Aug 042011
 
Who's responsible for the social identity of your organization?

Can you really rein in what’s said or written about your company? Do you use policies to enforce the rules? Do you still think social media is a fad? Last week, I read a post by Klint Finley titled “Study: Execs Aren’t Yet Sure What to do About Social Media.” It is a nice, short article, so I won’t mind if you jump over and skim it through before coming back here… If it is true that these executives “aren’t yet sure what to do”… Perhaps they are working on [read more…]

Jul 272011
 
User adoption and the psychology of names

There’s no clever title today, just a clever first sentence. Let me dive into this topic with some background. I’m helping a company with an internal portal strategy, and one of our concerns relates to user adoption. My concerns aren’t only about functionality. They aren’t just about usability. I also have a concern for naming. You see, this global company has a lot of paper forms, a lot of email, and many subsidiaries acquired over the last decade. Each of these matters to me when I think of how users [read more…]

Jul 262011
 
How do you manage demand effectively?

You don’t manage demand. You can’t manage demand. It’s not a powerful question to ask because it’s not within anyone’s capacity to carry out. When our customers line up and take a number to make their requests of us, demand simply is. Though we may have processes in place to manage our limited resources, we should never be confused that we’re actually managing demand. As long as people have concerns to care for, there will always be demand. As long as technology can help take care of some of those [read more…]