In anticipation of the Year of the Dragon, our contributors got down to business this week, urging readers to be more agile, more adaptive and more responsive to the needs of their business and their customers. We learned that Golden Retrievers can teach us a thing or two about adaptive case management, the potential unhealthy future for mobile health (and how this future can be avoided), why you should always be ready for Mother Nature, how the blues inform web content and were asked the perennial question “What would SharePoint do?” But please, whatever you do, do not call what follows a list.
Enter the dragon!
It’s Time to Engage
Kevin Cochrane (@kevinc2003): Multichannel marketing in practice is hard and will become even more challenging to create delightful customer experiences across channels with a single brand identity without the right strategy and tools. While customers usually accept different levels of interaction across a growing number of channels and devices, they expect the overall experience to be one and the same. In a recent article, Deloitte pointed out that “Multi-channel customers are increasingly the most sophisticated, demanding and time-starved customers; they’re also among the most valuable… who often spend three-to-four times more on retail purchases than their single-channel counterparts.” So it is clear the hard work to attract and engage multichannel customers is well worth it, when done right.
Rob McCarthy (@robmmccarthy): As marketer's understanding of the way that social media affects the traditional buying processes has grown, new ways of working to engage consumers have emerged. Businesses have struggled to understand how to maximize engagement via social media, which is inherently personal and traditionally works on an individual level. Recent changes have encouraged businesses to promote their brands on social networking sites such as Facebook, YouTube and Twitter. And the growth in mobile devices, specifically smart phones, has made a whole new level of engagement possible.
Gerry McGovern (@gerrymcgovern): Linking is the essence of the Web. Web professionals must focus primarily on links, rather than the content or technology.
If you're trained as a content professional then you're trained to think about documents, manuals, articles, brochures. You're focused on sentences and paragraphs.
One of the latest crazes on the web is "curation," which seems to be about assembling your list of favorite links. This, of course, is not new. That's how Yahoo started out in the early Nineties, and Google is essentially a list of links.
Creating new content through linking to and organizing other content is far from being a new human activity. A lot of rap music is about sampling other music and integrating it into a new form. Folk and Blues music is often a pastiche of borrowed lines and melodies.
It’s Time to Prepare
Thomas Gwizdala (@treenosoftware): The story of one business’s unexpected transition to an enterprise document management system
You wouldn’t feel too lucky if your business was hit by a hurricane. Particularly if all of your paperwork -- invoices, P.O.s, personnel records, receipts, everything -- was all just paper, subjected to the worst flooding in 83 years. But that was the unfortunate plight of one particular US$ 16 million transportation dealer this summer in the wake of Hurricane Irene.
Michael Lustig (@moveroinc): When following ads about new drugs, the list of possible side effects often sounds more ominous than the actual condition. One is left wondering if curing the problem is really worth the risks associated with the treatment?
Those evaluating the nascent field of mobile health (mHealth) may be having similar thoughts.
On the one hand, mHealth may be viewed as a panacea for improving patient care and lowering costs. On the other, the potential for compromised security, including violations of patient privacy through wireless data transmission, are inherent risks that could result in harmful side-effects if mHealth is administered without caution.
Norman Marks (@normanmarks): The ASX Corporate Governance Council, chaired by the Australian Securities Exchange (ASX), has released a second edition of Corporate Governance Principles and Recommendations (see here for the ASX announcement and related resources, or here if you want to go directly to the document).
Whether you are in Australia or not, this document includes materials useful to anybody seeking to understand or improve corporate governance principles and best practices.
David Roe (@druadh20): The Real Story Group published its annual report on the enterprise content management industry last week. We talked to Real Story Group (RSG) Principal Alan Pelz-Sharpe, who outlined some of the main findings and who argues that the industry has already passed a turning point which will result in some established and newer trends gaining ground in the year to come.
It’s Time to Adapt
Business agility is all about being prepared for and able to quickly adapt to change. There has been so much written about agility from gurus like Peter Drucker, industry analysts like Forrester and Gartner, and the large well-respected community of process improvement practitioners that it would seem there is nothing new left to be said. Well, challenge accepted.
Stephen Fishman (@trivoca): Despite my darkest fears, the villagers never came after me with torches and pitchforks last week when my article proclaimed that “top X tips lists are beyond worthless”. The biggest criticism came from what was a completely unexpected source; an oversight on my part in the headline. I boldly proclaimed that “top 10 lists suck”, forgetting to insert the word “tips”.
It’s SharePoint Time!
Dux Raymond Sy (@meetdux): SharePoint adoption in the enterprise is growing at a rapid pace, but many organizations are still struggling to achieve the proper mix of “people,” “technology” and “process.” In the midst of just trying to figure out the technology side of SharePoint, many organizations overlook the people and process side of an implementation. Pushed even further to the back burner are the “business value” considerations of SharePoint. What is the purpose of implementing SharePoint in the first place? How will SharePoint improve operations and drive overall business results?
Chris Wright (@scribbleagency): Rumors and conjecture have circulated about a possible SharePoint App store since the release of SharePoint 2010. A number of independent attempts currently exist, though they amount to little more than website catalogs. An official app store was thought to be part of Microsoft's launch plans for SharePoint 2010, but it is believed that logistical and technical issues prevented it from becoming a reality. With the success of the iOS version and official plans for a Windows 8 store, it's almost certain we will see something soon for SharePoint.
Chris Wright (@scribbleagency): Silverlight was Microsoft's answer to Adobe Flash, an application framework with which to build rich internet applications. It was launched in April 2007 to much fanfare, albeit mainly from Microsoft. Version 5 brought GPU accelerated video decoding and 64-bit support in December of last year. It also brought the conclusion of the Silverlight story, as this version is set to be the final release. Silverlight is no more. Or so people have been speculating, as there has yet to be any official word from Microsoft. Its lifespan might be prolonged as a Windows Phone platform, but it seems likely it will cease to exist as a browser plugin.
However this article is not about SIlverlight per se, but rather its somewhat fractured relationship with SharePoint. If we have really seen the final installment of Silverlight, what does that mean for its use with SharePoint in the future? Let’s start by seeing how it is used today.
Come back next week for more expert insight into customer experience management, information architecture and more.