Global Access and Accessibility

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

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Topics: Communications Management, CRM, Diversity, Organizational Culture, Stakeholder Management, Talent Management

In some places, you may be lucky enough to live near a 24-hour drugstore should you need some medicine in the wee hours of the morning (or an all-night grocery store to help you feed some after-hour guests). When it comes to working with a global IT team though, it may seem like you are in the same type of operation.

Accessibility and demand have gone hand in hand as computer and telephony services have advanced over the years. Technology improvements promote increased functionality beyond normal business hours so, naturally, consumers and customers look for ways in which to do even more. This in turn creates more opportunities for tech advancements, which then encourages the client base to seek greater opportunities (and so on).

Everyone’s Business
Web access and similar types of connectivity are becoming commonplace. However, having the ability to connect to systems with round-the-clock availability has led us down a path of high expectations and preconceived outcomes. These challenges exist for any organization that chooses to make some portion of its operation available to customers at all times, but when you add to that the market potential of the population of a connected world that doesn’t have to be concerned about the restrictions of day and night, you have places where resources and personnel get stretched in all directions.

Going …

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