Cancel anytime. Your people - using low-cost, accessible technology - are connecting with customers and building innovative new solutions. But who are these creative problem solvers? How can you lead them? How can you be one?

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Somehow, there was a delay in getting the book to me, and the text did not arrive until we were well into the fall semester — not a good time for a review. So, this is a little bit late, but better than never. By John W. Moravec, Ph. In the book, Li and Bernoff write on how to integrate professional activities and the activities of the organization you work with into 21st century-relevant frameworks. Empowered builds on these ideas a bit further, focusing on new media and how they impact traditional businesses.

The concept is simple. Whereas disgruntled employees and customers can use social media i. What the book lacks, however, are game changing perspectives on how to lead in the world of the Groundswell. In other words, the text seems geared toward organizations that are trying to catch up rather than those that are leading social futures. In a world of expanding knowmadic and do-it-yourself opportunities, this book is likely to leave organizational leaders scratching their heads, wondering how they will possibly keep up with their employees.

Note: The publisher provided a copy of the book for review. Please read our review policy for more details on how we review products and services.


Empowered, by Josh Bernoff and Ted Schadler

Carroll is far from alone in having employed social media to lambaste a company for poor customer service. For example, one popular blogger advised her million-plus followers on Twitter not to buy Maytag appliances. But the very technologies that empower customers can also empower employees, write Bernoff and Schadler, of Forrester Research. Companies can build a strategy around freeing employees to experiment with new technologies, make high-profile decisions on the fly, and effectively speak for the organization in public. But it takes a while for corporate cultures to embrace this sort of innovation. In the meantime, managers can move forward on their own—building internal communities, looking outside the company for creative strategies, reviewing their hiring practices, and reaching out to customer-facing departments. The Idea in Brief New technologies and social media have made it possible for a single dissatisfied customer to inflict lasting damage on a brand.


Review: Empowered (by Josh Bernoff and Ted Schadler)

Your people, armed with cheap, accessible technology, are connecting with customers and building innovative new solutions. But who are these creative problem-solvers? How can you be one? And just as important--how can you lead them? We call them HEROes: highly empowered and resourceful operatives. Your company needs them because in the age of Twitter, iPhones, Facebook, YouTube, and an ever-evolving torrent of Web information, your customers now step up to the counter armed with more data and access than ever before, and in many cases, your company is overmatched.

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