One of the discussion points in my dissertation research involves the distinction between knowing how to do things (i.e., perform a task) and knowing how to get things done. At the agency where I work, for instance, we lost Grant of the Superpowers some years back. Grant was our "purchasing guy": apart from knowing how to fill out paperwork, Grant also knew who to call if you needed a check cut on a day not in the cycle, how to get stalled paperwork off someone's desk and back into the system, and which vendors would most likely extend agreements without lots of additional rigamarole. He knew how to get things done, and unfortunately, when he left he took that with him. And we haven't recovered yet.
As we shift to global transactions and face the coming exodus of Baby Boomers from the workplace businesses worry about capturing tacit knowlege. We usually mean skills --how to do things--and so far we continue to struggle even with that.
How will we capture the ways to get things done?