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S U M M A R Y


DIARY: October 8, 2003 10:37 AM Wednesday; Rod Welch

Tom Gilbert submits analysis of POIMS for SDS project launch at CSG.

1...Summary/Objective
2...POIMS Explains Purpose SDS for Com Metrcs from Experience
3...Experience Using SDS Shows Big Organizations Helped by Intelligence
........Memory Engine of Thinking Reasoning Civilization
........Thinking Through Writing Improves Remembering Communicating
........Little Intelligence Makes Big Improvement
........Communication Analyst Supports Organizational Memory
........Good Intelligence on Big Projects Requires Teamwork


..............
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CONTACTS 

SUBJECTS
Foundational Document Review
Analysis Written on POIMS SDS Learn Use Tom Gilbert About 30 Good Scr
POIMS Foundational Document Review Tom Gilbert Submit Written Analysi
POIMS Questions Tom Will Submit to Show Correlation between SDS and C

1106 -
1106 -    ..
1107 - Summary/Objective
1108 -
110801 - Follow up ref SDS 11 0000.
110802 -
110803 - Received a letter from Tom reviewing POIMS per planning in the project
110804 - launch meeting on 031002. ref SDS 11 GQ4L  Tom's letter today, follows
110805 - up his letter on 031003 explaining results of the telecon meeting on
110806 - 031002, also, per planning in that meeting, ref SDS 11 WA4N, and as
110807 - reported in the record on 031006.  Tom's letter today answer's his
110808 - question on 031006 about the purpose of SDS. ref SDS 12 O69H  Gary
110809 - Johnson submitted a response to Tom's letter explaining how SDS is
110810 - used on a big technology proejct. ref SDS 0 II3N
110812 -  ..
110813 - Tom says....
110814 -
110815 -    1.  Subject: RE: SDS Installation
110825 -         ..
110826 -    2.  Rod
110827 -
110828 -        After reading through POIMs I believe I see the goal of SDS...
110830 -             ..
110831 -        a.  The ability to basically take data and start recording
110832 -            information today so that in the future when we encounter a
110833 -            similar situation we have the ability to refer back to how
110834 -            the situation was handled in the past.
110836 -  ..
110837 - Below, Gary responds to Tom, and notes a footnote the value of
110838 - using explicit links for providing context that saves time and reduces
110839 - mistakes. ref SDS 0 JU9W  In this case, Tom's letter explains
110840 - something he "sees" in POIMS, and this can be helped by first pointing
110841 - to something specific in POIMS he saw that supports analysis in his
110842 - letter, as explained in the record on 020726. ref SDS 1 TV9K
110844 -  ..
110845 - Tom continues...
110846 -
110847 -        b.  In addition the ability to document what individuals
110848 -            responsibilities can help the company in general to be more
110849 -            efficient.  I do see the potential for this strengthen the
110850 -            link to information throughout an organization.
110852 -  ..
110853 - Below, Gary explains in a letter to Tom that SDS lifts capacity to
110854 - think, remember and communicate through a process of thinking through
110855 - writing. ref SDS 0 JT7U
110857 -  ..
110858 - Tom continues...
110859 -
110860 -        c.  I still wonder how this is handled.  Do we start with one
110861 -            group and then span to additional groups to grow  and with
110862 -            each group add another person to manage the collection of
110863 -            this information?  This is the one sticking point that I do
110864 -            not understand.
110866 -  ..
110867 - Below, Gary explains how a Com Analyst helps the rest of the group
110868 - work "intelligently," and that one person, alone, cannot provide
110869 - Communication Metrics for an entire company. ref SDS 0 JT4P and
110870 - ref SDS 0 JU4T
110872 -  ..
110873 - Tom continues...
110874 -
110875 -        d.  Other than that from our groups perspective I see the
110876 -            potential of using this tool to help with the communication
110877 -            of just what is currently taking place and who is
110878 -            responsible for the next action.
110880 -  ..
110881 - Below, Gary responds that the group where he works has become
110882 - acclimated to getting SDS records for organizational memory, and this
110883 - has led increased visibility and responsibility for Gary as the
110884 - project "history button." ref SDS 0 JT5Q
110886 -  ..
110887 - Tom continues...
110888 -
110889 -    3.  I will talk to Jerry more on his thoughts to how he views this
110890 -        to help CSG today.
110892 -  ..
110893 - Talking to Jerry about how SDS and Com Metrics relate to CSG practices
110894 - and procedures aligns with planning on 031002. ref SDS 11 WB39
110896 -  ..
110897 - Tom's letter above, ref SDS 0 OR5K, responds to a letter submitted to
110898 - CSG yesterday...
110899 -
110900 -    1.  From: Rod Welch [mailto:rodwelch@pacbell.net]
110901 -        Sent: Tuesday, October 07, 2003 11:48 AM
110902 -        To: Gilbert, Tom
110903 -        Cc: Nord, Jerry; Johnson, Garold L.
110904 -        Subject: SDS Installation
110906 -         ..
110907 -    2.  Tom,
110908 -
110909 -        Please see the record of telecon yesterday on 031006.
110910 -        ref SDS 12 0001, and responding to your letter submitted on
110911 -        031003 showing results of the project launch telecon meeting.
110912 -        ref SDS 12 O69H
110914 -         ..
110915 -    3.  Thanks.
110917 -         ..
110918 -    4.  Rod
110919 -
110920 -
1110 -
1111 -
1112 -
111201 -
1113 -

SUBJECTS
POIMS Questions Tom Will Submit to Show Correlation between SDS and C
Written Analysis Tom Gilbert POIMS Foundational Document Review
Johnson, Gary Responds to Tom's Questions and Understanding fr
Purpose SDS Not Verbatim Transcript Adds Intelligence Facilitates Mak
Gilbert, Tom Explains Purpose of SDS Based on Review of POIMS
Johnson, Gary Responds to Tom's Questions and Understanding fr
Purpose SDS Implement 8 Steps Communication Metrics Improve Managemen
Gilbert, Tom Respond to Letter on Purpose of SDS for Com Metrics at C
Dilemma KM People Have Difficulty Understanding Transformation from D
SDS Improves Memory and This Augments Intelligence Which Enables Good

2812 -
2813 - 1343
281401 -  ..
281402 - POIMS Explains Purpose SDS for Com Metrcs from Experience
281403 - Experience Using SDS Shows Big Organizations Helped by Intelligence
281404 -
281405 - Gary got a copy of Tom's letter this morning, per above.
281406 - ref SDS 0 OR5K  This afternoon, received a copy of Gary's letter to
281407 - Tom commenting on Tom's question about how many people are needed to
281408 - use SDS for improving productivity and earnings. ref SDS 0 5K77
281409 -
281410 -    1.  From: EXT-Johnson, Garold L
281413 -         ..
281414 -        Sent: Wednesday, October 08, 2003 12:13 PM
281415 -        To: Gilbert, Tom
281416 -        Subject: SDS Installation
281417 -
281429 -         ..
281430 -    2.  Tom,
281431 -
281432 -        Your analysis of POIMS [in Tom's letter this morning, per
281433 -        above, ref SDS 0 II6F, reflects my initial perspective
281434 -        wondering how SDS can be helpful in a big organization,
281435 -        especially your point about how many people it takes to keep up
281436 -        with effective analysis. ref SDS 0 5K77
281438 -         ..
281439 -        So, this is just a "look ahead" to explain my current view
281440 -        after going through the learning curve and getting experience
281441 -        using SDS for Com Metrics, which is the path you will be
281442 -        traveling starting next week after your vacation.
281443 -
281444 -
281445 -
281446 -
2815 -

SUBJECTS
SDS Improves Memory and This Augments Intelligence Which Enables Good M
Progress Using SDS According to the Design Enables Discover

5304 -
530501 -         ..
530502 -        Memory Engine of Thinking Reasoning Civilization
530503 -        Thinking Through Writing Improves Remembering Communicating
530504 -
530505 -        Follow up ref SDS 4 424O.
530506 -
530507 -    3.  This might be too simple or obvious so I apologize in advance
530508 -        for saying it, but SDS is mostly about discovering, crafting,
530509 -        and refining what we "think."  That's where the idea comes from
530510 -        for  "thinking through writing," discussed in POIMS.
530511 -        ref OF 6 3742
530513 -         ..
530514 -    4.  Since memory is the engine of reasoning, by remembering
530515 -        connections of cause and effect, SDS is about making
530516 -        connections and accurately remembering the right connections
530517 -        when needed, as shown in my record on 030413. ref SDS 3 0001
530519 -  ..
530520 - On 030416 reviewed Gary's record on 030413 showing progress using SDS
530521 - at a major aerospace contractor that improves understanding of how SDS
530522 - improves management by augmenting intelligence. ref SDS 4 7P5F
530524 -  ..
530525 - Gary continues...
530526 -
530527 -        Since we use memory everyday all day long in communication for
530528 -        meetings, making calls and preparing documents like email,
530529 -        software code, spreadsheets, specifications, etc., the SDS
530530 -        record winds up helping every aspect of daily work by avoiding
530531 -        mistakes and discovering opportunity from making connections
530532 -        routinely that are otherwise overlooked.  Rod tries to simplify
530533 -        this into the idea that this augments "intelligence."
530535 -         ..
530536 -    5.  Without a solid grounding, human memory drifts over time, as
530537 -        explained in POIMS. ref OF 3 049O  Intent does change over
530538 -        time, but we want it to be a result of conscious decision, not
530539 -        of a failure to remember correctly.
530540 -
530541 -
530542 -
530543 -
5306 -

SUBJECTS
Organizational Memory Little Intelligence Goes a Long Way to Improve Ma
8 Steps Not Enough Time to Use SDS According to Design for Adding Subje
Gilbert, Tom Letter Gary Writes to CSG Explaining Organizational Memo

5505 -
550601 -         ..
550602 -        Little Intelligence Makes Big Improvement
550603 -        Communication Analyst Supports Organizational Memory
550604 -
550605 -        Follow up ref SDS 7 JJ7O, ref SDS 6 5B91.
550606 -
550607 -    6.  For a group, the idea is for one person to deliver
550608 -        "intelligence" that helps everyone convert information into
550609 -        knowledge by expanding span of attention.  I see the benefits
550610 -        of this in work at a major aerospace company, where people go
550611 -        over the same things repeatedly and spend hours asking about
550612 -        who said what at the last meeting, or forgetting the last
550613 -        meeting entirely.  You might wonder why this is so, since I am
550614 -        using SDS?  This goes to your second point that one person
550615 -        alone cannot do Com Metrics for a big company.  On the other
550616 -        hand, as Rod says,  a little intelligence goes a long way.
550618 -         ..
550619 -    7.  I am working on a big project, basically a 10 year effort
550620 -        estimated at about $26B depending on which article you read.
550621 -        There are offices for this project around the country, and the
550622 -        world for that matter, plus many subcontractors all involved in
550623 -        the project.  For our little world here in Huntington Beach,
550624 -        CA, SDS is making progress in the sense that people seem to
550625 -        count on "Gary" for accurate organizational memory.
550627 -         ..
550628 -        A few weeks ago on 030821 my boss was leading a meeting and
550629 -        suddenly stopped while working through an agenda on the white
550630 -        board and said "Boy, we need a history button for this white
550631 -        board," illustrating the fact that memory of past experience
550632 -        drives all human activity. An aid for the senior manager on the
550633 -        project here in Huntington Beach made a joke that...
550634 -
550635 -                "Gary is our history button." ref SDS 8 NH5N
550637 -         ..
550638 -        This story shows how SDS becomes a force on the project.
550640 -         ..
550641 -        I am now asked to attend meetings to help brief our customer,
550642 -        DOD, on progress (e.g., on 030828, ref SDS 9 SE7L), because
550643 -        writing up the record over and over enables explaining things
550644 -        verbally when needed.  I am asked to attend a broader range of
550645 -        meetings, and recently to run several meetings, all because
550646 -        people want the "intelligence" that helps everyone remember and
550647 -        make sense of long complex meetings, even though they generally
550648 -        do not yet recognize that capturing a coherent record is what
550649 -        they really want.  An example is a letter from a colleague a
550650 -        few months ago on 030527 saying something like "I never
550651 -        understand a thing at these meetings until I get your reports."
550652 -        ref SDS 5 0001
550654 -  ..
550655 - Morris noted today in another record that preparing analysis in SDS
550656 - records improves memory, and accurate memory is better than
550657 - forgetting. ref SDS 13 KR6X
550659 -  ..
550660 - Gary continues...
550661 -
550662 -        When I got that letter, back in May I began to feel strongly
550663 -        that SDS is the right path to better management and
550664 -        productivity, because we have a lot of meetings on the project.
550665 -        If people aren't understanding things, then the work isn't
550666 -        getting done.  Using SDS to improve understanding, enables
550667 -        people to get the right things done correctly on time and
550668 -        within budget.  That is a common management theory, which SDS
550669 -        seems to validate.  So, we have taken big steps the past few
550670 -        months exposing SDS and find that when done in this way of
550671 -        helping others, under what Rod calls a 3-layer architecture,
550672 -        explained on 020820, ref SDS 2 0001, there is acceptance and
550673 -        demand grows for more.
550674 -
550675 -
550676 -
550677 -
5507 -

SUBJECTS
Johnson, Gary Needs Help Using SDS for Communication Metrics on a Big
Demand Grows for More People to Use SDS Help Needed Using SDS for Com
Work Role Acceptance Communication Metrics Help Needed Using SDS for
Overworked Gary Burnout Needs Help Using SDS for Communicatio
Work Role Acceptance Communication Metrics Help Needed Using SDS for
Burnout Gary Overworked Needs Help Using SDS for Communicatio
Demand Grows for More People to Use SDS Help Needed Using SDS for Com

AE09 -
AE1001 -         ..
AE1002 -        Good Intelligence on Big Projects Requires Teamwork
AE1003 -
AE1004 -        Follow up ref SDS 10 8490.
AE1005 -
AE1006 -    8.  On the other hand, Paul is our senior systems architect for
AE1007 -        models and simulations, and remarked earlier that "Gary is the
AE1008 -        "history" button for the project", recently came by my office
AE1009 -        and looked more closely at the work to perform Communication
AE1010 -        Metrics and then said...
AE1011 -
AE1012 -                "Gosh, you need help!"
AE1013 -
AE1014 -        ...because on a big project one person cannot be the
AE1015 -        communication analyst for everyone.
AE1017 -  ..
AE1018 - Paul's analysis aligns with Nancy's letter on 030702 noting that
AE1019 - organizational memory requires professional support. ref SDS 7 HL6H
AE1020 - This is welcome situational awareness and enlightenment, if only for
AE1021 - the moment, also noted on 030702. ref SDS 7 1D46  Since understanding
AE1022 - from situational awareness is fragile and transitory (see "meaning
AE1023 - drift" in NWO, ref OF 10 9449), actual progress requires building on
AE1024 - favorable moments, like today, to reinforce and then transform
AE1025 - momentary impressions into "lessons learned" that drive taking action.
AE1026 -
AE1027 -            [On 040618 Gary needs help setting up contacts to use SDS
AE1028 -            according to the design for performing Communication
AE1029 -            Metrics. ref SDS 17 507N
AE1031 -  ..
AE1032 - Following up requires a 2nd act, discussed on 030702, when Nancy had
AE1033 - similar momenrary awareness about the urgency for transformation to a
AE1034 - new way of working using a professional role for Communication
AE1035 - Metrics, ref SDS 7 1D56, which aligns closely with Paul's perspective
AE1036 - today, and with Gary's report on 030830 that 1 person is not enough to
AE1037 - develop organizational memory on a big project.  Adding intelligence
AE1038 - to manage a big job takes teamwork to ensure that 1 person does not
AE1039 - burnout from overwork. ref SDS 10 8490
AE1040 -
AE1041 -            [On 031205 Paul proposes putting SDS records on the company
AE1042 -            intranet to turn on the lights for working "intelligently."
AE1043 -            ref SDS 15 RS6W
AE1045 -             ..
AE1046 -            [On 031211 Gary's boss, Steve, asks for SDS records on the
AE1047 -            company intranet to turn on the lights of
AE1048 -            intelligence for better command and control of the work.
AE1049 -            ref SDS 16 5U6J
AE1050 -
AE1052 -  ..
AE1053 - Gary continues in the letter to CSG...
AE1054 -
AE1055 -        Saying that the SDS effort "needs help" is a step in the right
AE1056 -        direction of validating the need for a permanent role to do
AE1057 -        this work.  This experience shows that after people gain
AE1058 -        experience getting SDS work product they understand the value
AE1059 -        in a way that is impossible to explain without having that
AE1060 -        experience because SDS work product is new in the sense, as
AE1061 -        explained in POIMS, "intelligence" is a new role for
AE1062 -        management. ref OF 3 5820
AE1064 -         ..
AE1065 -    9.  With that said, to answer your question on the number of people
AE1066 -        needed to use SDS, ref SDS 0 5K77, it appears possible to grow
AE1067 -        the market for SDS by delivering work product.  Typically, one
AE1068 -        person can handle one or two meetings a week, and need not
AE1069 -        attend every meeting to be effective, but rather should attend
AE1070 -        strategic and progress meetings where SDS work product
AE1071 -        influences lower level meetings under color of authority.  In
AE1072 -        my case, I am still attending a lot of lower level meetings.
AE1073 -        The more SDS records people get, the more meetings I am asked
AE1074 -        to attend, so this spreads me pretty thin.  Hopefully, we'll
AE1075 -        get that "help" Paul talked about before I give out.
AE1077 -         ..
AE1078 -   10.  We need a training ground to develop others who can use SDS for
AE1079 -        Com Metrics, and we need a source of technical support, since
AE1080 -        Rod will not be able to fill that role on a daily basis.  Next
AE1081 -        week I will be traveling to Seattle with Paul and so will
AE1082 -        discuss these issues. A big challenge here is that SDS is a
AE1083 -        grass roots effort, whereas at CSG there is a small but
AE1084 -        definite executive awareness starting out the effort.  As you
AE1085 -        learn SDS and begin to deliver SDS records to CSG personnel in
AE1086 -        a few months, you and Jerry will discover, as I have, how
AE1087 -        demand grows to, as Rod says, "deliver the good" that empowers
AE1088 -        people to work intelligently.
AE1090 -         ..
AE1091 -   11.  So, in sum, one person cannot do it all, but we have to start
AE1092 -        with one helping everyone in order to work toward the goal of
AE1093 -        one helping many, and several helping all.  That's why I am
AE1094 -        glad that at CSG Jerry is talking about learning SDS with your
AE1095 -        help, so you won't wind up being alone as the only person.
AE1097 -         ..
AE1098 -   12.  Hope this helps.  Call if you want to discuss this.
AE1100 -         ..
AE1101 -   13.  Gary.
AE1103 -         ..
AE1104 -   14.  PS.  One of the big things Rod harps on is linking to original
AE1105 -        sources. You can see his records have a lot of links.  I
AE1106 -        sometimes think he goes overboard, but the more I use SDS the
AE1107 -        more I see the benefit of working on accuracy and clarity in
AE1108 -        communication.  Something to think about in the future is when
AE1109 -        you cite an idea or fact from something like POIMS, as in your
AE1110 -        letter today, try to provide a link to your reference because
AE1111 -        that provides context to the reader.  SDS provides a unique
AE1112 -        system of "explicit link" which I suggested that Rod expand
AE1113 -        last year, so now it is fast and easy to link everything in
AE1114 -        SDS.  It only takes a few seconds.  If you need help call and I
AE1115 -        will walk you through the process. You will be amazed how easy
AE1116 -        it is.
AE1118 -  ..
AE12 -
AE13 -
AE14 - 1808
AE15 -
AE1501 - Tom responded to Gary's letter....
AE1502 -
AE1503 -    1.  -----Original Message-----
AE1504 -        From: Gilbert, Tom
AE1505 - //     [mailto:Tom_Gilbert@csgsystems.com]
AE1506 - //
AE1507 -        Sent: Wednesday, October 08, 2003 11:21 AM
AE1508 -        To: EXT-Johnson, Garold L
AE1509 -        Subject: RE: SDS Installation
AE1511 -         ..
AE1512 -    2.  Thanks for the input. I will review this and pick it up again
AE1513 -        next week.
AE1514 -
AE1515 -           [On 031016 Tom decided to stand down on SDS. ref SDS 14 8T48
AE1516 -
AE1517 -
AE1518 -
AE1519 -
AE1520 -
AE1521 -
AE1522 -
AE1523 -
AE1524 -
AE1525 -
AE1526 -
AE1527 -
AE1528 -
AE1529 -
AE1530 -
AE1531 -
AE1532 -
AE1533 -
AE1534 -
AE1535 -
AE16 -