This is a comment posted by Mike Schinkel to Scobleizer's post. I have to say this is a great example of what Google Wave can do...in the future...hopefully. Check out Scoble's article too Google Wave’s unproductive email metaphors
Robert, comparing Wave to Email is probably doing it a disservice. Yes, Wave could replace the need for most email but I think you should look at Wave as instead being best used for Collaborative Workflow. For example, imagine use for online customer service:Customer: <Initiates Wave with ACME Customer Service>ACME-CS: "Hello, how may I help you?"Customer: "I placed my order over the phone a week ago but haven't got it yet." ACME-CS: <Inserts Order Location Widget> "I've added our Order Locator widget, please help me find your order"Customer: <Looking by name, finds nothing. Tries phone number; found.> "Okay, found it"
Customer: <Sees that name was misspelled. Fixed name misspelling.> "Oh, and I just fixed my name misspelling."ACME-CS: "Alright, let's check this out. Hmm, looks like your name misspelling was the holdup. But let me go ahead and run your credit. Can you please verify some info for me first?" <Inserts Branded Credit Verification Widget>Customer: "Sure" <Types in SSN, Zip Code, Mother's Maiden Name, presses 'Verify' button> "Ok"ACME-CS: "Great, thanks for verifying. Okay, that will be $99.95; is that correct?"Customer: "No, I your sales rep offered me a $20 discount"ACME-CS: "Okay, let me check to see if Mary is available...:" <Adds Mary the ACME-Sales person to the Wave>ACME-CS: "Hi Mary, I just wanted to verify John Q Customer here's $20 discount." ACME-Sales: "Let me check ... Yes! I offered him $20 off as a thanks for this blog post about ACME that he told me about. But I honestly forgot to include it in the notes, I'm really sorry."ACME-CS: "Great! No problem, and thanks Mary."ACME-Sales: "John, thanks again for your support."Customer: "You're welcome, I understand, and thanks for helping me out with that discount."ACME-CS: "Okay, great. Will this still be on the same credit card?"Customer: "Actually, can we do a purchase order? Number 12345 from EMCA Corp"ACME-CS: "Ok. Hmmm, seems to be a credit hold. Let me bring in our credit department. Hold a second please..." ACME-Credit: "Yes?"ACME-CS: "EMCA Corp wants a PO approved for $100 but there is a hold." ACME-Credit: "Just a moment... Yes, it seems we had some mail returned."Customer: "Oops, yes we moved last month."ACME-Credit: "Okay" <Inserts Address Update Widget> "Just type in your new address"Customer: <Types in address> "Done."ACME-Credit: "Okay, looks good. You are approved"Customer: "Thanks."ACME-CS: "Alrighty now. Would you still like this shipped UPS Ground?" Customer: "No, I need ASAP." ACME-CS: "Okay" <Inserts Shipping Widget> "Just select the shipping you'd like and we'll wave the extra charges."Customer: "Great!" <Selects Shipping Option> "Done!"AMCE-CS: "Alright, it'll ship today and you should have tomorrow before 10am. Can I help you with anything else?"Customer: "Nope, that's all."ACME-CS: "Great." <Inserts Order Tracking BOT> "Be sure to keep this Wave around until after you get your delivery. You'll be able to track the package in this wave and if you need to contact us back in customer service we'll have your entire discussion available to bring others up to speed on your order."Customer: "Perfect, I love you guys!"AMCE-CS: "And we appreciate your support. Thanks for shopping at ACME. Bye now."Customer: "ttyl"
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