Dovetail Software Blogs: The Knowledge Network
“In
the continual search for growth and new markets, companies can look to
their own internal networks to find huge, untapped potentials for
creating new wealth. The riches of its own knowledge network lie
waiting for any company that has the ability to mine it.”
High-Tech Learning for Low-Tech Employees
“We have a new class of employees, and the notion they are less savvy is wrong.
“In
the same way, when children (who play computer games in their free time
and learn what they’re interested in on the Internet) get to school,
they open a traditional textbook, listen to lectures and are totally
bored. They don’t internalize learning as it has been done
traditionally, and they intuitively recognize its limitations because
they have experienced better. They are not learning-disabled. Rather,
they recognize that most schools are teaching-disabled. Most workplace
training approaches are equally inadequate in maximizing the potential
of the learner.”
The New Face of Workforce Integration
“The
objective was to strengthen the integration point between the service
desk workforce that receives a customer inquiry and the assignment
group workforce that resolves and enhances service.
“Although
the information system can handle part of the support for the new
customer service process, the technology by itself will not produce the
behavior change needed.
“So, Symcor’s ongoing customer
experience transformation program also involves a change management and
training program. The training is focused not just on skills but on new
ways to integrate the work patterns of the two groups, encouraging more
open communication and responsiveness as they work together to resolve
a common issue or challenge.”
Next-Gen Customer Service?
“Now I am thinking this is how customer service should work.
“Let
me deal with a named person. With a specific phone number and a voice
mail (and preferably email). Give me access to as much product and
customer information in the system as the rep has access to- two sets
of eyes are better than one. Empower them to escalate for approvals,
rather than rotely say no. Have executives who think about life time
customer revenue maximization not just profitability of the next
transaction.
“What’s so rocket science about this? The fact that is seems to happen so infrequently these days.”
Global Intranet Strategies Survey Results
“The
intranet has entered maturity as a primary information tool. However
its value as a productivity and collaboration tool is not yet fully
established, and its potential for creating business value is far from
being understood. Whereas 52% responded “absolutely” on the first
point, a mere 2% said the same for the last point.”
Collective Wisdom … Through Wikis and the wiki Way
“Ann mentioned a number of different reasons as to why wikis may just well be that quasi-perfect collaborative and knowledge sharing tool that you may have been looking for:
- Coordination across time zones (vs. chat)
- Service entire enterprise of collaborators (vs. groupware)
- Encourage diverse knowledge sources (vs. portals)
- Allow lurkers (i.e. non-contributing readers) from anywhere
- Hi knowledge organisation and maintenance (vs. discussion forums)”
Google’s three rules
“Google’s
IT capabilities are a modern wonder of the world. Underneath the
complexity though are just three simple rules. Rules that no enterprise
data center (EDC) would ever think of following.
“Cheap
also means things break. And when you’ve got several million servers,
lots of things break every day. Get over it. Google expects failure and
builds recovery into the software layer that connects the cheap kit.
“The EDC
buys low-volume kit that tries to engineer-out failure. Google gets
uptime by building failover on top of the hardware, not into it.
Today’s data center guys break out in hives just thinking about it.
Twenty years from everyone will do it that way, but not today.”
Reprise of the Golden Rules of IT
“Although
there would be some that say the cautious approach codified in these
rules no longer are helpful, most IT executives would counter by
saying, ‘maintenance is a very large part of our IT budget” and that
“we need to be very prudent when making major changes.’”
