Enterprise 2.0 Management Challenges

The nature of the enterprise and the way people work is changing rapidly. The enabling power and competitive advantage of new social and participative technologies will benefit those that recognize the way work is changing. Web 2.0, the “second phase” of the Web, is the foundation of a new and improved Enterprise 2.0. Enterprise 2.0 provides, through a web of interconnected applications, services, and devices, the capabilities for enterprise employees and vendors to be more competitive and productive and for enterprise customers to be more engaged and loyal by accessing the right information from the right people at the right time. This paper describes Enterprise 2.0 management challenges and issues identified by Chief Information Officers, which include the unauthorized use of services and technologies, the integration of a myriad of technologies and capabilities, and the potential compliance and security implications. The authors have proposed a conceptual framework that explores the relationships of three Enterprise 2.0 dimensions – technology, its use, and how resulting user-generated content may lead to business value – with management implications affecting IT culture and policies within the enterprise. This paper provides observations and suggestions for future research.