Monthly Archives: June 2009

5 Ways sharepoint can support your KM Program

5 Ways Sharepoint can support your KM Program

Click for more posts about sharepoint on this blog here
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The-Adaptation-of-Organisations-to-a-Knowledge-Economy-and-the-Contribution-of-Social-Computing

Found at http://www.scribd.com/doc/13908244/The-Adaptation-of-Organisations-to-a-Knowledge-Economy-and-the-Contribution-of-Social-Computing

How fast one adapts. For the first time referring to scribd on this blog. And probably not for the last time talking about the knowledge economy

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@Tom Forenski: Technology re-evaluates (and not devalues) everything it touches

Artist Naomi Vona http://www.iamnotaphotographer.it/biography/

Artist Naomi Vona http://www.iamnotaphotographer.it/biography/

Read this interesting post from Tom Forenski.

Having a lot of my post on this blog tagged with “blown to bits” I agree with Tom that things are changing.

But I’m not sure if one can say that goods and services are devaluated.

The use of (Internet) technology creates other business models,  creates commodities and changed customer preferences (resulting in lower prices or no cost at all). Manufacturing costs, distribution costs and service costs are imploding as a results and that may create the mentioned price tension (although actually until very recent we were more concerned with inflation).

What me intrigueus is that the advent of the social web (and the exchange of services) is not reflected in statistiscs like the GDP (may be more and more consumption and production is getting informal and not registred). But who was it who said that you could see computers everywhere but not in statistics?

Source: http://blogs.zdnet.com/Foremski/?p=556 Posted by Tom Foremski @ 7:22 pm

Ever since I first heard about the Internet and then saw its incredible development and application across industries, I’ve been on the look out for the economic effects of this powerful platform technology. The specific economic influence I’ve been looking for is a strong deflationary trend. That’s when we will know when the Internet has truly begun to reach its potential.

Let me explain why.

The Internet is a communications technology that also carries its own computer processing technology. We can deliver computing power to any connected computer platform, pocket or desktop based or otherwise, wired or wireless. We can see this quite clearly today in the Internet based technologies of AJAX and beyond, which offer browser and non-browser based applications delivered over the Internet.

Distributed computing power that is communicated in a two-way medium across the Internet. Take a look at the cloud computing based technologies where applications can be dynamically provisioned across scalable information architectures. While a lot of these technologies still have to go through an adoption process, which is partly cultural, we aren’t too far off from a world where powerful applications can be delivered anywhere, anytime, for little more than the cost of electricity.

Internet based applications represent a class of very powerful technologies. Powerful, not in the sense of processing millions or billions of instructions per second, but powerful in the sense of dramatically reducing the costs of doing business . Yes, processing power is important but its the delivery of highly effective disruptive business technologies that is the game-changing and ultimately, deflationary trend that this essay seeks to discuss.

And Silicon Valley is at the heart of the development of what could be called Internet-based disruptive business technologies (IBDTs). We are investing tens of billions of dollars in developing IBDTs. Not all of them succeed but there are plenty that do succeed. Software as a service (SAAS) is a good example of an IBDT.

The chief characteristic of an IBDT is that it is at least 10 times more effective at one-tenth the cost.

That’s what defines the disruptive nature of an IBDT: it is so much better and so much cheaper that its success cannot be resisted by continuing to use older means of production. This is also my definition of innovation — it’s not innovation unless it is disruptive. (”Incremental innovation” is not innovation it is an incremental improvement in a production process.)

Looking at the continuing development of IBDTs and their relative low cost of development and nearly free distribution, it is easy to see that once they become widely used and implemented, we will see a massive reduction in the costs of doing business.

We will know when this scenario has occurred, or is occurring because we will see the signs: a strong and continuing deflationary trend. We will see a continual erosion in the value of products and services.

In simple terms, the Internet devalues everything it touches. Anything that can be digitized. I’m using the term “devalues” in a strictly materialistic definition and not in a cultural “values” sense. And I’m using the term “Internet” to denote a class of distributed technologies and applications.

I believe this scenario is already occurring and we already see the deflationary effect of the Internet in many sectors of the economy and this will continue — and it will accelerate.

Here are a few examples:

- The Internet enables the outsourcing of knowledge workers. High salaried workers in many professions are losing their jobs to workers in foreign countries where the costs of doing business are far lower. Vivek Ranadive, CEO of Tibco Software, likes to say that India is broadband’s killer application. It’s a graphic example of how the Internet allows the export of jobs.

Here we have call center jobs, and also IT jobs being performed at a lower cost.

In this example, we can see how the Internet has made it possible to devalue the salaries of call center employees, and also IT employees in many different categories. Yes, there are still high paying jobs in IT, for example, but anything that can be shifted will be shifted to lower cost centers where ever their location.

- The value of music has dramatically fallen. I used to pay nearly $20 for a CD with about 10 songs or about $2 per song. Now I use Lala.com and pay just 10 cents per song for lifetime streaming rights. And there are many, many examples of free or almost free music available. Thanks to the Internet and Internet based technologies such as streaming data and browser based MP3 players — music is so much less expensive than it once was. It’s an incredibly deflationary trend made possible by the Internet.

- Movies and TV shows cost less to watch. I used to pay Comcast about $60 per month for basic cable service. I ditched the service more than a year ago and watch TV programs through a variety of Internet based services such as Hulu.

Instead of renting movies from my local video store at $4 each, I switched to Netflix, which lowered my DVD rental costs. Even better: Netflix Direct — I watch tons of movies — as many as I want for just $8.99 a month. My per movie costs have fallen dramatically.

- Newspaper and magazines are available online for free. I used to subscribe to daily newspapers and many magazines. I don’t anymore yet I get nearly the same access to those products for nearly free – just the cost of my ISP. I save several hundred dollars a year – that’s a lot of value taken out of the publishing industry. Take a look at books and the disruptive power of Kindle and vanity publishing web sites.

- Graphics and design work. There are plenty of sites where you can post a project and have designers and artists compete for the work. This drives down the income of designers and artists. Their work is devalued.

- The cost of distribution is a lot less in many industries thanks to better management of inventories and improvements in the management of supply chains. Again, it is thanks to Internet based applications that enable greater efficiencies and thus lower costs of doing business resulting in lower prices for products and services.

- We don’t have to buy much software anymore because there are free or nearly free applications available online. And this trend will continue. For example Google buys up software companies and then offers those product online for free — this instantly devalues competing software applications.

- The open source software movement has created tremendous amounts of value by devaluing software that you used to have to pay a lot of money for. Operating systems and many other software components are available for free and supported by a large community of developers distributed around the world. Again, the Internet has enabled this type of distributed development to occur.

- Journalism jobs are fewer and pay less because there is more competition, there are more people willing to do the work for less money. Reuters, for example, is dramatically expanding its Indian based editorial teams. The same trend is seen in many other media professions. For example, my colleagues in video production are not able to get the rates they once could, and you see this again, and again. The amount of work that needs to be done hasn’t changed, it has gone up, but the rates have gone down. Also, each single job is far more productive. For example, to produce a video would require a large crew of specialists and hefty costs in studio time and the use of expensive equipment. Video cameras, and editing equipment is a fraction of what it used to cost and the work can be done wherever, and whenever, thanks to the Internet. Again, the value of video production has fallen dramatically.

- There is devaluation in public relations. Fewer people can do the work of more people. Smaller teams can do the work of larger teams thanks to Internet technologies.

- Magazines staffed by just one or just a few people can pull in the readership of what used to be a 30 plus person magazine editing and production team. I’m an editor-publisher-reporter-photographer-videographer-webmaster-and-a-dozen-more-hats single worker producing, publishing and distributing Silicon Valley Watcher and I get a larger readership than the magazine I worked for when I first started in this business, and that had a 25 person editorial team. I also have the equivalent of what used to be a large data center out in the cloud for less than $100 a year — not to mention all the free open source software I use.

- Telephone communications are dramatically less expensive today thanks to services such as Skype and other VOIP based products. It used to cost me nearly $2 a minute to make a transatlantic telephone call — now it’s about 5 cents a minute or even less. The value of a transatlantic telephone call has been devalued.

Artist Naomi Vona http://www.iamnotaphotographer.it/biography/

Artist Naomi Vona http://www.iamnotaphotographer.it/biography/

- Advertising is dramatically less expensive today. You have to pay about ten to 20 times more for a print advert in a newspaper compared to a newspaper’s online advert. That is true across the board — todays advertisement costs measured by any metric — are much less today. And this is disrupting the entire media industry from print, TV, radio, and online.

Take a look at the classified ads business. The Pew Center reports that in 2000 this was a $19.6 billion a year business. In 2008 it had fallen to $9.9 billion because of online classified ads — mostly Craigslist.

And Craigslist doesn’t charge for the vast majority of its classified ads. Craigslist has managed to pull the majority of nearly $10 billion out the classified ads industry in a single year using an operation staffed by just 30 people. There are estimates that Craigslist could take in $100 million this year.

Again, we see the power of the Internet and how it devalues everything it touches. In this case, Craigslist’s use of Internet technologies has managed to transmute $10 billion in value into $100 million. It’s the opposite of the dreams of alchemists – Craigslist has managed to transmute gold into lead. That’s what the Internet provides — the means to dramatically devalue an existing industry.

- There are many more examples. I’m sure you know of many examples in your line of work — where the use of Internet technologies has enabled a massive devaluation in the work being done and the products and services produced.

With so many examples to be found, the cumulative effect will be shown as a deflationary trend.
Do we see it today?

Yes, we do see a large deflationary trend. Is it caused by the use of Internet technologies? Yes, a large part of it is being caused by Internet technologies but it is not clear how much because we are in the midst of an economic crisis.

However, it could be argued that the economic crisis was caused by the use of Internet based technologies, which enabled loans to be made more quickly, which enabled the transfer of risk to third-parties thousands of miles away, and which enabled massive amounts of speculation in a diversity of markets from oil to real-estate. The whole process was made more efficient through the use of IDBTs.

Yes, Internet technologies do enable the creation of new markets and services that didn’t exist before. Take virtual worlds as an example. But by and large, if something can be digitized it is vulnerable to being devalued by IDBTs.

Is this a bad thing? No, it just is what it is, just as gravity just is – neither good or bad.

Where it will leads us as a society is interesting. If we have the means to produce just about anything, product or service, for a tenth of the cost and make it 10 times better — we have the means to build a tremendous amount of value that we can all share in.

However, our society is not set up for sharing — even though the Web 2.0 world is all about sharing every online photo, text, video, song, etc

Read more at http://blogs.zdnet.com/Foremski/?p=556

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Network literacy and the tools of engagement: an overview for the creative class

On this blog I recently posted an item about how web 2.0 creates social barriers. This found slideshow reflects that awareness. These tools can mainly be applied by members of the creative class with an international orientation. And maybe the distinction between working and creative class is data-information driven versus knowledge-wisdom driven.  Great slideshow anyway!
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CEX sells: Goodbye Process-Thinking. Hello Design-Thinking

Artist: Naomi Vona http://www.iamnotaphotographer.it/biography/

Artist: Naomi Vona http://www.iamnotaphotographer.it/biography/

CEX sells. And so does a good caption.

But I’m not yet convinced with the arguments found here.

In my opinion processes are designed and designers (i will not use the word engineers) take into account all relevant aspects.

Which is not only the usual output focus..  A service blueprint is a blueprint and is designed, from outside in and inside out.  With a focus on the interface, the customer experience.

Nice read anyway and indeed captions may sell…

Found at http://www.customerthink.com/blog/cex_goodby_process_thinking_hello_design_thinking

By Graham Hill, Customers & More

I have noticed a recent change in how Customer Experiences (CEX) are designed.

A change for the better.

In the past CEX design was often the domain of the B-school trained consultant or manager.

They used a logical, touchpoint-driven approach. Process design (using a variety of process mapping methods) was a big part of this approach. But the results of their work has been mixed at best. Despite a few well publicised successes, most of their CEX designs failed to deliver value to customers in the way they, customers, want it.

More recently, I have seen service design agencies get more and more involved in CEX design.

These D-school trained people use a broad range of tools and techniques (including the servicescaping process-mapping method) to create superior CEX designs. Designs that pull the logical, emotional and aesthetic value levers that customers are looking for in a CEX. That create satisfaction, preference and maybe even loyalty.

If I was advising a client today on who are the best CEX designers, I would be pointing them to UK design agencies like live|work or Engine Service Design, not to the CEX consultancies that I might have used only a few years ago.

How things change.

We must change with them. It is time to cast off monolithic process-thinking and to embrace holistic design-thinking.

Your customers will thank you for it using their cheque books.

What do you think? Are you using design-thinking to create superior customer experiences? Or isn’t customer experience that important to your business?

Read more at http://www.customerthink.com/blog/cex_goodby_process_thinking_hello_design_thinking

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What’s The Last Innovation You’ve Seen Coming From The Insurance Industry?

In our summer management meeting of the Customer Contact Center for which i’m accountable, we had an interesting discussion with our staff how insurance firms (i work within the health insurance industry) will develop in the forth coming five years.  Within the set up of an insurance firm we noticed fields that are strategic, support only or suitable for outsourcing.

Depending on the business model, such a field could be tagged strategic, support or suitable for outsourcing.

An interesting question also adressed in  the recent publication  the future of finance. The found post (by Idris Motee) here reflects on what’s the last innovation you have seen coming from the insurance industry.

http://mootee.typepad.com/innovation_playground/2009/06/whats-the-last-innovation-youve-seen-coming-from-the-insurance-industry.html

What’s The Last Innovation You’ve Seen Coming From The Insurance Industry?

Picture 30 Last week I’ve received this email from one reader of my blog. Here’s his question:

Hi Idris,

 

I am an Insurance Professional with more than 12 years of experience. I have a good presence and active in a number Social Networks with good number of connections. I am thinking of using them to market more products. I would like to hear your expert views on Social Networks in marketing of Insurance Products. I know you are busy but appreciate any advice you can provide.

Hope to hear from all of you soon.

Regards,
Name Withheld.

The question is how social networks and virtual social connections can have any impact on the sales and distribution of products such as insurance as well as other financial services? I don’t have an answer but we take a quick 15 minute analysis of the issues.

Let’s take a step back and look at the challenges around marketing and distribution of life insurance products (health insurance is a different story). Will the traditional model of “advisor-based” distribution will come under some disruption?

Picture 26 With the average age of agents rising steadily; sales is stagnant and margins getting thinner, insurance company needs to rethink “marketing and distribution”. Steady of influx of new investment products from banks that are also competing for insurance dollars. The biggest disruption will most likely remain on the distribution side. The importance of asset accumulation products is particularly noteworthy because this is the market where insurers face the most intense competition from all the banks, mutual fund cos, and investment advisory firms. Because these non-traditional competitors have much lower distribution costs than insurers, insurers face intense pressure to operate more efficiently. Distribution costs are one of the largest expense items associated with life and annuity policies.

Industry consolidation in insurance is different from banking. We’ve seen small banks going away but there are not many changes among insurance players, because it has less restriction and many are successful in operating in nationally. But the restructuring of the life insurance industry primarily tends to involve such strategic objectives as an increased emphasis on core competencies or the expansion into new markets rather than the consolidation of geographically concentrated firms as in banking. Expect competitive intensity to remain the same.

Picture 27 Back to the question posted to me. I think there are two ways the insurance industry can take advantage of social technologies. First is to empowering agents to take advantage of social media as their CRM systems. It is the best way to reach people with common interests, while the other is connecting with people engaged in a similar occupation. Provide them with tools to make content a lot more engaging and tons of training. It is as important as knowing how to use a phone.

Second is the extreme widgetization of the products an services. Innovative thinking needs to be built in the existing products around their “socialabiity” and “connectivity”. Life insurance is a high involvement product, it helps us to prepare for two risks—dying too young or living too long. I think living too long is more of a problem.  A recent study done by The Boston College Center for Retirement Research found that 43% of American households are at risk of being unable to maintain their pre-retirement income.  And if you take away some optimistic assumptions such as using a reverse mortgage, over 60% are not prepared.

Picture 29 You can put a lot of innovative thinking into making the product (and experiences) more engaging. Here are a few of the ideas I have from the back pocket and each one of them can be big:

  • A socially-enabled annuity product – designed to be marketed through online word-of-mouth?
  • A mass produced, multi-component prepackaged one-click solutions – there is a gap in the market place for this?
  • A hyper-efficient direct distribution model – a super low cost solution that makes ING looks expensive?
  • A  direct selling mid-market lifetime income solution – income is now the most practical consideration?
  • Plan conversion exchange – allow people to convert defined contribution assets into income for life through annuitization?

Read more at http://mootee.typepad.com/innovation_playground/2009/06/whats-the-last-innovation-youve-seen-coming-from-the-insurance-industry.html and also a similar post about banking

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Web 2.0 turned the digital divide into a social divide

The found post intrigued me.

I always make a distinction in individuals that are oriented local or international and individuals that can be classified as belonging to the creative class or the “working” class.

In my opinion web 2.0 users were (are) creative class members with an international orientation.

But – as so many movements – the success and  practices will spread out. Which implies that within a certain timeframe working class with a local orientation will also be using web 2.0. And indeed, individuals will be lagging. With material and welfare consequences!

Source http://www.duperrin.com/english/2009/06/21/web-20-turned-the-digital-divide-into-a-social-divide

June 21st, 2009 by Bertrand Duperrin·

Digital divide used to be and still is a real concern in our industrialized countries. Maybe we should end talking about industrialized countries to say “computerized countries” what seems to be more relevant with today’s world. Maybe some would say that it’s because we neglected this shift that we were stuck with old industrial models applied to a “soft” economy and that what happened last fall happened. We could talk about the destiny of both Google and GM, what is the embodiment of the changes our word is experiencing but that’s not my point here.

At the beginning, digital divide was defined as inequality of access to digital tools. There were those who could access them and the others. It’s easy to understand the amount of opportunties for the early users who were able to gain abilities while the computer and, after, the web industry was growing up, while, on the other hand, the other had to catch up with these technologies years later. And some are still running to jump into the train.

Considering my generation for instance, I can see the difference bewteen those who had their first computer in 1985 when aged 10, discovered the web with a 56 ko modem in 1995 and followed this trend and those who had their first computer in 1997 and their first internet experience in 2000. The gap still remain today.

Anyway, at this time things were clear : there were those who could affort a computer (or those whom parents could) and the others. Among them, some see the interest, some didn’t. Then there were those who had cable or ADSL very early and those for whom this technology was not available in their city. Hence this divide.

Today, web 2.0 shows us the divide has a new nature. What means different means will be needed to fix it.

In 2009 I don’t think that, in our countries, affordability is an issue. Both computers and internet are affordable for most people. We can even do, with a phone, things we would not have expected years ago.

Applications are also more and more easy to use. Who once tried to explain to non tech-savvy people how to use a computer running on windows (or even MacOs), how to use Word, Excel, a mail client, or a photo or video application knows how hard it was.

Today eveyone can understand how to publish something on twitter, update a facebook profile, write on a blog. The rising of a generation of  “bloggin’ grandads” and the fact +50 yo people is a growing population on facebook is an evidence. I would not be surprised to learn one day that grandparents will, if not the iniatiators, at least the animators and active members of family social networks like HelloTipi which existence shows that usages transcend generations.

But the divide still remain. Tools are accessible, affordable, easy to use. What’s missing ? Usages and sense.

Everybody can publish something on twitter. But it you make a test with average people, how many of them will answer “ok…I understand how it works. But what for ? I can undersand how to do things…but I don’t know why I would”.

Years ago, everybody could see the interest of a word processor, of a spreadsheet, but found it hard to use it. Everybody can easily use new tools but can’t see why. Ok, milions of people are using them. But it’s still a very low number compared to the people who could use them.

Digital divide is more and more looking like a social divide beacause it’s about the ability and the will to get involved in social dynamics.

We can fear it can become, later, a social divide in the true sense of the word because it  could be a cause of exclusion for those who just can’t get those new social dynamics that are becoming more and more important for professional and businesses purposes.

Many reasons can be found to explain that : what remains of the technological barrier, age, but none of the them can explain everything alone. Not every “Y” are hyperconnected, some seniors are true social leaders. So there’s something very complex behind all that, something related to each one’s personality.

So the social divide depends on each one’s ability to adopt new usages. Less impressive that a divide caused by the unaffordability of technoogy, it may be much harder to overcome, even with new generations

Read more at http://www.duperrin.com/english/2009/06/21/web-20-turned-the-digital-divide-into-a-social-divide

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