Empowered : unleash your employees, energize your customers, transform your business

 by Josh Bernoff. Two vice presidents at Forrester Research (Bernoff is also the coauthor of Groundswell) offer a rare thing: a book about using new technologies that actually goes beyond jargon and offers practical solutions. In addition to providing examples of how today's consumers have empowered themselves through social software, the authors suggest that the best way to deal with such customers is to train and support empowered workers (or HEROes, "highly empowered and resource operatives"). The most valuable part of the book is its second half, which describes how HERO employees, management, and IT staff can and must collaborate to make the system work. The focus on the whole organization makes this a good read for employees and managers alike. --Library Journal (Check Catalog)