Tourism Knowledge SIG

THE FUTURE OF HUMAN, NATURE and KNOWLEDGE

Md Santo — Wed, 18 May 2011 16:57:46 -0600

THE FUTURE OF HUMAN, NATURE and KNOWLEDGE
by : Md Santo – MobeeKnowledge Services - http://mobeeknowledge.ning.com

“We are not human beings on a spiritual journey. We are spiritual beings on a human journey.” - Stephen Covey
"Reality is merely an illusion, albeit a very persistent one." - Albert Einstein
....“I think the next century will be the century of Complexity.” - Stephen Hawking
..... Dear Hawking, it seems the next century will be the century of Knowledge.” - Md Santo

PROLOG
Considering, Human Knowledge evolved and generated from Human Knowing Tools (HKT) and most likely that “WE ARE KM-REGULATED BY NATURE vice-versa BY NATURE WE ARE KM MODEL” ( KM = Knowledge Management ) - http://mobeeknowledge.ning.com/forum/topics/we-are-kmregulated-by-nature

? Therefore, on redefining Knowledge :
Knowledge evolved as emergent property inside human being as Complex System having consciousness, alive and behaving as subject with freewill. Contrary with Data and Information exist outside human being, non-alive and behaving as object only ( MobeeKnowledge K-base http://www.delicious.com/mobeeknowledge/kmdefinition )

? Therefore, on discussing DIKW model :
If we treat Data (D), Information (I), Knowledge (K) and Wisdom (W) as “human enlightenment agents”, most likely that DIKW continuum should be separated into separated DI – KW continuum model, considering of the Knowledge behavior above mentioned ( THE ORIGIN OF KNOWLEDGE AND KM : DI-KW SEPARATED ENTITIES MODEL” - http://mobeeknowledge.ning.com/forum/topics/the-origin-of-knowledge-and-... )

? Therefore, it is our obligatory to develop Human System Biology-based Knowledge Management (HSBKM) model framework as follow :

• Human Senses (Peripheral Nerves System incl. Autonomic Nerve System) as Primary HKT – Primary HKT producing “Knowledge with Lower Consciousness” (KLC) – KLC representing human sense-taste-feeling-feel-flavor-sensation – Within Human System Biology-based KM (HSBKM) model framework, KLC represented by KM Tools as Techno-based boundary – Weighted Score (WS) = 1.0 as value of KM Tools representing the value of KLC - KM TOOLS component covering IT/ICT, Web 1.0 and 2.0 incl. Social Media platforms. (Referred to “Machine or Techno Learning” or to Category 7.0 (PCF – APQC**) as corporate orientation) – Be like to human organ system as somato (physical body structure) aspect : Documents of management (tools) type exist as Explicit Codified Knowledge, Taxonomy Metadata Management + CMS = Data/Information Management (Knowledge-base)

• Human Brain (Central Nerves System) as Secondary HKT – Secondary HKT producing “Knowledge with Medium Consciousness” (KMC) – KMC representing human reason-mind-intellect-intelligence-way-idea – Within HSBKM model framework KMC represented by KM Process Framework as Human Mind-based boundary – WS = 3.0 as value of KM Process Frameworks representing the value of KMC - KM PROCESS FRAMEWORK component covering Human (Tacit) Mind incl. Web 3.0 and/or Semantic Web including Artificial Intelligence (AI) (Referred to “Individual Learning” or to Category 12.0 (PCF – APQC**) as corporate orientation) – Be like to human brain as somato (physical body structure) aspect : Documents of Process Classification Framework (sources of Human Learning Competencies) exist as Explicit Codified Knowledge

• Human Genomic DNA as “Tertiary HKT” producing “Knowledge with Higher Consciousness” (KHC) – KHC representing human will-desire-wish – Within HSBKM model framework KHC represented by KM Standards Culture and Value as Human Organizational (Collective / Social) Learning-based boundary in KM – WS = 5.0 as value of KM Standards Culture and Value representing the value of KHC - KM STANDARDS Culture and Value component covering Codified / Explicit Knowledge, Human Social Behavior, Organizational Culture (Learning Organization. (Referred to “Organizational Learning” or to Category 1.0 – 2.0 – 3.0 – 4.0 – 5.0 – 6.0 – 8.0 – 9.0 – 10.0 – 11.0 (PCF-APQC**) as corporate orientation) – Be like to human genomic DNA as somato (physical body structure) aspect : Documents of Enterprise DNA = Knowledge Architecture (as Content Management System / CMS & Learning Management Syste / LMS) + Taxonomy Metadata Management exist as Explicit Codified Knowledge

** Referring to PCF – APQC = Process Classification Framework – American Productivity and Quality Center as taxonomy of cross functional business process comprising 12 Categories :
1. Develop Vision and Strategy
2. Develop and Manage Products and Services
3. Market and Sell Products and Services
4. Deliver Products and Services
5. Manage Customer Service
6. Develop and Manage Human Capital
7. Manage Information Technology
8. Manage Financial Resources
9. Acquire, Construct, and Manage Property
10. Manage Environmental Health and Safety (EHS)
11. Manage External Relationships
12. Manage Knowledge, Improvement, and Change

EPILOG
• We did not mention Knowledge with Ultimate Consciousness (KUC) as some people called “the Unknown” as the ultimate HKT whatsoever, considering that KUC is beyond human being although the interaction (knowledge sharing) among KLC – KMC – KHC – KUC believed to be in perpetual state. Considering also that KHC to KUC is a “spiritual journey”, but essentially I myself tend to agree that …….we are not human beings on a spiritual journey. We are spiritual beings on a human journey..... as Stephen Covey said as well as Albert Einstein mentioning .... "Reality is merely an illusion, albeit a very persistent one"....... That’s because “...... space-time is the notion of human being in the universe to accommodate the existence of Matter and Energy . Some people say, space-time is human illusion regarding Knowledge behaving as subject with consciousness acting as “causa prima” of human selves feeling toward Matter and Energy....” (Md Santo : “SPACE-TIME AND KNOWLEDGE : A HUMAN SYSTEM BIOLOGY-BASED KNOWLEDGE MANAGEMENT VIEW” - http://mobeeknowledge.ning.com/forum/topics/spacetime-and-knowledge-a )

• We’re convinced that behavior of Knowledge as living thing having consciousness could linking up Human Knowledge with Nature Knowledge among others through comprehending “DESCRIBING COMPLEX SYSTEM AS KM ATTRIBUTE” - http://mobeeknowledge.ning.com/forum/topics/describing-complex-system-as... and from our K-base on Complex System / Complexity http://www.delicious.com/mobeeknowledge/complexsystem as well as through “IS KNOWLEDGE THE 3rd BASIC INGREDIENT OF THE UNIVERSE BESIDE MATTER AND ENERGY ? : KNOWLEDGE REPOSTULATED” - http://mobeeknowledge.ning.com/forum/topics/is-knowledge-the-3rd-basic?x...

• Knowledge is an important valuable aspect and must be well managed and measured. So far, it seems no universal accepted method for assessing the Competency as well as the Capability Maturity in field of practicing Knowledge-based or Knowledge Management within corporate. Amid such condition, we have developed our Human System Biology-based-KM (HSBKM)-driven KM Metric version called “Mobee Knowledge Competency and Capability Maturity” (MKCCM™) model to complement the operational concept of HSBKM ( “INTRODUCING MOBEE KNOWLEDGE COMPETENCY AND CAPABILITY MATURITY (MKCCM™) MODEL” - http://mobeeknowledge.ning.com/forum/topic/show?id=2090583:Topic:11355 and MobeeKnowledge K-base http://www.delicious.com/mobeeknowledge/kmmetrics+mkccm )

LIST OF SELECTED FORUM ARTICLES AS BACKGROUND READING STRONGLY RELATED WITH HUMAN, NATURE AND KNOWLEDGE ISSUES

1. http://mobeeknowledge.ning.com/forum/topics/we-are-the-knowledge-hybrid - WE ARE THE KNOWLEDGE : HYBRID DEFINITION OF KNOWLEDGE” (October 25, 2009)

2. http://mobeeknowledge.ning.com/forum/topics/five-basic-implications-of-n... - “FIVE BASIC IMPLICATIONS OF NEW PARADIGM OF KNOWLEDGE” ( November 19, 2009)

3. http://mobeeknowledge.ning.com/forum/topics/the-origin-of-knowledge-and-... - “THE ORIGIN OF KNOWLEDGE AND KM : DI-KW SEPARATED ENTITIES MODEL” (February 15, 2010)

4. http://bit.ly/eRWQD7 - “KNOWLEDGE ‘R’ US” (April 1, 2010)

5. http://mobeeknowledge.ning.com/forum/topics/the-edge-of-scientific - “THE EDGE OF SCIENTIFIC BOUNDARY : KNOWLEDGE MANAGEMENT DOMAIN” (July 9, 2010) ( http://bit.ly/aoFQp0 - “KNOWLEDGE IS THE EDGE OF SCIENCE” )

6. http://mobeeknowledge.ning.com/forum/topics/knowledge-is-neither-flow-no... - “KNOWLEDGE IS NEITHER “FLOW” NOR “THING” BUT “CONSCIOUSNESS” : KNOWLEDGE IS EMERGENT PROPERTY OF HUMAN BEING AS COMPLEX SYSTEM” (August 1, 2010)

7. http://mobeeknowledge.ning.com/forum/topics/we-are-kmregulated-by-nature - “WE ARE KM-REGULATED BY NATURE vice-versa BY NATURE WE ARE KM MODEL” (October 27, 2010)

8. http://mobeeknowledge.ning.com/forum/topics/is-knowledge-the-3rd-basic?x... - “IS KNOWLEDGE THE 3rd BASIC INGREDIENT OF THE UNIVERSE BESIDE MATTER AND ENERGY ? : KNOWLEDGE REPOSTULATED *” (January 5, 2011)

9. http://mobeeknowledge.ning.com/forum/topics/repostulating-knowledge-to - “REPOSTULATING* KNOWLEDGE TO ADDRESS EVOLUTION OF SCIENCE AND TECHNOLOGY” (January 29, 2011)

10. http://mobeeknowledge.ning.com/forum/topics/spacetime-and-knowledge-a - “SPACE-TIME AND KNOWLEDGE : A HUMAN SYSTEM BIOLOGY-BASED KNOWLEDGE MANAGEMENT VIEW “ (February 22, 2011)

11. http://bit.ly/hJCYtI - “...DEAR HAWKING, IT SEEMS THE NEXT CENTURY WILL BE THE CENTURY OF KNOWLEDGE...” (April 18, 2011)

12. http://bit.ly/ipH4kd - “MOBEEKNOWLEDGE CHRONOLOGICAL ATTEMPT TO REVISITING KNOWLEDGE AND KNOWLEDGE MANAGEMENT PHILOSOPHY “ (April 23, 2011)

TO GET COMPREHENDED VISUALLY ON HUMAN SYSTEM BIO-BASED KM (HSBKM) MODEL FRAMEWORK FOLLOW THE FOLLOWING LINKS :

“KM 2.0 Basic Visual Map” http://bit.ly/bTzgUz - “Our KM Model Framework” http://bit.ly/cSwUlx - “Our 6 Dimensions of KM” http://bit.ly/cPadwJ - “HSBKM-based CoP model” - http://bit.ly/g3B4jo and our K-base http://bit.ly/cIh75U

Tags : human, nature, knowledge, knowledgemanagement, mobeeknowledge, hsbkm, humansystembiology, complexsystem, consciousness, stephencovey, stephenhawking, alberteinstein, di-kwmodel, science, mkccm, kmmetrics, complexity, philosophy, physics, learning

Dr Md Santo
• Founder social networking site http://mobeeknowledge.ning.com
• http://bit.ly/i0ekT7 - “Introduction to MobeeKnowledge services”
• http://bit.ly/hU7fjM - “MobeeKnowledge Site Map – Taxonomy Metadata Management – Human System Biology-based KM model framework – KM Components”
@2011 - MobeeKnowledge

KM & Communications

Chronological attempt to Revisiting Knowledge and Knowledge Management Philosophy

Md Santo — Sun, 24 Apr 2011 01:29:46 -0600

Ten Landmarks Toward Next Generation Knowledge Management
Published: Feb 26, 2010 by Md Santo - http://bit.ly/fNCO9e
Category: How-To Guides/Manuals
Description : Discover the signs towards next generation Knowledge Management

KNOWLEDGE 'R' US (not KNOWLEDGE 'R' OURS)
Published: April 1, 2010 by Md Santo - http://bit.ly/eRWQD7
Category: Research > Science
Description : We are as Human Being in fact is the Knowledge itself because the Knowledge essentially behaving as Human Consciousness since beginning of our life functioning to lead us in our journey through the path of Physical Realities – Data – Information – Knowledge (narrow meaning) – Wisdom and above. So Knowledge should be treated as something which has broad meaning to our understanding. This paradigm surely will give significant impact on how we look at next gen KM as well as to the influence of how Science and Technology should developed

REPOSTULATING* KNOWLEDGE TO ADDRESS EVOLUTION OF SCIENCE AND TECHNOLOGY
Posted by Md Santo on January 29, 2011 - http://bit.ly/hmmHHI
.....* Postulate = Basic Assumption
List of selected topics derived from Social Networking Site “MOBEE KNOWLEDGE CoP” K-base http://www.delicious.com/mobeeknowledge/knowledge to consider the needs to repostulate Knowledge toward next gen KM and next evolution of Science - Technology : .....

.....DEAR HAWKING, IT SEEMS THE NEXT CENTURY WILL BE THE CENTURY OF KNOWLEDGE....
Posted by Md Santo on April 18, 2011 - http://bit.ly/hJCYtI
....“I think the next century will be the century of complexity”
S. Hawking “
....My apologize to the people who wrote the QUOTES about complexity and simplicity below are modified each with my Knowledge-driven set of ideas.
The QUOTES cited from http://aidontheedge.info/quotes/ by Ben Ramalingam, lead author of a 2008 Overseas Development Institute working paper ‘Exploring the Science of Complexity: Ideas and Implications for In.... The title : Aid on the Edge of Chaos - Exploring complexity & evolutionary sciences in foreign aid....

Tourism Knowledge SIG

KMAfrica.com KnowledgeHub Greetings

KMAadmin — Tue, 22 Dec 2009 08:16:07 -0700

Zulu culture, language & traditions

GLOBAL KNOWLEDGE TOWARDS 2012

Md Santo — Wed, 02 Dec 2009 18:40:15 -0700

GLOBAL KNOWLEDGE TOWARDS 2012 or “CONTINUUM OF PHYSICAL REALITY WITH KNOWLEDGE AND BEYOND : GREAT TURNING FROM MIND BRAIN TO CONSCIOUSNESS DNA” (see the Attachment) showing global trends towards 2012 in which the domain of Knowledge evolved in continuum universe as emergent behavior within human body as complex (adpative) system, having consciousness and free will (mind and value) as well as behaving dynamically as subject

A brief description about the sentence ..."After Singularity between Human Mind and Technology reaching its peak (in 2012 ?)"... :
"Singularity" here means the phenomenon of the race between smartness of Human and Technology (Machine) which is at present occured exponentially and exponentially at very tremendous speed and will reaching its peak around the year 2012. To cope this situation, Human as Complex Adaptive System will migrate or making "great turning" from Brain as "center of play making in science or scientific knowledge" (locus of Mind) to the DNA as "new center" (locus of Consciousness). This migration or "great turning" will give impressive impact on how Human manage the Science and Technology. In this circumstances, it will appropriate if we put or coin a new term called as "Knowledgeable Science" which is entirely different with Scientific Knowledge as commonly used. (Consciousness) DNA as new vital locus will certainly has a higher level than the (Mind) Brain as former human vital locus.

To get more comprehensive insight, should you visit also :

http://isivivane.com/kmafrica/forum.hybrid.definition.of.knowledge - "We are the knowledge: a hybrid definition of knowledge"
http://mobeeknowledge.ning.com/forum/topics/next-generation-of-knowledge - "NEXT GENERATION OF KNOWLEDGE MANAGEMENT (KM)"
http://mobeeknowledge.ning.com/forum/topics/five-basic-implications-of-n... - "FIVE BASIC IMPLICATIONS OF NEW PARADIGM OF KNOWLEDGE"
http://mobeeknowledge.ning.com/forum/topics/knowledge-towards-2012-great - "KNOWLEDGE TOWARDS 2012 : GREAT TURNING FROM MIND BRAIN TO CONSCIOUSNESS DNA"

Tourism Knowledge SIG

AIDAS Model of marketing

storytelling — Wed, 26 Aug 2009 08:17:07 -0600

AIDA or AIDAS is an acronym used in marketing that describes a common list of phases in the purchasing cycle. When you are marketing a product or service, ensure you provide points of contact for customers during these phases:

A - Attention (or Awareness): attract the attention of the customer/market.
I - Interest: raise interest by focusing on and demonstrating advantages and benefits (instead of focusing on features)
D - Desire: convince customers/market that they want and desire the product or service and that it will satisfy their needs.
A - Action: lead customers/market towards taking action and/or purchasing.
S - Satisfaction: satisfy the customer with the goal of them becoming repeat customers who give referrals to a product or service

A model such as AIDAS provides a general understanding of how to target a market effectively and may be used in marketing intangibles and stimulating community action as well as tangible goods and services. It is also easy to use to explain to non-advertising and marketing types. The model also suggests at some level that the customer experience needs to be guided and managed throughout.

KM & Communications

Global Biodiversity Information Facility

storytelling — Tue, 11 Aug 2009 07:55:29 -0600

The Global Biodiversity Information Facility (GBIF) is an international organisation that is working to make the world's biodiversity data accessible everywhere in the world. GBIF and its many partners work to mobilise the data, and to improve search mechanisms, data and metadata standards, web services, and the other components of an Internet-based information infrastructure for biodiversity.

For more information about GBIF as an organisation, visit GBIF Homepage. GBIF makes available data that are shared by hundreds of data providers from around the world. These data are shared according to the GBIF Data Use Agreement, which includes the provision that users of any GBIF data will always give credit to the original providers.

KM, Emerging Technologies and Innovative Schemes

Kinds of tourism

storytelling — Wed, 15 Jul 2009 03:04:52 -0600

Once upon a time, tourism was primarily associated with leisure and visits to exotic places for recreation and possibly a visit to see family. In the last few years, a number of different classes of tourism have been mentioned that relate to altogether different reasons for tourism: If tourists are attracted repeatedly to a particular location, no matter for what reason, they represent a potential resource for a wide range of local businesses.

Some kinds of tourism

Health tourism this involves activities that promote good health. Examples of health tourism include visiting exercise or meditation centres or resorts that provide health services or specialise in vegetarian food. Such visits are typically of a specified duration, such as 3,5, or 7 days.
Nip&Tuck/Plastic surgery tourism some tourists go to South Africa for plastic and reconstructive surgery following which they recuperate in a bush lodge for a few days. The surgery, bushlodge and travel are marketed as a package.
Ecotourism - occurs in natural areas and integrates the local socio-cultural identity with ecosystem considerations. It promotes a sustainable ecosystem through a participatory environmental management processes involving key stakeholders.
Agro-tourism - tourism in agricultural areas such as orchards, agro-forestry farms, herbal farms and animal farms, which have been prepared in some way for the tourists. Tourists gain experience in farming activities such as working with animals or harvesting crops, usually under the supervision of a farm guides. Lectures describing the operation of the farm may also be given.
Cultural tourism (including Spiritual tourism & Knowledge tourism) - allows tourists to admire, learn and engage with local culture and traditions. The local community participates in the management of this form of tourism, which is based on the principle of conserving local culture and the environment. In Africa, examples of culture-based tourism include visiting palaces or experiencing local life in a tribal village.

Newly emerging categories of tourism include

Disaster tourism - some tour operators have been marketing attractions such as the Maldives using a 'see it now before it is lost forever' approach.
Stem Cell Tourism - Illegal in some countries, this procedure is being increasingly offered in the third world.
Transplant tourism – still relatively rare in Africa but has been offered in South Africa

Key knowledge creation questions

Why do people go to a particular destination?
Are the number of tourists going to a particular destination predictable?
What are the attractions of the area? Are there other potential attractions?
What product or service could you provide within the system?

Tourism Knowledge SIG

A 'strange duck in the botanical pond'

soekershof — Mon, 13 Jul 2009 03:16:39 -0600

We can tell you a lot about our little enterprise and what we do. But rather google to Soekershof to find out via diverse angles or for a brief overview Soekershof Website

We are dealing with 2 issues:

1) Soekershof is located in the Klaas Voogds area in the Robertson Wine Valley; one of the main wine producing areas in South Africa. There are some high quality wines but also the FAS-percentage in the Robertson Wine Valley is high. (FAS = Fetal Alcohol Syndrome). An estimate of a representive of the local municipality is "around 70 percent"; equally divided between the different cultures. Although even some wine cellars are really doing their best to battle with this issue it's like fighting a landslide with your bare hands. Diverse initiatives are undertaken with more, less but mainly no success.
As employer we are continuously confronted with lies, half truths and silly excuses of FAS-effected staff. Last year this resulted in the dismissal of staff that had been working here several years and in whom we invested a lot of time and money in diverse (training) programs but seemingly without result. At this stage half of the staff is FAS-effected and to keep these employees a little bit under control we sometimes have to be very harsh to them and that is against our culture of open and flat communication regardless cultural backgrounds etc.

2) Soekershof will never be a mainstream attraction and we do not intend to grow into a tourist trap. On the other hand profits have to be generated in order to survive. Most South Africans know Robertson as a wine producing area and what more: "Free wine tasting". Of other activities in Robertson and surrounds most people have never heard. With other words; the region as a total all in tourist destination is very much undermarketed. The local tourism bureau is situated in the building of the Wine Trust, etc. It's with other words subsidised to promote wine cellars and their accommodating members. It's also the reason we are not a member (anymore); why putting annualy 800 Rand in an organisation that does not promote everything? As non-wine producing and not locally owned entity we are fully on our own in promoting ourselves and with us this beautiful valley as a destination with unexpected surprises. (google: Soekershof things to do in Robertson). But alone it's difficult. An initiative of the Boland Districts Council to promote 'other things to do' stranded because of non-co-operation ....

If there is anyone out there who can provide us with sound advice we'll be very gratefull!

Fireside Chat

How to improve customer service quality using RATER - Responsiveness, Assurance, Tangibles, Empathy and Reliability

storytelling — Mon, 06 Jul 2009 09:23:00 -0600

A number of research projects have suggested key areas to attend to if you are interested in improving the level of the service that you provide. These models suggest that of good customer service includes Responsiveness, Assurance, Tangibles, Empathy and Reliability or RATER for short. While there are commonly acceptable meanings for these terms, it is important that organisational participants be provided an opportunity to create their own definitions and meanings specifically in the context of your organisation.

Responsiveness means:

Prompt service to customers
Willingness to help customers
Readiness to respond to customers' requests
Going out of the way to make customers happy
And specifically in our organisation, responsiveness means to perform well on ________________________

Assurance means:

Employees who instill confidence in customers
Making customers feel safe in their transactions
Employees who are consistently courteous
Employees who have the knowledge to answer customer questions
And specifically in our organisation, reliability means to perform well on ________________________

Tangibles Means:

Modern equipment
Visually appealing facilities, uniforms, memory devices
Employees who are neat and have a professional appearance
Visually appealing materials associated with the service
Convenient business hours
And specifically in our organisation, tangibles means to perform well on ________________________

Empathy Means:

Giving customers individual, personal attention
Employees who deal with customers in a caring fashion
Having the customer's best interest at heart
Employees who understand the needs of their customers
And specifically in our organisation, empathy means to perform well on ________________________

Reliability Means:

Delivering services as promised
Dependability in handling customers' service problems
Performing services right the first time
Providing services at the promised time
Keeping customers informed about when services will be performed
And specifically in our organisation, reliability means to perform well on ________________________

KM & Communications

Managing service quality

storytelling — Mon, 06 Jul 2009 04:53:57 -0600

No matter how much we're tempted to judge service quality from our own point of view, it is only the customer's opinion that counts. Any judgement of service quality is irrelevant unless made by the customer. So what creates the sense of good or bad service? Can the customer 'service experience' be managed and if so, how? Consumers and tourists are becoming increasingly discerning and expecting more for their money and it seems that service providers who are proficient in managing their clients' experience can benefit significantly, especially in tight economic times. And some of these principles are applicable are as applicable to government service delivery as they are to hotels, restaurants, retain and any other space where there is an interraction between client and service provider.

In order to be able to give good service, you need to clearly define what good service means in the context of your organisation. Simultaneously, you need to create a clear idea of what good service delivery might mean from the customer's perspective. Particularly, what cues would the customer be paying attention to that would create the impression they were receiving good service?

A number of different service quality models suggest that Assurance, Empathy, Tangibles, Reliability and Responsiveness are all vitally important in how we understand of service quality. By focusing on doing those things that the customer feels is important, we can improve the way the service (and by extension, the service provider) is perceived; we can manage client perceptions.

Ask regularly – Am I empathetic, reliable and responsive? Do I give assurance and highlight the tangibles? No matter what you do within your organisation, you are someone's customer and, at the same time, you also have your own customers. Giving good customer service is a combination of art and science.

Knowledge Creation Questions

How do we talk about the customer? What words do we use to describe the customer?
What stories do we share about our experiences with customers?
Is there scope for improvement in the relationship? How could the relationship be improved? How could we measure improvement?
What points of contact do we have with the customer that may 'tell' the customer about who we are and what level of service they are receiving?
What is the customer saying about us? How would we know?
What would we like the customer to say about us?
How do customers perceive and evaluate service quality?
What are managers’ perceptions about service quality in this organisation?
Do discrepancies exist between the perceptions of customers and those of managers?
Can perceptions of workers, customers, supervisors and internal services be combined into a general model of service quality for this organisation?
How can we improve customer service and achieve excellence?
Is there a standard for what we are trying to measure? Who has done this before?

Steve Banhegyi
steve@storytelling.co.za

Tourism Knowledge SIG

Mapungubwe: the first state in Southern Africa?

steved — Thu, 25 Jun 2009 03:05:58 -0600

PHYSICAL EVIDENCE

Located south of the Shashe and Limpopo rivers, the ruins of Mapumgubwe constitute a rich and important archaeological site (Fig 1). Its wealth of finely crafted physical artefacts attest to highly skilled pre-Shona craftsmen and implicates a society rich both in its culture and complexity. Of the graves excavated at the site three were found to contain bodies buried in the sitting position, indicating their royal status (www.metmuseum.org). Huffman (2008 a) suggests that the evidence at Mapungubwe indicates what would be the earliest known state in Southern Africa. Mapumgubwe enjoyed a short and difficult existence, flourishing briefly before being abandoned (ca. 1050-1270). Years of drought during the period in question proved itself to be a catalyst for social reorganisation, and tested the resilience and ingenuity of those at Mapungubwe. The environment had changed, pushing humans to their creative edge, where intelligence seeks new solutions to old problems. It is suggested that the society itself had to become complex in order to survive, exploiting an ancient trade economy to sustain itself. In this instance there is no definitive prime mover to describe the shift in cultures. Rather several critical factors such as long-distance trade, accumulation of wealth, ideological exchange and climatic change will be shown to influence cultural discourse in the region (Huffman 2008 b). In essence the spark of social complexity was born from a willingness to survive adversity, to engage with new solutions and behaviors, for mans intelligence to save his mortal self.

ARGUMENT

It will be shown that Mapungubwe is as of yet, the oldest known state in Southern Africa. In order to justify this argument several factors will be stressed. Firstly pre Mapungubwe societies will be examined in terms of their social organisation to establish the absence of a nation state. Primarily the case of K2 shall be used as a reference point to contrast against Mapungubwe, in terms of social ordering, political organisation and overall complexity. It is important to remember that this comparision will be used to illustrate the transition between the two cases, K2 being Mapungubwe's predecessor. This will demonstrate the evident cultural shift that qualifies Mapungubwe as the first known state in Southern Africa. Secondly the criteria of social complexity will be examined. This will be done to establish guidelines to describe conditions of social complexity, providing a checklist with which we may examine Mapungubwe as a state. Mapungubwe will be shown to be the earliest known state in Southern Africa, validating the most current archaeological research.
SOUTHERN AFRICAN CIVILISATIONS

PRE-MAPUNGUBWE

Iron Age archaeologists use trends in pottery to establish a chronological relationship between sites in terms of styles and cultural trends as expressed in ceramic design. This has been of particular use in identifying iron age Bantu migrations in the African interior (Huffman 1989: 1-10). The site known as K2 serves as a comparative predecessor to Mapungubwe, and is a convenient reference to contrast their respective belief systems and social organisation. Of all the Bantu language groups in Southern Africa Shona was the only language to have grown out of the middle Iron Age, whilst others were introduced from West Africa (Huffman 2007).

COSMOLOGY

Like other southern African settlements of the early and middle Iron Age, the structures at K2 were organised in what is referred to as the Central Cattle Pattern (CCP), prevalent among the early Sotho and Tswana peoples of the Middle Iron Age. The cattle enclosure or kraal at the center of these settlements alludes to the importance of livestock as a measure of wealth. Indeed ethnographic evidence both antiquated and current suggests the importance of livestock as a medium of exchange, famously demonstrated in practices such as lobola (Morris 2005: 3- 4). This central area was seen as a mens area, where male activities concerning livestock and meat were centralised, influencing social interactions around this measure of power. This land was considered to be ancestral, acting as a focal point of material wealth represented by cattle and grain bins. However it was also an area where power could be exercised through the courts (Huffman 2007). This would be done to settle disputes and maintain social order within the society. The area around the cattle kraal was considered to represent the female, containing walled kitchens belonging to the women.

ORGANISATION

These social relationships reflected in structural orientation thus formalise interactions between genders and provides physical evidence of social roles and gender relations in the Middle Iron Age (Whitehouse 1998: 223-224). The arrangement of structures around the enclosure were planned in accordance with cosmological beliefs. Such organisation stresses the relationship between cosmological forces, social relationships and cultural behaviour. The front area of the settlement represented the public, open and common area of the settlement. Conversely the back of the settlement represented the private, secluded, sacred and authority. The administration of such CCP societies were conducted by a head chief. The System of social organisation was patrilinial, implying that ones position in society was determined by their blood relation to the ruling chief (Shaw and Jameson 2002: 27-28). As such ones social position or importance in such a society was not a fixed 'state' but rather in flux, and could change with the appointment of a new chief. In order to fully understand the magnitude of the shift between K2 and Mapungubwe one must also engage with the tradition of rain making and its relationship to the arid conditions that ushered in the transitional period (Huffman 2008b).

RAIN MAKING

Traditionally rainmaking had been a professional vocation which required specialised training. famously the indigenous San or Bushman culture made use of arcane rain making techniques preceding the introduction of Bantu pastoralists into the South African interior. The piecing together of San beliefs and cultural practices has been limited to physical evidence -paintings in secluded rock shelters and outcrops- and contemporary ethnographic literature on surviving San groups in the Kalahari and Botswana (Lewis Williams 1978: 124-128). The importance of rainmaking for the middle Iron Age communities became important with the introduction of grain foods such as sorghum and millet. The practices of rain making were effectively outsourced to specially trained mystics and shaman who would be mediated by the chief. The introduction of grains such as Millet and Sorghum heralded an agricultural revolution among the iron age Bantu speaking people. The years of drought during the transitional period can be seen as a turning point both for social organisation and accounts for differences in rain making which later manifested itself at Mapungubwe. Hills, koppies and rocky outcrops had long since been used as special sites to conduct rain making rituals (Chippindale and Tacon 1998: 73-75). But it is the migration from K2 to a permanent rain making site (Mapungubwe) that indicates a radical shift in human behaviours, organisation and beliefs which gave rise to the first southern African state (Fig 2).

SOCIETY, COMPLEXITY AND MAPUNGUBWE

Complexity is a relative term, but definitions and distinctions between levels of complexity are based upon solid conditions. Primarily a key condition for the establishment of a complex society is the accumulation of a food surplus (Johnson and Earle 2000: 225). Because of this, agriculture is seen as a necessary precondition for the establishment of a city state. Karl Whittfogel famously drew the correlation between surplus and the control of water, defining the concept of 'Hydraulic Civilisations' (www.riseofthewest.com). He would of perhaps marveled at the at how Mapungubwe sought to secure its access to water; through divination. Realistically Mapungubwe's proximity to the Shashe and Limpopo rivers fits a well known trend for complex societies the world over -proximity to clean, flowing water, usually rivers. Physical evidence at the site also supports the presence of a food producing populous who would live separately from the elite and royalty who lived at Mapungubwe's apex.

The word state implies a fixedness or stability in political and social organisation, and ideology. The presence of a priestly class, and the legitimation of rule by hierarchy are seen to create solid social stratification, separating an elite superstructure from its base of subservient commoners and food producers. The presence of surplus allows for non-food producing citizens to become skilled artisans, craftsmen, metallurgists, specialists and merchants (Johnson and Earle 2000: 254-258).

“Anthropologist Robert Carneiro (1970) defines the state as an autonomous political unit, encompassing many communities within its territory and having a centralized government with the power to collect taxes, draft men for work or war, and decree and enforce laws... it is the notion of a centralized government that distinguishes the state from the decentralized type political organization. States represent highly complex organizational structures that function to control large societies... States represent a major departure from earlier kin-based societies” (www.mc.maricopa.edu).

In contrast to the patrilinial leadership at K2, Mapungubwe's social stratification is echoed in its architecture. The presence of decorative patterning and walls at Mapungubwe's rise indicate a section reserved for royalty and the elite(Fig 3). Given the dire circumstances posed by climate change the king took on a divine role as intermediary between the physical and the spirit. Among his duties as a messenger to Mwari (God) and the Ancestors, the King was also charged with rain making, his palace itself was built upon a rainmaking site at the hills rise (Mitchell 2002: 319-320). This constitutes sacred leadership, adding further evidence for Mapumgubwe adhering to factors necessary for a state to arise (hdl.handle.net).

The artefacts found at Mapungubwe contrast with those found at other middle Iron Age sites, testifying to the presence of skilled artisans. Most famous of these is the iconic golden Rhino recovered at the site (Fig 4). Both settlements had been involved with the ancient trade networks that crossed the south east of the continent and the Indian ocean (Grigorova et al. 1998: 99-100). But it is suggested that the commodities in which they traded were vastly different. Its forerunners would have relied heavily on trading unworked natural resources, such as iron, gold, hides and ivory. Mapungubwe would produce high quality aesthetic products in addition to basic commodities, demonstrating the presence of artisans. The presence of glass beads at both sites indicate a rare and auspicious form of commodity introduced through trade that had grown popular due to its novelty. Trading with far flung places such as Egypt, India, China and Indonesia opened new possibilities for the exchange of technology, beliefs and commodities. The contents of the royal graves found at Mapungubwe contained a wealth of grave goods, including ornate figurines and thousands of imported glass beads (Fig 5). This indicates a manifestation of class, political power and disproportionate allocation of wealth as a result of trade and tribute. The centralisation of goods, food and power under the ruling elite allowed for greater levels of complexity to be achieved.

CONCLUSION

Based on the physical evidence recovered from the site one may acknowledge that Mapungubwe is the oldest known state in Southern Africa. Its complex political organisation as reflected in its architecture surpasses that of previous kinship based chiefdoms and qualifies it as a state. Agriculture, food surplus and tribute allowed for a complex society to emerge. The presence of class divisions and hierarchical rule under kings and a royal elite further substantiates its apparent complexity. The physical evidence of the site itself and the artefacts recovered further attest to its grandeur and its importance as an economic trade hub. The presence of such finely crafted goods that originated at Mapungubwe indicate the presence of artisans and specialists. There is no doubt that Mapungubwe may be accurately qualified as the earliest known state in southern Africa. Although the city did not last long due to harsh droughts it remains important as a find and its influence on subsequent complex societies in the region, such as Great Zimbabwe. Years of drought during the period in question proved itself to be a catalyst for social reorganisation, and tested the resilience and ingenuity of those at Mapungubwe. The environment had changed, pushing humans to their creative edge. It is suggested that the society itself had to become complex in order to survive, exploiting an ancient trade economy to sustain itself.

APPENDIX A

REFERENCES

Aplay, A. 2001. Mapungubwe (ca. 1050–1270). (Consulted May 2009) www.metmuseum.org/toah/hd/mapu/hd_mapu.htm
Chippindale, C. Tacon, P. 1998. The Archaeology of Rock-Art. Cambridge university Press. Pp. 73-75.
Grigorova, B. Smith, W. Stülpner, S. Tumilty, J. A. 1998. Fingerprinting of Gold Artefacts from Mapungubwe, Bosutswe and Thulamela. In Gold Bulletin 1998, 31(3) Pp. 99-100.
McEdward, M. 2007. Sacred Powers and Rituals of Transformation.(Consulted May 2009) http://hdl.handle.net/123456789/2083
Huffman, T 2007. Handbook to the Iron Age. University of Kwazulu Natal Press, Scotsdale.
Huffman, T. 2008. a. Mapungubwe and Great Zimbabwe: The origin and spread of social complexity in southern Africa. in Journal of Anthropological Anthropology
Volume 28, issue 1. March 2009. Pp. 37-54.
Huffman, T. 2008. b. Climate change during the Iron Age in the Shashe-Limpopo Basin, southern Africa. In Journal of Archaeological science. 35(7): July 2008. Pp.2032-2047.
Huffman, T. 1989. Iron Age Migrations. Witwatersrand University Press: Johannesburg. pp. 1-10.
Lewis-Williams, J.D 1978. Eland Hunting Rituals Among Northern And Southern San Groups: Striking similarities. In Africa 48(2): pp. 117-134.
Mitchell, P. 2002. The Archaeology of Southern Africa. Cambridge University Press. Pp 319-320.
Morris, M. 2005. Indigenous Knowledge Systems (IKS) and the teaching of history: case studies in a museum archaeology context. (Consulted May 2009). http://www.museumsnc.co.za/aboutus/depts/archaeology/pdf/IKS.pdf
Shaw, I. Jameson, R. 2002. A Dictionary of Archaeology. Eds. 6. Wiley-Blackwell. Pp 27 – 28.
Types of Societies (Consulted May 2009). http://www.mc.maricopa.edu/dept/d10/asb/anthro2003/glues/societyintro.ht...
Whitehouse, R. 1998. Gender in African Prehistory. In African Archaeological Review. 19(4): December 2002. Pp. 223-224.
Wittfogal on the hydraulic civilisation. (Consulted May 2009). http://www.riseofthewest.com/thinkers/wittfogel05.htm

Tourism Knowledge SIG

4 steps to exploring social media

KMAadmin — Sat, 13 Jun 2009 00:09:05 -0600

If you are new to social media and are still exploring the area, here are 4 steps to help you get the best out of it:

Step 1: Explore - search & browse for content that interests you. Find out where your friends, colleagues and peers spend their time on the web. Particularly look for notable commentators and figures in the area in which you are interested, subscribe to their personal blogs and follow the comments and conversations.
Step 2: Understand the space. The social media space has its own set of informal rules often termed 'netiquette' (the etiquette of the 'net). The fundamental idea is to treat others in the way that you would like to be treated - be polite, firm, honour your commitments and be consistent across all the networks that you choose to belong to. Also, commit to prompt feedback-there is nothing stranger in an electronic world than people who takes weeks to respond to an email. Also remind yourself anything you do on the 'net that can be directly traced back to you will speak volumes about 'who you are'; this image will either attract of repel potential contacts.
Step 3: Ask intelligent knowledge creation questions and give prompt feedback - you can do this by voting on content and by adding your own comments or even feeding back on other comments thus further stimulating a conversation. Also, while you can explore ideas, never attack (or 'flame' in internet language) people or groups.
Step 4: Contribute - start creating, editing and enhancing the KMAfrica.com knowledgebase. All our content is fed to a variety of knowledge-related sites and newsfeeds and so it creates awareness and interest. Use your personal blog and the SIGS to highlight your projects and interests and get feedback from other members. Find ways to tell your own story in creative ways using diverse media.

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