PaulSweeney's Page

Evert Bopp is following up on his idea for a co-working space in Ireland. Eirpreneur uses Twitter to have a virtual watercooler for teleworkers. Bernie Goldback does the Sunday Papers via Qik, the instant video solution from your smart phone. Oh Yeah, and Ireland gives James Enck some serious link love around his return to the world of Blogging, and being "cutdown in subprime". So what's it all about?

Well in a way there are some fairly big themes going on here and they have to do with broadband, broadband availability, and the impact of this on work patterns and social communications. From ip-networks to social networks, if you will. I have to admit that I am more than a little interested in how people can maintain social networks, and business networks through a combination of online conversation, webinars, and physical presence. Ken Thompson calls it 3 types of network dialogs "Getting Things Done, Grooming, and Emoting", and a viable network has to have all three to be sustainable.

I've been around a few years now, and I think that I've found that particular people can be great networkers, but it is so very very hard to extend that capability to groups, and to organizations as a whole. Yet, everywhere we look the researchers are telling us that "open innovation", "networked organisations", "virtual organisations", are the future of our global economy.  Cisco have put very big bets on just this kind of social change and collaboration (thus their purchase of webex).

I'd love to hear of great examples of these virtual networks. How far do people have to be apart for it to fall over? Is it iterative or or are they like the may fly that dies once its purpose is completed?

For my book, I am watching the guys around Twitterphone with great glee, (www.maxroam.com, www.dial2do.com, www.zong.com). What I love about it is that for a relatively small amount of money, three players were able to get together and make a big bang in the world of early adopers. Perhaps it isn't the belly of the whale, but its on its tale, and its making it way.... "press 2 to talk to the whale".

Thomas Howe has an interesting take on why Ribbit acquisition by BT is all about the next generation of services for the enterprise. One of the key things will be "communications enabling business processes", or CEBP. Who companies look to to deliver this capability is one of the reasons he reckons BT is so interested in the acquisition. The "typical enterprise developer" will not tackle telephony solutions in his humble opinion.

Jay Philips over at Adhearsion has a great posing on why the Asterisk open source PABX is not developed upon to a higher degree. "Beyond that point (..of getting a basic function to work)Asterisk becomes prohibitively unintuitive and that impression sticks and becomes a reputation" He also says the developer retention rate is less than 1%. This is very, very interesting, and maybe also why Ribbit, in turn, is interesting. If applications can be niche, and faceted to their actual use-case situation, without programming, then they become "long tail". Maybe what the open source movement need here is a "container" that enables people to play, without programming.

If Ribbit was as easy to use, as say, iTunes, would it be adoptable? If there were zero programming? If literally, you did not see one line of code, not even a "copy this, and paste it where you see <body" :) Perhaps this is the bet BT are making.

Well don't let me scare you, but if you had popped inside VoiceSage you would see that our applications are entirely deployed without you having to write a line of code. Could it be made as "easy as iTunes"? mmmm.....Lets see.

Techcrunch has a few iphone apps listed that make me actually want an iphone because it might be useful. Capture my expense slips through the camera and post them to my Salesforce.com account? Yip. See how my Supply Chain analytics are performing in real time: Yip.

 Dimension Data has an interesting report on 45% of respondents to their survey would prefer to use DTMP (punch a number for each option), than to use Voice Recognition. This kind of thing happens when you fall in love with your technology, and a distance grows between you and the people that actually use your solution.

Now, that's quite a headline issue right there, but the central one of interest to me is that the "customer use case" in this research has some pretty interesting "implicit assumptions". For instance, "when I call, or get called", "reason for calling", "where I am". This is all good Telco2 stuff. Yet more than half of people and vendors believe that the Voice Recognition IVR implementation is primarily driven by cost savings:

Now, there is nothing wrong with trying to save money, but where is the two way benefit in the relationship? yes, if you pass on this benefits of low cost interaction in the form a low cost business model, the low cost has clear shared value for the customer.

Only 18% of customers thought that their interaction with a Voice Recognition Platform completely addressed the reason they called up in the first place. I think this is just a totally mindblowing figure.

VoiceSage is an outbound Interactive Voice Messaging service so when, where and for what reason you contact the customer must be very carefully examined. You must focus on why are you interrupting this person, what is the two way value to be communicated and demonstrated to the customer, and how closely can I reasonably meaningfully personalize this experience? By more closely examining the reason for the call, and the two way value generation potential, you will take this 18% problem resolution figure, and blow it through the roof.

Retail Week carries a very nice piece on how Otto used VoiceSage to reduce the overall level of late payments in its catalogue businesses. I can tell you here (because this is private isn't it?) that they reaped many more rewards than you might expect. Why? Well, when you reduce the amount of time that people are in arrears they tend less towards bad debt. In effect, you shift your curve in and down. Its not unheard of for companies to bring in their money twice as fast. The implications of this are actually quite interesting, but I won't rob our sales guys of all their stories.

Force.com (appexchange related) have an interesting development where if an object or entry is changed, you can get notification. I guess this would be interesting in financial services, where the sales person might wish to know that one of their customers has been downgraded from a credit standpoint. If he knew this, he might choose to contact them to re-negotiate or help to manage the account before it ran into trouble.

Web2Ireland and Fergus Burns point out how light weight API's and mashup can be used to re-design how government projects are run. With Sky News carrying the story about how the mayor of London wants to make crime data available as an API, you will be able to not only map these to house prices, but potentially make crime reporting a citizen activity, where people actually get to recommend solutions.  I really like this because IT and Software needs to address real big societal issues, if it is to make big impacts. See umair for more on this.

Mathew Lees of the Patty Seybald Group, has a nice piece on Enterprise 2.0 Lessons. Although I agree that taking a more social approach to computing will reap massive rewards, I think that "unplanned innovation" is akin to "build it and they will come", i.e. it doesn't work, and hasn't ever worked. But that's another conversation.

Andrew McAfee has an interesting question list relating to the kinds of questions people ask before engaging in an Enterprise2.0 Initiative. Josh Bernoff of Forrester has a very nice run down on why Enterprise Clients could be the real "sweet spot" for 2.0 approaches. There was a lovely comment after the article "connecting people with people is helpful, connecting people and business is valuable!"

TechCrunch urged us all to "stop before you voicemail", which is a neat take on what is happening in the hyper connected world. Because basically, no one has time to check their voicemail anymore because "they live in other environments", i.e. their Google Reader, or MS Outlook. I know of one Irish financial institution that has banned employees from turning on Voicemail. Employees were just turning it on, getting down to their paperwork, but were not being responsive to customers and other employees. Their customer satisfaction and customer service ratings were taking a hammering as well because if you left a message and an employee didn't answer it until the next day.... well, there goes your SLA.