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Social technologies, commonly called Web 2.0, were originally used to describe consumer technologies that enable groups to organize and share information and media. But enterprises quickly caught on to the value of these easy-to-use tools for capturing and sharing ad hoc information that may otherwise not be documented. This is having a profound impact on the tools that enterprise IT customers need to implement and support in order to meet the demands and needs of their users, such as collaboratively working across regions, knowledge capture, and community and brand building outside the firewall.
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