My links of the week (weekly)

  • To wrap up 2011, I’d like to share with you some of the (IMO) best reports and whitepapers on Social Business I came across during 2011.

    Don’t agree with me? What other reports or whitepapers do you think should be on this list? Leave me a comment!

    tags: social_business reports

  • In the following video, Sandy Carter, Vice President of Social Business at IBM talks about social business and how it can enable Human Resources. She highlights 3 different use cases:

    tags: social_business engagement IBM

  • What is Meet & Seat

    KLM’s Meet & Seat lets you find out about interesting people who will be on board your KLM flight such as other passengers attending the same event as you at your destination.

    Simply share your Facebook or LinkedIn profile through Manage my Booking. Next, check other passengers’ profile details and where they’ll be sitting. Of course you can also choose your seat.

    tags: social_business case_study


  • Canalys today released its full, detailed Q4 2011 country-level smart phone shipment estimates to clients, so completing the picture for the year. One notable result was that total annual global shipments of smart phones exceeded those of client PCs (including pads) for the first time.

    Vendors shipped 158.5 million smart phones in Q4 2011, up 57% on the 101.2 million units shipped in Q4 2010. This bumper quarter took total global shipments for the whole of 2011 to 487.7 million units, up 63% on the 299.7 million smart phones shipped throughout 2010. By comparison, the global client PC market grew 15% in 2011 to 414.6 million units, with 274% growth in pad shipments. Pads accounted for 15% of all client PC shipments in 2011.

    tags: reports mobile

  • The Center for Marketing Research at the University of Massachusetts Dartmouth recently conducted a new in-depth and statistically valid study on the usage of social media in fast-growing corporations. This new study revisits the Center’s work on the Inc. 500 social media usage for the fifth consecutive year, making it a valuable and rare longitudinal study of corporate use of these new technologies. The Inc. 500 come from  a list of the fastest-growing private U.S. companies compiled annually by Inc. Magazine. For details about the 2011 Inc. 500 and the complete directory of the included companies, please visit Inc. Magazine’s website at The new study compares adoption of social media among the 2011 Inc. 500 with previous years

    tags: social_media reports

  • Je suis à la recherche depuis quelques semaines d’exemples de RSI des réseaux et médias sociaux. C’est toujours la même chose lorsqu’on parle de l’introduction de nouvelles technologies au sein d’une entreprise. Il faut obligatoirement passer par le Retour Sur Investissement ou ROI (chez nos Voisins du Sud) pour convaincre les patrons de délier les cordons de la bourse.

    Dans le cas de l’entreprise sociale (ou Web 2.0) comme dans le cas de l’entreprise intranet dans les années 90, c’est très difficile d’aligner les chiffres quand les stratégies totalement nouvelles avec des outils technologiques tout aussi nouveaux sont introduits et génèrent en plus des changements organisationnels majeurs. Il faut du temps avant de pouvoir compter sur des études de cas sérieuses et bien documentées.

    tags: social_enterprise ROI

  • Working with hundreds of speakers as an event producer, I’ve learned a lot about what makes a speaker truly great. Below, four nationally recognized speakers — all of whom I’ve had the pleasure of working with — share their insights on how to give a stellar presentation that resonates with any audience and gets them invited to speak again.

    tags: powerpoint

  • The CIO’s control over workplace IT is gradually slipping away as today’s digitally-savvy workforce have decided they want to call the shots when it comes to the technology they use at work.

    But it’s not just their iPads and laptops that staff are bringing into the office, they’re also sneaking their own apps onto the corporate network – introducing a new security headache and management challenge for the CIO.

    tags: social_intranet

  • Summary : There’s, in the 2.0 mythology, a belief according to which tomorrow’s intranets will be nothing more than social networks and where individuals will be more important than the traditional organic components of the organization. It raises an important question : are social networks the right place for corporate communication. That’s a nice and attractive concept but that’s not much realistic. It’s important to distinguish discussions from official communication (even if this latter can be the subject of a discussion) and, most of all, the person from the position. As a matter of fact, people change and pass while the position and the corporate identities need a continuity of digital identity.

    tags: social_intranet personas

  • Summary : one of the assumption on which many enterprise projects rely is that the collective is better than the sum of the individuals that composes it. This have been proven being right many times. But is it that simple ? In systems that struggle at jointing people and groups, in which people have more and more difficulties to see to see what is their contribution to a global purpose and what this purpose is, there are three obvious risks. The first is to built an organizations in which the collective makes no sense. The second is to use the collective to avoid facing individual issues, a way to blame others for one’s lacks. The third, on the enterprise side, is to believe that the social or 2.0 orgnanization will be the remedy for irrelevant processus no one dares changing.

    tags: social_business

  • The world is changing and needs Social Business Architects. Gone is the epoch of the passive consumer, now customers want a say. At the same time, the quest for survival and growth is causing companies to stop looking at suppliers as someone to squeeze on price and instead as partners in innovation. And, employers are realizing that to maximize their success they need to attract and engage the best talent not just into internal talent pools, but external ones as well.

    tags: social_business architecture

  • Intranet wish list for 2012: poll results

    Nearly 300 people voted recently on a LinkedIn poll asking the question:

    What is the one improvement to your intranet you would like to see in 2012?

    The results are below.

    tags: intranet reports

  • Published Research Reports
    Research is key for an industry analyst, and below, is a list of my current reports at Altimeter Group published under Open Research, as well as links to reports on the Forrester Research website.

    tags: social_business reports

  • We finally completed our final third webinar in our social strategy trilogy. It’s been great sharing our insights and widely releasing it to the community, and I hope you enjoy this final segment. The topic? Getting your company ready internally through research, processes, organizational models, policies, resources, and more.

    tags: social_business strategy

  • I wanted to share more in the usual web strategy matrix style as 5 minutes on a webinar isn’t really enough to do a complicated topic justice. Interestingly enough, I’m often called into companies that are moving out of organic and into coordinated, or dandelion model as a central team needs help working with various business units and setting up the internal program. I plan to do a detailed research report on this topic in Q3, to find out how companies are organizing.

    tags: social_business organization

  • Summary: The 80,000-worker telecommunications giant began adopting social media inside the organization as far back as 2008. But Alcatel isn’t stopping at basic social collaboration.

    This is the first in a ten part series — you can read the overview here — that explores the latest examples of enterprise uptake of social media internally. The first company we’ll take a look at is telecommunications giant, Alcatel-Lucent, which currently employs nearly 80,000 workers.

    tags: case_study social_business

  • Summary: Can an entrenched and highly traditional business culture handle a rapid adoption of internal social media? CEMEX, a $13.5 billion building materials supplier, shows how it’s done.

    This is the second in a ten part series — you can read the overview here — that takes a detailed look at newer examples of internal social media adoption in the enterprise. Yesterday we took a look at Alcatel-Lucent’s efforts. Today we examine the story of CEMEX, the world’s largest building materials supplier as well as the third largest cement producer.

    tags: case_study social_business

  • The common shorthand description of enterprise social networking is "Facebook inside your company"–not literally Facebook (although it’s possible public social networks will enter this market) but software that mimics some of the functions of a public social network, while adding features specific to use within a business. The early adopters are looking to add some of the spontaneous social interaction associated with consumer social networks, but with the goal of business productivity rather than pure entertainment.

    tags: platforms enterprise_social_networks

  • tags: case_study social_CRM

  • Big Data Analytics is a hot topic of discussion these days. But many feel that it is more of a “hype” and less of substance. In my opinion, Big Data Analytics is the real deal and if used correctly, can deliver great business results at a fraction of cost compared to other alternatives.

    Here’s a simple yet very effective example of using analytics for understanding consumer attitudes towards airlines in real time.

    tags: case_study social_CRM

  • In 2002, I was having a budget conversation with my CFO. I was general manager of the online store and we were discussing my requests for FTEs, technology upgrades, and marketing spend. The CFO asked me, “this is an online store…why do we need to spend any more money…doesn’t it run itself?” (I’m 99% sure he wasn’t joking.)
    This week, news has been circulating that FMCG company Procter & Gamble will eliminate 1,600 jobs and shift more budget into digital media. The headline over at Business Insider is a bit more incendiary: “P&G To Lay Off 1,600 After Discovering It’s Free To Advertise On Facebook.”
    The statement that “it’s free to advertise on Facebook” is wrong at minimum and leads executives to a potentially dangerous point of view regarding social business.

    tags: costs social_media

  • tags: case_study social_intranet

  • Social network analysis [SNA] is the mapping and measuring of relationships and flows between people, groups, organizations, computers, URLs, and other connected information/knowledge entities. The nodes in the network are the people and groups while the links show relationships or flows between the nodes. SNA provides both a visual and a mathematical analysis of human relationships. Management consultants use this methodology with their business clients and call it Organizational Network Analysis [ONA].

    tags: analysis social_network

    • an introduction to the subject – post by Adrian Raynor
    • Social Networking – post by wbf gr
    • good simple description of the theory of social networks analysis
      – post by Vahid Masrour
  • A lot of you emailed me asking where to find more videos, so I’m delivering the goods. I’ve expanded the previous list from a paltry 17 to a remarkable 302, and I’ve included podcasts this time! There were so many videos I had to break them up into different categories for easier skimming. There are no duplicates, however I did place some videos into more than one category when I felt it was appropriate. This list is monstrous, enjoy.

    tags: semantic_web

  • Chris wrote about the evolution of social computing at Intel in last few years, I would like to add to his post and share how we fared on Enterprise 2.0 in 2011.
    In 2011, we saw a jump of 64% in using the enterprise 2.0 platform. Almost all visited the platform at least once, and 30K+ users actively contributed content. Another significant achievement was the use of the platform more for the business purpose than just socially connecting. It was demonstrated by the fact, out of the top 10 most active groups, 7 were related to work. We saw communities helping each other on technical issues, without having to go to the service desk.

    tags: enterprise_2.0 case_study

  • I took a peek at the article last week reporting on the NNG 10 best intranets of 2012 with some curiosity regarding what would be reported and I found something that was infinitely more interesting to me in the user comments.

    You Can’t Judge an Intranet by its Homepage

    Dreissen writes: “Thanks for sharing, but may we see some screenshots of those intranets to understand why they won?!” This comment was interesting to me for one big reason; Dreissen and, I’m sure, many others like him believe that they could understand why an intranet “won” by looking at a screen shot. This belief is for me a chicken/egg type paradox.

    tags: case_study social_intranet

  • This isn’t link bait and it wasn’t created using Klout or any other influence measure. I wanted to share this list because these are really smart people, many of whom I know personally, that influence my thinking, writing and inspiration to learn. There is a certain level of humility and trust with each person on this list and they are paving the way for social business thought leadership in their own unique ways. I highly recommend following each one if you want to fully understand the definition of social business and how you can use the principles to change your organization. I also created a Twitter list in case you are interested.

    tags: social_business

  • One of the most exciting new features in HTML5 is the tag, because it addresses a very common use case that currently is a headache (and potentially expensive) to deal with unless you are willing to put your content up on a site like YouTube. In addition to being free to use, the video tag is increasingly supported in browsers. For better or for worse, no video codec is specified by the HTML5 specification, which is the major drawback to using it, but it looks as though MPEG will be fairly well supported.

    tags: html5 video

  • When I began work in a new position at my husband’s small company recently, I expected that I would be able to accomplish the charter and goals established for my role fairly quickly. I was tasked with improving communication within the IT organization and more broadly, within the company. Having worked over the prior 20 years at various positions where communication techniques, software and solutions were part of everyday life I figured this was going to be a no-brainer for me. However, I was stunned by the difference in culture between my old environment and this new one. I was sure that nearly everyone in North America was an avid email, messaging and Web 2.0 user and had experienced the technology related paradigm shifts of the past 25 years with equal acceptance. Nope!

    tags: hands_on case_study enterprise_social_networks

    • While the company stayed relatively small (less than 1,500 employees), was primarily co-located in a single building, and maintained longevity of tenure (15+ years) for the largest percentage of workers,

    • And most definitely, the Social era is seen as non-business by some leadership at this company and actively eschewed.

    • As communication tools and technologies were evolving over the past 20 years, most people who worked here just learned how to navigate through the high complexity of learning and maintaining the company business by walking to a co-worker’s desk and asking questions

    • Yes, there is an email system, but 80% of all emails are one-to-one between two individuals only. The structure of a distribution list, used to communicate simultaneously to many people at once, is reserved for a few line of business managers, a few executives, and key HR spokespeople

    • Yes, there is an intranet site built using an open-source platform on the cheap, but content on that site is primarily ‘flat’ in that it consists of simple linked html pages which display text only. There is no strategy, no overarching design structure

    • Usage statistics show that beyond the Home landing page which yields 76% of all hits, access dwindles to 3% and then less for all other pages on the site. The long tail for this usage data chart is asymptotic

    • Yes, there is a phone system for employees, and a call handling system in place for the customer support organization with front end routing, but the phone list is not integrated into any other communication system. The phone list is maintained in spreadsheets scattered around the business, and a home grown phone list search utility was developed in-house, and is linked to on the intranet Home page

    • Although there is an Active Directory in use, it is not populated with employee data. The Global Address List is similarly empty and unused. There are no formal closed-loop mechanisms in place for keeping the phone list or the email address list up to date.

    • All of this is changing…rapidly. The company has been on a steep growth path for the past year, and is hiring more new employees than at any time in its 50+ year history. Technology is being understood as a valuable competitive edge, and is used to provide customers with BI reporting solutions that help them manage and trim operating costs. More employees are now geographically dispersed across several sites around North America. Connecting with other employees, learning the business, and sharing tribal knowledge all require some supplement to the physical 1-to-1 human connection that sufficed in the past in order for this company to continue its success.

  • As I began considering how to approach the design for a set of internal communications tools at my new company, I initially thought that I could simply demonstrate to a few key people how easily several tools could be integrated together and what types of communication flows were possible.  My assumption was that these solutions would be embraced, we would prioritize which ones were needed first and most, and then we could begin making plans for how to purchase and deploy them to the approximately 1500 employees.  I was in for a few lessons in company culture.

    tags: hands_on case_study enterprise_social_networks

    • ethnographic studies of the employees

    • I asked several key managers to tell me stories of missed opportunities, dropped action items, misunderstandings and the like.

    • I asked the group to build out Ishikawa (fishbone) diagrams so that we could get to the root of each of the issues.

    •   Each persona described what the role does and specifically what the communication aspects of the job are, highlighting where challenges exist. Sometimes the challenges are related to the type of work, sometimes to the geographical location of the employees (e.g. remote offices), and sometimes to the profile of the person.

    • I asked the group to build out personas for various roles across the business

    • So our persona profiles do a good job of covering the breadth of employee audience we are targeting as we frame our goals.

    • To my knowledge, none of these people had ever been exposed to these techniques before

    • By using these techniques I was able to let the culture of the group come to the forefront. The root cause analysis shows in detail how communication breakdowns occur and why they are important to the employees to address.  The personas we created reflecting ‘typical’ employees duties and attitudes will also help us keep the full spectrum of “users” in mind as we consider possible solutions.

  • This is the first in a ten part series — you can read the overview here — that explores the latest examples of enterprise uptake of social media internally. The first company we’ll take a look at is telecommunications giant, Alcatel-Lucent, which currently employs nearly 80,000 workers.

    Alcatel-Lucent began their adoption of social media inside the organization at least as far back as 2008. Although they already had blogs, forums, wikis, and Sharepoint internally, there really was not an enterprise wide social networking environment or social media strategy at the time. This soon changed with the introduction of Ask@Ben, a system that let workers interact directly with the CEO, and uptake of Yammer, the now well-known enterprise microblogging platform that was becoming common in organizations at the time through viral adoption. These both broke new ground for the company and workers began to become more familiar with social tools to communicate and collaborate with each other and their management.

    tags: enterprise_2.0 case_study

  • IT services company HCL has a network of offices in 26 countries, with 88,000 professionals of "diverse nationalities" who operate from 31 countries, including more than 500 points of presence in India. It may come as no surprise, then, that connecting employees in a meaningful way was a challenge–one that HCL Technologies’ Ravi Shankar, senior VP of human resources, suspected social networking could help mitigate.

    tags: case_study social_intranet

  • We’ve said before that the breadth of SharePoint is both its strength and weakness. Intranet and project teams now have a powerful new tool to help the organisation work better, but what features to deploy?

    The classic technology-centric approach is to talk to stakeholders in each business area, asking questions such as:

    – What additional capabilities do you want on the intranet?
    – Which of the following features would be useful to you?
    – If you had (feature), how could you make use of it?
    – What can we do with the new version of SharePoint?

    These questions don’t work.

    tags: adoption sharepoint_2010

  • Drupal, eXo Social, BuddyPress… Tour d’horizon des offres Open Source les plus intéressantes pour mettre en place un réseau social d’entreprise. Un panorama qui s’appuie sur un livre blanc de Smile.

    tags: opensource social_intranet

  • Case Studies by Chess Group (pdf reports)

    tags: reports enterprise_2.0 case_study

  • We are still very early in the social media era, and it will take years for social and mobile technologies and behaviors to affect fully the way business operates. However, some changes are already evident if you look close enough. Is your business watching for these changes and investing so that it is prepared when consumers are ready for new business models?

    Today, many companies have happy customers and a sound business model, and they are confident that social media will have a nominal impact on their organization. If this sounds like your enterprise, beware! This was the mindset of companies like Borders and Kodak at the dawn of the Web era, but these organizations scrambled–and failed–to catch up to competitors that were quicker to understand, invest and evolve into new business models.

    tags: mobile social_business

  • Over the last year, I’ve been noticing a steady stream of new case studies and reports emerging from large companies that have implemented social media within their walls to improve workforce collaboration. This itself is not new of course: Social media has blossomed in the enterprise since its inception.

    tags: case_study social_intranet

  • As social media adoption continues to move from mainstream to pervasive ubiquity, enterprises will begin to benefit from these advancements in the consumerization of IT (CoIT).  Just 18 months ago, early adopters identified 18 Use Cases for Social CRM (SCRM).  These ground breaking use cases showed enterprises how to bring social into existing CRM processes.

    tags: case_study social_intranet

  • In this post I will introduce the SNEP model. This model explains the Social Network Emergence Process, e.g. the phases by which novel social media emerge in organisations. True to the spirit of my blog, this model is backed by an in-depth study and data analysis of an actual, typical case of social network emergence. The model results from a collaborative research effort between our group at the University of Sydney, colleagues at the Bundeswehr University Munich, Yammer Inc. and Capgemini.

    tags: model social_intranet

  • A good many companies now have Information functions in the Cloud, for a variety of reasons. There is the purposeful selection of cloud services for the usage and management of data, content, records and documents – in other words, Information – that supplements or replaces systems inside the firewall. There is also the proliferation of data and content – more Information – created in many cloud-based sites not under the control of companies. But companies want and need all of this Information — and also need energetic ways to govern all of this Information as it flows in and out of the spaces used by enterprises.

    tags: social_intranet

  • Enterprise intranets are usually created to act as the main conduits for internal collaboration, including content creation / acquisition. But, to-date, most are failing to engage their internal customers: the employees of corporations.  According to a 2009 report by Watson Wyatt, only 50% of employees accessed the intranet on a daily basis; 80% said their company’s system needed improvement; and 50% said searching on their intranet was too difficult. Instead of functioning as a framework to access self-service portals and the apps/tools needed to be more productive, intranets are often difficult to navigate, out-of-date, non-intuitive, and bulky.

    tags: engagement social_intranet

  • Google and Search are now infamously synonymous for successfully looking for almost anything out there on the worldwide web (regardless of recent speculation about Google Search losing some of its edge). Unfortunately, inside the firewall, it’s a different story. Many organizations have increasing explosions of content, intelligence sources, data, and internal collaboration sites: all of which contain information that the staff of these organizations need to do their jobs.

    It’s very clear that there is an “information overload” and also quite clear that people in enterprises aren’t connecting to the information that they need. This is despite the advent of intranets with search built in, desktop search, cross-enterprise search, knowledge management initiatives, content and document management platforms, and other technologies.

    tags: findability social_intranet

  • To answer some of these questions, here’s a short list of blog posts on the subject published in last one year. Hope this helps in answering some of the frequently asked questions regarding Social CRM. If not, please do leave a comment and will respond to it. Happy reading!

    tags: social_CRM

    • ding Social CRM. If not, please do leave a comment and will respond to it. Happy reading!

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


Autore: Alvaro Busetti

Consulente e formatore free lance, faculty member di Federmanager Academy. La mia vita professionale si è svolta nell’ambito dell’Information Technology con particolare riguardo agli aspetti progettuali e innovativi dal punto di vista organizzativo, applicativo e tecnologico. Ha svolto attività di conduzione progetti, coordinamento di unità produttive, attività di staff e supporto a livello Aziendale, di Gruppo e attività consulenziale per il top management del Cliente nel mercato dei Trasporti, Pubblica Amministrazione, Sanità, Industria, Servizi. Si è occupato di Intelligenza Artificale, digital workplace e Office Automation, soluzioni Intranet, Sistemi multimediali, di Unified Communication e di Social Collaboration.


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