A lot of attention has been devoted to the subject of Web 2.0. Companies are exploring how to incorporate Web 2.0 concepts into both their internally and externally-facing systems. Some take an IT-centric approach, focusing on the underlying technology and its implementation. Others examine the potential business benefits through improved communication and collaboration. However, both perspectives frequently struggle to demonstrate ROI in the face of uncertain user adoption and control/security issues.

This session will examine Web 2.0 from a very specific angle: user experience in a business context, where “can do” meets “will do”.

The Web 2.0 paradigm is here to stay, giving users far more control to become content contributors and choose the types of interactions they want. Successful companies will have to design a useful, relevant, compelling user experience for both customers and employees.

In this keynote presentation Nadel will cover:

1. The evolution from Web-enabled self-service user control with Web 2.0
• Implications for design: navigation, search, content creation & publishing, page design, and brand experience
2. How businesses can profit from Web 2.0
• From customers (externally-facing sites)
• Openness & collaboration
• From employees (internal sites)—the hybrid intranet: structured social classification
• Knowledge management
3. The future: Pulling it all together