By using this site, you agree to the Privacy Policy and Terms of Use.
Accept
SmartData Collective
  • Analytics
    AnalyticsShow More
    data analytics in sports industry
    Here’s How Data Analytics In Sports Is Changing The Game
    6 Min Read
    data analytics on nursing career
    Advances in Data Analytics Are Rapidly Transforming Nursing
    8 Min Read
    data analytics reveals the benefits of MBA
    Data Analytics Technology Proves Benefits of an MBA
    9 Min Read
    data-driven image seo
    Data Analytics Helps Marketers Substantially Boost Image SEO
    8 Min Read
    construction analytics
    5 Benefits of Analytics to Manage Commercial Construction
    5 Min Read
  • Big Data
  • BI
  • Exclusive
  • IT
  • Marketing
  • Software
Search
© 2008-23 SmartData Collective. All Rights Reserved.
Reading: It’s not a full-duplex world
Share
Notification Show More
Latest News
data analytics in sports industry
Here’s How Data Analytics In Sports Is Changing The Game
Big Data
data analytics on nursing career
Advances in Data Analytics Are Rapidly Transforming Nursing
Analytics
data analytics reveals the benefits of MBA
Data Analytics Technology Proves Benefits of an MBA
Analytics
anti-spoofing tips
Anti-Spoofing is Crucial for Data-Driven Businesses
Security
ai in software development
3 AI-Based Strategies to Develop Software in Uncertain Times
Software
Aa
SmartData Collective
Aa
Search
  • About
  • Help
  • Privacy
Follow US
© 2008-23 SmartData Collective. All Rights Reserved.
SmartData Collective > Uncategorized > It’s not a full-duplex world
Uncategorized

It’s not a full-duplex world

mfauscette
Last updated: 2009/08/07 at 3:31 PM
mfauscette
5 Min Read
SHARE

200908061816.jpg I remember buying my first speaker phone. I had them in my office of course but I needed one for my home office so I bought a good consumer model and set it up. The first conference call I did was very frustrating; it seemed that every time I talked no one else could interrupt me and even worse, when someone else talked I couldn’t interrupt them. Was not like the office at all (commercial phones and a lot more expensive), and not conducive to useful conversation. The problem, the phone was half-duplex, so it only worked in 1 direction at a time. My office phone, full-duplex, real conversation enabled.

We’re in this time of transition as the social web starts to impact business in a significant way. We’ve learned a lot from our efforts to use the web and the new social enablers like Facebook, Twitter, 12Seconds.tv, Qik, YouTube, etc. I wonder though, if our business are ready for a full-duplex conversation? Business, for the most part, has been at best half-duplex for a long time. My favorite (or least favorite) is the customer service nightmare we call Interactive Voice Response (IVR). Talk about a bad name — interactive, right. Anyway, where are the …


200908061816.jpg
I remember buying my first speaker phone. I had them in my office of
course but I needed one for my home office so I bought a good consumer
model and set it up. The first conference call I did was very
frustrating; it seemed that every time I talked no one else could
interrupt me and even worse, when someone else talked I couldn’t
interrupt them. Was not like the office at all (commercial phones and a
lot more expensive), and not conducive to useful conversation. The
problem, the phone was half-duplex, so it only worked in 1 direction at
a time. My office phone, full-duplex, real conversation enabled.

We’re in this time of transition as the social web starts to impact
business in a significant way. We’ve learned a lot from our efforts to
use the web and the new social enablers like Facebook, Twitter,
12Seconds.tv, Qik, YouTube, etc. I wonder though, if our business are
ready for a full-duplex conversation? Business, for the most part, has
been at best half-duplex for a long time. My favorite (or least
favorite) is the customer service nightmare we call Interactive Voice
Response (IVR). Talk about a bad name — interactive, right. Anyway,
where are the conversations? I’ve talked a lot about the culture change
that needs to happen to support the transformation to a social business
and I’m starting to think this might be one of the biggest changes.
Full-duplex conversations are very different than half-duplex talk.

More Read

use ai to get the most out of your social media strategy

Use AI to Get the Most Out of Your Social Media Marketing Strategy

Leveraging Social Analytics for Optimizing Your Marketing Strategy
4 Amazing Time Saving Analytics Tools For Social Media Marketing
How Data Science Is Revolutionising Our Social Visibility
How Businesses Are Using Big Data For Social Media Marketing?

Talking with customers happens across your company, but who is
listening? Are the two parts of a conversation assigned to different
departments? Does marketing always talk and customer service always
listen? Are our businesses designed to handle full-duplex conversations
in each customer facing function? Can marketing listen and talk to the
customer? One of the key advances that move into a social business is
the ability to hold conversations with customers at scale. This only
works though if you have an organization that is ready for two-way
communication. And this is not just a customer facing issue. The
problem fundamentally starts as an internal issue. In a traditional
hierarchical organization communication is designed to flow in a single
direction (which is not duplex at all), or possibly in a half-duplex
design but in a vertical path. It is not designed to flow horizontally
across different silo’s and definitely not full-duplex. The basic
culture shift that a social business must embrace starts with
full-duplex communication internally and in all directions. Once that
barrier is overcome then you can turn this to customers, partners,
suppliers, etc. It’s not easy, old habits are very hard to break. What
do you think, are businesses ready for this?

TAGGED: social media
mfauscette August 7, 2009
Share this Article
Facebook Twitter Pinterest LinkedIn
Share

Follow us on Facebook

Latest News

data analytics in sports industry
Here’s How Data Analytics In Sports Is Changing The Game
Big Data
data analytics on nursing career
Advances in Data Analytics Are Rapidly Transforming Nursing
Analytics
data analytics reveals the benefits of MBA
Data Analytics Technology Proves Benefits of an MBA
Analytics
anti-spoofing tips
Anti-Spoofing is Crucial for Data-Driven Businesses
Security

Stay Connected

1.2k Followers Like
33.7k Followers Follow
222 Followers Pin

You Might also Like

use ai to get the most out of your social media strategy
Social Media Analytics

Use AI to Get the Most Out of Your Social Media Marketing Strategy

6 Min Read
leveraging social data for ROI
Social Media Analytics

Leveraging Social Analytics for Optimizing Your Marketing Strategy

9 Min Read
social data analytics
Social Media Analytics

4 Amazing Time Saving Analytics Tools For Social Media Marketing

9 Min Read
revolutionising our social visibility
Artificial Intelligence

How Data Science Is Revolutionising Our Social Visibility

12 Min Read

SmartData Collective is one of the largest & trusted community covering technical content about Big Data, BI, Cloud, Analytics, Artificial Intelligence, IoT & more.

ai is improving the safety of cars
From Bolts to Bots: How AI Is Fortifying the Automotive Industry
Artificial Intelligence
ai in ecommerce
Artificial Intelligence for eCommerce: A Closer Look
Artificial Intelligence

Quick Link

  • About
  • Contact
  • Privacy
Follow US

© 2008-23 SmartData Collective. All Rights Reserved.

Removed from reading list

Undo
Go to mobile version
Welcome Back!

Sign in to your account

Lost your password?