Art King is Global Information Architecture Lead at Nike
[These are my notes from the Enterprise 2.0 Conference 2012 in Boston. Since I’m publishing them as soon as possible after the end of a session, they may contain the occasional typographical or grammatical error. Please excuse those. To the extent I’ve made any editorial comments, I’ve shown those in brackets.]
NOTES:
- Mobile IT Shift Everything must be intuitive, intuitive, intuitive. The customer wants the mobile experience of opening the app and watching magic happen.
- Deployment is About Pull NOT Push IT can no longer push or demand. Now the customer must consent. Further, support tends to be self-service or offered by friends. Few look to IT. (Perhaps they have learned the shortcomings of IT support.) Another shift is that IT can no longer insist that certain functionality or apps be adopted. Instead, IT can only recommend that certain apps be adopted.
- Evolution of Apps from Standardized to Role-Based. Now the IT departments are not setting the pace. Rather, they are racing to match the quality of products available in the consumer world. Everything needs to be intuitively easy to use. Developers need to have empathy so that they can put themselves in the shoes of their customers. The consumers experience must be “felt.”
- The Impact of Consumerization. Should companies replace enterprise tools with consumer tools? This could have huge cost, support and security implications for companies.
- IT must gracefully share control with customers. As you focus on solving business problems, you might be tempted to work around IT structures. This will only get worse as more functionality becomes available in the consumer world.
Above and Beyond KM 