Sunday coffee thoughts. At my day job, I have been working on a proposal to redesign how we do something. To prepare for the questions I expected to receive, I started writing a FAQ by brainstorming questions I'd heard before related to this topic. Five questions answered. Ten questions. Twenty questions. At eighty questions, ideas for questions started to taper off, and my brain was a little friend.
I empathize but also physically recoiled to the idea of 20,000 words to 80 FAQs. There's always so much context behind the decision that it's tough to defend your position, especially a possibly politically contentious one.
So what if you don't start from a defensive position? You've done the work to understand why this is the right problem/solution. If you could sell the problem across various teams, you could get them excited for change. Find the fans to co-create that playbook with you. Keep said playbook simple. This would then be OUR playbook that WE have built together across X teams. It becomes a work of organizational pride with embedded sponsors across the org.
Instead of going into the solution specifics, talk about the problems that each team experiences and the outcomes of this project. You can always do a separate loops talk on the deep systemic context for the nerds like us or the immediate solutions team. I have never found it helpful for the initial buy-in.
Oh I like writing the FAQ for myself. I enjoy writing to get my thoughts together. I very much believe in leading with the Why not the Way. The challenge is, of course, that people are often very much interested in the Way. Co-creation is the way.
As you were talking about writing the FAQs, I mentally was equating that to ‘planning’.
(“plans are worthless, but planning is everything” - Eisenhower). And the fact, that the end result wasn’t for general consumption and wouldn’t be read by most, as the plan.
I’m wondering, if the building of the FAQs should be done by you and individuals that will be key to successful change. It would seem to be an exercise that might take longer, but would have the potential to create greater alignment and deeper knowledge sharing. Of course, I’m just riffing on your point of ‘co-creation is the way’. Thank you for the post! Tony
Q: Why not use the built-in Substack payment function for people to tip with the article? The way you described it sounds like a major one-time project with periodic maintenance. Patreon's model is more of an ongoing subscription.
“And then it hit me—this is exactly why we call product work complex knowledge work and the organizations we work in complex sociotechnical systems. It is a dance between levels of abstraction and frames. No one sees it all (not me, for sure).”
This is it!
Letting go of the need for your frame to be the dominant frame, enabling emergence ...
Knowledge should be preserved for reference but for reality knowledge has to be adapted to why, what and how.
"The thing I’ve learned over the years about advice is that no one can accurately predict the future, but we all think we can. So advice at its best is one person’s limited perspective of the infinite possibilities before you. People’s advice is based on their fears, their experiences, their prejudices, and at the end of the day, their advice is just that: it’s theirs, not yours. When people give you advice, they’re basing it on what they would do, what they can perceive, on what they think you can do. But the bottom line is, while yes, it is true that we are all subject to a series of universal laws, patterns, tides, and currents—all of which are somewhat predictable—you are the first time you’ve ever happened. YOU and NOW are a unique occurrence, of which you are the most reliable measure of all the possibilities."
Use 80/20 - and reverse 20/80.
80% of what we think is important is mostly not important - many complex systems are actually not devolving into chaos. They have equilibrium - there is innate reinforcing loops and feedback loops. The problem comes when we try to change one part of it - creating chaos as a result. These complex system have a various degrees of leverage - use the one appropriate for the time and cost effective.
I have always been(since high school time, stopped when it hit college) carrying a small notepad in my pocket for things that I learn about, things which I come across that I want to learn about, etc
At some point during my early career I tried a number of note taking approach that can help organise my knowledge and curiosity. Then jumped on to personal knowledge management systems. Gave up on that too a few years ago. What I realised is:
What needs to be said and recorded is already done - we can only remix that in so many ways. But we don't know what mix tape works best until we have met our audience. No point in remixing (frankly very hard) for a generic audience or specific future audience who may/may not turn up. Sure you can have hit albums that become classic, but new ones will always be 'in trend'
It is not *my knowledge* I was striving to document - it's the way I interpret other people's wisdom
There is multiple conclusions to be made reading the same book, hearing the same audio book, seeing the same talk in video - but when you are in different context, trying to solve similar but different problems.
Sense making always works but takes time. And it only gives you a sense of a slice /snapshot of time.
One must use their time wisely to decide what they want to effect or affect and focus effort accordingly.
We always think in hierarchies. Some are able to traverse the hierarchy to one level up and below their plane of existence, some even deeper. Most usually can only think about their plane of reality.
Reality is not hierarchical yet we have fish bone diagram, opportunity trees, org charts, information pyramid, pyramid principle, mind maps, concept maps, customer journey, 2/2s that are actually hierarchical if you think about it etc all neatly laid out in a hierarchy. All an attempt at sensemaking
Reality - we think is complex and has conflicts. But it is not. Reality alternates between order and chaos at various levels. And it's our sense of reality that creates Confusion. Atoms>molecules>cells>parts of an organism>the organism none of these exists alone but there's no one body of knowledge that covers everything end to end.
Knowledge distilled is like alcohol. Potent, has to again be diluted for consumption. But the key element that came as part of distillation - alcohol is very temporary in nature. It's good for minor doses not to have daily.
In that sense I always refer to knowledge via book, people, google, etc. When I need it.
I'll join in with others and say I think it would be fun and cool to help organize this stuff! Signed, a librarian, information architect, and content strategist 😊
I think there's definitely value in pulling together and organising your writing and insights. Agree that patreon isn't necessarily the place though I can see it could work purely for funding. With looking at some of the LMS solutions for hosting it.
In my experience, a board has search, pages (frames), links between pages, the possibility of creating an index of the pages, collaboration on pages - so definitely a good tool for creating visual wikis.
I’d love to help organise this as I have learned so much from your posts and it resonates much. Thank you John for sharing your reflections - as usual strikes a chord and is grounded in reality.
The whole article argues for the futility of the quest for simple and comprehensive solutions. Maybe here too—just trust it will work out with trying to box it into something.
Patreon doesn't seem like the right platform to raise funds for a visionary one-off project. Kickstarter maybe. Or Fiverr.
Great suggestion.
I empathize but also physically recoiled to the idea of 20,000 words to 80 FAQs. There's always so much context behind the decision that it's tough to defend your position, especially a possibly politically contentious one.
So what if you don't start from a defensive position? You've done the work to understand why this is the right problem/solution. If you could sell the problem across various teams, you could get them excited for change. Find the fans to co-create that playbook with you. Keep said playbook simple. This would then be OUR playbook that WE have built together across X teams. It becomes a work of organizational pride with embedded sponsors across the org.
Instead of going into the solution specifics, talk about the problems that each team experiences and the outcomes of this project. You can always do a separate loops talk on the deep systemic context for the nerds like us or the immediate solutions team. I have never found it helpful for the initial buy-in.
Oh I like writing the FAQ for myself. I enjoy writing to get my thoughts together. I very much believe in leading with the Why not the Way. The challenge is, of course, that people are often very much interested in the Way. Co-creation is the way.
Hi John,
As you were talking about writing the FAQs, I mentally was equating that to ‘planning’.
(“plans are worthless, but planning is everything” - Eisenhower). And the fact, that the end result wasn’t for general consumption and wouldn’t be read by most, as the plan.
I’m wondering, if the building of the FAQs should be done by you and individuals that will be key to successful change. It would seem to be an exercise that might take longer, but would have the potential to create greater alignment and deeper knowledge sharing. Of course, I’m just riffing on your point of ‘co-creation is the way’. Thank you for the post! Tony
Q: Why not use the built-in Substack payment function for people to tip with the article? The way you described it sounds like a major one-time project with periodic maintenance. Patreon's model is more of an ongoing subscription.
Can’t imagine a title for a piece that would get me to click and read any faster than this one ☕️🌳
Probably didn't do it justice.
I think you nailed it
Nice thing about this work.
Can always write Coffee and Complexity Part 2
A whole new spin off substack there
Actually, might need to rename mine with that title
“And then it hit me—this is exactly why we call product work complex knowledge work and the organizations we work in complex sociotechnical systems. It is a dance between levels of abstraction and frames. No one sees it all (not me, for sure).”
This is it!
Letting go of the need for your frame to be the dominant frame, enabling emergence ...
Finishing quotes :
Knowledge should be preserved for reference but for reality knowledge has to be adapted to why, what and how.
"The thing I’ve learned over the years about advice is that no one can accurately predict the future, but we all think we can. So advice at its best is one person’s limited perspective of the infinite possibilities before you. People’s advice is based on their fears, their experiences, their prejudices, and at the end of the day, their advice is just that: it’s theirs, not yours. When people give you advice, they’re basing it on what they would do, what they can perceive, on what they think you can do. But the bottom line is, while yes, it is true that we are all subject to a series of universal laws, patterns, tides, and currents—all of which are somewhat predictable—you are the first time you’ve ever happened. YOU and NOW are a unique occurrence, of which you are the most reliable measure of all the possibilities."
Use 80/20 - and reverse 20/80.
80% of what we think is important is mostly not important - many complex systems are actually not devolving into chaos. They have equilibrium - there is innate reinforcing loops and feedback loops. The problem comes when we try to change one part of it - creating chaos as a result. These complex system have a various degrees of leverage - use the one appropriate for the time and cost effective.
I have always been(since high school time, stopped when it hit college) carrying a small notepad in my pocket for things that I learn about, things which I come across that I want to learn about, etc
At some point during my early career I tried a number of note taking approach that can help organise my knowledge and curiosity. Then jumped on to personal knowledge management systems. Gave up on that too a few years ago. What I realised is:
What needs to be said and recorded is already done - we can only remix that in so many ways. But we don't know what mix tape works best until we have met our audience. No point in remixing (frankly very hard) for a generic audience or specific future audience who may/may not turn up. Sure you can have hit albums that become classic, but new ones will always be 'in trend'
It is not *my knowledge* I was striving to document - it's the way I interpret other people's wisdom
There is multiple conclusions to be made reading the same book, hearing the same audio book, seeing the same talk in video - but when you are in different context, trying to solve similar but different problems.
Sense making always works but takes time. And it only gives you a sense of a slice /snapshot of time.
One must use their time wisely to decide what they want to effect or affect and focus effort accordingly.
We always think in hierarchies. Some are able to traverse the hierarchy to one level up and below their plane of existence, some even deeper. Most usually can only think about their plane of reality.
Reality is not hierarchical yet we have fish bone diagram, opportunity trees, org charts, information pyramid, pyramid principle, mind maps, concept maps, customer journey, 2/2s that are actually hierarchical if you think about it etc all neatly laid out in a hierarchy. All an attempt at sensemaking
Reality - we think is complex and has conflicts. But it is not. Reality alternates between order and chaos at various levels. And it's our sense of reality that creates Confusion. Atoms>molecules>cells>parts of an organism>the organism none of these exists alone but there's no one body of knowledge that covers everything end to end.
Knowledge distilled is like alcohol. Potent, has to again be diluted for consumption. But the key element that came as part of distillation - alcohol is very temporary in nature. It's good for minor doses not to have daily.
In that sense I always refer to knowledge via book, people, google, etc. When I need it.
👋 Product research and insight operations person happy to help organize! I’m fresh off rolling out a research and results repository at Zapier.
I came here to say the same. Would love to help out.
I'll join in with others and say I think it would be fun and cool to help organize this stuff! Signed, a librarian, information architect, and content strategist 😊
What! That's amazing. Thank you @michelle as well. How can I contact you both?
Requested you on LinkedIn.
I think there's definitely value in pulling together and organising your writing and insights. Agree that patreon isn't necessarily the place though I can see it could work purely for funding. With looking at some of the LMS solutions for hosting it.
Can we get a John Cutler chatbot?
Maybe a visual wiki like this one?
https://bit.ly/prodmk_map_anthony_rob
Miro is just a virtual dry-erase board. Nothing wiki-like about it.
Probably for you, yes 👍
In my experience, a board has search, pages (frames), links between pages, the possibility of creating an index of the pages, collaboration on pages - so definitely a good tool for creating visual wikis.
I’d need to understand the strategy for bringing order to the years of your prolific output, John. Otherwise happy to contribute.
I’d love to help organise this as I have learned so much from your posts and it resonates much. Thank you John for sharing your reflections - as usual strikes a chord and is grounded in reality.
The whole article argues for the futility of the quest for simple and comprehensive solutions. Maybe here too—just trust it will work out with trying to box it into something.