Elise Olding starts the introduction in Menlo. Hal comes on with the how-to. Problem with tacit knowledge is that because it s not measurable, we overlook it. Companies intellectual capital is tied up in its business processes. How To walks out the door every night.
High touch is a component of the culture.
Follow the customer, not the competitor. What we can t talk about. Incentive Hal ceasing to take notes. He can t understand the words. Knowledge continually at the periphery.