The fish and chip example is wonderful in two ways. Firstly, in a 'service provision' context (that blog), most 'service providers' wouldn't have done that. We have lost a good local to a new owner with clear ideas on what services he would provide, and if you didn't like it, you're barred. Guidelines on 'service push' would have been most unhelpful. Secondly, other frameworks, from management, culture, marketing, user-centred design, could help in a number of ways, but the Cynefin framework provides a clear framework for taking action. A new barmaid would be surprised to be taught it, but she wouldn't have a problem understanding the children's party story and would know what to do with customers and how to report to the new owners.

My son-in-law likewise just took over a neighborhood dive and sought first to disrupt unwelcome patterns, i.e., employees who gave away free beer and the barflies who loved them. Light renovations and better menu were instituted without a vote, but the addition of free Wii games and "vintage beer nights" came from employee/regular suggestions.

Business (and revenue, which are now more tightly connected) is booming.

Doubt he understands sense-making frameworks, but intuitively manages a complex system to mutual advantage.

Given these examples - and John's comment ("doubt he understands sense-making") - do we then actually need complex models and frameworks when in fact it seems that simple application of common sense/ listening skills, intuition and a sprinkling of what others may call 'emotional intelligence' does the trick?

PS The Cricketers in St. Albans (which is about 5 mins walk from where I live) has gone in another direction - I think it is now Thai or Curry restaurant.

Most complexity is common sense, but without the theory (models) nothing scales.
Know the Cricketers well by the way, but form a long time ago

The point that David Cronshaw makes about 'common sense' is interesting and has been a point of internal debate for me. I conclude two things:

1.'The degree of 'Common Sense' used is inversely proportional to the size of the organisation and so one might conclude that it doesn't naturally scale (for some reason) and to Dave Snowden's point, needs a framework to help it do so.

2.The fact that people in small groups can do this naturally , without understanding the science, IMO strengthens rather than weakens the case for 'sense-making' models.

These two statements make sense to me because the world today is so influenced by Western culture's unhealthy obsession with command & control models and reductionist techniques. It needs to 'kick this habit' and find a way back to the more natural way of understanding interacting systems by using both left and right brain intelligence. This, of course, was understood by the Taoists. So while not anything new, we need to create the contemporary Zen koans (models/frameworks) that help us re-learn 'Common-Sense'.

The 'Cricketers' I refer to in my blog is on Redbourn common.

Thank you Nigel for your including The Cricketeres on your blog and for taking time to appreciate the efforts of myself, Debbie and Andy. As you quite rightly pointed out, although we had a game plan and a basic infrastructure of how we wanted to plan the Cricketers we feel it is of paramount importance to listen to your locals views and opinions. It is, after all, their pub and has been long before we moved into it. The first 2 months have be very constuctive and I think with the continued support from our locals we will be able to offer a pub that the village can be proud of.

Building on this - I was wondering if there was scope to run some Anecdote Circles' at the Cricketers - and maybe 'Pub Heaven' and 'Pub Hell' as well..........

I think on the guest blog on this site, the writer talks about having a beer or 2 to get the Anecdote Circles going.

(This is only half in jest - if it was my business maybe I would bring in a Cynefin consultant for an evening......)

Haven't been to the Cricketer's in years (and had too much Olde Rodger when I did. Happy to do something there, sounds good