Chasms Are Really Opportunities
HR Service Matters
By: Mike Smith
I was honored when Bill Kutik asked me to be interviewed on The Bill Kutik Radio Show. Bill has always done a remarkable job of bringing relevance to HR technology and I think his Radio Show gives listeners the opportunity to hear Bill dig deeper. My interview “aired” recently and following my personal listening experience, I was drawn to think even more about the topics discussed. Actually, the Radio Show is not live but posted for easy Podcast download enabling listeners to tune in at their convenience. If you would like to hear my interview you access the Show at:
During the Show, Bill and I discussed several key milestones for HR technology over the last 25 years, which made me feel older than before the interview started. But as I reflect on our discussions about the impact of client/server technology on HR service delivery, I am reminded of Geoffrey Moore’s popular 1991 book, Crossing the Chasm. In the early nineties, anyone using or providing HR technology solutions was actually living that book. And, not only did the providers have to cross the chasm, the HR organizations had to help bring the providers across.
Today, that same model is at work to a much lesser degree with Web 2.0 technologies in HR service delivery. From the innovators and early adopters to the late majority and laggards, all the segments will be represented. The element that is different now is the addition of the employee using the services. In the client/server days, employees were so isolated from the technology there was not much consideration for their needs. Today, employees need to be an active part of any Web 2.0 implementation to ensure usability and acceptance. Don’t forget to let employees help you cross the chasm as you turn to Web 2.0 for HR service delivery.