In my post here I was on the one hand focusing on root cause analysis as well as assuring that we don’t forget the human factor in our technology projects. (of course i had to make my statement a bit sharper, but as always, reality is a bit more nuanced )

Therefore I disagree with the assertion that people come first in all situations. Sometimes technology arrives first and solves people problems later. Even unintendidly.

It is always about people – and we propose our brains really. Here are some of our recent Twitter posts:

- When the same communications tech is used by everybody it becomes a utility and often can overwhelm +turn ppl off. Social media? #t3show

- Why advisors will always be needed: There is no technology solution to a client problem or investing challenge. #t3show

- Party’s over. Noise will be deafening. “Facebook and Twitter: SalesForce.com Offers Social, Real Time Enterprise Tools” http://ow.ly/19tJX

@martin sure thing! and don’t get me wrong, I’m a technologist in my heart (and that is also my background). at Headshift/Dachis we have done a selection of good platforms/vendors we work with, often based on numerous engagements, I’d say that most of the bigger social software platform will do the trick (IBM Connections, Confluence, SharePoint 2010, Jive SBS, etc.). The point I’m trying to make in my posts in general is to focus first on what the user needs and let’s then do a gap analysis with some good platform candidates. But I completely agree with you, no matter how much you focus on the people, if your underlying platform is worthless, you won’t turn it in the next killer app

@Pooran yes, after some years of experience your gut feeling often is right. The potential danger is that you might feel bit too comfortable and stop thinking out of the box because you rely too much on your existing thinking/solution patterns.

@Nigel haha! I’m pretty sure that if you ask 100 people what a CRM system really is and how they think it can solve their problem, that you’ll get some blank faces all jokes aside, it is very common that clients approach consulting firms with “i have problem XYZ”. it is the task of the consultant then to figure out what the cause of problem XYZ is. but then again, that is the most fun part of the job, right?

Much of this lies in education. No point giving the hungry a fish or grain – you need to teach them how to fish and work the land, give them the right tools – then they can become self sufficient.

It always makes me smile when people say “can you recommend a CRM system” without themselves understanding what they are trying to achieve. My default answer is now Excel… just wacky enough to help them take a step back and understand their own objectives first..

My learning…
Hold the first thought that comes to mind when you hear a problem. Ask questions to get clarity on the core issue then validate with your first thought. If answer is yes, propose the idea.

My advice is to co-evolve human factors + tech factors

BTW I’m very much looking forward to your social business summit http://www.socialbusinesssummit.com Chees.

@karllong