In the Future, What Will You Do with Your Content? Everything

By Daniel O'Leary posted 08-28-2012 21:53

  

I’ve been fascinated by the fact that when I’m online, I can pretty much discover and learn about anything. Get details about what my friends are up to? Check. Browse an extensive encyclopedia with information about everything that’s ever happened? Check.

Why then, is the enterprise lagging behind? In many ways, the last bastion of information silos remains in the business world. But what if this weren’t the case? What if you could find information from your company or organization as easily as you could find a recipe or movie review?

Assuming for a moment that this magical world existed and every document, report, social activity, customer action and meeting note were available at your fingertips, what would you do with it?

Here’s an idea of what I think people will be able to do in the future:

Deliver mind-blowing customer service. Before you answer a support phone call, your CRM will automatically pull up the customer’s profile and support history based on the caller ID and login information. Your support department can operate with the golden rule – and treat customers exactly the way they want to be treated.

Solve problems more efficiently. Think about how many times organizations reinvent the wheel, as every division or department wrestles with similar problems. In a world with endless connected content, sharing information about best practices will be a snap.

Work from wherever. The idea of commuting to an office will seem a little old-fashioned in the future. As mobile content creation catches up to content consumption, having the option to work remotely will be the norm, not the exception. Why waste hours commuting when you can be more productive on the couch?

Waste less time in meetings and on email. Full disclosure, I loathe email. As the same social tools we use at home make it to the enterprise, email will become a notification tool, not a record for communication. Thankfully, real work will take place on social networks and collaboration tools.

How do you think connected content will change the world?



#sharepoint #mobile #customersuccess #cloud #ECM #SharePoint
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09-05-2012 12:48

I was sitting in a Birds of a Feather community session on "Innovations in Big Data" at TechEd in Orlando earlier this year and thought it funny that almost nobody in the room had anything to share as far as innovative solutions -- and yet people were practically frothing for best practices and success stories. One major takeaway from that sessions is that companies just don't know yet what is possible with the data that can be collected -- and many companies, realizing that they don't know what they don't know, are making sure they are capturing all the data they can, storing is for future use.
Even beyond the documents you store, there is data around who is using that content, when it was used, how many times it was viewed and edited, how many times it was liked, recommended, linked to, or attached and bundled and emailed. There is great data right there for auditing/security/compliance/retention/regulatory purposes, data that you might otherwise overwrite or delete or ignore because you just don't know you need it yet.