The designer's challenge to Social CRMs

Everyday I log onto twitter, I read about someone complaining about a problem they are facing with a particular service that they use. In almost realtime, a lot of others who face similar problem simply re-tweet the initial tweet about the complain. What this could result to is a negative publicity of the service, to the extent of a fear of losing a customer. In almost no time, there are the representatives from the company in context, replying to the tweets and assuring of a quick turnaround to the customer’s concerns. If that is not enough there are social channels that people reach out to, these days when they do not get a response.

That’s the new age customer relationship management and goes by the term Social CRMs. A lot of debate goes on the legitimacy of the phrase Social CRM. On one side of the argument, there are the believers who think that this is just another fancy term, riding the Social Wave, and on the other side of the argument you have people who swear by anything social and believe it to be of an immense value add. I for one do think that SCRM is here to stay, and it can only promise to grow with more and more businesses adopting social media technologies.

I deal with design and through this article I wish to seek out the challenges that designers face and should consider when designing for Social CRMs. It may be noted that these are just an indicative list and not a definitive one.  With changes happening almost everyday (Facebook introduced the Timeline as I write this), the challenges can only increase.

In the earlier days of the traditional CRMs, the engagement with the customer happened around three domains, ie. a. Sales, b. Marketing and . . . → Read More: The designer’s challenge to Social CRMs

Social Technology Quarterly Issue 2

Read the second issue of the Social Technology Quarterly, published by Kuliza Technologies here.


Social Technology Quarterly (Volume 1| Issue 2) View more documents from Kuliza Technologies

The Social Media Construct – a case in remediation

They say that the Social Media Technologies is the in thing right now. Some call is fashionable, while some call it a necessity to keep up with the times, while some see a real value add in it. While many companies adopt it, not all understand it completely. It is now well accepted that the Social Media Technologies (SMT) are an integral part of the marketing budget of any company.  The adoption of SMT should be tied down to a business need and an assist with the business processes. Apart from the usual goals of increase in sales, the one thing that the social media technologies has done is, making the consumer more informed and help them in taking decisions that are influenced by a gamut of reasons. Come to think of it, the advent of SMTs follow a similar pattern.  resulted in the way the audiences are exposed to media. We consume stuff in a different way than we used to in the days prior to the SMTs. To support the claim of Social Media technology being omnipresent in the lives of many now, one has to understand where this comes from.

The notion of followers

Over the course of this article, I wish to do a construct of the notion of the Social Media Technology as a new kind of media. I shall refer to Bolter and Grusin, amongst others to understand why the notion of the Social Media technology is a New Media that plays out on the notion of remediation. I shall be looking into this with the example case study on Social Commerce and how the notion of media and Social media is changing and will continue to change the way we do our commerce.

Marshall McLuhan one of the greatest writers on media . . . → Read More: The Social Media Construct – a case in remediation

The powers of ten

One of the most influential designers of all time and also the people behind the “design” of the National Institute of Design in India, did a video the Powers of ten.

Here’s more about the video from Wikipedia: Powers of Ten is a 1968 American documentary short film written and directed by Ray Eames and her husband, Charles Eames, rereleased in 1977.The film depicts the relative scale of the Universe in factors of ten (see also logarithmic scale and order of magnitude). The film is an adaptation of the 1957 book Cosmic View by Kees Boeke,and more recently is the basis of a new book version.Both adaptations, film and book, follow the form of the Boeke original, adding color and photography to the black and white drawings employed by Boeke in his seminal work.

In 1998, “Powers of Ten” was selected for preservation in the United States National Film Registry by the Library of Congress as being “culturally, historically, or aesthetically significant”.

You have to check this out if you have not done so. Even if you have, its always awesome to see it one more time.