CONTACTS 
0201 - CSG Systems Inc.                                                                                                                                                   O-00000795 0404
020101 - Mr. Jerry J. Nord

SUBJECTS
Circle of Advocates Culture Knowledge
Pilot Test CSG Needs SDS Support for Daily Management to Capture Orga
SDS Use at CSG Under Terms Developed for Gary
CSG Com Metrics Support for Jerry Nord's Software Engineer Group
Proposal Participate in SDS Development and Marketing with Business P
Life-growth Journey Aligns with SDS Capabilities and Opportunity

3308 -
3308 -    ..
3309 - Summary/Objective
3310 -
331001 - Follow up ref SDS 44 0001, ref SDS 44 0000.
331002 -
331003 - Jerry submitted a letter this morning with notice he would call later
331004 - in the day to discuss the SDS project. ref SDS 0 GX4M  He called
331005 - shortly after 1 pm, and we discussed the framework for SDS development
331006 - based on Jerry's letter of 030604, and recognizing that this is an
331007 - ambitious effort in light of problems others have had creating SDS-
331008 - type support for Knowledge Management. ref SDS 0 FV7J  Jerry has
331009 - discussed this with his boss, who has agreed that Jerry and his team
331010 - will be spending time to learn and use SDS as a pilot test to improve
331011 - CSG management, and, also, explore ideas for making a new follow on
331012 - commercial product. ref SDS 0 XO60  This raises issues of protection
331013 - for intellectual property.  Today, Jerry indicated the language in the
331014 - record on 030126 developed for an agreement with Gary, is
331015 - acceptable. ref SDS 0 PPUQ  On Wednesday, 030611, Jerry will propose
331016 - language on how CSG will fit into the picture. ref SDS 0 NF5U  Having
331017 - obtained permission to spend time learning and using SDS, there will
331018 - still be a challenge of learning SDS on the job, with many demands to
331019 - get things done, while transitioning to SDS. ref SDS 0 QH4I  Jerry's
331020 - computers both at home and work use W2K, which is adequate for SDS.
331021 - We agreed to install the SDS development set to minimize code
331022 - management. Jerry and his team can coordinate directly with Gary and
331023 - I, with everyone using the same code. ref SDS 0 LD8H  Will install
331024 - Rod's SDS records on Jerry's computer so he has a data base to learn
331025 - SDS functionality, and will keep this up to date for collaboration,
331026 - which has worked well with Gary at Aerospace company. ref SDS 0 ZP6L
331027 -
331028 -
331029 -
331031 -  ..
3311 -
3312 -
3313 - Progress
3314 -
331401 - Journey of Self-growth Enabled by SDS Support for Continual Learning
331402 -
331403 - Follow up ref SDS 44 GX4M
331404 -
331405 - Received email from Jerry saying....
331406 -
331407 -    I will respond no later than tomorrow morning.  I was on a fishing
331408 -    trip with my two youngest sons this weekend...will try to call you
331409 -    around 1 p.m. PDT
331410 -
331411 - ...which responds to the email on 030606, ref SDS 45 0001, that
331412 - submitted a link for Jerry to review the record on 030604. ref SDS 44
331413 - 0001
331415 -  ..
331416 - Sent an email to Jerry, saying look forward to call this afternoon.
331417 -
331419 -  ..
3315 -
3316 -
3317 - 1313
3318 -
331801 - Jerry called to discuss his letter, ref DRP 2 0001, received on 030604
331802 - and responding to our call on Monday and the record, ref SDS 42 0001,
331803 - showing consideration for Jerry to participate in SDS product
331804 - development.
331806 -  ..
331807 - Jerry confirmed understandings from his letter that he is aware other
331808 - people have tried to develop SDS-type capability and have failed, as
331809 - related in the record on 030604 reviewing Jerry's letter on that date.
331810 - ref SDS 44 KJ4I
331811 -
331812 -
331813 -
331814 -
331815 -
3319 -

SUBJECTS
Rationale Participating in SDS is Recognition that Support for Intell

340301 -  ..
340302 - Saving Lives Incentive for SDS to Connect the Dots of Intelligence
340303 - Intelligence Saves Lives, Time and Money Using SDS to Connect the Dots
340304 -
340305 - Follow up ref SDS 44 HO48
340306 -
340307 - No discussion on this issue.
340308 -
340309 -
340310 -
340311 -
3404 -

SUBJECTS
Implement SDS at CSG with 7 Programmers Jerry Offers to Participate S
Training Manual Program for Software Engineers to Learn and Implement
Nord, Jerry at CSG Offers to Design Write Training Regimen
Pilot Test Early Adopters Discover Demand for SDS KM
7 Programmers Jerry Offers to Participate SDS Development Marketing B
Work Use SDS Approved Jerry's Boss Investing Time to Learn and Use SD
CSG Approved Jerry Investing Time to Learn and Use SDS at CSG Jerry D
Boss Approved Jerry Investing Time to Learn and Use SDS at CSG
Approved Jerry's Boss Investing Time to Learn and Use SDS at CSG Jerr
Management CSG Approved Jerry Investing Time to Learn and Use SDS at
Work Use SDS Approved Jerry's Boss Investing Time to Learn and Use SD
Ignorance Fear Denial Attitudes Change When People Believe SDS Brings
$40K/day Saved Using SDS Boss Refuses to Approve on Grounds CSG is Su
Attitude Empowered with Incentive of Being Replaced Fired Encourages

711601 -  ..
711602 - Attitudes Change When People SDS Brings Improvment within Reach
711603 - Implement SDS at CSG with Training Program for Software Developers
711604 -
711605 - Follow up ref SDS 44 XO60
711606 -
711607 - Jerry related having discussed with his boss, Ken, that he wants to
711608 - start using SDS on the job at CSG.  Jerry indicated that Ken approved
711609 - this effort.  This is the same boss who disapproved using SDS for Com
711610 - Metrics, reported in Jerry's letter on 020415. ref SDS 17 5N3M
711612 -  ..
711613 - I asked why the boss changed his attitude?  What forces enabled desire
711614 - and willingness to improve?
711615 -
711616 -      [On 030708 Agreement calls for using SDS at home at at work.
711617 -      ref SDS 49 WT7U
711618 -
711619 -      [On 030718 Jerry confirmed planning for learning and using SDS on
711620 -      the job at CSG and at home, per approval today by his boss, Ken.
711621 -      ref SDS 51 6O95
711623 -  ..
711624 - Jerry indicated that (1) over the ensuing period, the need for support
711625 - to improve management for saving time and money by avoiding and
711626 - solving problems has become more evident, and (2) Jerry's boss has
711627 - more experience working with Jerry, and so perhaps a bigger trust has
711628 - developed.
711629 -
711630 -      [On 030617 Jerry explained an example of recognizing need due to
711631 -      emergencies that SDS can help to avoid. ref SDS 48 154H
711633 -       ..
711634 -      [On 030709 Jerry submitted internal memo at CGS explaining
711635 -      significant opportunity for SDS to save time and money.
711636 -      ref SDS 50 G45I
711638 -  ..
711639 - Generally, Jerry seems to be planning an effort similar to what Gary
711640 - Johnson is doing at Aerospace company, per analysis on 030604. ref SDS 44 QW3J  A
711641 - significant difference, appears to be that SDS will have some official
711642 - sanction by CSG management, at least at the level of Jerry's boss.
711644 -  ..
711645 - Jerry mentioned again the benefit of investing time to develop a
711646 - training regimen, also, discussed in his letter on 030604. ref SDS 44
711647 - XO4V
711648 -
711649 -      Jerry will flesh out this step in relation to protecting
711650 -      intellectual property within the framework of terms and
711651 -      conditions developed on 030126, which was submitted to Jerry
711652 -      following our discussion on 030602. ref SDS 42 GP3J
711653 -
711654 -          [...below, this issue is discussed again. ref SDS 44 TI3O
711656 -           ..
711657 -          [On 030611 Jerry submitted a proposal, ref SDS 46 PPUQ, that
711658 -          incorporates langauge in record on 030126. ref SDS 46 K38R
711659 -
711660 -
711661 -
711662 -
711663 -
7117 -

SUBJECTS
Extreme Programming Approach Expedites Taking SDS to the Next Level
First Step Taking SDS to the Next Level Windows Version for Marketing
Learn 2 Months Understand SDS Flexible Structures Realize Benefits Ne
Learn Current SDS to Develop KM by Doing KM
Com Metrics 8 Steps Using SDS Post on Wall to Remind First Step Take
Take SDS to Next Level Using Extreme Programming Approach is to Learn
Nord, Jerry at CSG Offers to Use Extreme Programming Method to Take S

780901 -  ..
780902 - Extreme Programming Expedites Taking SDS to the Next Level
780903 - Taking SDS to Next Step Requires First Step to Learn KM by Doing KM
780904 -
780905 - Follow up ref SDS 44 XO5L
780906 -
780907 - There was not a lot of discussion on this issue during our call,
780908 - except Jerry seemed to have reviewed analysis of his letter on 030604
780909 - that shows the first step is to learn and use the current version over
780910 - a period of time, as Gary is doing at Aerospace company, in order to learn the
780911 - scope and details of how KM differs from IT. ref SDS 44 QW7G
780913 -  ..
780914 - This will require spending time learning SDS to explore capabilities,
780915 - as listed in the features and benefits schematic, ref OF 7 3385,
780916 - without the burden in the beginning of using SDS to get things done
780917 - on time.
780918 -
780919 -      [On 030612 propose several discrete tasks Jerry can consider for
780920 -      learning SDS and re-tooling existing skills. ref SDS 47 Y16K
780922 -  ..
780923 - A key challenge here is allocating time for transition, noted on
780924 - 030604. ref SDS 44 AZ5L  In Gary's case, he had several months off,
780925 - beginning on 020924, ref SDS 24 0001, so that when he started on the
780926 -  combat project on 030125, ref SDS 28 0001, he was ready to begin doing
780927 - things using SDS which he formerly used a range of IT tools to
780928 - perform.  Examples of effort to make transition include...
780929 -
780930 -        Using familiar tools slows
780931 -        transition to SDS..................... 021227, ref SDS 26 874H
780933 -         ..
780934 -        Frustrating learning to press new
780935 -        buttons during learning phase when
780936 -        purpose is not clear.................. 030120, ref SDS 27 5P49
780938 -         ..
780939 -        Job pressures resist learning by
780940 -        encouraging people to use tools
780941 -        that are familiar in order to meet
780942 -        time constraints for getting
780943 -        things done........................... 030407, ref SDS 33 NF7H
780945 -         ..
780946 -        Transformation to re-tool personal
780947 -        skills entails some struggle.......... 030407, ref SDS 33 R375
780949 -  ..
780950 - A good sign of Jerry's decision to work through the learning curve is
780951 - willingness to install the development set of SDS, which requires
780952 - using drives c - h, per below.
780953 -
780954 -
780955 -
780956 -
780957 -
780958 -
780959 -
7810 -

SUBJECTS
Marketing Business Plan and 7 Programmers Jerry Offers to Participate
Disruptive Technology Business Plan Must Recognize SDS for Com Metric
Nord, Jerry Offers to Help Prepare Business Plan Help Take SDS to Mar
Jerry Nord Offers to Help Develop Business Plan
Proposal Participate in SDS Development and Marketing with Business P
Nord, Jerry at CSG Offers to Help Prepare Business Plan
Marketing Business Plan and 7 Programmers Jerry Offers to Participate

840901 -  ..
840902 - Business Plan Support Key Ingredient Timing and Correlation with CSG
840903 -
840904 - Follow up ref SDS 44 AM4M
840905 -
840906 - No discussion on this issue today.
840907 -
840908 -
840909 -
840910 -
8410 -

SUBJECTS
Agreement on Using SDS and Participating in SDS Project Requires Memo
Gives Gets on Agreement for Jerry to Participate in SDS
Transfer Technology to CSG SDS IP Protection for Welch Gives and Gets
CSG Technology Transfer SDS IP Protection for Welch Gives and Gets Bas
Nord, Jerry Trade Secrets Welch IP Protection Royalties Gives and Get
Nord, Jerry Will Develop Proposal for Protecting Welch IP

940801 -  ..
940802 - Gives and Gets Starting on Positive Foot with Focus on Value Added
940803 -
940804 - Follow up ref SDS 44 PPUQ
940805 -
940806 - Jerry has made a general review of the record on 030126, ref SDS 29
940807 - KG9L, which was was submitted to him on 030602 as a framework for
940808 - terms and conditions on this new initiative. ref SDS 42 GP3J
940810 -  ..
940811 - Today, while we talked, we clicked through the record on 030126 to
940812 - ensure common understanding of terms for sending the SDS program to
940813 - Jerry at CSG.
940815 -  ..
940816 - Jerry said he does not have any problems with that language, which
940817 - aligns with Gary's letter on 030309 that made the same
940818 - agreement in exchange for getting the SDS program. ref SDS 31 6T4K
940820 -  ..
940821 - Today, Jerry and I discussed the benefit being conveyed in sending the
940822 - SDS program to Jerry, and by extension to CSG.
940824 -  ..
940825 - The benefit is noted from Gary's comments in a call on 030316
940826 - that the design breakthrough of SDS is identifying a set of common
940827 - tasks, like a schedule, diary, contacts, document log, etc., and
940828 - integrating these common tasks in a way that comprises a smooth
940829 - synergy where each system enhances the other to perform "knowledge
940830 - work." ref SDS 32 EV4N
940832 -  ..
940833 - Thus, the value is not in the code, but in the learning experience
940834 - that will accomplish a technology transfer that conveys knowledge
940835 - about the elements and integration, i.e, the architecture, design and
940836 - "recipe" required for advancing from information technology to tools
940837 - for a culture of knowledge, as related in POIMS. ref OF 5 6649  In
940838 - particular, people who use the SDS program will discover trade secrets
940839 - listed in the record on 000831. ref SDS 5 G8E3
940841 -  ..
940842 - We decided Jerry will think about this, and submit on Wednesday his
940843 - take on how to protect Welch investment and partner rights.
940844 -
940845 -      [On 030611 in a follow up call, Jerry and I reviewed this record,
940846 -      and decided to incorporate the list of SDS trade secrets in the
940847 -      ageement. ref SDS 47 K37T
940848 -
940849 -
940850 -
940851 -
940852 -
9409 -

SUBJECTS
System Requirements for Installation
Windows 2000 DOS NTVD
Autoexec.nt May Need Modification for Better Memory

970501 -  ..
970502 - System Requirements Windows 2000 Common Environment
970503 - Windows 2000 Common Environment Supports Requirements for SDS
970504 - Common Environment Aids Installation and Maintenance of Working Files
970505 -
970506 - In our call today, we discussed sending Jerry the development set of
970507 - SDS, which runs on c, d, e, f, g and h drives.
970508 -
970509 -      [...see discussion below. ref SDS 0 LD9M
970511 -  ..
970512 - Jerry uses a computer at work, and has a networked system at home,
970513 - plus a notebook.  All of these systems are running Windows 2000.
970515 -  ..
970516 - This is the same configuration where SDS is used now by me and by Gary
970517 - Johnson at Aerospace company.  As a result, there should be few configuration
970518 - issues.  Hesitate to say none.
970519 -
970520 -       Windows 2000 -- autoexec.nt in ...system32 directory, needs to
970521 -       be modified on some computers by remarking out dosx and redir to
970522 -       increase RAM for SDS to 634K, as reported on 010202. ref SDS 8
970523 -       DG3J
970524 -
970525 -
970526 -
970527 -
970528 -
9706 -

SUBJECTS
System Requirements for Installation
Keyboard Function Keys on Left Side of Keyboard and Also Across the T
SDS System Requirements Keyboard Function Keys on Left Side Ergonomic

A00501 -  ..
A00502 - Knowledge Management Requires Efficient Use of Commands
A00503 - Keyboard with Ergonomic Function Keys Improves Productivity
A00504 -
A00505 - SDS entails a combination of writing and commands to manage what is
A00506 - written, which emodies the notion of "knowledge management."  The
A00507 - schematic of SDS records shows "narrative" is a small part of the
A00508 - process, ref OF 7 8558, even though it is a primary objective and
A00509 - appears dominate in work product on the Internet, and illustrated by
A00510 - this record.
A00512 -  ..
A00513 - SDS commands are executed through menus using a mouse and by function
A00514 - keys.  Frequent and repetitive tasks are faster with function keys
A00515 - that avoid navigating menus, noted by Bill Gates reporting on 021108
A00516 - that Microsoft plans to enable faster execution of commands.
A00517 - ref SDS 25 EFBE
A00519 -  ..
A00520 - SDS supports keyboards with function keys on the left side for better
A00521 - ergonomics that balance using both hands to execute commands, as
A00522 - related in the record on 020924. ref SDS 24 EL8F
A00523 -
A00524 -
A00525 -
A00526 -
A00527 -
A006 -

SUBJECTS
System Requirements for Installation
Transfer Tools Batch Operations to Maintain Constant Work Files and P
Batch Operations to Maintain Constant Work Files and Program Code Bet

A20501 -  ..
A20502 - Transfer Code and Working Files Maintain Single Work Environment
A20503 -
A20504 - Batch tools can transfer SDS records between home and the office via a
A20505 - notebook.  Batch file....
A20506 -
A20507 -                    c: 01 02 t11.bat
A20508 -
A20509 - ...is called with a parameter for the date...
A20510 -
A20511 -                    C>t11 06082003
A20513 -  ..
A20514 - This command assembles all SDS files and daily work files that are
A20515 - new or have changed and creates....
A20516 -
A20517 -                         cs.zip
A20518 -                         ds.zip
A20519 -                         es.zip
A20520 -                         fd.zip
A20521 -                         gs.zip
A20522 -                         hs.zip
A20524 -  ..
A20525 - These files are then transferred across the network to the notebook.
A20527 -  ..
A20528 - A batch file...
A20529 -
A20530 -                    c: 01 02 rcv.bat
A20531 -
A20532 -
A20533 - ...installs the transferred files by updating only new and changed
A20534 - files on the notebook.
A20536 -  ..
A20537 - If we are traveling and do any work on the notebook, then at the
A20538 - destination location, either work or home, we look at the date of the
A20539 - SDS schedule, and use that date as the parameter for zipping files
A20540 - that are transferred from the notebook to the workstation either at
A20541 - home or at work.  This gets everything changed and added since the
A20542 - last transfer.  We can then work at this location with all work files
A20543 - until the next event, when files are again uploaded to the notebook
A20544 - for travel and transfer to the other workstation.
A20545 -
A20546 -
A20547 -
A20548 -
A20549 -
A20550 -
A20551 -
A206 -

SUBJECTS
Partition Drive CDEFGH for Development Set SDS
Partition CEDEFH Hard Drive
C Drive SDS Can be Configured to Run Only on C Drive

A50501 -  ..
A50502 - Development Set Will be Used Runs on C-H
A50503 -
A50504 - Jerry's computers are not partitioned into multiple drives, but he
A50505 - agreed to support this.  Jerry, also, noted that work going forward
A50506 - should address this.  He related that CSG at one time provided
A50507 - software that ran on multiple drives, and eventually changed the
A50508 - design to work on a single drive.
A50509 -
A50510 -       [On 030611 Jerry's proposal discusses using development set.
A50511 -       ref SDS 47 PPUQ
A50513 -  ..
A50514 - SDS can be configured to run on a single drive, as well.
A50516 -  ..
A50517 - Historically the development set has used multiple drives for a number
A50518 - of reasons related to reliability/security, e.g., isolate SDS diary
A50519 - records, from everything else.  The operating system is solely on the
A50520 - i: drive so if there is a system failure, it can be formatted and
A50521 - installed to facilitate recovery without impacting working files.
A50522 - Since Jerry's participation is development oriented, it is easier to
A50523 - support him at CSG and Gary at Aerospace company by working with the development
A50524 - set.  Since Jerry will have the development code, he can create a
A50525 - version that runs on c:, if it turns out to be needed; that takes
A50526 - about 20 seconds.  Although, if the code is converted to c: then all
A50527 - of the data bases have to be moved to c: as well.
A50529 -  ..
A50530 - Suggest following minimum partition sizes....
A50531 -
A50532 -              c......... assume multi-GB
A50533 -              d......... 1 GB
A50534 -              e......... 500 MB
A50535 -              f......... 2 GB
A50536 -              g......... 500 MB
A50537 -              h......... 500 MB
A50539 -  ..
A50540 - Drives should be maintained regularly, i.e., compressed.
A50541 -
A50542 -     SDS records are like chunks of human memory.  People routinely
A50543 -     think about their history, and add connections.  This means SDS
A50544 -     diary records are continually revised, and so the opportunity for
A50545 -     problems to occur with files is greater than with other programs
A50546 -     where a file is created, then remains static for most of its life.
A50547 -     As a result, regular maintenance has proven to be helpful.
A50548 -
A50549 -
A50550 -
A50551 -
A50552 -
A50553 -
A50554 -
A506 -

SUBJECTS
Rod's SDS Records for Learning Collaboration on Development
Transfered Maintained Up to Date Rod's Diary Use SDS for Learning and
SDS Provide Security Confidentiality Privacy Control What is Released

A90501 -  ..
A90502 - Rod's SDS Records Transferred to Provide Data Base to Learn Functions
A90503 -
A90504 - Follow up ref SDS 24 U69G.
A90505 -
A90506 - Reviewed plan to transfer my SDS records which cover about 300MB, plus
A90507 - work files that are documents, maybe another 300 MB, and then there is
A90508 - an indexing data base and contacts that has maybe 200 MB,
A90509 -
A90510 -
A90512 -  ..
A90513 - SDS Data Base Transferred Regularly via Internet
A90514 -
A90515 - For learning and collaboration purposes, I have been sending my
A90516 - records to Gary at Aerospace company every few days, and he sends his records to
A90517 - me, called out in para 11 of the agreement on 030126. ref SDS 29 HF6N
A90518 - This provides continual examples of how to do all the work in SDS,
A90519 - illustrated by the record on 020708. ref SDS 19 MZ6O
A90520 -
A90521 -         [On 030611 Jerry incorporates this requirement in a proposal
A90522 -         to evaluate SDS. ref SDS 46 H45F
A90524 -  ..
A90525 - I can see the work Gary is doing and offer proactive support, see for
A90526 - example the record on....
A90527 -
A90528 -       Structure docs in SDS.................. 030410, ref SDS 34 0001
A90529 -       Com Manager skills..................... 030508, ref SDS 37 0001
A90530 -       Tip of the day on summarizing.......... 030521, ref SDS 39 0001
A90531 -       Tip of the day on links, subjects...... 030531, ref SDS 41 0001
A90532 -
A90533 -
A90535 -  ..
A90536 - Confidentiality SDS Records User Controls What is Released
A90537 -
A90538 - SDS supports confidentiality so that records can be flagged to avoid
A90539 - transfer to others, including from you to me and from me to you, etc.
A90541 -  ..
A90542 - There are also confidentiality marks that can be entered in SDS
A90543 - records to suppress parts of a record published to the Internet, what
A90544 - lawyers call "redacting."
A90545 -
A90546 -
A90547 -
A90548 -
A90549 -
A90550 -
A90551 -
A90552 -
A90553 -
A90554 -
A90555 -
A906 -