Tech vs. the Volcano
When the Icelandic volcano Eyjafjallajökull erupted and subsequently spread its ash across European flight paths the industry it had the most effect on was travel. But it has had an effect on the tech sector as well, even if it has been under-reported. That tech industry mainstay, the conference, was the first element affected. One of ReadWriteWeb’s writers had his trip to Funconf rescheduled. Sponsor Speakers at stateside conferences have had to cancel and conferences themselves have been canceled, rescheduled or, like Drupalcon , delayed. The website for Microsoft’s Management Summit in Las Vegas carries a warning and says that they are “tracking the situation as it affects our attendees, speakers, sponsors and exhibitors.” Although the damage to the airline industry might well be in the billions of dollars, and the damage to fruit and flower growers also significant, what about the delivery of high tech hardware to, from and through Europe? Most companies employ what’s called just-in-time inventory and delivery strategy. The positive is they save money, especially on storage. No warehouses either at the source nor at transit points or points of sale see smartphones and laptops gathering dust. Instead, they’re sped in at the last moment. But when the transportation industry is compromised, just-in-time becomes where-the-hell-is-everything? We wrote about Apple’s delay in opening international sale of its iPad tablets. Will this geological tour de force force the delay further? Reuters reports that high-tech hardware manufactured in Asia has bottlenecked. “Across Asia, freight forwarding firms and exporters faced stalled delivery of goods typically transported by air, including mobile phones, high-tech consumer electronics, luxury fashion items and advanced Asian electronics components critical to production lines in Europe.” Slashgear reported a delay in the delivery of the first 1,000 Pandora open-source handheld gaming consoles. “That volcano has brought all Pandora and iControlPad shipments to a standstill,” Tweeted Pandora dev Craig Rothwell .”A bloody volcano is the latest delay, crazy” If anyone in the ReadWriteWeb community knows of other delivery delays or conference cancellations ( alliterating like a Saxon ), let us know in the comments. Photos by Frid Geirsson Discuss
People on the Move in the Social Business Industry: April 18, 2010
In an effort to recognize the changes in the social media space, I’ve started this post series ( see archives ) to both track and congratulate folks who get promoted, move, or accept new exciting positions. Please help me congratulate the following folks: Also, my submission form has changed to a new URL, the former Google form was giving me problems, so please use this one going forward . Lots of movement in the social business category, including a few key hires at firms that get the social business landscape and quite a few submissions continuing to come in on the form. Bruce Tempkin , top blogger at Forrester and Analyst departs Forrester, you can find his blog announcement . I’ve admired Bruce’s commitment and quality of work as a fellow colleague, and wish him luck on his next ventures. He really is one of the Star Analysts out there, be sure to connect with him and clinch his sage advice early before he gets totally booked. Dr Natalie Petouhoff “Dr Nat”, is a former colleague at Forrester covering the customer experience and knows the Social CRM landscape and social support. She’s also moved on, you can find her blog , and you should connect with her as she launches her consulting career. Dion Hinchcliffe joins the Dachis Group, one of the leading consulting firms that gets social business. The Dachis Group is poised to become the next system integrator vendor and consulting firm, and I expect them to give the ‘big’ consulting firms a run for their money as they continue to hire talent, thought leaders, and stay nimble and flexible. Steve Gillmor, famed Techcrunch IT editor (and former colleague of mine at PodTech) j oins Salesforce in the strategy team . This is an extremely smart move for Benioff as Salesforce knows success of the chatter and appxchange platform is to connect with the web startups. Steve is a direct and indirect influencer over the startup ecosystem and this lays a big bridge down for Salesforce to take marketshare in the developer ecosystem. Mona Nomura joins MySpace as a social media marketing manager , her online presence will match with the youthful and active MySpace community, a key hire in the regrowth and build of MySpace. Sanjay Dholakia former CMO at Lithium is now heading up Crowd Factory as the CEO , I’ve worked closely with Sanjay and am looking forward to see the next successes he does in the future. Uwe Hook launches BatesHook focusing on business transformation agency by integrating Social Media initiatives. Maria Ogneva joins Biz360 as Director of Social Media Propel and manage online buzz for Biz360, a social media monitoring and measurement platform. Greg Hollings joins FreshNetworks as Head of Community Management Manages and heads up the community management team at busy social media agency. Glenn Conradt joins CoreMedia as Vice President of North American Marketing, Sales and Operations. Dean McBeth joins Wieden + Kennedy as the Old Spice Community Manager focused on using social media to maximize the positive perception of the brand and the effectiveness of campaigns. Ryan Turner joins ZAAZ as Director, Social Media Lead the social media practice at ZAAZ, part of the WPP network. Brett Goodwin joins MyWebGrocer as Senior Account Director focused on sales. Sabrina Suares joins MyWebGrocer as Director, Eastern Sales Talented Bob Garfield joins Fizz as Consultant in Residence, I look forward to the work he does, find his announcement blog post . Ben Grossman joins Oxford Communications as Interactive Strategist Launch concerted social communications group and serve as interactive strategy lead for digital projects from an integrated standpoint. Ariel Sasso joins DataXu as Marketing Communications Manager Growing DataXu’s reputation and presence with integrated marketing, communications and social media initiatives. Tom Edwards joins Red Urban as VP, Digital Strategy & Emerging Technology Digital & Social Media Strategy How to connect with others (or get a job): Several people have been hired because of this blog post series, here’s how you can too: Submit an announcement If you know folks that are moving up in the social media industry, submit to this form Seeking Social Media Professionals? If you’re seeking to connect with community advocates and community managers there are few resources This list, which started with just 8 names continues to grow as folks submit to it. List of Social Computing Strategists and Community Managers for Enterprise Corporations 2008 –Social Media Professionals . Job Resources in the Social Media and Web Industry Web Strategy Jobs powered by Job o Matic (Post a job there and be seen by these blog readers, these affiliate fees pay for my hosting) Read Write Web keeps announcements flowing at Jobwire , although is broader than just social media jobs Facebook group for community manager group in Facebook Jake McKee’s community portal for jobs Chris Heuer’s Social Media Jobs SimplyHired aggregates job listings, as does Indeed ForumOne Jobs for Social Media and Community Teresa has a few jobs, some around community New Media hire has an extensive job database Social Media Headhunter Social media jobs Jobs in social media Altimeter Group’s list of social media consultants and agencies Social Media Strategists and Community Managers for 2010 Hiring? Leave a comment If you’re seeking candidates in the social media industry, many of them are within arms reach, feel free to leave a link to a job description (but not the whole job description, please)
ReadWriteWeb Events Guide, 10 April 2010
There are seven new events on the calendar this week: Head over to Stanford University to learn whether the real-time Web is an imperative or insanity. Check out the Net Prophet conference in Cape Town, South Africa. There’s also the Digital Sport Summit in Melbourne, Australia. And don’t forget to register for ReadWriteWeb Mobile Summit 2010 ! How do you like your events guide? You can import individual events into Google Calendar using the link beside each entry, or download the entire thing as an iCal (and Google Calendar-importable) file, or even view it as a world map . Know of something cool taking place that should appear here? Let us know in the comments below or contact us . Sponsor 13 – 15 April 2010: Dallas, Texas PubCon South PubCon , the premier search and social media conference, features the industry’s biggest names and key players shaping the future of the Web. PubCon South will include cutting-edge panel sessions exploring tracks dedicated to search, social media and affiliate marketing, an intensive professional search and social media training program, and some of the world’s top keynote speakers. PubCon South at Dallas will also hold a one-day, two-track slate of intensive educational training programs led by some of the industry’s most respected search professionals. The event takes place at the Richardson Conference and Civic Center. Register here . 16 April 2010: Mountain View, California Under the Radar: Cloud Under the Radar: Cloud is must-attend event for dealmakers and heads of IT from large enterprises, SMBs, service providers, carriers and media companies who are responsible for helping their companies leverage new technology and innovation in the fast-evolving IT ecosystem. Join us for the 15th Under the Radar conference, featuring a hand-picked selection of the world’s most innovative cloud startups among 350 top tech, media, telcom and finance executives. For ticket and more information, visit http://undertheradarblog.com . 16 – 17 April 2010: Royal Oak, Michigan FutureMidwest FutureMidwest is the region’s largest technology and knowledge conference. Founded by Adrian Pittman, Jordan Wolfe and Zach Lipson, FutureMidwest is the fusion of two successful conferences held in Michigan in 2009 – the Module Midwest Digital Conference and TechNow. Both conferences highlighted how technology and digital tools have dramatically changed the way we do business and the effect this transition has had on companies. FutureMidwest kicks things up a notch with presentations, group breakout sessions, relationship-building opportunities and influencers who are taking action to redefine business in the digital age. Register here . 17 April 2010: New York City Seven on Seven Seven on Seven will pair seven leading artists with seven game-changing technologists in teams of two, and challenge them to develop something new – be it an application, social media, artwork, product, or whatever they imagine – over the course of a single day. The seven teams will unveil their ideas at a one-day event at the New Museum on April 17. Seven on Seven Participants include, on the technology side, Ayah Bdeir (artist and programmer), Jeff Hammerbacher (Accel Ventures/ Facebook), David Karp (founder of Tumblr), Andrew Kortina (of Bitly/ Venmo), Hilary Mason (of betaworks), Matt Mullenweg (founder of Wordpress), and Joshua Schachter (currently at Google, formerly at Yahoo, and founder of delicious), and on the art side, Tauba Auerbach, Cao Fei, Aaron Koblin, Monica Narula, Marc Andre Robinson, Evan Roth and Ryan Trecartin. Conference attendance includes a half-day session where the seven teams will unveil their ideas, followed by a cocktail reception in the New Museum Skyroom. Find registration information here . April 19, 2010: St. Louis Missouri Social Fresh St. Louis The social media conference for marketers, Social Fresh is not about concept, but focused purely on case studies from the front lines. Learn what social media can really do for business bottom lines. Over the course of the day you’ll hear from 35 speakers from companies like Ford, Best Buy, Scottrade, Hardees, CMT and many more. Register now and use coupon code RWW15 for 15% off. 19 – 21 April 2010: San Francisco, California DrupalCon DrupalCon is the premier conference focused on Drupal, the award-winning open source content management framework that is galvanizing social publishing and web development today. For a registration fee of $195, attendees get three full days of sessions led by the best and brightest Drupal experts. Drupal has been downloaded over 2 million times since its inception, and project growth has doubled annually for several years. Drupal is used to deliver a wide variety of application types including blogs, wikis, community networks, digital media portals, and web content publishing and management. 20 April 2010: Palo Alto, California The Real Time Web: Imperative or Insanity? The cost of creating, sharing and distributing data in real-time has become essentially zero, leading to an explosion of user generated content. Currently, every minute: 500,000 pieces of content are shared on Facebook, 25,000 messages are created on Twitter, and 20 hours of video are uploaded to YouTube. Over the last decades, the amount of data created by individuals has doubled every two years. How do we effectively use that data to make decisions that drive value for consumers and businesses? How much data is too much to handle? And what’s the opportunity for entrepreneurs? In this event , VLAB engages with entrepreneurs, investors, and established players to separate reality from hype while examining key business opportunities. 26 April 2010: San Francisco, California Future of Money and Technology Summit The Future of Money & Technology Summit will bring together the best and brightest thinkers around money, including visionaries, entrepreneurial business people, developers, press, investors, authors, solution/service providers, and organizations who work where cash and commerce collide. We meet to discuss the evolving ecosystem around money in a proactive, conducive to dealmaking environment. Featured speakers include Jolie O’Dell, formerly of ReadWriteWeb, as well as representatives from Wells Fargo Bank, Kiva, SharesPost, Jambool, Founders Fund, Outright.com, SoftTech VC, and many more. Use discount code “rww” to get 10% off registration . 3 – 6 May 2010: San Francisco, California Web 2.0 Expo San Francisco Web 2.0 Expo San Francisco brings together the designers, developers, entrepreneurs, VCs, marketing professionals, product managers, and business strategists – from startups to enterprises – that are building the next-generation Web. Along with a vibrant Expo Hall and plenty of networking opportunities, four main conference tracks cover a spectrum of Web 2.0 topics from business strategy to Web design, user experience, developer hacks, community building, real-time, mobile, cloud computing, user-generated content, and more. Featured speakers include Chris Anderson, Ben Huh, Charlene Li, Kevin Lynch, Hilary Mason, and Brad Stone. Register today . 7 May 2010: Mountain View, California ReadWriteWeb Mobile Summit 2010 The ReadWriteWeb Mobile Summit 2010 will be an exploration of the latest Mobile development trends – both the technology and the emerging business applications. Get ready to explore, think and create the future of Mobile with the brightest in the industry, your peers! As in our last Summit, The Real-Time Web, the ReadWriteWeb Mobile Summit is an unconference. An unconference is a participant driven conference where the agenda is created on the day, in real-time and discussions are lead by conference participants. Read about the history of unconferences . We will have two main tracks at this Summit – Development and Business – so the Summit will be of interest to managers, marketers, developers, innovators, entrepreneurs and thought leaders alike. Here’s a sample of some of the topics we’ll explore in both of these tracks. Geo-location services – what can you do using location as a platform ? Commerce & Marketing – as more and more consumers use smartphones, how can businesses utilize this channel? Content, Publishing & Recommendations – the technologies and best practices. Mobile Social Networking – how to tap into communities on mobile devices. Internet of Things – the emerging opportunities from sensor and RFID data. Augmented Reality – the technology and business applications of AR. Native App vs. Browser Based – Including iPhone, Android, RIM, Palm, Windows Mobile and Symbian. Click here to register now , or to become a sponsor , or to help shape the conference . 11 May 2010: San Francisco, California FinovateSpring FinovateSpring 2010 will again showcase the most cutting-edge financial and banking technology innovations to Silicon Valley and the world. With Finovate’s signature mix of short, fast-paced onstage demos (no slides are allowed) from handpicked companies and intimate networking time with their executives, this conference packs a ton of unique value into a single day. Come see the cutting edge of banking and financial technology and network with hundreds of the leading financial executives, venture capitalists, press, industry analysts, bloggers and fintech entrepreneurs. Early bird registration rates are available. 13 May 2010: Cape Town, South Africa Net Prophet 2010 Conference Taking place on 13 May, 2010 at the Old Mutual Business School in Pinelands, Cape Town, this is the second annual Net Prophet conference to be hosted by the RAMP Foundation, a non-profit entity created by the RAMP Group as a means for social investment within the local Internet based economy. After a very successful conference last year, where over 400 attendees tapped the minds of leading Internet experts and successful entrepreneurs, Net Prophet 2010 will build on the same format and anticipates on reaching many more people. May 17 2010: San Francisco, California SF MusicTech Summit The SF MusicTech Summit will bring together 700-plus visionaries in the music/technology space – the best and brightest entrepreneurs, developers, investors, service providers, journalists, musicians and organizations who work with them at the convergence of culture and commerce. We meet to discuss the evolving music, business and technology ecosystem in a proactive, conducive-to-dealmaking environment. Enter the discount code “rww” to get 10% off . 18 May 2010: Silicon Valley, California Founder Showcase On Tuesday, May 18th, 10 companies elected by over 13,500 registered CEO Members of TheFunded.com will present to an audience of 200 investors, founders, and members of the press. A panel of experts will critique the pitches, and voting from those in attendance will determine the grand prize winner, who will receive $2,500 on the spot and a host of other prizes. Founder Showcase guests will be treated to food and drinks, as well as informative talks by two leading Silicon Valley CEOs. There is also a networking and Pitch Table area for startups, service providers, and investors to convene. Previous investors that have attended include Charles River Ventures, JAFCO, Leapfrog, Polaris, Draper Fisher Jurvetson, First Round, Blue Run, and various angels. Over $250,000 has been raised by presenting companies that met investors at previous Founder Showcase events. Use discount code “RWW” to get a 10% discount. 18 – 19 May 2010: Santa Clara, California Social Media Strategies Social Media Strategies is a conference on social business, social marketing, advertising and optimization. Social media technologies are fundamentally changing the sales, marketing and operations process. Business are leveraging social technologies to acquire, market, and communicate with customers. This conference features cutting edge topics, keynotes, workshops and discussions that provided strategic knowledge, insights and real world examples on how to successfully plan, implement and manage your organizations social media efforts to achieve your business goals. Use the code “readwriteweb” when you register and get $100 off . 19 – 21 May 2010: San Francisco, California eCommAmerica Emerging Communications Conference & Awards (eComm) is focused on what’s “Next in Telecom, Mobile & Internet Communications”. It’s designed to accelerate communications technology and business model innovation. Participants attend to be exposed to the latest technologies, research, companies, trends and opportunities. Day three this year is being dedicated to augmented reality. AR may prove to be as significant as the introduction of the Internet itself, moving computers off desks and out of their separate modality into our lives. Use discount code ‘ReadWriteWeb’ for 10% discount. 25 – 27 May 2010: Denver, Colorado Glue Glue is the only conference devoted solely to exploring the problem-sets facing architects, developers and IT professionals in a “post-cloud” world. Glue focuses on the APIs and protocols (Twitter, Facebook, Websockets, PubSubHubBub, XMPP), formats and standards (RDF/Linked Data, JSON, Microformats, HTML5), platforms and providers (Amazon, Rackspace, Google App Engine, Salesforce.com, Eucalyptus), Identity Protocols (OAuth/WRAP, SAML, OpenID, SPML) emerging NoSQL data models (Cassandra, CouchDB, MongoDB, Riak, HBase), and other mechanisms that are building the post-cloud world. ReadWriteCloud will be blogging live from Gluecon and CloudCamp, and ReadWriteWeb’s Alex Williams will be moderating the “Managing Complexity in the Cloud” session. Please join us May 25-27 in Denver, Colorado. ReadWriteWeb readers can receive 10% off of registration by using the code “RWW12″. 27 – 28 May 2010: Beijing, China Global Mobile Internet Conference The Global Mobile Internet Conference is designed specifically for entrepreneurs, executives and influencers to understand and capitalize on the growing opportunities in mobile internet. Though focused on opportunities in Asia, much of the conference dialogue is intended to compare and trade best practices across borders, especially between the East and West. Around 1000 industry leaders from Asia, Europe and North America are expected to attend. The conference will be in English, Chinese, Japanese and Korean. 28 May 2010: Beijing, China Global Mobile Internet Conference – Innovation Show & Startup Competition The Global Mobile Internet Conference Innovation Show intends to be a launch pad for innovative mobile internet startups from around the world. Innovation Show finalists will have the opportunity to present their company to an expected 1,000 investors, industry leaders, and press. Finalists will be judged by and receive feedback from a team of respected venture capitalists and angel investors. The judges will choose one company as the GMIC Innovation Show Winner. Startups must apply by April 4. 15 – 16 June 2010: New York City Corporate Social Media Summit The Corporate Social Media Summit is a two day conference focused exclusively on how big businesses can take advantage of social media to enhance their marketing/comms strategy. Featuring: Practical and relevant insights from peers who have already used social media successfully 20-plus corporate speakers (including PepsiCo, Whole Foods, Dell, McDonald’s, General Motors, Citi, Johnson & Johnson), Best practice, benchmarks and practical next steps you can use to take advantage of social media in your business A tightly-focused agenda with 14 in-depth, practical workshops giving you knowledge on only the most critical business issues surrounding corporate use of social media Save $400 if you quote RWW400 when booking. Book here . 22 – 24 June 2010: Santa Clara, California Velocity Now in its third year, Velocity – the Web Performance and Operations Conference from O’Reilly Media – is dedicated to helping people build a better Internet that is Fast by Default. Join hundreds of web developers and experts under one roof from June 22-24, 2010 in Santa Clara, CA Velocity packs a wealth of big ideas, know-how, and connections into three concentrated days. You’ll be able to apply what you’ve learned immediately for high impact results and you’ll come away prepared for what’s ahead. O’Reilly Velocity 2010 is the premier conference dedicated to building industrial strength sites, at internet speed. Register Now and save 25% with discount code “vel10rww”. 29 – 30 June 2010: London Cloud Computing World Forum The 2nd annual Cloud Computing World Forum is the perfect event to learn and discuss the development, integration, adoption and future of cloud computing and SaaS. Building on the success of the 2009 show, this two day conference and free-to-attend exhibition will provide a focused platform for the global cloud and SaaS industry. Show highlights include: Co-located with CloudCamp London Co-located with Green IT conference Free-to-attend exhibition with seminar and scenario theatre Free-to-attend evening awards presentation Hear from leading case studies on how they have integrated cloud computing and SaaS into their working practices Learn from the key players offering cloud and SaaS services Evening networking party for all attendees 7 July 2010: Melbourne, Australia Digital Sport Summit Digital Sport Summit is Australia’s premier sport and digital media event. Hear from social media pioneers who are changing the face of Australian sport. Learn how social media and mobile technology is taking fan engagement to a whole new level. Speakers on the day will cover a variety of topics including: iPhone application development for sport Convincing management of the case for social media How to monetize social media Fantasy sports Social media from an athlete’s perspective With speakers representing Essendon Football Club, Cricket Victoria, Herald Sun, Football Federation Australia and more. Digital Sport Summit will take place at the Melbourne Cricket Ground. 5 October 2010: New York City FinovateFall FinovateFall will return to Manhattan on Tuesday, October 5 to showcase dozens of the biggest and most innovative new ideas in financial and banking technology from established leaders and hot young companies. The Fall event is the original and largest Finovate and features a single day packed with our special blend of short, fast-paced onstage demos (no slides are allowed) and intimate networking time with top executives from the innovative demoing companies. FinovateFall is a unique chance to see the future of finance and banking before your competition and find the edge you need in today’s market. Early bird registration rates are available. Download this entire events calendar in iCal format. Discuss
WeoGeo: How the Cloud Makes New Markets Possible
Cloud computing is affecting the evolution of content management systems and the manners in which data becomes a service. Business services are evolving as cloud computing forces people to think more about how information is organized and shared. At the consumer level, Apple iTunes will be replaced by cloud computing services, often referred to as online music storage lockers. People have become accustomed to using iTunes but as people get access to more data, they will find new ways to organize information. And the kids will realize how the information can be shared. Sponsor At the business level, cloud computing is having a profound effect in a number of markets. In the mapping world it’s leading to new forms of content management systems that use data for specific niche purposes. Services like WeoGeo offer new forms of geo-spatial, content management systems and marketplaces that offer deep repositories of data, like a giant map case in the sky. It’s in some ways like a content management system and marketplace for map makers, an age old craft now in a different dimension. Foe example, WeoGeo offers a map library and a marketplace , designed specifically for surveyors, engineers, architects, geoscientists, and cartographers. It offers both the library and the marketplace as data services, petabytes of data stored in the cloud. All of its services are available via RESTful web services. Is that a big deal? We kind of think so. Web oriented architectures require the data to be browser compatible. With RESTful, companies can create new kinds of mashups baked into a new generation of content management systems that correlate to specific communities. That’s the evolution taking place. Applications that can share data through API’s that provide the capability to organize new sets of data and shared in a variety of manners. The service is in contrast to what Google and Microsoft offer. Both of these companies use map data to enhance their services. They serve as ways to lock in data that they use for search and advertising. SimpleGeo is a similar service to WeoGeo but it uses geodata to makes applications more location aware. ESRI represents the old guard of the industry and is the market leader in mapping software. It’s a proprietary platform. But the real future for the mapping world is in the cloud. It serves as a place that data can be served and built upon. It’s also the place where markets will develop. It’s like a data fabric that the map makers use to sell their works. It’s a community made of developers. And that’s how communities evolve. They trade between themselves, thus creating the demand. It’s similar to how the publishing market evolved several hundred years ago. Book makers traded books. As more books were published, the market grew. We are in the same place with data as a service. Google and Microsoft will not and can not control the entire market. The foundation for geo market services will strengthen as its developer/small business community evolves. Its these small businesses that represent the future. Discuss
This Tweet is Priority 1: SalesForce.com’s Chatter is Transactional Social Media
Soon, Twitter users will be in a better position to get satisfaction with the companies that they do business with. This morning, SalesForce.com is announcing that the Chatter beta developer preview has grown to 500 companies and is integrated with its popular Service Cloud offering. The company has shown its ability to leverage the disruption of social media – rather than be disrupted by it. We had a chance to review the new tools and experience what an end-to-end social media driven customer experience looks like. It was eye-opening for us – and is coming soon to the 70,000-plus customers of SalesForce platform. Sponsor The first thing we learned in our briefing with SalesForce is that the company has fully digested the reality of the new web. The company talks about how it started on a mission to bring the power of great web applications like Amazon.com to enterprise customers. Now, ten years later, the web and the company have moved on towards the new dominant engagement model on the web, Facebook, YouTube, and Twitter. Here is a graph the SalesForce team shared with us on the emerging trend of Internet usage, a key driver in how the Chatter product has been considered. SalesForce makes a case that a fundamental shift is underway and its completely re-factoring the engagement model. The company calls it the “Facebook Imperitive”, which we interpret as “be as social and easy to use as Facebook, or whither”. Reminiscent of the Wired Magazine’s “Wired: Tired” lists SalesForce shares its observations of the fundamental shifts in the industry. We see Amazon.com as the old incumbent leader of the Internet being replaced by Facebook. Also series of observations that show the landscape change dominated by mobile, location, and web standards. Here, we see a Chatter enabled service desk, where we can easily see the different channels that have opened tickets for customer service. A case that has been opened via Twitter is seen in the dashboard here. It can be shared among team members, or escalated. We think this is an interesting evolution of the “follower” mechanic borrowed from Twitter. In this case, you can be assigned a topic to follow, since in the enterprise there is a job to be done. Here, we see the familiar Twitter interface as the origination point of the case being managed internally. From what we learned, several marquee customers such as Bank of America plan on rolling out Chatter plus Service Cloud. Shown here is the Bofa Twitter feed responding to individuals in the public forum. Some of the productivity benefits offered by Chatter plus Service Cloud offered by the company are listed here: “Monitoring Priority Cases: Service agents can stay on top of high priority cases, updates to critical knowledge articles, and the latest product updates Locating Expertise: Service agents can follow experts across their organization and instantly get help from other agents, other departments, or from across the company Real-Time Case Collaboration: For high priority cases, service supervisors can assemble the best expertise and information to close complex cases faster SLA Management: Salesforce Chatter proactively can alert service agents of upcoming service level agreement milestones that they must meet Sales-Service Alignment: Service agents and sales reps can share the latest case and opportunity updates for their customer to ensure good service means good business” We think there could be several big winners with SalesForce Chatter release. SalesForce may have found its way into the entire enterprise, where it becomes essential to connect departments and individuals together in the best collaboration model possible. Twitter seems like a big winner here, where it is now being demonstrated as the front end to customer service relationships. This pattern has been developing for several years with leaders like Comcast servicing customers with Twitter . Now, its moving to the next level where when you Tweet an issue, you’ll essentially be opening a ticket. And, where tickets are opened, you can be sure that it is someone’s job to close them. It seems that Twitter being cemented into enterprise processes just like the telephone of yesteryear. Consumers win by getting faster answers with less searching in document bases, or waiting in call center queues. Consumers also win by bringing speed and transparency to the process. No longer, will we wait on hold all alone, as we’re bringing our followers with us with every Tweet. IT departments that have invested in document management and other solutions will now be able to extend their reach Customer service departments that have the job of closing tickets and meeting SLAs (Service Level Agreements) Welcome to the future of customer service, no telephone required, but your smart mobile device is definitely invited. Do you believe SalesForce.com onto the next big shift in enterprise computing with the upcoming launch of Chatter? Photo credits: Salesforce.com Discuss