John Seely Brown

Orr found that the manual described the machine that didn't exist in the field, where the real work happened in stories that the technicians told each other over breakfast about the machine and how it failed in ways the documentation never mentioned.

John Seely Brown and Paul Duag built on that and gave the two versions names, canonical practice, which is the work as organizations describe it, and actual practice, which is the work as it actually gets done.

So you have spent years standing in that gap with a notebook.

What did that vantage point teach you? And when did you first conclude that following the plan and realizing the purpose weren't the same thing?