In the first whitepaper in the Message Convergence series, Preparing for Message Convergence, David Daniels and I put forth the rationale for Message Convergence. We spoke of the new communication norms — individualized, cross-channel, real time, interactive, increasingly mobile and customer controlled — and how they’re altering the ways companies and customers engage with each other. We also proposed five principles for implementing Message Convergence, with advice on topics ranging from organizational structure and metrics, to systems readiness and practices at customer touch points. (more…)

In the course of developing their recent white paper, “Preparing for Message Convergence,” Dave Lewis and David Daniels adopted several terms to identify or describe certain new communications trends or concepts, including message convergence, device convergence and inbox convergence. I say “adopted” because these weren’t exactly new definitions. A quick Google search shows that these terms have been in use for a few years – limited use, but in circulation nonetheless. As many of us here at Message Systems are now using these terms in conversation and in a lot of the content we’re developing, I think it would be useful to get some definitions in place. (more…)