Coordination by proxy

March 27, 2015

So, this happened earlier this week:

@odguru  Coordination of knowledge within a system is, I believe, a Wicked  Problem. As such it has no solution, just strategies for coping.

— David Thompson (@dcthmpsn) March 24, 2015

Seems like a good question, right? Why are  organizations taking so long to figure out effective knowledge  collaboration? As my reply implies I think that the fundamental issue of  knowledge {management, coordination, collaboration} is ‘wicked’ at it’s  core. Here’s more on what I mean by wicked.

One contributing factor to how this problem exhibits itself, and most  likely a factor that ensures that this problem persists, is that of  scale. Which got me to wondering if anyone has looked at the tension of  exploration vs. exploitation as a function of organizational size? A  guess might be that at some point an organization becomes large enough  that the cost of exploring and discovering ‘who is working on your  problem’ is outweighed by simply working on your problem directly.

We have some experience with this here at Lunch Roulette. An email comes through to the info email account:

“Hello, I work at Company X in Division Y and I think this would be a  fabulous tool for fostering collaboration across both my and other  divisions within my Company. Can you help? Many thanks, John”

Weeks later:

“Hello, I work at Company X in Division Z and I think this would be a  fabulous tool for fostering collaboration across both my and other  divisions within my Company. Can you help? Many thanks, Jane”

What do we do?

“Dear Jane, Thank you for your note of inquiry! You are right, Lunch  Roulette is a fabulous tool for fostering collaboration across divisions  within a Company. We can most certainly help. The first step is for you  to speak to John in Division Y. We’re working with him, and he had the same idea as you. This might mean you’re facing the same kinds of  problems, and it might make sense to think about them together, with us.  Looking forward to working with you, Lunch Roulette”

I would imagine this happens a lot - especially for larger vendors  and providers of external services. Coordination through a third-party  might seem odd, but it’s really a process of ‘problem-based  abstraction’, which some of our customers have actually found quite  useful. I guess it’s a value-add of working with us!

Thanks for listening,

DT

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