I saw that one of my contacts was “out” on Google IM. I went to leave a message so that they could pick it up whenever they logged on. In red, over the bottom pane where you write, Google message said “X is busy, you may be interrupting”. The use of language is interesting here, and perhaps indicate that Google are listening to the problems of the Always On culture. This evening on TodayFM there was a long piece on various forms of nervous disorder based around the idea of compulsively checking your email, and the norms of messaging in terms of how long you can leave it before you have to reply to an email. I think this might be the year that terms such as “attention”, “interruption”, and “intention” hit the mainstream.

technorati tags: customer, interaction, voice, messaging, customer, contact

Explore Tags: attention economy, google IM, intention economy

Interruptions, and interruption management are going to be key in the new attention, and intention economies. Colleagues, friends, family are all vying for attention time, and we, collectively need to get things done, and agreed, in “intention-time”. Creating Passionate Users are making some fun of a service called Twitter, that enables people to send simultaneous sms messages to people on a list. Somebody pointed out that this was a bit like micro-blogging (hey, why upload this stuff, when I can just Twitter). There are a few services like this including www.swarm-it.com.

I was following a conversation over at www.bubblegeneration.com on the future of social networks like Linked-in, and the key issues seems to be “make your service messy at the edges so that people can invent their own uses for the service”.

It would seem that people believe that Twitter is so easy to see going big, because it allows for this customer based innovation.

Question remains: if its the customer’s time, it will be the customer to determine how and when they want to interact with you. As a service provider, its your job to figure out what the “intention-interactions” are, and what the subsequent “attention interactions” have to be.

My two pence.

technorati tags: customer, interaction, voice, messaging, customer, contact

Explore Tags: attention economy, Customer Interaction Report, intention economy, swarm-it, twitter, voicesage