The following presentation was linked to by Dennis Howlett, who said:
The…slideshow from Mark Masterson makes the point that when dealing with exceptions, the best tools available to us are the knowledge that resides in people’s heads. Ergo – the argument goes: implement social software as a way of capturing that information for current/later use. I don’t have a problem with this except that as currently iterated, most of the tools represent yet another IT silo outside the process flow. Even so, I’d encourage folk like Mark to keep refining their thinking so that critics like myself stand a chance of being persuaded.