CONTACTS 
0201 - Knowledge Management Consortium, In                                                                                                                                O-00000732 0101
020101 - Mr. John Maloney; President
0202 - Project Connections                                                                                                                                                O-00000734 0401
020201 - Mr. Matthew S. Glei; Vice President                                                                                                                              O-00000734 0401
020203 - Marketing                                                                                                                                                        O-00000734 0401
0203 - Interpro                                                                                                                                                           O-00000522 0401
020301 - Ms. Deann Smith; Director
020303 - Knowledge Management                                                                                                                                             O-00000522 0401
020304 - Description                                                                                                                                                      O-00000522 0401
0204 - Semio Corporation                                                                                                                                                  O-00000738 0303
020401 - Mr. Roger Heule; Vice President                                                                                                                                  O-00000738 0303
020402 - rogersemio.com                                                                                                                                                   O-00000738 0303
020403 - Business Development                                                                                                                                             O-00000738 0303
0205 - PeoplsSoft, Inc.                                                                                                                                                   O-00000737 0401
020501 - Ms. Susan M. Wright; Manager                                                                                                                                     O-00000737 0401
020503 - Customer Care Business Center                                                                                                                                    O-00000737 0401

SUBJECTS
Welch Co. Management Support Services Statement
Events, Visibility, Develop Contacts
Events, Entertainment, Good Will
Attend seminars, and other product demos to sell SDS
Professional Organizations
Obtain Names of Prospects
Winter Symposium

1109 -
1109 -    ..
1110 - Summary/Objective
1111 -
111101 - Follow up ref SDS 81 0000, ref SDS 76 0000.
111102 -
111103 - John's leadership is moving the San Francisco Chapter of KMCI toward a
111104 - critial role for KM in the 21st century. ref SDS 0 0899  Attendees are
111105 - looking for an application.  Exciting new tools were discussed for
111106 - document management and Internet search engines. John noted that KM is
111107 - broader than tools; it requires work practices to make people and
111108 - tools effective.  Chuck Sieloff explained benefits of co-location for
111109 - collaboration.  The design of physical work space is the key factor.
111110 - ref SDS 0 9540  Continued globalization of enterprise suggests the
111111 - Internet can also aid collaboration.  David Coleman defined knowledge
111112 - in relation to cognitive science, ref SDS 0 0058, which provides
111113 - guidance on the kind of tools and processes needed to make KM a robust
111114 - industry.  Cost benefit studies can help sell KM.  Susan Wright layed
111115 - out specific challenges, ref SDS 0 6480, that require metrics designed
111116 - for knowledge work.  Communication Metrics may support this need. John
111117 - closed the meeting with a call to collaborate in growing KM, and
111118 - attendees voted to support this effort. John asked for volunteers to
111119 - help with the next event in March.
111120 -
111121 -    [On 991220 submitted analysis to help develop a record of the
111122 -    meeting for distribution to attendees. ref SDS 83 0001
111124 -     ..
111125 -    [On 000112 received notice that Powerpoint slides for the meeting
111126 -    today are now on the Web. ref SDS 89 4752
111128 -     ..
111129 -    [On 020703 John proposes another conference on economic benefits of
111130 -    KM. ref SDS B1 9K4H
111131 -
111132 -
111133 -
111134 -
111136 -  ..
1112 -
1113 -
1114 - Progress
1115 -
111501 - Visited with John Maloney prior to the start of the event.  His
111502 - presentation in Kansas City was successful, discussed on 991129.
111503 - ref SDS 77 6570  He expects follow up.
111505 -  ..
111506 - Meeting space at Peoplesoft was very effective.  A "U" shaped
111507 - arrangement provided visibility for everyone; speakers could walk up
111508 - to each attendee to interact directly.  Projection equipment for
111509 - Powerpoint presentations was terrific.  Peoplesoft provided
111510 - complimentary pens and notepads.
111512 -  ..
111513 - Everyone complimented Peoplesoft on its hospitality and facilities.
111514 - Lunch was excellent for these types of events.
111515 -
111517 -  ..
111518 - KMCI SF Chapter Expanding Scope of "Knowledge Management"
111519 -
111520 - John was introduced by Scott Tennant with Peoplesoft.
111522 -  ..
111523 - San Francisco Chapter covers entire Bay Area, which is a strong
111524 - economic and academic "cluster."  It has about 15% (??) of nation's
111525 - GNP. There was a comment that more Ph.D.s work in the Bay Area than
111526 - elsewhere.
111528 -  ..
111529 - John seemed to indicate that the San Francisco chapter of KMCI has a
111530 - broader view of KM than is encompassed by technology alone.  Progress
111531 - in document management and Internet search tools, reported on 990213,
111532 - ref SDS 55 0788, can be supplemented by practices and skills for
111533 - conversation and listening to facilitate collaboration, based on work
111534 - in cognitive science, as indicated by Peter Drucker's recent article,
111535 - reviewed on 991025. ref SDS 70 8925  David Coleman's presentation
111536 - defining "knowledge" makes a similar point. ref SDS 0 1677
111538 -  ..
111539 - John is working to get participation of executives and academics in
111540 - San Francisco chapter events, which is essential to build bridges
111541 - between theoretical development of Knowledge Management and the
111542 - practical world of sales, needs, implementation and perceptions of the
111543 - work place.  Since KM requires adding an "intelligence" process to
111544 - generate knowledge (see POIMS, ref OF 1 0582, and since "intelligence"
111545 - is a traumatic change to traditional executive practice, (see POIMS,
111546 - ref OF 1 1850), executive input is critical for building awareness of
111547 - needs, benefits and formulating strategies to overcome ignorance, fear
111548 - and denial, cited by Andy Grove at Intel, as the biggest hurdle to
111549 - helping successful executives, reviewed on 980307. ref SDS 51 3740
111550 -
111551 -     [On 991222 Doub Engelbart will conduct a series of lectures on how
111552 -     to technology can be applied more usefully, and how to build
111553 -     alliances between industry and education for furthering this goal.
111554 -     ref SDS 85 0273]
111556 -  ..
111557 - John is a very effective speaker; he did an outstanding job leading
111558 - the event today.
111560 -  ..
111561 - John will post attendee contact information on the SF KMCI web.
111563 -  ..
111564 - To facilitate collaboration, attendees voted in favor of including
111565 - contact information with distribution of the record on the meeting
111566 - today.
111567 -
111568 -     [On 991221 received list of attendees. ref SDS 84 0001]
111569 -
111571 -  ..
111572 - Powerpoint slides for presentations today will be posted to the KMCI
111573 - web.
111574 -
111575 -    [On 000112 received notice that Powerpoint slides for the meeting
111576 -    today are now on the Web. ref SDS 89 4752]
111577 -
111579 -  ..
111580 - Planning Next Event Requires Membership Support
111581 -
111582 - John asked for suggestions about where to hold the next meeting in
111583 - March.
111584 -
111585 - He needs volunteers to support Chapter activity.
111586 -
111587 -    [On 020703 John proposes another conference on economic benefits of
111588 -    KM. ref SDS B1 9K4H
111589 -
111590 -
111591 -
111592 -
1116 -

SUBJECTS
Knowledge Improves Information Data
Lotus Notes & IBM, 910625
Killer Application
KMCI Winter Event, 991217
Define - Knowledge
Dilemma Knowledge Management
Killer Application Needed, Ellison, Larry
KM Fails Not Distinguished from Information Management
KM Groupware Version Control Doc Management
Groupware Version Control Change History MS Word

2912 -
291301 -  ..
291302 - Knowledge Management Needs "Killer Application," Practices and Methods
291303 -
291304 - Follow up ref SDS 20 3001.
291305 -
291306 - Attendees introduced themselves, explained having been assigned to
291307 - implement KM for their oganizations, and said their objective for
291308 - attending the meeting today is to find out what Knowledge Management
291309 - means, per the agenda, ref DRP 7 0003, and get some idea what they are
291310 - supposed to do?
291312 -  ..
291313 - Most attendees are looking for tools to support knowledge management
291314 - (KM), and a practical definition that guides daily work, i.e., what
291315 - does KM mean?  How does knowledge management improve information
291316 - management to increase productivity on the job?
291317 -
291318 -     [On 000113 KMCI president and founder, Ed Swanstrom, advised of
291319 -     having developed a "black box" KM method, system of technology.
291320 -     ref SDS 90 3098
291322 -      ..
291323 -     [On 011102 Knowledge Management marketing ploy to sell failed
291324 -     seminars consultant time, computer tools and sofware for
291325 -     information management, reported by Larry Prusak, helped launch
291326 -     Knowledge Management in 1993. ref SDS A7 SZ7O
291328 -      ..
291329 -     [On 020608 knowledge define case study hard for people to grasp,
291330 -     ref SDS B0 CC6J; philosophy grounding for "Knowledge Management"
291331 -     reviewed 050115, ref SDS B6 SF5K, correlates with cognitive
291332 -     science reviewed 960518, ref SDS 39 GS58, management tasks
291333 -     considered 000307, ref SDS 96 767G, and physical science locality
291334 -     principle power of knowledge predicts and controls the future,
291335 -     reviewed on 040312, ref SDS B5 YH4G
291337 -  ..
291338 - Someone said Knowledge Management is all about using email and
291339 - hyperlinks for a paperless office that increases productivity by
291340 - sharing documents with networking.  Connecting information helps
291341 - improve collaboration and communication.  Others said that nobody has
291342 - done this yet, and prospects for progress seem dim.  Review on 980613
291343 - showed that the virtual office is only a dream in the mainstream,
291344 - because only SDS makes linking a practical tool for converting
291345 - information into knowledge. ref SDS 53 0526  Earlier on 940510 HBR
291346 - article reported that people resist sharing information in order to
291347 - have a competitive advantage. ref SDS 17 WH6M  The same article noted
291348 - that email speeds up delivery of documents, but reduces the quality of
291349 - communication because of cursory treatment that causes a lot of
291350 - errors. ref SDS 17 5567
291352 -      ..
291353 -     [On 010221 Sloan Management Review published a paper by Michael
291354 -     Zack calling for new work role of Chief Knowledge Officer.
291355 -     ref SDS A3 OI4F
291357 -      ..
291358 -     [On 000920 Boeing seeking help for KM project in R&D lab.
291359 -     ref SDS A2 G84D
291361 -  ..
291362 - Someone asked if Lotus Notes can be used for Knowledge Management?
291364 -  ..
291365 - Other attendees reported experience that shows LN is not an effective
291366 - management tool.  This aligns with research on 940519, ref SDS 18
291367 - 2171, and on 951011. ref SDS 33 8552
291368 -
291369 -     [On 010221 Michael Zack published an article in Sloan Management
291370 -     Review during the summer of 1999 that says Lotus Notes is the only
291371 -     information technology available for accomplish Knowledge
291372 -     Management as described in the article. ref SDS A3 HX9N
291374 -      ..
291375 -     [On 020730 Morris reports Intel bought a Lotus Notes system and
291376 -     pegs payment of salaries to salesmen based on filling out a LN
291377 -     form. ref SDS B3 RS5N
291379 -      ..
291380 -     [On 020822 Ray Ozzie credited with developing Lotus Notes reports
291381 -     getting a lot of feedback from customers feeling "pain" using LN.
291382 -     ref SDS B4 Q99G
291384 -  ..
291385 - On 941114 IBM reviewed SDS and found it integrates key technologies
291386 - for management support. ref SDS 23 5380  Plans were made to follow up,
291387 - but IBM paid $4B for LN instead, reviewed on 950607. ref SDS 29 6006
291388 -
291389 -     [On 000829 Jack Park attended KM conference in Montreal and
291390 -     reported the only program cited for accomplishing Knowledge
291391 -     Management is LN, and there was no proof, no demonstration of work
291392 -     product. ref SDS A1 G69G
291394 -      ..
291395 -     [On 000824 SRI proposes architecture for KM that reflects SDS
291396 -     design. ref SDS A0 PU5N
291398 -  ..
291399 - John seemed to indicate that no software program, or set of computer
291400 - tools, or work practices has emerged, as yet, which people can use to
291401 - perform "Knowledge Management."
291402 -
291403 -     [On 000114 Ed Swanstrom, President of KMCI, confirmed there are no
291404 -     KM applications anyone is using. ref SDS 90 3098
291406 -      ..
291407 -     [On 020608 John cites Dave Snowden at IBM as a leading thinker in
291408 -     KM, ref SDS B0 KJ6G, and Dave's paper in the Journal of Knowledge
291409 -     Management says that KM has failed. ref SDS B0 ZN6I
291411 -      ..
291412 -     [On 020608 John supports diversity in KM technology and practice.
291413 -     ref SDS B0 WX76
291415 -      ..
291416 -     [On 020703 John proposes another conference on economic benefits
291417 -     of KM. ref SDS B1 9K4H
291419 -      ..
291420 -     [On 020608 John cites paper by Dave Snowden relating research at
291421 -     IBM showing that KM has failed. ref SDS B0 ZN6I
291422 -
291424 -  ..
291425 - Knowledge Management is a secret of SDS
291426 - Dilemma of KM - Murphy's Law, Meaning Drift
291427 -
291428 - One quandry, or dilemma, that arises is how "knowledge" is different
291429 - from "information" in order to distinguish "knowledge management"
291430 - from....
291431 -
291432 -                       Information Management
291433 -                       Information Technology
291434 -                       Management Information Systems
291435 -                       Data Base Management
291436 -                       Groupware
291437 -
291438 -
291439 - ...see analysis of Business Intelligence on 980226. ref SDS 50 2716
291441 -  ..
291442 - What qualitative difference justifies a new classification?
291443 -
291444 -     [On 000106 defined KM dilemma again. ref SDS 88 5120]
291445 -
291446 -     [On 000113 discussed with Ed Swanstrom at KMCI. ref SDS 90 2818]
291447 -
291448 -     [On 000425 KM is a secret of SDS. ref SDS 97 0480
291450 -      ..
291451 -     [On 000503 AI engineer on OHS/DKR project unable to distinguish
291452 -     knowledge from information. ref SDS 98 5033
291454 -  ..
291455 - This opens the question of what people are doing to work on "Knowledge
291456 - Management" in their organization?  Project Management has a similar
291457 - dilemma, but at least in that case people can say, "Hey, we're working
291458 - on the Moscone Convention Center project; or, the Mars Landing
291459 - project, etc.  Our ship crashed on Mars, reported 991001, ref SDS 69
291460 - 0001, but we at least know what kind of work we are doing:  It's a
291461 - Project!!!"
291462 -
291463 -     [On 020608 John cites Dave Snowden at IBM as a leading thinker in
291464 -     KM, ref SDS B0 KJ6G, and Dave's paper in the Journal of Knowledge
291465 -     Management says that KM has failed. ref SDS B0 ZN6I
291467 -  ..
291468 - Morris mentioned the other day that Intel has a group for Knowledge
291469 - Management, but nobody seems to know what they are doing. On 991103
291470 - HQUSACE investigated Knowledge Management to support collaboration for
291471 - a distributed team, but progress has been slow implementing anything.
291472 - ref SDS 72 4592
291473 -
291475 -  ..
291476 - Document Management Version Control Considered Knowledge Management
291477 -
291478 - Some attendees today explained advances in document management, and
291479 - search engines for the Internet.
291480 -
291481 -    Document Management firms are creating powerful new groupware
291482 -    capability to help people working together, i.e., collaborating, to
291483 -    prepare documents like contracts and briefs that occur in law, and
291484 -    plans and specifications that arise in engineering.  Versioning is
291485 -    a critical factor, especially where contributors are dispersed
291486 -    geographicaly, and making simultaneous changes to different parts
291487 -    of a document.
291488 -
291489 -        [On 000210 Colloquium at Stanford to develop capabilities for a
291490 -        dynamic knowledge repository (DKR) to solve world problems,
291491 -        propose a document management system for the Internet.
291492 -        ref SDS 92 2993
291494 -         ..
291495 -        [On 010605 Ted Nelson explained powerful new methods for
291496 -        comparing documents. ref SDS A4 8H4H
291498 -         ..
291499 -        [On 010614 Morris uses MS Word for check in and check out to
291500 -        track versions in prepareing contracts. ref SDS A5 RW5F
291502 -         ..
291503 -        [On 010623 groupware supports check out and check in for
291504 -        collaboration. ref SDS A6 VO4H
291506 -  ..
291507 - "Knowledge structures" are a key aspect of search engines, but nobody
291508 - at the conference today could explain a "knowledge structure."  People
291509 - who work in libraries are familiar with the challenge of formulating
291510 - effective organization for information using subject identification.
291511 - So are secretaries, engineers, executives, and anyone who has ever
291512 - argued over whether to put a file in the "fax" directory because a
291513 - letter was sent by fax, or put it under something else, or both.
291514 - Classification is difficult, because the mind does it so easily, yet
291515 - differently each time, as reported on 910418, ref SDS 6 5584, and
291516 - discussed more recently on 970116. ref SDS 42 1732
291518 -  ..
291519 - KMCI faces the challenge of becoming marginalized by a swirl of buzz
291520 - words based on reviewing IBM's announcement for business intelligence,
291521 - on 980226. ref SDS 50 1247
291523 -  ..
291524 - The Project Management Institute (PMI) addressed this by developing a
291525 - body of knowledge.  Cost and schedule control, and WBS are pulled
291526 - together into the PMBOK, per review on 950721 that includes ISO 10006.
291527 - ref SDS 31 0001  PM has made gains by having credentials and academic
291528 - courses in mainstream universities.  However, distinctions between
291529 - management and project management remain nebulous, since at some level
291530 - everything can be defined as a "project."  PM is ultimately proactive
291531 - risk management, bound by the degree of executive support. Typically,
291532 - this is weak so the CEO is the only real PM, and everybody else is a
291533 - helper with no authority, as reviewed on 950705, ref SDS 30 2165
291535 -  ..
291536 - Since CEOs don't like to execute effective management that aligns
291537 - daily work with objectives, requirements and commitments, because
291538 - working intelligently brings accountability, (see Fortune on 990625,
291539 - ref SDS 62 7344), projects reach their destinations only after an
291540 - arduous journey, as explained in the record on 950517. ref SDS 28 9442
291542 -  ..
291543 - Management science, Project Management (PM) MBO, TQM, IT, DBMS, etc.,
291544 - could all be said to encompass Knowledge Management, as could
291545 - accounting, marketing, engineering, and so on..., because they all
291546 - involve knowledge creation and management.
291548 -  ..
291549 - What then distinguishes Knowledgement Management (KM) from plain old
291550 - ordinary "management."  Nobody seems to have an explanation.
291552 -  ..
291553 - For Knowledge Management (KM) to flourish as a discipline, it needs a
291554 - center of gravity, i..e, powerful driving force giving visibility to
291555 - tangible benefits that are not readily available by other means.
291556 - First, it needs a big problem that is not being addressed by other
291557 - means....
291558 -
291560 -                        ..
291561 -                       Information Overload
291562 -
291563 -
291564 - ...is a good candidate because it is caused by solutions being pursued
291565 - by others, e.g., IM, IT, email, etc., and because information overload
291566 - causes meaning drift which is hidden from the conscious mind and so
291567 - makes communication the biggest risk in enterprise under Murphy's Law,
291568 - explained in the NWO... paper. ref OF 2 9449
291569 -
291570 -     [On 000106 defined KM dilemma again. ref SDS 88 5120]
291572 -      ..
291573 -     [On 000113 discussed with Ed Swanstrom at KMCI. ref SDS 90 2818]
291575 -      ..
291576 -     [On 000120 reviewed KM dilemma for Colloquium at Stanford.
291577 -     ref SDS 91 5063]
291579 -  ..
291580 - Second, KM needs an overriding theory of...
291581 -
291582 -
291583 -                     i n t e l l i g e n c e
291584 -
291585 -
291586 - ...for process and tools that enhance all forms of knowledge work,
291587 - explained in POIMS. ref OF 1 5820
291589 -  ..
291590 - Communication Metrics discussed below, ref SDS 0 0893, points to
291591 - changes over the past 50 years that place executives, middle managers,
291592 - and other knowledge workers in the position of information overload
291593 - which led to the creation of the CIA in 1945 to provide "intelligence"
291594 - for the President of the United States (see for example USACE report
291595 - on 970328. ref DRP 4 2022)  While "intelligence" is a foreign term to
291596 - executives, and is "funny" and "alien" to engineers and managers, as
291597 - reported on 990713, ref SDS 63 1767, the need grows every day for ways
291598 - to convert information into knowledge.  This is a driving force of KM
291599 - that is supported by SDS under POIMS technology. ref OF 1 0582
291600 -
291602 -  ..
291603 - Internet and Web Browsers Make Possible Repository of "Knowledge"
291604 -
291605 - The Internet and/or Intranets can economically replace traditional
291606 - forms management, correspondence and current email practices, to
291607 - reduce the cost of creating, storing and retrieving "stuff" using
291608 - HTML.
291610 -  ..
291611 - To date, hopes for the paperless office, and virtual office to improve
291612 - management and reduce costs, have been summarily buried beneath a
291613 - mountain of billboards on the Internet, as people rush to cash in on
291614 - the e-commerce phenomenon.
291616 -  ..
291617 - One possible solution is to meld use of the Internet for better
291618 - management with e-commerce, as suggested to Kaiser on 991206.
291619 - ref SDS 78 0596
291621 -  ..
291622 - To make the Internet useful for management requires a lot of work to
291623 - convert traditional business forms to HTML so that alignment can
291624 - connect everything together.  Web mail is a simple example.  This can
291625 - be done, but was not discussed today.
291626 -
291628 -  ..
291629 - SDS Provides Engine for Context that Supports Enterprise Management
291630 - Com Metrics Applies Project Management, Law and Cognitive Science
291631 -
291632 - Project management beginning in 1965, then litigation from 1975 that
291633 - lasted for about 15 years, leading to new standards for competitive
291634 - bidding, presaged efforts in 1983 to use PC technology for improving
291635 - management.
291637 -  ..
291638 - Business metrics for communication compliment traditional cost and
291639 - schedule control.  Communication is the biggest factor in knowledge
291640 - work (see research on 970829, ref SDS 47 6666). Before physical work
291641 - occurs, a lot of communication takes place, but limited span of
291642 - attention and differences in perceptions, compounded by information
291643 - overload, cause people to form different "meaning" from common events
291644 - like calls, meetings, email.  This results in continual mistakes,
291645 - i.e., bumbling. ref SDS 47 4181
291647 -  ..
291648 - Meaning drift makes...
291649 -
291650 -
291651 -             communication the biggest risk in enterprise
291652 -
291653 -
291654 - ...explained in the New World Order... paper. ref OF 2 9449  On 990924
291655 - this problem was reviewed in relation to the cause and solution to the
291656 - high cost of medical mistakes. ref DIP 3 0001
291658 -  ..
291659 - The management process of "traceability to original sources," more
291660 - commonly called "alignment," is a critical metric to avoid meaning
291661 - drift, also explained on 991101. ref SDS 71 1448  Management texts
291662 - call for alignment of communication, yet the requirement is uniformly
291663 - ignored because there is not enough time.  On 960620 the idea of
291664 - Concurrent Discovery emerged to show technology can solve the time,
291665 - information problem. ref SDS 40 1101
291666 -    ..
291667 - Publications on Com Metrics are available at...
291668 -
291669 -
291670 -               http://www.welchco.com/00601.HTM
291671 -
291673 -  ..
291674 - Integrating time and information management was developed in 1985.
291676 -  ..
291677 - Software that integrates a schedule, diary, people and organizations
291678 - (contacts), document generation and management coalesced into the...
291679 -
291680 -
291681 -                   Schedule Diary System (SDS)
291682 -
291683 -
291684 - ...program.  This scope is more easily grasped as simply...
291685 -
291687 -           ..
291688 -          automated integration of time and information
291689 -
291691 -  ..
291692 - In 1990 experience developing, using and explaining SDS led to a
291693 - technology concept of...
291694 -
291695 -
291696 -                         P O I M S
291697 -
291698 -
291699 - ...explained in a paper delivered at the 1994 PMI Symposium in
291700 - Vancouver. ref OF 1 0001
291701 -
291703 -                ..
291704 -               Plan, Organize, Integrate and Measure
291705 -
291706 - ...or...
291707 -
291708 -          ..
291709 -       Personal and Organizational Integrated Management System
291710 -
291712 -  ..
291713 - POIMS supports an "intelligence" role, ref OF 1 0582, based on using
291714 - a management cycle of plan, perform, report, ref OF 1 1104, for
291715 - investing intellectual capital by converting information into useful
291716 - knowledge for daily management.
291718 -  ..
291719 - On 990427 planning for a project with the National Science Foundation
291720 - defined the role of Communication Metrics in Enterprise Management.
291721 - ref SDS 59 7503
291723 -  ..
291724 - Cognitive science, and particularly connectionist theory, underlies
291725 - the empathic design of SDS that continually produces a naturally
291726 - arranged body of connected experience, also called context, that
291727 - allows people to bump into needed information while searching for
291728 - other things.  On 991025 Drucker's article in Atlantic Monthly was
291729 - reviewed, calling for technology to support cognitive science, as the
291730 - path for helping management. ref SDS 70 8925
291732 -  ..
291733 - Time and information taken together comprise a continuous knowledge
291734 - space organized by...
291735 -
291736 -
291737 -                   Organic Subject Structures
291738 -
291739 -
291740 - ....which are natural systems inherent in every organization and
291741 - endeavor of human enterprise.  Time is the dominate structure,
291742 - followed by objectives, commitments, requirements in law, regulation,
291743 - codes, policies, contracts, schedules, budgets, work breakdown
291744 - structures (WBS), and so on.
291746 -  ..
291747 - Using SDS at PG&E during 1994 resulted in favorable evaluation,
291748 - ref DRP 1 8444, but also led to recognition that tools alone are not
291749 - enough to improve management.
291751 -  ..
291752 - Communication Metrics was formulated as a management science beginning
291753 - on 950327, ref SDS 25 4822, primarily to help practitioners explain
291754 - the benefits of SDS and POIMS, per analysis on 941228. ref SDS 24 9954
291756 -  ..
291757 - The U.S. Army Corps of Engineers awarded a contract to perform Com
291758 - Metrics in 1996.  USACE executives and engineers directly involved in
291759 - the process developed a follow on contract to expand application.
291760 - Continued use was not approved by command on the grounds that cost
291761 - savings were not established, as reported on 970624. ref SDS 46 7388
291762 - USACE issued a report on 970328 that evaluates Com Metrics contract,
291763 - ref DRP 4 6172  A scope of services identifies tasks and deliverables
291764 - that might be helpful to other knowledge management efforts.
291765 - ref DRP 4 4929
291767 -  ..
291768 - On 971007 USACE published a study showing cost benefits of Com Metrics
291769 - aimed at gaining national approval, which reported ROI of 10:1.
291770 - ref DRP 5 0001  On 981027 a supplemental report by USACE supported
291771 - initial projections of cost savings. ref SDS 54 7315
291773 -  ..
291774 - On 971021 began porting part of the SDS system to the Internet as a
291775 - means to deliver anytime, anywhere "intelligence." ref SDS 48 9999
291777 -  ..
291778 - John asked for a show of hands to indicate understanding Communication
291779 - Metrics.  Everyone raised their hand signifying they followed the
291780 - explanation, which suggests Knowledge Management may be a good avenue
291781 - for introducing Com Metrics.  However, experience shows that people
291782 - typically learn after several months using Communication Metrics that
291783 - the scope and benefits are far greater than they initialy understand,
291784 - e.g., on 961101. ref SDS 41 8888
291785 -
291786 -
291787 -
291788 -
291789 -
2918 -

SUBJECTS
Communication Main Factor of Success, Management Productivity
Ergonomics Critical Productivity of Management
Communication Improved by Co-location Ergonomics
Cluster Office Design Improves Collaboration Communication Ergonomics
Dialog Collaboration Discussion

3407 -
340801 -  ..
340802 - Cluster Design for Physical Work Space Improves Collaboration
340803 -
340804 - Benefits of co-location for software engineering were explained by
340805 - Chuck Sieloff. ref DRP 7 0004
340806 -
340807 - Chuck initially reviewed trends toward working in separate geographic
340808 - locations, including working at home, called "telecommuting."
340809 -
340810 -     [On 000302 Colloquium at Stanford discussed role of facilities in
340811 -     augmenting productivity. ref SDS 93 1271]
340813 -  ..
340814 - He suggests that benefits of telecommuting reflect a false positive,
340815 - because traditional work space designs are optimized for real estate
340816 - management, rather than for collaboration, and so, since telecommuting
340817 - avoids the cost and frustrations of wasting time traveling to and from
340818 - work, this tangible benefit masks the larger benefits of improved
340819 - collaboration from co-location using properly designed work space.
340820 -
340822 -  ..
340823 - Direct Visual, Auditory Contact Enhance Benefits of Co-location
340824 -
340825 - Chuck explained ergonomics of clustering software engineers in a
340826 - common work space for groups of 8 people. Experience at Hewlet Packard
340827 - indicates this improves productivity.  A circular conference table in
340828 - the center of each cluster facilitates ad hoc meetings when needed,
340829 - and avoids bottlenecks scheduling use of conference rooms that occur
340830 - in traditional work environments.  Direct visual and auditory contact,
340831 - and the ability to use common visual aids, such as schedules, action
340832 - items, design drawings, and so on enhance collaboration.
340833 -
340834 -     [On 020718 Manhattan Projects make use of co-location. ref SDS B2
340835 -     DX37
340837 -  ..
340838 - Some people object.  Lack of privacy is one concern, particularly for
340839 - personal phone calls.  Chuck explained portable telephones assuage
340840 - this objection.  He reports that most people who work in this
340841 - environment eventually like it better than conventional work space
340842 - arrangements.
340844 -  ..
340845 - Social protocols are adopted to avoid personal annoyances of some
340846 - people being naturally louder than others.
340848 -  ..
340849 - Separate work spaces are provided for occasional times when people
340850 - need time alone for focused, uninterrupted thinking and planning.  This
340851 - is seen as a minimalist requirement, since productivity is expected to
340852 - be increased by increased communication among colleagues, i.e.,
340853 - "collaboration."
340855 -  ..
340856 - The influence of personality in this environment was not fully
340857 - explored today.
340859 -  ..
340860 - Experience from Intel that shows decisions are based on style, because
340861 - there is not enough time to understand content, indicates the need for
340862 - constant alignment, reported on 960103. ref SDS 34 8409
340864 -  ..
340865 - People thrown together in constant close proximity become dominated by
340866 - one or two people who are "strong communicators," leading to an
340867 - official view of reality that is not aligned with requirements, and so
340868 - conduct drifts away from objectives, under the go along to get along
340869 - pressure of social arrangements.
340871 -  ..
340872 - This might be more troubling than traditional settings, where people
340873 - come together occasionally in meetings.
340875 -  ..
340876 - Monitoring cameras are another method of providing visual contact and
340877 - clues about availability of co-workers to enhance collaboration.
340879 -  ..
340880 - Chuck indicated these methods are not for everyone, and noted that
340881 - globalization will continue to push toward dispersed work arrangements
340882 - rather than co-location.  Where co-location is needed, the physical
340883 - space ideas discussed today can greatly enhance productivity for
340884 - software engineering and other types of knowledge work.
340885 -
340886 -
340887 -
3409 -

SUBJECTS
Enterprise Management and Workflow
Enterprise Internet Enhances Collaboration
Internet Enhances Collaboration Enterprise

3705 -
370601 -  ..
370602 - Enterprise Collaboration on Internet:  Content and Context are Keys
370603 -
370604 - Follow up ref SDS 80 4356.
370605 -
370606 - David Coleman gave a fascinating presentation. ref DRP 7 0005
370607 -
370608 - His expertise or area of work seems to be related to cognitive science
370609 - or psychology that addresses human thinking processes, which reflects
370610 - the foundation of Communication Metrics, as explained in the New World
370611 - Order... paper.
370613 -  ..
370614 - His firm seems to have done a lot of studies at big organizations
370615 - around the world.
370617 -  ..
370618 - David showed a graphic to define "knowledge" along a continuum from
370619 - bits, words, data, information, knowledge... wisdom and vision,
370620 - similar to the organic structure of knowledge in the NWO... paper.
370621 - ref OF 2 3007
370623 -  ..
370624 - On 991129 John Maloney's organization, Net Intelligence, conducts an
370625 - event that defines distinction between data, information, knowledge,
370626 - instinct and intelligence. ref SDS 77 6111
370628 -  ..
370629 - This definition leads to the need for methods to economically generate
370630 - content to make the Internet a better environment for collaboration.
370631 - Context showing relationships between chunks of information makes
370632 - content useful.  David emphasized the need for speed in accomplishing
370633 - this task, which aligns with the New World Order... paper calling for
370634 - a process to build and maintain shared meaning for as long as needed
370635 - to accomplish common tasks. ref OF 2 4077
370637 -  ..
370638 - David's presentation was cut short due to limited time.
370640 -  ..
370641 - David will provide the Powerpoint slides for inclusion in the record
370642 - of meeting today. John advised this information will be posted to the
370643 - SF KMCI web.
370644 -
370645 -
370646 -
370647 -
3707 -

SUBJECTS
Cost Avoidance
Civilization Shows Cost Benefits SDS Knowledge Management
Cost Benefit Overhead
Communication Biggest Risk of Enterprise
Communication Main Factor of Success, Management Productivity
Cost Benefit Alphabet Illustrated by Civilization
Civilization Cost Benefit Study SDS Com Metrics Knowledge Management

4409 -
441001 -  ..
441002 - Civilization Demonstrates "Cost Benefit" of Knowledge Management
441003 -
441004 - David asked for methods to calculate cost benefits of KM?
441005 -
441006 -     [On 000113 Ed Swanstrom reported KMCI uses a "black box" to
441007 -     evaluate knowledge management systems. ref SDS 90 3380]
441009 -  ..
441010 - On 970607 Morris calculated cost savings to justify hiring a project
441011 - manager, which is a form of improving communication. ref SDS 44 Y64G
441013 -  ..
441014 - On 970829 book on management cites communication as driving force of
441015 - human enterprise, but says cost benefits difficult to calculate.
441016 - ref SDS 47 4470
441018 -  ..
441019 - The USACE report on 971007 showing ROI of 10:1 for Com Metrics, was
441020 - cited as one approach, ref DRP 5 0001  The calculation was supported
441021 - 18 months later by a letter from District Counsel stating savings were
441022 - achieved with certainty. ref DRP 6 0001
441024 -  ..
441025 - On 971229 management training film shows cost of failed communication
441026 - that is recovered by improvements. ref SDS 49 1917
441028 -  ..
441029 - David mentioned a study published by Ford Motor Company, but he did
441030 - not provide the author, date, location, a web address, methods used in
441031 - the study, scope, nor findings and follow up.
441033 -  ..
441034 - Susan Wright, Manager of Customer Care Business Center for Peoplesoft
441035 - noted that cost benefits in her work are directly measured by the time
441036 - reps invest to support a customer.  This seems close to saying that
441037 - reducing the time visiting with customers in after sales support,
441038 - increases earnings.  Assuming Susan's group is doing similar work that
441039 - Microsoft and Netscape provide, a couple of observations might be
441040 - helpful...
441042 -  ..
441043 - On 990426 a manager of Customer Support at JPS reported that Com
441044 - Metrics supported by SDS provides better support for Call Center work.
441045 - ref SDS 58 9400
441046 -
441047 -     [On 991228 discussed with Bruce Newland at JPS. ref SDS 87 0001]
441048 -
441049 -     [On 020315 Mark Clare developed calculation of ROI for KM applied
441050 -     to call center work. ref SDS A8 9Y5J
441052 -      ..
441053 -     [On 020607 Microsoft reported SDS provides stronger support for
441054 -     call center work to aid customers. ref SDS A9 L99K
441056 -          ..
441057 -     1.  Direct cost of a customer support call may overlook following
441058 -         factors...
441059 -
441060 -         a.  Time with a customer gains or loses future sales; it is
441061 -             rarely neutral.
441062 -
441063 -         b.  Future sales gained or lost are more difficult to measure
441064 -             than time and cost of support calls, but does not reduce
441065 -             negative impacts on the bottom line from squandering the
441066 -             opportunity to build customer loyalty, and to harvest
441067 -             customer ideas.
441069 -              ..
441070 -         c.  Effective feedback to engineering from support calls can
441071 -             enhance product capabilities and shorten time to market of
441072 -             features customers need, increasing competitive advantage.
441074 -          ..
441075 -     2.  Using time of call and direct cost as a metric encourages
441076 -         support staff to assign new problem numbers on call backs when
441077 -         problems are unsolved, and so masks the true cost of cursory
441078 -         solutions driven by the desire to close issues quickly, rather
441079 -         than solve issues, in the rush to improve the metric of direct
441080 -         cost.
441082 -          ..
441083 -     3.  Customer support is aided in like manner as executives who use
441084 -         "intelligence" for decision support.  Knowledge organization
441085 -         requires knowledge creation, and constant attention to ensure
441086 -         viability.  Grove at Intel says this takes "diligence" to
441087 -         prepare copious notes, which summarizes the idea of investing
441088 -         precious "time."  The right tools and training can speed the
441089 -         process of generating intellectual capital, but nothing can
441090 -         replace the value of intelligence, based on the experience of
441091 -         the last 2000 years using alphabet technology.
441093 -          ..
441094 -         The one difference between Andy and everyone else at Intel is
441095 -         that when someone says "Hey, there is another meeting in 10
441096 -         minutes," Andy can say "You guys go ahead, I have to figure
441097 -         out what happened at the last meeting, and I can only do that
441098 -         by writing things down to discover what I think." Nobody else
441099 -         at Intel can do that, because they are all on the "metric"
441100 -         that says time invested is the measure of productivity, rather
441101 -         than the quality of understandings derived from communication.
441103 -          ..
441104 -         Fortune magazine reported in June that Andy has a good idea.
441106 -          ..
441107 -         It finds that CEOs succeed more often when they follow Andy's
441108 -         suggestion and carefully write up understandings.  Why
441109 -         shouldn't this work for the vice president, the director of
441110 -         engineering, the accountant, the customer help people and
441111 -         everyone else.  Why is "intelligence" only useful to CEOs?
441112 -         ..
441113 -         Perhaps the answer lies in the design of the "metric,"
441114 -         which requires leadership with a broader vision, reviewed on
441115 -         980307. ref SDS 52 4485
441117 -  ..
441118 - Cost/benefits of KM are addressed by analysis of TQM in a seminar on
441119 - 940612. ref SDS 19 9581
441121 -  ..
441122 - Benefits from increasing the ability to grow new knowledge are most
441123 - directly evident in the long march of civilization marked by
441124 - development of alphabet technology that spawned a practice of
441125 - literacy, beginning in 700 BC, that eventually led over the next 300
441126 - years to a practice of adding analysis to reporting events, which then
441127 - provided lessons of history, reviewed on 991108. ref SDS 73 5628
441128 -
441129 -      [On 000722 cost/benefits of scientific method are self-evident
441130 -      from advance of civilization. ref SDS 99 5800
441132 -       ..
441133 -      [On 011102 economic benefits units of measure difficult to design
441134 -      for Knowledge Management, learning, education, teaching,
441135 -      mentoring, experience, personal and organizational memory.
441136 -      ref SDS A7 01CO
441138 -  ..
441139 - Human life was largely a hand-to-mouth existence until about the age
441140 - of literacy, in 400 BC. ref SDS 73 3339  From that time began a
441141 - tradition of education made possible by preserving the experience and
441142 - wisdom through writing.  Investing time to write and educate applied
441143 - the strategy of investing time to acquire deferred rewards through the
441144 - practice of farming. reviewed on 950426. ref SDS 26 4404 and again on
441145 - 950428 comparing results obtained from the prior practice of foraging
441146 - with the modern method of investing. ref SDS 27 8564
441148 -  ..
441149 - Alphabet technology provided tools that leveraged human intelligence,
441150 - albeit slowly for most people until about the time of Gutenberg in
441151 - 1455, when the benefits of literacy were greatly expanded by lowering
441152 - the time and cost required to apply alphabet technology.  From that
441153 - time the pace of development increased markedly in the area of the
441154 - world where this improvement was centered, Western Europe.  Beginning
441155 - about 1850 or so, attending public schools was mandated.  Previously,
441156 - only the well-to-do had ready access to acquire skills with alphabet
441157 - technology.  Many parents objected that there wasn't enough time for
441158 - children to attend school because they were busy with constant
441159 - "meetings" to fetch water, chop wood, and harvest crops.  By 1850 a
441160 - large enough consensus formed that the cost/benefits of investing time
441161 - to grow new knowledge paid off in pipelines, pumps and faucets to
441162 - fetch the water, electric saws to cut the wood and trucks to deliver
441163 - it, combines to harvest a lot more crops, than is possible without
441164 - investing time to grow new knowledge.
441166 -  ..
441167 - There is no cost/benefit study on investing in literacy.  There is a
441168 - 100 year body of experience comparing life today with life prior to
441169 - widespread use of alphabet technology that shows investing time and
441170 - dollars to grow new knowledge yields very high rewards.
441172 -  ..
441173 - This experience supports self-evident belief that expanding alphabet
441174 - technology, which is the core competency of civilization for producing
441175 - knowledge, should yield an exponential benefit, as it has since 1850.
441177 -  ..
441178 - The trick is how to make the alphabet more useful, now that existing
441179 - technology overwhelms human span of attention that cannot create the
441180 - connections fast enough to keep up with constant meetings, calls and
441181 - email.  SDS strives do this by integrating traditional information
441182 - methods for documents in letters, memos, reports, books and magazines,
441183 - with time management that generates chains of chronologies showing
441184 - cause and effect over days, weeks, months and years to produce an
441185 - effective knowledge space.  Using the alphabet for intelligence rather
441186 - than mere information harnesses the power of the microcosm by giving
441187 - people control over lower levels of organic structure, discussed with
441188 - Intel on 950927. ref SDS 32 5412
441189 -
441190 -
441191 -
441192 -
4412 -

SUBJECTS
Innovation Loop Solved Invest Sunshine Profits Pilot Test
Innovation Loop Knowledge Avoids Mistakes Brings Accountability Feare
Innovation Loop Solved Experiment

4705 -
470601 -  ..
470602 - Executives Must Engage Dialog on Advancing KM Through Pilot Testing
470603 - Collaboration and Partnerships Can Solve Credibility Problem
470604 -
470605 - Follow up ref SDS 81 0877.
470606 -
470607 - John proposed a form of collaboration among KMCI membership.
470608 -
470609 - A major barrier to advancing KM is educating executives about the need
470610 - for pilot testing new methods in order to generate experience on cost
470611 - benefits.  Andy Grove suggests investing a portion of "sunshine
470612 - profits" for experimenting (see review on 980307, ref SDS 51 3416),
470613 - but helping executives, managers and engineers is hard, particularly
470614 - for disruptive technologies like Com Metrics, see 990526. ref SDS 61
470615 - 6132  Organizations that need help prefer to deal with a major firm,
470616 - under the common feeling that "big is better."  As a result, a lot of
470617 - money is wasted on mis-guided schemes, because the correct approach is
470618 - hard to figure out, as set out in the proposal to NSF, ref OF 11 4774,
470619 - and on 991025 reviewing Drucker's recent article in Atlantic Monthly.
470620 - ref SDS 70 0207
470621 -
470622 -     [On 991222 Doug Engelbart's Colloguium and Bootstrap Institute
470623 -     propose Alliances to accomplish this objective. ref SDS 85 3072]
470625 -      ..
470626 -     [...Doug's paper on 920601 calls for pilot testing. ref SDS 85
470627 -     5402]
470629 -      ..
470630 -     [On 991220 sent John letter on collaboration. ref SDS 83 0001]
470632 -      ..
470633 -     [On 991226 sent letter on pilot testing. ref SDS 86 0001]
470635 -      ..
470636 -     [On 000113 recommended KMCI engage generals and executives in
470637 -     dialog of KM. ref SDS 90 2091]
470639 -      ..
470640 -     [On 000306 KMCI Spring event will include a panel of "leaders."
470641 -     ref SDS 94 5170]
470643 -  ..
470644 - In sum, this is a credibility problem, similar to what Microsoft faced
470645 - trying to help AT&T in the early 80s.  After Microsoft grew in the
470646 - 90s, as a result of monopoly (see Judge Jackson's findings on 991110,
470647 - ref SDS 74 6722), AT&T suddenly noticed the merits of ideas presented
470648 - 10 years earlier, per review on 970617. ref SDS 45 1847  While KMCI
470649 - collaboration cannot match monopoly power, it can help leverage the
470650 - strengths of members to expedite good faith review by organizations
470651 - that need help to improve management and earnings.
470653 -  ..
470654 - KMCI members can form strategic partnerships to provide professional
470655 - support that lends credibility in marketing efforts.  Often no single
470656 - solution is the answer in a KM setting, so partnering provides
470657 - flexibility to mix and match capabilities to suit customer needs. KMCI
470658 - can provide a clearing house for this kind of mutual support that
470659 - advances the art and science of knowledge management by growing viable
470660 - practitioners and customers.
470661 -
470662 -
470663 -
470664 -
470665 -
470666 -
470667 -
4707 -