I am posting it after reading these two articles
NPR: Big Firms Eye “Open Innovation” For Ideas
Social Networking Forces Changes in Customer Service
When I read these two articles first, I thought that it is ridiculous, because most of people who provide answers on the Internet is not experts, but amateurs. It is weird that companies get information from non-experts. This is because it may lead the company to failure. However, I remembered that me, myself also do Googling or search blogs when I have problems in my life.
This is my experience. I am not good at computers, so when I have a problem with my personal computer, and if the Internet is still connected, I search for the problem on the Internet, without hesitation. As you know, many portal sites provide question and answer function, so I can find the solution for my problem. Sometimes, it is much better and faster than asking for people who are very good at dealing with computers, or going to customer center.
I think this is because of diversity, and the Internet made it possible to realize. By using Internet, people from all over the world meet at one virtual place. We can use collection of knowledge experienced by different age and countries. We can use their thoughts and experiences creatively, because all of them have different political, economical, social, and cultural background.
And also, people know many other people. I think it is related to what we discussed about last Wednesday. When we have problem, we can solve it by getting help from people around us. In succession, when we see a person on a web site who have problem I went through, we can give him/she a tip to solve. It is making connection between two groups; it means that the knowledge and information known by our group can be shared to other group by me and other user who is in other group, by Internet. Therefore, without going to go to customer service center, we can solve problems by faster and easier way.
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I think it's a great example of why crowdsoursing is growing each day. Like you said, seeking the answer on internet is so much faster than asking one expert. It proves that amateur crowd can work as well as, or better than, the expert sometime by using technology.
ReplyDeleteI agree with your point that it is faster and easier to answer questions online. The only thing is that with these social networks there is always a gamble. For the most part, you find someone who was as frustrated as you about a problem they are having with their PC and knows how to help others fix it. Then there's also a portion of the time when these people have got it wrong. An example of this is Xbox 360's red ring of death problem, an error caused by faulty graphics cards and circuits. Some people spread the idea that if you cover the xbox with a towel, you can melt the chips back into use. However, this is the worst approach to take and the best bet can sometimes be to just send the product back to the company
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