No one can disagree with the fact that the way we’re currently doing business, can be improved. And that social media is one of the ways of doing that, if the the way at this very moment

I tried explaining on my latest blog post (http://bit.ly/1Ntfdc) that the criticism is good, and it will help focus. But it shouldn’t be argued that E2.0 is bad because it won’t save the world. That’s pretty much like arguing that it’s not worth living because “we’re all gonna die anyway”

Unfortunately, reengineered business processes usually begin to be less effective, or ‘fail’ when and because those social people who make up their customers and markets begin to want / need different things or interact around different issues and requirements.

The heyday of reengineering and multimillion dollar ERP and CRM implementations is fast drawing to not a close but an era in which hyperlinks and people will crawl all over the ‘electronic concrete’ of large integrated systems like fast-growing ivy because, well, they are not flexible or responsive enough to the constant information flows which often do not fit into those business processes.

No customers like being prisoners of business processes.

I think we are entering anew phase of what would be a long-established maturation path … and that path has long been informable by socio-technical systems principles. The assumptions about technology that informed STS in the 60′s through 80′s did not foresee the capabilities now on offer via the Web … it’s only now that we have the kinds of technology that allow people and the business processes to interact to positive effect for both.