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]
