Live Tweeting Highlights from #sbf12 Event, Milan, June 2012

Snap Bird - search twitters history 6/5/12 7:16 PM AUTHENTICATE WITH Search beyond Twitter’s history SEARCH Someone’s timeline WHO? elsua FOR #sbf12 Searching elsua’s tweets for #sbf12 elsua Thats a wrap! That was it for me for the last couple of days of live tweeting @ #sbf12 … Hope folks enjoyed it :) Going back to "normal" 4:45 PM Jun 5th from Janetter for Mac AnaDataGirl Advise on Cmnty Mngmnt by @johnstepper: if you care, contribute. Touché! #sbf12 2:56 PM Jun 5th from TweetDeck retweeted by elsua elsua @MikeGotta I think they will! Otherwise they risk being left out by that giant network of networks inside those communities #sbf12 3:18 PM Jun 5th from Tweetbot for iOS elsua @chris_p_walker @krcraft @AnaDataGirl Actually,it is not new! Online Facilitation (google it for more info) has been there since 80s #sbf12 3:15 PM Jun 5th from Tweetbot for iOS elsua @mijori23 @rawn @TheCR Ohhh, that is a good one! Would be nice if we make it happen over time, planning to do so or here onwards #sbf12 2:54 PM Jun 5th from Tweetbot for iOS elsua @ginotocchetti @bduperrin Absolutely! Yes, great thought on looking into flows and openness to make them happen… #sbf12 2:53 PM Jun 5th from Tweetbot for iOS MikeGotta #sbf12 important for community managers to have a "backstage" where they can share practices, onboard new peers, how to handle issues, etc 2:43 PM Jun 5th from TweetDeck retweeted by elsua elsua RT @MikeGotta: @elsua this is why I love field/ethnographic studies :) live the story / In another life that’d’ve been for me, too! #sbf12 2:41 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta It is! Pretty much like they’d get to define their job role fitting / matching the businesses needs & those of the comm. #sbf12 2:37 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta I think you hit the nail on the head, Mike, about how dependent communities are from corporate culture to exist #sbf12http://snapbird.org/ Page 1 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM 2:36 PM Jun 5th from Tweetbot for iOS elsua @dahowlett Yeah, the other day at Malpensa, tried to have a coke from one of those vendor machines & didn’t fall off; never again! #sbf12 2:35 PM Jun 5th from Tweetbot for iOS elsua @ginotocchetti @bduperrin That is very true, but the challenge comes along when folks immersed into measuring influence ;) #sbf12 2:34 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta And I can give you numerous examples where that model has failed badly, unfortunately, because of lack of change #sbf12 2:32 PM Jun 5th from Tweetbot for iOS MikeGotta @elsua so, from a network perspective, community managers spend the day "closing triangles" :) connecting someone to someone else #sbf12 2:24 PM Jun 5th from TweetDeck retweeted by elsua elsua @MikeGotta Absolutely! Acting as hubs of hubs of connectors helping find the right contacts & knowledge out there, share it openly #sbf12 2:26 PM Jun 5th from Tweetbot for iOS elsua @jspath55 @dahowlett True, too true! Will they ever though? Will we want them to eventually? #sbf12 2:26 PM Jun 5th from Tweetbot for iOS elsua @ginotocchetti @bduperrin Influencing is a key term to help members become better at what they do! ;) #sbf12 2:25 PM Jun 5th from Tweetbot for iOS albezln Passion+leadership+relevancy=that is how to build a community #sbf12 2:15 PM Jun 5th from HootSuite retweeted by elsua elsua @dahowlett Probably, Dennis, but would you leave critical, informed biz decisions down to them? If so, what happens if it’s wrong? #sbf12 2:20 PM Jun 5th from Tweetbot for iOS elsua @Raffiro It is presenting a good, fun challenge! Keep those questions coming along! ;) #sbf12 2:19 PM Jun 5th from Tweetbot for iOS elsua @johnstepper Making a great quality trait from community leaders / facilitators: generosity!! AMEN to that one!! #sbf12 2:19 PM Jun 5th from Tweetbot for iOS elsua @moehlert @MeganMurray Yeah, that!! With all of the traveling you do, you should have been here, Mark! #sbf12 2:18 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta @tdebaillon Yes! Which is probably when managers stop managing & instead facilitate work getting done #sbf12 2:14 PM Jun 5th from Tweetbot for iOS elsua @peterreiser @johnstepper @MeganMurray @bduperrin Yes, just like the one from Knowledge Manager .cc @maverickwoman #sbf12 2:13 PM Jun 5th from Tweetbot for iOShttp://snapbird.org/ Page 2 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @tdebaillon @MikeGotta mainly, because of that power struggle , happening again #sbf12 2:13 PM Jun 5th from Tweetbot for iOS elsua RT @rawn: @MeganMurray mentioning @TheCR and the #cmtybc here at #sbf12 // Yay!! :) 2:08 PM Jun 5th from Tweetbot for iOS rawn @MeganMurray: 1 Plan a rhythm of participation; 2 demonstrate listening & response to members; 3 Asses and share what you learned #sbf12 1:56 PM Jun 5th from HootSuite retweeted by elsua elsua @MikeGotta @rawn the problem is that there aren’t enough of those good leaders, extending the ties, need a bit of more opening up! #sbf12 2:05 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta @tdebaillon It is definitely not all, by far, but a large chunk of it ;) #sbf12 2:03 PM Jun 5th from Tweetbot for iOS elsua @peterreiser @MeganMurray Yes, sir! You are ON!! :) #sbf12 2:03 PM Jun 5th from Tweetbot for iOS elsua @moehlert @MeganMurray it is! It’s what we have been doing for decades!! #sbf12 2:00 PM Jun 5th from Tweetbot for iOS elsua Best practices don’t work! @MeganMurray dixit Amen, sis!Build meaningful relationships:listen,practice empathy,be open,fallible,HUMAN #sbf12 1:58 PM Jun 5th from Tweetbot for iOS elsua Plan a rhythm of participation which includes multiple voices, demonstrate active listening & response, assess & share what u learn! #sbf12 1:56 PM Jun 5th from Tweetbot for iOS rawn @MikeGotta limitations of hierarchy tends to be in one- way flow of direction, hence compartmentalization #sbf12 @elsua 1:55 PM Jun 5th from HootSuite retweeted by elsua elsua @peterreiser Hey, Peter, just heard you have been doing some phenomenal piece of work on social analytics; I’d love to know more :) #sbf12 1:54 PM Jun 5th from Tweetbot for iOS elsua Loving @MeganMurray’s thought linking communities to embedded / social learning; back again to learning is work, work is learning #sbf12 1:52 PM Jun 5th from Tweetbot for iOS elsua @tdebaillon @MikeGotta Like your wording of twisted in this context, but it keeps coming up when defining that kind of work #sbf12 1:51 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta Traditionally hierarchies are governed by power structures, not necessarily bad, but power corrupts inevitably #sbf12 1:51 PM Jun 5th from Tweetbot for iOShttp://snapbird.org/ Page 3 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @Historian @rawn Exactly! It is about helping them reach their true potential becoming better at what do already! Amplifying! #sbf12 1:48 PM Jun 5th from Tweetbot for iOS elsua @MikeGotta But a hierarchy still govern with perhaps inaccurate motives: power, politics, control, etc. etc. #sbf12 1:47 PM Jun 5th from Tweetbot for iOS elsua RT @thomaspichon: About 60% of employees are disengaged says @meganmurray #sbf12 / Wonder how many Orgs. are themselves… #sbf12 1:46 PM Jun 5th from Tweetbot for iOS elsua Primary cause of online communities getting together: connectedness! Amen to that! Work will happen as a result of it! #sbf12 1:45 PM Jun 5th from Tweetbot for iOS elsua @krcraft Awww, thanks much, Kelly! Greatly appreciated, glad you are finding it helpful! :-) #sbf12 1:44 PM Jun 5th from Tweetbot for iOS elsua @ginevrafidora The pleasure was all mine, Ginevra! Look forward to interact more and see what happens ;) #sbf12 1:43 PM Jun 5th from Tweetbot for iOS elsua @dahowlett Not much, and guess we need a bit of a breather from what “machines” have done for decades! #sbf12 1:42 PM Jun 5th from Tweetbot for iOS elsua Something showing up on @MeganMurray’s pitcher need more when facilitating communities: emotion, sentiment; passion, really ;-) #sbf12 1:41 PM Jun 5th from Tweetbot for iOS elsua Programmatic engagement: communicate, support, capture, respond to feedback; build relationships, discover opportunities #sbf12 1:40 PM Jun 5th from Tweetbot for iOS elsua On stage now the super smart @MeganMurray sharing her experiencing on the art of stewarding online communities! Loving it! #sbf12 1:39 PM Jun 5th from Tweetbot for iOS elsua @ekolsky Awww, thanks a bunch, man! Likewise! Very refreshing and much appreciated! But you still need to breathe ;) #sbf12 1:38 PM Jun 5th from Tweetbot for iOS elsua @oliviepaul @bduperrin Hibernate is a great concept as well and love the interaction to get them going: act! #sbf12 1:37 PM Jun 5th from Tweetbot for iOS elsua @Historian @rawn It doesn’t & that is part of the issues! How they keep ignoring their biggest competitive advantage in their comms #sbf12 1:36 PM Jun 5th from Tweetbot for iOS elsua @hermanclicq Ohhh, excellent! Will check it out after I am done with #sbf12 Great to know other alternatives! 1:35 PM Jun 5th from Tweetbot for iOShttp://snapbird.org/ Page 4 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @TIM_Official That is just fantastic! Right there, you packed the true traits of getting work done around networks and communities #sbf12 12:54 PM Jun 5th from Tweetbot for iOS elsua @Ale_Donadio That is a great point! Eventually, we have our very own customers & need to figure out how we r going to delight them #sbf12 12:53 PM Jun 5th from Tweetbot for iOS elsua @stemax73 Thanks very much! Glad you could join us and much appreciated the interactions from the audience! Really inspiring! #sbf12 12:49 PM Jun 5th from Tweetbot for iOS elsua @barthox @bduperrin ROFL!! Not old enough, I am afraid, although some times my body reminds me otherwise! ;-P #sbf12 12:43 PM Jun 5th from Tweetbot for iOS enterprise20 #sbf12 - First interview in our series with Social Business Enthusiasts at SBF12: Emanuele Quintarelli, OpenKnowledge: http://t.co/sMHWkhpp 11:24 AM Jun 5th from Tweet Button retweeted by elsua elsua @Ale_Donadio It is, but remember what I said, we need to keep educating our bosses on making that transition, too & earn their trust #sbf12 12:39 PM Jun 5th from Tweetbot for iOS elsua @Todi73 @iugi77 Sure thing! Here is the tag for online community facilitators > #cmgr lots of great stuff shared across over there! #sbf12 12:37 PM Jun 5th from Tweetbot for iOS elsua @TheCR @rawn That is very right & accurate, and guess at some point the conversation needs to flourish around it; needed to evolve #sbf12 12:36 PM Jun 5th from Tweetbot for iOS elsua @Raffiro Awww, thanks a lot for that! Much appreciated the interactions from the audience as well! You folks were fantastic!! #sbf12 12:35 PM Jun 5th from Tweetbot for iOS elsua @maverickwoman Absolutely! We have never managed knowledge in the past, not going to start now!How can u manage what you don’t know? #sbf12 12:31 PM Jun 5th from Tweetbot for iOS elsua @Ale_Donadio True, but at to what point does your management line manage the work you do on a daily basis; bet not much anymore ;) #sbf12 12:30 PM Jun 5th from Tweetbot for iOS elsua Thanks much everyone for superb interactive session today on online communities & communitybuilding! Slideware will be shared soon! #sbf12 12:29 PM Jun 5th from Tweetbot for iOS elsua RT @MikeGotta: @elsua all communities are networks but not all networks are communities #sbf12 / Exactly! Great point often overlooked!! 10:08 AM Jun 5th from Tweetbot for iOS elsua Whoahhhh! What Ana amazing vibe from the morning keynotes!! Too bad me wifi was not holding up! Must bloghttp://snapbird.org/ Page 5 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM highlights for them! Lunch! #sbf12 10:07 AM Jun 5th from Tweetbot for iOS elsua RT @MikeGotta: Learning how to cultivate and mobilize networks cuts across many of these points #sbf12 / +1! Networks may not be comms… 10:05 AM Jun 5th from Tweetbot for iOS elsua Loving how @ekolsky mentioned the future of work is coming through communities! Where collaboration happens! Perfect segway ;) #sbf12 10:04 AM Jun 5th from Tweetbot for iOS elsua @AnaDataGirl hehe buenos dias, nos vemos en el lunch, verdad? :) #sbf12 10:03 AM Jun 5th from Tweetbot for iOS elsua Focusing on three things: segmentation, metrics, AND technology is not a solution, it aids the solution! Amen!! It’s an enabler! #sbf12 10:03 AM Jun 5th from Tweetbot for iOS elsua Decisions you need to make: identify the right people, into the right place, all related to engagement :) getting the right value #sbf12 10:01 AM Jun 5th from Tweetbot for iOS elsua @prem_k @ekolsky Well, I am sure we can lobby him and @absolutesubzero about it ;-)) hehe #sbf12 10:00 AM Jun 5th from Tweetbot for iOS elsua Firewall inhibits engagement and collaboration … little gem on a packed slide, but what a great point! :) #sbf12 9:59 AM Jun 5th from Tweetbot for iOS elsua @AnaDataGirl Amen to that, lady! I have been saying that already for a long while! Glad the world is catching up! ;-) hehe #sbf12 9:58 AM Jun 5th from Tweetbot for iOS elsua @prem_k @ekolsky I know! He is rocking the stage! For real!! #sbf12 worst part? The wifi is not holding up to share his thoughts across! :( 9:58 AM Jun 5th from Tweetbot for iOS elsua Collaboration is the final destination! Indeed, it is! It is the game changer! #sbf12 9:54 AM Jun 5th from Tweetbot for iOS elsua @ekolsky now talking about the Collaborative Enterprise! It is not the final answer either! Collaboration is not a journey, but… #sbf12 9:52 AM Jun 5th from Tweetbot for iOS elsua Engagement is a whole myth on its own! Does not exist! All about cross-channel, better integration & optimization! Strong words! #sbf12 9:50 AM Jun 5th from Tweetbot for iOS elsua In the customer world, there is no customer loyalty, they only want coupons and buy stuff cheap! WOW!! Can relate ;) #sbf12 9:48 AM Jun 5th from Tweetbot for iOS elsua @b1an @ekolsky It surely was! We had a great time andhttp://snapbird.org/ Page 6 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM it showed when I showed back online this morning! Ouchie! #sbf12 9:48 AM Jun 5th from Tweetbot for iOS elsua Connected enterprise is all about engagement and trust, but it needs to be put together, across channels, not just social! :) #sbf12 9:47 AM Jun 5th from Tweetbot for iOS stemax73 A definition of social enterprise by @ekolsky #sbf12 http://t.co/qcqkUGnp 9:45 AM Jun 5th from Twitter for iPad retweeted by elsua MeganMurray "educate your bosses, join with others" Become part of the solution instead of bowing to the problem. #sbf12 9:39 AM Jun 5th from Janetter for Mac retweeted by elsua elsua 90% of customer interactions are happening offline, only 10% would go social… in 10 or 20 years still the same! :) hehe #sbf12 9:45 AM Jun 5th from Tweetbot for iOS elsua On stage now, another huge rush coming along, @epolsky on stage! On defining a social enterprise :) #sbf12 9:43 AM Jun 5th from Tweetbot for iOS elsua What a rush w/ @stevedenning!! That’s what I was talking about yesterday & folks thought I am pessimistic! Ha! Quite the opposite! :) #sbf12 9:42 AM Jun 5th from Tweetbot for iOS MeganMurray Theres been a good deal of speaking truth to power going on here in Milan. A story I love. Weve got work to do. #sbf12 9:35 AM Jun 5th from Janetter for Mac retweeted by elsua bduperrin Before starting day #2 at #sbf12, yesterdays presentation by @rawn http://t.co/ZtsjsGx3 and @sYsIphe http://t.co/IJsCnXkB 8:15 AM Jun 5th from Seesmic Desktop retweeted by elsua elsua RT @mgaewsj: @stevedenning mentioning #kanban and #Scrum at #sbf12 #agile ! @ourfounder would be very proud, indeed! W00t!! 9:40 AM Jun 5th from Tweetbot for iOS elsua None of this is all new, what is new is doing all of this at once! Social interaction alone is not going to make it happen, new chng #sbf12 9:37 AM Jun 5th from Tweetbot for iOS elsua Shift from command and control to conversations, commands kill inspiration, innovation, so does money! Peer to peer conversations! #sbf12 9:35 AM Jun 5th from Tweetbot for iOS elsua Shift from value to values, human values: radical transparency, to help build trust! One of the biggest challenges, IMO, for #socbiz #sbf12 9:35 AM Jun 5th from Tweetbot for iOS elsua Dynamic linking, building teams on the fly to get the job done, become more agile, nimble, where flow rules ;) #sbf12 9:33 AM Jun 5th from Tweetbot for iOShttp://snapbird.org/ Page 7 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua RT @MeganMurray: When in doubt, Drucker. #sbf12 :) / Oh gosh! We keep seeing his wisdom all over the place! We now need to make him proud ;) 9:32 AM Jun 5th from Tweetbot for iOS elsua Radical management is all about delighting the customer! Make them successful on what they already do best! #sbf12 9:31 AM Jun 5th from Tweetbot for iOS elsua The only valid purpose of a firm is to create a customer … once again Peter Drucker dixit :) #sbf12 9:30 AM Jun 5th from Tweetbot for iOS elsua @jhagel getting a mention on both the Shift Index and The Power of Pull, both of them essential readings to understand the changes #sbf12 9:29 AM Jun 5th from Tweetbot for iOS elsua Traditional management of biz just doesn’t scale over time! Companies not surviving beyond 15 year range :( #sbf12 9:28 AM Jun 5th from Tweetbot for iOS elsua @mjayliebs Yes, suppose it is all in finding & striking a balance of combining both of best worlds #sbf12 9:27 AM Jun 5th from Tweetbot for iOS elsua Ecosystem: purpose of the firm is to make money, managers act as controllers of individuals, main value is efficiency, directives #sbf12 9:26 AM Jun 5th from Tweetbot for iOS elsua This is all about an ecosystem, where you can replace the playing parties, but the challenge is on changing the ecosystem itself #sbf12 9:24 AM Jun 5th from Tweetbot for iOS elsua 20th century biz were driven by power & authority, should 21st century biz become social? … probably ;-) hehe avoid frustrating custs #sbf12 9:22 AM Jun 5th from Tweetbot for iOS elsua 3 basic forms of human interaction: social, money and authority, in all countries, all cultures, social is allergic to the other two! #sbf12 9:21 AM Jun 5th from Tweetbot for iOS elsua Money kills social, so does power, overstructuring, authority #sbf12 9:20 AM Jun 5th from Tweetbot for iOS elsua Firms that frustrate us won’t survive us! Oh dear, so why do we still have them? Social is fragile, just like we are ;-) #sbf12 9:19 AM Jun 5th from Tweetbot for iOS elsua Joining the social grid & streams for Day Two of #sbf12, finally hooked up into the wifi & joining @stevedenning on Radical Management 9:18 AM Jun 5th from Tweetbot for iOS elsua Ok, thats it! Speeches for tomorrows breakout session on #cmgr are now done & rehearsed!! Off to get a good night sleep now :) #sbf12 10:56 PM Jun 4th from Janetter for Machttp://snapbird.org/ Page 8 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @philippeback @barthox @Axyome W/ the slight difference the amorphous crowd is getting fired in massive numbers & w/o coming back #sbf12 5:25 PM Jun 4th from Janetter for Mac elsua @philippeback @barthox @Axyome Indeed,which reminds me I need to go offline now again to keep digging that well of knowledge & food @ #sbf12 5:22 PM Jun 4th from Janetter for Mac elsua @philippeback @barthox @Axyome Except that, again, its not happening as often as it used to, meaning job vacancies being available #sbf12 5:20 PM Jun 4th from Janetter for Mac elsua @philippeback @barthox @Axyome Except that those "secure" jobs are no longer as secure or as many as what they used to be #sbf12 5:18 PM Jun 4th from Janetter for Mac elsua Time to freshen up a bit now, & get ready for tonights dinner w/ event speakers & Open Knowledge folks :) #sbf12 5:09 PM Jun 4th from Janetter for Mac elsua @bduperrin So perhaps we should deal with earning the owners trust to share it across vs. fighting them along, eh? ;-) #sbf12 5:07 PM Jun 4th from Janetter for Mac elsua Ohhh, and apologies to everyone out there for the excessive twitterrhea today! Hope it was helpful! :) #sbf12 #twitterOFF 3:44 PM Jun 4th from Tweetbot for iOS elsua And that concludes an excellent thought provoking Day One at #sbf12 Time now for some offline networking! And a beer or two! Much needed! 3:43 PM Jun 4th from Tweetbot for iOS elsua Why do we keep looking at local culture as a roadblock, when by embracing it & celebrating will make us all MUCH richer? #sbf12 3:42 PM Jun 4th from Tweetbot for iOS elsua Managing knowledge is managing people @bduperrin dixit … Hummm not sure I’d agree! Can’t manage what you don’t know, can you? ;) #sbf12 3:40 PM Jun 4th from Tweetbot for iOS elsua @ekolsky hahaha I wasn’t referring to ya, my friend! Was just thinking about the audience! It hasn’t been like that before! #sbf12 3:36 PM Jun 4th from Tweetbot for iOS elsua I wonder where flexibility, understanding & caring for the other person’s culture will be key to #socbiz & biz in general … #sbf12 3:32 PM Jun 4th from Tweetbot for iOS elsua @jimworth Whoahhhh! Thanks for counting! Phew! Thank goodness I was gone for most the morning! Haha #sbf12 3:29 PM Jun 4th from Tweetbot for iOS elsua RT @jimworth: We r starting to gather tweets, pics, posts from #sbf12: http://t.co/8uL6Zur4 Its a wiki, make it better /Yay!! Thanks, Jim!http://snapbird.org/ Page 9 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM 3:28 PM Jun 4th from Tweetbot for iOS elsua @eric_andersen @GautamGhosh Right! Think that is more down to number of tweets per hour, to avoid spam #sbf12 3:27 PM Jun 4th from Tweetbot for iOS elsua @eric_andersen @GautamGhosh Yes, indeed! But there is no way I have done 1,000 tweets over here today with most of the day offline! #sbf12 3:25 PM Jun 4th from Tweetbot for iOS elsua @MartijnLinssen Gave it a short break and it is back again! #sbf12 wonder for how long! ;) 3:25 PM Jun 4th from Tweetbot for iOS elsua @eric_andersen @GautamGhosh Yes, there is! You need to give it a few minutes & it’s back in business! :) #sbf12 3:25 PM Jun 4th from Tweetbot for iOS elsua @Greg2dot0 @twitter ROFL!! You wish! Except that I don’t have your favourite email client with me over here :-P #sbf12 3:24 PM Jun 4th from Tweetbot for iOS elsua @GautamGhosh Apparently there is! Still today mid- 2012 hasn’t got it sorted out such silliness! What a downer! :( #sbf12 3:23 PM Jun 4th from Tweetbot for iOS elsua @bjoern_n giving a shout to @ShakespDaughter on how connect.BASF adjusted to multiple cultures,needs & wants for success .cc @twiliew #sbf12 3:22 PM Jun 4th from Tweetbot for iOS elsua Ahhh, gotta love it! @twitter just told me I exceeded my daily limit of tweets! F*ck that! Seriously! How silly is that? :-// #sbf12 3:20 PM Jun 4th from Tweetbot for iOS elsua RT @techguerilla: @SThielke @elsua I touch on it here http://t.co/R81HupuG #socbiz #sbf12 / Off to Pocket to read late! Thanks!! 3:19 PM Jun 4th from Tweetbot for iOS elsua @techguerilla Definitely, but still allowing for those cultures to flourish on their richness, integration & flexibility key #sbf12 3:18 PM Jun 4th from Tweetbot for iOS elsua @techguerilla Amen, like for almost every other country elsewhere! It’s interesting how often it is overlooked! Yet critical #sbf12 3:16 PM Jun 4th from Tweetbot for iOS elsua Loving how @bjoern_n brought empathy when talking about multiple corporate cultures to help #socbiz sink in… indeed! Stop competing! #sbf12 3:03 PM Jun 4th from Tweetbot for iOS elsua @SThielke @techguerilla Depends on what country you would be making that statement, Sebastian ;-) #sbf12 3:02 PM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 10 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @techguerilla I know! So why do we keep pushing for it forwards, regardless where you may well be? #sbf12 3:00 PM Jun 4th from Tweetbot for iOS elsua @PierGLive Indeed! And we keep thinking most of this knowledge work is new, eh? may be, not really ;-) #sbf12 2:59 PM Jun 4th from Tweetbot for iOS elsua And yet we see how most of the #socbiz coming from US encourages a unified culture world wide, & it won’t work eventually #sbf12 2:58 PM Jun 4th from Tweetbot for iOS elsua @bjoern_n @bduperrin @tdebaillon on a panel now on corporate local cultures and #socbiz starting w/ Q on how socbiz forces 1 culture #sbf12 2:57 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Not to worry, thought everyone would benefit from the exchange and glad we did! Keep having fun! :) #sbf12 2:54 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Book chapters,someone said to me not long ago!That’s fine! It’s the good stuff that matters going out #sbf12 2:53 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel No worries’ Thomas! Thanks much for the great exchange! It’d help me get back into #sbf12 & live tweet more! 2:51 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Long is good! Says one who gave up on mini-blogging LOL #sbf12 2:51 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel You can say that twice! But also what an opportunity to get it right this time around, eh? ;) #sbf12 2:50 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel But that one would need further digging through a blog post! Not enough w/ 140 characters ;) #SBF12 2:48 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Indeed! Which is why I have a few issues with the urban approach of cities vs. villages! #sbf12 2:48 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Yes! To a point! But then again very same key messages altogether! ;) #sbf12 2:47 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Small is relatively easier to manage, although different beasts, but they could lead the charge! #sbf12 2:46 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Saw it this morning on a couple of keynotes and scary how close it’s coming to #km Even same mottos! #sbf12 2:45 PM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 11 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @infocloud @tdebaillon @jhagel Which proves we may not be inventing anything new, but re-inventing the wheel once again! #sbf12 2:44 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel but is that because biz just wants to keep trying as everyone else is, w/o getting much out of it? #sbf12 2:43 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel 4 years later and still as relevant as ever! How many of those biz have stocked around Social & going #sbf12 2:42 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel But you have got to admire their willingness to try harder & see where it would take them eventually #sbf12 2:38 PM Jun 4th from Tweetbot for iOS elsua Missing the p0rn links on the #sbf12 tweet stream… where is the love? :-P #sbf12 2:37 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Yes! You know, that concept of the Beyond One Year club is just so spot on! Honeymoon is over, then? #sbf12 2:34 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Yes,but Apple’s obsession w/ customer experience is sickening & delightful!Why they don’t need social #sbf12 2:34 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Something that you learn by doing, going down? You stand up and try again, and again, and again! #sbf12 2:31 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Back to that quarter by quarter mentality vs. long term thinking. Look at Toyota & how they came back #sbf12 2:31 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Surely agree with you on the case for being adaptive! Which in both cases mentioned it didn’t happen #sbf12 I 2:29 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel They didn’t work really hard to revert the tide, or? #sbf12 2:28 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel According to the biz world, they will be the winners, because those are the ones folks would remember #sbf12 2:27 PM Jun 4th from Tweetbot for iOS elsua RT @bduperrin: People never act rationnaly always, so why an organization made of people would ? @rawn #sbf12 / Robots r us ;) #sbf12 2:26 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Still, if we r off to changing biz as we know it, competition is part of the ecosystem; makes u better #sbf12http://snapbird.org/ Page 12 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM 2:25 PM Jun 4th from Tweetbot for iOS elsua @ITSinsider @tdebaillon @infocloud @jhagel Hey, I just can’t wait to see you again at #e2conf !! It’s been too long!! #sbf12 Missed ya! 2:24 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Hoping they will help shake the round for the remaining ones to come around, before they would win ;) #sbf12 2:23 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel That is just fine, Thomas! Got another 30 years to retire! I can wait from it or move along with it! #sbf12 2:21 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel Indeed, and why we would need to up the game & move forward from the fluffy bunny FB ;) #sbf12 2:21 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel But no matter how hard the competition, you r still the ones who knows the most about your stuff #km #sbf12 2:20 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel Just like we did w/ email, then the Web, we need those standards! We didn’t for IM & see where we are #sbf12 2:19 PM Jun 4th from Tweetbot for iOS elsua RT @Gilberto_Dallan: That’s email tennis #sbf12 http://t.co/Sn9vS4bO / @Demeto’s back at it again!! #noemail #lawwe #sbf12 2:18 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Never mind the issues related to privacy which would get them in big trouble over here in Europe #sbf12 2:16 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Those who just blogged for buzz, hype & fake fame; they moved on, the valued blogging remained intact #sbf12 2:16 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Which speaks of the non-existent openness, transparency in the #socbiz world; too ironic, eh? #sbf12 2:15 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Can’t wait for that! Same thing that happened w/ blogging & now look where it is ;-)) #sbf12 2:13 PM Jun 4th from Tweetbot for iOS elsua RT @Gilberto_Dallan: What excite CEO #sbf12 http://t.co/rEZu0IcL / Very eye opening seeing today’s convos ;-)) #sbf12 2:12 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel 1) Those who strive for that social biz transformation, 2) those who are there for your money! #sbf12 2:10 PM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 13 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @infocloud @tdebaillon @jhagel And I just can’t wait for that one to die a slow and painful death into oblivion ;-) #sbf12 2:09 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Exactly! Just like we got two eyes, we have got two ears, too! See and listening walking hand in hand #sbf12 2:08 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel But the beauty of where the challenge is, for sure! No-one said it was going to be easy, right? #sbf12 2:05 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel Because it is easier to grasp RED & GREEN, right? Little critical thinking in there! :-(( #sbf12 2:03 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Yes, we keep obsessing w/ measuring that influence as a way to set up incentives to divide #sbf12 2:02 PM Jun 4th from Tweetbot for iOS elsua @ClaudeSuper ROFL!! I actually bumped into a short article on the topic & got it on my blog drafts … coming up! :) hehe #sbf12 2:01 PM Jun 4th from Tweetbot for iOS elsua @raibaz probably, the problem is when you are the one wearing it to be on their side ;-P #sbf12 there is another way. Change is hard, I know 2:00 PM Jun 4th from Tweetbot for iOS elsua @bduperrin I am actually thinking about doing that & bring a pair of scissors with me to help out w/ that! Haha #sbf12 1:59 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel Yes, I think we all know where we need to start, yet, we don’t do it; it shows! Requires more effort! #sbf12 1:59 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel But you & know measuring influence is the hardest thing ever, if not possible at all, so why bother? #sbf12 1:58 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel They probably don’t care either! They have got what they wanted: overhyped buzz. Time to move on #sbf12 1:57 PM Jun 4th from Tweetbot for iOS elsua One signal we’re just becoming a bit too comfortable on #socbiz … too many suits & ties compared to 3 to 5 years ago :-P #sbf12 1:56 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Oh my!! That has been my most repeated phrase this morning! Too important & perhaps too late already #sbf12 1:54 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Deleted mine since Ihttp://snapbird.org/ Page 14 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM didn’t want to compete w/ those I trust, know & work w/;don’t need to justify it #sbf12 1:53 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel that is part of the problem, but worst part is that it’s allowed by the biz AND incentivised! #sbf12 1:52 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Gosh! Indeed! Isn’t it funny how the biz world turns around & around all over! Old is new, new is old #sbf12 1:51 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Because we keep focusing on the social technology, vs. it’s purpose, focus & goal, around you #sbf12 1:50 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Exactly! It introduces competition amongst each other! Perfect way for biz to divide & conquer!! #sbf12 1:49 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel We know that! But Orgs. do not necessarily feel same way, opposite rather; that’s why I deleted mine #sbf12 1:48 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Right, but eventually, would permeate through the complexity of the org. if HR would allow it #sbf12 1:47 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel ROF!! It is not a hoax, but we are making it look like, time & time again! ;-P #sbf12 1:46 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Exactly! And yet we keep seeing Orgs. asking their employees to build “their knout influence” or else #sbf12 1:45 PM Jun 4th from Tweetbot for iOS elsua RT @infocloud: @elsua @tdebaillon @jhagel The problem with analytics is using them for good and understanding them / Instead of bad #sbf12 1:44 PM Jun 4th from Tweetbot for iOS elsua @nate__kelly @rwang0 @GautamGhosh But that may well be because you are following he wrong network(s) altogether ;) hehe #sbf12 1:44 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel And I bet that is just the beginning, seeing the huge amount of job roles & responsibilities out there #sbf12 1:43 PM Jun 4th from Tweetbot for iOS elsua @philippeback @barthox @Axyome And why we need to nurture against that risk avert mentality, it’s all a learning experience :) #sbf12 1:42 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Yes, but I suspect when they have them they won’t be sharing the outcomes for better decision making #sbf12 1:41 PM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 15 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua RT @rwang0: Answer: http://t.co/FQQlIhHe RT @GautamGhosh: @elsua what’ll happen when Activity Streams overload happen in the future? #SBF12 1:39 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel Indeed, although we would need to figure out what we are going to do w/ the “enemies” ;-) hehe #sbf12 1:39 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel Yes, but those Analytics and Management tools should be available to everyone, not just a few #sbf12 1:38 PM Jun 4th from Tweetbot for iOS elsua @KMHobbie I will! Think it won’t be pretty, but feel it may be needed ;-) Stay tuned! #sbf12 1:37 PM Jun 4th from Tweetbot for iOS elsua @ceciledemailly @absolutesubzero @cecildijoux @bduperrin Hiya! We missed ya and we surely will, not to worry! :) hehe #sbf12 1:36 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel do we make a distinction though between efficiency and effectiveness? Starting to think we should #sbf12 1:36 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel But it’s all part of the mindset eventually & how *you / we* would want to change things #rebelsatwork #sbf12 1:07 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud @jhagel But management will have an issue with “managing” it, versus leading it by example #sbf12 1:02 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon Because we kept abusing it left & right to kill our very own productivity w/ political & bullying games! #sbf12 1:02 PM Jun 4th from Tweetbot for iOS elsua @GautamGhosh Well, that you haven’t done a good job in managing your social flow! You now have the control = unfollow ;) #sbf12 1:01 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @Socialcast and I bet we will keep adding pressure to it for it to become mainstream! .cc @rrogershere #sbf12 12:58 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon @jhagel & put a stop to it eventually, because after all info *is* power, specially, the more at the top! #sbf12 12:57 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon Exactly! And we had it there all along! *cough* email *cough* LOL #sbf12 12:56 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud I think we may have been experiencing the latter one already … ;-) #sbf12 12:56 PM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 16 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua Activity Streams fuel conversations & interactions, adds context to work, makes digital work visible #owork #sbf12 #transparency #openness 12:55 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon and that is a good thing, IMO; diversifying is essential to address vast majority of needs #sbf12 12:54 PM Jun 4th from Tweetbot for iOS elsua #sbf12 Recognition, openness, dialogue, participation & transparency is key to #socbiz @oscarberg dixit … Amen, brother!! #sbf12 12:53 PM Jun 4th from Tweetbot for iOS elsua @philippeback @Axyome @barthox Great question! Perhaps they feel they can get their problems addressed & fixed eventually #sbf12 12:52 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon the well known obsession of Not Invented Here and that other one of “owning” stuff! Arrrggghhh #sbf12 12:51 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud Probably is up & above is not comfortable with giving out that autonomy that easily, sadly .cc @jhagel #sbf12 12:50 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon yes! Because to Biz it is not sitting higher up on the priority list & it shows: no $$$, no resources #sbf12 12:49 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon And back to over complicating things, matching @oscarberg’s thoughts: complexity helps productivity drop #sbf12 12:48 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon Because they just don’t conform to match our needs for basic UIs to get the job done, remove the hurdles #sbf12 12:47 PM Jun 4th from Tweetbot for iOS elsua @prem_k @f_redant Echo chambers are good! They help you understand you have become far too comfortable & need to shake it off! #sbf12 12:46 PM Jun 4th from Tweetbot for iOS elsua Whoops just noticed I got far too distracted on the tweet stream & we are off to @oscarberg’s session on knowledge work is broken #sbf12 12:46 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud Eventually redefining ur day to day work and using social technologies as enabler of the change, not the goal #sbf12 12:44 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon Oh, yeah, and here are the Orgs. trumping those efforts w/ silly, 20th century security “guidelines” #sbf12http://snapbird.org/ Page 17 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM 12:43 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @infocloud More than a backslash is just about having another opportunity of getting it right & move into #smartwork #sbf12 12:42 PM Jun 4th from Tweetbot for iOS elsua @prem_k @TelcoMatrix & why we need to move on from that tech drivel that is distracting us into the learning bit, embedded into work #sbf12 12:40 PM Jun 4th from Tweetbot for iOS elsua @prem_k @f_redant I wouldn’t think it’s a problem, it’s the journey in itself that matters, and why we are all in here, to define it #sbf12 12:39 PM Jun 4th from Tweetbot for iOS elsua @infocloud @tdebaillon Absoutely! Which is funny how things turn around though, because we look at everything, but simplicity #sbf12 12:39 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @vanderwal And more than complication, I would think friction as well, which eventually turns into cost reduction :-( #sbf12 12:33 PM Jun 4th from Tweetbot for iOS elsua @prem_k @TelcoMatrix Tech is an enabler, even social tech, so social learning would be more about work = learning, learning is work #sbf12 12:33 PM Jun 4th from Tweetbot for iOS elsua @TelcoMatrix @prem_k But they still fail to deliver, like I have expericed recently for both of them! As examples… #sbf12 12:32 PM Jun 4th from Tweetbot for iOS elsua @prem_k @f_redant It is, but if u notice, it works well when having both as part of the ecosystem, as an integral part of who we are #sbf12 12:31 PM Jun 4th from Tweetbot for iOS elsua @vanderwal @tdebaillon ROFL!! That will teach you for the next time, matey! :-P lots of great commentary to fit in the #sbf12 stream :) 12:30 PM Jun 4th from Tweetbot for iOS elsua @TelcoMatrix It is not! Keep saying … by the time you need to reach to cust. service, you are already too late!! #sbf12 Fix it sooner! 12:29 PM Jun 4th from Tweetbot for iOS elsua @vanderwal @tdebaillon But is it complex because of the landscape we have or because we need to think different than ever before or? #sbf12 12:29 PM Jun 4th from Tweetbot for iOS elsua @GautamGhosh Yes! Excellent annotation, even when Social Technologies were not even mentioned! :) #sbf12 12:28 PM Jun 4th from Tweetbot for iOS GautamGhosh @elsua First requirement of a social business? Passionate, engagement employees. Ingredient: Trusting empowering co. culture #socbiz #SBF12 12:25 PM Jun 4th from TweetDeck retweeted by elsua elsua @vanderwal Yes, I know! Although I have been thinkinghttp://snapbird.org/ Page 18 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM about it & not so sure anymore; would need to blog it though… Grrr #sbf12 12:27 PM Jun 4th from Tweetbot for iOS elsua @prem_k @TelcoMatrix And why active social learning is so key to kick things off and eventually adjust to new behaviors of openness #sbf12 12:26 PM Jun 4th from Tweetbot for iOS elsua @vanderwal @tdebaillon Indeed, which is why i’d’ve loved seeing you tweet from public account to RT ya! Tremendous insights, Thomas! #sbf12 12:25 PM Jun 4th from Tweetbot for iOS elsua @TelcoMatrix Not sure about GOOG, but re: Apple, different game: they r obsessed w/ customer exp., therefore don’t need cust service #sbf12 12:24 PM Jun 4th from Tweetbot for iOS elsua @vanderwal Oh, yeah, well, they will have to, for real! This is going to take a whole lot more thinking than doing to get it right! #sbf12 12:22 PM Jun 4th from Tweetbot for iOS elsua @vanderwal Nice one! Perhaps we are all looking into complicated vs. complexity, when it should start w/ the latter #sbf12 12:21 PM Jun 4th from Tweetbot for iOS elsua @TelcoMatrix True, but if you, as a brand, can’t address that need, problem, they won’t care much about you & they’ll tell you #sbf12 12:20 PM Jun 4th from Tweetbot for iOS elsua RT @bduperrin: Tasks in a social business #sbf12 http://t.co/UNzZzsKk / +1! Task Centric Computing FTW!! 12:19 PM Jun 4th from Tweetbot for iOS elsua @vanderwal what @ekolsky mentioned as cross channel integration vs. just multi-channel; no longer scalable, effective enough #sbf12 12:16 PM Jun 4th from Tweetbot for iOS elsua Customers can’t care less about your brand; they care more about “how can you fix my problem / need” … Amen to that one! :) #sbf12 12:15 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @vanderwal @ekolsky And here we r going back to basics,just like he mentioned of what things were like 10 / 15 years ago #sbf12 12:14 PM Jun 4th from Tweetbot for iOS elsua For those who might be interested: http://t.co/ZBY9n5JC #smartwork #sbf12 12:13 PM Jun 4th from Tweetbot for iOS elsua On stage now @rawn talking about effectiveness & productivity in a Knowledge Economy, reminding me of a blog post I wrote a while ago #sbf12 12:12 PM Jun 4th from Tweetbot for iOS elsua @vanderwal and Open, which is altogether where you can claim how you may not need social tools to eventually live #socbiz #sbf12 12:10 PM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 19 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @tdebaillon @vanderwal @ekolsky & there it goes our intentions for simplying our work lives, when we are doing quite the opposite! #sbf12 12:08 PM Jun 4th from Tweetbot for iOS elsua @vanderwal The problem is that they are also hiding on social; checked my last blog post I shared on the topic… revealing! #sbf12 12:07 PM Jun 4th from Tweetbot for iOS elsua @vanderwal Amen to that one! Something I, too, myself have been experiencing far too often w/ the lack of… #sbf12 12:06 PM Jun 4th from Tweetbot for iOS elsua @tdebaillon @vanderwal @ekolsky Back to key issue about educ. & not just on social tools, but on essential customer service skills #sbf12 12:05 PM Jun 4th from Tweetbot for iOS elsua @vanderwal That was the same exact question I asked & why @ekolsky mentioned how education & right crowd are key! #sbf12 12:04 PM Jun 4th from Tweetbot for iOS elsua @TheBeanCast @katmandelstein Terrific! No rush! Can certainly wait till I come back from #sbf12 … would be looking forward to it! Thanks! 12:03 PM Jun 4th from Tweetbot for iOS elsua @rodet Oh, would love to see some of that, when ready! Sounds like the perfect match! :) #sbf12 12:01 PM Jun 4th from Tweetbot for iOS elsua @vanderwal I agree! And I think that is the point @ekolsky was trying to make effectively! #sbf12 too difficult to track all though 12:01 PM Jun 4th from Tweetbot for iOS elsua RT @rwang0: communities are the cheapest way to provide service @ekolsky #custserv #nextgen #cxp #sbf12 #socbiz /but could also cost you + 11:59 AM Jun 4th from Tweetbot for iOS elsua Loving how @ekolsky hammers it down why it’s time for you all to move off Facebook; liberate yourself from the yoke! .cc @rwang0 #sbf12 11:54 AM Jun 4th from Tweetbot for iOS elsua @rodet Brilliant! That includes the Social Web or just internally focused? #sbf12 11:52 AM Jun 4th from Tweetbot for iOS elsua Ohhh, for FB it is 72 hours … oh dear, one other highlight word I forgot to mention from today so far: depressing! :-P #smartwork #sbf12 11:51 AM Jun 4th from Tweetbot for iOS elsua How about that? It takes about 48h to fix a customer issue when it takes 24h through email; there it goes the immediacy of Social #sbf12 11:50 AM Jun 4th from Tweetbot for iOS elsua RT @rwang0: My right not to be tracked or Brands are dumb if they drive traffic to Facebook #privacy #sbf12 / +1! @ekolsky confirming it :) 11:49 AM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 20 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua Collaborate with customers begins right at the heart of the matter: co-creation! Yes!! #sbf12 11:48 AM Jun 4th from Tweetbot for iOS elsua Never thought there would be such a close connection between mashups and #scrm; who would have thought? Anyone doing mashups still? #sbf12 11:46 AM Jun 4th from Tweetbot for iOS elsua @katmandelstein @TheBeanCast Ohhh, interesting! I have’t but would love to read more about it, or learn more about? Links please? #sbf12 11:45 AM Jun 4th from Tweetbot for iOS elsua Customer, process, agent w/ end to end efficiency and effectiveness index! :) Loyalty, satisfaction, performance, readiness, training #sbf12 11:44 AM Jun 4th from Tweetbot for iOS bduperrin six trends in customer service by @ekolsky : social crm, cross channel, customer experience management, mashups, collab enterprise #sbf12 11:39 AM Jun 4th from Seesmic Desktop retweeted by elsua elsua Still musing about the incredibly thought provoking session from @jhagel this morning on how we may have just become too comfortable #sbf12 11:42 AM Jun 4th from Tweetbot for iOS elsua From multi-channel, into cross channels as an evolution, and fully integrated :) #sbf12 11:41 AM Jun 4th from Tweetbot for iOS Raffiro @ekolsky is funny and entertaining but my thoughts go to the poor translator running like hell to keep his pace at speaking #sbf12 11:38 AM Jun 4th from Twitter for iPad retweeted by elsua elsua Communities will be the future of cust. service, customers gathering together to share their experiences :) communities will effort #SBF12 11:39 AM Jun 4th from Tweetbot for iOS MarkTamis @ekolsky 66% of companies have no processes to connect social media service to customer records #SBF12 11:36 AM Jun 4th from Plume for Android retweeted by elsua elsua @ekolsky bringing us all down to earth getting a touch of reality sharing the poor state of cuts. service & social: good stuff!! #sbf12 11:36 AM Jun 4th from Tweetbot for iOS elsua You don’t have to rush into social, from this morning, Social is precious, let’s not ruin it! Smarter work FTW! :) #sbf12 11:34 AM Jun 4th from Tweetbot for iOS elsua Will be blogging morning highlights, but a few keywords: change is hard, but inevitable; old is new, new is old, & #rebelsatwork #sbf12 11:32 AM Jun 4th from Tweetbot for iOS elsua Looks like wi-fi is back, just right after lunch & ready for 1st of breakout sessions w/ @ekolsky on the way we will complain… #sbf12 11:29 AM Jun 4th from Tweetbot for iOShttp://snapbird.org/ Page 21 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @dahowlett Not really, you need to look right at the heart of the matter, Dennis: monopolies are not healthy #sbf12 11:27 AM Jun 4th from Tweetbot for iOS elsua @dahowlett @MarkTamis And the choice is not to pay HUGE amount of money for crap wi-fi! Disgrace is on the hotel / provider :-// #sbf12 8:53 AM Jun 4th from Tweetbot for iOS elsua oh dear, it looks like the hotel wifi, not provided by the event, just collapsed! Apologies everyone, going offline for a while #sbf12 8:35 AM Jun 4th from Tweetbot for iOS Demeto #sbf12. Later today Ill be talking about "The social CEO: How to get CEO commitment to #socbiz & #e20" 8:11 AM Jun 4th from Twitter for BlackBerry® retweeted by elsua elsua @mgillet @dahowlett Yes, sir! Getting off to the right vibe! Ad Dire Straits was not that bad either! :-P #sbf12 8:19 AM Jun 4th from Tweetbot for iOS elsua Oh oh… looks like the individual wifi from the hotel s*cks pretty badly! Apologies for patchy live tweeting… #sbf12 8:17 AM Jun 4th from Tweetbot for iOS elsua And now Depeche Mode is playing! Whoahhhh! Yeah,has matched baby! Gotta love that! About to start any minute… #sbf12weets 8:11 AM Jun 4th from Tweetbot for iOS elsua And here we are, about to kick-off #sbf12 and ready forearched some live tweeting while blast from the past (Gotta love the 80s!) is playing!k to the afternoon of 7:59 AM Jun 4th from Tweetbot for iOS6th elsua Here we go! Up & running already, about to head to event venue for a superb couple of days on #socbiz insights at #sbf12 … Cant wait! :) 7:09 AM Jun 4th from Janetter for Mac absolutesubzero Excited to open the Social Business Forum 2012 in a few hours. Recharge your batteries and join us for two memorable days of insights #sbf12 10:28 PM Jun 3rd from HootSuite retweeted by elsua elsua @gsiemens You will be missed, too!! Weather is completely different from where you were in town! Better for offline conversations #sbf12 10:59 PM Jun 3rd from Janetter for Mac elsua @gsiemens It surely is! More packed than ever before & celebrating a healthy 5th anniversary! Hoping for many more years to come,too! #sbf12 10:58 PM Jun 3rd from Janetter for Mac elsua @MeganMurray Grateful to @absolutesubzero for lining up dinner for 15. Wonderful time // Indeed, and what a lovely dinner it was! #sbf12 10:57 PM Jun 3rd from Janetter for Mac elsua Thats it! Unpacking done, checking back at home done, freshened up a bit done, too! Off to dinner w/ the #sbf12 peeps! Heading to Marriott 5:35 PM Jun 3rd from Janetter for Mac http://snapbird.org/ Page 22 of 23

Snap Bird - search twitters history 6/5/12 7:16 PM elsua @absolutesubzero The Social Business Forum 2012 is officially sold out! Thanks to all of you and see you on Monday! #socbiz #sbf12 / +1!!! 11:22 AM Jun 2nd from Janetter for Mac rwang0 @elsua try this one. Brands are dumb if they drive traffic to Facebook http://t.co/XlI6lKrW #socbiz #sbf12 8:29 AM May 30th from TweetDeck retweeted by elsua 500 tweets searched. Haven’t found what you’re looking for? Search next 1,000 tweets Search Twitter’s history Fork on Github built by @rem designed by @nicepaul artwork by @stompfroghttp://snapbird.org/ Page 23 of 23

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Live Tweeting Highlights from #sbf12 Event, Milan, June 2012

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