I was helping Sonia, my mother-in-law, move into her new apartment over Christmas, and we came across the document shown in a file dated 1996. It really shows that we have been struggling with "innovation" for quite a while and we still have't really worked out how to innovate in a way that is consistently effective, engaging or rewarding for those involved! As we have worked with our clients it has become clear that everyone wants to be more "effective" and "efficient" and