As we wrapped up January’s focus on Customer Experience Management and turned to Social Business for February, our experts offered some great advice on how to keep your pesky taxonomies neat and tidy, shared insights from thought leaders in the Social Business and Risk Management fields and had a moment of silence for Knowledge Management.
Read on for more great counsel from the experts: resistance is futile!
Goodbye Customer Experience January
Tom Wentworth (@twentworth12): Customer Experience Management (CXM) is important to all businesses, there is no argument there. But what seems to be a common misconception is that CXM comes from a software product you install and that with the click of a button and a short download you can provide the ultimate customer experience.
One of the first things a successful business needs to recognize is the mindset that CXM is not a product; it is a strategy and discipline. No matter how you engage with a company, you should have a seamless experience. There is no technology you can install that gives you customer experience; it is a business process that technology plays a significant role in.
Barb Mosher (@barbmosher): OpenText sits at the top of Gartner's list for Web Content Management and customer experience. The vendor took major strides in 2011 to ensure that its technology enables organizations to truly engage and support their customers. And it isn't done yet.
Hello Social Business February!
Kevin Conroy (@seattlerooster): As part of CMSWire’s "Back to Basics" theme for the month of February, I thought it’d be worthwhile to take a fresh look at something that is both obvious in its importance and yet challenging for all of us in the social business space: Driving adoption.
While much is rightly written and discussed here about best practices for site development, the pros and cons of underlying technologies like SharePoint and so forth, none of it really matters if we lose focus on the basic importance of driving user adoption. As I mentioned in a previous post, UX still matters — and when it comes to driving adoption, it matters more than ever.
Dr. Andrew McAfee, of MIT and “Enterprise 2.0” fame continues to challenge organizations to adopt social business tactics and platforms. Most recently, Professor McAfee led a task force of 18 members of the information management vendor community in conjunction with a non-profit association. The results of this research project were published as a white paper series called “When Social Meets Business, Real Work Gets Done.”
#3. Public Clouds, Private Clouds, Collaborative Clouds
#4. The Nature of Work is Changing
Roan Yong (@roanyong): I saw it coming in 2011. But no one believed me. I guess it's difficult to turn your back on something that you fervently believe in. At this point, I feel like Harry Markopolos who had been telling people that there was something wrong with Bernie Madoff — before the truth came to light.
I know I'd probably receive hate emails and death threats for saying it. But the truth has to be surfaced. And I will say it:
Knowledge Management (KM) - as we know it - is dying.
KM in 2012? Dead probably.”
Keeping on Top of the Content
Steven Pogrebivsky (@metavistech): If you want to successfully implement SharePoint in your organization, then you need to clearly define and manage your information architecture (IA). There are a number of things you need to do to define your SharePoint IA and here are five critical steps to ensure you are on the right track.
- Step 1: Understand Where You are Coming From
- Step 2: Know What Players Need to be Involved
- Step 3: Understand How Content Flows across the Organization
- Step 4: Your Plan to get Started
- Step 5: Plan for Change
Stephanie Lemieux (@stephlemieux): Ah, metadata and taxonomies: what’s not to love? Ask your content creators and you’ll be told loud and clear: having to apply said metadata and taxonomies to content through tagging.
Although rich and consistent indexing makes content more findable and easier to evaluate, nobody relishes the idea of tagging multiple fields, and it can take considerable effort to make it happen. The struggle is always to keep up with the ever-increasing flow of content. And even if you have a team of indexers, you still have issues of indexing consistency and scalability. One solution is to turn to auto-classification.
Seth Grimes (@SethGrimes): Spurred on by an online debate about the distinction between text analytics and semantic content enrichment, I turn in this article to the pressing question: "What does semantic content enrichment mean?"
As IBM's Marie Wallace remarked, it’s great to see the term semantic content enrichment generating discussion although, she continued, "I suspect that most people still don’t differentiate it from just text analytics."
Christian Buckley (@buckleyplanet): Well done taxonomy management makes searches simple and finding the right answers near-effortless. But the effort it takes to create these ideal results requires a well thought out plan.
At the KMWorld Taxonomy Bootcamp event in Washington DC this past fall (2011), Marjorie M. K. Hlava, President and Chairman of Access Innovations Inc., provided a solid introduction to the process of creating a taxonomy, defining it as a collection of controlled vocabulary terms organized info a hierarchical structure (refer to the ANSI/NISO Z39.19-2005 standard).
Edward Smith (@DAMgeek): Are your digital assets liquid? Can you easily move them from one system to another
Borrowing another finance term, liquidity for digital asset management is how easily digital assets can be moved and converted from one system or format to another. One aspect of DAM liquidity is the ability to move an entire collection of assets from one system to another. You and your company have and will continue to invest much time creating and organizing files into a DAM. Therefore, the ability to copy or move that work to and from other systems in its entirety is important for safeguarding that investment.
How Hungry Are You?
Norman Marks (@normanmarks): A recent thought paper on risk appetite by COSO prompts guest writer Norman Marks to explore the place risk appetite and its management have in the day-to-day strategic plans of organizations.
My congratulations go to Professor Larry Rittenberg and Frank Martens of PwC on the Thought Leadership Paper "Understanding and Communicating Risk Appetite," recently released by COSO.
While I am not enthralled by the COSO definitions of risk appetite and tolerance, preferring the ISO 31000:2009 variants, this is a clear and well-written paper that makes a valuable contribution to thought leadership in this area.
You Get One Guess What the Next One is About...
Mark Rackley (@mrackley): It doesn't have to be so painful
Take a deep breath and count to ten. We’ve all been there. Do not despair. You are not unintelligent. You are not a moron. You do not need to quit your job to find work in the fast food industry, and you are not alone in your frustrations with SharePoint.
Check back next week for more thoughts on Social Business as our experts continue to weigh in.