1. Social Software
in the Enterprise:
K D b t
Twitter: @TonyByrne | @cmswatch | #e2conf-23
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 1
2. "The Real Story"
•Impartial product evaluations for
technology buyers rather than software
•Hard-hitting, critical analysis, debunking
k ti hype i f in favor of th t th
f the truth
•Detailed insights and education based on
real end-user experiences
subscriptions, and online
courses at cmswatch.com
Copyright © 2009 CMS Watch | www.cmswatch.com Selecting Social Software 2
1. Can social software consistently bring real ROI?
2. Are community managers responsible for ILM?
3. Tools: Platform vs. Suites vs. Best-of-Breed?
3 T l Pl tf S it B t f B d?
4. Will the social s/w marketplace consolidate?
5. Socialize existing tools or buy social software?
6. Are we overexaggerating risks?
7. Blogging is passé – vive micro-blogging?
8 Are social rating / ranking systems helpful?
9. Intranet have a community, or be a community?
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 3
5. 1) Can social software consistently bring real ROI?
• Collaboration and discussion save time… and
time is money
• Customer communities can reduce support
costs and improve customer retention and
• You can avoid expensive investments in
heavyweight, enterprisey tools like portals
• Social Software systems bring
real, ongoing expenses
• Most ROI estimates rely on
“Mythical M M th ”
“M thi l Man Months”
• But….is this a fair question?
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 5
6. 2) Are Community Managers responsible for Info Lifecycle Mgmt?
• Over time, deleting is as important than • Let the community vet
creating: usability, findability, liability,
ti bilit fi d bilit li bilit
accuracy • Community managers should
nourish; Records managers
• Someone has to do it and records and
it, can clean up
compliance managers don’t understand
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 6
7. Platforms ECM “Suites” Community
Wikis Blogs Niche Public
Copyright © 2009 CMS Watch | www.cmswatch.com Selecting Social Software 7
8. 4) Socialize existing applications or invest in Social Software?
S i li
• Let people communicate and
collaborate where they already
work and hang out
• Don’t create new silos of
• SAP et. al. suck at social
t l k t i l
• People need clear “spaces” to
• Serendipity factor
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9. Will the Social Software marketplace “consolidate”
Copyright © 2009 CMS Watch | www.cmswatch.com Rule & Tools – 6 April, 2009 9
11. Blogging is passé?
• Tweeting is more spontaneous, easier
• Character limits keep people “on point”
• You can f find intra-enterprise services
• Most blogging is gratuitous anyway
• Twitter is cool -- and cool is important…
• Blogging offers narratives….and
• Twitter can be just as gratuitous,
masturbatory & lame as the worst blogs
• Blog conversations are more organized,
feel more persistent
• RSS is an effective filter
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 11
12. 6) Are social ratings/ranking helpful?
• All filtering is useful; Need to sort out
• Evidence of real return on e-commerce
and support sites
• Options for passive / active inferencing –
putting metrics to work
• Voting brings democratic processes
• Requires a critical mass for statistical
• Known to get abused within and beyond
• Is best for the crowd also best for you?
• Systems that promoted “most” items
create a self fulfilling prophecy
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 12
13. 7) Should your Intranet have a community or be a community?
• Community/social software not
feature-complete for web
• You need to be clear about
what s formal
what’s “formal” enterprise content
and what isn’t
• All communication i social
i ti is i l
• Don’t create new silos; integrate
enterprise and social content and
trust the community to know the
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 13
14. 8) Does Age Really Matter in Social Computing?
Source: AIIM Enterprise 2.0 Market Intelligence, 2008
• Adoption vs. Enthusiasm
• Does consumer web
automatically cross over to
Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 14