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In 2008 Deltacom organized a team to provide an innovative approach to online customer relations. The result was a highly innovative use of open source technology to provide a rich customer portal for real-time support, online bill payment, and plan adjustments, all focused on customer satisfaction and new revenue growth.
As one of the world's largest multinational organizations, Shell faces the daunting communications challenge of connecting and engaging a global work force of about 102,000. Spread over more than 90 countries and territories, these employees come from diverse cultural backgrounds and speak a multitude of languages. In 2003, it became apparent that a consolidated intranet presence was the obvious way to create the necessary synergies between staff around the world.
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Once upon a time, when the pilot shut down the engines of the aircraft, there was a short period of calm as passengers readied themselves for the torment of the baggage carousel. Now, the silence is broken by the noise of mobile phones being switched on and the beeps of messages arriving. We live in a world where being away from email and text messages for even an hour means that we are concerned that decisions have been made without our invaluable input.
I've just returned from a 3 week trip to Shenzhen, China, working with a large telecommunications manufacturer whose intranet for sales and marketing required development of new taxonomy and information architecture. In these situations, our first task is education.
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Information 2015: Reforming the Paradigm; Réussir un projet Intranet 2.0
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