Friday, June 7, 2002

Jim McGee.  Google as a shared memory.  I am finding that people don't push around URLs as often as they used to.   You hear a lot of, "I don't remember the URL, look it up on Google."  I have also found that customers service is now often a assisted Google search.  The key to making Google work even better is to have each customer service representative add detail information they acquired using Google on an Intranet K-Log.   That way, a Google search (using the Google appliance) would provide higher yields of relevant links/data for customer service inquiries.   Note: a customer service K-Log would not only provide immediate info on resolution, it would also provides links to relevant resources both inside and outside the corporation needed for further exploration.  [John Robb's Radio Weblog] 5:42:16 PM

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