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1...Leadership helps people overcome fear and denial that improvement
2...Greg plans to notify colleagues by sending email with a link to POIMS
0201 - Constorium for Service Innovation O-00000811 0101
020101 - Mr. Greg Oxton; Executive Director
020103 - Executive Office O-00000811 0101
Consortium for Service Innovation CSI Greg Oxton Call Centers Technic
POIMS Review to Understand SDS Objectives and Methodology
POIMS Common Goals with CSI for Context Management
Information Needs Context Difficult to Provide Capturing the Record
Organizational Memory Capture Record Cost Logistics KM Dilemma Contex
Meetings Com Manager Need Not Attend Every Meeting One Com Manager Su
Little Intelligence Goes a Long Way Meetings Com Manager Need Not Att
POIMS Greg Completed Reading and Recognizes Alignment with CSI Goals
1710 - ..
1711 - Summary/Objective
171201 - Follow up ref SDS 38 0000, ref SDS 37 0000.
171203 - Greg has a good understanding of SDS from reading POIMS, ref SDS 0
171204 - O96H; we will meet next week for a demonstration. ref SDS 0 MG7F CSI
171205 - has used Primus for capturing the record, and found that context is a
171206 - key part of adding value to daily information. ref SDS 0 O969 People
171207 - want innovation to reduce the cost of service for creating knowledge
171208 - that saves time and money. ref SDS 0 6V48 There is concern that
171209 - experts have to attend every meeting and listen to every call for KM
171210 - to be effective. ref SDS 0 U88K SDS may be a solution by enabling
171211 - more efficient delivery of services. ref SDS 0 V835 Helping people
171212 - gain experience to gain confidence in the power of knowledge for
171213 - saving time and money takes innovation in leadership with a broader
171214 - vision, which is Greg's current focus. ref SDS 0 2U50 Notifying
171215 - others about the opportunity explained in POIMS is the next step.
171216 - ref SDS 0 6X5N
171218 - ..
171219 - Submitted ref DIT 1 0001 to Greg confirming these discussions, and
171220 - planning for a meeting next week.
171222 - [On 030107 Greg visited to see SDS demonstration. ref SDS 43 0001
171229 - ..
1715 - Discussion
171601 - POIMS Identifies Common Goals for Context Management
171602 - Context Management Key Ingredient Recognized by KM Professionals
171604 - Follow up ref SDS 38 0U9J.
171606 - Greg has read POIMS, which was submitted with a link in the letter,
171607 - ref DIP 3 0001, submitted on 021021. ref SDS 37 YS4O He followed the
171608 - suggestion on 021030 to avoid links on the first read, ref SDS 38
171609 - OG4J, by printing and reading POIMS on a plane trip.
171611 - ..
171612 - We did not the USACE report on cost savings using SDS for Com Metrics,
171613 - which Greg asked about, also, on 021031. ref SDS 38 IZ5M
171615 - ..
171616 - Greg indicated that POIMS covers objectives at CSI to expand service
171617 - innovation beyond customer support, as we discussed on 021030. At
171618 - that time Greg mentioned "context" has emerged as an essential service
171619 - innovation to improve performance of people and organizations.
171620 - ref SDS 38 BW5F
Primus Used by CSI to Capture Daily Working Information But Problem i
Oxton, Greg Has a Lot of Experience with Primus for Knowledge Managem
Capture Record Only 1st Step to Convert Information into Knowledge Ne
Oxton, Greg Primus Popular KM Program Unable to Support Capturing Con
KM Failed to Meet Expectations 2 Generations Failed Need New Generati
Failed KM 1st Generation Timely Information for Decision Support Busi
Context Corrects Erroneous Memory Feedback Corrects Feature Not Bug L
321001 - ..
321002 - Capturing Daily Working Information Stumbling Point for KM
321003 - Service Innovation and Leadership Critical to Knowledge Management
321004 - Context Needs Service Innovation to Understand Meaning of Information
321006 - Greg said today that his group has used Primus technology to capture
321007 - daily working information. Experience at CSI shows communication
321008 - requires context to be effective; capturing a useful record of context
321009 - that gives information meaning has proven to be a stumbling block,
321010 - reflecting Dave Snowden's research at IBM showing that Knowledge
321011 - Management presents significant challenges to theorists, developers
321012 - and practitioners, reviewed on 020608. ref SDS 30 QV5G
321014 - Greg's biography reviewed on 021011 shows he started CSI in 1997
321015 - as a spin off from Primus. ref SDS 36 MU9I
321017 - ..
321018 - Primus avoids the cost of skilled people for capturing a useful record
321019 - by enabling everyone to enter information, anywhere, anytime, noted on
321020 - their website discussed below. ref SDS 0 6V31
321022 - ..
321023 - Knowledge requires adding "intelligence" to organize, analyse, align,
321024 - summarize and obtain continual feedback that makes information useful,
321025 - as explained in POIMS. ref OF 1 0367 This "intellignece" process for
321026 - creating knowledge is not cited on the Primus website, ref SDS 0 6U6T,
321027 - possibly because many people feel working intelligently is "overkill."
321028 - as explained on 890324. ref SDS 1 LZ5F
321030 - ..
321031 - Greg said the problem his team encounters is that people need to be
321032 - doing daily work on mission critical tasks in order to create a record
321033 - of daily work showing correlations, implications and nuance that gives
321034 - information meaning based on the context of objectives, requirements
321035 - and commitments, as explained in POIMS. ref OF 1 2301
321037 - ..
321038 - This problem aligns with experience showing that Knowledge management
321039 - has proven difficult to accomplish without SDS, reported on 021031,
321040 - ref SDS 39 LG9H, citing earlier research by IBM on 020608. ref SDS 30
321041 - QV5G
321043 - ..
321044 - Context makes communication effective based on experience at DOD with
321045 - procurement, reviewed on 020217. ref SDS 27 9360 Government contract
321046 - regulations require context, but, like Greg reports today, contracting
321047 - officers are unable to perform these requirements, reviewed on 020504.
321048 - ref SDS 29 NS6F
321050 - ..
321051 - We reviewed briefly today that organizational memory is an important
321052 - step in KM that requires skill to craft an effective "story" into a
321053 - body of history for people to complement personal experience because
321054 - people think through stories that place information into context, as
321055 - reported on 900303. ref SDS 4 3016 Professor Landauer points out in
321056 - his paper on Latent Semantic Analysis that "meaning" is derived from
321057 - "local contiguity" which is another way of saying "context," reviewed
321058 - on 960324. ref SDS 9 8566 and on 960518. ref SDS 10 3374
Penny Wise Pound Foolish Ignores Risk Management by Failing to Pay Co
Professional Organizations Voice for Good Management Practice to Over
Service Innovation Overcome Ignorance Fear Denial Intelligence Essent
Leadership Overcomes Knowledge Management Dilemma Fear about Overkill
Write Everything Down Unnecessary Capture Information Important to Ob
380801 - ..
380802 - Penny Wise Pound Foolish Ignores Cost of Ignorance
380803 - Price of Intelligence Exceeded by Cost of Ignorance
380804 - Knowledge Management Dilemma Solved by Service Innovation
380805 - Service Innovation Overcomes Tendency to Get By on Bad Management
380807 - Greg related analysis among colleagues at CSI has disclosed that
380808 - obtaining useful context requires an "expert," or whoever prepares
380809 - the record of daily work, to attend every meeting and participate
380810 - in all of the calls. This impossible criteria, often described as
380811 - "writing everything down," reported on 890809, ref SDS 2 3S6H,
380812 - makes effective management seem like overkill that is way beyond
380813 - reach since nobody can write everything down. Irrational extreme
380814 - posits a dilemma that prevents reasonable investment and personal
380815 - efforts at any level to work intelligently. Strong leadership
380816 - solves this knowledge management dilemma through service
380817 - innovation that enables people to transcend fears about the cost
380818 - of good management needed to save time and money, because giving
380819 - up is a slippery slope to error, loss, conflict, crisis and
380820 - calamity.
380822 - ..
380823 - For example, service innovation is essential to deliver timely
380824 - intelligence that avoids national security disaster, as occurred
380825 - on 010911, ref SDS 23 YNGH, and to avoid business failure by
380826 - organizations striving to make ends meet at PG&E, reported on
380827 - 010529, ref SDS 21 L2EM, Enron, World Com, etc., reported on
380828 - 020204. ref SDS 26 0001
380830 - ..
380831 - Professional organizations provide entertainment, recognition for
380832 - members, and marketing platforms, but, as well, can be a voice to
380833 - educate under the vision of continual improvement. Failure to pay
380834 - the price of success by investing in good management ensures the
380835 - cost of failure will be borne deeply and widely under Aristotle's
380836 - rule layed down in 400 BC, cited in NWO. ref OF 3 JV3G CSI can
380837 - lead the search to find innovative ways for encouraging front-end
380838 - investment for working intelligently that saves time and money,
380839 - like Communication Metrics, reported by USACE. ref DRP 5 0001
380841 - ..
380842 - Context Fast and Easy Using SDS
380843 - SDS Makes Delivering Context Fast and Easy Service Innovation
380844 - Innovation Studing SDS Advances from IT to Culture of Knowledge
380846 - Andy Grove notes that good management requires continual study,
380847 - reviewed on 980307, ref SDS 15 5794, and Tom Munnecke at SAIC
380848 - brings forward the idea to "study what works," reported on 020726,
380849 - ref SDS 32 E63H, in order to count what counts most. ref SDS 32
380850 - J484 What counts most in communication is accuracy under the
380851 - common rule "garbage-in garbage-out." While there is evidence
380852 - that people are giving up on accuracy, because communication is
380853 - difficult, reported on 020820, ref SDS 33 V66I, citing Drucker,
380854 - reviewed on 931130, ref SDS 7 3851, there is, also, evidence that
380855 - SDS solves the problem, reported on 010916, ref SDS 24 0001, and
380856 - shown by this record, because SDS makes context fast and easy.
Context Management Subjects Discover Correlations Implications Nuance
Context Meaning Story Analysis Connects Data Information to Objective
Context Intelligence Creativity Innovation Enlightenment Knowledge Wi
Metadata Organizes Email Information into Context Essential for Produ
Little Intelligence Improves Performance Because Same Voices that Spr
Cornocopia Context SDS Records Demonstrate Working Intelligently Prov
Accuracy Fast Easy Context Changes Attitudes About Using Good Managem
Meetings Com Manager Need Not Attend Every Meeting One Com Manager Su
471101 - ..
471102 - Intelligence Magnified by Many Voices Yields Bigger Rewards
471103 - Cornocopia of Context Because Everything in Right Place at Right Time
471104 - Context Management Needs Partnership between Leadership and Technology
471106 - Experience using SDS related on 011006 shows that modest efforts by a
471107 - few people adding intelligence to information increase productivity by
471108 - enabling many people to spread accurate knowledge like a virus, rather
471109 - than rumor, hunch, error, guess and gossip, ref SDS 25 W56K, that
471110 - causes continual bumbling under Henry Kissinger's point that lack of
471111 - analysis makes management an "Alice in Wonderland," reviewed on
471112 - 940609.
471114 - ..
471115 - SDS solves the problem noted by Lotus Notes developer and Groove
471116 - founder Ray Ozzi reporting on 020822 that people are feeling pain and
471117 - looking for answers because the tools they like cause overwhelming
471118 - complexity from information overload. ref SDS 34 Q99G, noted as well
471119 - in POIMS, ref OF 1 6221 Later, Google's co-founder, Sergey Brin,
471120 - commented that people are giving up on other technologies for adding
471121 - metadata to access context that improves understanding, reported on
471122 - 021031. ref SDS 39 M53H Ozzi and Brin therefore confirm Greg's worry
471123 - today, noted above, that there is not enough time to use Knowledge
471124 - Management with conventional IT methods. ref SDS 0 U88K SDS solves
471125 - this problem by leveraging the power of the human mind to remember
471126 - only the gist of information, explained in POIMS. ref OF 1 KH8J
471128 - ..
471129 - This record is an example. Explicit links in SDS make feedback fast
471130 - and easy to refine accuracy of understandings; and, likewise, sending
471131 - email citing SDS records is fast and easy to expand notice that keeps
471132 - everyone on the same page. This solves problems of providing useful
471133 - context because SDS records contain a cornocopia of context, as seen
471134 - by this record.
471136 - ..
471137 - Everything in SDS is in the right place at the right time, as reported
471138 - on 010425. ref SDS 20 EP7F This design makes finding and connecting
471139 - relevant information into a contextual record of knowledge fast and
471140 - easy. Delivering a connected record empowers others to build and use
471141 - an effective knowledge base, and so changes attitudes about using good
471142 - management, as reported on 020618, ref SDS 31 MU6H, because SDS on the
471143 - Interent delivers....
471145 - ..
471146 - Anytime, Anywhere Intelligence
471149 - ...as planned on 971021. ref SDS 14 3636 This is a much stronger
471150 - solution than information management, because "knowledge" is a more
471151 - powerful resource than information.
471153 - ..
471154 - Context is managed without an expert attending every meeting and
471155 - listening to every call. SDS adds "intelligence" to organize,
471156 - analyze, align, summarize and use feedback loops to continually refine
471157 - the accuracy of understanding, per POIMS. ref OF 1 0367 This process
471158 - enriches the meaning of communication in meetings and documents using
471159 - command and control of the record, explained in POIMS. ref OF 1 1113
471160 - Fast access to key information enables checking alignment by making
471161 - connections of cause and effect. Discovering patterns of cause and
471162 - effect reveals conflicts with objectives, requirements and commitments
471163 - which are otherwise hidden, i.e., the true meaning of communication is
471164 - a devastating "secret," from participants in face-to-face events. see
471165 - POIMS, ref OF 1 V8P1, and NWO. ref OF 4 4077
471167 - ..
471168 - This becomes clear from experience working with SDS, noted by Tom
471169 - Keesling at USACE on 961101. ref SDS 12 8888
471171 - ..
471172 - The record on 970110 is an example of useful intelligence
471173 - generated on a crucial meeting without the Communication Manager
471174 - having attended the meeting. ref SDS 13 9483 To the
471175 - participants, most of the critical meaning was a "secret" until
471176 - the SDS record was prepared to line things up.
Leadership Broader Vision for Partnership with Technology Essential t
Capture Record Only 1st Step to Convert Information into Knowledge Ne
Leadership Notify Colleagues about POIMS
Leadership Broader Vision Enables Transformation from Information to
Broader Vision Leadership Overcomes Fear of Change to Help People Hel
Oxton, Greg CSI Focusing on Leadership to Overcome Resistance to Impr
Leadership Overcomes Resistance to Improvement from IT to KM Professi
591001 - ..
591002 - Leadership and Technology Partnership Advance KM
591003 - Knowledge Requires Adding Intelligence to Information
591004 - Adaptive Enterprise Expands Scope of Innovation in Services
591006 - Follow up ref SDS 38 0U9J.
591008 - After information and data are captured and arranged into a meaningful
591009 - "story" (like this record), there are 6 more steps to create useful
591010 - knowledge, as related on 001219. ref SDS 19 4W4L
591012 - ..
591013 - That is why the letter to Greg on 021021 says adding "intelligence" to
591014 - daily work is a new innovation in services that enables a system of
591015 - Communication Metrics, ref SDS 37 UV3L, which we discussed again in
591016 - our call on 021030. ref SDS 38 FE4O
591018 - ..
591019 - Greg agrees that better partnership between leadership and technology
591020 - helps people understand the power knowledge for saving time and money
591021 - by adding "intelligence" to information, as explained in POIMS,
591022 - ref OF 1 6221, and is re-stated in NWO. ref OF 6 4305
591024 - Leadership with a broader vision empowers people to discover the
591025 - power of knowledge, as noted by Max Blodgett at USACE on 960924.
591026 - ref SDS 11 IJ7S
591028 - ..
591029 - Leadership helps people overcome fear and denial that improvement
591030 - is needed, illustrated by the Typical Day Scenario, ref OF 2 4679,
591031 - calling for a simple question to improve management....
591033 - How soon can we get the SDS record showing
591034 - things are lined up?
591036 - ...and cited in the Post Script of the letter to Greg today, that
591037 - asks for comment, if time permits. ref DIT 1 00W2
591039 - ..
591040 - Greg advised that CSI focuses a lot on leadership. Building a better
591041 - partnership between leadership and technology, explained in NWO,
591042 - ref OF 3 034H and further at ref OF 6 Q74L, is the path to accomplish
591043 - the vision of Adaptive Enterprise that strengthens listening and
591044 - learning, which Greg discussed on 021030. ref SDS 38 QQ4H
591046 - ..
591047 - Greg plans to notify colleagues by sending email with a link to POIMS
591048 - on the Internet, and asking for comments, which reflects leadership
591049 - discussed with Stuart Harrow at DCMA on 020906. ref SDS 35 4HPT
SDS Records on Internet Ability to Perform KM 24 7 Using SDS to Exper
Demonstration Schedule Meeting 030107 1430 to See SDS
Scheduled and Planned in Telecon
Piloting SDS Takes Training Support Not a Demonstration Program that
660701 - ..
660702 - SDS Records on Internet Demonstrate Unique Ability to Perform KM 24 7
660704 - Greg asked if there is a demonstration program he can use to
660705 - experiment with SDS?
660707 - ..
660708 - At this stage, the key question is showing SDS enables people to turn
660709 - out work product that accomplishes the aims of POIMS? Most people who
660710 - bump into SDS records on the Internet have a positive experience, as
660711 - shown in the record on 010907, ref SDS 22 KX3L, and so this is the
660712 - best way to introduce people to the opportunity of advancing from IT
660713 - to a culture of knowledge.
660715 - ..
660716 - SDS enables a new way of working that lifts innate capacity to think,
660717 - remember and communicate by extending alphabet technology for common
660718 - literacy, explained in POIMS. ref OF 1 3742 This is accomplished by
660719 - integrating a critical mass of core competencies, also, set out in
660720 - POIMS. ref OF 1 2688 Without integration, there is little to no
660721 - improvement in productivity, and so people give up, as reported by
660722 - Dave Snowden at IBM, reviewed on 020608. ref SDS 30 QV5G
660724 - ..
660725 - That may be why Bill Gates announced plans on 021108 to integrate
660726 - commands in Microsoft programs, so that people can use more than 5% of
660727 - the power in those products. ref SDS 40 EFBE
660729 - ..
660730 - Therefore, smooth integration of tasks is critical to productivity,
660731 - however, integration creates a knowledge management dilemma, because
660732 - combining traditionally separate tasks that people already know how to
660733 - accomplish by pushing buttons for Microsoft programs initially seems
660734 - complex, and so takes time to learn to press new buttons in SDS that
660735 - are not in Microsoft programs, and, second, many things have to be
660736 - learned before anyone can do anything. Like learning to fly an
660737 - airplane in relation to using experience driving a car, discussed with
660738 - Dave Hardin on 021230, some things are familiar, but a lot of training
660739 - is needed to take the controls that make powerful technology useful.
660740 - ref SDS 42 C76L
660742 - ..
660743 - Greg noted that SDS support for underlying skills requires learning an
660744 - extension of literacy, which takes support over time. This leads to
660745 - opportunity for innovation in service that is championed by CSI.
660747 - ..
660748 - Greg will be in San Francisco next Tuesday.
660750 - ..
660751 - We scheduled a meeting on 030107 1430 for Greg to see a demonstration
660752 - of SDS.
Primus for Knowledge Management Technology for Call Centers
680401 - ..
680402 - Primus KM Solution for Call Centers Working on Context Support
680404 - Primus has a website at...
680406 - http://www.primus.com/
680408 - ..
680409 - ...which says in part under....
680411 - http://www.primus.com/products/
680413 - Primus offers complete knowledge solutions that enable companies
680414 - to deliver service by accessing, analyzing and improving
680415 - information. Products are widely used by call centers, IT
680416 - helpdesks, human resources organizations, marketing organizations
680417 - and eService businesses.
680419 - ..
680420 - Greg explains challenge of capturing context, above. ref SDS 0 O969
680422 - ..
680423 - Primus seems to be another business like Kanisa, reviewed on 020321.
680424 - ref SDS 28 526F
680426 - ..
680427 - "Knowledge" is not defined nor distinguished from "information" on the
680428 - Primus website. "Knowledge" is presented by Primus as something to
680429 - answer customers who call in for help, rather than what executives,
680430 - managers and engineers use to save time and money getting get the work
680431 - done correctly, on time and within budget and for improving processes
680432 - throughout the organization. There no examples on the Primus website
680433 - showing how often the CEO of Primus calls the call center to find out
680434 - why the engineering department agreed at a meeting last month to
680435 - eliminate requirements.
680437 - ..
680438 - Primus website further says...
680440 - Access is described as....
680442 - Answer simple and complex questions from any information
680443 - source, through any interaction point.
680445 - Primus can be strengthened by supporting POIMS requirement
680446 - for anytime, anywhere "intelligence" set out on 971021,
680447 - ref SDS 14 3636, that enables "amazing" memory, reported on
680448 - 010916, ref SDS 24 0001, and is illustrated by the letter
680449 - on 021228. ref SDS 41 0001
680451 - ..
680452 - Analyze is described as...
680454 - Identify and fill key knowledge gaps and determine information
680455 - usage patterns.
680457 - Primus can be strengthened by a definition of knowledge
680458 - that shows how this is distinct from information and
680459 - intelligence, reported on 000120. ref SDS 17 5063
680461 - ..
680462 - Improve is described as...
680464 - Capture critical knowledge to author new information or modify
680465 - existing information.
680467 - Same issue of distinguishing information from knowledge.
680469 - ..
680470 - In sum, "access," "analyse" and "improve" are good steps for doing
680471 - knowledge management. We need work product to assess what this means
680472 - in practice using Primus, in the same way that this record
680473 - demonstrates work product using SDS.
680475 - ..
680476 - Primus offers an
680478 - Answer Engine described as.....
680480 - ...responds to questions by finding answers within existing
680481 - documents. With Primus Answer Engine, you can maximize the
680482 - usage of your online and offline information. Employees and
680483 - customers can quickly get relevant answers to natural language
680484 - questions from more than 225 types of files, including Adobe
680485 - PDF, Adobe Frame Maker, HTML, Microsoft Word, Microsoft
680486 - PowerPoint, Microsoft Excel, and more. Primus Answer Engine
680487 - also provides detailed reports to help you identify frequently
680488 - requested documents, and information that needs to be updated
680489 - or created within the organization.
680491 - ..
680492 - Sounds like the "engine" Jack Park planned in the record on
680493 - 000623. ref SDS 18 2915
680496 - ..
680497 - eServer described as....
680499 - ...a knowledgebase designed to help organizations capture
680500 - knowledge from every employee. Knowledge can be shared, via the
680501 - web, throughout the enterprise and with customers and partners.
680502 - Content in the Primus eServer knowledgebase can be refined and
680503 - updated anytime as employees respond to inquiries, and
680504 - information can be delivered across multiple channels - web,
680505 - email, phone, and desktop. Primus eServer also provides a
680506 - variety of reports to help organizations better understand
680507 - their business and customers, and enable managers to recognize
680508 - and reward knowledge contributors. With Primus eServer, you can
680509 - make the most of the intellectual property within your
680510 - organization, and each employee or customer can answer even the
680511 - most complex questions.
680513 - ..
680514 - How eServer Works says at....
680516 - http://www.primus.com/products/eServer/howItWorks/
680518 - Many knowledge software packages require continual maintenance
680519 - by experts to keep information current in the knowledgebase.
680520 - Unlike these, Primus eServer gathers knowledge efficiently by
680521 - enabling any authorized users-including employees, customers,
680522 - and partners-to create information in the knowledgebase,
680523 - anywhere, anytime. Multiple users can contribute to the
680524 - knowledgebase at the same time, and newly created information
680525 - is available immediately for everyone to use. Best of all,
680526 - Primus eServer stores employee knowledge so that it won't leave
680527 - the company when employees move on.
680529 - ..
680530 - The Primus eServer architecture seems like the equivalent
680531 - of allowing anyone, anywhere to edit the Bible, Huckleberry
680532 - Fin, Pilgrams Progress, the Declaration of Independence, or
680533 - stories in the newspaper. Failure to pay the cost of
680534 - intelligence doesn't yield useful work product, but does
680535 - reflect a powerful cognitive dynamic which imparts a false
680536 - impression that "intelligence" and "knowledge" are free, as
680537 - explained in POIMS. ref OF 1 3385
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