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When interfaces between users and applications are weak, organizations face increased risks and costs because they do not know what information they have and cannot find that information they need.
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The Interface of
the Knowing
Organization
November 21, 2009Toronto, Ontario
v02 (2009-11-21)
Stuart G. M. Bailey
v02 2009-11-21 Interface of the Knowing Organization 2
Outline
• What’s the Problem?
• Mental Models
• Cases in Point
• Conclusions
v02 2009-11-21 Interface of the Knowing Organization 3
Introduction• Operations and
Disruptions– Zubulake, Phillip
Morris, Morgan Stanley, B.C. Rail
• Exploding Information Volumes
• Users and Technology
v02 2009-11-21 Interface of the Knowing Organization 4
Web 2.0
v02 2009-11-21 Interface of the Knowing Organization 5
ConclusionA weak user interface results in
Poor compliance
• Legal• Audit• Governance
A reduced ability to
• Operate well• Develop self-
knowledge
Identify and mitigate
• Risk• Costs
Learn and adapt• Changing workforce• Changing
regulations• Changing
marketplace
v02 2009-11-21 Interface of the Knowing Organization 6
What’s the Problem?
• We all manage information
• This gives users great power
• Power can enable or power can disrupt
v02 2009-11-21 Interface of the Knowing Organization 7
Storage and Recall
• Storage may well be cheap, but finding is very expensive.
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Globe and Mail
• Content in Context– What to keep, what
to get rid of?
v02 2009-11-21 Interface of the Knowing Organization 8
How Small are Small Differences?
“A few bad apples…”Small differences early on can create vast distances later on
Positive Deviance
Best practices might not affect positive change since behaviour is the key factor in whether groups deviate towards positive results or not.
The goal is replicating the practices of the positive deviants.
v02 2009-11-21 Interface of the Knowing Organization 9
Interface
Vannevar’s Bush’s Memex c.1945
"As We May Think", Atlantic Monthly, July, 1945. Charles Babbage’s Difference Engine c. 1823
v02 2009-11-21 Interface of the Knowing Organization 10
InterfaceCompliance and the ability to operate well are enhanced by an effective user interface.
A weak interface between user and information means that an organization cannot come to know itself.
http://www.pranavmistry.com/
Microsoft’s “Surface”
v02 2009-11-21 Interface of the Knowing Organization 11
InterfaceGood user interface improves access and recall of important information.
http://www.cs.umd.edu/hcil/socialaction/
v02 2009-11-21 Interface of the Knowing Organization 12
Planning and Execution
Awareness, training, tools, and processes affect an organization’s ability to
operate efficiently.
How users interact with technology should not be
overlooked.
v02 2009-11-21 Interface of the Knowing Organization 13
Types of Knowledge
Tacit – what we say
Explicit – what we write down
Cultural – what we do together
v02 2009-11-21 Interface of the Knowing Organization 14
Talking
v02 2009-11-21 Interface of the Knowing Organization 15
Writing
v02 2009-11-21 Interface of the Knowing Organization 16
Knowing
v02 2009-11-21 Interface of the Knowing Organization 17
Accessing Content
• A knowing organization needs a stable, reliable, repeatable process for discovering content that has meaning to it (or its workers)
Taxonomy
- Provides Order
Controls
- Structure Access
Culture
- Use of common orders and controls
Technology
Users
v02 2009-11-21 Interface of the Knowing Organization 18
Design
Design not for the distance between the screen and the eye, but for the distance between the eye and the brain.
– Ben Schneiderman
v02 2009-11-21 Interface of the Knowing Organization 19
Mental Models
• Schopenhauer– Optical model for
consciousness– Optical : user
interface– Interface : knowing
organization
From the day you were born, you have been making sense of the world.
v02 2009-11-21 Interface of the Knowing Organization 20
Representing Relationships
v02 2009-11-21 Interface of the Knowing Organization 21
Case StudiesE-mail and E-mail Archiving Tools
http://www.symantec.com/business/enterprise-vault
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v02 2009-11-21 Interface of the Knowing Organization 22
Other solutions
• User-integrated
(http://go.microsoft.com/fwlink/?LinkId=136949)
• Open Text and SharePoint
• Integrated for the user
• Google Wave
v02 2009-11-21 Interface of the Knowing Organization 23
Augmented Reality
www.layar.comLayar; recovery.gov• iPhone, PalmPre, etc
overlay data with real world (geo-coding and gps)
• Smartphones bring multiple apps together in a single interface
v02 2009-11-21 Interface of the Knowing Organization 24
The Differences
• User control of recall from repository.
• Interface used for knowledge workers to interact with explicit content.
Users need help getting to a point where they can ‘figure out what works’.
v02 2009-11-21 Interface of the Knowing Organization 25
Conclusion
• Organizations need to know something about themselves in order to respond to external and internal needs.
• Knowing requires an effective interface between repositories and users or information (even when users are considered repositories).
• When interfaces are weak, the organization cannot know itself as well and may therefore face increased (operating) costs, risks, or interruptions.
v02 2009-11-21 Interface of the Knowing Organization 26
Remember:
The technology might work perfectly…