Bertrand Duperrin's Notepad

Thoughts on management, HR, social networks…and enterprise 2.0

" The most successful companies are those that think jointly technological change, work design and the changes in internal social relationships.” Antoine Riboud.
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Entries Tagged as 'community management'

The community management bible is now online

March 8th, 2010 · View Comments · Communities, social computing

You may have noticed that I’m often skeptical when talking about community management. Not because I don’t believe in it but because its importance and role are so impressive that it must not be led astray or neglected.
When talking about community management, internal and external, there are risks and constraints to take into consideration not [...]

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From community management to customer management

March 8th, 2010 · View Comments · Communities, social computing

I’d like to go back on this  interesting article published in the January-February issue of the Harvard Business Review about the need to reinvent marketing.
The postulate is now well known. Companies have more tools to interact with customers than they ever had and customers want more than ever to tell businesses what they think about [...]

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What place for communities in collaboration ?

March 2nd, 2010 · View Comments · Collaborative practices, Communities, Organization & Management, enterprise 2.0

The switch from a compartimentalized enterprise collaborating on a small perimeter to an enterprise that harnesses mass collaboration and leverages social networks and communties is much harder than many expected.
But is “transformation” a relevant word ?
First because collaboration has many differents levels and scopes that not exclusive but complementary. Enterprise 2.0 does not mean the [...]

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From Social Media to Social CRM : a recent experience with airlines

January 11th, 2010 · View Comments · Communication, Communities, Social Networking, social computing

I already wrote many posts about social CRM on this blog and I recently had the (unfortunate ?) opportunity to add a real life experience to my thoughts. Those who’d prefer to pass over the narative of a long story may directly go to the bottom of the page to read the conclusion.
The situation
A simple [...]

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A central corporate department is in charge of your enterprise 2.0 project ? Some traps to avoid

January 5th, 2010 · View Comments · Communication, HR & Management 2.0, Social Networking, enterprise 2.0, social computing

An enteprise 2.0 project (or whatever the name it’s given) can be carried by many different kind of people or departments. A dedicated joint team (what is ly prefered choice), HR dept, Communication Dept, IT dept… This is something that has to be thought about upstream but in many cases someone takes the leadership and [...]

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How to understand and position enteprise 2.0 in the real enterprise

December 1st, 2009 · View Comments · Communication, Communities, HR & Management 2.0, Organization & Management, Social Networking, enterprise 2.0, social computing

It’s time to sum up all the thoughts I had these last months. I tried to start from both the concerns expressed by C level managers asking for a global vision and ground managers who needed a “hands on” vision because they don’t have time to waste to try to understand such nebulous things. Having [...]

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So you love your customers…and you let others take care of them

November 23rd, 2009 · View Comments · Communities

Saying that customers are businesses’ most important assets is now a common view. First because their money make the business live, second because they are its best ambassadors when they’re happy with the delivered service.
Of course, an happy customer is a customer who’s delivered a service that meets his expectations. He also gives value to [...]

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Sometimes you need a community manager. Sometimes a manager is enough…

September 22nd, 2009 · View Comments · Communities, Organization & Management, Social Networking, enterprise 2.0, social computing

Among the the fundamental and trendy issues about enterprise 2.0, it’s impossible not to mention this one : what does making a community work and live takes ? According to many enterprises, that’s what make their “enterprise 2.0″ projects succeed or fail. As short and simple it is, this question brings two strategic issues about [...]

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Will you have to throw your marketing outside of the window ?

August 17th, 2009 · View Comments · Communication, Ideas & innovation management, Social Networking, social computing

McKinsey recently issued a report entitled Managing beyond web 2.0 which is about constraints businesses are meeting in a connected world. Those who relied on the title to pounce on it may have been very disappointed since it’s more about the realtionships between businesses and their ecosystems than about internal management issues. But that’s not [...]

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