“ A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.” The Cluetrain Manifesto (1999)
What it means to our customers “ (More) people <like me>” “ I can talk to them when, where and how I want.” “ I don’t need to listen to your corporate voice, I have a million other people who’ve <lived you> to tell me the real deal.” “ The crowd will average it out for me.” “ Then I’ll decide.”
“ RIGHT NOW, your customers are writing about your products on blogs and recutting your commercials on YouTube. They are defining you on Wikipedia and ganging up on you on social networking sites like Facebook.” Groundswell
Questions to think about Would we listen, or do we know best ? Are we happy to be challenged? Are we happy to change? Do we care about customer contentment? (After all we assess their worth) How reactive to the customer are we? How do we handle feedback/suggestions? If they don’t do it <here> they’ll do it <there>
Platform: family <Laura> VC’s speech; Twitter; Qik; Seesmic Questions of openness; how do academics, student services staff engage in Platform | Facebook | YouTube? Anonymous, member of community? Expert view
Questions to think about <ul><li>How should we/could we/are we changing? </li></ul><ul><li>Does the Starbucks and Dell model translate to the OU? </li></ul><ul><li>Are we truly open? To ideas/customer feedback/ </li></ul><ul><li>What does open mean in Web 2.0 world? </li></ul><ul><li>How are your orgs responding? </li></ul><ul><li>Does this Web 2.0 thing add up? Is it still about big brands and big hits? Is the ‘long tail’ useful (profitable)? </li></ul><ul><li>What does it mean to be an academic? </li></ul><ul><li>How do we take <in here> support <out there>? </li></ul><ul><li>Do we need to be direct participants in group discussions, or just monitor? </li></ul><ul><li>Do we see the opportunity? Our community is so large they will naturally be in those spaces </li></ul><ul><li>Do empowered customers and online citizens make empowered learners (it’s still a slog!)? </li></ul>
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