Michael Maoz

A member of the Gartner Blog Network

Michael Maoz
VP Distinguished Analyst
13 years at Gartner
26 years IT industry

Michael Maoz is a research vice president and distinguished analyst in Gartner Research. His research focuses on CRM and customer-centric Web strategies. Mr. Maoz is the research leader for both the customer service and support strategies area and customer-centric Web… Read Full Bio

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Wave, Bing, Topsy and other attention deficit mechanisms

by Michael Maoz  |  June 3, 2009  |  1 Comment

Watching the Google Waves from the near distance, searching Topsy for something about Turvy but knowing only Bing would understand my true context, I listened to Mahler’s cowbells and mandolin in Symphony #7 and waited. Yeah, it sounds nuts, and it is pretty spacey. Just like when I am on a conference call with a large group of folks, and one voice on the line, not on mute, but wishing later that they had been, starts talking about the divorce papers or house closing or lawn care. Or the errant email messages destined for anyone but me, and poorly thought-through Tweets capturing fragments of thoughts. Or the utterly bizarre search responses from a search engine.

Here is the thing: I’m reading whatever I can about the evolutionary impact of social networking tools and search engines on the brain. Maybe we can evolve more quickly than I think. Until then here is a thought: many of the folks you are interacting with over the internet or telephone are using a very shallow knowledge augmentation not dissimilar to Kevin Spacey’s character, Verbal Kint, in the movie The Usual Suspects. If you saw the film (and if you haven’t, you are missing a treat), Roger “Verbal” Kint is under police interrogation, and over the next several hours spins an incredible tale that grabs the detective. Of course, Verbal has just been reading random quotes and headlines and receipts off of the wall behind the detective’s head.

Yes, all of these search and communication tools are very cool, and very powerful, but a dolt is still a dolt, and a dilettante is still going to have only the most tenuous grasp of a subject – but they sound ever more informed because with the click of a button they can call up arcane facts, or Tweet out to their posse and find an angle.

I’d still encourage expertise over the clever. Stick with Alexander Pope’s dictum, “A little learning is a dangerous thing, drink deep or taste not the Pierian spring.” (Pierian: a well of knowledge, from the Satyricon of Petronius. And YES, I googled that.)

1 Comment »

Category: Customer Centric Web Innovation and Customer Experience Social CRM Social Networking Social Software Twitter     Tags:

1 response so far ↓

  • 1 Kate McNeel   June 4, 2009 at 10:25 am


    Nice analogy with “The Usual Suspects.” That movie has been on my brain lately, and now I know why.

    I think one of the most useful traits we can all develop is the ability to sniff out the dolts. Twitter is just a big, continuous cocktail party. The conversations are pretty light, but the dolts do reveal themselves over time, the same way they do in any other conversation.