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Column Two
News and opinion on all things KM & CM |
James Robertson
Step Two Designs
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Written by James Robertson Step Two Designs |
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Articles by Category: Book & product reviews
Book review: Change to StrangeChange to Strange
The core idea at the heart of this book is very powerful: if you want to create an extraordinary organisation, you won't achieve it with an ordinary workforce. Instead, you will need staff who are "strange", obsessed with delivering things in a way that drives the unique strengths of the organisation. Equally importantly, you will only get the best possible staff when your desired "strange workforce" is under-appreciated by your competitors. This book makes a strong and reasoned case for this unusual perspective on workforce management, and it is underpinned by a solid basis of HR strategy. In the times when organisations are looking to innovation to generate success, the message of this book is timely and important. All that being said, this book does feel like it was written in a hurry. Perhaps most frustrating is the US-centric language and examples used throughout. The informal style of writing includes expressions such as "put the hurtin' on your competitors", which I fear will be mysterious to many international readers. One of the central examples used is also the differing strategies of two baseball teams, not easy to follow if you don't know how the game is actually played. (We play "football" and "soccer" in this part of the world, called "rugby" and "football" elsewhere.) Other examples also feel a little thin to strongly support the central arguments of the book. Still, the first edition of this book still holds enough value to warrant the price of purchase. I look forward to a thicker, more solid and better edited second edition. This, I think, will be a truly great book. Score: 6/10 Posted by jamesr at 06:15 AM
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Book review: Strategy and the Fat SmokerStrategy and the Fat Smoker
David Maister is the undisputed guru of professional services firms, and this is his greatest work yet. The premise is very simple: every professional firm has much the same vision, strategy and operating principles. Yet few firms ever deliver on these promises. This is the metaphor of the "fat smoker": we know what we need to do as individuals (and as organisations), but the hard part is actually doing it. Drawing on 20+ years of work in this space, Maister has seen far too many organisations struggle to do what they know they must. The goal of this book is to explore the reasons for these failures, and to address the primarily cultural barriers that prevent the success of strategy in professional services firms. Despite the low-key and relaxed tone, this book is nothing short of revolutionary, calling for a major rethink in how we run professional firms. Chapter by chapter, Maister works through the various aspects of strategy, culture and operation within professional firms. In each, he offers piercing insight and practical suggestions. The result is a handbook for any CEO (or senior manager) who wants to create a radically more successful (and sustainable) business. The material in this book is drawn from articles previously published on Maister's website. Despite being an avid follower of his blog, I had read only a few of the pieces (the price of a busy life). Crucially, each article has been carefully adapted to fit the overall narrative of the book, giving a coherent whole. This is an easy and enjoyable read. The thoughts contained within will require more digesting. A must-read for anyone involved in running (or working in) a professional services firm. Score: 10/10 Posted by jamesr at 04:54 PM
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Book review: The Myths of InnovationI've just had my book review of The Myths of Innovation published on Boxes and Arrows. To quote: Innovation is a hot topic at the moment. Actually, innovation has been a big thing for last hundred years or more, but perhaps we needed the profusion of business magazines and books to bring this observation into sharp focus. With the tech sector on the ascendancy (again), driven in part by the Web 2.0 movement, examples of innovation are everywhere. We've moved beyond the notion of the knowledge economy to recognize that innovative ideas can be the foundation for disruptive business models. This factor makes Berkun's book timely, as it sheds light on the underpinning truths that surround innovation. This is what the dust jacket promises: Posted by jamesr at 11:43 AM
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Book review: Organising Knowledge -- Taxonomies, Knowledge and Organisational EffectivenessOrganising Knowledge:
Taxonomies are often surrounded by an air of reverence and mystique. Traditionally seen as the domain of librarians, recordkeepers and botanists, they are now hot property in business circles, but no better understood. Patrick Lambe's book sets out to systematically address these issues, by introducing, explaining and exploring taxonomies. Coming from a background as a librarian, knowledge management expert and consultant, Patrick draws together many topics to provide a rich view of taxonomies in the real world. This is not a how-to manual. While a strong overall methodology is outlined for creating and maintaining a taxonomy, there is not enough detail to allow the uninitiated to walk this path unaided. This book does, however, achieve two very important aims. Firstly, it introduces taxonomies and their use to a business audience. Through many current and historical examples, often presented engagingly with great wit, Patrick lays the groundwork for understanding taxonomies. He then builds on this foundation to show how many different types of taxonomies can be put into practice in typical business situations. The mini case studies used throughout are particularly instructive. Secondly, this book is a call to action for those typically associated with taxonomies (such as librarians and records managers) to take a broader view of the world. Encouraging these specialists to venture outside of their bounded domains, Patrick shows that taxonomies are not a theoretical exercise, but a practical approach that must be tempered by the pragmatic realities of organisations. Still, I would've liked to see a few more concrete techniques introduced into the book, drawing more strongly on information architecture approaches such as card sorting, card-based classification evaluation and usability testing to support the creation of taxonomies. While I am wiser on the meaning and use of taxonomies, I still don't know that I could create one confidently myself. By the time the last page is reached, however, this book has become much more than just an introduction to taxonomies. Instead, it has grown into an exploration of many interrelated topics around knowledge, and how to put it to work. For this, Patrick Lambe is to be commended. Score: 7/10 Posted by jamesr at 07:25 PM
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Book review: The User is Always RightThe User is Always Right: This is a book drawn from the experience of having created many personas for a wide range of different organisations. More than that, the authors have clearly been creating great personas that have had real impact on the websites they support. In a very practical way, the book works through all of the core aspects of personas. How they work, when to use them, the benefits of personas and what they look like in practice. This is all written in a friendly and informal style that makes the book an easy and enjoyable read. For me, the greatest value was the unique approach to the fundamental methodologies behind creating personas. Too often, personas are simply the sum total of the opinions and assumptions of the design or web team. Tackling this head on, this book provides three different ways of creating personas:
For the first time (as far as I'm aware), this brings together two very different approaches: qualitative research based on interviews and observation; and quantitative research based on surveys and usage data. The authors' overall methodology provides real answers on when to use field research, when to conduct surveys, and how to combine the two sets of results. The end product are personas that have much greater rigour and impact. Best of all, there are extensive samples and examples throughout the book of real personas, actual user research data, and analysis spreadsheets. These give a very clear idea of how the recommended approaches work in practice. In summary, this is a must-have book for web teams tackling the redesign of complex sites, or for user-centred designers seeking more rigorous methodologies when creating personas. I cannot recommend this book too highly. Overall score: 10/10 Posted by jamesr at 10:59 AM
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Book review: The Heart of ChangeThe Heart of Change Before starting to review this title, I'm going to go back to the earlier title that outlined the fundamental change process advocated by John Kotter: Leading Change. My review of this highlighted the practical value of this book, and the depth of experience it distilled. Since writing that review, I have found myself returning again and again to Leading Change. In my mentoring work around redesigning intranets or developing KM strategies, this book has given me a strong foundation for supporting our clients. Everything that I've seen reinforces my belief that Kotter has captured a fundamental approach to change that addresses the issues that have bogged down organisations everywhere. It was therefore with some enthusiasm that I started into The Heart of Change. This book builds on the process outlined in the earlier title, and gives real-world case studies of how to put it into practice. (Note: Leading Change is required reading, as this book pre-supposes an understanding of the overall approach to organisational change.) Key stories are presented, like laying out the 424 different types of gloves purchased across a nation-wide organisation, or stopping the production of an airline until the required parts came in (instead of trying to "catch-up" at the end of the production line). It would be easy to dismiss this book as "yet another storytelling book", but that wouldn't do it justice. Yes, it uses key stories drawn from real organisations to present the message of the book, and yes, this makes it a very enjoyable and easy read. Around these stories however, Kotter drives home the importance of targeting the hearts of staff when implementing change. Again and again, he returns to the need to capture a deeper emotional response in order to get real change. While it sounds somewhat "new age", Kotter backs this approach up with plenty of concrete examples and details. In summary then, anyone looking to implement change in an organisation (whether enhancing an intranet or merging two departments) should read these two books. Overall score: 9/10 Posted by jamesr at 05:55 PM
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Book review: What's the Big Idea?What's the Big Idea? The concept of this book is a fascinating one. Rather than just looking at a single "great idea", it explores the "marketplace of great ideas", investigating what makes a good idea, how to select these ideas, and how best to put them into practice. In an age when gurus are all too commonplace, this is a topic of considerable interest. The book promises to cover a number of important topics, including:
I found this book to be an enjoyable and easy read. There is extensive use of case studies, examples and quotes (drawn from the authors' researches) which gives the book a strong "narrative" feel. It is also written in a casual and no-nonsense way. Even when having to read it on planes and in brief moments stolen away from other activities, it wasn't hard to get through this book. The book works through all the issues from the role of gurus, to the key player in this book, the "idea practitioners". It is hard to disagree with anything presented in this book, and the coverage of the subject is good. Despite that, when I turned the last page of the book, I found myself going back to the dust jacket to double-check what I was supposed to have learnt. Revisiting the four bullet-points listed above, I don't feel that these were covered powerfully enough to change my current practices, or to give me any deeper insight into the nature of things. In summary, I think the authors were on to a great idea when they came up with this book, but despite all their research, weren't able to uncover any startling insight. The book was written anyway, and while it's a pleasant and interesting read, it doesn't necessary add a lot of value beyond introducing the concept of the "idea practitioner". If you are new to the field of management theories or guru presentations, definitely read this book. If you've been through it all before several times, I don't think you'll learn anything new. Overall score: 5/10 Posted by jamesr at 10:01 AM
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Book review: The Content Management HandbookThe Content Management Handbook The best thing about the Content Management Handbook is that it provides something that has been missing for some time: a simple and clear overview of the whole field of content management. While other books have delved in-depth into specific aspects of content management, Martin White's book aims to provide a 10,000 foot view of everything that goes into a successful content management implementation. Martin is one of the leading vendor-neutral intranet and CMS consultants in the UK, and his experience shines through in this book. This is not just the "sales pitch" for all that CMS could be, but rather a balanced view of what works, what doesn't, and what will require some serious work and thinking. This book is written in a casual, chatty style that makes it light work to browse through the chapters. The material covered is diverse, including:
To clearly set expectations, however: this is not one of those two-inch-thick "definitive tomes" that seem so popular in the IT bookshops nowadays. This is a slim volume that does not attempt to provide every detail required in every section. Instead, it provides key references to further reading in each chapter, pointing the reader to additional sources of in-depth coverage on specific topics. So, if you are new to content management, read the Content Management Handbook to get an overview of the work that is ahead of you. If you are already knowledgeable in the material covered by a specific chapter then skip over it, and if you need more detail then follow the references to further reading and resources. In either case, by the time you finish this book, you will have a clearer idea of the whole content management landscape. Overall score: 7/10 (Book listing on Amazon.co.uk) Posted by jamesr at 12:32 PM
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Book review: The E-Myth RevisitedThe E-Myth Revisited This was one of the books on my reading list with the aim of continuing to improve the way Step Two Designs operates. As a small business, there is the ever-present challenge of managing our current operations, while positioning ourselves for further growth. This book started well, by describing the Entrepreneurial Myth, where someone becomes enthused about the concept of "working for themselves" and therefore takes the (often-misguided) step of setting up their own business. Gerber then describes three phases of business growth (infancy, adolescence, maturity), the behaviours at each stage, and the challenges to confront. Gerber also takes the interesting approach of describing every small-business owner has having a split personality (The Entrepreneur, The Technician, The Manager), and how the inevitable conflicts between these roles often leads to business failures. Up to this point, I was interested, and could see a lot of parallels to my business experiences and history. Gerber then goes onto describe a solution, and unfortunately, this is franchising. In fact, Gerber only presents one approach, which is to create a new "business process" franchise, leading into having dozens, hundreds or thousands of stores. It quickly becomes apparent that Gerber is solely focused on evangelising the benefits of franchising, and uses McDonald's repeatedly as the "ideal" business approach and model. In Gerber's world-view, the only way to run a successful business is to establish rigid business systems and processes, enforce consistency in all aspects, and hire staff with no prior experience so they can be "molded" to fit their job roles and ethos. Scattered liberally through all of this are references to Gerber's company (E-Myth Worldwide), their proprietary approaches, and where their services would be useful. Subtly done, but nonetheless, it becomes apparent that this book is just one big advert for Gerber's company. All in all, this an above-average book from one of the earliest "get rich" gurus, and while there is some useful information to be gained, the only person who's likely to become truly rich from the advice is Gerber himself. Overall score: 2/10 Posted by jamesr at 12:50 PM
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Book review: Leading ChangeLeading Change It is widely recognised that organisations are under greater pressure than ever before to adapt to meet new conditions and challenges within their marketplaces. This has spawned many change management projects, reorganisations and strategic realignments. Most of these have failed. This book takes a much-needed look at how the process of organisational change must operate if it is to have both short-term impact and long-term sustainability. At the core of the book, is a eight-step process:
This is a quite deceptive book, in that at first glance the steps are self-obvious, and the writing style is light and informal. What became increasingly apparent to me, however, was that considerable thought had been put into constructing both the change process and the book itself. Kotter has clearly distilled years of practical experience into this volume, and his approaches are both similar and radically different to past ideas. My expectation is that when I return to re-read the book in six months time, I will discover even more insights and useful ideas. Putting this into the context of the fields in which I work: this should be required reading for anyone leading an intranet, content management or knowledge management project. The change management process outlined in this book provides an effective project management framework, as well as invaluable insight into the activities that will be required. In other words: this book will help you to ensure that the cultural and process changes needed to make an intranet or CMS successful are actually achieved. Overall score: 9/10 Posted by jamesr at 10:43 AM
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Book review: Observing the User ExperienceObserving the User Experience
This is a book I definitely enjoyed reading. More importantly, it provides a practical and pragmatic perspective on how to research user needs, in the context of a broader user-centred design process. I would certainly recommend it to anyone new to the field of usability techniques. The book focuses on a number of key user research techniques:
For each of these techniques, details are provided on how to setup and conduct the activities, as then analyse the results. Tips and examples are provided, drawn from the author's real-world experiences. All of this is presented in a very easy to read, down-to-earth writing style. The material in this book concentrates on providing sufficient detail and background for the reader to go away and actually use the techniques. For example, timetables are provided for many of the activities, as well as sample questions and reports. My only complaint is that this book was somewhat thin on how to actually run effective usability testing and card sorting sessions. Which is a pity, because there is a great need for this information to be made available to the broader industry. This lack of detail is a key weakness in an otherwise exemplary book. I skipped over quite a lot of the material in the book, due to my sole interest in intranets (and not external websites). I simply don't need to know how to recruit suitable participants who are representative of a website's audience (the audience of an intranet is easy to obtain: it's the staff of the organisation itself). That being said, if you do need to know this sort of information, this book provides considerable detail, making the process both approachable and manageable. As a result, I would recommend this book for both intranet and website folk who are interested in applying user research techniques. With the additional sections on topics such as how to implement a user-centred methodology in an organisation, this book would also be valuable for professionals looking to consolidate their knowledge in these areas. Overall score: 9/10 Posted by jamesr at 03:24 PM
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Book review: Information architecture, blueprints for the webInformation architecture Christina is the founder of boxesandarrows, the best information architecture (IA) resource site on the web. My thanks go to her for creating this site, and also for writing this very useful book. Right from the outset, Christina makes it clear that this book isn't intended to enlighten the experts on the finer points of information architecture. Instead, it is clearly targeted at those not yet exposed to IA, including web developers and graphic artists. The book starts by tackling many of the IA myths head-on, such as the "three clicks rule", and the "7 plus or minus 2" rule. She also takes aim squarely at the "gurus" of this world, with their rules and heuristics. I definitely found myself nodding in agreement throughout this section. Having set the scene, Christina then works through the entire lifecycle of developing a website, outlining the challenges at each step, and presenting practical solutions and techniques. The informal style worked well for me, as did the many examples and samples used throughout the book. Christina does much to de-mystify the field of information architecture, without glossing over the considerable challenges facing anyone looking to design the structure of a large website. My only complaint is that I would have liked to see more detail on some of the techniques. For example, the basics of card sorting are presented, but without any supporting tips and tricks. I guess readers can reasonably be expected to hunt these details out in the pages of boxesandarrows. In summary, if you are looking to get up to speed on better ways of designing and structuring websites, this is the book for you. Overall score: 8/10 Posted by jamesr at 06:11 PM
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Book review: Practical Intranet DevelopmentPractical Intranet Development
This book suffers seriously from a case of split personality. While the importance of non-technical (people) issues is highlighted throughout, it remains a book written by techies for techies. This book seems to propagate the attitude that users are a difficult factor in the project, to be managed as best as possible. For example, in on chapter, it takes about "making the users feel like they are involved in the design process". Why not actually involve them? Instead, there is the sense of resignation that users will introduce complexities into an otherwise simple project. Few of the important issues are covered in depth, and instead, the reader is presented with much information that is better found in other books. For example, there is a whole chapter on browser compatability and another just on generic security guidelines. Much of this looks like it has been taken from materials discussing websites, and it is out of place in a book solely on intranets. This book also suffers from having so many authors (9), with each being given one or two chapters to write, in isolation. As an example, Inigo Surguy presents a reasonable overview of usability, information architecture, and user-centred design principles. Unfortunately, this was completely lost on Jeffrey Haas who wrote the "Development Techniques" chapter, presenting a very "traditional" view of project management and application development. Overall, this book provides a reasonable overview of the various aspects of intranet development, and does at least highlight the challenges. Unfortunatley, few real solutions are presented, and the book is considerably weakened by its obsession with technology products and issues. (Disclaimer: I was to write several of the chapters of this book, on content management systems, and marketing the intranet. Unfortunately, I was too busy to be able to make the tight deadlines, and the work was handed across to others.) Overall rating: 3/10 Posted by jamesr at 05:39 PM
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Book review: paper prototypingJakob Nielsen is back on form with a review and commentary on paper prototyping. To quote: Paper prototyping isn't used because people don't think they will get enough information from a method that is so simple and so cheap. It feels like you're cheating if you attempt to improve your project without investing more of the sweat of your brow. "It's too easy; it can't work" goes the reasoning, and "we should wait until we have a better user interface before we show it to customers." Wrong. If you wait, it will be too late to translate your usability findings into needed changes in your design's direction. Posted by jamesr at 04:17 PM
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Book review: Web Content Management, A Collaborative ApproachWeb Content Management It has been said that this book presents content management the "Interwoven way". This is not surprising, considering the author was the co-founder and key designer of the Interwoven TeamSite CMS. This, in itself, is not an issue if the book presents technology-neutral insight into the "best practices" in the field. Unfortunatley, it does not do so. This book is written around a model of website creation and maintenance that was born directly out of pure programming development models. In this worldview, web designers and coders are the central figure, and the concepts of usability and information architecture don't even get a single mention. Despite being recently publishing (in 2002), it still holds on a marketing-driven website design process, where statements such as "content must be frequently updated" are blandly asserted. Where the role of user requirements fits into this process it is impossible to tell. Even more disturbing is the complete absense of the concept of metadata in this book. As far as I can tell, it isn't even mentioned once. How the author asserts that the approach described is "best practice" without incorporating a detailed discussion of the role of metadata is beyond me. In a wider sense, the publishing model outlined in this book no longer matches most organisations. The website as an innovative platform run by specialist web designers has been replaced with a "business as usual" model where authors in the business are paramount. This book has even less relevance when it comes to intranet sites. If I sound frustrated by this book, it is because I have seen too many projects fail due to this sort of technology-focused approach. I can only hope that Interwoven has considerably advanced their thinking since this book was released. In summary, if you are already in the process of implementing an Interwoven project, this book would probably be of value. It clearly communicates the underlying TeamSite concepts, and suggests ways of building on the products strengths, and working around its weaknesses. For everyone else, I cannot recommend this book. Most CMSs are not built along the lines of the concepts in this book, and the approaches suggested are far from "best practice". Posted by jamesr at 02:27 PM
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Review: Using Narrative in Organisational ChangeA while ago, I was sent a review copy of a multimedia CD titled Using Narrative in Organisational Change, containing a full day masterclass by David Snowden of the IBM Cynefin Centre for Organisational Complexity. This is a full multimedia presentation that explores the knowledge management approach known as storytelling. Nearly 5 hours in length, it presents the material in a very effective way: a streaming video presentation in one corner, a scrolling index below, and a running transcript on one side. In this way, you can listen, watch and read. What comes through clearly in this course is how much Snowden knows about storytelling. He is confident and relaxed, and smoothly takes the audience through a huge amount of information in a relatively brief amount of time. There is certainly plenty of food for thought in this material, with much that I will take away and experiment with in my next project. This is further enhanced by the supporting materials, which provide gems such as a template for "fable construction" (which will make sense once you've seen the CD presentation). Like any new idea, there are a few small glitches with the CD. The video quality isn't great in patches, and it is difficult to read the Snowden's written notes (although he rarely uses the pad anyway). The questions from the audience are hard to make out, which is more of a problem, particularly in the question-and-answer section. These are minor points, though, that don't detract from the overall impact of the CD, and I'm sure they'll be sorted out by the next round of multimedia courses. That it has taken me so long to review this CD is a complement in itself. I have watched all of the 4+ hours of material, enjoying every moment. I even went back to re-watch some sections, to get the greatest value out of the information. The challenge has simply been finding 4 uninterrupted hours. Overall, I can highly recommend this CD. It provides a lot of useful information, and is both interesting and emminently watchable. My hat goes off to Collaboration Ltd for their work on this. For more information on this CD, visit the KM Magazine site. Now, onwards to the companion volume: Emergent Knowledge Management. I'll try and get a review out for this shortly... Posted by jamesr at 03:36 PM
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Book review: Content Management SystemsPublished by Glasshaus, Content Management Systems (Dave Addey, James Ellis, Phil Suh & David Thiemecke) is very much written by web developers for web developers. The casual, coloquial style of writing should appeal to those readers looking for the real information, without all the hype or jargon. The book starts by outlining the state of many websites: ad-hoc in design, requiring huge amounts of manual labour. It then spells out the key benefits of implementing a content management system (CMS), and proposes some general principles to follow throughout the project. The core of the book walks through the key components of a CMS, with a particular focus on the web. Authoring, content management, and publishing are all outlined, although not in great depth. Like the rest of the book, these sections are peppered with useful comments from the authors, along with valuable anecdotes from real projects. Both buying and building a CMS are explored, although the latter does not really provide enough detail for anyone other than a guru developer to follow. The book then concludes with a walkthrough of the implmentation process, from beginning to end. If you are a looking for an easy-to-read introduction to better managing your website with a content management system, this is your book. If you are responsible for an intranet, or are looking for more on CMS methodology, you may want to consider other titles. Posted by jamesr at 01:14 PM
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Review: The Knowledge Management FieldbookI have finally finished reading The Knowledge Management Fieldbook by Wendi R. Bukowitz and Ruth L. Williams. Yes, this book has been out for quite a while now (published 2000), but I have had other things on my reading list. This book provides an introduction to the many different knowledge management issues and challenges facing organisations. Stepping through each of these in turn, it offers background details, and talks about possible directions. The most valuable aspect of the book are the large number of case studies which follow almost every section. These range widely, although some of the organisations appear a few too many times. Beyond these case studies, though, this book fails to deliver on the "Fieldbook" in its title. There are no practical methods or techniques presented, and it is left to the reader to work out how to convert the very general descriptions into tangible action. Other readers of the book may jump in and ask: what about the "Think about it!" sections?. Certainly, these encourage the reader to tackle the problems, but in reality, the "fill-in-the-blank" approach is somewhat naieve, and gives little value. What frustrated me most were the half-page tables that allow the reader to calculate the importance of a particular issue ("Need x Ability"). These are duplicated at the end of each section, and by my quick count consume about 25 pages of the book in total. This could easily have been explained once, and then left to the reader to follow through themselves. Overall, this book provides a good introduction to the various knowledge management challenges facing organisations. If, however, you are already familiar with KM, and are looking for practical techniques and approaches, this book is not for you. Posted by jamesr at 11:08 AM
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Martin White's review of the Polar Bear bookMartin White has written a brief review of the new edition of Information Architecture for the World Wide Web. To quote: Recently I have recommended a number of intranet-related handbooks, but if I had to have just one book in my consulting briefcase it would be this one. The authors manage to turn a difficult, and yet very important, subject into a book of great clarity, enlivened with the occasional touches of rather dry humour. Whether you are just starting an intranet (or web site) or rebuilding one, you simply cannot do without this book. Posted by jamesr at 05:59 PM
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A review of "Content Management Systems"Paola DI MAIO has written a review of the recently-released title Content Management Systems. To quote: Overall, the book tackles crucial technical issues that anyone involved in a CMS must face, but the pitch is accessible to most readers interested in the highly complex , and highly fascinating world of CMS. I've currently got this on order, and will write a review of my own when I receive it in a week or two... Posted by jamesr at 12:11 PM
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