RT @cvharquail: NOT TO MISS if you are in SF => @vanderwal presenting "Beyond Simple Social" @ Salesforce Wed May 30. free tix. http: ...

RT @AllenVarney: Now, with Clippy.js, you too can add Clippy to your website! (smore): http://t.co/BXDxlYKH

Photo: Social Business By Design (ThoughtFarmer case study at MEC on page 37) http://t.co/q7Ri0vaL

Photo: Mary Poppendieck at Agile Vancouver (me in the pink shirt) http://t.co/3XfCV2oP

Small data people in a Big Data world: http://t.co/85eDmaLh

Live @agilevancouver with @mpoppendieck talking about the power of experience and Hipmunk's UI http://t.co/qTe1tCVu

from Instapaper: Unread http://www.instapaper.com/u

The distinction between 'failure demand' - demand caused by a failure to do something or do something right for the customer and 'value demand' - what the call centre exists to provide, is a distinction that few call centre managers make. I find that many call centre managers do try to determine the reasons for a customer call, but they do so with an 'internal' - 'what we do with it' - perspective; when I look at call coding I find the codes make no distinction between value and failure demand. Worse, call coding is often 'compulsory' - it is a forced part of the wrap-up. This only encourages operators to put in any code that will move them on to the next call (after all, too much time in wrap-up will mean you get paid attention to).

Also, we're getting into the territory of authenticity and identity. There are some fairly old philosophical issues about what confers identity and uniqueness, and these are the principles, quiddity and haecceity. I hadn't even heard of these issues until I started to research into it, and it turns out these obscure terms come from the philosopher Duns Scotus. Quiddity is the invisible properties, the essence shared by members of a group, so that would be the 'dogginess' of all dogs. But the haecceity is the unique property of the individual, so that would be Fido's haecceity or Fido's essence, which makes Fido distinct to another dog, for example.

Looking forward to getting Lean with @mpoppendieck at Agile Vancouver tonight http://t.co/tC3DMvoe #Lean @agilevancouver cc @cyetain

In graphic design, an 'exclusion zone' is an area around a logo which must be left clear. Corporate brand and logo usage guidelines demonstrate the proportion of vertical and horizontal space around a logo into which no other element can intrude.

In urban design, exclusion zones are becoming commonplace in relation to sponsorship of sporting events. The Brand Exclusion Zone is the newest form of urban demarcation, and can be used not only to affect signage and advertising, but also restrict personal freedom of choice. Within this context, the London 2012 Olympics represents one of the most radical restructuring of the rights of the city in London. The 'canvas' of London will belong exclusively to the Olympic marquee brands.

@fabulavancouver & memory jogged re: taking away signage & ped safety / http://t.co/sGTHwgVx / http://t.co/X3HRKJeJ / http://t.co/q3RIOcam

@fabulavancouver & memory jogged re: taking away signage & ped safety / http://t.co/sGTHwgVx / http://t.co/X3HRKJeJ / http://t.co/q3RIOcam

@fabulavancouver & memory jogged re: taking away signage & ped safety / http://t.co/sGTHwgVx / http://t.co/X3HRKJeJ / http://t.co/q3RIOcam

@fabulavancouver Link to the Brookings research cited in the article re: walking & prices http://t.co/hzNQ3C2n #urbanism #walking

The question of markets is really a question about how we want to live together. Do we want a society where everything is up for sale? Or are there certain moral and civic goods that markets do not honour and money cannot buy

Our @mec case study on pg 37 of Social Business by Design @thoughtfarmer @dhinchcliffe @peterkim http://t.co/rHYNVYmI

RT @nbloom: Cycling is great in Canada #giro #ryder http://t.co/RLKWgDbh

RT @RichardWooles: @gordonr @christianmeier Tuft.... WHAT A DAY... Great to see the BC boys... http://t.co/FVRnrUlJ

RT @Vaughters: And thank you to the man who made this possible....yesterday. http://t.co/N9p0cYiV

RT @RichardWooles: @ryder_hesjedal on podium http://t.co/e2d0toM4

RT @nickknoco: Some addenda to Snowden's 7 KM principles http://t.co/tOcFiGQC #KM #KMers #knoco

Is it just me or does this branding feel... uh... a bit familiar?https://t.co/Enj8nDGv vs. http://t.co/Z8OHbaVk ? #socialintranet

Is it just me or does this branding feel... uh... a bit familiar?https://t.co/Enj8nDGv vs. http://t.co/Z8OHbaVk ? #socialintranet

RT @thoughtfarmer: Job opening: ThoughtFarmer Technical Support Engineer http://t.co/cC1hLvqX Requirements: Awesomeness.

Proud to have contributed to this great reading list: http://t.co/KrjratxO thanks @ceciledemailly for compiling. #e20 #socbiz

I’d like to thank ‘the crowd’ who completed my original list, quite short in comparison since it had less than 10 titles. Many thanks to: Ana Silva, Andrew Knevitt, CheeChin Liew, Future Labs, Gordon Ross, Jachim Stroh, John Freeman, John Stepper, JP Rangaswami, Luis Suarez, Mark Eggleston, Martin Koser, Meg Tufano, Nigel Barron, Nilofer Merchant, Oscar Berg, Samuel Driessen, and of course Susan Scrupski. In case you want to see who recommended what, the main crowdsourcing thread is here: Google+ thread.

xplain what ABIDE is.   It is a mnemonic for the things that can be managed in a complex system.  ASHEN did something similar for knowledge management.   I got increasingly irritated with consultants asking people what they knew when this did knowledge audits.  To my mind that was a meaningless question in a meaningless context.   So I developed one of the first narrative enquiry methods focused on identifying decisions made in an organisation, clustering those decisions and then asking people When you make these types of decisions: What Artifacts did you use?  What Skills are needed?  What Hheuristics are in play?  What Experience is necessary?  What (if any) Natural Talent is needed.   The results where then clustered in to knowledge objects, matched to business needs and used to create a portfolio of knowledge management projects.

Just got lucky. Thx @monstro http://t.co/y4uuj7Oi

description of ABIDE - attractors, boundaries, identity, diversity, environment

Video: http://t.co/lPsFNqrh

RT @jhagel: What kind of passion do you have? Explore passion matrix I just posted - trying to figure out what passion means http://t.co ...

While peer production is now well-known after the pioneering work of Yochai Benkler and the evident success of open-source software, the governance of these communities is the subject of much less debate and study. Yet, evaluation of governance is crucial, as there can't really be any real peer production if the allocation of resources is not the result of the social relationships themselves, but driven by commercial interests and command. Indeed, many commercially driven and managed projects may well be parading as open source, but if they are managed in a classic way, the potential for social change is quite limited. George Dafermos from Delft University of Technology has been one of the few researchers specializing in the governance of free software communities and, thereby, has established more clear criteria for genuine peer production.

Intranet systems provide unprecedented opportunities, as well as serious concerns, for the future of community organizing, political activism, media production, and communication research.

Hells yeah @ryder_hesjedal http://t.co/bG9pLvSL #weightofanation

RT @TeamSpidertech: Great interview: RT @bicyclingmag: What's it like to be in break w/ Horner & Voigt?‏ @TeamSpidertech @lucaseuser ...

Salty Tongue, late lunch http://t.co/e2pxABdx

@thoughtfarmer We've had the pleasure of enjoying the company of each over the years: @maish @gadgetopia @dhinchcliffe http://t.co/zW9Gaxdk

from Instapaper: Unread http://www.instapaper.com/u

RT @lirons: RT @zephoria: "Critical Questions for Big Data" http://t.co/mghrOzTg (the discussion of myth and big data is insightful)

“If [Information Architecture] is the spatial side of information, I see content strategy as the temporal side of the same coin.”

Goodnight sun. Thanks for the great day. http://t.co/AryoHFxu

Q: Why must Shimano torment us like this? http://t.co/B3qzf1CI A: Because somewhere at HQ, there's a guy like this: http://t.co/3j3MQlex

Q: Why must Shimano torment us like this? http://t.co/B3qzf1CI A: Because somewhere at HQ, there's a guy like this: http://t.co/3j3MQlex

Customer journey mapping could hold the key to analysing and improving the customer experience. Only recently a report from the Cabinet Office recommended CJM for authorities to provide a more efficient and cost-effective service. Arne van Oosterom outlines how it can help organisations - and lists the 10 key ingredents to a customer journey map.

Underlying this quest for objectivity is a belief that the world is an object, that the universe is a collection of separate things that interact. By examining these things ever-more closely we can separate them out, atomize them, and discover the ultimate individual facts from which all the rest of reality is constructed. The belief that the world is reducible to a finite number of component parts that interact to create the world as it shows up for us is referred to as reductionism.

RT @rotkapchen: @thoughtfarmer @gordonr Kudos for position (warning, this chart reads differently than most). http://t.co/jpVlpJw4 Separ ...

Oh Arthur. It's been a while. @sfu http://t.co/XGyKrCQ4

Jean Tabaka discusses using design thinking and complexity theory in order to balance and Agile adoption.

A useful metric is both accurate (in that it measures what it says it measures) and aligned with your goals. Making your numbers go up (any numbers--your bmi, your blood sugar, your customer service ratings) is pointless if the numbers aren't related to why you went to work this morning.

RT @thoughtfarmer: Real intranet managers: Jonathan Phillips on the intranet as a journey http://t.co/KgfGIrJv

How not to hold your line in the last 200m. http://t.co/IuAjFcYt Carnage from today's Giro stage. Ouch.

Thanks @odannyboy for that afternoon distraction. How to lie with design thinking: http://t.co/HuXyqshw

RT @philipashlock: Great @nytimes piece on metrics for city management http://t.co/HijcOXO7 Instrumenting a city as an @ericries-esque l ...

RT @Alex_Manchester: April's top posts on intranets, SharePoint 2013, enterprise social networks, adoption and more #intranet http://t.c ...

RT @hjarche: Thanks to @gordonr @elearningguy @rhappe @tdebaillon for really adding to this post http://t.co/fUPxDX1o

The Diamond http://t.co/AMTb5u48

RT @Alex_Manchester: The best post you'll read on social intranet adoption #intranet http://t.co/rEGDQAdP

Tawny and Ruby - thanks @minkchocolates for a yummy Friday night http://t.co/CXyDnCVM

Innate human propensities for cooperation with strangers, shaped during the Pleistocene in response to rapidly changing environments, could have provided highly adaptive social instincts that more recently coevolved with cultural institutions; although the biological capacity for primate sociality evolved genetically, the authors propose that channeling of tribal instincts via symbol systems has involved a cultural transmission and selection that continues the evolution of cooperative human capacities at a cultural rather than genetic level — and pace.

RT @patrikbergman: @thoughtfarmer is generous: Intranets 101 - Free resources to be an intranet superstar http://t.co/AR2hhMo9

from Instapaper: Unread http://www.instapaper.com/u

Leaders have far less control over organizations than people believe, but they can be more effective if they understand leadership myths and use them to their institutions’ advantage.

from Instapaper: Unread http://www.instapaper.com/u

A whole two days off from work, in which we can do what we please, has only recently become a near-universal right. What we choose to do looks increasingly like work, and idleness has acquired a bad name. Herein, a history of leisure

@dnlbenson Correction for your http://t.co/MlsKKQbG article: Meier - Canadian, not Australian re: Romandie breakaway today. C Meyer = Aussie

You may have gathered from some of my posts over the last couple of weeks, including the last one,  that I’ve been reading Does Technology Drive History?: The Dilemma of Technological Determinism edited by Leo Marx and Merritt Roe Smith. Previous posts have drawn on one or two chapters in particular. Here is a review of the whole for those who may be interested. Incidentally, the whole is quite complex and dense, so this does not do it justice. After the review, I’ll add just a few more thoughts that have occurred to me since writing the review. I’ve also edited out the paragraph on Marx’s essay since I discussed it at length in the previous post.

RT @jessmcmullin: Love @davegray's explanation of rule of thirds here http://t.co/vDtQMq19 #vizthink

Brooks: "Competition has trumped value-creation. In this and other ways, the competitive arena undermines innovation." http://t.co/8QrZRkww

What was the best conference you ever attended (name/year) and why? Answer: http://t.co/4zozTNZk on @Quora

Business troubles show signs of deepening despite strong 1st quarter at New York Times Company

from Instapaper: Unread http://www.instapaper.com/u

RT @HeatherColman: RT @thoughtfarmer: New "Intranets 101" webpage http://t.co/RpxPAWhm Video stars smooth talkin' - great resource page

Amateur - issue 29, Rouleur http://t.co/be3vMpfn

from Instapaper: Unread http://www.instapaper.com/u

@mikecober http://t.co/QOGVujBA provides a variety of links to other (cough) options. :)

Asymmetry in action - east bound and empty http://t.co/GinAnEQy

@FilianteERR Thanks Eduardo - you might also like to read this on social intranet adoption: http://t.co/KO5EzI7b

Ryder Hesjedal (@ryder_hesjedal) Fleche Wallonne - check out last 5 min power profile. Holy crap. So close, great ride http://t.co/05ZcR6vn

It got me thinking about the difference between Reward and Recognition.

@jameswanless Let's try that again: http://t.co/Vo7IjULm