Open Spaces

I just came across a KPMG whitepaper called Enterprise 2.0: Fad or Future written by Gary Matuszak. It contains a nice collection of case studies of companies using social software (wikis, blogs, RSS, mashups etc.). Gary sees the value of Enterprise 2.0 in:

• Knowledge sharing and management
• Problem solving
• Innovation
• Collaboration

I think we also need to realise that in the enterprise cost reduction, revenue generation and customer service can never be left out of the equation. Enterprise 2.0 performs well in these categories as well. Here are some simple examples for each category:

• Cost reduction - Wikis and blogs as customer-facing publishing tools improve customer self-service levels and therefore reduce help desk costs
• Revenue generation - Blogs can personalise a company and put a face with its services and products. This removes a barrier to engage with people in the online world and will increase online sales
• Customer service - Social software adds another channel to the communication with customers. Empowered customers are happier customers!

The full paper is available here.

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