DaChispa

There is a great new Photography series on BBC4 on Thursdays – which isn’t a phrase you hear every day! What I particularly liked about the first programme was the way in which it took you from the technicalities of the first cameras/pictures and then showed the impact that the invention of the box brownie and the amateur photographer had on the genre. Thinking about it, it made me realise that digital photography is already transforming it again. It used to be a case of taking the photograph and then having to develop it to see what you had done. You could manipulate it in the dark room, but it was a long process. Now you can take a photo – see immediately if it works – and your dark room is your PC and printer. I have just started a course to understand more about digital cameras and am excited by the possibilities. What is also interesting is that the fact that I can see the results of experiments immediately on a camera screen means that I am learning much more quickly than I did 10 years ago. I’m not sure whether it is because experience in other areas has helped me or whether it is purely that the visual stimulae supports my learning style – but it works.

I am wondering whether there is anyway of applying in a work context – a sort of ‘tell and show’. Maybe around the topic of handovers. For high profile leavers, for example, making their handovers highly visible to as many people as possible so that they can immediately see a result that means something to them. Might work. Might even throw in a few photos…

I’ve realised this week that sometimes change isn’t something big and obvious – sometimes it is evidenced by small things. You only notice it when you stop for a moment and take stock. It isn’t about everyone in the organisation suddenly doing the right thing (although that would be nice – and will happen eventually). It is when you realise that people are beginning to not only use the language of knowledge sharing, but that they know what it means. It is when you get an unsolicited request for help in an area of knowledge sharing which previously nobody worried much about. It is when, as you walk around the office, people want to talk to you about km. And, best of all, it is when someone you have never personally spoken to about km, challenges a poor knowledge sharing behaviour because of their involvement in a km event you have organised. Little things, but they add up and as more little things take place a critical mass may well push your company into being an excellent knowledge sharing organisation.

I had to go with my mother to a hospital appointment this week because she was worried that she wouldn’t understand what was said to her – largely because she has had to deal with a lot of people with strong accents at hospitals and her poor hearing causes her problems.  We needn’t have worried.  She really hit it off with her new consultant who explained things clearly and succintly, didn’t talk down to her and actually did something on the spot that helped her.  The proof of his success is that she is quite happy to go and see him on her own next time.

The follow up was even better – she got a copy of his resultant letter to the GP (sent the following day – a great improvement on previous 2 week (or never) delays from other consultants).  The letter started “Thank you for referring this delightful 84 year old lady to me…”   I think my mother is now in love!

It takes very little to get better results:

• -treat people like adults
• -respond immediately to issues
• -follow up quickly
• -a little bit of sugar goes a long way…..

I would think this applies to all types of business but to see the relief that my mother feels because she is being dealt with in this much more professional manner, really brings it home.