BizSci Answers: Building an Internet Strategy
BIZSCI IN
BRIEF
For most companies, the Internet should not
be viewed as a strategy on to itself, but an important component in
a total market communications strategy. To improve your Internet
strategy, first prioritize the products you want to sell to
important market segments. Next, determine where you need to
improve your Internet assets to make it easiest for segments to
both find and buy your products. This is only the first phase of an
overall profit strategy that includes Profit Forms analysis and constant
optimization of the product-segment mix. WJones
Question
I am
researching
options for developing and growing my company's
website. Experience has
provided me with plenty of opinions on what to do, but I am
interested in formalizing to a greater degree my approach and am
curious about options for utilizing existing plans or tools for
defining Internet strategy.
In the BizSci Spotlight: Airline Service (part 1)
BIZSCI IN
BRIEF
Many U.S. domestic air carriers still
struggle to stay one step ahead of bankruptcy, despite the examples
of standouts like Southwest and JetBlue. These airlines have yet to
fix holes in their service infrastructures that result in frequent
unmet customer expectations. Until these airlines inventory all
customer expectations and ensure they are met at each customer
touch point (ticket counter, web, call center, gate, and aircraft),
their businesses will continue to suffer.
What's
Broken?
It's 11:30 pm. After a two hour delay, I had
finally boarded a commuter plane at Atlanta's Hartsfield
International en route to Dulles and home. Instead of taking off,
it seemed that something was very wrong. Although the passengers
had been asked to take their seats, fifteen minutes had passed with
no one to close the door. Worse still, the flight attendants looked
like anxious parents at a child's birthday party hoping it
really was a good idea to reserve a clown just returning
from rehab.
Lemmings Can Stay Seated
A meticulously
dressed business woman in the isle seat to my right was more than
concerned about the delay. She first asked and then demanded to
know what was going on. I paused my iPod long enough to determine
she was not armed, and continued listening to an audio rendition of
Ayn Rand's Atlas Shrugged. Twenty minutes later, I noticed
the passenger had returned, her black pumps slightly wobbly and her
matching skirt slightly wrinkled. She was quietly saying something
with an expression that begged attention, so I paused my wireless
headset again. With a tenor that could have been a sob if her tear
ducts were working, she quietly heaved,
"They said I have to leave the plane. ..... Was I
threatening?"
A woman behind her, seemingly fully occupied with the tag team
effort to subdue a two-year old lifted her head and offered, "Yes,
you were rude."
The Entertainment Arrives
Before the
passenger was removed, she had been successful with short words to
gain an attendant's assistance in "allowing" her to remove her
seat-belt and pose a question to a person in-charge. She had then
walked to front of the plane, unfortunately finding the person in
charge was the same efficiently listening attendant. Incredulous
that there was no pilot or co-pilot AND that she was
expected to sit indefinitely without explanation, I surmised that
she began making quiet demands ... first that someone call to find
out what the !*_k happened to the pilots and then that someone tell
the passengers when the !*_k they would be departing.
I didn't hear her directly, but the next two announcements told the
story. Three minutes after she left her seat came the first
announcement,
"This is the flight attendent. As I am sure you have noticed our
departure is delayed. Unfortunately, our pilots have not yet
boarded the plane, but they should be arriving shortly. Thank you
for your patience."
Five minutes later came the second announcement,
"I am pleased to announce that our pilots have arrived! After a
short pre-flight checklist, our plane will depart
momentarily."
Based upon the short time between the arrival of the pilots and the
ejection of the passenger, it seems the pilots must have been
greeted by the same senior attendant, requesting authorization to
immediately remove a disorderly passenger.
On the Road: Hosted Telecommunications Keynote
HOSTED VoIP EDUCATIONAL LUNCHEON
LEARN HOW A PRESTIGIOUS GLOBAL LAW FIRM—VOTED BY FORTUNE MAGAZINE READERS AS A TOP "GO-TO LAW FIRM” EVALUATED AND IMPLEMENTED A HOSTED VOIP SOLUTION
The presentation in flash format is here.
The event notice is here.
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Intro to Minimum Computational Requirement
The Minimum Computational Requirement or MCR is an analytical method for helping an organization determine the least amount of technology required for a function or organization.
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Understanding Minimum Computational Requirement (MCR)
Ever notice that your fastest computer is the little one in your pocket?
Consider some of the daily tasks you need technology to accomplish, read e-mail, check your calendar, answer the phone, listen to a song. You can browse any e-mail in seconds, as long as you use your Blackberry. Similarly you can find and play any song or video in seconds, as long as you use your iPod.
Unfortunately, it typically takes longer to perform these "simple" tasks on your office desktop or laptop.
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Where's Knowledge Management in the Legal Information Infrastructure?
This document attempts to answer the following questions:
- Can we create a culture that promotes knowledge management across the firm?
- Can we stop the leakage of knowledge capital?
- Can we leverage knowledge capital to improve the efficiency and quality of legal services?
- Can we provide technology that facilitates knowledge management on-line and off-line?
- Can we integrate KM with Outlook and other collaboration tools?
see full PDF
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