Spurring Creativity to Better Serve Your Customers

DESCRIPTION:
Computers and the Internet have combined to form a new medium that redefines the creative process in today's business world. This program attempts to show IT leaders why it pays to think differently and try new initiatives. Randy Pausch, Professor and Co-Director of the Entertainment Technology Center at Carnegie Mellon University, Pittsburgh, Pa., looks at issues such as virtual reality and team building in a thought-provoking manner. Pausch discusses the way computers have become ubiquitous and are showing up in all kinds of places; how the World Wide Web should be embraced as a new medium; and the way artists and engineers can combine to fuel the creative process. He also gives a demonstration of the Virtual Worlds course he teaches at Carnegie Mellon. This revised version of one of WatchIT’s most requested programs has been updated with new multimedia resources, such as Web links and white papers.

By watching this program, you will learn:

~ How the Internet needs to be thought of as a medium, like radio, television and film;
~ How to spur creativity in yourself and others – in particular, how you can put different kinds of people together to get creative teams formed;
~ Opinions and stories about customer service, and how it can be done much better in the real world.


PROGRAM TOPICS:
AGENDA
COMPUTERS AREN'T COMPUTERS ANY MORE
Moore's Law
Popular Types of Computers
The Furby
The Internet Extends Our Senses
The Ubiquitous Video Camera
Interactive Cameras
The Future of Video
THE INTERNET AS A NEW MEDIUM
Getting Caught in Yesterday's Metaphor
Stage One: The Medium Is Born
Stage Two: Emulate Existing Media
Stage Three: Stretch the Boundaries
HOW TO SPUR CREATIVITY
The Invention of Special Effects in Film
Society Tends to Narrow People's Vision
See the World From Many Viewpoints
Learn to Work With Others
Don't Be Afraid to Be Silly
Balance Discipline With Freedom
Encourage Risk-Taking By Providing an Environment That Allows Failure
Out-of-the-Box Thinking
Change Your Tools Occasionally
People Value Entertainment
Technology Has Made Information More Accessible
Emotion Drives Usage of Technology
MY COURSE ON BUILDING VIRTUAL WORLDS
Choosing the Right People
Useful Skills for Building Virtual Worlds
CUSTOMER SERVICE STORIES
Customer Service at Disney World
Inferior Customer Service
Hotel Phone Service Charges
Services for Internet Users at Hotels
The Importance of Apologizing
The Value of Personal Service
Good Customer Service at Hertz
SUMMARY

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