In the process of keeping Xerox’s large fleet of copiers and printers working in customer’s environments, the service representatives would occasionally be faced with a new problem that they had not been trained for or had not seen before. Sometimes the problem, due to a new machine bug or a replacement part not working quite […]
The owner of a local cafe where I get coffee and breakfast on the weekend decided to have different themes in the cafe every weekend. Last weekend it was the 50’s, this weekend the 60’s, next will be the 70’s and etc. Staff were required to dress for the theme and music of the time […]
I was leading a workshop on knowledge management for a group of medical doctors from the public health sector. I told them the story of Dr. Govindappa Venkataswamy, an eye surgeon who was frustrated over the high cost of manufacturing and surgically implanting intraocular lenses (IOLs) in India. Tens of thousands of people were needlessly […]
Before we had blogs, or the printing press, or even written languages, we used storytelling to impart wisdom and knowledge to others. In an world in which we’re drowning in data and information and starved for knowledge, we look to storytelling as a tried and proven means of making sense of it all. Our challenge here is […]
