By Jim McCarthy Jan 28, 2010 0 comments

Frank Eliason Coming Up on Live 2.0 and What About Web 3.0?

I was honored to get a chance to speak with Frank Eliason (of Comcast Cares and @comcast fame).  Our conversation will be in next month’s long-awaited Customer Service Edition of Live 2.0.

Today, Frank is talking about Seth Godin’s new book Linchpin and about whether Social Media in itself is a fundamental shift in customer service.

My answer to that is that the Internet was the fundamental shift, and social media (as defined by Twitter, Facebook, etc.) are just the most recent fruit of that tree.  There will be others.  They will make Facebook look like GeoCities.

Don’t believe me?

Consider what Tim Berners-Lee (the inventor of the World Wide Web) is describing here:

Consider a web where, as a rule, data is connected to data in just about every direction.  It’s not hard to imagine the shift.  Just a few years ago, most of the content on the web was just unrelated pictures and words.  Today, semantic connections between people and places and places and things are there in ways that weren’t possible before.

I wish I could give a better example here.  I remember being a little confused but intrigued at TED last year when Sir Tim did this presentation.  It’s hard to give a very concrete example, but imagine Wikipedia, with its millions and millions of relationships between different things and what they are about, extended to everything, everywhere.

It’s a few years off, so I give you permission to sleep on this for the moment, but don’t think for a moment that fundamental shifts will end with what’s happening on the now-popular “social media” sites.  They won’t!

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