May 31, 2011
Communications Technologies Evolve Beyond IVR
By Susan J. Campbell, TMCnet Contributing Editor
The world of communications has evolved immensely over the last several generations and what is interesting is how much of a role it has played in history. Even today, the telephone, social media and even IVR are used in campaigns for or against political parties, social agendas, environmental campaigns and so much more.
This recent Plum Voice blog examined the phenomenon and how different channels have been used to promote and participate in activism movements. For instance, a blog was used by an activist to insult the Egyptian army. He wrote that members of the army tortured protestors and tried to put down the anti-Mubarak uprisings.
According to the New York Times, the blogger wrote of first-hand witness accounts of the activities during the uprisings. He also cited humanitarian group reports and press and posted video clips demonstrating the evidence of torture on the bodies of protestors. Because of his demonstration on his blog, Maikel Nabil is now serving a three-year jail term as he has been sentenced by the Egyptian military court.
Twitter and Facebook (News - Alert) were also used during the Egyptian uprising and organizers used these platforms to get mass messages out instantly as they lacked the necessary IVR platform to reach all intended parties. There are some suggesting that Twitter should get a Nobel (News - Alert) Prize for providing this platform, while others point out that the telephone did not receive similar attention in the African American Civil Rights Movements of the 1950s and 60s.
The point to consider here is not the fact that these technology platforms offer something that can appeal to the masses, but the fact that they can send a mass message on a common platform. Companies use IVR technology on a consistent basis to do the same thing when they want to push a message out to their client base. The same is true when they want to capture information during a telephone call.
This power can extend to the role of the activist and this is where the social media platforms available today can make a tremendous impact. No longer do we need to rely on the mumblings of the movers and shakers within the community. Today, those movers and shakers are those who are able to get the message onto the right platform and send it viral. Whether they use IVR, Twitter, YouTube (News - Alert) or simply a Facebook page, the promotion of the message is what will get the word out.
Today’s communications technologies have evolved to the point that we no longer have to wait on anything. IVR ensures we don’t have to wait for a live agent and Twitter ensures we don’t have to wait for our news. Without waiting, however, has the excitement in anticipation also been lost?
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Rich Steeves
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