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Elsua comments on an article from the BBC entitled Facebook “costs businesses dear.” His point is that the people doing the study are looking at the wrong thing–social networking tools–instead of looking at the big waste of time for most knowledge workers: finding useful, relevant information in internal databases.
Here, here!
I would add to this [...]

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When wikis were first making headlines a while ago, I saw them as the golden promise: the answer to real knowledge transfer among far flung teams that most KM systems just couldn’t touch.  I still think wikis are amazing and offer that elusive collaborative networking possibility that’s missing in other applications.  In my mind, global [...]

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If you’ve not been following Change This, then they’ve got a treat in store for you.   Change This is an irregularly and irreverently published collection of essays from experts and regular people on a variety of topics, lots of them including service and customer experience issues.  It’s been around for several years and has a [...]

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We are dynamic iterative contextual searchers.  No matter how you slice it, that’s what we humans are.  It’s how we shop, it’s how we surf, it’s how most of us organize our lives.
We look for what we think we want, only to find our original ideas about what we want changing as we find more [...]

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How we search for what we want–that’s the big question inside and outside of companies.  For customers, they don’t want to know how the technical writer thinks of the bluetooth enabling technology on their laptop works, they want to know about Bluetooth as it relates to their needs right now-even if they don’t exactly know [...]

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Gapingvoid answers questions posed by Shel Israel in his blog. Lots of what he says makes sense but the following popped out at me because it so mirrors my own work with companies who are trying to get their collective head around the issue:
Mid-Management is in the unfortunate situation of wanting to “get it”, [...]

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Last year during the process of implementing the first wiki in a large computer manufacturing company in Texas, I held Motorola up as an example of a company that “gets it” regarding the way people are gathering and sharing information now in a post-google world.
IntranetBlog posts a compelling article documenting Motorola’s exponentially growing reliance and [...]

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Here’s a blog with intelligent, useful feedback on a recently purchased Nokia N75–I wonder if Nokia is listening.  The post received two comments back with agreement on the difficult UI and knowledge base information.
Nokia should be harvesting and using this information:

for the short term, online FAQs, trouble-shooting, agent assists
for the long term, future product launches, [...]

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I read an interesting article on the SMB.com blog today, by Jeff Kelly, regarding the relative cluelessness of IT teams when it comes to Web 2.0 technologies such as wikis, blogs, RSS, tagging, etc.
Not surprisingly, the employees of these same companies are taking it upon themselves to adopt these technologies, often under the radar, because [...]

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Here’s a fantastic post by Hog Blog about consumer anarchy–she’s focused mainly on how consumers have taken companies by storm via the internet and are in control of the brand now, which makes life a whole lot more interesting. The buzz is not created by the company anymore, it’s created by the consumer online, [...]

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