Category Archives: corporate culture

Days 339-345: MLwC, a Can-Do Attitude and Hope

We democrats are lucky this time around: we’ve got two awesome candidates and I’ll be happy when either one of them wins in November–as I’m certain one of them will. Whoever gets the nod in the run-up, I just hope they have the good sense to step back and let the Repugnicans tear each other apart–I’m also pretty sure that will happen. What goes around comes around.

I’m disappointed that Edwards dropped out. I had my enviro and anti-big-corpo-madness hopes pinned on him, but I wasn’t heart sick to see him leave the race…we have such an excellent choice with Hillary and Barack. Except for one thing…that environment issue. Oh, and the big-corpo-madness issue. I don’t think either of the candidates raises my pulse on those issues and for that, I’m truly hoping for a miracle once they get in office. I’m hoping for some enlightenment, as neither one has a strong track record or seems a strong champion for issues that are big for me. Still and all, as a country, we can only do better, and we have only to put the past eight years where they belong–behind us–and move on in a better direction.

Rosie the Riveter and Hillary Clinton

I’m rooting for Hillary because I think she’s a woman with a can-do attitude. She’s an incredibly hard worker–and like so many women who have had to fight hard to get half the respect they deserve, she’s got some rough edges. I understand that, and I even appreciate that. I understand her demeanor, which at times can be brusk–it doesn’t sway my sense that she has the experience, knowledge and passion to lead us in a direction I wholeheartedly support. I would love Hillary to be a resoundingly successful first woman president of the United States.

But this morning I was thinking about something. I was thinking about how hopeful I was when Bill Clinton was first running for office back in ’92. 15 freaking years ago–I can hardly believe it. Bill Clinton was incredibly hopeful and inspiring and he came from virtually nowhere to win the nomination, and he played music I could relate to, and he was simply the voice of the same section of my generation that wanted a progressive force in the white house after so many dismal years of Bush 1 and Reagan (no, I don’t think Reagan walked on water–I’m from California and witnessed his cold-hearted elitist governing style first hand).

Bill Clinton offered hope that things could be different, and I was swept along with it. All in all I think it was a good presidency, though there are some things I still wish he’d done differently (that’s an understatement). Clinton, both Hillary and Bill, wear the scars of that time.

If Barack gets the nomination, I know he’ll win the presidency, and I’ll help. He’s not my first choice, not even my second choice–but I get the draw. I get the pull of hope, the resonance of a generation chomping at the bit to do things differently, and I hope he’s able to change things, if that’s how the nomination shakes out. More than anything, I’m looking forward to a healing, forward looking president. I remember the allure of hope–it can move mountains.

Daily Stats: Mon, Tue, Wed, Thu, Fri, Sat, Sun
Car: 88 miles (a lot of biz and 14 tasks)
Bike: 0
Ped: 5
Bus: 0

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Days 323-331: MLwC, the easy Shake ‘n Pour Pancake mix & John Edwards

General Mills Shake n Pour

In the annals of things I would not have thought needed improvement: pancake mix containers. There’s someone somewhere who’s job it is to figure out how to improve on things that work fine in order to sell more products, and I think that might not be a very good use of someone’s time–I don’t care how much they earn.

Take Bisquick’s Shake ‘n Pour bottle of pancake mix. Is it really so very very difficult to make pancakes from the mix in a box? Do we have to make a plastic bottle to hold a chemically processed liquid so all you have to do (we’re very very busy!) is shake it and pour it out? I happened to see this product on TV the other day and really was taken aback.

Plastic bottle: will not decompose in that very busy Mom’s lifetime, nor the span of her kid’s, or even their kids.

Pancake mix: processing and shelf life virtually guarantee there is zero health benefit to the “food”–it’s just filling bellies, and likely has so much sugar and salt that the kids would be better off with a slice of toast and peanut butter. Much better off.

I know, I know–why should I care? But I’ll tell you why: I just spent a few days with my nephew who is 34 and fights with diet/nutrition issues. He’s grown up in a mass-consume culture, more accustomed to the taste of processed sugar than real food, and now when he’d like to change things, it’s extremely difficult. And as he gets older, his health problems will increase, his dependence on medications will increase, his positive participation in our culture will decrease–and that breaks my heart.

This is our culture, people. This is our country, our culture. I literally don’t think having a plastic bottle of pancake mix is making us any better–it’s just growing profits for General Mills.

Which brings me to John Edwards. I read the other day, though I can’t find it now, that some columnist was backing John Edwards, against all odds, because he felt that one of the core problems in our country, if not the world is the rise of unchecked corporations and of all the candidates out there, the one candidate that truly understands corporations and how to battle them effectively is John Edwards. It strikes me that that reason alone may be contributing heavily to his virtual invisibility in the run-up to the race.

But beyond his profession, Edwards’ tone and language on the campaign trail have increased business antipathy toward him. His stump speeches are peppered with attacks on “corporate greed” and warnings of “the destruction of the middle class.”
He accuses lobbyists of “corrupting the government” and says Americans lack universal health care because of “drug companies, insurance companies and their lobbyists.”
Despite not winning the two state nominating contests completed so far, with 48 to go, Edwards insists he is in the race to stay. An Edwards campaign spokesman said on Thursday that inside-the-Beltway operatives who fight to defend the powerful and the privileged should be afraid. (credit: indybay.org)

I’m not suggesting I’m backing Edwards–in fact, I don’t know yet who I’m backing. Any of the top three would be good, to be honest. But the issue with corporations is exceptionally important. We are currently suffering the burden of the polar opposite of Edwards: an administration so thoroughly in lock-step with corporations, the relationship is nearly seamless.

Apologies to Edwards for discussing General Mills’ ridiculous products in the same post as the presidential nominee, but in terms of corporate hunger for products above brains, it seemed to connect up for me.

Daily Stats (things seem to be getting way out of hand in terms of tracking progress in these final weeks of the year long MLwC project: Sat, Sun, Mon, Tue, Wed, Thu, Fri, Sat)
Car: 64 miles (P-bo, a dozen tasks and 8 days)
Bike: approx. 15 miles or so, several tasks
Ped: 5 miles
Bus: 0

Day 105: WLwC, John Doerr at Ted

John Doerr’s talk at this year’s Ted conference is heart-felt and intelligent. His 15 year old daughter challenged him and his friends to fix the problems his/our generation has created. His bottom line: there is a time when panic is appropriate and that time is now. He doesn’t believe we can do enough to change the course of climate global change we’re on.

For me, to hear Doerr touting WalMart’s recent green changes was a challenge in itself. And a refreshing challenge. His questions are excellent and the talk is worth listening to.

He calls out the stupid behaviors in our culture (such as bottling water in Fiji and shipping it to Sacramento, California, or traveling to a store in a two ton hunk of plastic in metal to buy a quart of ice cream).

His focus on the importance, the absolute necessity of governmental participation in policy–local and national and global.

I sort of agree: none of this is enough, but it’s encouraging to hear the long list of changes that groups of interested people are putting in place and the good its doing. Take the good where you can find it.

Daily stats (Friday)

Car: 0
Bike: 0
Foot: 1.5 miles
Bus: approx. 15 miles

Day 96: MLwC and the walking thang

(MLwC = My Life w Car, a year long project to become generally conscious of transportation habits.)

B2 had so many good points in his comment to Day 95, I hardly know where to begin. He’s right, of course–most urban and certainly suburban areas in the U.S. are built for cars. Especially here in the western U.S. It’s a sad truth, and changing that feature will be an uphill battle.

Germany gets high marks for its progressive and strong Green Party so it’s not surprising they encourage mass transit, bikes, and walking to the degree they do. But many of the cities are also very old–like really old–and those wonderful cobbled streets simply aren’t made for cars. They’d have to retool the whole city for cars…kinda like what they’d have to do for most US cities in order to make them more pedestrian/bike friendly.

When the mayor of Seattle recently announced his plan to make bikes an attractive alternative transportation option, I recall someone wrote into the local newspaper decrying the idea since, good lord, people on bikes don’t buy anything! Why would our tax dollars go to a group that can’t buy anything? It was a depressing and eye-opening response…not to mention ridiculous. Our entire culture is literally built on going and buying. Everything in our infrastructure makes those two things easy…and other things less so.

My friend Brian said: imagine closing one entire street the length of Seattle and opening it up to pedestrians and cyclists. Imagine the traffic you’d get. And imagine the cafes, the stores, the theatres that could spring up along that route.

Well, I’d love to see it–I could see it in my mind instantly. But we’d have to retool everything.

And speaking of retooling–another conversation later with Yo raised the question of “why do we just automatically think we need to drive?” I’m thinking it’s because we’ve been raised with movies and adverts and pictures of people having the time of their lives, roaring down the coast highway, zipping around gorgeous empty curves overlooking the pacific ocean…and by now we’re hardwired to believe that image over our own experience–of bottle-necked freeways, smog, the price of gas, congestion, noise, maintenance, etc.

quantum-leap-car-730928.jpg Now here’s the real question: isn’t it a coincidence that what we call “cool” just happens to be something that can be commoditized and packaged easily (a car and a lifestyle) while something as normal as apple pie is simply not cool at all, not commoditized, not packaged, not marketable? I’m talking about walking, of course.

Daily stats (Tuesday)
Car: 0
Bike: 10 miles
Bus: approx 1.5 miles
West Seattle Water Taxi: approx 1.5 miles
Foot: approx 6 blocks

Day 94: MLWC and Go, Al, Go!

Al Gore is a founding partner, with David Blood, in an investment firm that focuses on environmentally progressive enterprises. They toyed with the name of the firm, ala Blood & Gore but demurred. Anyhoo, officially and preferably known as Generation Investment Management, the two founders explain their approach here.

What really struck me about their management style:

  • they must have used the words long term about 50 times in the article–I love that. Most companies are only looking at the quarter, under pressure from the market, and I truly think this is doing us all a great disservice. Just look what short term quarterly report shenanigans have gotten us into–Enron, Worldcom, etc.
  • short term investing gives up the value of building a strong biz foundation.
  • they research specifically how a company is responding to our current and growing limited ecological systems; they’re focused on long term issues like building an infrastructure that will significantly reduce carbon budget and reduce waste (less waste=more $).
  • Did I mention long term?

They also smartly distinguish between “socially conscious investment” which can and does often include companies like McDonald’s and Wal-Mart because these, and other companies, have learned how to beat the “check-list” approach to hiring, benefit packages, etc. I find I have to look very closely at the portfolios of lots of “socially conscious” investment funds to make sure I’m not investing in a company I literally want nothing to do with.

Al Gore has also released his new book, Assault on Reason (see my “pile ‘o’ books by the bed, right nav); his timing is impeccable–he can leave the door open for a fervent recruitment to run for prez again and he doesn’t sound like sour grapes. If he’d written a book like this two years after the election he won/lost, he would have had no credibility. A real testament–whether you like the guy or not–to waiting for the right moment to act.

Daily Stats: Sunday
Car: 6.5 miles (2 people, 3 tasks)
Bike: 0
Foot: here and there
Bus: 0

Day 88 & 89: my life w car, Wilson’s Warblers and Wikis

It’s all about W’s today: Wilson’s Warblers and Wikis.

Wilson’s Warblers come through our Puget Sound area in early spring as the head north and again at the end of Summer as they head south. They’re the most fantastic little birds, wildly energetic and full of song, bright yellow heads with a black cap, dusty yellow bodies with olive/gray on their wings. I always look forward to seeing them because it means Spring is really here–which in some years like this one in Seattle is nothing short of a miracle with its ongoing unseasonably cold weather.

But, they’re only here for a very little while so, I snapped a bunch of picture of one of these little guys in a blossoming tree out front and while I got some great snaps, this one was my fave–he’s almost like a cartoon character mid-jump:

Jumping Wilson’s Warbler
Check his little legs and feet! This guy was moving so fast from branch to branch, I just set the camera to snap him as he moved.

Onto wikis. I gave a case-study presentation last week to an audience in Sydney, AU on the successful launch of a global internal wiki for customer facing tech help agents. As my prez was part of a larger, jam-packed agenda, I didn’t have much time to cover a fairly complex issue, that of how to successfully integrate a wiki into a large, global, unwieldy enterprise environment.

The questions were pretty good–the excitement about integrating wikis into enterprise environments is growing, that’s obvious. But I found it interesting that the focus really fell on how to measure its success…a predictable response from a group that lives and dies by metrics. I don’t fault them, I just find it sort of…well, predictable. I follow this plan: you continue to measure standard issues, such as Handle Time (which in this case showed a decrease of approximately 10% in 4 months), but you make room for adoption and understand Adoption as your number one metric for about 9 months. Because just like the internet, if you don’t have users (traffic), you don’t a wiki.

For now, wikis will resist the standard measurements. But if you care about getting the info out of your agents’ head and out to the customer–that most sought after tacit knowledge–you’ll learn to measure adoption over the usual suspects and then focus on content, quality and customer sat.

Some very interesting trends in wiki use indicate that smaller communities of practices do better with wikis than larger ones. For a global group like the one I was discussing, this presents a problem and it remains to be seen if the problems resolves itself through usage. Another interesting trend is culling the information that is added to the wiki for potential self-help use on the corporate web site–I would dearly love to see this practice flourish, for all of us customers out here who go to the website first for answers–and so often find it lacking in effective KB, especially true with tech or tech-related companies..

Wiki interest is alive and well in Sydney.

Daily Stats:
First full work week without the use of a car!
Car: 10 miles (2 people/4 tasks–Saturday errands)
Bike: 8.5 miles
Bus: 14 miles
flexcar: I’m just about to take this one out, I’m not using it at all.

Day 87: my life w car plus Big Blue Goes Green

IBM is investing a billion a year in figuring out how to utilize alternative energy resources for their systems–from cooling mechanisms to software. The company promises higher CPU without any more energy use. Sweet!

read more | digg story

Also, a friend (sorry Yo, now you’ll really have to do that site ;-))and I had coffee yesterday in Pioneer Square and discussed the issue of.. well, Web 2.0 and knowledge management–though I wince when using the Web 2.0 term. It seems hackneyed, yet what can we call this internet wave that’s upon us? The one where we are increasingly in touch, sharing info at such a massive level–truly a big tent community with all the noise and chaos of a bazaar. At every level, corporate and personal, the sheer amount of information out there is mind boggling yet at every moment has the potential to organize itself organically and pretty doggone effectively.

My point was, how can you deny that information sharing is morphing right before our eyes when companies like Dell are forced to change their ways by the popularization of a term to describe their dysfunction on a single customer blog–the blog heard round the customer experience world?

A side note on Dell–Dell himself. How come these guys get big money? Thanks for this, Yo!

Daily Stats:
Car: 0
Bike: 0
Bus: 0
Flexcar: 0
Run through Park along waterfront: approx 3.5 miles

Day 85 & 86: my life w car, Urban Birds and Green vs. Gray

Cornell Ornithology Labs–which sounds pretty daunting for us average folks–is really stellar at bringing bird watching to kids and communities all around the world. Their focus is the coolest: Citizen Science. They make awareness of birds fun for urban kids and country kids, for seasoned bird watchers and rank beginners, for scientists and regular folks as well. I’m a huge fan of this organization!

city_song_birds.jpg

So then, I’m really psyched about their latest online endeavor: Urban Bird Watch. Mainly for kids, but for anyone who wants to participate, it’s an online, multi-month, easy-as-pie survey of the birds around us. Sign up and they’ll send you a packet of pretty cool stuff to get started. If you have kids, or have friends or family with kids–check it out. It’s a great way to spend 15 minutes with the birds…and your kids!

Here’s an interesting site with a discussion of Green vs. Gray Economy. Not sure “gray economy” conjures up what they hope it does–it really does feel more akin to Black Market than Green Economy. But the point is: there are companies that are taking steps toward sustainability or improved carbon footprint…and then there are the other companies. The ones that will live and die by fossil fuels.

dinosaur.jpg

Daily Stats:
Car:0
Bike 19.5 miles (4+ tasks)
bus: 2 miles
flexcar: 0

Day 85: my life w car

Check out the green news for the day:

Pepsi goes 100% green, rubbing shoulders with the likes of WholeFoods and Starbucks. Can Walmart be far behind?

Green and stylin’ –get it here. You can have it all!

And call me a silly nationalist, but why couldn’t the world’s first zero-carbon city be San Francisco instead of Abu Dhabi???

Daily stats:
car: 0
bike=0
bus=0
flexcar=0
run through park: approx 3 miles.

Day 73 & 74: My life w car

Our beautiful planet:
img_1125.jpg

img_1090.jpg

Green investing: some people are saying that we’re at a tipping point in our culture wherein we have the opportunity and the will and the ways to radically change how we lead our lives–work and personal. The technology for green energy is evolving more rapidly than ever, local energy companies are beginning to offer alternative energy, car companies are offering greener models, WOM on tax advantages of energy wise alternatives is showing up in the mainstream.

All of this leads to some investing ideas that you might want to investigate. The mutual fund field for green investing is grouped under a larger category called “Socially Responsible Investing,” but that has usually indicated companies that have progressive approaches to people issues, not green issues. Still, for your consideration, here are some ideas re green mutual funds:

Winslow Green (WGGFX)
Parnassus funds (many to choose from)
Powershares (PBW)
Sierra Fund
Spectra Green (SPEGX)
Guinness Atkinson Alternative Energy (GAAEX)

Note that some of these are so new they don’t yet have a Morningstar rating but several do, and the ratings are certainly comparable (if not better) to other funds that actually invest in destructive industries. Check em out, give em a try.

Daily stats:
car: 6 miles (3 tasks)
bike: 6 miles
electric hybrid bus: approx 14 miles
flexcar: 0

Day 64: My life w car

I love this idea discussed by Web Worker and based on an article in the New Yorker regarding the personal cost of commuting in America. Lots of people have studied the issue and impact of commuting, but one, Harvard Politicial Science professor Robert Putnam, has actually come up with an easy rule of thumb for thinking about the impact of commuting: Every ten minutes of commuting results in ten per cent fewer social connections.

(A side note here that the one of the people Nick Paumgarten interviews in his article about commuting notes that she has tried every available commuting option including the bus–which she found “depressing.” Why are buses depressing? I find them so myself, even though I don’t want to. What am I missing?)

Web Worker discusses Putnam’s idea that the farther spread out our Work-Sleep-Shop triangle is, the less happy we are. The closer, the happier. So, if you commute 2 hours to work and back every day, that’s going to hit your happy-quotient. If on top of that, you have to travel a long way to get groceries, etc, that will also hit the quotient. Putnam’s conclusion: “…the bigger the refrigerator, the lonelier the soul.”

As Web Worker notes, there are real advantages here for the biz-at-home worker–that person would have to be pretty happy because the triangle is smaller by quite a lot. But wait! What about social isolation because you really are working all by yourself, day after day??? She offers a number of antidotes to isolation: conf calls, IM, blogging, twitter (which I just tried and didn’t quite “get” on the first go-round). I would also add that it’s nice to step outside for a few minutes or a few hours and work in the yard or walk through the neighborhood. This offers lots of chances to feel more connected with your own hood, and that’s a good thing. Even feeling more connected with your yard, the birds, the fresh air, helps to alleviate isolation. Yesterday I took a break from the desk to spiff up the driveway garden some and of course, a couple of neighbors stopped by which brightened my mood considerably.

So, one side of my work-sleep-shop triangle is pretty short (when I’m not commuting to El Salvador or some other place on a regular basis) and that also allows me to do a lot of my tasks/shop stuff by bike, which also postively impacts my health, energy and the environment. And as Martha would say, that’s a good thing.

Daily Stats:
Car: 0
Bike: 2.5 miles
Flexcar/Bus: 15 miles (Bus)

Day 49 thru 53: My Life w Car

First off: Days without carbon based transportation: 4 out of 5. That’s smashing!

thelma-and-louise.jpg

But today, I want to talk about dysfunctional organizations…again. I’ve just come off a project that had as its director one of the most dysfunctional managers I’ve ever met. At first, I thought well, he’s just blustery. Just a wise guy. But then, you start noticing how people around him are leaving, putting in for transfers, how things get mixed up and there’s always someone to blame…and it’s never him.

I found myself devolving and by the end of the project, I was angry most of the time, defensive and offensive. Even now, if someone brings him up, I’m back in the swirl of my anger, and I really don’t have to work with or see him anymore.

And so I wonder: how does someone like that keep getting hired into companies? What makes him an attractive option–surely there are others to hire out there. It’s a big world.

And then I think back to this article in Change This that I read recently. If you haven’t read it, take a look–it’s worth reading. The site is worth paying attention to on a regular basis, but this latest article really got me: “The Upside of Assholes: Is There Virtue in Bad Workplace Behavior?”

Sutton’s basic belief is that there is no place for assholes in organizations–that it ultimately costs more, wears moving parts out, makes life miserable for too many people. But several of his colleagues have argued that there are famous and very effective organizational assholes to keep in mind…for example Steve Jobs who is referenced again and again as, well, an asshole. And he’s very successful–so doesn’t that mean assholes are good to have around?

I would argue that for every Steve Jobs out there (and by my count, there is only one) there are about 5 billion manager assholes. So, no, I would say that maybe, if anything, Jobs is the exception that proves the rule but no, being an asshole is not legitimized by Steve Jobs, for god’s sake. By the end of Bob Sutton’s article, he hints at the same the conclusion though he does nod towards assholes having a tremendous impact on getting things done.

Now, I’m going to say something that would irritate a lot of business people, but I believe it anyway: I think it’s morally wrong to treat people disrespectfully, abusively, erratically, and/or manipulatively. Not that I haven’t done it, I have and so have we all–but most of us avoid it as much as possible. Most of us avoid the use of outright shame to motivate teams–if only because in the end it doesn’t work and will create a divisive environment. Most of us avoid being abusive–if only because it could lead to disasterous results and legal action.

Oh well, assholes abound. I’ve carried his very bad energy around with me for a couple of weeks. I think it’s time to lay it down. So here’s a nice picture instead of something completely different:

sargeant-majors.jpg

I have to figure out how to upload some underwater photos from my recent snorkeling trip to Baja, but I haven’t yet. soon.

5 day stats:
car: 2.5 miles
bike: 8.5 miles
flexcar/bus: 0

Mergers and Separations

Oh what a Happy Valentine’s Day post! But I’m talking about corporate separations–mergers that are unhappy from the get go and what it looks like when a separation–not a divorce, but a separation–happens. I’m in the middle of one right now and as the consulting entity, I have the pleasure of being no one’s friend and everyone’s potential enemy.

So, why do merged companies separate and what does it look like? In this instance, I think it looks a little like The Perfect Storm in that several key things have conspired to make both companies point the accusing finger at the other side and as any good psychologist knows, no marriage can survive that level of blame and resentment.

perfect storm

First, the business models don’t agree as much as originally thought; second the business climate takes a turn for the worse; third, all those little and big changes foisted on the smaller business by the larger have created sizeable internal distrust and resentment which all comes to the fore when the pressure gets turned up, as it does when business climates go south and revenues are not what they should be.

I don’t have any solution for this kind of situation except to try and keep everyone in the boat until the storm passes. Even if they aren’t speaking to each other, no on goes over until cooler minds prevail. How to accomplish this? Communication is key–don’t leave parties out of communication, even if it’s oh so tempting. Keep communication clear and to the point without editorializing. Don’t take the hook even if it seems logical–tomorrow you’ll look back and realize it was a trick.

All this is human nature and best interaction practices, of course, but incredibly difficult to maintain in the middle of high stress. It’s as if the molecules are just flying around and haven’t yet formed a cohesive whole–until such time, it’s best to avoid adding any more energy to the situation than is necessary.

Happy Valentine’s Day!

Day 2: My life with Car

Today is a no-car day. I’d like to reduce my car days to 2 or 3, we’ll see.
I had errands to run but most of my day was in my home office working online or on the phone.

Hopped on my bike and ran errands for 1.5 hours in beautiful downtown West Seattle. Admittedly, this same task would have taken about 30-45 minutes in a car, but I got to thinking as I was tooling along: I feel better on my bike. Today’s been a hectic one at my job and riding my bike is a real break from all that stuff.

west seattle view of downtown

I don’t believe doing errands in my car would have given me the mental break or the sense of freedom I got from being on my bike.

Oh and then, when I got back, I felt just fine about that dark chocolate treat I indulged in–4 bike trips a week and all the chocolate you can eat–sounds good to me.

Came back to my office, sat down, faced all the same issues I left before but I felt a lot more refreshed and energized. So–can I quantify that? No. Can I make any dollar or data driven conclusions or arguments for or against? No.

Hmm. I guess I just have to accept it as personal fact. I felt better about the world after riding my bike…and I can’t often say that after driving around town.

Wiki use in global enterprise settings

Just considering the possible use of a massive wiki for tech help agents in an enterprise setting.  Any thoughts anyone out there might have would be of interest.

For now, some of the considerations I have would be:

  • flexibility of legacy inputs
  • what kind of SW?
  • use for decision trees, or trees of any kind?
  • measuring use for agents and customers
  • limiting and recognizing abuse
  • governance issues (multitudes, I’m guessing)

I’m convinced through painful experience that global companies with a vested interest in a uniform customer experience and support options will have to have some kind of JIT publishing process and collaborative sharing processes to create a global MindShare at the agent level.

Further, it’s about the only way out there to actually collect and leverage tacit knowledge. But can it be done and measured and proven to be as effective as I think it can?  Don’t know.