Kaliya sent me notes by David Terrar from talks by JP and John Hagel from the Dachis Business Summit. Good stuff. Here's a quote from Hagel that caught my eye on social media and exception handling:

Where can I maximise impact from this deployment? He suggested the richest area is around exception handling, which he called the shadow economy of the enterprise. He suggested 60-70% of knowledge workers is devoted to exception handling, and this is the ideal place to use social tools to find the right people and connect to the data.

From Dachis Business Summit - you know, the Social one!
Referenced Wed Mar 30 2011 08:51:30 GMT-0600 (MST)