“So, general, tell me what went awry.”
This is what I’ve been hearing from government and industry leaders who invested heavily in information technology to improve organizational performance but didn’t see the returns they expected. Some chief executive officers implemented instant messaging software across their organizations to improve communication flow, but because users were not convinced that communications were secure, instant messaging was ignored. In other situations, both leadership and staff were uncomfortable with social networking tools because they were used to communicating through other people—not with more direct, less formal means.