The current setting for all kinds of service channels inside an enterprise is to accumulate as much explicit knowledge as possible and be ready for all kinds of questions (i.e. IT helpdesks, HR service, customer service).
For the most common cases, this process works well. Standard issues with simple answers.
But what happens when is not possible to keep up to date; when the real experts are not part of your helpdesk group; or when questions are too complex?
Social technology, in the form of a well-managed learning community, can provide a very efficient, effective and engaging new learning paradigm, focused on solving complex issues, increasing handling speed, the quality of the responses, and customer satisfaction.
For these communities to fly, we need to develop the skills of designing and managing LPN (learning at the point of need) communities, curating learning content and finding the WIIFM (what’s in it for me) dynamic that provides a flow of user generated content.