notes and views on crm, social media, and the human side of information technology

Quote of the day

Adriana Lukas writing about the usefulness of wikis (and social software in general) in the enterprise:

  1. The autonomy employees experience when driving not only the content but also the structure of a collaborative working place. The sense of ownership and ability to have impact - social software tools are almost exclusively under the control of the individual as they are build around the user (the good ones anyway) and this brings an unheard of degree of user-centricity to inflexible process-driven environments.
  2. The first hand knowledge of the tool, the experience of its capabilities and limitations. The value there is those same employees will introduce the wiki they use regularly in one areas of work into other areas and projects. I’d argue that this is the most significant and long-term value of social media and social software tools at this stage of their use in enterprise. If anyone tells me they can put metrics on that, I’ll just call them a consultant (not a nice thing in my book!). [emphasis mine]

Terrific, and I would add one more thing: the ability to collaborate in a truly open (as opposed to hierarchical) is liberating to the mind and leads to better ideas, ideas not constrained by workflows & business rules & general expectations, ones that should give the enterprise a little kick in the butt, so to speak. Maybe you can’t put metrics on that in the beginning, but I would argue these things are, in the end, measurable. You can’t not notice a flow of good ideas and things that are suddenly happening.

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March 26, 2008 | Filed Under CRM, Links and Quotes 

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2 Responses to “Quote of the day”

  1. Adriana on March 27th, 2008

    Yes, Tomas, well put and I agree!

    S let’s have measurement of that kind of value! My beef is with the old metrics that are just not equipped to do that and are misleading at best, damaging at worst.

  2. Tomas Kohl on March 27th, 2008

    I will tell you a new metric you will like: a number of people plugged out of the God-forsaken corporate Matrix who are suddenly free to perform at their best. Say they are now at 30% and they jump to 60, 70%. How’s that for a unique selling point… :-)

    Thanks for stopping by!

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