THE WELCH COMPANY
440 Davis Court #1602
San Francisco, CA 94111-2496
415 781 5700
rodwelch@pacbell.net


S U M M A R Y


DIARY: July 24, 2003 11:21 AM Thursday; Rod Welch

Jerry Nord submits signed Agreement on NDA to evaluate SDS.

1...Summary/Objective
2...Agreement Signed Launch SDS Product and Business Evaluation
3...Application Software Support Manager Fits Industry Efforts in KM
4...Customer Support Primary Industry Driver for Knowledge Management
.....Tele-marketing Customer Service Companies Potential First Adopters
......Knowledge Management Important Professional Platform
5...2 Worlds Bridging Gap from IT to KM -- Tools Vision Courage Disciples
6...Understanding Knowledge and Information Comes from Experience with SDS
7...Raven Failed because Knowledge Management is Difficult to Understand
8...Excellent IT Programs Compound Problem of Information Overload
9...Guess Gossip Bad Management Caused by Excellent IT Programs Outlook
10...Email Killer App Free Fast Easy Way to Make Endless Mistakes
11...Communication Biggest Risk Enterprise Email Kills Productivity
12...Productivity Killed by Email Makes Communication Biggest Risk


..............
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CONTACTS 
0201 - CSG Systems Inc.                                                                                                                                                   O-00000795 0404
020101 - Mr. Jerry J. Nord
0202/- Boeing                                                                                                                                                             O-00000816 0505
020201 - Mr. Garold L. Johnson
020203/- Modeling and Simulation                                                                                                                                          O-00000816 0505
0203 - Thelen, Reid & Priest LLP                                                                                                                                          O-00000043 0201
020301 - Mr. David Buoncristiani, Esq.                                                                                                                                    O-00000043 0201
0204 - Intel Corporation                                                                                                                                                  O-00000704 0201
020401 - Mr. Morris E. Jones;
0205 - Knowledge Management Consortium, In                                                                                                                                O-00000732 0101
020501 - Mr. John Maloney; President
0206 - KM Cluster                                                                                                                                                         O-00000732 0101
020601 - Mr. John Maloney; Founder

SUBJECTS
Legal Department CSG Proposes Developing Legal Agreement
Agreement on Using SDS and Participating in SDS Project Requires Memo
Nord, Jerry Will Develop Proposal for Protecting Welch IP
CSG Legal Department Proposes Developing License for SDS Pilot Test
Edits Requested from Morris Jones on Agreement Considering Edits Has
NDA Agreement Considering Edits IP Intellectual Pr
NDA Agreement CSG Users of SDS Will Sign Confidentiality Agreement to
Nord, Jerry Non-disclosure Agreement with CSG will List SDS as Exclud
Agreement CSG Users of SDS Will Sign Confidentiality Agreement to Pro
Nord, Jerry Non-disclosure Agreement with CSG will List SDS as Exclud
Appendix A Amendment to Section 7 to Explain Explicit Links and Stand
Proceed with NDA Agreement and Jerry will Begin Review of SDS While W
NDA between Jerry Nord and CSG Listing SDS as Welch IP Needed to Comp
NDA between Jerry Nord and CSG Listing SDS as Welch IP Needed to Comp

4416 -
4416 -    ..
4417 - Summary/Objective
4418 -
441801 - Follow up ref SDS A1 0000. ref SDS A0 0000.
441802 -
441803 - Received signed Agreement via fax from Jerry. ref SDS 0 G55J  There
441804 - are several cosmetic changes we might consider to increase the font
441805 - size and to activate internal links. ref SDS 0 0E7F  Should also
441806 - consider an amendment to explain "explicit links" that show up as
441807 - funny double dots. ref SDS 0 RU8P  Jerry is making progress on getting
441808 - the revised agreement from CSG listing SDS as protected IP, and we
441809 - need the Confidentiality agreement he plans to use with CSG people who
441810 - use SDS. ref SDS 0 HI3K  Jerry asks about CSI seeking "innovation" in
441811 - communication to improve Customer and Technical support. ref SDS 0
441812 - NN8N  Dedicated professionals are giving up, however, because without
441813 - SDS progress on improvement seems too slow. ref SDS 0 UJ8F  Jerry
441814 - offers support on introducing the Customer Support industry to Com
441815 - Metrics. ref SDS 0 PM94  There may KM groups in Jerry's location near
441816 - Omaha. ref SDS 0 KU9I  Like CSI, KM professionals have had a hard time
441817 - making progress on the KM agenda. ref SDS 0 Y44M  An example is IBM's
441818 - effort to convert LN into support for KM called Raven. ref SDS 0 DF9M
441819 - Jerry's analysis of weaknesses in email that make communication the
441820 - biggest risk in enterprise, explain why people who try to improve
441821 - management give up and turn into a "Pod" person. ref SDS 0 D24I
441822 - Jerry's growing awareness about the difference between reliance on
441823 - fragile and ephemeral memory and reliance on alignment in an SDS
441824 - record that enables accurate and consistent memory is the foundation
441825 - that opens a window of opportunity for SDS to succeed at CSG.
441826 - ref SDS 0 8W36
441827 -
441828 -      [On 030726 submitted letter transmitting signed Agreement to
441829 -      Jerry, with consideration for Amendment. ref SDS A2 6O5I
441830 -
441831 -
441832 -
441833 -
441835 -  ..
4419 -
4420 -
4421 - Progress
4422 -
442201 - Agreement Signed Launch SDS Product and Business Evaluation
442202 -
442203 - Follow up ref SDS A1 PSTQ.
442204 -
442205 - Yesterday, received a Word file from Jerry with the content of the
442206 - Agreement. ref OF 1 0001  Added some corrections, ref SDS A1 XU4L, and
442207 - then resubmitted the revised file to Jerry for conversion to Word to
442208 - create a document for signature. ref SDS A1 ZQ9W
442210 -  ..
442211 - Received ref DRT 1 0001 from Jerry saying....
442212 -
442213 -     1.  [Responding to your email last night transmitting a revised
442214 -         Agreement file for conversion to Word and signature by me, per
442215 -         your record on July 23, 2003..., ref SDS A1 ZQ9W
442217 -          ..
442218 -     2.  I am faxing our agreement now.  CSG agreement will follow
442219 -         after I get it released from HR (pulling my file, etc. -
442220 -         should've taken a copy when I updated it). ref DRT 1 8G5M
442221 -
442223 -  ..
442224 - To implement the Agreement we need....
442225 -
442226 -         a.  Jerry's agreement with CSG listing SDS as excluded IP, per
442227 -             planning on 030708, ref SDS 93 NO4N, using the form Jerry
442228 -             submitted on 030630. ref SDS 90 MW4H  Jerry's letter today
442229 -             reports progress on this task, ref SDS 0 VH3F, and aligns
442230 -             with the transmittal letter last night citing the record
442231 -             on 030723. ref SDS A1 PT8J
442232 -
442233 -                 [On 030730 Jerry making progress getting this task
442234 -                 accomplished. ref SDS A4 5T5J
442235 -
442237 -              ..
442238 -         b.  Confidentiality form of agreement and list of prospective
442239 -             CSG staff who will use SDS, per planning on 030611,
442240 -             ref SDS 82 K38V, and discussion with Jerry on 030612.
442241 -             ref SDS 84 K38V
442243 -              ..
442244 -             Possibly this is the matter that led CSG legal to suggest
442245 -             a license, reported on 030716. ref SDS 97 KY9F  Jerry may
442246 -             be planning to shoulder most of the burden for initial
442247 -             review in order to accomplish early evaluation toward
442248 -             developing a license, based on his letter on 030722 that
442249 -             plans to pursue license initiative after getting initial
442250 -             NDA. ref SDS A0 MU5Y  Jerry' planning aligns with prior
442251 -             work that encourages Jerry to rely on staff for bulk of
442252 -             learning, to avoid overloading Jerry's time that must be
442253 -             devoted to daily management, discussed initally on 030612,
442254 -             ref SDS 84 GZ6K, and in detail on 030620. ref SDS 87 HS9O
442256 -                ..
442257 -               [On 030726 letter to Jerry asks about these matters.
442258 -               ref SDS A2 LS6O
442260 -                ..
442261 -               [On 030729 called to follow up. ref SDS A3 5T5J
442263 -                ..
442264 -               [On 030730 changed approach; Jerry will be primary user
442265 -               of SDS during phase 1, which will develop a license for
442266 -               other CSG staff to use SDS in Phase 2. ref SDS A4 ES68
442268 -              ..
442269 -         c.  Schedule discussed with Jerry on 030612 and submitted to
442270 -             Jerry at that time. ref SDS 84 CF3K
442272 -              ..
442273 -             It is understood that any Schedule is solely
442274 -             informational, since Jerry and CSG have complete freedom
442275 -             to perform the Agreement of evaluating SDS technology in
442276 -             the manner of their choosing. ref OF 1 0001  Doing a
442277 -             schedule, however, gets people into the swing of getting
442278 -             things done, and of thinking about sequencing and details
442279 -             that need action.
442281 -              ..
442282 -         d.  Welch submit SDS CD and provide support, per planning in
442283 -             Jerry's proposal on 030611, ref SDS 82 K36O, and discussed
442284 -             with Jerry on 030612. ref SDS 84 IU4O
442285 -
442286 -
442287 -
442288 -
442290 -  ..
442291 - Jerry continues....
442292 -
442293 -     3.  Have signed and initialed pages.  (changed font to reduce
442294 -         number of pages). ref DRT 1 YF6G
442295 -
442296 -            [...below, consider increasing font size. ref SDS 0 0E7F
442297 -
442299 -  ..
4423 -
4424 -
4425 - 1152
4426 -
442601 - Called Millie.
442602 -
442603 - She has received the signed agreement from Jerry.
442604 -
442605 -
442607 -  ..
4427 -
4428 -
4429 - 1749
4430 -
443001 - Received printed Agreement submitted by Jerry earlier this morning,
443002 - per above. ref SDS 0 ES7F
443003 -
443004 -        Have not received the updated Word file used to prepare the
443005 -        fax, which was requested on 030723. ref SDS A1 ZQ9W
443006 -
443007 -            [On 030726 wrote a letter asking Jerry about these action
443008 -            items. ref SDS A2 LS5O
443010 -             ..
443011 -            [On 030805 received the Word file.
443013 -  ..
443014 - Review shows.....
443015 -
443016 -    1.  Agreement has the same language as the file, ref OF 1 0001
443017 -        submitted to Jerry last night. ref SDS A1 ZQ9W
443019 -         ..
443020 -        Signed the Agreement, and initialed each page.
443021 -
443022 -            [On 030726 submitted signed Agreement file in PDF format to
443023 -            Jerry. ref SDS A2 6O5I
443024 -
443026 -         ..
443027 -    2.  Change in the size of the font is a good idea to reduce the
443028 -        number of pages, as Jerry reports. ref SDS 0 VH35  The small
443029 -        size is very difficult to read for older people without a
443030 -        magnifying glass.
443032 -         ..
443033 -        Would like to get a version with the font closer to the HTML
443034 -        size 4, if that is possible.
443035 -
443036 -            [On 030726 wrote a letter asking Jerry about these action
443037 -            items. ref SDS A2 LS5O
443038 -
443039 -            [On 030805 received the Word file with revised font.
443041 -         ..
443042 -    3.  Word file Jerry submitted works correctly for external links;
443043 -        but, internal links fail.  Would be helpful to have a Word file
443044 -        where internal links are active, as well as external links, so
443045 -        that this document can be used to educate others about the
443046 -        ideas and IP being protected.
443047 -
443048 -            Later in the afternoon, asked Gary to look at the
443049 -            Word file and see if there might be something I am doing
443050 -            wrong, since Word files are not commonly used for Knowledge
443051 -            Management, noted by Steve Balmer saying that over the next
443052 -            five (5) years Microsoft will upgrade its software to
443053 -            improve productivity. ref SDS 47 8Y8H
443054 -
443056 -         ..
443057 -    4.  We should consider amendment to language developed in the file,
443058 -        ref OF 1 06VV, on 030708, ref SDS 93 0Z3F, as follows...
443060 -         ..
443061 -        Double dots identify "explicit links" throughout the Agreement
443062 -        that are inert, unnecessary, and so confusing when printed, but
443063 -        extend the power of literacy called out in the Technology.
443064 -        This should be explained in the Agreement as illustrative of
443065 -        protected Technology, along with noting that bold and
443066 -        underlined words and phrases are links that are accessible in
443067 -        the online version of the Agreement.  As a result, specific
443068 -        changes should be considered....
443069 -
443070 -              [On 030730 telecon with Jerry, decided to defer these
443071 -              amendments to a Phase 2 Agreement. ref SDS A4 EW4J
443072 -
443073 -        a.  Change Appendix A section 7 para 1, ref OF 1 06VV, to read
443074 -            as follows....
443076 -             ..
443077 -            Documents issued and received, including email, can be
443078 -            instantly converted into HTML for display on the Internet,
443079 -            and links into the SDS record are added automatically for
443080 -            context.  HTML anchors and explicit links are further added
443081 -            to provide visible notice and a convenient means for people
443082 -            viewing SDS content with a web browser to instantly capture
443083 -            a link address in order to create a citation in other
443084 -            documents (e.g., email) back to a specific location in the
443085 -            original source.  Explicit links are designated by a system
443086 -            of double dots above the first character in the first
443087 -            sentence of a paragraph, as shown in this Agreement.  In
443088 -            addition, bold and underlined words and phrases in this
443089 -            Agreement are links to references to other sections in the
443090 -            Agreement and to external sources, including SDS records.
443091 -            Explicit links, and standard links are actionable
443092 -            instruments when the Agreement is viewed in a computer
443093 -            medium, and thereby illustrate the Technology.
443095 -             ..
443096 -        b.  Change Appendix A introduction Section 7 para 2,
443097 -            ref OF 1 MV4N as follows....
443099 -             ..
443100 -            SDS records are similarly converted for publication on the
443101 -            Internet and/or a secure intranet by simply clicking a
443102 -            common mouse.  Porting SDS records and other documents to
443103 -            the Internet provides a connected environment of Knowledge
443104 -            Space using the system of explicit links described in the
443105 -            preceding paragraph, and illustrated by the SDS record on
443106 -            July 18, 2003 reporting on planning to prepare this
443107 -            Agreement. ref SDS 99 0000
443109 -             ..
443110 -        c.  Considered change Appendix A introduction para 7,
443111 -            ref OF 1 Y084, to expressly refer to an "Appendix B" that
443112 -            illustrates a raw SDS record.  Decided against this because
443113 -            SDS records are cited throughout the Agreement, and so
443114 -            these illustrate the format that is being protected, which
443115 -            are accessible through links in the Agreement, and this
443116 -            fact is being disclosed in the proposed amendment to
443117 -            Section 7, per above. ref SDS 0 RU8P
443119 -             ..
443120 -            If we print examples for all of the screens in SDS, we
443121 -            would wind up with a huge specification showing various
443122 -            features.
443124 -         ..
443125 -    5.  Appendix A explains distinction between Communication Metrics,
443126 -        SDS and POIMS, which came up in correspondence Jerry submitted
443127 -        on 030709 when Sarah requested a clarification. ref SDS 95 J98I
443128 -
443129 -            Do the explanations in Appendix A work or do we need
443130 -            additional effort?
443131 -
443132 -
443133 -
443134 -
4432 -

SUBJECTS
Title Application Software Support Manager Assignment at CS
Assignment Jerry Nord Manager Application Software Support Work Use S
SDS Applications Scope of Marketing Appeal to Different Customers and
Synergy Jerry's Assignment in Applications Software Support Provides
Application Software Support Manager Work Use SDS Approved Jerry's Bo
Planning Marketing Strategy Customer Technical Support Market Jerry N
New Way of Working Intelligently Bridge to Culture of Knowledge Expli
Synergy Jerry's Assignment in Applications Software Support Provides
Microsoft Programs Platform to Rewrite SDS from the Beginning
Product Development Synergy Jerry's Assignment in Applications Softwa
Customer Support Software Applications Manager Work Use SDS Approved
Nord, Jerry at CSG Asks About History and Follow Up Working with Greg
KM Jerry Asks About Getting Involved in a Knowledge Management Organi
Nord, Jerry CSG Asks about KM in Omaha Nebraska Area Recommend Contac

7016 -
701701 -  ..
701702 - Application Software Support Manager Fits Industry Efforts in KM
701703 - Customer Support Primary Industry Driver for Knowledge Management
701704 -
701705 - Follow up ref SDS A1 4U8J, ref SDS 99 NM3F.
701706 -
701707 - Received ref DRT 2 0001 from Jerry responding to the record yesterday
701708 - explaining inquires by Greg Oxton with CSI, ref SDS A1 7E3M, and other
701709 - background on application of SDS to Customer Support work, which is
701710 - related to Jerry's assignment at CSG. ref SDS A1 4U8J  An email to
701711 - Jerry yesterday that transmitted the revised Agreement to Jerry,
701712 - ref SDS A1 ZQ9W, cited the record on this matter as well.
701714 -  ..
701715 - Today Jerry comments on understandings from reviewing background in
701716 - the SDS record.....
701717 -
701718 -      So, have you heard anymore from Greg?  From the records I
701719 -      followed, it appears not.
701721 -  ..
701722 - Jerry is correct.  The history on working with Greg Oxton shows....
701723 -
701724 -     •  Greg asks about SDS on Internet;
701725 -        he heads professional group for
701726 -        Customer and Technical Support
701727 -        calling for innovations in
701728 -        communication embodied in efforts
701729 -        to promote advance to KM.............. 021011, ref SDS 65 0001
701731 -         ..
701732 -     •  Greg recognizes Com Metrics
701733 -        presents innovation needed by
701734 -        his professional group to save
701735 -        time and money by improving
701736 -        communication......................... 021021, ref SDS 66 0001
701738 -         ..
701739 -     •  Called Greg to develop potential
701740 -        of Com Metrics to enable service
701741 -        innovation for communication
701742 -        needed by customer support
701743 -        professionals......................... 021030, ref SDS 67 0001
701745 -         ..
701746 -     •  Greg reviewed POIMS sees nexus
701747 -        with CSI mission to improve
701748 -        Customer Support practices;
701749 -        scheduled meeting to see SDS.......... 030103, ref SDS 69 0001
701751 -         ..
701752 -     •  Greg sees SDS demonstration;
701753 -        discovers communication innovation
701754 -        to improve customer support is
701755 -        enabled by Com Metrics; will canvas
701756 -        CSI membership on interest to save
701757 -        time and money........................ 030107, ref SDS 70 0001
701759 -         ..
701760 -     •  Greg reports not enough time for
701761 -        planning to canvas CSI membership
701762 -        on using Com Metrics for saving
701763 -        time and money........................ 030109, ref SDS 71 0001
701765 -         ..
701766 -     •  Called Greg to follow up on CSI
701767 -        mission to develop innovation
701768 -        in communication for saving time
701769 -        and money............................. 030131, ref SDS 72 0001
701771 -         ..
701772 -     •  Greg plans to present SDS, Com
701773 -        Metrics, POIMS to CSI membership
701774 -        and at professional events; feels
701775 -        innovation in communication to
701776 -        save time and money cannot be
701777 -        grasped by customer support
701778 -        professionals ........................ 030204, ref SDS 73 0001
701780 -         ..
701781 -     •  Greg unable to follow up; seems
701782 -        to have given up on mission to
701783 -        develop innovation in communication
701784 -        for customer support professional..... 030307, ref SDS 74 0001
701786 -  ..
701787 - This record reflects despair from giving up on innovations to improve
701788 - communication, because progress is slow on complex problems, reported
701789 - by Drucker reviewed on 931130. ref SDS 7 3851  Even professionals who
701790 - champion change to improve, have difficulty applying ideas they
701791 - promote for saving time and money, reported on 020812, ref SDS 62
701792 - 659F, and so simply wake up one morning and give up, noted recently on
701793 - 030609. ref SDS 81 8C3P  This seems to occur, because without SDS, it
701794 - very hard for people to transition from IT to a culture of knowledge,
701795 - and without reinforcement from positive experience, resolve eventually
701796 - dissipates, as reported on 921205 reviewing Steven Covey's work.
701797 - ref SDS 5 6013
701798 -
701799 -
701801 -      ..
701802 -     Tele-marketing Customer Service Companies Potential First Adopters
701803 -
701804 -
701805 - Jerry continues...
701806 -
701807 -      Do you have other contacts who would be interested in findings
701808 -      for a call center?
701810 -       ..
701811 -      I will put together a list of people we can contact who do this
701812 -      for a living.  Omaha has many large tele-marketing/customer
701813 -      service companies that may prove to be first adopters and I have
701814 -      several contacts for this. ref DRT 2 835N
701816 -  ..
701817 - This is a good opportunity for innovations in Communication Metrics to
701818 - support Customer and Technical support.  On 991217 PeopleSoft
701819 - management set out some issues that may get attention by the people
701820 - Jerry has in mind to contact. ref SDS 29 6480
701821 -
701822 -         [On 030726 thanked Jerry for ideas and effort on marketing to
701823 -         customer support industry. ref SDS A2 4U8J
701824 -
701826 -       ..
701827 -      Knowledge Management Important Professional Platform
701828 -
701829 -
701830 - Jerry continues...
701831 -
701832 -      Also, is there any knowledge management organizations that you
701833 -      know of that may have affiliates in my area? ref DRT 2 J36J
701835 -  ..
701836 - KM organizations, like CSI discussed above, ref SDS 0 4U8J, spring up
701837 - around big technology firms and customers, like the government, who
701838 - need better communication.  Demand for better communication to improve
701839 - management that fuels KM-type efforts reflects cultural change that
701840 - makes management a bigger component of productivity as a result of
701841 - automating manual tasks, see NWO. ref OF 12 27YT
701843 -  ..
701844 - Will notify John Maloney of Jerry's interest in KM support for the
701845 - Omah, Nebraska area.  John heads up the KM Cluster, a professional
701846 - group in the San Francisco Bay Area.  He sponsors events every few
701847 - months, illustrated by the record on 991217. ref SDS 29 0001
701849 -  ..
701850 - Experience working with KM people indicates that, for reasons in the
701851 - draft endorsement of SDS by Pat Lincoln at SRI, ref OF 2 OI6H, KM
701852 - professionals have had difficulty making progress advancing from
701853 - information technology to a stronger solution for knowledge tools.....
701854 -
701855 -        PMI is a precursor to KM for
701856 -        using tools to improve management,
701857 -        abandoned core principles of good
701858 -        management, see Asilomar Redux..............., ref OF 16 H64S
701860 -         ..
701861 -        KM Managers attend professional
701862 -        event to discover what KM means....... 991217, ref SDS 29 9030
701864 -         ..
701865 -        KM group at SRI advised to first
701866 -        understanding difference between
701867 -        information and knowledge as
701868 -        predicate to develop KM tools......... 000120, ref SDS 31 5063
701870 -         ..
701871 -        KM group at SRI reports not
701872 -        enough knowledge to develop
701873 -        KM.................................... 000615, ref SDS 36 6271
701875 -         ..
701876 -        World conference on KM in
701877 -        Montreal places hopes in IBM
701878 -        to succeed in converting LN into
701879 -        KM support with Raven................. 000831, ref SDS 39 G69G
701881 -         ..
701882 -        John describes KM as developing
701883 -        fantastic social relationships........ 010114, ref SDS 45 EK3I
701885 -         ..
701886 -        Article reports KM experts
701887 -        cannot distinguish knowledge
701888 -        from information...................... 020608, ref SDS 57 JA4L
701890 -         ..
701891 -        KM expert at IBM reports all
701892 -        other KM efforts have failed.......... 020608, ref SDS 57 QV5G
701894 -         ..
701895 -        John Maloney reports SDS does
701896 -        not fit proven template for
701897 -        evaluating KM programs that
701898 -        have failed........................... 020610, ref SDS 58 N16F
701900 -  ..
701901 - The draft endorsement relates the issue Jerry raised recently on
701902 - 030722 objecting to the requirement for using a connected web of
701903 - information for "Knowledge Space" in SDS records to enable a paperless
701904 - office online, as explained in POIMS, ref OF 6 1107, rather than using
701905 - documents printed on paper for information management. ref OF 2 IB6L
701906 -
701907 -
701909 -  ..
701910 - 2 Worlds Bridging Gap from IT to KM -- Tools Vision Courage Disciples
701911 -
701912 - On 030512 review of common practice using documents for management
701913 - demonstrates the challenge of bridging the gap between two (2) worlds
701914 - for transformation from information to a culture of knowledge.
701915 - ref SDS 76 ZT54  So far, KM professionals have talked in conferences
701916 - and written in articles and books about a new world of better
701917 - productivity, but have thus far failed to start the journey from the
701918 - old world, reviewed on 020812, ref SDS 62 659F, because a quantum leap
701919 - in productivity requires vision and courage to take the first step,
701920 - noted in NWO, ref OF 14 7055, by learning to press a few new buttons
701921 - in SDS that are not available in familiar Microsoft programs that
701922 - everybody likes, observed by Andy Grove at Intel. ref SDS 20 1657
701924 -  ..
701925 - As shown, above experience with PMI to improve communication, with
701926 - Doug Engelbart's group at SRI to develop OHS/DKR, with John and his
701927 - group in the KM community, and more recently with CSI to develop
701928 - innovations in communication, shows that reliance on professional
701929 - support is not effective until after transformation.  Pioneers
701930 - typically are not professionals, because they are forming a new way of
701931 - working to build a new profession that does net yet exist, illustrated
701932 - by requirements, ref DRP 10 JM7O, and skills, ref DRP 10 2084, for a
701933 - scope of services to perform Com Metrics published by USACE.
701934 - ref DRP 10 4929
701936 -  ..
701937 - As a result, we need disciples and bright stars to submit papers and
701938 - make presentations at professional events based on foundational
701939 - documents for Com Metrics.....
701940 -
701941 -          http://www.welchco.com/00601.HTM
701942 -
701943 - ...and experience, like Gary is developing at Aerospace company and like Jerry
701944 - hopefully will enjoy at CSG, in order to build faith that a safe route
701945 - has been found for professionals need to make the journey from IT to a
701946 - culture of knowledge, in like manner that Daniel Boone and others
701947 - found a path to better lands, then the professionals came and turned
701948 - the path into a road, a highway, a town, a city a more powerful nation
701949 - that lifts civilization to a new plateau.
701950 -
701951 -
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SUBJECTS
Raven Cosmetic Change to Microsoft Outlook Fails to Develop Knowledge
Information Management Print Documents Disappointed about Losing Inve
Knowledge Management Raven Fails to Accomplish Knowledge Mangement Je
Outlook Raven Cosmetic Improvement Fails to Develop Knowledge Managem
Disputes Raven Fails to Accomplish Knowledge Management But Develops A
Information Overload Guess Gossip Problem Compounded by Microsoft Pro
Communication Biggest Risk Enterprise Bad Management Guess Gossip Pro
Secret SDS Only KM Design Counterintuitive Difficult to Discover Arch
Raven Failed Convert Lotus Notes into KM Engineers Don't Know How to
Nord, Jerry CSG Raven IBM KM Project Jerry Objected to Reporting that
Lotus Notes Cited as Only KM Program at Professional Event in Montrea
Lotus Notes Cited as Only KM Program at Professional Event in Montrea
Email Productivity Killed Popular Program for Collaboration Groove In
Nord, Jerry CSG Raven IBM KM Project Jerry Objected to Reporting that
Killer App Email Kills Productivity Grows Demand for SDS Add Intellig
Information Knowledge Different Jerry Beginning to Comprehend
Johnson, Gary Explains Common Information Management Practice Require
Outlook Information Overload Guess Gossip Problem Compounded
2 Worlds Bridge Gap Between IT and KM Transformation 3-layer Architec

A921 -
A92201 -  ..
A92202 - Understanding Knowledge and Information Comes from Experience with SDS
A92203 - Raven Failed because Knowledge Management is Difficult to Understand
A92204 - Excellent IT Programs Compound Problem of Information Overload
A92205 - Guess Gossip Bad Management Caused by Excellent IT Programs Outlook
A92206 -
A92207 - Follow up ref SDS A1 7E5R.
A92208 -
A92209 - Received ref DRT 3 0001 from Jerry commenting on analysis in the
A92210 - record yesterday of opportunity for making progress in Knowledge
A92211 - Management, ref SDS A1 7E5R, that cites IBM's research showing KM has
A92212 - failed reported on 020608, ref SDS 57 QV5G, and the report on 001130
A92213 - that IBM had difficulty converting Lotus Notes into effective support
A92214 - for KM, as reported on 001130. ref SDS 42 F26K
A92216 -  ..
A92217 - Jerry says.....
A92218 -
A92219 -    1.  Did some lookup on Lotus Notes Raven and came across their
A92220 -        release called Discovery Server.
A92221 -
A92222 -            ftp://ftp.lotus.com/pub/lotusweb/product/discovery/G325-2048-00_final.PDF
A92224 -         ..
A92225 -    2.  As I begin to comprehend the difference between knowledge
A92226 -        management and information overload, I see where this tool and
A92227 -        tools like it will just continue to support "guess and gossip"
A92228 -        because the people you are directed to as knowledge space
A92229 -        experts forget, preface their statements of fact with "I think"
A92230 -        and usually are unable to point the person towards accurate,
A92231 -        up-to-date information that is linked to the issue at hand.
A92232 -        ref DRT 3 9T5O
A92234 -  ..
A92235 - Jerry's insight to distinguish information from knowledge, and view
A92236 - that learning to comprehend is a journey which he is beginning with
A92237 - review of POIMS on 030708, ref SDS 94 0001, and now signing off on the
A92238 - Agreement calling for using technology to implement a theory of
A92239 - "knowledge," ref OF 1 Y06L -- these formative insights are a good and
A92240 - most likely essential foundation for learning SDS in order to grow
A92241 - comprehension of the difference between information and knowledge.
A92242 - Gary's experience learning and using SDS illustrates that
A92243 - deeper understanding of these issues occurs through using SDS over
A92244 - time.
A92245 -
A92246 -     [On 030726 sent email to Jerry linked to this record showing
A92247 -     growing awareness about objectives of SDS. ref SDS A2 DF9M
A92248 -
A92249 -
A92251 -  ..
A92252 - Email Killer App Free Fast Easy Way to Make Endless Mistakes
A92253 - Communication Biggest Risk Enterprise Email Kills Productivity
A92254 - Productivity Killed by Email Makes Communication Biggest Risk
A92255 -
A92256 - Research on 000307 shows that doing KM with conventional tools is hard
A92257 - work, which is why nobody does it. ref SDS 33 5182  Research on 010908
A92258 - shows that email is a "killer application" that kills productivity and
A92259 - earnings by attracting people, like "fools gold" into a practice of
A92260 - continual bumbling because it is fast and easy to make mistakes. where
A92261 - mistakes are fast and easy to make. ref SDS 49 YF5O  SDS makes KM fast
A92262 - and easy by integrating cognitive tasks so that each supports the
A92263 - other, noted in POIMS. ref OF 5 2688  Learning a palette of
A92264 - integrated tasks takes more than 20 minutes normally allocated for
A92265 - learning software on the job, as reported on 890809. ref SDS 1 6162
A92266 - Beginning the process of learning SDS with strong belief in the power
A92267 - of knowledge, noted by Jerry today, is a big plus for the SDS project
A92268 - at CSG, based on review of Stephen Covey's work on 921205. ref SDS 5
A92269 - 4803
A92271 -  ..
A92272 - Jerry continues....
A92273 -
A92274 -    3.  I initially took exception to your note that Raven failed, but
A92275 -        it really did.  They just put together another "outlook"
A92276 -        interface to information that will continue to overload
A92277 -        management and result in poor and expensive decision making.
A92278 -        ref DRT 3 CT6M
A92280 -  ..
A92281 - Taking exception and lodging objections are primary metrics of
A92282 - communication for refining accuracy through continual feedback that
A92283 - makes collaboration effective, as related on 961017. ref SDS 16 Y35O
A92285 -  ..
A92286 - Advertising and stories aimed at attracting large scale sales drives
A92287 - development in sustaining markets, reported on 990527 reviewing
A92288 - requirements for bring disruptive technologies to market. ref SDS 24
A92289 - LF8G  Disruptive technologies ask "What will improve productivity to
A92290 - save time and money?"; while, sustaining technologies are driven to
A92291 - ask "How can I bundle my software to gain market share in order to
A92292 - meet the payroll and pay a dividend to keep the stock price up."
A92294 -  ..
A92295 - With the exception of niche markets, like CSG, mainstream information
A92296 - management has become a sustaining technology driven almost entirely
A92297 - over the past five (5) years by marketing hype that packages the same
A92298 - IT support in a cascading orgy of new names, reported, for example on
A92299 - 980226. ref SDS 19 2716  Cultural requirements for common tools to
A92300 - perform foundational tasks of communication fuels desire for a single
A92301 - source.  Traditional reliance on a single design for literacy grows
A92302 - faith in Microsoft as the common solution, just as the alphabet has
A92303 - been the common solution for 2,000 years.
A92305 -  ..
A92306 - The economy is in a near straight-jacket, reported on 001207,
A92307 - ref SDS 43 V54M, trying to use wordprocessing designed to publish
A92308 - stories, for management that requires structure -- the classic dilemma
A92309 - of fitting a square peg in a round hole.  Outlook illustrates how an
A92310 - extraordinarily powerful program locks people into a crushing spiral
A92311 - of mistakes, loss, conflict, crisis and calamity by forcing reliance
A92312 - on information technology in a world that can only advance by
A92313 - transformation to a culture of knowledge, discussed recently on
A92314 - 030617. ref SDS 85 RN6M
A92316 -  ..
A92317 - Jerry concludes....
A92318 -
A92319 -    4.  Just some thoughts. ref DRT 3 JT7I
A92321 -  ..
A92322 - ...and the right kind of thoughts for advancing from information to a
A92323 - culture of knowledge, showing that investing intellectual capital,
A92324 - explained in POIMS, ref OF 5 1101, leverages the power of conservation
A92325 - for recycling knowledge to save time and money. ref OF 6 G15N
A92326 -
A92327 -     [On 030726 sent email to Jerry linked to this record showing
A92328 -     growing awareness about objectives of SDS. ref SDS A2 DF9M
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Distribution. . . . See "CONTACTS"