Value networks address two basic types of deliverables: Tangible and Intangible. The way the terms are used here is a bit different than the way they might be used in other methodologies. It is easy to confuse “tangible” with “physical” — and “intangible” with non- physical. As noted earlier, however, the distinction between physical and non-physical forms of capital, products, and services is becoming irrelevant. Therefore we define these two types of deliverables in the following way:

Tangible deliverables are all those that directly support production and delivery of Goods, Services, and Revenue or Funding. Another way to think of this is that Tangible Deliverables and exchanges are Transactions that are contractual or mandated. In other words if you don’t deliver these things, you don’t get paid or someone is going to want their money back. Tangibles include all Transactions involving contracts and invoices, return receipt of orders, request for proposals, confirmations, or payment. Tangibles would also include the business transactions required to deliver or execute core goods and services. Knowledge products or services that generate revenue or are expected as part of service (such as reports or package inserts) are part of the Tangible value flow of goods, services, and revenue. A simple way to think of Tangible value is that it is contractual — it is part of the service or good that is paid for and normally expected.

Intangible deliverables are all the little “extras” such as certain kinds of knowledge exchanges, favors, and benefits that build relationships and keep things running smoothly. No one pays for these Intangibles directly and they are almost never contractual, but they are still critical to support the business transactions and processes.

Knowledge exchanges include strategic information, planning knowledge, process knowledge, technical know-how, collaborative design, policy development, etc., which flow around and support the core product and service offerings. They are very specific, and occur or begin at identifiable points in time in the course of a typical scenario.

Benefits are advantages or favors that can be extended from one person to another. Examples might be offering to provide political support to someone. Or a research organization might ask someone to volunteer time and expertise for a project in exchange for an Intangible benefit of prestige by affiliation. These are Intangible “products” or “deliverables” or “benefits” that can be exchanged, as indeed people can and do “trade favors” to build relationships.