Between Smart Mobs, InstaMobs and complexity theory's swarms, there's plenty of attention these days on how people cluster around activities. During discussion about adaptive service organizations at a small conference this week run by Greg Oxton of the Consortium for Service Innovation, Steve Young (of Dexterra) described dysfunctional swarming as similar to how young kids play soccer -- all jammed around the ball. Several companies had seen that kind of behavior when customer support problems escalated. Efficient swarming is more like a great soccer team, where the members know one another's roles and strong points, and they spread out, making room for plays. Ah, an organic sports metaphor. Speaking of soccer, does Real Madrid really need Beckham? posted by Jerry Michalski at 10:43 AM