Web of Gold

The Web is but a canvas to our imagination - ideas and digital strategies to finding gold at the end of every Web journey

Tuesday, February 27, 2018

Interesting Articles and Updated Blog site

There is so much change that has happened in the Customer Experience Management (or Digital Experience area) that I wanted to capture a few interesting ones here.

  Blogs -   I noted in my last post that my blog articles are now on OpenText's site.   We have updated our blogging platform and now the new site is here:   CEM Blogs

               You can read a little more about me here  CEM Expert

  Articles -  I have written or been quoted in a number of articles that capture the digital disruption in our markets today.

               Changes in Customer Communications

              CEM trends webinar - video round table approach

Monday, February 13, 2012

Check us out at Engage U.

I realize that I should have made an update on this blog site when I switched from blogging here and having it syndicated to my employer's activity feed and started blogging directly under the Engage U. site. As most of my blogging is work related, it made sense to work from one source.

So, come and check out the site at EngageU (www.opentext.com/engageu) to read more about what is happening the the world of web and customer engagement.


Sunday, July 3, 2011

The News is not as it seems

A while back, watching the U.S. game show -Million Dollar Money Drop - there was a question asking, "Who was chosen as Time Magazine's "Most Trusted Man in News for 2009"?" Of all the choices, the answer was comedian Jon Stewart. In my opinion, his comedic take on headline news is a breadth of fresh air to the usual negative stories that seem to take top slot on the local evening news. What happened to the local kid who won the spelling bee or saved the cat out of the tree? Well, I suppose I will give credit to the world coverage of the Royal Wedding as a jolly event. I just prefer to avoid the negative evening news in favor of keeping tabs on the Trending twitter-sphere. The trouble with Internet stories, as I tell my mother, is to double check the facts and look for signs of Photoshop editing. Not everything you read on the Web is true. (she asks... "Really???" - LOL)

I am taking liberty on a comment Jon mentioned during an interview with Chris Wallis, about laziness. The Internet has made it easy to pass along "news" without verifying facts and thus propagating inaccuracies. Forwarding a tweet or email without verification is tantamount to the childhood game of whispering a word to your neighbor and seeing what becomes of it as it makes it's way around the circle - it is usually quite different from the original.

Corporations are not immune to this phenomenon either. The game players usually laugh at the morphed results, but it's not so funny when it happens in real life. Take for example the recent situation in Scott Bowen's blog "Check the Facts" regarding an inaccurate post by an independent analyst firm. As an employee of OpenText, I can confirm we are continuing to develop new features for Web Site Management as shown in recent case studies - like Lone Star College - showcasing their success with the product.

If we were playing the whisper game, what might have returned from its travel around the social circle, is not that WSM is in a "Death Spiral" but rather it has a "Great Future".

Death Spiral

Death Spira

Heath Spire

Heat Stire

Geat Sture

Great Suture

Great Future

Tuesday, April 26, 2011

Customer Experience is all about the ME

To paraphrase Don Tapscott famed author of Wikinomics, and Toby Bell of Gartner, who both described this new genre of information sharing -

"If the news is important, it will find me."

I can't remember the last time that I turned on the TV to watch the news. I get notified via my Twitter stream if there is anything important going on in the world. The connection of information from various sources to the numerous channels people visit is a daunting task for any marketer. Hence, part of my job is to make this transference of knowledge as easy and unobtrusive as possible. Multi-channel distribution is the technical term - for many it is "just let me watch what I want where I want and in the form I want."

As a mother of teen and tween girls, I am always fascinated by their easy adoption of technology that has been around only as long as they have been alive. They take it for granted that they can find out or watch just about anything on the Web today. I am reminded of a conversation that might just sound familiar to those of you with tech-savvy kiddos.

Scene: At the grandparent's house with limited internet gadgets.

child: "Dad, can I watch my favorite cartoon on TV?"

dad: "No, grandma doesn't have that channel."

child: "Then can I have the iPad?" (note - Netflix watch instantly is enabled there)

dad: "No, I am using it right now."

child: "Then can I have my iTouch?"

dad: "Yes, but grandma doesn't have wifi, so no cartoons are available."

child: "Does she have a gamebox to watch it on?"

dad: "No, just go play outside."

Try explaining the ubiquity of content being delivered to so many different devices using different methods of internet access - it is lost on a child who just wants to what their show - right now!

Now, being a product marketer for OpenText's Web and online product line, I appreciate the power of the technology that makes the Web work almost like magic. We just released an update to our Web Experience Management product line that makes finding content easier (with Semantic search) and viewing rich media seamless from browser to mobile phones. Our focus on the ease to which information can be shared and consumed is a must-have in this "Net-generation" world we live in today.

(check out the recent Press Release )

Here is a view of our inline editing that makes it easier to manage the Website.

It is important to cater to your different audiences - provide the most compelling Customer Experience possible. Forrester Research found that this is a top priority in 2011 for content and collaboration professionals. WCM systems make achieving this goal a lot easier.

The question to ponder is: Are you delivering the ME experience today?

Wednesday, February 23, 2011

The Magic of the Silver Screen

As I flew over the Hollywood sign to land at LAX today, I looked down on the tiny cars traveling the coastal and city highways and I was reminded of the magic this city creates through the motion picture industry. Having just watched Tron over the weekend, I see those tiny cars as the light jets racing along beams of light, like the content on the information superhighway. I was so anxious for Jeff Bridges (as Kevin Flynn) to get out of his trapped world of programs and linear order. ( I did wonder how he created water, though – hmmmmm). The magic that was created on the screen was even more impressive that Disney brought old footage into the new movie. I often talk to customers about reusing content in new ways – well there you go – Disney did it exceptionally well. Imagine the miles of footage that must exist in their video closet – whew! I would not want to be the one to go through hours of video without a digital media system to help sort through the chaos.

I have to provide a shameless plug for OpenText’s Media Management solution. It handles media assets with ease; the slick new user interface, storage and publishing capabilities has made many a media company happy to have it in control of their most valuable assets. Check it out at: www.opentext.com/magic

But wait, there’s more. Perhaps you can relate to this story.

Year 1990
Daughter: “Do you have a picture of me in that red dress when we went to someplace when I was little?”
Me: “Hmm… can you be a little more specific?”
Daughter: “You know, the one where I was sitting on the piano in that red dress?”
Me: “Well, if I did have such a picture, it would likely be in the box of photos in the attic.”

- Skip forward in time to where photography is digitally stored and old photos have been scanned in –

Year, 2011
Daughter : “ Mom, do you have a picture of me from last Christmas with that cute reindeer hat?”
Me: “Yes, I tagged it with your name, Christmas 2010 and cute knit hat. Just search on MyPictureAlbum for the tag – I also ranked it with 5 stars seeing how you were so cute in it.”
Daughter: “Found it – it was at the top of the results list for '5-star hat photos'. Thanks mom!”

Without media management tools to store, manage and publish our most prized digital memories, we’d spend more time sifting through pages over and over again instead of going out and creating new memories to share with relatives almost immediately across the globe. Business is the same way. To really leverage the investment you make into a photoshoot or video production, it should be stored, tagged and easily retrieved for future use. Keeping control on digital assets is easy with the right tools.

Tuesday, September 21, 2010

Are you Monetizing your content to its fullest potential?

If you haven't seen yet, Open Text has launched its latest integrated ECM software release #ECMSuite2010. While there are many great features added to the products and the seamless navigation between browsing records to creating new documents, process workflows on mobile devices and ultimately embrace an engaging online experience via Web and Social facets, the real story lies in the ability to elevate existing information to more eyes and minds than ever before.

When I first use this term Monetization (or even specific terms like Social Capital, Consumerization of the Enterprise or even Online Channel Optimization) I often get a frown or furrowed brow as different organizations tend to think I am not referring to their business - convinced I must be referring to the retailer who wants to sell their products over the Web. But that is not the whole story. Every organization can embrace the online world (Web, mobile, digital signage, podcasts, video, etc.) to share their stored intelligence and use the Web as a means of processing tasks, finding that important nugget of information, and engaging experts in a new medium. Unlocking the hidden potential of content (any digitized document, file, image, recordings...) for the purpose of increasing revenue and reducing costs - simple but true.

There are many interpretations of Monetization in Web 2.0 applications. One example is in government agencies for their initiative to engage constituents in e-gov or online resource sites. The critical factor in this project is to ensure that secured documents remain secured and that any new user generated content follows the same rigor to compliance and governance policies as established by the agency. This is where Open Text has a firm handhold on the importance of combining the rich experience of the online channel with the transactional and compliant content lifecycle demanded by organizations across the world.

Question to ponder: How well is your organization exposing its content to enrich the customer experience, make it easier to find what they are looking for without tripping over corporate policies and incurring overwhelming IT costs to get there?

Monetization of content is not just about adding links to documents or showing web reports of the most popular downloads. It is fundamentally about using the tools at hand to make our lives easier, learn from each other and share information in an exciting preferred way. This means embracing process valued applications like case management, social media tools like wikis and giving the end user control of their own content views via a personalized presentation portal. Together these applications can extrapolate value of content once thought lost or not important.

Remember the value of content is in the eye of the beholder - so embrace their desire to engage with you whether on your Website or mobile devices.

To read more about this topic, check out the new book by Tom Jenkins, "Managing Content in the Cloud". It has many examples of how organizations have embraced this new paradigm and taken the next step in their journey to monetize the assets they have and expand their usage of the online world in their favor.

Sunday, August 22, 2010

Gearing up for Web stories

Wow, where did the summer go? After a brief hiatus, I have officially blocked time for blogging again and bringing back the focus on creative uses of the Web in corporate, government and educational environments. One of the best sources to hear from a variety of Open Text customers, across regions and industries, is at the annual Open Text Content World event. This year, it will be held in Washington D.C. in November and I am anxious to hear how many of our customers are taking the Web to the next level. I have been visiting a few customers recently and am amazed at how they are embracing the Customer Experience, placing value on the use of social tools and for some, incorporating mobility into the picture of their online strategy. All hot topics for our Content World user event.

I always get excited when I see organizations progressing along the maturity model of Web 1.0 to Web 2.0 and Web 3.0 trajectory(though the definition of Web 3.0 is still debated). Some industries have such potential to embrace the Web more for their communication medium, and other groups are pushing the envelope to truly monetize the value of their information in new ways. The online channel is not only about traditional e-commerce applications, but rather using the browser, the mobile and smart phones, even print or mashups to provide valuable and relevant content / information to those who request it in a format that they want it and listen to their feedback to make the next experience even better. The real gem lies in the ability for the organization to be nimble and take a risk - get that new Web app or next generation Web site live. The online channel is not the easiest thing to measure a true ROI, but without participating there is no hope of capitalizing on the technological advances that make harnessing the intelligence inside organizations or out in the social network of the World Wide Web a reality.