I will be a panel speaker the University of Pennsylvania’s Wharton Interactive Media initiative next month discussing how Web 2.0 is creating new challenges for CxOs in how they manage technology. To prepare, I am starting a series of posts on the challenges I face day-to-day on this (and how they are different from...
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FAQs are most natural, intuitively social way to share knowledge and provide support. However, they are next-to-impossible to manage at enterprise scale. By harnessing the power of Enterprise 2.0, you can build Interactive FAQs that scale and quickly response to needs of your staff and customers – adding a new level to customer care...
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I would like to thank Nancy DuVergne Smith for adding me the "Slice of MIT" alumni association blog and blog roll...
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A key blogger I follow (and who occasionally writes about my work) just posted on Twitter that his email service provider is down. It reminded me an idea for a Business Service to PRO-ACTIVELY enhance service delivery (not just reactively responding to calls, emails and tweets)...
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