Electronic tsunami: changing human behaviour
Thursday 29th November 2012 @ 19:00
Member: £5.00 ; Member's Guest: £8.00 ; Non-Member: £10.00 ; Staff: £3.00 ; Student: £3.00
Professor Nelson Phillips, Chair in Strategy and Organisational Behaviour
Electronic communications and digital devices have caused the death of distance , place and down-time. This is causing unstoppable change in the way we see the world and is affecting how we manage information, how we interact with one another, and fundamentally changing society socially institutionally, politically and commercially.
Professor Phillips has a strong interest in technology strategy and innovation, where he has been working for several years on various aspects of the social dynamics of technology adoption and the ramifications of these dynamics for technology strategy and innovation. He is particularly interested in the effects of the adoption of digital consumer devices and the ramifications of this trend for people, firms and industries. In this presentation, he will discuss the rapidly evolving context of social media and how this is changing how we communicate, interact, and even think. Focusing on the growing generational divide between digital natives and digital immigrants, he will discuss how this is affecting personal interaction, business, government, and education.
He has been monitoring the dramatic shift in consumer and staff expectation of their interaction with organisations in recent years whether they are industrial, commercial, institutional or political. Constant 24/7 access to an organisation is now taken for granted by the twitter, iphone, ibook, appwise generation. This is forcing organisations to seek to deliver high-quality products and services around the clock. Prof Phillips blogged recently, “You only need to look at the recent outages of O2, Nationwide, RBS and Blackberry to get a sense of how far and how fast bad news travels, resulting in worldwide customer dissatisfaction and negative media attention.”
His recent research has shown businesses are woefully unprepared for this revolution in consumer and staff demand and the need to develop the ‘always-available’ business model. Only 40 per cent of UK organisations think an inability to deliver availability will result in them losing customers. Those companies which prioritise availability are more concerned with the financial bottom line rather than customer satisfaction and service. Over 80 per cent of companies in Europe say that customer and staff expectations of availability are not always met.
Prior to joining Imperial College Prof Phillips was Beckwith Professor of Management Studies at the Judge Business School, Cambridge and an Associate Professor in the Strategy and Organisation Area at McGill University in Montreal, Canada. Previously he was a Fellow of Melbourne University and a Visiting Professor at Bocconi University, Milan.
Professor Phillips has published more than 75 academic articles and book chapters in a wide variety of publications as well as writing three books, most recently Technology and Organization in 2010 and is working on a book on linguistic methods in management and a handbook of innovation management.
Professor Phillips has taught a range of courses in strategy and organisation theory at the graduate level. He also teaches widely internationally including in China and Japan. His clients have included Deutsche Bank, BT, Shell, and the Royal Bank of Canada.
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