By Robert Bly
A paperback reissue from the bestselling writer of "Iron John." A "penetrating and awesome little quantity that sheds new gentle at the Shadow. . . . A clean and severe language and symbols for describing the unrevealed."--Joan Halifax, former president, The Ojai origin
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Extra resources for A Little Book on the Human Shadow
Information Overload – E-mail and Other. Some issues are: • How should we set priorities to respond to information arriving in our workplace (“pushed information”)? This includes e-mails, letters, memos, telephone calls, journals, and the like. • How can we best acquire and use retrievable (“pulled”) information. This information resides on the web, in online journals, in discussions with colleagues, and other sources. • How can the priority nightmare of e-mails be handled – who sent the e-mail, the subject, or other criteria?
3 Service blueprint diagram. , all rights reserved. Used with permission. qxd 30 2/12/04 5:52 AM Page 30 Chapter Three may be useful to you. The “line of interaction” is the boundary of activities where the customer and frontline employees (“on-line group”) have discussions. The “line of invisibility” separates activities that are seen or not seen by customers. The “organization boundary” shows which activities occur in the three departments involved in the process (the on-line group, the complex adjustments group, and the billing organization).
If you add up these numbers, the result is . . 159 percent. If we now understand the process causing overload, we can next proceed to redesign the process and relieve the overload. qxd 2/12/04 5:52 AM Page 35 4 How Can We Redesign Work at the Process Level to Eliminate Work Overload? It’s 2001. Another merger just announced. Two financial institutions. Must convert mainframes. Here we go again. m. m. A capacity test is made to make sure that the system can handle the volume of transactions and the number of different users.