This week I’m at the Gartner Portals, Content & Collaboration Summit, in Los Angeles. Jeffrey Mann and Susan Landry of Gartner delivered the opening keynote: DELIVER EXCELLENT ENGAGEMENT THROUGH MOBILE, SOCIAL AND ANALYTICS “The prowess with which you engage your customers, employees, partners and constituents is the single most important determinant of your organization’s success. Yet it remains among the most challenged of activities for most organizations. Advances in social media, content analytics and ubiquitous mobility are already smoothing the path toward more effective engagement. The future holds even further hope. We’ll zero in on the future tactics and technologies you’ll need to move beyond failing or, at best, ho-hum engagement, and toward an era of truly excellent engagement.” 4 key themes where addressed 1) Engagement 2) Digital 3) Content 4) Integration 1) Engagement – becoming more engaged with your workforce, customers, constituents. Only 13% of global workforce felt engaged. 2) Digital Is really about enabling the “Digital Workplace”
- Which enables new and more effective ways of working
- improves employee engagement
- exploits
Example: Story: see http://thisisstory.com
- Story is a retail story in New York, that uses digital heat maps to gauge what products customers are interested in, and know how to position things.
- It reinvents itself every 6 weeks around a theme like a magazine does
3) Content
- Content Management – disliked term – mitigating a problem
- What do most applications think “Content” refers to:
- Documents
- What does content actually mean?
- stuff – that passes desks, minds: files, documents, movies, images, tweets, etc..
- Not just what your business does … but what it thinks.
- Why does it matter?
- connects the dots and connects the thoughts
- Why does it matter to your business
- it’s the grease between decisions
- Content is the oil of the 21st Century
- can be exploited (like oil)
- Get the right content and the right time
4) Integration
- back in vogue
- what is new?
- IT wants to connect two or more applications to share data – like SOA – not new
- digital work place needs more
- bring about the right experience for the user
- many more sources of content
- integration shields users from complexity
- What does integration look like
- Dr Jeff Burns is the Chief of Critical Care Pediatrics at Boston Children’s Hospital
- Worldwide there is a shortage of trained doctors
- Open Pediatrics goes some way to addressing this by connecting doctors to patients wherever they may be.
- http://openpediatrics.org
- Example of Digital Workplace
- Extensive use of video
- audio is transcribed to text
- creative – animation
- audio enhancements – to ensure it’s crisp and clear
Example of a Digital Work place 2): System to automatically know what is needed based on context – scenario involves a sale rep going out to make a presentation to a client
- traffic updates
- automatically updates alarm clock to wake up earlier to account for traffic / road works
- updates GPS with best / fastest route
- news updates, about the company you are meeting with
- sales documents
- contracts
- real-time product / inventory updates and alerts
- capture and transcribe results
Recommendation Portal
- Images Documents Likes Upsell
- Reviews Transactions Data Cross-sell
- Maps Comments Orders Actions
Government Finance HR Take the lead to create a digital work place: What Do I Do Now?
- Create and imagine a scenario
- Develop three scenarios for your organization of what could be.
- Identify parts of your infrastructure that must go (which parts are hostile)
- Identify the skills you can afford to lose, and those you need to develop?
