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In general, I think the behavioral changes that are being sort of pioneered by Facebook,
and Twitter, and LinkedIn, and Foursquare and some of those companies are inevitably
going to affect the way every business has to operate because the behavior of the consumer
and the employee is being altered and the expectations of the employee are being altered.
So if you ask will a bank have to use that kind of work flow where the message is sort
of, coming more organically out of other behavior online, I think inevitably they will have
to. Because that's just how people would want to work. If it is more efficient, people
are going to want to do it.
I actually wish there was a way to consolidate all the channels into one universal inbox.
I think Facebook, in fact, would like to serve as the vehicle to do that for its users. In
Facebook, instant messaging and email do get consolidated in the same thread, which is
actually quite significant.
Yea, I see all of my messages from any individual in one continuous thread, so if they text
me or email me, it basically all gets consolidated, which I find very convenient by the way, so
that, you know, from the standpoint of searching your interactions with the given individual
and understanding how you got to a certain interchange with them, it is quite helpful
to have a continuous historical thread that is time based.
But again, I don't think we have got the answers on any of these communication tools,
I think they inevitably have to continue evolving. There is enormous room for innovation. The
volume of data that we are sharing and passing around is just going to continue to grow exponentially
and the tools to manage it are going to have to revolve very rapidly to deal with that.