MIT validates the obvious: conversation is good business.

This is the theme of The Social Enterprise.

In the BofA call center:

“Individuals who talked to more coworkers were getting through calls faster, felt less stressed and had the same approval ratings as their peers.”

Face-2-face conversation is good for business? Gasp!

Remember, sports fans, this disruptive innovation, conversation, rqr’d no portal, no 2yr IT project, no so-called management, no million dollar budget, no fancy Powerpoints, no database, no well-manicured vendors, no ‘thought leadership,’ no consultants, no hierarchy, no community of practice, no training, no loopy change management – just plain chitchat.

This is a great Next Practice. It elaborates the business advantages and discounted cash flow benefits originating from the future of networks, from deliberate conversations and The Social Enterprise.

Via @fonetworks &  @DeliaLake - http://bit.ly/bqEeNr

“Informally talking out problems and solutions, it seemed, produced better results than following the employee handbook or obeying managers' e-mailed instructions.”

So the call center tried its own experiment. Instead of staggering employees' coffee breaks as it had previously, it aligned their breaks to allow more chatter. The result, Bank of America told MIT a few months later: productivity gains worth about $15 million a year.”

Main article: http://bit.ly/bqEeNr