Just what is a Blog? According to Wikipedia, it is “a discussion or informational site published on the World Wide Web and consisting of discrete entries ("posts") typically displayed in reverse chronological order”. It goes a little deeper in a subsequent paragraph to indicate “Many blogs provide commentary on a particular subject; others function as more personal online diaries; others function more as online brand advertising of a particular individual or company.” Since this is the Revenue Technology Services blog, this obviously fits quite nicely into the description of online brand advertising. However, the pertinent section here to my mind would be “commentary on a particular subject”.
Internally, we are all tasked on a rota system to come up with these blogs. After a few rounds, you would think that inspiration for new topics or ideas would be lacking. Yet it is surprising how this inspiration can typically come from nowhere. Personal blogs tend to range from the informative to the wild rant, but corporate blogs tend to focus more on the business itself. So as not to be too repetitive, when the baton is passed to me, I cast my eye back over previous blogs on our site. When doing so today, what I noticed was this: we have articles covering various aspects of our product line and functionality; we have articles discussing trends in technology; most importantly, we have a number of articles regarding our people.
In the many years I have been with RTS, our buzzline, catchphrase if you will, has always been “People, Processes, Technology”, and that is exactly the information we have been communicating. And communicating is the key. Through the entire implementation cycle, and into our ongoing client support activity, we stress communication.
- During initial project planning, communication is key to ensuring both we and the client are on the same page regarding expectations as to which people are assigned, what processes will be adjusted, and what technology will be implemented or affected.
- During implementation, communications become even more crucial. Among project team members, it keeps all appraised of the status, progress and potential hurdles. As part of change management, good, continuous communication from the outset keeps all stakeholders aligned regarding how the business will adjust to the new functionality.
- During education sessions we stress the importance of communications, and that the RM team cannot effectively operate in a vacuum. Methods of information sharing are identified, and suggestions made for keeping all aware of what is going on within RM.
- After go-live, we pride ourselves on maintaining communications with clients, allowing us to garner feedback, understand their business and changes for which we may be able to offer advice.
- Our annual user summits allow for further, interactive communication between ourselves and clients, but additionally between clients, and prove very beneficial.
Even the rare negative feedback is still positive communication, as it helps us improve our People, Processes or Technology.
And there we close the loop. A blog is communication in a short(ish) chunk. It allows us to communicate with you, the audience, on a regular basis, giving an insight into who we are and how we think. So, how about “communicating” with us, to let us have your thoughts and feedback on this or any of our other blogs, and make this a truly 360 degree experience.