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"What will be required is a completely new range of services – which we might call non-training services – that are focused on supporting continuous performance improvement and learning in the workflow as people do their jobs.
The Workplace Development Services (WDS) framework has therefore been developed to help organisations understand the range of new services and activities that will be required, as well as the tools and platforms to power these activities, and the new skills and mindset involved."
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1 – Training/Instructional Services
This service area will continue to design, deliver and manage training, e-learning and/or blended learning events. However the amount of this type of intervention is likely to reduce over time as other forms of learning are seen to be more effective.
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2 – Performance Support Services
This service area will focus on providing access to, and supporting an individual’s use of a range of resources (content and people) for performance improvement. Activities will include creating (top-down) resources like job aids, e.g. by re-purposing courseware, but will also involve supporting the creation of employee-generated content,
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"To unleash the creative potential of teams, HR leaders must help set a solid foundation, provide insights so team members can successfully cope with differences and coach team leaders on positive ways to approach the collaboration so the team will be high-performing, "
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Human resource executives can help their organizations use teams more effectively by providing resources for team leaders to deal with friction, dissension and dissatisfaction head on. When this happens, teams not only produce outstanding results but also unleash the creativity of team members and build commitment to the organization and its goals.
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Lack of support for a team culture. This shows up in various ways, all of which are damaging. For example, management "empowers" the team, but still demands that everything be cleared through senior leadership, or management refuses to decrease other responsibilities for people participating on the team.
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"Social CRM sets the stage (or assumes) that HR, Sales and Marketing are now everyone's job. However, social CRM when built with workflows - needs organizational structures and processes to enable it. And I am not merely talking about policy. The questions that need to be answered are:"
"Redmond has launched a pilot program called TechSupport Marketplace on its Microsoft Answers forum. Independent experts will bid for a chance to help users fix their tech support problems, kind of like an eBay for tech support."
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Microsoft has launched a new limited pilot program on its Microsoft Answers forum that will eventually see independent experts bidding on tech support that users post. These experts "have the skills and ability to troubleshoot and help resolve customer technology problems when the customer needs cannot be met through existing self-help channels,"
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The idea is simple. Users will post questions on the new website and a select group of technical experts will bid to provide support to the user
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"While some companies, notably Netflix (the just renewed the Netflix Prize) and Emporis (real estate data), have built their own crowdsourcing capabilities internally, this is not something most companies are experienced with or prepared to do themselves. It also often doesn't make sense to build a crowdsourcing environment in-house unless the work to be done is strategic to the business. For these organizations there are now commercial services available which have all the necessary ingredients to begin using them right away to crowdsource."
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While Internet startups have had considerable success with crowdsourcing over the last few years, including with its more serious cousin peer production, it's only recently that they've focused on creating the tools and communities that can be readily consumed by enterprises.
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"The challenge is that these teams are unable to scale, even a support team of ten full time folks at Comcast will have a hard time responding to all customers in all social channels. As a result, expect companies to resort to scalable ways to respond to customers, such as:
The Four Social Support Strategies"
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1) Do Nothing: Use Legacy Support Channels
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2) Employee Based Support: Employees Respond to Customers
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Instead of the standard “org chart” with a CEO at the top and employees growing down like roots, turn the whole thing upside down. Employees are at the top — they’re the ones who actually get stuff done — and managers are underneath them, helping them to be more effective. (The CEO, who really does nothing, is of course at the bottom.)
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