Web Development Live

Helpstream, a leading provider of on-demand collaborative customer service solutions, today announced the general availability of the Helpstream Summer 2008 release, which contains over 130 enhancements to help companies understand customer attitudes, tap into community knowledge, and build winning relationships. By further integrating case management, knowledge management, and community collaboration, companies can leverage the power and familiarity of the Web to engage their customers in a rich, collaborative self service experience.

“Many companies turn to call deflection as a way to deal with increasing service demand, but in doing so they fail to engage the customer at a point where their attitudes and needs are conspicuously obvious,” said Anthony Nemelka, CEO of Helpstream. “By placing Community at the forefront of customer service, Helpstream enables anyone in a company or its community to be an effective customer service agent. This truly modern approach significantly expands the pool of knowledge available to each user by leveraging the Internet for what it does best connecting people to information quickly and effectively.”

The challenge for many companies is that their interaction with customers is too often one dimensional centered on resolving issues and ending the interaction. Consumer familiarity with Web 2.0 tools has led to higher expectations. Helpstream provides a convenient and affordable alternative to this one-size-fits-all service approach and helps companies embrace the web-enabled world to build customer loyalty through relationships.

Helpstream is an approachable application designed to engage users in a company’s customer community with an easy to learn and use interface, while offering internal service organizations the same benefits combined with ease of administration and a low cost deployment model.

The Helpstream Summer 2008 release continues to build on this idea by leveraging end-user familiarity with common office productivity tools, such as email and calendaring software.

YOU’VE probably heard of the term Web 2.0. It was invented by
computer book publisher Tim O’Reilly and refers to the increasingly
large number of internet applications that are collaborative and
interactive.
There are many examples - Wikipedia, Second Life, social
networking sites such as Facebook and MySpace, photo sharing site
Flickr and a host of others. These have emerged just in the last
few years and have already changed the way many of us use the
internet.
Indeed, they have changed the way many of us live. This tends to
be especially true of younger people, to whom cyberspace is almost
as big a part of life as the “real” world.
Until now, Web 2.0 applications have mostly affected
individuals. Companies and government organisations have largely
retained more traditional methods of communication. The primary
collaborative technology for most organisations in the modern world
has become email, which is very much a Web 1.0, or first
generation, internet application.
That is now changing. Web 2.0 applications are increasingly
finding their way into the enterprise. This phenomenon has,
inevitably, been dubbed Enterprise 2.0. That term was invented last
year by Harvard Business School professor Andrew McAfee, who has
emerged as something of an international authority on the subject.
Last week I heard a remarkable presentation by Professor McAfee on
the state of play with Enterprise 2.0 worldwide. His talk was
beamed in via Skype from Orlando, Florida, where he was attending
an enterprise search conference. He spoke to 200 of us assembled in
a conference room in Sydney’s Luna Park to discuss Enterprise 2.0
in Australia.
First, Professor McAfee defined the subject. Fair enough. He
invented the term, after all. “Enterprise 2.0 is the use of
emergent social software platforms within companies, or between
companies and their partners or customers.”
Those “emergent social software platforms” are the Web 2.0
applications we looked at above. Professor McAfee refers to these
as “free and easy” applications, in contrast to something like
email which he describes as “a channel which closes down after each
message”.
Another key point about these “emergent applications” is that
the important thing is how the software is used, not about how it
is delivered, or how it is developed, or how it is integrated. The
key to Enterprise 2.0 is usage - getting more people in the
organisation using software applications that enable them to share
ideas and information.
The event I attended where we heard Professor McAfee’s words of
wisdom was the grandly named “Enterprise 2.0 Executive Forum”, run
by Sydney company Future Enterprise Network (FEN). FEN
(futureexploration.net) is run by Ross Dawson, who has become one
of Australia’s leading internet gurus in recent years. He also runs
regular events on the future of media.
We also heard, via the wonders of a Skype videolink, from Euan
Semple, formerly head of knowledge management at the BBC. Mr Semple
reported to us from his sister’s kitchen in Munich, where he was
working as part of his new career as an adviser to European
companies on Enterprise 2.0 issues.
We also heard, from real live individuals within the room, about
a number of Australian companies and their use of Enterprise 2.0
technologies. Westpac is using Second Life for staff training.
Bionic ear company Cochlear uses a wiki for software development.
Pharmaceutical company Janssen-Cilag has developed a blog-like
corporate internet for internal communications. Clearly, Enterprise
2.0 is here.
But there is reluctance to embrace the technology in many
quarters. Mr Semple told of some of the problems he had introducing
the technology at the BBC. “There are significant cultural hurdles.
Many senior managers are not comfortable with the tools. I often
found it was easier to go around barriers rather than confront
them. It is easier to apologise afterwards than to ask permission
up-front.”
He spoke about one manager who could not initially believe that
staff could be trusted with social networking tools in a work
environment. He was worried that they would waste time, or that
material in blogs could be read by people outside the organisation
and give away corporate secrets.
These sorts of issues, as many speakers discussed, are common
barriers to the introduction of Enterprise 2.0 technologies in many
organisations. But the common theme was how these barriers can be
overcome and the many benefits that the technology can bring to the
organisation.
“It’s cheap, it’s easy and it conforms to the way knowledge
workers work,” Professor McAfee says.
“Among strongly tied co-workers, a wiki can function as a kind
of online whiteboard. Among those with looser affiliations, social
networking tools are very important, and can serve as bridges to
other networks, just as they do in the personal sphere.
“And blogs are great ways of coming across serendipitous
information, helping innovation and fostering new ideas.”
We’ve been hearing for years that companies need to be smarter
and more responsive and that they need to find new ways to tap into
employees’ capabilities. Enterprise 2.0 tools would seem to offer
just those capabilities. This may scare some people of my
generation but with the Gen X and Gen Y types coming through, they
will have no choice.
graeme@philipson.info

YOU’VE probably heard of the term Web 2.0. It was invented by
computer book publisher Tim O’Reilly and refers to the increasingly
large number of internet applications that are collaborative and
interactive.
There are many examples - Wikipedia, Second Life, social
networking sites such as Facebook and MySpace, photo sharing site
Flickr and a host of others. These have emerged just in the last
few years and have already changed the way many of us use the
internet.
Indeed, they have changed the way many of us live. This tends to
be especially true of younger people, to whom cyberspace is almost
as big a part of life as the “real” world.
Until now, Web 2.0 applications have mostly affected
individuals. Companies and government organisations have largely
retained more traditional methods of communication. The primary
collaborative technology for most organisations in the modern world
has become email, which is very much a Web 1.0, or first
generation, internet application.
That is now changing. Web 2.0 applications are increasingly
finding their way into the enterprise. This phenomenon has,
inevitably, been dubbed Enterprise 2.0. That term was invented last
year by Harvard Business School professor Andrew McAfee, who has
emerged as something of an international authority on the subject.
Last week I heard a remarkable presentation by Professor McAfee on
the state of play with Enterprise 2.0 worldwide. His talk was
beamed in via Skype from Orlando, Florida, where he was attending
an enterprise search conference. He spoke to 200 of us assembled in
a conference room in Sydney’s Luna Park to discuss Enterprise 2.0
in Australia.
First, Professor McAfee defined the subject. Fair enough. He
invented the term, after all. “Enterprise 2.0 is the use of
emergent social software platforms within companies, or between
companies and their partners or customers.”
Those “emergent social software platforms” are the Web 2.0
applications we looked at above. Professor McAfee refers to these
as “free and easy” applications, in contrast to something like
email which he describes as “a channel which closes down after each
message”.
Another key point about these “emergent applications” is that
the important thing is how the software is used, not about how it
is delivered, or how it is developed, or how it is integrated. The
key to Enterprise 2.0 is usage - getting more people in the
organisation using software applications that enable them to share
ideas and information.
The event I attended where we heard Professor McAfee’s words of
wisdom was the grandly named “Enterprise 2.0 Executive Forum”, run
by Sydney company Future Enterprise Network (FEN). FEN
(futureexploration.net) is run by Ross Dawson, who has become one
of Australia’s leading internet gurus in recent years. He also runs
regular events on the future of media.
We also heard, via the wonders of a Skype videolink, from Euan
Semple, formerly head of knowledge management at the BBC. Mr Semple
reported to us from his sister’s kitchen in Munich, where he was
working as part of his new career as an adviser to European
companies on Enterprise 2.0 issues.
We also heard, from real live individuals within the room, about
a number of Australian companies and their use of Enterprise 2.0
technologies. Westpac is using Second Life for staff training.
Bionic ear company Cochlear uses a wiki for software development.
Pharmaceutical company Janssen-Cilag has developed a blog-like
corporate internet for internal communications. Clearly, Enterprise
2.0 is here.
But there is reluctance to embrace the technology in many
quarters. Mr Semple told of some of the problems he had introducing
the technology at the BBC. “There are significant cultural hurdles.
Many senior managers are not comfortable with the tools. I often
found it was easier to go around barriers rather than confront
them. It is easier to apologise afterwards than to ask permission
up-front.”
He spoke about one manager who could not initially believe that
staff could be trusted with social networking tools in a work
environment. He was worried that they would waste time, or that
material in blogs could be read by people outside the organisation
and give away corporate secrets.
These sorts of issues, as many speakers discussed, are common
barriers to the introduction of Enterprise 2.0 technologies in many
organisations. But the common theme was how these barriers can be
overcome and the many benefits that the technology can bring to the
organisation.
“It’s cheap, it’s easy and it conforms to the way knowledge
workers work,” Professor McAfee says.
“Among strongly tied co-workers, a wiki can function as a kind
of online whiteboard. Among those with looser affiliations, social
networking tools are very important, and can serve as bridges to
other networks, just as they do in the personal sphere.
“And blogs are great ways of coming across serendipitous
information, helping innovation and fostering new ideas.”
We’ve been hearing for years that companies need to be smarter
and more responsive and that they need to find new ways to tap into
employees’ capabilities. Enterprise 2.0 tools would seem to offer
just those capabilities. This may scare some people of my
generation but with the Gen X and Gen Y types coming through, they
will have no choice.
graeme@philipson.info