Archive for April, 2009

I will be a panel speaker the University of Pennsylvania’s Wharton Interactive Media initiative next month discussing how Web 2.0 is creating new challenges for CxOs in how they manage technology. To prepare, I am starting a series of posts on the challenges I face day-to-day on this (and how they are different from the Web 1.0 world)…

FAQs are most natural, intuitively social way to share knowledge and provide support. However, they are next-to-impossible to manage at enterprise scale. By harnessing the power of Enterprise 2.0, you can build Interactive FAQs that scale and quickly response to needs of your staff and customers – adding a new level to customer care and internal support…

I would like to thank Nancy DuVergne Smith for adding me the “Slice of MIT” alumni association blog and blog roll…

A key blogger I follow (and who occasionally writes about my work) just posted on Twitter that his email service provider is down. It reminded me an idea for a Business Service to PRO-ACTIVELY enhance service delivery (not just reactively responding to calls, emails and tweets)…