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Many companies, however, especially when faced with a crisis, try to legislate creativity and innovation everywhere (“The CEO must be the CIO—the Chief Innovation Officer!”). This usually results in chaos, the top-left quadrant. Not every phone operator has to be a champion innovator. Sometimes you just need them to answer the phone.
Famously, when Gmail came along, Google told us to stop trying to organize (and delete) our email and instead just rely on search to find what we’re looking for. Broadly I’d say that approach has worked well, and in the vast majority of cases, I err on the side of risking losing track of something later instead of spending the time to organize it n
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