View From The Balcony

intelligentcity: via Harvard Business Review. Anne Morriss, managing director of the Concire Leadership Institute, explains how Starbucks has trained its own customers to behave a certain way in order to improve efficiency and customer service. Could this be a model for smart cities? Morriss’ book Uncommon Service, argues that the key to success is if we put customers at the certain our business. I would argue that this could be signal for a way to design policy-making in smart cities, where the citizens are at the center of that design. - @AAlampi

Reading on Knowledge Management

Thinking about doing an independent reading for my masters program at the NYU Robert F. Wagner Graduate School of Public Service on knowledge management, technology and social media.

Does anyone have recommendation on books, papers or articles?