Tuesday, March 27, 2007
Drinking From A Firehose is Nothing New
Every manager likes productivity gains, don't they. That's why multi-tasking is almost a job requirement these days. But does multi-tasking lead to increased productivity? Alec Saunders reports on recent reports that when a knowledge worker is interrupted by an email or call, it can take as long as 15 minutes for them to get back into the work they were doing. It was with interest that I saw Sam Seti of Vecosys cover the evolution of RSS feeds being turned into voice feeds. With this new service from HearMeAnyWhere the content provider gets a phone number and subscribers ring that number to get the feed as Text To Voice. Another company KnowNow has launched itself into the big time RSS-In-The-Enterprise space, landing over $12m in funding. KnowNow seem to be positioned as "information flow through RSS control" but that you can control that flow through subscribing to the flow (think of it as persistent search within the enterprise). The "push" element of KnowHow's Enterprise RSS should be of interest to anyone that is looking to move to the next level in their outbound email campaigns. As employees are "subscribing" to feeds with similar "tag clouds", it might also be possible to uncover previously submerged social networks within the company, and between the company and its ecosystem of suppliers, partners and customers. What all this is crying out for is some measure of "Return on Attention". Call centres and customer service managers have known for years that they need the right information in front of the agent to close out a customer query within the first call. In this instance, Return on Attention would be measured as the return on the systems and processes that you have installed to enable your agents to close out more calls within the first interaction. It might be worth while checking out Teqlo to see how their new RSS feed management modules might simulate a KnowNow functionality, and then you could trial and pilot how RSS feeds could be best sculpted to your real needs.