William Foote Whyte on Knowledge

"In addition to interviewing and participating, we spent a good deal of time in observing the interaction of the various people who make up the restaurant organization. For example, we observed waitresses getting their food from service-pantry girls and picking up drinks from bartenders, and we stood with the checker while she checked the waiters’ orders as they left one kitchen we were studying."

"I must confess at the outset that I never felt at ease in dealing with Smith. Perhaps my insecurity stemmed in large part from my youth and lack of much previous experience in dealing with management people. Beyond this, Smith was known even to his associates as “a hard fellow to get to know.” He did not encourage informality. My meetings with him were generally held in his office, with an atmosphere of strictly business. Even when we had lunch together, the businesslike atmosphere prevailed. Had I been able to see him more than once a month, it might have been possible to reduce these barriers, although I am convinced that much of the problem would still have remained."