Beauty is the new must-have feature – “I’m predicting that we’ll start to have a non-functional requirement around making beautiful experiences when we build systems, and that we’ll be rubbish at it when it happens.”
Follow Finder by Google – “Follow Finder analyzes public social graph information (following and follower lists) on Twitter to find people you might want to follow.”
Enterprise 2.0 and improved business performance – “Despite growing evidence, which I’ve presented here and elsewhere, there still remains for many people a real question about the overall ability of social software to improve how organizations get things done.”
Why does government struggle with innovation? – “If innovation is becoming a core attribute required by government organisations, merely to keep up with the rate of change in society and the development of new ways to deliver services and fulfil public needs, perhaps we need to rewrite some of the rulebook, sacrificing part of our desire for stability in return for greater change.”
The Biggest Obstacle to Innovation – “There are many candidates for the biggest obstacle to innovation. You could try lack of management support, no employee initiative, not enough good ideas, too many good ideas but no follow-through just for starters. My nominee for The Biggest Obstacle to Innovation is: Inertia”
An interesting development is the way social (in other words, anything ‘2.0’) technology is influencing traditional corporate IT. Despite not having an IT background myself, I find this stuff fascinating.
CRM (Customer relationship management) systems are no different, and an awful lot of talking, writing and developing is going on around the idea of ‘social CRM’.
The Altimeter Group have published a report including several case studies about social CRM, which is rather a good, thought-provoking read. Jeremiah Owyang, in his blog post announcing the report, says:
We know that customers are using these social technologies to share their voices, and companies are having a very difficult time to keep up.
I think the same could probably be said of citizens and governments.
From the report’s exeutive summary:
Social CRM does not replace existing CRM efforts – instead it adds more value. In fact, Social CRM augments social networking to serve as a new channel within existing end-to-end CRM processes and investments. Social CRM enhances the relationship aspect of CRM and builds on improving the relationships with more meaningful interactions. As the ‘Godfather of CRM’, Paul Greenberg notes, “We’ve moved from the transaction to the interaction with customers, though we haven’t eliminated the transaction – or the data associated with it… Social CRM focuses on engaging the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted and transparent business environment. It’s (i.e. Social CRM is) the company’s response to the customer’s ownership of the conversation.”
In the afternoon – at about 5pm – I’ll be discussing the use of social tools behind the firewall as part of the Enterprise Social Media Forum, in a session called ‘The integration of social business software with Social Media feedback to building your business and brand’.
Other sessions I’ve spotted featuring friends of DavePress are Ingrid Koehler, who will be on a workshop panel discussing the impact of social media on elections, at about 11am, and Jemima Gibbons, who is discussing how to write the case for using online communities in business, sometime in the morning (it’s not quite clear on the agenda – PDF warning).