Imagine this: You're need information about the products or processes of your company.
used to have a telephone directory or you knew someone who knew the one who's familiar with whether in sales, development, purchasing, or even outside the company. Everything was very personal, after two or three phone calls one had the required response. The experts - provided little to do and narcissistic tendencies base available - either felt or perceived importance, and they were tired of the constant questioning.
latter was probably the norm. For if an expert is sitting around and not just waiting for the rush of the ignorant, no, he is actively involved in projects, preferably in several ( Matrix project organization is the magic word). Consequence: experts got more and more tasks: 110 percent utilization rate (which is mathematically nonsense - a glass is filled to 100 percent, that is full - fuller than full, huh?). Nevertheless remained the dependence from the knowledge of experts outside of its project activities. How come then to the knowledge. What then lies closer to "find i ch must be the one who knows what I do not know " elektronifizieren to the whole process. At the beginning of e-mail, which was the view of experts is no real relief, though - he could e-mail once a day and then edit one or the other to delete it. That was not with phone calls. The always came unplanned.
Here's a little anecdote from the book Dilbert Future (2000) by Scott Adams, p. 57f. I quote: "I want a voice system that protects me from the calls as far as possible. In particular, my answering machine has the following functions:
- talk show host mode: Does news of slow speakers automatically faster
- First / Last Ten: Clears up to the first and last ten seconds the entire message. What people say in between is never worth the trouble of listening.
- Laber-Ex: A rude voice callers, who can not take short cuts off the word and says: "Leave 'finally understood your fucking phone number? I have to do other things "
- point guard: speech recognition system that determines whether a caller is speaking an unfamiliar call-back number on tape. If so, the caller is disconnected and played in the following text: "What is a language that be - Nuschelianisch or what? Take your sandwich down and try's again. "
In addition, my telephone system have a voice stress which blocks calls from Induviduos before the first ring.
Bozo Filter: Here's Scott Adams' Bozo filter. Please answer with yes or no. Scott Adams will benefit from this call in any way?
Induviduo: Um ... yes. Yes, he will.
Bozo Filter: liar! Click.
With such advanced technology would probably be enough today, the telephone.
recognize Little by companies, however, that communication via e-mail does not really generate efficiency gains. Especially not when it comes to bringing to omissions in experience.
, Half of the emails that I receive is marked as important (Exclamation point in Outlook), the e-mail with a meal plan for next week. understand the view of the canteen. sell food is their only source of income . "
Next step: Intranet - always a good idea. We asked the experts to explicate his knowledge, to write good German. This Generat is provided on the intranet to all interested parties. Did you go through this process with several experts to quickly find thousands of pages of HTML and ten thousand more pages of self-proclaimed experts who spread across corporate wikis, blogs and other achievements of the social networking their spiritual outpourings. But what is it important? From the perspective of the company anything. This is the human capital, knowledge base, the foundation for competitive advantage. From the perspective of the problem-plagued information seeker only a number or a process description. No employee would ever think to search through all the information, to read words. Then he would be himself an expert.
So how do you find that really important? In many companies, the route as follows:
- Man goes to the intranet.
- You look on the intranet.
- We find nothing in the intranet.
- Man calls to a hotline (if any).
- The hotline is on the intranet.
- The hotline looking on the intranet.
- The hotline does not find anything on the intranet.
- The hotline connects callers with the nominee for the subject matter experts (available on the intranet).
- The expert immediately gives the right answer.
- The expert is annoyed.
wait, that was not the beginning of the whole. Where is then that is progress or in other words, where the fault lies in the system?
answer to the first part of the question:
- From the perspective of Information seekers: no progress - the path is perceived as slow and bureaucratic.
- the view of experts: No progress - although he will not be harassed for any triviality, but he received more calls since the hotline number and knows his rigorous forward difficult in any case.
answer to the second part of the question: In the next post's - Review of "Information Nautical - way through the knowledge jungle
