Bringing social networking into your IT strategy?
by Manish Chandak on June 28th, 2010
We are beginning to see organizations trying to provide some social networking tools within the enterprise to enhance customer-company communications. With growth in collaboration platform tools, social tools don’t need to be one-off projects; they can be an integrated approach to your customer experience strategy. The concept of bringing “social within the organization” is probably a matter of when, rather than if. We have seen this evolution with email and then with instant messaging tools. They all started in the consumer space and most organizations were skeptical of their internal value. Today email is a critical business tool and most organizations have adopted presence and instant messaging. Current communication tools and collaboration platforms are already integrating these capabilities. One good example is the integration between LinkedIn and Microsoft Outlook. Another is the pervasive use of wikis or content management within SharePoint.
Within social tools, wikis and blogs have already been well accepted; we are particularly seeing a broad usage of wikis. But this is still a very structured use that is easy for most organizations to envision. The bigger change is with unstructured social tools – activity feeds, employee profiles, walls and statuses. These are being leveraged in some organizations to create a bond between formal groups and special interest groups. Informal groups are being formed based on subscriptions and interests.
I am interested in seeing how well these tools get adopted by our clients. So when do you think your organization will introduce these tools and if you have already adopted them, how have they changed the way employees interact?
Communications-Enabling Business Processes for Improved Customer Experiences
by Manish Chandak on May 18th, 2010
The power of communication if often underestimated. Often times in the workplace, processes are unnecessarily lengthened by the inefficiency of the individual tasks. Regardless of where the bottleneck occurs, these hiccups in the operation affect the entire company. Creating new windows of communication in the enterprise streamlines the simplest tasks and allows for better usage of the employee’s time and in turn – better serving your customers.
Communications-enabled Business Processes
by Manish Chandak on May 12th, 2010
Enterprise 2.0 applications will increase productivity in the enterprise workplace, accessing data from various sources, enhancing user interfaces and related back-office elements and embedding real-time communications for greater personalization, increased collaboration and unprecedented efficiencies.
By embedding communications and collaboration into enterprise applications, companies will not only be able to significantly reduce human latency in business processes, but they will be able to leverage information across different functional areas and throughout their customer and partner ecosystems. The possibilities are boundless.
Improving the way companies communicate internally and externally with their customers is an important objective for all organizations. This blog is focused on levaraging the collective knowledge withing Aspect.