Social networking tools for rural BPO? . Jacki O’Neill and Antonietta Grasso Xerox Research Centre Europe, Grenoble, France Aarti Kawlra, RTBI, Indian Institute of Technology, Madras.
Social Networking Tools (SNT), offer a set of functionality for connecting with other people and holding on-going conversations. Additionally, they offer a dynamic notification service, which provides updates on the activities of friends.
Ethnographic study of distributed company providing BPO work to rural India.
Suggests SNT could enhance quality of their work interactions, enabled by adoption of CMC tools (IM & email) and GoogleDocs to coordinate and track the work of distributed teams.
BPOCo is a young Indian company (~2 years old), operating under tight margins.
Operate a distributed, rural working model: where work is divided and allocated across various rural centres according to staff skills, availability, etc.
Workflows vary on a job-by-job basis. E.g. HQ coordinates and assembles work done across different centres, or, projects locally coordinated from a rural base with direct client communication