Steve Mann: Enterprise 2.0 and Process

Steve Mann on his personal blog discusses some of his work at SAP. I think this piece is really important as a way to think about the “executive dashboard” of the future, with a way to help move conversations that happen online into processes inside organizations. These conversations can be used to enable organizational change and responses. Read more:

AbleBrains: Evolution, Enterprise 2.0 and Integrating Conversations with Processes

What we’ve done is integrate conversations into enterprise processes so that they are actionable on behalf of the enterprise. These take 2 forms. Conversation -> Process integration and Process -> Conversation.

A good example of Conversation -> Process integration was demonstrated yesterday briefly but to elaborate, by pulling Tweets into the SAP Business Suite and applying a sentiment engine to those tweets, a customer service rep can make those conversations actionable by identifying and emerging customer or brand issue. Someone may be complaining about your product or service. With Sentiment analysis not only can an organization proactively address a looming customer crisis but they can initate corporate processes such as raising a Customer Service Ticket to initiate a problem resolution process.