Socially Vetted: A new approach to delivering technical content to clients or a paradigm shift.
Kim McCall 060000VCYE Comment (1) Visits (3269)
I saw this term “Socially Vetted” while reading an article on content management the other day. It occurred to me that this term encompasses exactly what Knowledge Management teams around IBM want to achieve by diving into the tools circus that is Social Media.
Socially Vetted means that a piece of content has Social Media elements about it that allow a user to discern whether or not that content is relevant or useful. Socially Vetted content is considered valuable and it’s rewarded by the community at large by being brought to the forefront. After all, if someone found it worth tweeting, retweeting, tagging, sharing or blogging about it we can most likely make the short leap that someone found that content useful.
This has highlighted one of our biggest challenges in Support, to get good content written and published. But, the bigger challenge is getting clients to find it and use it once it is available. As Knowledge Engineers we see more and more content get published yet calls to support decrease very little (a real kick in the teeth for those of us who are purveyors of that content).
As we studied this challenge we learned that our clients have increasingly become foragers of social information. They are spending more and more time in web-based social networks to communicate, share information and establish bonds. It was here in these social networks we saw a solution to our challenges.
The AIM Knowledge Engineering team embarked on our Twitter initiative early in 2009. Tweeting out links to published technical content as well as education resources, we saw our followership grow by leaps and bounds. As we learned more about what our clients wanted to see we added a bit of business intelligence behind what we tweeted and saw an increasingly steeper growth of followers and great feedback.
Now as we turn to blogging and social tagging to further promote our technical content we are uncovering the true value of what it means to be “Socially Vetted.” Our clients are learning as we are that solutions to their technical issues can be found by being part of a community of people seeking solutions to product issues and people in the technical know who are providing that solution. Content is not just a technote anymore!
We are no longer focused on producing content for the sake of producing it, but rather we are focused on connecting our content seekers with our content producers. By putting the elements together (Twitter, blogging, tagging) and by exploring new tools every day we hope to create a community based on the link we all have in common – our products!
On the horizon we see the ultimate benefit of this process too. Becoming Socially Vetted as a Support Organization!