Author: Sarah Nicastro, publisher and editor in chief, Field Technologies
At ClickConnect 2013 in Nashville, TN there was no shortage of buzz about social. ClickSoftware talked during the conference about its new app, SHOUT, which enables techs to share knowledge and collaborate in the field with a social feel. Analyst William McNeill of Garter spoke at the conference about social being one of the four pillars in Gartner’s “Nexus of Forces.” And I had a chance to talk one on one with a number of end users to hear their thoughts on social.
In talking with those end users, it seems there are some conflicting opinions on what the benefit of social collaboration in field service could be. During a roundtable discussion on mobile workforce technology trends that I moderated, two very different opinions were brought up. One participant said that he thinks social collaboration among techs could be extremely beneficial. His point was that it can be difficult at times for techs to easily access the knowledge they need in the field, and that if a social collaboration tool can enable a more experienced tech to help a newer tech get a job done, and avoid a return trip or frustrated customer, it’s a tool worth investing in.