Category: Knowledge work

I have another column up at ESJ. I’ve been arguing that knowledge work is best thought of from a craft perspective for a long time. This time I took a look at knowledge work deliverables and came to a new insight (I’m just a bit slow sometimes). Knowledge work products achieve their value from their uniqueness not their uniformity.

This contributes to the failings most organizations have had with their efforts at knowledge management. Managing activities in an industrial economy is about achieving and enforcing uniformity. When it works, we get the PC revolution where my computer gets better and faster and more reliable every year. When it doesn’t, we get everyone in the call center reading from the same debugging script after I’ve been on hold 30 minutes while they ignore the problem diagnosis I’ve already done before I ever called.

Knowledge management efforts need to be rethought to bring this issue to the forefront. They need to put attention toward how to enable knowledge workers to be more proficient at creating unique results, not at creating an artificial uniformity that undermines the real point of knowledge management in the first place. The more sophisticated your knowledge workers, the more likely they are to ignore ill-conceived efforts toward uniformity. Also, the more likely they are to support efforts that address their real concerns.

In my most recent column at Enterprise Systems Journal, I'm taking another look at what a strategy for improving knowledge work
might entail. Of course, as I look around the borderline chaos that
constitutes my half of my home office and the contents of the backpack
that constitutes my mobile office, it's questionable whether I am
qualified to have any useful advice. Based on long prior experience,
this is not something that will get figured out in a single column. But
we'll keep on trying.

Lilia points to what looks to be an interesting piece on knowledge work
and visibility/invisibility. As she says, “more to read.”

And while I was searching for the right link for “It's just a matter of common sense”: Ethnography as invisible work by Diana Forsythe to add to my story I came across A web on the wind: The structure of invisible work by Bonnie Nardi and Yrjö Engeström, which is an editorial for the “invisible work” issue of Computer-Supported Cooperative Work.

Wonder how I could miss it – with all my interests in invisible work?

More to read 🙂

I have a new column up at Enterprise Systems Journal. This time I take another run at the notion of visibility and knowledge work.

Without doubt, a false dichotomy, but this promises to be
entertaining at the very least. Any synthesis will be a helpful
contrast to the still all-too-prevalent notion that drudgery in and of
itself is good for the soul.

Like Frank, I start with a bias in favor of Fred's position as part of
my personal cursade to rid the world of busywork. It reminds me
of an incident during a college summer job over 30 years ago. I had
been hired as a “material accounting clerk” and my job was to spend
each day poring through three-inch thick stacks of greenbar computer
paper containing inventory control reports. I was looking for line
items with zero items in inventory but cost still on the books and
filling out forms to process write-offs. This was one of those seminal
moments that convinced me that I had no future in accounting.

For all that drudgery I could at least understand that this was a job
with some purpose. The incident that truly pissed me off was when my
supervisor handed me a handwritten sheet of numbers and asked me to
calculate the mean and standard deviation (with an adding machine and
slide rule). When I was done I brought the results to my supervisor and
asked what they were going to be used for. His response? He didn't need
the results for any purpose. He knew I was a statisics major and
figured I would enjoy doing the calculations just for fun! This was a
supervisor who believed in the virtue of work for its own sake and a
lesson to ask the right questions before doing what I was told.

“Welcome to Day 1 of a 3-day
'Productivity Blog Showdown.' If you're just joining us, here's the
quick background of what's going on. A few days ago, I noted that I'd
like to see a 'showdown' between two upcoming gurus of personal
productivity, Fred Gratzon and Steve Pavlina [who I've pointed to recently in my GTD mode – FP]. Both guys agreed to do the showdown, we collected some questions from readers, and here we are.”