[Sigia-l] The Support Economy (Book Review)

[paula.thornton]

While Don Norman and I often disconnect at the fine levels of details
(http://www.iknovate.com/archives/000005.html), I do have to insist that
there is a kernel of truth in what he says related to a lack of
understanding of business principles among our colleagues. I do know that
when I introduce concepts to this dialog group, I regularly will find an
immediate sense of 'sameness' (at least of being on the same page...not
necessarily agreeing) among my colleagues who have business degrees.

And just when I was ready to scale back on my 'business assault' tactics
among this group, last night I read Brad Lauster's recent post
(www.bradlauster.com) and was immediately brought back to my roots before I
adopted Richard Saul Wurman as my 'visionary' (over a decade ago). My first
influences came from Tom Peters. In going through his entire 2003
presentation deck (put on your sunglasses...he's not a visual designer) in
the early hours of this morning (last night) I was particularly struck by
one concept. A recognition of an important and distinct dimension to
products and services: experiences.

In the inspiration of the moment, I came up with my own observation this
morning (which I shared with Mr. Peters): Experiences are the transactions
of relationships. And that's where the truth starts to deepen. That
statement is a core principle to what we practice, yet there are many among
us who don't have deep understandings of basic business concepts like
transactions.

There's a leg missing on the stool. It will continue to wobble (and be
difficult to maintain balance) until something is put in place to stabilize
the infrastructure.

[Now, off to read my copy of The Support Economy, that had fallen off the
stack on my nightstand...]

Paula Thornton
Interaction Design Strategist
www.iknovate.com