The walled gardens of social media

So there is a good reason why e-mail is still the top form of communication in business, namely that you can talk to anyone with an e-mail address, no matter where they are. On an individual social network, you can only really communicate with those on the same network. This is essentially a non-starter for business, and a growing problem for newer social networks and online communities, where it’s increasingly difficult to grow participation because everyone is already a member of so many different services already.

(via Where is interoperability for social media? | ZDNet)

The walled gardens of social media

So there is a good reason why e-mail is still the top form of communication in business, namely that you can talk to anyone with an e-mail address, no matter where they are. On an individual social network, you can only really communicate with those on the same network. This is essentially a non-starter for business, and a growing problem for newer social networks and online communities, where it’s increasingly difficult to grow participation because everyone is already a member of so many different services already.

(via Where is interoperability for social media? | ZDNet)

Customer journeys. For best results from detailed customer journey maps, inject organizing principles around customers unmet needs:
Solve a problem
Make life simpler
Engage at scale on social media
(via The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | ZDNet)

Customer journeys. For best results from detailed customer journey maps, inject organizing principles around customers unmet needs:

  • Solve a problem
  • Make life simpler
  • Engage at scale on social media

(via The new digital customer journey: Cross-channel, mobile, social, self-service, and engaged | ZDNet)

Are business communities a zero-sum game? The larger and more successful a community gets, it becomes intrinsically richer and more valuable exponentially through the sheer sum of its members and their combined participation. In other words, network effects — and therefore social networks — tend to be a zero sum game; if a potential new community member has limited time, and we all do, why go to the second-best community, when you can just go to the very best one for the subjects one cares about?
(via Is the window closing on enterprise customer communities? | ZDNet)

Are business communities a zero-sum game? The larger and more successful a community gets, it becomes intrinsically richer and more valuable exponentially through the sheer sum of its members and their combined participation. In other words, network effects — and therefore social networks — tend to be a zero sum game; if a potential new community member has limited time, and we all do, why go to the second-best community, when you can just go to the very best one for the subjects one cares about?

(via Is the window closing on enterprise customer communities? | ZDNet)

"… digital innovation in-the-large has only continued to accelerate. The rate of change is increasing and companies response to it isn’t: On a daily basis, several thousand new mobile apps become available, while on a broader horizon the amount of data our businesses must respond to doubles at least every 1-2 years. So too are the methods through which we have to engage with and respond to our customers. The deltas on every front look similar."
(via Digital diaspora in the enterprise: Arrival of the CDO and CCO | ZDNet)

"… digital innovation in-the-large has only continued to accelerate. The rate of change is increasing and companies response to it isn’t: On a daily basis, several thousand new mobile apps become available, while on a broader horizon the amount of data our businesses must respond to doubles at least every 1-2 years. So too are the methods through which we have to engage with and respond to our customers. The deltas on every front look similar."

(via Digital diaspora in the enterprise: Arrival of the CDO and CCO | ZDNet)

Choose your social business strategy first.  A tool-first emphasis tends to wag the dog and is invariably a disservice to the work itself. It also will likely hold back organizations seeking to get the most from social business — the effort becomes constrained around what an individual tool is capable of, rather than trying to determine what the business actually needs. Via The BrainYard -InformationWeek 

Choose your social business strategy first.  A tool-first emphasis tends to wag the dog and is invariably a disservice to the work itself. It also will likely hold back organizations seeking to get the most from social business — the effort becomes constrained around what an individual tool is capable of, rather than trying to determine what the business actually needs. Via The BrainYard -InformationWeek