Digital Workplace Logo

News

You are here: Home » Resources » Collaboration & social » How to handle feedback

Thanks for visiting the Digital Workplace Group (DWG) website. You'll see this post may refer to the "Intranet Benchmarking Forum (IBF)," the "Digital Workplace Forum (DWF)" or "IBF Live." But that doesn't match our website name!

In a nutshell, we merged IBF and DWF into one service and changed our name to "Digital Workplace Group." The new name represents the broader set of services we've grown to offer, beyond an original focus on just intranets. We also changed the name of our monthly webinar from "IBF Live" to "Digital Workplace Live."

Although we've relabelled things, we're proud of our decade+ history and have left this page intact. Enjoy your time on our site and please contact us with any questions or comments.

Having advocated using intranets to gather ideas recently, I read a timely reminder on the challenges this might bring in an article about Dell users asking for Linux.
Dell created IdeaStorm, a forum for customers to tell Dell what they would like. 85,000 of them said they wanted the Linux operating system rather than MS Windows pre-installed. Unfortunately for Dell this is not as easy as it sounds, and Dell responded with a carefully-worded statement about why they would not be providing Linux Dells. One of the main reasons is that when users say they want ‘Linux’ they don’t necessarily mean the same thing, as there are many varieties.

Now imagine having an IdeaStorm on your intranet and an overwhelming demand for something that’s hard to fulfill e.g. a policy that allows home-working for all. Does this mean idea schemes are a bad idea? Not necessarily:

  • Unearthing such a strong feeling is better than being unaware of it
  • Companies are not marketplaces – Dell can choose to ignore a potential customer base as it sonly a fraction of the total market, whereas employers can’t ignore the majority of their people
  • If the issue is really important, organizations have repeated opportunities to listen and explain in a way that retailers don’t.
  • Schemes like this let you know where to put most effort into dialogue
  • You can target the influencers to help communicate – e.g. Mark Shuttleworth, who is highly-regarded in the Linux community, posted a very balanced blog about Dell and IdeaStorm, helping both sides to see the other’s point of view.

About the author

Nancy Goebel - DWG's Managing Director for Member & Benchmarking ServicesNancy Goebel is the Digital Workplace Group’s Managing Director, Member Services & Strategic Partnerships.

During her tenure with DWG, Nancy has been involved in account management, benchmarking, research, blogging and executive producing Digital Workplace Live and DW 24.

Prior to joining the Digital Workplace Group, Nancy was a accomplished executive at JPMorgan Chase where she built and led a global team in desigining and implementing an award-winning intranet. She also led digital enablement and business re-engineering initiatives.

Outside work, Nancy is a wine maker, fundraiser, meditator, wife and mother of two.

Connect with Nancy on Twitter: @nancyatdwg or on Google +.

One Comment

  1. We have a lot of customers just doing that : asking employees, sales rep, licencees, resellers to give themp feedback on project or future products and services.
    The panel sees peer suggestions, and can vote for them. The consensus among participants unveils naturally, making it easy for the hierarchy to opt and respond.
    Response is a crucial matter for these operations to work : people will stop to contribute if ever the autority doesn’t communicate progress or decisions.
    Feedback2.0 will soon be available internationaly with a credit card, so you can DIY.

    Reply

Leave a comment

Are you ready for the digital workplace?
Learn and explore the new digital world of work.
Your information will never be shared with any third party.
Are you ready to connect with DWG?
Learn and explore the new digital world of work.
Your information will never be shared with any third party.
I hereby acknowledge that the Digital Workplace 24 Video Library is designated for my professional use alone and may not be shared with any other parties, in whole or in part, without express written permission from the Digital Workplace Group.