Good post!

If you’re interested in a toolkit for mapping how various stakeholders use forms and their requisite systems to negotiate their way through rules and organizations, I highly recommend Clay Spinuzzi’s little Topsight book.

In it, he shares a process, toolkit and insights into why diagnosing and fixing information flows in organizations is so tricky. I’ve used it, and it certainly made it easier to uncover the forces at play, and identify opportune paths for improvement.

http://clayspinuzzi.com/book/topsight/

Keep up the good work!