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Thanks James--yes, much performance tuning to come.
From Social Media Today--you're welcome and welcome to the community Sam. Hope to see many more posts from you.
Little bit of a different take here--let's say that online connections are weak and artificial (whatever that means). That may well indicate a ceiling on the potential of social media for social purposes. But business potential begins with awareness, awareness of the commercial entities you might profitably engage with, and, I would argue, more importantly, awareness of the people at those business entities that you need to develop relationships with in order to do business.
Awareness of business entities used to come through advertising, through the yellow pages, and just by seeing businesses along the roadside. That was inefficient. But recognizing the people you could do business with has always been even harder. It came from travel, from phone networking, from personal references. It was slow and self-selecting in the extreme. But social media for business has and will continue to absolutely blow the doors off of those old constraints.
So, yes, online relationships may be thin and weak. But for business that's all the start you need.
Esteban, Great post. It's not clear exactly what kind of decision making you're suggesting can be automated, and that's a pretty important element here. But putting that aside: you say the reason we need to and can automate is that the challenges are so complex and computers are so powerful. But if the challenges are TRULY complex, i.e., gazillions of dynamic data points, then that actually argues in favor of human oversight and veto power, because is all the data accurate and accurate in real time? Of course not. And we know that small anomalies can have outsize impacts.
To bring this back to a customer service specific example, automated decision making has a big place, many issues can be resolved in an automated way. But where people excel over machines--and I think it will always be the case--is in making inductive judgments about how to proceed when the data isn't definitive. And when something as squirrly as "customer satisfaction" is the goal, the data will rarely be definitive.
Bill MacKay--In the future do us a favor and be transparent about your affiliations. You don't mean "This" content curation blog. You mean "your" content curation blog. If you're going to link drop, be a man about it!
Twitter is an incredibly powerful professional tool, where what on a personal level would be called narcissism becomes just the shrewd tooting of your own horn. If it works for you from that professional standpoint, go at it. What makes something a pathology is when you do it even though it's detrimental. So when you're twittering about the project plan that you should instead be working on, then, perhaps, you have a problem.