1.2: Collaboration
Address complex issues collaboratively. Other Information:
This involves overlaying systems of record with systems of engagement, initially in the form of community threads, wikis,
blogs, or the like. These become information exchange vehicles that leverage both the wisdom of experts and the wisdom of
crowds. By linking them to systems of record, particularly in a technical or customer support context, enterprises can dramatically
improve the timeliness and effectiveness of their responses to customer issues. There is an issue about community “tone of
voice” that must continually be monitored, with “flaming” messages being isolated, and violators being held accountable. And
there is additional technology required to make sure searches span the full complement of resources to return the best possible
answers. But overall, this is proving to be a good no regrets move for many early adopters.
Indicator(s):
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