Traditional knowledge-sharing tools and mechanisms, such as operating manuals and training, have significant trade-offs inherent in them. The more comprehensive the instructions are, the less likely employees are to absorb and understand them. The more precise the instructions are, the less customization and employee autonomy they allow. And the more rigid the instructions are, the less likely they are to evolve as circumstances change. Instead, the authors propose an approach they call “evolvable scripts”: succinct, modular sets of instructions that outline the objective of a task and the most important actions to achieve it. By focusing only on the critical actions, they are easily absorbed and used routinely. Moreover, they leave room for employee discretion on how exactly to perform the task, allowing employees to adjust their approach to the situation at hand or try new variations. These interpretations can be easily reviewed, along with the results, allowing scripts to evolve over time to reflect new situations and learning.
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