I was in a session today with colleagues across the industry put on by the Consortium for Service Innovation. Much of our agenda was around the impact of online communities and social media on knowledge centered support environments. As you dig into the impact of web2.0 in this space, the dialog naturally branched in many interesting directions including:
- Community segmentation
- The role of emotions and conflict in online communities
- The impact on call centers and traditional knowledge management
- Tools and technologies
- Roles and responsibilities
- Organizational change management
- …and more
It was on this last point of organizational change management where we discussed what the indicators of a "flat company" might be (related recent post). The more we discussed, the more it seemed we were discussing a new business age…what seemed to me to be an "Age of Individualism." I’ve talked about something related as consumerism meaning "consumer empowerment," but this term really has a different definition and doesn’t work well globally.
I liked the phrase "Age of Individualism" when I said it. I wrote it down and thought, ah, there’s a blog post. Turns out, I’m hardly the first (once again) to have this particular thought. A quick online search found a nicely written piece by Micro Persuasion blogger Steve Rubel I recommend reading.
At any rate, nice piece Steve.
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