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Improve Decision-Making: Collaborate to Execute

January 16, 2013 at 6:00 pm PST

This is the last of a four-part series. The previous posts introduced decision-driven collaborationengagement, and evaluation.

Evolving your organization’s ideas around collaboration is an important element of connecting people and empowering them to work together to make better, more-informed decisions. Cisco IBSG calls this “Decision-Driven Collaboration” and outlines within it three core elements that build upon one another in decision making:

  • Collaborate to Engage: Identify key contributors, solicit input, share ideas.
  • Collaborate to EvaluateShape the matter to be decided, consider viable alternatives.
  • Collaborate to Execute: Make a clear decision, align relevant parties, put it into practice.

Execution is more effective when the context, rationale, success factors, expectations, dependencies, and so forth are transparent to those affected. As the IBSG report outlines, this level of transparency requires that leaders: Read More »

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New Cisco IT Blog Series: Collaboration is Good Dog Food

January 16, 2013 at 10:30 am PST

Have you ever wondered where the saying “Eating your own dog food” came from? According to Wikipedia it originated from an Alpo Dog Food television ad (circa 1970′s) where Lorne Green professed to feed his own dogs Alpo. Even better, in 1988 the president of Kal Kan Pet Food was known to eat a can of their dog food at shareholder meetings! Now that is what I call commitment! Simply put, eating your own dog food is “…when a company uses its own product to demonstrate the quality and capabilities of the product.” At Cisco, our version of eating our own dog food is called Cisco on Cisco.

My job is to lead IT Collaboration projects and consulting engagements that drive the adoption and usage of Cisco’s social enterprise software platform WebEx Social. For this reason I thought it was appropriate to call my new blog series Collaboration is Good Dog Food. Get ready for a hearty helping of Collaboration sprinkled with a little WebEx Social. Read More »

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BYOD & Mobility: Transforming the Public Sector

January 16, 2013 at 7:24 am PST

As we’ve all seen, Bring Your Own Device (BYOD) made its way rather quickly into the public sector, and the challenges of implementing within government agencies has been well documented. In order to help agencies face these challenges, GovLoop recently conducted a survey & released “Exploring Bring Your Own Device in the Public Sector”. The report highlights challenges for implementing a BYOD initiative and best practices, and it also provides insights from industry and government experts related to mobility and BYOD.

Included in the report, David Graziano, Director, Security and Unified Access, U.S. Public Sector, Cisco, recently spoke with Pat Fiorenza of GovLoop on the current state of BYOD in government. David stressed that while challenges still remain for BYOD it’s one of the most important trends impacting government agencies. He advised that agencies must embrace BYOD and act on it along with their other mobility initiatives.

Not only does BYOD optimize business lines to workforce productivity and morale, but it’s becoming a necessity for recruitment, as a new demographic of employees enter the workforce and expect to be mobile and access information on any device, any time anywhere. Read More »

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Improve Decision-Making: Collaborate to Evaluate

January 15, 2013 at 7:30 am PST

This is the third of a four-part series. Parts 1 and 2 introduced decision-driven collaboration and engagement. The final post will explore the execution element.

Good strategic decision-making rarely involves the flipping of coins or rolling of dice, although such techniques can come in handy when the outcome defines nothing more than your dinner menu. Business decisions of larger impact require a process that incorporates deeper consideration and more detailed information. Cisco IBSG calls this “Decision-Driven Collaboration,” and emphasizes the need to improve decision-making by improving collaboration, connecting people and empowering them to work together more effectively. This incorporates three core elements that build upon one another: Read More »

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Predictions for Customer Care in 2013 and Beyond

In the past year, we’ve seen how social, mobile and video have presented new opportunities to deepen the way companies and customers interact for more efficient and intelligent customer care. As we begin 2013, I wanted to offer up a few predictions on how technology innovations will continue to help organizations build strong relationships and better consumer experiences in 2013 and beyond.

This year, mobile and video will come together to simplify customer service interactions– As video is becoming commonplace, we’re seeing companies look for ways to bring in the right customer service expert instantly. Cisco is currently trialing technology to connect consumers with video experts via mobile devices both in-store or on the road. By pulling intuitive information based on location and what detail the customer has recently looked at on the web or mobile device, this technology will route customers to the right expert to help them get the additional detail they need in a simpler and more efficient manner. Imagine, accessing a paint or decorating expert with just one click in the paint aisle at your neighborhood hardware store or even while you’re outside painting your house.

In the next few years, marketing and customer service responsibilities will merge – Consumers are talking about brands all over the web in places like Twitter and Facebook, sites which have over 500 million and one billion active users respectively. Traditionally, social media has been owned by marketing but with people asking service questions in new social channels, companies will need to merge some of these responsibilities between the call center and marketing. Read More »

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