3 posts tagged “web 2.0”
There are people out there who really love design, and love thinking, writing, and inspiring others to do the same. Here are a few links I was shown this week by a friend at Brain Traffic that are worth sharing.
Boxes and Arrows
A List Apart
Eight Shapes
My local paper runs a weekend book review feature in the business section called Saturday Reader. The books that are typically discussed relate to best practices in business, an interest area of mine.
In August, this review was offered about two books, each of which dealt with a similar theme: how does a business person deal with dissatisfied customers?
The books reviewed included Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 and A Complaint Is a Gift.
Everyone has been on both sides of this issue: either being complained to, or having a complaint. If your experience is like mine, the titles of these books say much that needs to be said.
One issue that the review doesn't touch on is the challenge of "getting" at the discontented customers. How do you hear from them before their issue snowballs into a crisis?
I liked this phrase in the review especially: "...the passion evinced by unhappiness can be an entry point for further dialogue."
Reading here today about the phenomenon of the "unconference" and how it is the in-person equivalent of Web 2.0, I was struck with the image of what must have been a lively interaction between "speaker" and "audience" at the ancient church councils.
Of course there must have been politics, and certainly there is also a good deal of politics at an unconference as well. "No distinction between speaker and audience" is a tenet of the unconference. My denomination, a modern strand of Presbyterianism, should consider these principles for some of its meetings.
As threatening as this kind of democratization might be to our system of government, it could prove to be quite useful.
