It can be difficult for any customer service environment to keep up with the whirlwind pace of change in today's technology-centric world. The challenge can be particularly daunting in an institutional setting accustomed to deliberative, consensus-driven change. The Office of the Registrar at Indiana University Bloomington (IUB) has a…

In a typical workplace in the United States, two knowledge-producing activity systems are in motion. Each produces knowledge about how to do the work of that workplace, but they are differently motivated: one toward productivity, and the other toward earning a living. The conflict between these two systems is addressed through the process of…

This document contains action plans for four states (Colorado, Indiana, Mississippi, and Missouri) involved in the Jobs for the Future program designed to enhance states' ability to handle economic change. The first section, "A Call to Action," discusses what Colorado's public and private sectors must consider doing to meet the…