I was browsing the web and I stumbled across this site: Web 2.0 in the Workplace. It talks about how companies can use web 2.0 tools to improve performance. It begins by addressing what is probably a major issue for most - the loss of control over the organization's image or message. Because web 2.0 allows for all parties to contribute, some users may contribute a perspective that is not quite aligned with the organization's, which may concern various stakeholders.
Personally, I believe if many of those stakeholders in a position of power within the organization take a leap and give web 2.0 a chance, they will realize that this is a risk worth taking. By giving employees and customers the opportunity to voice their opinions and give feedback, the company will be supplied with a ton of information that can be used to design a better product or service. Sure, it won't be all positive feedback and that can be scary because who wants to be told they aren't doing an amazing job, but having the opportunity to receive instantaneous feedback from various types of users will help the organization better itself if the feedback is used constructively. This could potentially even help organizations to troubleshoot issues more quickly, while helping to better meet the needs of the consumers.
Can it really hurt to at least try it?
In his book Good to Great, Jim Collins says that the companies that make the leap to great always confront their demons by engaging in the pursuit of brutal honesty from peers, subordinates, and customers.
ReplyDeleteKnowing the absolute truth, whether good or horrible, is the only way to make real, effective adjustments to business models. I think Web 2.0 is one way to get that brutal honesty that Collins speaks about.
And when someone posts a comment that is not quite aligned with the organization, perhaps it is the organization that is out of alignment.
Good observations Jen.