Another insightful blog post from Luis Suarez who points out that the choice of tools and facilities for collaborating and knowledge sharing have never been greater - so why do many people and organisations persist in sticking with traditional email and IM to engage with customers, to the exclusion of anything else? Whilst some organisations embrace more effective social collaboration tools, there is the risk of an increasing disconnect between organisations that can't/won't change, and the conversations that their customers are having using more effective collaborative tools. A bit like turning up to a fancy dress party and you're the only one wearing a suit!
See this Amp at http://amplify.com/u/c5i6
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