Dovetail Software Blogs

Dovetail Software Blogs: Dovetail Software Knowledge Management

“Knowledge management is an easy area for the enterprise to achieve mediocre attainments, and this is because technology is only part of the story. The way you deploy and integrate the system with internal and customer-facing processes is equally important, one of the keys to best practice.”

Microsoft readying Channel 8

“While rumors swirl that Microsoft might be considering buying FaceBook, the company is continuing to build out its own family of blogs, wikis, video and other community-outreach tools to connect with current and potential users.”

Enterprise 2.0 – We, The Producers, Finally Making It Happen!

“Would you prefer 20,000 employees weblogging away about what they are passionate about from your business, sharing their expertise and knowledge and connecting with others, or would you rather have them continue to be a silo with their own computers not sharing even one half of what they know or have in their heads? Ever heard of that famous ratio where about roughly 20% of the Intellectual Capital generated is actually stored in knowledge repositories? Where is all the rest? Yes, indeed, in people’s heads and personal computers.”

VARs still have Long Reach in small business market

“In the small business market, ‘What people don’t want is a CRM. They want small business integration from a CRM core. They want a link to QuickBooks, they want a link to an online shopping cart, they want integrated service management, they want people in the CRM to see the invoicing and post history of customers. It’s called running the business.’”

Root Kit DRM company gets sued

“That is the basic lesson of the whole event, that altering how a computer works is going to end up costing companies money as soon as it is discovered. This also alters that landscape in regards to how damages are collected in DRM lawsuits should Sony prevail in this one. “

What is “business” architecture?

“So business and enterprise architecture are not radically different. Both disciplines architect information – they analyse the business or the enterprise through the medium of information. As such, many techniques are actually similar – we define principles, gather requirements, explore domains, develop models, design solutions, plan projects and programs, and implement changes. And all of this is done by gathering information, organizing information, and using information to manage complexity and change.”

Best of Both Worlds: Blending Live and Virtual Operators

“Automatic voice-response systems have made a dog’s breakfast of customer service, but with a cost saving ratio five times cheaper than a live operator, this technology is here to stay. So how does business make the best of both worlds? Companies cannot do without an automated voice response system, and neither should they be expected to, said Simon Nikoloff, managing director of customer service training provider KiwiHost. However, the challenges are considerable.”