"[...] a great deal of design activity goes on in organizations which is not called design. It is carried out by individuals who are not called designers and who would not consider themselves to be designers. We have called this 'silent design'."
Silent Design is a key concept in my research of service design, as it describes exactly what happens during/after stakehoder's encounter with the design team.
The shame is that I only got this report on the Pilot study in the first year of their three-year project... wonder anyone knows what happened afterwards? It would be very interesting to have a look at the final results and conclusion they got for the whole project. Have anyone got any other publications from Gorb and Dumas on Silent Design around 1990s? Also I guess this report on Design Studies is out of print now as well... I have a scaned PDF copy and not sure if it is legal to spread it online... If you are looking for this report for research and learning purpose, please give me a shout here and I will email you :)