Systems of Engagement

The concept of Systems of Engagement is attributed to Geoffrey Moore, a business author of such books as Crossing the Chasm. In his paper for AIIM.org entitled: "Systems of Engagement and the Future of Enterprise IT" Moore states: “Amidst the texting and Twittering and Facebooking of a generation of digital natives, the fundamentals of next-generation communication and collaboration are being worked out. For them, it is clear, there is no going back. So at minimum, if you expect these folks to be your customers, your employees, and your citizens (and, frankly, where else could you look?), then you need to apply THEIR expectations to the next generation of enterprise IT systems....Systems of Engagement … will overlay and complement our deep investments in systems of record.” Since then Systems of Engagement has been adopted by organizations such as Forrester Research, HP, IBM, AIIM, and Avoka. Forrester defines Systems of Engagement as follows: "Systems of engagement are different from the traditional systems of record that log transactions and keep the financial accounting in order: They focus on people, not processes....These new systems harness a perfect storm of mobile, social, cloud, and big data innovation to deliver apps and smart products directly in the context of the daily lives and real-time workflows of customers, partners, and employees.”

See also

• System of record — conventional enterprise systems designed to contain the authoritative data source for a given piece of information.