wikis and blogs help communication,
especially collaboration, but I wonder just how much; we have so much
to do, and even though Web 2.0 tools
are pretty easy to use, they still require
time and effort; we already have KM
tools and databases that permit us
to organize and search; we have CRM
tools we’ve invested a ton of money
in; we have contractors, vendors, and
partners that assist our innovation efforts; and what about the negative impact on security?; we like the CRM aspects of the technologies, but I need
to see empirical cost-benefit data before I declare victory.”
˲ • What is your greatest success with
Web 2.0 technologies?
Big pharmaceutical company: “The
ability to record knowledge and experiences in a single format and location”;
Global chemicals company: “
Internal buzz; everybody likes the new
stuff”;
National real estate and mortgage
company: “Wikis are being used for
training”;
Global IT company: “Using crowdsourcing internally to solve some
tough problems”; and
Large financial services company:
“Building some RSS filters to better
organize information; also using folksonomies to organize data and content.”
Table 3. Expectations by impact area.
To which areas did you believe that Web 2.0 technologies would
contribute to most? (Please select all that apply.)
Knowledge
management
rapid application
development
Customer
relationship
management
Collaboration and
communication
Innovation
Training
other (please
specify):
Response
Percent
Response
Total
78.9% 60
22.4%
17
44.7%
34
90.8%
69
46.1%
43.4%
2.6%
35
33
2
Table 4. actual impact data.
To which areas have Web 2.0 technologies contributed the most?
(Please select all that apply.)
Knowledge
management
rapid application
development
Customer
relationship
management
Collaboration and
communication
Innovation
Training
other (please
specify):
Response
Percent
Response
Total
53.9% 41
17.1%
13
18.4%
14
81.6%
62
21.1%
7.9%
2.6%
16
6
2
˲ • What has been your company’s
greatest disappointment?
Big pharmaceutical company: “
Seeing a lot of what I consider to be sensitive information in wikis, blogs, and
podcasts”;
Global chemicals company: “IT’s inability to control this stuff”;
National real estate and mortgage
company: “No feedback on what it’s
good for”;
Global IT company: “Lack of vendor
support”; and
Large financial services company:
“The caution of IT.”
˲ • What excites your company most
about Web 2.0 technologies?
Big pharmaceutical company: “How
easy it is to deploy new, useful technology”;
Global chemicals company: “How
we can displace more expensive technologies for much cheaper and easi-er-to-use technologies;
National real estate and mortgage
company: “How easy it is to use the
new stuff”;
Global IT company: “How open it
is”; and
Large financial services company:
“How it extends existing capabilities.”
˲ • What worries you the most?
Big pharmaceutical company: “
Integration with existing technologies”;
Global chemicals company: “
Integration with business processes”;
National real estate and mortgage
company: “Support”;
Global IT company: “Intellectual
property and privacy, a lot”; and
“Security, privacy, IP, and all of the
proprietary data that fills wikis, blogs,
crowdsourced solutions, podcasts,
and everything else this technology
makes transparent.”
˲ • What infrastructure or architecture issues worry you?
Big pharmaceutical company: “
Security, security, and security”;
Global chemicals company: “
Support”;
National real estate and mortgage
company: “Governance. Who owns
these tools?”;
Global IT company: “Integration
and interoperability with our applications”; and
Large financial services company:
“Integration with our existing appli-