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Enterprise Communications: Next Big Thing Is Embedded
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ChrisMurphy
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ChrisMurphy,
User Rank: Author
8/18/2014 | 8:32:11 AM
Re: The 24/7 business
Great point Broadway -- these systems can turn email into a LESS effective tool, if they cram that channel full of alerts. (That said, my InformationWeek account is set up to get email notifications when someone replies to a comment, so it worked to know that you'd shared a fresh viewpoint. It worked here!) 
ChrisMurphy
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ChrisMurphy,
User Rank: Author
8/15/2014 | 4:53:22 PM
Re: The 24/7 business
But no channels go away. We have all these other channels, but you still have to monitor email like a hawk, b/c people expect fast answers. This just speaks to the need for technology to help us manage these interuptions, lest we work so hard collaborating we never get anything done.
Curt Franklin
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Curt Franklin,
User Rank: Strategist
8/15/2014 | 12:10:09 PM
Re: The 24/7 business
@SaneIT, we're absolutely moving the direction of always-available interactions with companies. The question is whether this is a good thing, a bad thing, or just a thing. As a long-time "night owl" I tend to go with "good thing" but I understand the arguments that say we should have more time in which we don't expect to transact business rather than less time away from our electronic tools.
Curt Franklin
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Curt Franklin,
User Rank: Strategist
8/15/2014 | 12:08:14 PM
Re: The 24/7 business
@Stratustician, I think you're right: The technology will inevitably change the way that we expect to interact with the company. The spread of the technology will bring up another set of issues, as well: We saw at the recent Black Hat that many of the embedded systems were far more trusting than is optimal. In several cases, researchers showed that it's almost trivial to defeat the minimal security that exists. Customers are going to want to see assurances that their account and other private information is secure before they're willing to interact with these systems in any significant way.
Curt Franklin
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Curt Franklin,
User Rank: Strategist
8/15/2014 | 12:04:30 PM
Re: Kindle help
@soozyg, that's a great question. We've seen, in the case of "healthy food", that what customers say they want and what they're willing to buy (or in this case, use) can be two very different things. It's nice that Amazon has included the one-button help feature, but it would be interesting to see how many of their customers know that it's there and take advantage of it.

For what it's worth, I've found Amazon's "regular" support to be quite good. A couple of years ago I had a problem with the music downloader and ended up in a couple of extended de-bugging sessions with Amazon software development. I was stunned at the level of access and the lengths to which they were willing to go to solve my problem.


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