Online surveillance software / data mining

Online surveillance software / data mining

http://www.youtube.com/watch?v=4lKpD7MC22I

Each of us has our own unique finger prints... but what about a "write print".  Did you know that a computer program has been written that will identify your writing style in a visual format.  At the University of Tuscon there is a project called Dark Web which was developed to search the Internet for militant leaders and their followers.  Sometimes fringe groups try to keep anonymous using fake names or postings that are unsigned, but their writing styles stay similar.  It is an acceptable form of intelligence gathering through data mining posted on the Internet.  It does not violate privacy because it uses text that is posted by the original user.  However, I wonder if you or I would be concerned if we were the focus of a data mining mission based on our writing.

- Jeff M.

SFGTV Customer Relationship Management CRM San Francisco

SFGTV Customer Relationship Management CRM San Francisco

http://www.youtube.com/watch?v=2eoEoaev9BI

Lets say that you are in a big city like San Francisco, California and you needed the city to take care of some type of issue like fill a pot hole, trim a tree, or haul off an abandoned vehicle.  So you make a call and listen to voice prompts that do not really address the specific issues.  Eventually you get through to a voice mail and leave the details, and then hang up and hope that someone gets that message and then actually follows through with the service needed.  This would normally be what to expect, but wait... that all changed with the CRM system San Francisco put in a few years back.

The Department of Telecommunications and Information Services (DTIS) overhauled the CRM system and solved the problems in the business processes making the 311 service much more user friendly and efficient for both the caller and the government employees.  The updated CRM system focused on identifying problem spots and then designed the call in process for human to human interaction designing the application to service a multitude of needs.  Once the problem is quickly identified the proper city department and service team is dispatched to resolve the issue allowing for faster collaborative results. Now, not only can someone call in to report an abandoned vehicle, but they can also get follow up details about the resolution of the complaint.  The focus on customer service and program design based on service needs was the key to the success of the improvements enjoyed by those in San Francisco.

- Jeff M.