The complexity of the networks in which our organization operates is scaffolded by a corpus of mostly-unwritten, tacit knowledge and ‘ways of working’ that we learn mostly from our peers. It would be impossible to justify time to study even a fraction of the written corpus of policies, procedures, regulations and other instruments of bureaucracy that provides the legal and operational framework – and even that would not provide access to the tacit knowledge that we need. So we learn as we go from our colleagues. In some contexts, we may proceed by trial and error, making adjustments when we receive negative feedback. When asked where we learn such knowledge, sources may remain apocryphal. We seldom reflect on where, when, how, and from whom we learn. Relegating learning about operational complexity to the informal domain may seem to present a risk for the organization. In practice, we find that we do tend to …
