Web Intelligence and Intelligent Agent Technology, IEEE/WIC/ACM International Conference on (2011)
Aug. 22, 2011 to Aug. 27, 2011
Email remains the number one communication and personal relationships management tool. Its use has changed little and its related problems (overloading) remain basically the same. New email add-on startups have shown the potential of a more intensive use of email's data (the "implicit social network" embedded into email) and especially a "social" approach based on contacts rather than messages. This leads to define the "Personal Social CRM" as the next evolution of email :-Convergence with feeds management tools (filtering of an overloaded flow)-Relationship Management with comprehensive and proactive views than message flow views-Delegation Management to access, share and exchange email's relationship within a group or with Enterprise CRM processes.
email, Personal Social CRM, implicit social network, contact, relationship, delegation
N. Guillaume, "Next Generation Mail: Toward a Personal Social CRM," 2011 IEEE/WIC/ACM International Joint Conferences on Web Intelligence (WI) and Intelligent Agent Technologies(WI-IAT), Lyon, 2011, pp. 389-391.