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Picking up a thread from my last blog post, I thought it would be useful to discuss self service.  Self service is both a win-win - it provides better service at lower cost - and a challenge - implementing wide-ranging self service has its complexities. I've talk on a number of occasions about the advantages of self service. In this post, I'll focus more on the challenges.

28
DEC

Technology Predictions for 2012

28 DEC 2011 | Posted in CMS, CRM, internet | Author Alex McLachlan

Three of Real Story Group's Technology Predictions for 2012 particularly caught my eye: big data meets web marketing; CRM and CMS on collision course; and new job titles emerge.

The open source CMS Drupal is being adopted by more and more NFP organisations. I recently did a comparison of the charities and membership organisations using Drupal and two of the more popular commercial CMSs. I was surprised by the level of market penetration by Drupal. I was able to find dozens of sites that use Drupal. When I tried the same for the two commercial CMSs, I had great trouble finding more than a handful.

The winner of the UK IT Industry IT Project Team of the Year gave a talk that I went to yesterday at the BCS. The project was the complete revamp of the London Borough of Southwark's website into a highly successful, fresh, engaging and efficient online channel.

There were a number of aspects of their approach that really resonated for me ...

Using "Click Here" for hyperlink text is bad practice for usability and SEO. This post explains why and provides best practice advice for better hyperlink text.

Reviewing a company's website is part of our strategic IT reviews more often than not. We normally look at whether the website is delivering all it could for the business strategy, whether the right connectivity to other business systems is in place and whether an appropriate CMS is being used. We also look at the structure of the website, the SEO and usability, and that is where we often encounter "Click Here" used as link text.

There are some aspects of service (and more general customer relationship management) that can be assisted by IT and some that are more within the ambit of the business. The business is responsible for the staff and their skills for example, whereas IT is responsible for the systems that facilitate delivery of the services.

Customer service is most often thought about in the context of large corporate call centres many of whom provide excellent service (Amazon and first direct are often held up as prime examples), but equally with some well known cases who provide appalling service to their customers with long waiting queues, tortuous telephone menus and dreadful operatives (it’s probably best not to name the guilty here). Significant research and practical experience have gone into understanding best practice for customer service.

Membership organisations are, by their very nature, organisations that provide services for their members (and potentially other customers). Providing the best possible service experience is something that is not often considered, but is of great importance to help to ensure that members renew their membership and that the services can be provided cost effectively.

18
MAR

Open Source's Responsiveness

18 MAR 2011 | Posted in business value, CMS, open source | Author Alex McLachlan

One of Open Source's unique selling points (if I can use that phrase) is its responsiveness. We've had a really good example of this on our website recently, which demonstrates how issues with open source software can get fixed really quickly and efficiently.

22
FEB

Incremental Website Delivery

22 FEB 2011 | Posted in CMS, incremental delivery, website | Author Alex McLachlan

Changing to a new website Content Management System (CMS) can be a daunting project, particularly as the move to a better CMS is likely to encourage all sorts of new exciting features.

The problem this can raise is that adding the CMS implementation to the new functionality comes to a large project, with all the potential for delays, etc.

So, how can this be best managed? Incrementally is the answer.

03
DEC

When to adopt Open Source

03 DEC 2010 | Posted in business value, CMS, CRM, open source, strategic IT | Author Alex McLachlan | 4 Comments

When is Open Source business ready? People are naturally cautious about adopting open source software.

Open source can raise images long straggly beards and sandals and of the potential difficulties of poor quality software and an uncertain future.

However, there are a number of very good quality open source systems - look at Linux for example - and they can offer very good value for money. There are also a large number of open source software applications including:

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