KM Chicago (November, 2009)

1. OPERATE SERVICE NOT YOUR TYPICAL ALL BUSINESS KNOWLEDGE VALUE INFORMATION OVERLOAD PRESENTATION TOO STRATEGY CAPTURE ORGANIZATION JAMES WITH ELLINGTON BY ROTH CRAIG CARREY All Contents © 2009 Craig Roth. All rights reserved.

3. Basex quote: $900,000,000,000 (28%)

4. Timeline of information flows

5. Rhetorical questions

6. “What are we doing to ourselves?”

7. Call to action

8. Vague pronouncements

9. Specific menial recommendations

10. Time management tips

11. Ironic self-referential observation about information overload in the room

12. Thank you!The Typical Information Overload Presentation in 3 Minutes

14. Basex quote: $900,000,000,000 (28%)

15. Timeline of information flows

16. Rhetorical questions

17. “What are we doing to ourselves?”

18. Call to action

19. Vague pronouncements

20. Specific menial recommendations

21. Time management tips

22. Ironic self-referential observation about information overload in the room

23. Thank you!The Typical Information Overload Presentation in 3 Minutes STOP

25. Basex quote: $900,000,000,000 (28%)

26. Timeline of information flows

27. Rhetorical questions

28. “What are we doing to ourselves?”

29. Call to action

30. Vague pronouncements

31. Specific menial recommendations

32. Time management tips

33. Ironic self-referential observation about information overload in the room

34. Thank you!The Typical Information Overload Presentation in 3 Minutes REWIND

35. What is overload?

36. What is non-overload?

37. What is this? Zack Shackleton Beautiful. Ugly. Exciting. Numbing. Choice. Overload. Can’t find it. It’s at my fingertips. Won’t stop. Exists as flow. Headache. My workplace.

38. Today’s topic: Enterprise Attention Management Presenter: Craig Roth Service Director and Senior Analyst Collaboration and Content Strategies Burton Group

40. A framing model

42. Information overload, scarcity, and undefined are all problems, but attacking any one in isolation can have unintended consequences Information undefined The “unknown unknowns” Information scarcity Information overload Info needed, but not supplied Info supplied, but not needed Useful info

43. Example of unintended consequences: The attack on interruptions Friday, April 22, 2005 “Dr. Glenn Wilson, a psychiatrist at King's College London University, monitored the IQ of workers throughout the day. He found the IQ of those who tried to juggle messages and work fell by 10 points” How to throw this experiment Have the people interrupting be really smart and calling with the answers!

44. But I feel overloaded! Everyone is overloaded!! Information overload does occur But, IO is the wrong narrative Ask how to reap benefits and minimize risks Focus on systemic change Enterprise Attention Management

46. A framing model

48. Using Attention as a proxy for action pulls in an inordinate number of existing disciplines without adding value

50. Same goods, different package?? No!

51. What is enterprise attention management? A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLING TOWARDS ALPHA OF ALL THE MESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER QUESTION CONCERNS HOW A HERD HAS PERFORMED OVER A PERIOD OF TIME. COMPARING HERD'S PERFORMANCE WITH OTHER HERDS OF THE ONE MORE THING SAME BREED AND SIMILAR SIZES WITH THE SOUTHEAST. TO PAY ATTENTION TO EACH OF 43 MANAGEMENT PARAMETERS, THE CURRENT VALUES FOR THE HERD ARE LISTED ALONG WITH THE MEAN, TOP 10% AND TOP 2% VALUES FOR REGIONAL HERDS AND INSPECTION AND TESTING OF PROCESSING OF FOODS OF ANIMAL ORIGIN ARE DAILY REPORTS TO CRAIG ROTH WITH ENTERPRISE ATTENTION MANAGEMENT; THE VETERINARY DIAGNOSTIC CENTER , ANIMAL HEALTH PROGRAMS, AND THE ADR MEAT AND POULTRY INSPECTION. VETERINARY DIAGNOSTIC SUPPORT FOR WILDLIFE ALSO IS PROVIDED BY THE BINGHAMTON DIAGNOSTIC LABSBURTON. FROM MAY 5, 2008 LPH AS PERFORMED THESE TASKS WELL FOR MANY YEARS AND IS PREPARING FOR THE FUTURE WITH A NEW FACILITY AND

52. Here is an illustration of the concept of attention management How do you find the information you need in the abundance of content around you? 1. Pulling important messages forward makes them stand out from noise A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLING TOWARDS ALPHA OF ALL THE MESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER

53. Here is an illustration of the concept of attention management How do you find the information you need in the abundance of content around you? 1. Pulling important messages forward makes them stand out from noise A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLING TOWARDS ALPHA OF ALL THE MESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER

54. Here is an illustration of the concept of attention management How do you find the information you need in the abundance of content around you? 1. Pulling important messages forward makes them stand out from noise A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLING TOWARDS ALPHA OF ALL THE MESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER

55. Here is an illustration of the concept of attention management How do you find the information you need in the abundance of content around you? 1. Pulling important messages forward makes them stand out from noise A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLING TOWARDS ALPHA OF ALL THE MESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER

57. Personalization

58. Search (saved)

59. Social software

60. Portals

61. RSS

62. Email and IM rules

63. Proactive reviews

64. “Canaries” (people that note problems early)

66. Here is an illustration of the concept of attention management How do you find the information you need in the abundance of content around you? 1. Pulling important messages forward makes them stand out from noise 2. Pushing less important messages back makes key data easier to notice A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERDPULLINGTOWARDSALPHA OF ALL THEMESSAGES FORWARD PROVIDES ASUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TOTHEIMPACT STUDIES THAT FOCUS ON SAFER

67. Here is an illustration of the concept of attention management How do you find the information you need in the abundance of content around you? 1. Pulling important messages forward makes them stand out from noise 2. Pushing less important messages back makes key data easier to notice A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLINGTOWARDS ALPHA OF ALL THEMESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER

69. Spam filters

70. Ring tones

71. Popup blocking

72. Caller ID

73. ACD queuing

74. Email and IM rules

75. Find quiet place

77. Message 1. Pulling important messages forward makes them stand out from noise 2. Pushing less important messages back makes key data easier to notice A REPORT THAT IS PRESENTED AT THE BEGINNING OF A DAIRY-FAX SESSION. A HERD PULLINGTOWARDS ALPHA OF ALL THEMESSAGES FORWARD PROVIDES A SUMMARY. FOCUS ON ALL OF THE STRENGTHS AND WEAKNESSES THAT ONE CAN BY PUSHING DISCUSSION OF THE FILED MESSAGES BACK TO THE IMPACT STUDIES THAT FOCUS ON SAFER Here is how to apply this concept to desktop technology Full screen+ grabs focus Flashing / Popup Front Page Inbox Storage (Folder / Workspace) Spam Folder Pick your analogy: Increasing signal to noise Separating wheat from chaff Finding the needle in the haystack Mining for gold nuggets in a flow of silt Block

79. A framing model

81. Is technology the answer? No. Can technology help? Yes.

82. Default: Messages fire exactly as sent Inbox E-mail

83. Too bad these other options are ignored SMS Pulling forward Chili Inbox E-mail Forum News Pushing back Spam Trash

84. The EAM conceptual architecture clarifies how messages can be deflected SMS Chili Inbox E-mail Forum News Applying the architecture to an attentional system yields a comprehensive analysis of its attentional capabilities and gaps Spam Trash

86. Study: Patients often aren't told bad test results USA Today (6.22.09) “Doctors failed to inform patients of abnormal cancer screenings and other test results 1 out of 14 times ... Few medical practices had explicit methods for how to tell patients … Patients were told if they didn’t hear anything, they could assume their test results were normal.”

88. A framing model

90. Go through “info overload 101”

91. Take the good parts, reject the bad

92. A framing model

94. Go through “info overload 101”

95. Take the good parts, reject the bad

96. A framing model

97. Reframe the issue as EAM

98. Conceptualize as pushing back and pulling forward

100. Go through “info overload 101”

101. Take the good parts, reject the bad

102. A framing model

103. Reframe the issue as EAM

104. Conceptualize as pushing back and pulling forward

105. A conceptual architecture applied through gap analysis

106. Scope as organizational, systemic

107. Use the EAM architecture to expose gaps and as intuition pump