This is a nuts-and-bolts guide.
Jacob Morgan provides the information, insights and a strategic framework you need to use emergent collaborative software behind your company‘s firewall to solve business problems, unearth new opportunies and to drive innovation.
This book is about enterprise 2.0. As defined as the use of emergent social software platforms by business in pursuit of their goals regardless of whether it is inside or outside the firewall.
Jacob Morgan is the principal and co-founder of Chess Media Group, a management consulting and strategic advisory firm on collaboration. He is the author of his new book “The Collaborative Organization,” the first strategic guide for executives and decision makers seeking to deploy emerging technologies and strategies in the workplace (published by McGraw Hill, due out June 2012).
4,5 stars on a scale 0-5.
In an earlier post I wrote about the inertia of some managers for investing in knowledge management.
In that post I made a reference to Kaplan and Norton’s Strategy Maps: Converting Intangible assets into tangible outcomes.
Jacob includes one – at least for me – essential part of it:
None of these intangible assets has value that can be measured seperately or independently.
The value of these intangible assets derives from their ability to help the organization implement its strategy…..
Intangible assets such as knowledge and technology seldom have a direct impact on financial outcome such as increased revenues, lowered costs and higher profits, Improvements in tangible assets affect financial outcomes through chains of cause-and-effect relationships.
Jacob and I agree completely with that statement.
The author claims that one can use the book as a guide for a one’s collaborative journey. One should utilize everything you can in this chapter and in the book, adapt it, change it and make it your own. Regular readers may see a similar approach as of my blog serve4impact: context, connect, construct and compact changes. But be cautious: the book has a technology focus. To really start your collaborative journey I would like to recommend Morton Hansen book on Collaboration and Andrew McAfee’s Enterprise 2.0.
I refer buying this book to anyone who is working in a knowledge intensive industry. As a manager or profesional. It is not limited to leaders for creating , implementing and adapting a strategy. Buy the book and do not read all of it. Check out your action points and start reading. As stated before, there is even more food of thougth (such as this fine reading list).
One flaw of the approach is that the approach of collaboration is limited at the enterprise level. Be aware of that.
But to mitigate that flaw, I will include some fine decks. Not for reading, but for creating action.
Decks and further reading
Senior executives are skeptical of the value of social software.
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Tags: Andrew Mason, Andrew McAfee, Apple, Arab Spring, Business, Business process, carol velthuis, Chess Media Group, Christine Lagarde, Collaboration, Company, EBay, Enterprise 2.0, Facebook, Good to Great, Hewlett Packard, Jacob Morgan, Knowledge management, Leadership, Management, Marché de La Viande, McGraw-Hill, McKinsey & Company, Personal development, Recovery and the way out of the crisis, recession and depression, Sheryl Sandberg, social, Social Enterprise, Strategic management, Vision, visionaries, vision things, trends
We have this debate running about social software and whether it’s, for the most part anyway, a set of features that should be embedded in other products / platforms, or long term stand-a-lone products.
- Michael Fauscette: The Three C’s of Social Business (serve4impact.com)
Tags: Because i like to share again and again, Front Office and Customer Service Operations, Knowledge management, Performance management, IBM, International Data Corporation, Michael Fauscette, NewsGator, social, social crm, Social CRM and social business, Social Enterprise, Social media
Recently I was talking with a client about one of his employees and customer service. The day before I had presented the Moments of Magic™ customer service program and mentioned that I thought a gentleman in the audience was a skeptic.
To be continued at Good Customer Service – Why Don’t They Do It? | The Social Custome
- Twitter for Customer Service? Fortune Puts it to the Test (marketingpilgrim.com)
- Bringing back customer service: Going beyond “How can I help you?” (chicagonow.com)
- Social media customer service spending to hit $1billion Callcentre.co.uk (fredzimny.wordpress.com)
Posted in Because i like to share again and again, Front Office and Customer Service Operations, Knowledge management, Performance management, Recovery and the way out of the crisis, recession and depression, Social CRM and social business
Tags: Because i like to share again and again, Business, Customer, Customer service, Education and Training, Front Office and Customer Service Operations, Knowledge management, Performance management, Moments of Magic, Recovery and the way out of the crisis, recession and depression, social, Social CRM and social business, Social media, Twitter, Vision, visionaries, vision things, trends