One of my favorite bloggers is Dion Hinchcliffe. As I’ve been diving head first into the ways in which the web is changing telephony, Dion has been thinking about how it will change the Enterprise.  His latest post “The year of the shift to Enterprise 2.0” is a must read..

Intriguing new just-released reports now show that between a third
and one half of businesses either already are or will be employing
so-called Enterprise 2.0 tools in the workplace (blogs, wikis, and
social networking/messaging) in 2009. The data also show that security
concerns remain high, access is actually fairly low, compliance with
mainstream enterprise data practices is poor, and some workers aren’t
planning to get anywhere near them.

The bottom line: The tools have arrived. How enterprise knowledge
and is created and flows within our organizations is beginning to
change dramatically.

One idea I’ve been toying with for a while has to do with capturing all of the customer communications (verbal or not), storing and indexing it, such that it becomes a permanent part of the Enterprise knowledge flow. Can you just imagine how much intelligence is lost because we don’t record and store help desk conversations?  I understand the technical difficulties in transcription, but I have to imagine the quantum leaps in support quality and lowering of support costs with this simple addition.

Plus, I keep thinking of Jean Luc Picard’s Captains log.  That would be cool.