Social Business is already making a real difference to commercial organisations. For example over a half of companies expect to support their Customer Service processes with social capabilities within two years, and 60% will socially-enable their Sales processes in the next two years.
What is Social Business? The prolific use of Social Media has raised the bar for collaboration in the workplace, presents a new opportunity for gaining citizen insights, and enhancing citizen interaction. Social Business is the usage of Social Media technologies for business benefit.
How is it achieved? Through the seamless integration of collaboration technologies (to make organisations more efficient), by application analytics technologies to gain citizen insights and by leveraging new Social Media channels for citizen engagement.
What’s the (tangible) benefit? Social Business usage can decrease costs (by making organisations more efficient), increase responsiveness and agility (through improved, cross department collaboration), improve citizen engagement & sentiment (by involving them using convenient channels), improve insight, through monitoring social media activity.
What are Social Business Patterns? These are similar in concept to business process flows. Each patterns represents a repeatable, proven set of value producing actions. The six social business patterns – and the value they produce – are summarised the table below.
Some organizations begin by applying just one pattern, but know they can realize compound benefits by implementing multiple patterns over time.
How is this relevant to Government?
Social Business offers Government organisations the opportunity for increased efficiencies (at a time of budget cutting and austerity), increased awareness / citizen engagement and improved agility and responsiveness.
In my recent White Paper “Social Business for Government” I take each of the six Social Business patterns in the table above and illustrate the value to a Government citizen or employee (using storytelling) and then outline IBM’s solution to the make the story “real”.
Please leave me a comment with your viewpoint, suggestions & feedback. I’m very interested in an active debate on this topic!