CobbleSoft had the “social helpdesk” vision four years ago, with COIGN Enterprise and the concept of issue resolution capabilities and knowledge being spread across the enterprise a core element. Now we’re taking that so much further, whereby the “Service Desk” (helpdesk, CRM, whichever buzzword(s) you want to use) will incorporate internal and external blogging capabilities, we already have content management for self service (think video, audio, pdf etc. for instructional use) and we’re headed towards subscription-based knowledge feeds, complete with Wikis etc.

Oracle is absolutely spot on – a true visionary, albeit incredibly early.

As for the Enterprise – most organisations are still struggling with the “Enterprise 1.0″ world. Look how quickly that moves in the traditional tech space (IBM released its first FileNet update to 17,000 customers today) – without all the new stuff.

Techies love this new stuff because its cool and powerful, Oracle Execs love this new stuff because is cool and new revenue, Organisations are wary of these new technologies since it a) may help them, so they are interested b) is going to cost them money (and webcenter is not cheap) c) mean they need to change their development skills, methods, project management, security layer etc etc.

I think they will have time to do this …… in time. But not quite at the moment!