As established markets broke up into a “zillion micromarkets,” “new knowledge was desperately needed to fuel this expansion, and this is when companies discovered what workers had long suspected but never talked about except in the washroom: management didn't know its ass from a hole in the ground (p. 160).

Command and control is widely perceived as dysfunctional, but it's a hard-to-break habit. Many business leaders are well aware that bureaucratic hierarchy works against needed knowledge and communication, yet inertia is a powerful force (p. 162).

What can business do?

Figure out who knows what’s going on.

Start listening.

Understand resistance to the “unmanageability” of the Web

Embrace “unmanageability” of the Web

Relax, have a sense of humour, find your voice and use it, tell the truth, don't panic, enjoy yourself, be brave, be curious, play more, dream always, listen up, rap on (rap on?)...