CONTACTS 
0201 - Armstrong Consulting                                                                                                                                               O-00000767 0101
020101 - Mr. Eric Armstrong                                                                                                                                               O-00000767 0101

SUBJECTS
. Armstrong, Eric Letter to OHS/DKR Explains Objectives for Technolog
Email Find Relevant Information Goal Technology Help People in Archiv
Find Anything Too Hard Need Search Engine

0605 -
0605 -    ..
0606 - Summary/Objective
0607 -
060701 - Follow up
060702 -
060703 - Recently, Gary mentioned a letter he encountered reviewing the
060704 - OHS/DKR project on Eugene Kim's Blueoxen website.  On 031210 Eric
060705 - Armstrong wrote...
060706 -
060707 -           http://collab.blueoxen.net/forums/yak/2003-12/msg00283.html
060709 -       ..
060710 -      Date: Wed, 10 Dec 2003 18:08:35
060711 -      To:  <http://collab.blueoxen.net/forums/yak/2003-12/index.html>
060712 -      From: Eric Armstrong
060713 -      Subject: Help!!! Need to find 2 links
060715 -       ..
060716 -      Eugene Eric Kim wrote:
060718 -       ..
060719 -      Where are you searching?  Have you tried the search engines at:
060720 -
060721 -             http://collab.blueoxen.net/forums/yak/
060722 -
060723 -             http://collab.blueoxen.net/forums/tools-yak/
060724 -
060726 -  ..
060727 - Eric comments...
060728 -
060729 -         [On 031211 Jerry Nord asked about Eric's letter in relation to
060730 -         SDS support for enabling people to find relevant information
060731 -         quickly. ref SDS 24 NH6K
060732 -
060733 -      Yeah. Both. I've searched on *email problem* not *refactor*
060735 -       ..
060736 -      Eugene Kim Continues...
060738 -       ..
060739 -      Gotta be more specific.
060741 -              ..
060742 -         1.  Who posted it?
060743 -         2.  What exactly was said?
060745 -       ..
060746 -      There were a lot of excellent posts on e-mail last week.
060748 -  ..
060749 - Eric comments further...
060750 -
060751 -      I'd love to be more specific. One of the major reasons for
060752 -      searching is to find out who posted it. I recall replying and
060753 -      saying that it was a terrific summary of email's major problems.
060755 -       ..
060756 -      It was about half a page long, with an intro paragraph and 3 or 4
060757 -      bullet-style paragraphs (only without bullets, I think) where the
060758 -      first sentence of each was a heading for the issue.
060759 -
060760 -         [On 031211 Jerry Nord asked about Eric's letter in relation to
060761 -         SDS support for enabling people to find relevant information
060762 -         quickly. ref SDS 24 NH6K
060764 -       ..
060765 -      (I recall things visually, which is why a pile of papers in
060766 -      different sizes, shapes, and colors works great for me. But I can
060767 -      never find things when they're filed!)
060769 -       ..
060770 -      I just discovered the sort in reverse chronological order
060771 -      setting. That will help -- but I'll have to repeat the search in
060772 -      two different lists. Sigh...
060774 -  ..
060775 - Eric's letter, shown above, ref SDS 0 E56H, explains common challenges
060776 - people face trying to find information in time to be effective on the
060777 - job everyday, and how people lose time and money trying to cope by
060778 - collaborating to pool organizational memory unsuccessfully.  More
060779 - background is helpful to intrepret Eric's letter in relation to
060780 - Communication Metrics and the purpose of SDS...
060781 -
060782 -         [On 031211 Jerry Nord asked about Eric's letter in relation to
060783 -         SDS support for enabling people to find relevant information
060784 -         quickly. ref SDS 24 NH6K
060785 -
060786 -    1.  Eric wrote several letters over several days on this subject
060787 -        asking the OHS/DKR team for assistanct to find specific letters
060788 -        which he wants to reference with links in order to complete a
060789 -        letter or other form of analysis he has underway.  Eric
060790 -        invested considerable time explaining the documents he was
060791 -        seeking.
060793 -         ..
060794 -        Care about linking to support analysis shows attitudes change
060795 -        that initially resist working intelligently.  What changed
060796 -        ardent resistance into ardent support for linking?
060798 -         ..
060799 -        Eric's views evolved over many years, as listed on 020530,
060800 -        ref SDS 21 0550, showing exposure to SDS....
060802 -         ..
060803 -        Eric asked for ideas to improve
060804 -        technology and encountered SDS
060805 -        for the first time................... 000120, ref SDS 4 5063
060807 -         ..
060808 -        Eric asks for help to identify
060809 -        core process advancing toward
060810 -        tools for knowledge.................. 000208, ref SDS 5 027P
060812 -         ..
060813 -        Eric proposes developing
060814 -        technology to augment
060815 -        intelligence......................... 000423, ref SDS 6 5933
060817 -         ..
060818 -        Eric feels there is not enough
060819 -        knowledge to build tools that
060820 -        aid "knowledge"; so decided to
060821 -        work on improving email.............. 000503, ref SDS 8 5033
060823 -         ..
060824 -        Eric's colleague on OHS/DKR notes
060825 -        people fear pondering POIMS to
060826 -        discover the power of converting
060827 -        information into knowledge........... 000504, ref SDS 9 6082
060829 -         ..
060830 -        Eric denied there is enough
060831 -        "knowledge" to build the SDS
060832 -        program and related having
060833 -        printed POIMS to learn about
060834 -        technology that replaces printed
060835 -        documents............................ 000517, ref SDS 10 0825
060837 -         ..
060838 -        Eric lost POIMS in the back
060839 -        seat of the car indicating
060840 -        fear of learning about
060841 -        knowledge............................ 000601, ref SDS 11 6035
060843 -         ..
060844 -        Eric objects to links in SDS
060845 -        records.............................. 000811, ref SDS 12 FJ5H
060847 -         ..
060848 -        Eric objects to system like
060849 -        SDS for augmenting intelligence...... 000824. ref SDS 12 OU60
060851 -         ..
060852 -        Eric hates linking to the
060853 -        archives............................. 000824, ref SDS 12 FJ5H
060855 -         ..
060856 -        Eric reports breakthrough design
060857 -        to develop knowledge tools........... 001017, ref SDS 13 0001
060859 -         ..
060860 -        Eric reports snag implementing
060861 -        breakthrough design to develop
060862 -        knowledge tools...................... 001106, ref SDS 14 0001
060864 -         ..
060865 -        Eric disappointed discovering
060866 -        breakthrough design is too hard
060867 -        to develop........................... 001122, ref SDS 15 0001
060869 -         ..
060870 -        Eric's colleague on OHS/DKR notes
060871 -        overwheliming tendency to use bad
060872 -        management because wasting time and
060873 -        losing money are fast and easy
060874 -        using email.......................... 010908, ref SDS 17 YF5O
060876 -         ..
060877 -        Eric amazed SDS improves personal
060878 -        and organizational memory............ 010916, ref SDS 18 0001
060879 -
060880 -           [On 031211 Jerry Nord asked about Eric's letter in relation
060881 -           to SDS support for enabling people to find relevant
060882 -           information quickly. ref SDS 24 NH6K
060884 -         ..
060885 -        Eric disappointed that using
060886 -        popular methods everybody likes
060887 -        nobody can find anything............. 010916, ref SDS 19 KA6H
060889 -         ..
060890 -        Eric worried that technology
060891 -        everybody likes paralizes
060892 -        productivity because nobody
060893 -        can find anything when needed........ 011003, ref SDS 20 EC5N
060895 -         ..
060896 -        Eric says people would use
060897 -        SDS for finding information,
060898 -        despite concerns about user
060899 -        interface............................ 020530, ref SDS 21 Y89F
060901 -         ..
060902 -        Eric asks for help to create a
060903 -        link in a letter..................... 031211, ref SDS 0 0258
060905 -         ..
060906 -    2.  Several people replied over several days reporting they could
060907 -        not remember seeing documents like those Eric described in his
060908 -        request for help.
060910 -         ..
060911 -    3.  Gary eventually wrote on 031211 citing a letter from
060912 -        Tom Munecke on 031107, and Eric wrote back saying that was one
060913 -        of the letters he wanted to link.
060914 -
060916 -  ..
060917 - This record illustrates methods and the amount of time, effort and
060918 - emotional capital people are willing to expend on finding relevant
060919 - information using email and other tools, including social technologies
060920 - for collaboration to leverage personal and organizational memory.
060922 -  ..
060923 - Eugene explains some of the "hooks" technology needes to help people
060924 - find things, ref SDS 0 E58S, following up Eugene's explanation on
060925 - 001126 of the diligence required to use information technology for
060926 - doing knowledge work. ref SDS 16 BY4K
060927 -
060928 -           [On 031211 Jerry Nord asked about Eric's letter in relation
060929 -           to SDS support for enabling people to find relevant
060930 -           information quickly. ref SDS 24 NH6K
060931 -
060932 -
060933 -
060934 -
0610 -

SUBJECTS
Organizational Memory Understanding Follow Up Pat Lincoln Wants to be
Organizational Memory Find Information Drives Productivity Aids Intel
Memory Find Information Drives Productivity Aids Intelligence Millie
Filing Cabinets Wordprocessing Improved by SDS
Find Who What When Where Why How Relevant to Objectives Command and C
Memory Improved by Order of Magnitude Alphabet Technology Made People
Experience Memory Drives Human Reasoning Productivity Aids Intelligen
Memory Find Relevant Experience Drives Productivity Aids Intelligence
Management Practice on Collaboration Top Law Firms Cupboard Storing
Memory Drives Productivity Aids Intelligence Millie Relates Gordon P

2412 -
241301 -     ..
241302 -    Filing Cabinet Powerful Example of Common Management Practice
241303 -    Intelligence Remembering Information is Behind the Cupboard
241304 -    Remembering Information is Behind the Cupboard Shows Intelligence
241305 -
241307 -  ..
241308 - Millie recently explained an episode at N&P that illustrates a case
241309 - study for lessons learned on how people collaborate to find
241310 - information on the job...
241312 -     ..
241313 -    A partner with the firm's San Francisco office came to Millie and
241314 -    said that they had received a request from the New York office for
241315 -    information to either demonstrate to a potential client that N&P
241316 -    could perform on a contract, or the firm had a contract and needed
241317 -    guidance to provide support on maritime law, most likely to write
241318 -    up a ship lease.  Millie is the lead secretary for the firm's top
241319 -    expert on maritime law, who is about 78 and has been off work for
241320 -    months while battling terminal cancer, and so probably will not be
241321 -    returning to the office.  Millie called and talked to the expert
241322 -    lawyer's wife, who explained her husband was at the hospital
241323 -    getting a blood transfusion, which occurs several times a week.
241324 -    She suggested Millie call back and leave a message on their
241325 -    answering machine, and when the expert returns from the hospital,
241326 -    he can get the message to see if he can help.  Millie did that.
241327 -
241328 -        [On 050208 Millie cites this event in employee evaluation
241329 -        annual review on benefits of technology to improve productivity
241330 -        by empowering people to find information when needed.
241331 -        ref SDS 25 W56G
241333 -     ..
241334 -    The next day, when Millie arrived at work there was a message on
241335 -    her answering machine for her to call her boss at home.  She called
241336 -    and the expert said he remembered working on a contract that might
241337 -    address similar issues some time ago, months, years???  The expert
241338 -    mentioned the name of the case, and Millie recalled looking for
241339 -    that folder at the time she was asked about the matter the day
241340 -    before.  The expert recalled that the last time he used the folder,
241341 -    when he tried to put it back there wasn't enough room, so he...
241342 -
241343 -             "Put it behind the cupboard."
241345 -     ..
241346 -    Armed with this new information on where to find mission critical
241347 -    information, Millie retrieved the file folder from behind the
241348 -    filing cabinet, and submitted the prize to the lawyer who initiated
241349 -    the request in the San Francisco office, who then transported the
241350 -    folder to the New York office, and this proved helpful in
241351 -    accomplishing the firms objectives, requirements and commitments to
241352 -    its client on a big deal, similar to the $500M deal related in a
241353 -    case study at a PMI seminar on 940611. ref SDS 2 8239
241355 -  ..
241356 - Millie drew from this experience that her boss was "extremely
241357 - intelligent" for remembering that an important file folder was behind
241358 - the "cupboard."
241360 -  ..
241361 - The general feeling that memory is important, and identifies someone
241362 - as very "intelligent" is supported by research on 900319 reporting
241363 - that memory is the driving force of human reasoning. ref SDS 1 0005
241365 -  ..
241366 - Previously, on 960406 Millie related a similar episode when another
241367 - lawyer was trying to find information and could not remember where the
241368 - information was located on the computer, on the network or in filing
241369 - cabinets. ref SDS 3 5922  At that time, Morris related experience at
241370 - high technology companies showing that everybody has the same problem,
241371 - ref SDS 3 4249, summarized by the common lament that...
241372 -
241373 -                     Nobody can find anything!!
241375 -         ..
241376 -        [On 050208 Millie cites this event in employee evaluation
241377 -        annual review on benefits of technology to improve productivity
241378 -        by empowering people to find information when needed.
241379 -        ref SDS 25 W56G
241380 -
241382 -  ..
241383 - Thus, we see that....
241384 -
241385 -      1.  People expend lots of time and money looking for information
241386 -          by relying on personal and organizational memory in a variety
241387 -          of ways on the job everyday.
241388 -
241389 -              [On 050208 Millie cites this event in employee evaluation
241390 -              annual review on benefits of technology to improve
241391 -              productivity by empowering people to find information
241392 -              with organizational memory when needed. ref SDS 25 W56G
241394 -           ..
241395 -      2.  There is a lot of time and money invested trying, without
241396 -          success, to improve email, and very little time invested on
241397 -          improving the ability to think, remember and communicate in
241398 -          calls, meetings and documents. Excessive time devoted to
241399 -          email for reasons on 010908, ref SDS 17 YF5O, makes email a
241400 -          "killer" application that kills productivity and earnings,
241401 -          for reasons in POIMS. ref OF 4 CZ6K
241403 -           ..
241404 -      3.  Transformation is fitful, like Rome becoming a republic,
241405 -          understanding and faith in the beginning is fragile, barely a
241406 -          wisper that is easily whisked beyond span of attention unless
241407 -          there is regular reinforcement, reviewed on 030718.
241408 -          ref SDS 23 WZ7N
241409 -
241411 -  ..
241412 - Submitted ref DIT 1 0001 to Gary at Aerospace company with a copy to
241413 - Jerry Nord at CSG explaining purpose of SDS based on Eric Armstrong's
241414 - experience related in his letter....
241415 -
241416 -           [On 031211 Jerry Nord asked about Eric's letter in relation
241417 -           to SDS support for enabling people to find relevant
241418 -           information quickly. ref SDS 24 NH6K
241419 -
241420 -    1.  Yesterday, Jerry submitted a copy of a letter to Gregory Polak
241421 -        inviting review of the Com Metrics story for consideration to
241422 -        join our team.  Jerry, then sent a follow up letter to me
241423 -        explaining Gregory's background, as Jerry's former boss at CSG,
241424 -        also, shown below.  We can discuss this initiative this
241425 -        afternoon, along with follow up from the call last week, if you
241426 -        and Jerry have time for the weekly conference call.
241428 -         ..
241429 -    2.  On a related matter, noticed the following letter this morning
241430 -        from Eric Armstrong complaining about difficulty finding
241431 -        information to write a letter....
241432 -
241433 -           http://collab.blueoxen.net/forums/yak/2003-12/msg00283.html
241435 -         ..
241436 -    3.  Several issues arise from Eric's letter....
241437 -
241438 -        a.  There is a lot of focus on finding information in email,
241439 -            ref SDS 0 024L, that overlooks the need to find information
241440 -            on everything else, i.e., there is no effort to solve the
241441 -            general problem of command and control for personal and
241442 -            organizational memory that is enabled by SDS, as set out in
241443 -            POIMS. ref OF 7 1113
241444 -
241445 -               [On 031211 Jerry Nord asked about Eric's letter in
241446 -               relation to SDS support for enabling people to find
241447 -               relevant information quickly. ref SDS 24 NH6K
241449 -                ..
241450 -               [On 050208 Millie cites this event in employee
241451 -               evaluation annual review on benefits of technology to
241452 -               improve productivity by empowering people to find
241453 -               information with organizational memory when needed.
241454 -               ref SDS 25 W56G
241456 -             ..
241457 -        b.  On 001126 Eugene explained to the OHS/DKR group how to
241458 -            solve Eric's objective to find information in email by
241459 -            using greater diligence applying information technology
241460 -            that everybody likes, e.g., Outlook, Wiki, email, etc.,
241461 -            rather than use SDS for knowledge management. ref SDS 16
241462 -            4E3X  Note at line 452085 some questioned the viability of
241463 -            Eugene's common sense prescription. ref SDS 16 X8PW
241465 -             ..
241466 -        c.  Eric tried Eugene's solution for about a year, then
241467 -            appeared to conclude that the problem of not being able to
241468 -            find relevant information using technology everybody likes
241469 -            is paralyzing productivity -- seemed quite adamant in his
241470 -            letter on 011003. ref SDS 20 EC5N  A few weeks earlier on
241471 -            010916, Eric worried nobody can find anything in email
241472 -            records. ref SDS 19 KA6H
241473 -
241474 -               [On 050208 Millie cites this event in employee
241475 -               evaluation annual review on benefits of technology to
241476 -               improve productivity by empowering people to find
241477 -               information with organizational memory when needed.
241478 -               ref SDS 25 W56G
241480 -             ..
241481 -            Eric's letter today repeating the same problem cited in
241482 -            letters two (2) years ago suggests a continuing problem
241483 -            that has not been solved with mainstream methods everybody
241484 -            likes, and moreover, Eric's letter today shows in detail
241485 -            the extraordinary time and struggle people expend everyday
241486 -            using tools they like hoping to avoid mistakes, save time
241487 -            and money, yet are mostly unsuccessful, as Eric reports
241488 -            today. ref SDS 0 024L  It would seem from this record that
241489 -            people, like Eric, who care about productivity would be
241490 -            good candidates for SDS.
241492 -             ..
241493 -            Eric is not alone.  Millie reported on 960406 the same
241494 -            problem occurs in legal practice, ref SDS 3 5922, where
241495 -            people waste hours looking for information using popular
241496 -            technology, and this takes a considerable emotional toll,
241497 -            evident from both Eric's letter and from Millie's report.
241498 -            The problem seems to be ubiquitous.  Morris, who is pretty
241499 -            good with computers, reported the same day on 960406 that
241500 -            everybody has the same problem. ref SDS 3 4249  Millie's
241501 -            recent report cited above illustrates a continuing need for
241502 -            a better solution. ref SDS 0 5B5H
241504 -             ..
241505 -            Additionally, Jack Park who has been working as hard as
241506 -            anyone to solve the problem, responded to Eric's request
241507 -            for help on 011003 by saying people are "clueless",
241508 -            ref SDS 20 O74L
241510 -             ..
241511 -        d.  How does strong demand for finding the right information at
241512 -            the right time and frustration about being clueless for a
241513 -            solution to spending hours searching unsuccessfully,
241514 -            reconcile with Eric's letter on 010916 noting that SDS
241515 -            enables "amazing memory" for finding information,
241516 -            ref SDS 18 PG6J, as further indicated by this letter, which
241517 -            can accurately draw on relevant information across days,
241518 -            months and years in about 10 seconds?  Why does Eric
241519 -            complain so long and so loud when the solution is within
241520 -            easy reach, as shown above? ref SDS 0 O64G
241522 -         ..
241523 -    4.  What prevents people from solving a problem in 10 seconds and
241524 -        opting instead to invest endless hours using tools that don't
241525 -        work, suffer loss and tragedy from error, then invest more time
241526 -        and emotion writing to complain adamantly about the need for a
241527 -        solution?  How can this equation be adjusted to empower folks
241528 -        with the gift of time and the power of knowledge?
241530 -                ..
241531 -               [On 031211 Jerry Nord asked about Eric's letter in
241532 -               relation to SDS support for enabling people to find
241533 -               relevant information quickly. ref SDS 24 NH6K
241535 -                ..
241536 -               [On 050208 Millie cites this event in employee
241537 -               evaluation annual review on benefits of technology to
241538 -               improve productivity by empowering people to find
241539 -               information with organizational memory when needed.
241540 -               ref SDS 25 W56G
241542 -         ..
241543 -    5.  Perhaps this boils down to folks want somebody to make the
241544 -        tools and skills they already have yield better results, rather
241545 -        than invest time to improve skills for using new tools.  That
241546 -        is a reasonable desire, and Bill Gates reported on 021108 that
241547 -        Microsoft has launched a project to meet this demand.
241548 -        ref SDS 22 EF5I
241550 -         ..
241551 -    6.  A project of this magnitude typically takes several years.
241552 -        Experience of others who have tried to emulate SDS support for
241553 -        "amazing memory," suggests that Microsoft will not succeed
241554 -        because the design seems to be a secret of SDS, reported on
241555 -        000425. ref SDS 7 0480
241557 -         ..
241558 -    7.  What can we do to leverage this "secret" by enabling more
241559 -        people to enjoy the benefits of "amazing memory"? ref SDS 0
241560 -        XW9U
241562 -         ..
241563 -    8.  Let's talk about it today, if everyone is available.
241564 -
241565 -               [On 031211 Jerry Nord asked about Eric's letter in
241566 -               relation to SDS support for enabling people to find
241567 -               relevant information quickly. ref SDS 24 NH6K
241569 -         ..
241570 -    9.  Actually, Gary just called and said he is available at 1300.
241571 -        He also related some good news we can discuss during the
241572 -        conference call on cultural awakening at Aerospace company to
241573 -        benefits of SDS that will expedite progress on porting the
241574 -        record to an intranet so the links are active.
241576 -         ..
241577 -   10.  Have not heard from Gregory following up on Jerry's letter
241578 -        below -- maybe Jerry has feedback he can share later today.
241579 -
241580 -
241581 -
241582 -
241583 -
241584 -
241585 -
241586 -
241587 -
241588 -
241589 -
2416 -