David Tebbutt’s round up of last week’s interesting snippets at Online Information 2006 show is entertaining. Referencing a story by Tom Stewart of Harvard Business Review, David recounts:
He was talking about knowledge and where it resides. He gave the example of a company that installed a comprehensive customer solution programme and then ran a test to see who knew most about its products and services. Carlos scored highest, which was puzzling because he refused to use the system. He relied on his own knowledge. The second most highly placed operative was also surprising, until the company realised that she sat next to Carlos.
That made me laugh because it is so often true. A very good reason to find out who knows what in the organisation? An even better reason to engage people internally.
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