"I have knowledge and must limit access to that knowledge to retain my value"
"I'm valuable because I am knowledgeable and am willing to share that knowledge"
The best $50 I've spent all year was for a 2-day Expo Pass for the Enterprise 2.0 Conference in Boston, June 19-20 of last week.
The Enterprise 2.0 Conference
(also known as #e2conf" on Twitter) is the premiere social business event in town every year. Luis Suarez goes every year, along with every other mover and shaker in the social business/collaboration community.
In my best Enterprise 2.0, knowledge-sharing fashion, I have captured my trip report:
my notes, links, and resources on an internal Connections community wiki page for everyone
to benefit from, and now I'm sharing with you!
Observable work, people. #owork
Happy to answer any questions you may have.
Stay Connected: Enterprise 2.0 Conference
Mobile app: m.e2conf.com
Community site: www.thebrainyard.com
Official Conference tag: #e2conf
Tuesday, June 19, 2012
Staying Connected: Driving Innovation at Nike, Inc. Richard Foo, Collaboration Direction
Connecting the Dots: Nathan Bricklin, SVP, Head of Social Strategy, Wells Fargo's Wholesale Services Group.
Philip Easter, Director, Delivering Real Time Customer Service: How American Airlines Has Enhanced the Customer Experience Through its Mobile Apps
Bryan Barringer: Unlocking Enterprise Knowledge
Michael Wu, Principal Scientist, Analytics "Let's Do a Live Experiment on Collaboration"
Securing Social Business for Compliant Collaboration
A Customer's Journey: Putting Social to Work
Setting Up Communities to Solve Your Biggest Challenge
IBM Mobile Enterprise Strategy
Social Applications: The Next Iteration of Social in the Enterprise
Gamification: The Key to Social Business Adoption and Value
Wednesday, June 20, 2012
Enterprise 2.0 in the Era of Big Data: Andrew McAfee, Principal Research Scientist, MIT
A Mobility Journey and Future Considerations: Art King
Creating the Right Culture to Support a Social Business: Jeff Schick
Inventing Management 2.0: Panel discussion
Putting Enterprise Social to Work: Jared Spataro, Rob Gubas
Enterprise 2.0 Boston 2012 Free Presentations
Badgeville Blog: Announcing Our Latest Integration: Badgeville for IBM Connections
Observable Work (#owork)
Next Things Next: Enterprise 2.0 and Observable Work
Management Innovation Exchange
OpenSource Social Network Analysis Tools
Gephi - Gephi is an interactive visualization and exploration platform
for all kinds of networks and complex systems, dynamic and hierarchical
graphs. Runs on Windows, Linux and Mac OS X. Gephi is open-source and
Getting Started With The Gephi Network Visualisation App – My Facebook Network, Part I
Getting Started With Gephi Network Visualisation App – My Facebook Network, Part II: Basic Filters
NodeXL - NodeXL is a free, open-source template for Microsoft® Excel® 2007 and 2010 that makes it easy to explore network graphs.
With NodeXL, you can enter a network edge list in a worksheet, click a
button and see your graph, all in the familiar environment of the Excel
Get Bold! Using Social Media to Create a New Type of Social Business, by Sandy Carter (@scarter), IBM VP, Social Business Evangelism
Best cover blurb EVER: "For crying out loud, IBM 'gets' social
media. Don't you think it's about time that you do? This is the book to
get you started." - Guy Kawasaki
Social Business by Design: Transformative Social Media Strategies for the Connected Company, by Dion Hinchcliffe (@dhinchcliffe) and Peter Kim
The Collaborative Organization: A Strategic Guide to
Solving your Internal Business Challenges Using Emerging Social &
Collaborative Tools, by Jacob Morgan (@JacobM) (avail July 2012)
- Much of your social networking success depends on your willingness to let the network grow organically - Nathan Bricklin
- Build something that doesn't get in the way.... integrate with email
- Don't follow the same path everyone else is taking... move adaptively through wildernesses nobody know.
- power of diversity of thought
- Priorities: 1) strategy, 2)solution (tool selection from a business need perspective, not an IT perspective)
- start simple, iterate, pilots, address challenges and objectives,
engage entire organization early: HR, legal, IT, internal comms
- Change the Mental Model from the Traditional:
"I have knowledge and must limit access to that knowledge to retain my value"
"I'm valuable because I am knowledgeable and am willing to share that knowledge"
Why Gamify? Engagement ->Adoption ->Viral Growth
identifies key knowledge holders and encourages sharing
promotes appreciation and pride
Set adoption and utlization goals for 1st six months
FedEx use of badges and gamification
Collaboration -, tagging, connections, ratings/feedback, blogging, micro-blogging
Education and Talent Progression - training, certification, education, career development
Awards & Recognition
Social Network Analysis - A model for influence propagation
timing - just in time knowledge
channel alignment vs. channel overlap
target confidence - trust
Eigenvector centrality - use to find influencers
look for "connectors", "bridges", "boundary spanners" - key role
Securing Social Business for Compliant Collaboration
Compliance & eDiscovery
granular application control
data leak protection
logging and archiving
export of data
and that's the easy part (technology)
measurement & analysis: Key influencers, type of engagement, length of conversation, time of day
Focus on the important: key connections, search, alerts
Integration to the Enterprise (receive event triggers)
I'm already marking my calendar for next year. See you there?
Need downloads, documentation, training, or other support resources? Having trouble finding what you need on IBM.com? Looking for help and you just don't know where to go? Fear no more, my loyal readers, this document lists resources for IBM Rational products to assist you with learning the products, getting help, or just getting started:
Rational Support Resources
Just look at the Table of Contents of topics and you'll see how useful this doc really is!
Truly a smörgåsbord of information right at your fingertips.... or, mouse tip... or pointer tip to be even more pedantic. A bevy of information and assistance awaits you!
Of course, this list reflects a small portion of our knowledge base. If your problem or question is not featured here, head on over to the Support Portal to customize your portal experience and navigate to relevant content or perform keyword searches based on your needs. You can also click the developerWorks tab to seek answers, advice, or opinions from other users in the Rational Community.
image credit: (cc) Some rights reserved by Croixboy
The long awaited results from our 2011 End of Year survey on Rational Client Support's Social Business efforts are in. You may recall back in December that we ran the survey over the course of the month, ending Dec 31st . Well, we've run it all through our trusty Megatronhydromatic-5000, twisted knobs, pushed buttons, and switched toggles to get some results (don't ask if we used Watson, they won't even let Jason in the same state... something to do with protecting the system from data "corruption", whatever that means ...), which is really all to say: we've finally collated all the responses we received and done the analysis on the data. In the spirit of social transparency, authenticity, honesty, and knowledge sharing, we are sharing out our results below...
But first, a quick reminder of the mission, scope, and intent: IBM Rational support's Social Business mission is to improve visibility of support content, helping to solve problems and get the right answers at the right time to the people who need them, to set ourselves as thought leaders, and to improve satisfaction with all aspects of Rational software. The survey's intent was to elicit feedback from you, our direct audience base, to identify who you are and whether or not you are seeing value from our efforts. The scope of the survey was specific to only our followers/fans (direct audience) who consume our content and may interact with us. While open to all, the survey was not intended for a general audience as it is specific to our efforts in the social business space with questions only our fans and followers would be equipped to answer.
So, with the scope and intent in mind, here's our analysis of responses to each of the six questions we posed:
Question 1: Which of the following best identifies you?
55.6% of respondents indicated they were IBMers, while 32.5% noted they were clients. The high 55.6% indicates that we have a large internal following, though it can possibly indicate that IBMers are simply more likely to leave feedback when requested. In terms of social business success, this spread of clients to IBMers shows us value as it indicates a large network of connected IBM SMEs, providing the structure to leverage skills to assist clients ad hoc.
Question 2: Why do you follow Rational Support on any of our channels? (multiple choices were selectable)
Predominantly, 68.5% of respondents follow us to stay up to date with support in a general sense, indicating that a wide scope of support related content is appropriate for this audience. Second to general content, 61.1% noted they follow for self assist material. Taken in conjunction with the desire for general content as well, this indicates that a good balance of technical and non-technical content is both desired and appropriate. With 33.3% noting they follow to feel a connection to support, this shows that retaining individual voice and personality is appropriate and appreciated.
Question 3: Please rate each of our channels.
Not surprisingly the top rated channel is our NFRS blog, with 61.1% indicating it was “Very useful” or better. Facebook and Twitter both show a gap between “not following” and “somewhat useful” which indicates those who follow find some value. While there is nothing to indicate why our audience doesn't follow one or both of these channels, it is likely due to personal preferences or corporate blocks of those channels. Across the spread of Facebook and Twitter, Facebook does come out ahead in terms of being seen as more useful with 66% of responses indicating value was seen there as opposed to 51.8% indicating the same for Twitter. In general, the results indicate retaining a heavier focus on the blog is the right course of action for us.
Question 4: Has content from Rational Support's social channels helped you solve an issue without calling support?
42.6% of all respondents have avoided at least one support call, with the majority of responses indicating they have avoided creating PMRs at least twice. Of the 24.1% 'other' responses, all but two were IBMers, for whom the question was irrelevant. The two 'other' responses indicated that specific content is tough to find and that using Google to locate specific answers was more effective. Generally speaking, these results show our efforts in amplification of high value content and improving search result efficiencies (socially shared content tends to bubble up in search results now) reflect more value.
Question 5: On which social channel would you be more inclined to interact with us?
Surprisingly, 53.7% indicated they are more inclined to interact with us on Facebook than any other channel. Second to Facebook was the NFRS blog at 40.7% with Twitter and G+ showing an equal level around 25%. This indicates we're in the right place on Facebook. With the number of responses for GooglePlus we will continue to investigate the benefits of a page in that space and how we may be able to bring our audience even more value there. The 'other' responses highlighted LinkedIn as a requested channel, a XING group, on developerWorks forums, as well as direct email. All these responses indicate that investigating these various channel solutions in the next year and adopting those which make business sense will be a target goal, as well as retaining the more traditional forms of communication already in play.
Question 6: Optional, Free text entry. Please let us know what you would like to see from these channels, or provide any additional comments to help us serve you more effectively.
There were some great call-outs here. The most actionable was a request for info on general Support how-tos and entry points. I am happy to say we are currently working on building out some solid posts to address these areas. Another request was to focus on our 'Google juice' to ensure hits via search engines. This actually plays directly into our model showing more value in social amplification and effectiveness via search result improvements. We also got a few comments noting that we had “Too many posts in a short time”. This resulted in an immediate adjustment of our channel feeds to reduce the potential for content floods even before the survey was closed. (In full transparency, the same content floods that caused the comments in the survey were also pain points for me in my own channels.)
In general it seems you, our audience, do find value in our social business efforts. Our blog appears to be the most highly valued of our efforts and as such we should retain our main focus, using the other channels as aggregates to amplify visibility. A focus on helpful support items like 'how to contact' and clarifications of various support concepts like STCs, various IDs, and other how-to type posts will show higher value for our channels. With slightly over 55% of our followers as IBMers, a focus on leveraging our present network to function in a distributed method connecting the right clients with the right SMEs should help us provide even more effective and efficient value across the board. We need to continue targeting and pushing the right content through our social channels at the right times to enable clients like you more direct and ready access to the information you need.
And lastly we owe a huge thank you to everyone who took the time to provide responses via the survey. Without that kind of direct feedback, we'd just be shooting in the dark and hoping we hit our targets... helping us to identify the targets means even better accuracy in the future, and better accuracy in the support world means you spend less time and resources finding good solutions to issues when they crop up.
image credit: (cc) Some rights reserved by jurvetson (The image is of IBM's Sage system, built in 1954 and deployed in 1958 and weighed in at 300 tons.)
In case you haven't heard, Lotusphere 2012 is well underway down in Orlando, Florida this week. If you're like me and couldn't make it, you can always watch Lotusphere and IBMconnect sessions online at http://ow.ly/8jwN7 this week and catch the replays afterwards.
With social collaboration being a key component to everything we do today, here are some resources to keep you involved, informed, and on the cutting edge! Staying up to date and informed is the best way to ensure your business stays relevant and efficient... check out all we have to offer below to see how IBM is drinking our own champagne and pushing forward in social business and building networks for collaborations that benefit everyone involved!
Now that you've heard how much content we've created and updated based on your reported PMRs using the KCS principles, let's take a look at how we shared it all out!
2011 was unquestionably the year of social business across industries. In keeping with Rational Support's own strategies we drove higher visibility to our support content through a number of channels, and built substantial followings in each area.
In the course of the past year, we:
Increased our Twitter followers by over 61% YoY (year over year), feeding more technical content to more followers daily!
Increased our Facebook followers by 66% YoY, aggregating downloads, videos, and blog posts to more people as well!
Increased our blog readership by 56% average YoY, again, more people seeing our support generated content
Increased blog page views by 64% average YoY, which shows you all are viewing more than one page per visit. Sit and stay a while
Authored and published over 290 distinct blog posts solely for Notes from Rational Support's blog. Over one post per business day, getting you timely support content every working day of the year.
Surpassed 1.47 million total visits to the Notes from Rational Support Blog. That's a lot of visits, telling us you come back time and time again...
Achieved a blog ranking of 5th overall most visited blog out of 1300+ blogs on developerWorks! An amazing achievement given the quality and breadth of blogs across the developerWorks site, wow!
But these numbers are only indicators of our overall success. Our real successes are found in YOUR successes; when you find an answer or solution to a problem because of content we've created and/or shared, when you save time and effort in looking for information because we've shared out the right content at the right time for you... or by simply being the go-to people able to provide the solutions when you need answers or help.
We always strive to be as open, transparent, and authentic as possible and we think that is reflected in the organic growth we've seen above in the past year. Do you agree? Think differently? Let us know in our six question social survey here: http://www.surveymonkey.com/s/G8SFMY6
image credit: (cc) Some rights reserved by floeschie
In IBM Rational Support, we are constantly working to improve our business; how we can help you succeed with our products and find solutions to challenges you encounter. This means not only looking inward to defining our strategies and best practices, but also outwards to discover new processes and studies which may shed light on how we can improve.
You can imagine, then, when the following article/presentation from the New York Times Customer Insight Group on "The Psychology of Sharing" came across my radar, I was compelled to review it. You can check it out in PDF format here (no registration required): http://nytmarketing.whsites.net/mediakit/pos/
The date on this file indicates creation on Aug 19, 2011, which lends to the timeliness of the study, though no dates are provided within the presentation to indicate when the study was conducted. I can only hope that it was relatively recent to the actual publication dates to ensure closer relevancy.
I say this, because one of the biggest stand out points I took away from this presentation was that when it comes to "key factors to influence sharing, E-mail is still #1". And that, my loyal audience, was a bit of a surprise in this age of social sharing. All the other factors noted made perfect sense to me... almost instinctually so. But the fact that e-mail still remains at number one, to be honest, boggles my mind. I'd have expected something like "ease of sharing", but not a specific medium... let alone one as tightly confined as e-mail.
This surprise has given me pause to rethink some of our strategies, specifically how we may be missing a key component with E-mail being a preference. So, I'm taking some time today on this "Think Friday" topic which has landed in my lap, and contemplating the truths present in the "Psychology of Sharing". As I ponder this, I'm beginning to think the surveyed subjects span a larger and likely less technical group than you, our more focused audience here.
Which, of course, leads me to reach out to you:
As a tech-savvy / cutting-edge crowd, do you still prefer E-mail over other forms of sharing (RSS, perhaps, or other various social media channels)? After reviewing the presentation, do you find that you agree with the conclusions of the study or are your motivations and preferences contradictory to what was presented?
image credit: (cc) Some rights reserved by bengrey
If you liked what you read in Jason's previous post on social CRM (and honestly, who didn't?), you are going to LOVE this one ...
Jason wrote a most excellent blog post over on his personal blog that you simply MUST read:
Jason continues to hit it out of the ballpark with his thoughtful and thought-provoking articles on what we are trying to accomplish in these spaces, and provides a unique and refreshing perspective from the usual lead- and revenue-generating slant you get from most articles on social business.
Please check it out! What do you think?
Social CRM is becoming a bigger deal as businesses grow in the social spaces. Where we once referred to this all as "social media" or "new media", we've begun to shift the jargon in how we talk about the spaces. Moving from words indicating "what", we are now using words to indicate "how" we work in the spaces. You've likely seen me use the phrase "Social Business" in the past few months. I made this shift in verbiage based on the fact that "Social Media" really just described the tools we used, not how we used them. We are a business after all, and our primary focus is to help our clients, to help YOU, be successful with the products and services IBM provides.
We are constantly striving to improve how we engage and help, which not only means implementing our strategies, but to get out and learn
as much as we can about how best to work in these spaces. And wouldn't you know it, in my effort to learn more, I was pointed to a fabulous paper provided by IBM Global Business Services (http://ibm.com/iibv) surrounding the concept of Social CRM. More specifically, this paper discusses what customers want from brands when they engage in the social spaces. From social media to Social CRM: http://www-935.ibm.com/services/us/gbs/thoughtleadership/ibv-social-crm-whitepaper.html
There is some really great and recent information in this paper outlining the gap between what customers want and what companies/brands -think customers want. (As an aside, one of my difficulties has been finding studies like this which match the present climate. Most social media/social business studies I have found were released as far back as 2008 or 2009, some of the more recent ones in early 2010 based on 2009 data. This particular paper has the most up to date information I've found thus far!)
While the paper provides some very eye-opening data and likely will help change how many businesses focus on their social efforts, I was happily surprised to see that our efforts in IBM Rational Support, as well as the larger IBM Rational brand efforts appear to fall in line with the gap table of customers' rankings. Now, I may be biased here (an amazing realization, I know), but I think our four social media channels (Twitter
, and here on NFRS
) are indeed aligned directly with customer/client demands from a support organization. But that's just my view, we'd love to hear your view
. So go on
and take some time to read the Social CRM paper
. I think you'll find some very valuable insights there which you can take back to your own areas and use the data to build your own successes in social business. Of course, once you've read read the paper we here in Rational Support would really appreciate your insights
as to how you really think we're doing here and how we may be able to improve the spaces to help you be even more successful! image credit: (cc)Some rights reserved by smemon87
And in one last final shameless plea for feedback, our social media survey
closes out at the end of this month. That's Thursday (already?!?!)
If you have not yet provided us with your thoughts, we would greatly appreciate your doing so.
We'll be sharing what we've learned and letting you know what we'll be doing as a result of YOUR input. Stay tuned!
And thanks again!
(We now return you to your regularly scheduled programming.)
No, really, thank you! Your response to our survey
request has been outstanding! We've been getting some -great- feedback via our Social Business survey
; we're learning a lot, and we want to learn more
Oh, but you say you haven't actually filled out our little 3 question survey? Well, you're in luck: you still have time to give us YOUR feedback too
! It's just two quick questions
to identify how you're connected to us and what value you see in our different channels, then an optional third question
to provide free-text feedback if you so desire. (I'll tell you, we LOVE getting actionable comments from you!)
As Kelly noted in her post last week
, it doesn't matter what WE think ... YOUR opinion is the only one that really counts! image credit: (cc) by flickr user hugochisholm