All in Customer Communication
Realistically it’s also impossible to control what people say online about companies. Just type the name of any large company into the Google search engine followed by the word “sucks” and you’ll see what I mean.
Selling new tools is easy. Figuring out how to orchastrate all the resulting business process changes — including better coordination in customer support management — is more difficult.
It’s no secret that mobile technologies are disrupting traditional IT management approaches. Industry analysts such as Gartner acknowledge this. But what’s the link between the public’s increasing use of mobile technologies and the governments agencies at all levels are making their programs — and their data — more open and accessible?
Making sure that a meaningful org chart is available, precisely because it is a public statement about responsibility, might just be one of the simplest and most direct methods we have for promoting government program transparency and accountability.
A major assumption is that “practices” needing improvement will actually stand still long enough to be measured, modeled, compared, then improved. That may not be a good assumption to make.
I’m impressed with the U.S. Environment Protection Agency’s mobile web site.
Back in August I posted “Let’s Stop Talking about ‘Social Business’” where I made the following statement:
I agree with a lot of what Brian Solis says in The End of Social Media 1.0 especially this statement:
As a consultant I’m always on the lookout for my next gig. Lately I’ve been researching government contractors and consulting companies in the DC area. This is what I’m looking for as explained last week on GovLoop and Google+:
I recently had an opportunity to provide an updated definition of “web 2.0” for a project I’m consulting on. The project, managed by the National Academy of Engineering (NAE), is called Changing the Conversation: From Research to Action. “Web 2.0” is one of those terms that just won’t die. Even as some have tried to invent and sell newer-sounding terms like “web 3.0,” there are still many for whom the underlying concepts of “web 2.0” and social media are new, unfamiliar, or ready to be revisited after an initial or limited exposure.
I found Going overboard with Social CRM by Gartner’s Michael Maoz to be a discouraging read.
Sometimes I need to be whacked on the side of the head to keep things simple.
In How the Trends of 2000-2009 Will Shape Performance Improvement in This New Decade, Debashis Sarkar, a writer for Six Sigma & Process Excellence, lists as number 1 the following trend:
Do you really need a blog if you already use Facebook? Listen to what Richard Musson, vice-president of marketing for Labatt Breweries of Canada, said recently when asked about using social media to support the launch of Bud Lite Lime in Canada:
So how are we doing in terms of increasing public involvement in creating, assessing, and commenting on public policies?
My survey-based report Web 2.0 and Sales Process Management is now available in its published form via The Customer Collective and Social Media Today.
The “white paper” published by the Federal Web Managers Council in November of 2008, Putting Citizens First: Transforming Online Government. A White Paper Written for the 2008 – 2009 Presidential Transition Team, contains a series of common-sense recommendations that are clearly stated — and deceptive in their simplicity:
Maddie Grant’s recent comment about everyone in an organization having responsibility for “community management” is a good one:
In Five Challenges Government Faces When Adopting Web 2.0 I wrote about the need to consider the cost impact on the organization of hiring additional “community managers” to support the addition of social media and social networking to overall customer support operations: