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Archive for the ‘connections’ Category

Image: Photography by BJWOK / FreeDigitalPhotos.net

Today I was intrigued by a programme on inspiration and genius.  Intuition is often mistaken for inspiration because it is that fast recognition of a connection between one thing and another, a couple of ideas, or notions.  But most people agree with Einstein: Intuition is simply the sum of all your experiences. As the Nobel Laureate, Daniel Kahneman points out in his recent book , intuition is fast thinking. It evolved so that we could respond without delay to threats, but it can be very misleading, and needs to be used carefully in conjunction with our slower thinking processes, to double check the evidence. But inspiration is different from intuition. Certainly , it always comes to people who are well prepared, who have spent hours and weeks, even months pondering a problem. So the idea that it is 99% perspiration is probably valid. It’s not just a fast response based on past experience either.  When people try to study others who have been inspired, they also find that the unconscious plays a big part in effective processing. Why because often that is where we reframe the way we understand  the world. To cope with the world  on a day to day basis, we have to put boundaries around events, ideas, abstractions, concepts.  We grasp what is important about situations and have a sense of the limitations. But if we change the shape of those boundaries, new connections and possibilities have a chance to emerge. We see things in a different light, look at them through a different lens, figure them in a novel way.  We make connections ACROSS categories, and go beyond previously understood constraints.  That’s why dreams are often a helpful process for inspiration. Another alternative path to inspiration is a change in context combined with a change in the type of mental activity you are engaged in.   Some scientists get break throughs when, after hours of mental focus, pondering, researching and examining a problem, they change state. That can involve sitting peaceably in a garden or in the countryside. Marcus de Sautoy in one of the recent BBC TV programmes called the Story of Maths admitted that he often solved apparently intractable mathematical puzzles as a result of talking a walk.  All of that seems within the bounds of possibility, for many of us.  We can certainly imagine how all the detailed information and stimulus to thought, the multiple alternative perspectives, challenges to boundaries, opportunities for distraction offered via the social media would do a good job of supporting these aspects of inspiration.

But that isn’t all, apparently. A powerful driver for the inspiration behind genius seems to be something akin to extreme introversion – the desire to spend long periods in intense and singular concentration, in isolation with one’s own thoughts. This is often combined with the ability to tolerate the deep anxiety associated with uncertainty and searching for something unknown.  Creative people often pursues their interests alone, they have the courage to see the world differently and look for ways to challenge accepted beliefs and boundaries. Some may feel that the associated sensations are almost the edge of madness.  Certainly great inventors admit to being so devoted to their search that they drive themselves almost to the point of illness, working with such focus that everything else becomes inconsequential.  However, I wonder if these final pre-conditions for inspiration and genius are damaged by continuous participation in the social media?  In these times where being social seems to have become an essential facet of identity, where constant activity is valued more than slow thinking, intensely pondering a problem, will societies produce less inspiration? Will genius be even more rare?  If you read Nicholas Carr,’s book the Shallows, perhaps the answer is yes. Carr’s argument is that the internet is rewiring our brains, so that we are excited by continuous new input, but less able to concentrate for long periods of time; more disposed to follow prevailing opinion, but less interested in marginal ideas; we prefer to externalize problem solving, rather than internalise the anxiety; we spend hours socialising with others on line, but less time close to nature or in quiet contemplation with lack of stimulus.  Daniel Wegner’s research suggests that dependence on computers is affecting our memory (thanks to Susan Frost for that link). One can only imagine the long term consequences for knowledge economies that do not invest time and effort in encouraging contemplation, spending less time with the computer and more in physical activity.

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I often take a walk and while I do I listen to podcasts to pass the time.  The movement also helps me think. Following my last blog, I was pondering communication elements which gain traction by permeating a discourse, and catching up with some of Melvyn Bragg’s ‘In our Time’ podcasts. I came across one on metaphor.  The experts weren’t directly exploring the  business application of metaphor; the conversation was about the history of metaphor in literature.  Yet it struck me that we can learn some valuable lessons for leading change when we examine the power of metaphor in our cultural history, because it they have a lasting impact. Here are just a few of the ideas that emerged as I listened,

  • Metaphor energises people an emotional level. They work by establishing a connection between the circumstances we want people to engage with and something else that resembles it, which that may be more familiar and accessible.  Pick the right metaphor, with positive associations and it could be a way to the unknown and the uncertain more palatable during change communications.  In KM we often talk about knowledge flows, and so the metaphors of water, waves, hydro electricity, are powerful in helping people understand the possible benefits of making knowledge more fluid and less sticky are all useful associations.

    A watery knowledge ecology, courtesy of Sergej Todeush

    Here’s an image from a poster prepared by Sergej Todeush, a past MBA student, which shows where you can take a water metaphor, because water exists in many forms, is part of a larger ecology, can create force when harnessed by dams pipes, build structures when frozen, and be deconstructed into its elements.

  •   Metaphors are often related to natural phenomena. Historically, in the Henley MBA, we have asked people studying Knowledge Management to describe it to a lay person by using a visual metaphor and preparing a poster to convey it’s essence to others.  We did an analysis of the metaphor’s they used, and the ones that seemed to arise frequently, be most evocative and encapsulate more dimensions of KM, were those based on ecologies and natural phenomena.   (If you want to read more you can get a copy of the paper here.)  What I hadn’t realised was why natural systems metaphors might be so prevalent, but Brian Arthur’s book about how technology evolves explains it quite powerfully. Humans instinctively trust natural phenomena, from experience we know the consequences and can relate to them through experience. But we are less trustful of man-made technologies. They are as complex nowadays as natural phenomena but we don’t instinctively understand the consequences.  Technology is rapidly shaping our lives and our economies but the changes can feel alienating, or disruptive.  When Brian Arthur talks of technology he also includes management processes, and economic systems, so KM would fit into his definition of technology within organisational life. Instinctively we may not trust its complexity.
  •  Metaphor resonates at the local level, but they also encourage people to consider the big picture, so it simultaneously captures context and the detail that matters to the individual. That is important for change, when the individual needs to be able to see how they fit into the organisational change process.
  • Metaphors can be generative. Help us be creative. They can help us look at the domain we apply them to in different ways. We can unpack and unpick our understanding of the source of the metaphor and apply that to the new domain so that we get a different perspective on it.  That can help us reframe long established assumptions of the way the world is. Some time ago we ran a KM forum day using jazz as a metaphor for management. How would it be if we started to describe management as improvisation and what can we learn from jazz musicians? If that seems to haphazard to you, then can you think about the management as orchestration, the ability to interpret and conduct a symphony from the expertise available amongst your key players? How does that affect leadership of change?
  • Metaphorical associations can also be shocking, but more safely so.  Wallace Simpson said that reality is a cliché that metaphor helps us escape from.  We know that often change needs a shock or a crisis to propel people out of their comfort zone, and start to re-envisage how reality could be different. We think of organisations as legal entities that have an existence independent of the individuals within it. Much of our management thinking evolved out of the Industrial Revolution, so we think of organisations as machines, so people become cogs, and the aim is to leverage their knowledge. As, Alison Donaldson said to me at the conference, it’s worth being more sensitive to the consequences of the language we use, because it shapes our reality. Otherwise, we can unwittingly perpetuate many of the old clichés about management which may be dysfunctional for knowledge related activities.  What if we were to talk about organisations as galaxies or constellations of planets, suns and stars and black holes? How would this alter our more bounded rational  view of supply chains, alliances, and mergers?  Would it change assumptions about how easy it is to integrate to cultures or to communication between partners?  Metaphors can hint at a sense of something without making it concrete so encourages us to explore a risky context indirectly, which can be less immediately threatening and a more comfortable way to stimulate change.
  • Metaphors can be more encompassing. Much of management is focused on analysis and reason, evidence and facts, and whilst these are still necessary and helpful, evidence and facts refer to what exists only.  Reason uses the language of distinctiveness, precision, more refined and determined categories of ideas which can actually put boundaries and limits on the opportunities and possibilities of change. Analysis breaks things down into smaller parts to give us insights, but if we aren’t dealing with a machine, but a living system,  re-assembling the pieces from the dissection doesn’t regenerate all the properties of that system. So we lose something that is tacit in the interactions between the parts.  Don’t get me wrong, analysis makes a valuable contribution. But its worth thinking about using the right tool for the job.   Metaphors tend to look at wholes within contexts, so they give us a different perspective. By not classifying and deconstructing, they create links, open up connections and ideas, (here’s another possibility in previous blog KM as cooking); granted those links may be transient, and inherently unstable, but feelings and sensations are not grounded in permanent thought either. The potential is that they help trigger timely associations that help people shift perspective whilst holding on to the things that matter to them.

Henley KM Forum conference 2007

Over the years we have used many metaphors in the KM Forum activities. Vanessa Randle’s pictures that we used to capture the conference themes were full of metaphors – bridges that spanned rifts, journeys, reaching for the stars. The small pictures don’t show the detail, but click on them to get the full screen view and you’ll see what I mean.

KM in a changing world Henley KM Forum conference 2008

Why not share the metaphors that you have found useful in conversations about change, so others can learn from them? It would be interesting to make a collection of them, particularly if you have stories associated with them.

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Inspirational Relationships?Image: tungphoto / FreeDigitalPhotos.net 

Relationships are a core concern for anyone interested in knowledge and learning.  The word relating is interesting in that it can mean connecting with others in a way that is meaningful for each party, or it can mean verbally telling or explaining an experience or a set of events via the medium of story.  What’s common to both is a concern for communicating meaning.  I think what is different is the depth of meaning each type of relating achieves.   Relationships create meaningful bonds between people, relating stories helps sense-making, but the meaning derived may not be shared. A fine distinction; but just as meaningful as the distinction between information and knowledge, if you are thinking about the quality of KM activities, and their impact on community.

As an aside, it’s ironic that John Seely Brown and Paul Duguid’s book was called the Social Life of Information.  It’s one of the few instances when blurring the distinction between information and knowledge made good sense.  (Connecting to Amazon to create the hyperlink above, I was reminded that I bought the book on the 13th March 2001, just in case I had forgotten!) By challenging to the glory of IT storing and shifting information, at the turn of the millennium, Seely Brown and Duguid seemed to presage something of shift in the KM world.   Relationship capital became more prominent in the Intellectual Capital arena. The priority of people relating and Nahapiet and Goshal’s concept of social capital became of practical interest to organisations. Although some people still confuse information management and knowledge management, many organisations are shifting from capture to collaborate and accept the limitations of the ‘if you build it they will come’ mentality.  Probably just co-incidental timing, as the web became more ubiquitous, social media started to develop.  We started to hear about Web 2.0 around 2002, and Stanley Milgram’s six degrees of separation quickly became four or less. This you tube social psychology lecture from Yale explains the principles at about 3 minutes into the video and goes on to explore the foundations of social network analysis.  If you want to read more the Duncan Watts also published an relative easy read on this important topic.

People relate to one another in many ways. We all have a mixture of close connections and loose associations in our relationship network. From a knowledge perspective, each serves a different purpose; the former give us a strong sense of belonging, deep tacit knowledge sharing opportunities, and more meaningful feedback, the latter provide timely access to ideas, insights and trending topics, better responsiveness to external dynamics and greater reach.  In the    All of the ties that bind need some form of maintenance, it is up to us as individuals to decide what proportion of our time we invest in networking compared to revitalising community bonds.

We talked a lot about relating stories at the KM forum conference; they are a popular means of conveying ideas in a way that others can relate to. But it is worth asking, by relating stories do we cement our relationships? Historically, perhaps.

http://public-domain-photos.com/search/campfire

The campfire was the 'Ba' space for storytelling

Before the written word, stories were a form of knowledge sharing that bound the community together, and helped them survive. They were crafted and distilled from the best of collective experience and the telling was associated with times of safety and warmth– you don’t tell a story when a sabre tooth tiger is bearing down on you, shouted instructions are far more useful!  Culturally, the campfire is the equivalent of Nonaka’s ‘Ba’ space for story telling. That image resonates across many cultures.  A collection of stories was a wellspring of learning, and an oral history that gave the community a sense of identity and purpose, re-enforcing principles and values that mattered. That makes them powerful.

Nowadays stories are still good for finding points of connection. But in modern society community ties are much more fragmented, and stories can be interpreted outside of the context of belonging to some collective that assures our survival.  A well crafted story can be the communique of choice for gifted politicians, influential speakers and educators; it grounds concepts in real life challenges and adds human interest.  Taken out of the intimate context of a community, stories can have a different side to them. Undoubtedly, it’s human nature to relate instinctively to stories, which means that once recognised, this can become a tool of deliberate influence. I’m not saying this is a bad thing.  Just that story tellers have choices. Stories can be used care-fully or manipulatively. Until it became too expensive, advertisers loved ‘serials’, stories around a theme – remember Beatty and the BT phone ads that ran for years?   If you have to convince someone of your ideas, and can get a quick win with a story told with integrity, then, why not follow the principles of different types of story-telling and use them to achieve results?  Two books worth studying are Tell to Win  or Steve Dennings book the Leaders guide to Storytelling. Stories are memorable, emotive packages of words that do an effective job of conveying context with fact and interpretation. But in my view we have to think beyond one off stories and consider how stories become ongoing and evolving narratives – connected, purposeful and thematic. Steve Denning talks of narratives as a secret language of leadership

It is the patterns of discourse which are interesting if we are trying to effect durable change.  Isolated stories make relatively simply points. In some ways they are blunt instruments; to effect lasting change in organisations they have to become narratives to spread and as they spread they evolve.  Discourse, -the ongoing stream of dialogue, debate and conversational dynamics over time is what shapes how organisations either adapt and change or stagnate and die.   It is this we in the KM profession need to be aware of.  I would argue that we need to study this more than stories in the future if we are going to understand how to increase the agility.  Shifts in discourse are subtle signs of collective mood swings, they will signal how tensions are affecting groups, highlight the emotional resonances in the tensions which may become contagious, and so give us a sense of emerging trends.

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In the past month, all we have done is think about the KM forum conference. I’ve learned so much studying the speakers’ slides, reading their papers, and then writing about the topics on the blog.  Yet even though all that mental activity was intense and fascinating, it’s not until you actually feel the buzz in the room, hear the speakers bring their slides to life, and have the conversations with them and all the delegates that intellectual comprehension becomes impactful knowledge, which will shape my plans, or reactions in future.  Cognitive knowledge has nowhere near the same impact as the deep connection and resonance that lived experience brings.  It can be a real jolt.  Knowledge in the written word is weak, the spoken word in conversation is stronger, but experience has a more lasting effect on how knowledge changes our perspective and behaviour.  The huge power of experiential learning was something that seemed to crystallise for conference delegates too as the conference progressed.

Sparking ideas and colouring experience

A strong sense of its importance seems to have been sparked when David Gurteen shared his interest in Positive Deviance (How unlikely innovators solve the world’s toughest problems) over dinner on Wednesday!

The following morning, Professor Jean Bartunek fuelled the fire when she talked about how emotions colour experience either energising or de-energising peoples’ response to change. Feelings are contagious, which means change leaders have to work with a much more finely hued picture than rational analysis can outline.

These implications were brought to life in Nick Milton’s Bird Island Workshop. It was fabulous to watch 10 teams hand on, down on the floor building brick towers. Thanks to everyone who participated so enthusiastically. And thanks to Nick for the courage to venture into untried territory and work with so many groups. It was worth it.

Knowledge in Action building experience and relationships

The inspiring thing was to feel the buzz when so many people realised the difference between what a team can achieve and what an organisation could do when everyone has access to knowledge assets AND are inspired to extend themselves beyond their self imposed constraints. Eyes lit up and ambitions over what was achievable grew. But even more importantly much more was achieved.

In the afternoon, Tim Harford added a dose of realism with his stories about how complex the world is, how hard it is to unravel the real nature of a problem and how small events can have enormous unforeseen consequences as they cascade through highly connected economies and organisations.  It’s hubris to imagine we can control events.    The only way to navigate the turbulence is trial and error, refined by frequent feedback.  (Enjoy Tim’s views on the God Complex again here)

The problem is that trials always involve incomplete knowledge and error means failure. So experiential learning comes with an emotional health warning. Don’t get despondent, we just have to try, try, and try again, whilst, as far as humanly possible, taking care to ensure we and our organisations fail safe. That way you have the chance to pick yourself up, dust yourself off and take another learning trip!

Undaunted, In March, we set off into our 13th year of learning in the KM Forum. We hope it will be enlightening even with the ups and downs of trial and error.  Join us in the experience if you can.

If the conference experience inspired you to do something different or changed your perspective, then please do share below.  If you missed the experience, even though we know the written word is a poor substitute, we will be writing up the whole event in a report, so watch this space.

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Follow the red brick road to empowerment AND organisational learning?

After from my throwaway comment at the end of Thursday’s blog,   it struck me that embedding courage, wisdom and heart into the fabric of the organisation is a good recipe for managing risk and essential ingredients for agility. But it will be a long journey, because the attributes have to move from the intuition of the individual, which is the mental spark that something needs to change right through to an institutionalised wisdom that is readily accepted by groups across the organisation.   Clearly learning has to happen at several levels, individual, group, across groups to finally become part of the organisational DNA.  There are both psychological and socio-political influences on this process, which become more and more difficult to negotiate the larger the organisation grows.  This article is very academic, but it does outline some of the issues. You may not want to read it in detail, but Figure 1 offers a useful diagram that captures what I mean and Table 1 shows a useful summary of the politics of organisational learning and the dynamics of power as they impact on organisational evolution. On a more practical note, the case study which Louse Montgomery and Julia Montgomery will share at the conference seems to address this challenge head on through the idea of making the learning pathways of Investment Bankers explicit.  Again I don’t want to steal their thunder, but I do think it is worth provoking interest in why recording progress en route to knowledge excellence could do more than just help the individual in their reflections and development. As Victoria Wardtold us, when she proposed this session for the conference, negotiating a pathway, creates a change in the contract between the individual, their line manager and their organisation, it provides a reference point that stays stable while everything around is changing, and makes an important and demonstrable connection between the individual’s commitment to learning and development and the organisation’s commitment to refreshing knowledge and skills. So it’s not just about isolated learning interventions, but about how they connect to the business performance, and strategy.   That does not do justice to the richness of the process and how it addresses the social and political forces identified in the article above, so I will have to come back to this topic after the conference.  For now, I just want to flag the idea of tailoring learning and development to strategic business conditions and then linking it to emerging individual needs as a great way of translating learning at the individual into organisational learning.  By recognising

 “the individual needs of people throughout their careers, with the aim of building capability from the moment they join a business to the point that they achieve peak performance.

such programmes, designed to achieve knowledge excellence in the beleaguered Investment Banking community,  are most encouraging

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We are busy collecting props for Nick Milton’s session at the Henley KM Forum conference; We’ve also surmounted Henley’s quite natural resistance to plugging untested electrical equipment into our building circuits, and found ways to accommodate about 90 delegates all being active in one space together.  (The session will be fun, I promise you and there are lots of valuable lessons to learn, but I am not going to give the game away!) Nick is a regular blogger so I have been checking out his musings.  A couple of Nick recent Knoco stories focus on the role of asking in knowledge sharing, and the KM techniques that embody the mechanisms for encouraging pull rather than push.  So it was in that context, that I smiled when I saw his blog on the 20th  February.

funnyanimalpictures.netThere’s no text, just this well known picture:-  with the caption, Mother told me there would be days like this!  Nick I sympathise!  Why did it make me though smile? Because the animal that usually pulls the heaviest loads is an ass!    But the metaphor started me thinking about information overload and potential to make a dumb mistake, unless we take the time and energy in this fast paced, social media savvy world to sort the wheat from the chaff.   What stories are the ones that we really need to learn from one, and which are the ones that contain misleading messages for our own specific context?   They may well be valid in other contexts, but often it is the subtle variations shaping the context that make the difference between something that is worthwhile for us to learn from and something that would not make a dent in our own particular circumstances.

Transferability is one of the big issues for qualitative research, and one of the reasons why thinking before adoption is so important for appropriate adaptations. Can the ideas generated through research be readily applied across contexts?    Do we have enough understanding of the detail of the context to see how we can apply them to ours?  This is one of the reasons why networking face to face is so valuable. It’s the opportunity to meet with the experts, quiz them on the detail of their situation and decide how it relates to ours.

But, I’ll dare to suggest it also comes back to the spending some quality time in the slow thinking stream, which Daniel Kahneman talks about in his book Thinking Fast and Slow.   Kahnemann is credited with being the founder of behavioural economics, a field of thinking which brings understanding of real human behaviour and social psychology, to theories of rational economic man, that formed the foundation of economics for a long time.   Together with Amos Tversky he won a Nobel prize for their work on bias in decisions and choices.  Only by understanding the full detail of his work, will you see how to relate it to your KM problems, but those of you who heard Graham O’Connell’s opening session at the November KM Forum meeting will remember him talking about why slow reflective thinking helps us find the patterns, discriminate what is valuable through the extent of resonant connections, cross validate with other evidence and plan accordingly.  In addition there may be the weight of the moral, ethical angle to evaluate.  I have just come across an immediate example related of this last risk of decisions divorced from the detail of context, whilst listening to ‘The Stream’ on Al Jazeera. The issue for their attention was  When should police use Social media to solve crimes? The obvious ethical dimension of this problem is when might the activity affect innocent people’s lives and what protection are in place to ensure that the potential negative consequences of crowd sourcing the search for a suspect doesn’t outweigh the potential public good associated with taking a real criminal off the streets?  Could an innocent person be convicted based on perceptions of observers that may well be biased?  We know from research that people are often inaccurate witnesses.  We also know that weight of perception can be a strong influence on decision making; the risk is that the potential heavy weight attributed to the much larger number of potentially inaccurate sightings of a person, could lead to a wrongful conviction.  Of course it could equally well lead to faster justice.

It’s n

treasuretroveblog.com

Think slowly when you summon the Social Media Genie

ot the sharing activity that is problematic, it’s whether we have the necessary checks and balances in place to ensure that information overload does not distort our thinking. You may like to download the white paper on Knowledge Sharing 2.0 and the Social Media Genie, which was produced as a result of research project in the Henley KM Forum last year.  In the case of police use of social media I’ve no doubt there are careful rules for when and where this is allowed, and there are certainly many benefits to be gained from a fast and agile response that social media can create.    However, I would also argue that some slow and care-full thinking about the how we use the social media are also vital.  Otherwise we run the risk that for some important decision an unreasonable weight of perception will sway our decisions and those pulling the cart end up without firm ground under their feet!

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Serendipity is a wonderful thing, when you are thinking about topics for blogs. In one weekend I got three lucky breaks.   Last night, I was catching up on the BBC I player with the second instalment of Super Smart Animals.  One item struck me as very relevant to KM.  Nine minutes into the programme we meet  Dr Mike Chase who has spent a decade using GPRS to track African elephants in a bid to learn from them about what is important in their habitats.  Such an understanding would help us reduce the havoc an expanding human population can wreak on these magnificent and intelligent animals.   Elephants need 200 litres of water and 150kg of food a day. Protected areas like the Serengeti National Park are not enough. To survive elephants  have to know where to find food and water in vast landscapes where borders and human structures may affect territory that they learned about decades ago. Elephants are social animals; their survival depends on the matriarch of the herd, the oldest wisest female in the tribe, using her memory to lead them to sites where food or water may have existed over a decade ago. This sort of long term memory has evolved to overcome problems of annual and seasonal variations, though not man-made climate change.  The astounding thing is that, at certain times, 1000’s of elephants from many different tribes congregate at a single water hole simultaneously. You can see them coming in this you tube video below (The video is apt, but I suspect the contributor hasn’t ‘herd’ of a dictionary!)

Elephants may trek over 100 miles to come together at this particular spot, and somehow they know when to arrive. It appears that these are meeting points for knowledge sharing and communication, a place to update and spread new insights that might keep them alive as a species, as well as a place to build the bonds and ties that unite family groups.   Mike Chase’s maps of elephants trekking patterns show that watering holes for elephants are just like water coolers for humans.

Having just made the connection between elephants and KM, I had another stroke of luck.  I was delighted to find that David Griffiths, who is speaking at the Henley KM Forum conference, has just written a fascinating blog about the importance of legitimising water cooler conversations.

Then the third connection was even more fortuitous. The writer of the article David is citing went from a discussion of research about how proximity improves the quality of knowledge sharing to some reflections on Steve Job’s reconfiguration of workspace at Pixar.  Paul Aitken, Bill Rainey and I are presenting the outcome of this year’s research on Developing Knowledge Driven Leadership Agility. The project set out to identify which leadership practices contributed critically to a conduce climate for knowledge sharing and learning, and then design a leadership challenge to help more people in the organisation understand what sort of social and organising behaviours are required for effective knowledge work.  We decided two weeks ago to use the Steve Jobs story as an example to illustrate some of the leadership practices in the conference presentation.  Three relevant connections in two days!  Synchronicity? Serendipity? Or simply sensitivity to surroundings spurred by my specific situation?  I think the latter, but it’s amazing how valuable those close encounters at the water cooler can be.

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