'Enterprise 2.0' - enabling the ultimate customer experience with Web 2.0 content management

At Jadu, we see Web 2.0 technologies as an evolution for the web: a means of delivering and consuming 'packets' of information and data - either to the customer - or from the customer. But also, as a means of freeing the publishing process to be more engaging and less one sided.

 

This is a fundamental shift in the way the CMS considers the user and the customer. Sharing content, data and multimedia across repositories, customer messaging via the CMS, submission of rich content and media from the customer to the CMS, analytics data - these are all services that can make a CMS more efficient and the user experience richer.

We developed certain technologies to use some of the principles inherent in WEB 2.0:

• Polling of services through RSS, WebServices and content feeds (managing other peoples content as well as your own) with the Jadu CMS Feed Manager
  
• User led data capture - presentation of back end data sources enhanced with user-led data
• Enabling customer self service through forms based question/ answer (guided self-service) with XForms Professional
  
• Enabling user led search, with integration to authentication technologies and user based 'rank this result' listings with Rupa for Google Search Appliance
  
• Providing integrated access to services on the Intranet and enhancing knowledge and collaboration with Blogs and Wiki's
• Enabling non-technical business managers to develop powerful enterprise CMS based websites, collaboration sites, portals and extranets using Galaxies
  

Our focus for the moment is using these technologies to enhance internal communications with Jadu Intranet 2.0 and build internal communities. Once organisations can collaborate, discuss and share internally - the barriers to translating this to the customer are so much lower.

Our challenge is to change the mindset of old-school leadership inside these organisations - the mind set that still feel moderation and safety need to be considered before collaboration and open contribution.

We want organisations to benefit from the rich knowledge of people. Wiki's, for example, make for an excellent knowledge dissemination tool for public service delivery - a local authority is challenged with complex services, many experts in the field and little knowledge shared. A community enriching a central repository would go a long way to solving that problem.

So we've publised a white paper - to describe how we approach CMS and what it means to the organisation - and fundamentally - to your customers (and ours).