How To Automate Chaos

December 3, 2008 from Forbes – “In 2005, McKinsey & Co. made a big splash with the concept of tacit interactions, processes that can't be automated in a step-by-step manner. Examples include negotiating a deal, managing staff, writing a blog, providing great customer service and selling a product.

Tacit interactions are carried out by knowledge workers who assemble information from a variety of sources and perform tasks that may be done differently each time. Tacit interactions involve improvisation, taking action and moving forward based on what you find out…”

180 View – The article includes techniques and technologies to support tacit interactions.