Virtuella företag och nätverk

Presentation by Anders Lundkvist, anders.lundkvist@bat.se

FL3-00

IFL, Kämpasten, 5 september 2000

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This presentation was based on my research and practial work with Customer Conversation and Online Support Systems.
In the developement of my doctoral thesis I welcome any feedback, suggestions or comments.
Let's have an online conversation. Send an email!

Sources for this documentation:

Learning through Online Conversations. The Case of Online Support Systems (1999) by Lundkvist. Paper for the session "Knowledge management, information systems and philosophy of knowledge". International Conference on Management of Information and Communication Technology, 15-16 September 1999, Copenhagen, Denmark.
Interactive Media face Artificial Consumers (1998) by Gatarski & Lundkvist. Published in The Journal of Marketing Communications.
Det interaktiva företaget (1998). Wikström, Lundkvist, Beckérus.
And many many other webpages, books and articles...



	New ways of living demands new solutions: Check out Streamline: http://www.streamline.com I demonstrated the Cyber Pen, used by the ISO in Denmark.

	Modern Market Communication As an simple illustration I used the concepts of P - producers who communicate to C - customers. That is still what Market Communication means to many companies and marketers. Read more on modern Market Communication in Interactive Media face Artificial Consumers (1998) by Gatarski & Lundkvist. Published in The Journal of Marketing Communications.
	Think valuestar instead of valuechain Read more about the valuestar in Det interaktiva företaget by Wikström, Lundkvist and Beckérus.
	Students that are applying the valuestar in practice. Check out the Popwire. http://www.popwire.com


	Examples of modern organizing in creating value Apache http://www.apache.org/ Linux http://www.uk.linux.org/diary/ In these examples it is evident that users and customers are acting as contributers and co-producers.
	Let your customers vote for your new solutions! Why can´t this way of mobilizing customer support to your company, be a way of making priorities on the market.
	Online Conversation I gave you some examples of applications that promotes conversation in online media: Newsgroups Mailing lists IRC Email and many other... Learn conversation techniques in world that needs new ways of knowing.
	The Art and Act of Online Conversations Conversation is art that needs to be learned. And few companies have learned their lesson. Conversation extends market communication beyond the traditional P to C and focuses on the generation of content. But, customer conversation also involves the opportunity for customers to engage each other.



	Why do people share experiences and solutions? Peter Kollock has written an excellent article describing the gift economy and public goods. Read more in "The Economies of Online Cooperation: Gifts and Public Goods in Cyberspace". http://www.sscnet.ucla.edu/soc/faculty/kollock/ papers/economies.htm

	Artifical Interfaces in Online Support Systems I gave a short overview on different applications that is used to automate customer support and other functions. Broadvision http://www.broadvision.com Servicesoft http://www.servicesoft.com Neuromedia http://www.neuromedia.com enter "microsoft agent" as your first question
	Could an artificial seller be more "human" than a human seller?
	Examples on conversation techniques in human to computer communication. Netsage http://www.netsage.com Portico http://www.genmagic.com/ Emergent Design http://www.emergent-design.com See BotSpot for more examples of bots.
	My contribution The real opportunity provided by online media, is the enhanced communication not only with specific customers, but to the networks of customers, clients and contributors. It is by engaging these customer networks in a development of ideas and products, that companies will be able to thrive in the Beta Economy. This is where on-line conversations and communities of clients are drivers of product development in modern companies!
Contact: Anders Lundkvist BAT - Business Art Technology AB Lästmakargatan 3, 111 44 Stockholm, Sweden URL: http://www.bat.se email: anders.lundkvist@bat.se phone: +46 (0)70 723 53 90	Anders Lundkvist School of Business Stockholm University S-106 91 Stockholm http://www.fek.su.se