So, a couple of points. One, we can either look at the idea of changing people’s main incentive from money to something else. That’s one battle. Or we can look at how we can use money, or how we can realize that money is going to be a huge driver, and just change the way people can get to that reward, to kind of achieve the goals that we want them to achieve in terms of collaboration. When I talked[...]

I love this one, because anytime I’m teaching this or talking about it and I ask people to put their hands up of “who believes that people resist change?” And everybody raises their hand immediately. And so then I start taking off, this is on an individual level. But I start asking: “how many people have voluntarily gotten married or had kids or voluntarily changed jobs or even moved?” And everybody keeps raising their hands. Here’s another example. If you[...]

There’s going to be a change that has to occur, from thinking that there are certain people within the organization that are somehow qualified to talk to a customer, versus training everybody in your organization to be ambassadors of your company. So this is a real trust issue. Do I trust just my PR and Marketing Departments and maybe Customer Service to have communications? Or do I trust everybody to have communications? And do I encourage everybody to participate in[...]

I think the answer then gets to be something like what David Weinberger and (?) were on to with the Clue Train Manifesto is that you have conversations with your customers, that if the primary communication dynamic that you have with your customer is one in which you’re just pushing them information; whether it be marketing data or marketing information or whatever, then, no, you’re never going to really get to know them. If instead you have conversations with them and[...]

I should say that my viewpoint on collaboration and solutions for collaboration is different in the sense that my background is in History and Anthropology. So I look at this very much as a human issue, and that’s why I agree with the idea that vendors – one of the things that I don’t see a lot of people selling, is the idea that organizations… change management and change design within organizations is going to be the single biggest, in[...]