The friction project: how smart leaders make the right things easier and the wrong things harder

Part I: Setting the stage. Introduction: Why friction is terrible and wonderful, and how you can fix it

Our friction project

Part II: The elements friction fixing. A trustee of others' time

Friction forensics: The easy way or the hard way?

How friction fixers do their work: The help pyramid

Part III: The friction traps: Intervention points for friction fixers. Oblivious leaders: Overcoming power poisoning

Addition sickness: Putting the subtraction mindset to work

Broken connections: On preventing coordination snafus

Jargon monoxide: On the drawbacks and (limited) virtues of hollow and impenetrable babble

Fast and frenzied: When and how to apply good friction

Part IV: The wrap-up. Your friction project.