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Principal of Chess Media Group, a social business consultancy. Jacob works with mid and enterprise organizations on developing customer and employee engagement strategies. He is also the co-author of Twittfaced, a social media 101 book for business. Jacob authors a Social CRM and Enterprise 2.0 blog.

One response to “Anyone Can Deploy Social Business Tools Without IT: Is That Good or Bad?”

  1. Sameer Jejurkar

    In one sense, this is not a new phenomenon. People (business folks) have been using tools (specially office productivity tools like Excel, Access) to “build” applications they want because traditional IT was not able to provide the functionality they wanted either in existing systems or develop new systems. What’s new is that SaaS – be it business applications or Web 2.0 tools – makes it easy to start using these applications with minimal cost. As you have rightly pointed out, when different departments within an organization start using different solutions for similar problems, it is likely to become an issue with IT eventually getting ownership of it. I believe IT should be proactive in helping the business make some of these choices. I am not saying that IT should make the choice for them but perhaps provide input keeping an eye on possible future enhancements such as integration with in-house systems or eventual ownership.