Links for this week (weekly)

  • tags: socialcrm, process, marketing, ideation, innovation, socialnetworks

  • “During the last couple of years I have carried out ECM and Collaboration assessments for companies where I have observed a resistance towards social software – which to a large extent can be seen as a direct symptom of bad security practices. I have observed that these companies have the following in common:”

    tags: security, socialsoftware

    • They don’t have a security classification system for their information assets. This usually means that they label everything, even trivial information or freely available information from external sources, as confidential.
    • So what do business users do when they need to share something? They don’t follow them.
    • y. Even if they have a platform such as SharePoint in place, they have implemented it in such a way that it prevents sharing across organizational borders, and even between different departments within the same company
    • Instead, they point finger at social software, arguing it will create security problems. The reality is of course that they already have major security issues as unclassified information is being shared via email and USB sticks, without any control whatsoever.
    • If these companies would realize that they currently have little or no control over how their information assets are shared, and decided to deal with this situation, they would also likely come to discover that social software such as wikis, blogs, micro-blogging and social bookmarking can play important roles in an Information Management strategy.
  • “It’s been a week since an ash cloud from Iceland’s volcano silenced the skies over Europe, stranding passengers and paralyzing the airline industry. As planes finally begin to take off, we examine how brands are using Twitter and Facebook to inform, reassure, and engage their customers.

    tags: engagement, airlines, crisis, crisiscommunication, socialmedia

    • Inform

      In tense, time-sensitive circumstances travellers turn to social media for information. The most effective tweets and status updates read like newspaper headlines: clear, concise and timely.

    • Reassure

      Between news updates, some airlines are reassuring customers that there is a light at the end of the tunnel

    • Engage

      Some airlines are going a step further by responding to customers personally. KLM’s Twitter feed is littered with @replys (individual responses to customer questions, comments and concerns) in both English and Dutch.

  • “As the next generation of supply chain concepts are being proven in the living crucible of the online world (mashups are now de rigeur on the Web and no longer remarkable, for example), it has shown how much more there is left to do as we connect our enterprises to the inputs and outputs that are their motive force. Web 2.0 ideas have been used in the last half-decade to update numerous enterprise sectors including collaboration, knowledge management, SOA, CRM and so on. These same approaches have also been used to expand and improve supply chain management to some extent. However, we are now seeing a significant cross-over of today’s modern Web into the very lifeblood of the operating logistics and component flows of enterprises today.”

    tags: supplychain, socialsupplychain

    • The Social Supply Chain
    • Successful development and use of competency networks
    • Employment of social supply chain sourcing and advanced B2B supply chain services
    • Social exception management will become the norm
    • Social supply chain as a profit center
  • tags: emergence, hypecycle, decisionmaking

    • collective decision-making
    • I like this model because it recognizes that decisions and actions start with individual initiative and end with individual responsibility — it is through the intermediate collective stages of conversation, understanding and consensus that the wisdom is obtained to know what to do, but ultimately, what gets done is the sum of motivated individual actions.
  • “Despite the well thought through checks and balances, Unvarnished and other online reputation tools everyone should be conscious of how their online reputation will impact their client work, future jobs, and ultimately your bank account. We’ve seen a variety of technologies emerge for commercial reputation like Amazon rankings, eBay account, to Rapleaf. Yet to best understand how to use the different tools at your disposal for your personal career, I’ve created this handy matrix which you can use to take advantage and minimize risks.”

    tags: e-reputation, reputation, career, linkedin, blogs, unvarnished

  • tags: socialcrm, communities, onlinecommunities

    • I think it’s very important to look deeper at social CRM (and the social business space in general) because, as the Gartner Group states, and as I will mention in my SCRM presentation:

      “By 2010 more than half of companies that have established an online community will fail to manage it as an agent of change, ultimately eroding customer value. Rushing into social computing initiatives without clearly defined benefits for both the company and the customer will be the biggest cause of failure.”
  • “Are you using Twitter to reach your customers and followers? Do you update your status on Facebook several times a day? Maybe you daily ask questions of one of your specialized LinkedIn groups?

    You can replicate this experience inside your organization. There are a number of internal solutions that allow employees to share messages and information with each other, including Yammer and Socialtext. Laurence Smith, Vice President of Global Learning & Development at LG Electronics in Seoul, Korea has become an advocate of Yammer as a way to drive greater innovation in the design of the company’s training programs. ”

    tags: microblogging, productivity, yammer, twitter, workflow

    • Since microblogging is a modest expense, (often as low as $1.00 per user per month) there need not be elaborate ROl studies prior to piloting the service. However, you do need to identify key business goals you want to measure as microblogging rolls out across the company, such as increased brainstorming or greater ease in seeking feedback from employees. Then follow the impact on revenue.
    • Smith and Ball personally use microblogging to get work done in their day-to-day jobs and integrate microblogging into their workflow, so it is a productivity tool rather than “another thing” to do during busy days.

Posted from Diigo. The rest of my favorite links are here.

Head of People and Business Delivery @Emakina / Former consulting director / Crossroads of people, business and technology / Speaker / Compulsive traveler

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