Social Software in the Enterprise: Key Debates

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Presentation given by Tony Byrne of CMS Watch at Enterprise 2.0 San Francisco 2009.

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Social Software in the Enterprise: Key Debates

  1. 1. Social Software in the Enterprise: Key Debates K D b t Twitter: @TonyByrne | @cmswatch | #e2conf-23 Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 1
  2. 2. "The Real Story" •Impartial product evaluations for technology buyers rather than software buyers, vendors •Hard-hitting, critical analysis, debunking marketing h k ti hype i f in favor of th t th f the truth •Detailed insights and education based on real end-user experiences Product evaluations, subscriptions, and online courses at cmswatch.com Copyright © 2009 CMS Watch | www.cmswatch.com Selecting Social Software 2
  3. 3. Agenda 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? gg g 7. Blogging is passé – vive micro-blogging? 8 Are social rating / ranking systems helpful? 8. 9. Intranet have a community, or be a community? 10. Other? Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 3
  4. 4. Answer: “It Depends” Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 4
  5. 5. 1) Can social software consistently bring real ROI? YES • 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 NO d.com • Social Software systems bring ttp://geekandpoke.typepad real, ongoing expenses • Most ROI estimates rely on “Mythical M M th ” “M thi l Man Months” • But….is this a fair question? ht Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 5
  6. 6. 2) Are Community Managers responsible for Info Lifecycle Mgmt? YES NO • 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 social Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 6
  7. 7. Platforms ECM “Suites” Community Wikis Blogs Niche Public Source: http://cmswatch.com/Social/Vendors/ Copyright © 2009 CMS Watch | www.cmswatch.com Selecting Social Software 7
  8. 8. 4) Socialize existing applications or invest in Social Software? Socialize S i li • Let people communicate and collaborate where they already work and hang out • Don’t create new silos of information Social Software • SAP et. al. suck at social t l k t i l software • People need clear “spaces” to spaces get social • Serendipity factor Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 8
  9. 9. Will the Social Software marketplace “consolidate” Copyright © 2009 CMS Watch | www.cmswatch.com Rule & Tools – 6 April, 2009 9
  10. 10. 5) Blogging is passé – vive Micro-blogging! Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 10
  11. 11. Blogging is passé? YES • 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… NO • Blogging offers narratives….and narrative matters • Twitter can be just as gratuitous, masturbatory, 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. 12. 6) Are social ratings/ranking helpful? YES • All filtering is useful; Need to sort out what’s “best” • Evidence of real return on e-commerce e commerce and support sites • Options for passive / active inferencing – p putting metrics to work g • Voting brings democratic processes NO • Requires a critical mass for statistical meaning • Known to get abused within and beyond the firewall • Is best for the crowd also best for you? • Systems that promoted “most” items create a self fulfilling prophecy self-fulfilling Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 12
  13. 13. 7) Should your Intranet have a community or be a community? Have • Community/social software not feature-complete for web publishing • You need to be clear about what s formal what’s “formal” enterprise content and what isn’t Be • 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 difference Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 13
  14. 14. 8) Does Age Really Matter in Social Computing? Source: AIIM Enterprise 2.0 Market Intelligence, 2008 Key Issues • Adoption vs. Enthusiasm mcafee.org • Does consumer web rce: andrewm automatically cross over to enterprise? Sour Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 14
  15. 15. THANK YOU tbyrne@cmswatch.com www.cmswatch.com Twitter: @cmswatch Copyright © 2009 CMS Watch | www.cmswatch.com #e2conf-23 – Key Debates 15
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