From the category archives:

Social media

How Enterprises are using Twitter

July 8, 2008

Here is a great article from today’s Boston Globe about how Comcast and Southwest Air are using Twitter – fascinating stuff. It also highlights Dell’s social media efforts, and the IdeaStorm concept for bringing their customers inside their organization to co-innovate (Customer Inside). From Josh Bernoff, Forrester Research analyst and co-author of Groundswell (a great [...]

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Get Satisfaction!

June 23, 2008

Just happened upon a pretty cool new web service called Get Satisfaction. It is a community site self proclaimed as “People powered customer service for just about everything”. I found the service doing a search on private video chatting for Seesmic. It is incredibly easy to use, and addresses a number of customer experience and [...]

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Social Enterprise Software discussion buzzing last week

May 3, 2008

Across the blogosphere, the topic of “Enterprise Social Software” was hot this past week. Fred Wilson asks if the term itself is an oxymoron. Sam Lawrence makes a case here on how social software vendors, including his own Jive Software, and SocialText, Atlassian among others, could upend the incumbent enterprise vendors SAP and Oracle, while [...]

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Further validation of Twitter as a customer experience touchpoint

April 14, 2008

These blog posts further highlight now Twitter has become a natural outlet for customer feedback as well as a relevant touchpoint. http://www.readwriteweb.com/archives/how_to_get_customer_service_via_twitter.php http://tinyurl.com/5fztb2 http://www.thisisgoingtobebig.com/2007/12/does-jamba-know.html Below are companies which have set up Twitter Channels. Southwest Airlines Comcast Dell

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Comcast Cares (twitter – @comcastcares)

April 13, 2008

I noticed recently that Comcast set up a Twitter channel for soliciting customer input directly from the social web. JetBlue is another. I’m not sure if this type of Twitter support will scale as-is, but I’m sure a service could arise to enable it to scale in the same way as services and software exist [...]

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Social Media Marketing – it’s about consideration

February 15, 2008

As a supporting follow-up to my previous post on Social Media Marketing in which I attempted to make the case for referrals as the key driver of marketing results on that platform, I want to highlight part of a post I read today from Josh Bernoff of Forrester Research (Josh’s Blog). Josh’s post is about [...]

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Social Media Marketing – what is it good for?

February 13, 2008

In preparing for the SXSW Social Media Marketing Metrics panel at 5pm on Saturday, March 8th, I’ve been giving further thought to the use of Social Media for marketing purposes. Many companies continue to struggle with how to best leverage Social Media. This struggle goes beyond marketing, but right now my focus is on what [...]

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SXSW Social Media panel – weigh in with your opinions

February 3, 2008

I have the great pleasure, thanks to the initiative of Tom Parish, to be a panelist at the upcoming South By Southwest (SXSW) 2008 Interactive conference. The panel will be on Saturday, March 8th, and about Social Marketing Strategies and Metrics. Here is a brief description of the panel. Tom also has a great write-up [...]

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The Future of Work in NGEs

November 13, 2007

Manpower is doing some interesting and innovative things in the world of social media. This video from YouTube is a great example of Manpower extending its brand into the social media landscape. It also is a great representation of the future of work in Next Generation Enterprises. The video speaks for itself. I also favorited [...]

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Social Media and the value of weak ties

November 7, 2007

Andrew McAfee recently published two great posts helping guide companies through the choices of applications available in the Enterprise 2.0 landscape. In his most recent post, How to Hit the Enterprise 2.0 Bullseye, he provides an interesting framework for how to match the e2.0 task with the tool, whether it is a wiki, social network, [...]

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Corporate Social Networking and the Personal Tag Cloud

October 10, 2007

Here is a link to an interesting article this week from CIO Insight, about social networking in the enterprise. It highlights Wachovia’s current initiative to deploy an enterprise-wide social network, and the rationale for doing so. Here is an excerpt: Wachovia plans to introduce its social networking service to its 110,000 workers by early 2008. [...]

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Social Media – It’s not just another marketing channel

October 10, 2007

In recent meetings with BSG Alliance customers, the topic of the next generation of workers consistently generated a high degree of interest – both from a perspective of how to recruit and retain this next generation as well as how to market to them. In my last meeting, one of the participants asked an engaging [...]

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iPhone and the Beginning of the End for Corporate Email?

June 27, 2007

So the iPhone is nearly on the market, and the reviews are in. Nearly every media outlet new and old, including CNBC, has been buzzing about it all week. One of the most common complaints is that the iPhone does not support corporate push email – no Exchange integration. For the business Blackberry addicted world, [...]

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LinkedIn following Facebook lead

June 25, 2007

I read today in Techcrunch that LinkedIn is opening up its platform for application development to follow Facebook’s lead. To me it seems too little and too late … anecdotally I’ve seen a fast pickup shifting of people from LinkedIn to Facebook in my network. I’ve read about the same. LinkedIn is rapidly becoming known [...]

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We’ve got a problem …

June 20, 2007

Listening to the Director of Research at Manning & Napier speak at the Enterprise 2.0 conference about his adoption of a SocialText wiki for his 40 person group. The firm manages $16 billion of client assets. He started out by saying they had a management problem (i.e. a pain), and then went looking for solutions. [...]

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