Web 2.0 and Problem Resolution

If your IT department is still using a traditional knowledge base to speed problem resolution, you'll want to consider stepping up the pace by automating the process.

Wiki-based automated runbooks take advantage of collaboration and clickable fixes with advantages similar to those of Wikipedia over a hardback Brittanica. I wrote a short article describing the new breed of RBA that the good people at TechRepublic were kind enough to publish this week - you can link to it here.

What's After What's Next?

Now that collaboration tools like wikis and widgets of Web 2.0 are established enough for business software companies like SAP and IBM to steer applications in their direction, it's time to think about what might be next.

Predicting the future can be a tough gig. (Even when you know the teams.)
Looking past the shift to collaborative content, what's in the next version of the internet? Or what about Web 4.0? Perhaps it's something as Seth Godin suggests that taps you on the shoulder.

Boost's "loopt" is already heading this direction with cell phones. When you're within range of someone in your network, your phone tells you. It can also recommend (or not) a place for dinner based on your network's comments. Prescient or Citroen? Only time will tell.