Ross Mayfield offers an interesting perspective on what happens to Process if every InfoWorker has company information available for access and review with contextual relevance. Taken from the post, Ross highlights:
John Seely Brown and John Hagel point out that while 95% of IT investment goes to support business process (to drive down costs), most employee time isn’t spent on process — but exceptions to process. Further, competitive advantage comes from how we innovate in handling exceptions. When something fails, informed and empowered employees turn to their social network. The informal network, or heterarchy, where most business gets done.
There’s been plenty of talk about embedding communications within enterprise business processes – or more specifically exceptions to business processes – to remove human latency. While necessary, I don’t think it will be sufficient.
It will be critical to compliment embedded communication tools with social network tools so that empowered employees can communicate – and solve problems quickly – using their trusted social network.