Collaborative Thinking: PARC Forums: People & Social Technologies

Collaborative Thinking

If you have tracked this space for some time (for me, since the early nineties), much of the discussion around control, structure, participation, etc. Given that all vendors are mashed into the lower part of the model, either the model is flawed or its too early to assess the market. Companies are threatened by this new order, and need new frameworks and strategies for how to approach the groundswell of active, participating customers.

2007 100

Dogged pursuit of data quality and use

Learning Alliances

Tracking blood donations, keeping track of which arm is used. In between: Have a customer that generates lots of data: so much that paper doesn’t work anymore. Tracking assessments of hires. Tracked or not. .

2017 130

Four Things to Remember When "Planning"

Evolving Web

Planning is knowing, tracking, and fully understanding the evolution of your project. As we begin to work, if we are tracking our work and measuring rates of completion, we can - in the future - forecast completion dates fairly accurately. What did the customer think?

2018 194

Four Things to Remember When "Planning"

Evolving Web

Planning is knowing, tracking, and fully understanding the evolution of your project. As we begin to work, if we are tracking our work and measuring rates of completion, we can - in the future - forecast completion dates fairly accurately. What did the customer think?

2018 130

Catherine Shinners on Building an Online Community at Enterprise 2.0

Portals and KM

Building and supporting community is a powerful way to build leadership relationships, connect with customers to improve service and accelerate innovation or transform internal organizational productivity. It is part of a great community management track created by Rachel Happe. My Merced Group partner, Catherine Shinners will present at next week’s Enterprise 2.0

2012 133

7 ways to support an emotional bond to a product

Community Guy

Note: they had my email address too, but chose to send only a physical letter) So I picked up the phone and was soon talking to a customer service rep who needed a credit card number to charge me a repair fee. Is your customer care team being assessed on criteria like positive word of mouth?

2012 184

100+ Tried & True Problem-Solving Tools

Partnering Resources

Your job is to assess the facts, categorize the facts, and then apply the appropriate best practice. For example, want to know why customers call? Use a check sheet to track the number of events having to do with technical assistance, product inquiries, and so on.

2016 141

Relationship Mapping and Monitoring with Yammer

Governance in a Networked World

Well nothing really, other than the fact that its only using a proportion of the intelligence available from its tracking data. Yammer is a leading social networking platform for use inside organisations.

Yammer 158

JackBe Enables Business Intelligence to be More Accessible and Robust with Recent Moves

Portals and KM

This enables users to assess the business impact of changing conditions as they happen. Sandra gave a great example, a dashboard for hardware stores to best serve their customers during a storm situation.

2013 164

Spigit Provides ICON as a Free Crowdsourcing Platform

Portals and KM

Spigit’s overall company goal is to drive business growth and customer and employee engagement.  The key to creating wealth in today’s economy is tapping the expertise within enterprise, as well as getting ideas from partners and customers.

Icons 198

R and Google Spreadsheets (and the context)

Learning Alliances

Value assessment – judging the value of the data and the results of an analytical effort. An email list, a custom search engine covering community blogs and a Twitter hash tag complete the community’s basic technology infrastructure.

2015 176

7 ways to support an emotional bond to a product

Community Guy

Note: they had my email address too, but chose to send only a physical letter) So I picked up the phone and was soon talking to a customer service rep who needed a credit card number to charge me a repair fee. And as complexity and scale are increased, an almost certain casualty is empathy for the customer. I fully understand the desire and the need to focus on quality vs. time spent ratios as a core customer care metric.

2012 89

OutStart’s Learning Content Management System Automates Key Components of Content Development

Portals and KM

You can find learning content there and the LMS keeps track of usage. An LCMS provides for automating the development, management, maintenance, delivery and publishing of modular and personalized learning – including online, instructor guides, mobile, assessments and the ability to deliver training in different languages. You can customize learning content by role (e.g., This makes updating easy and eliminates the possibility of losing track of content.

Integrating Transactions and Interactions: A Fable

Portals and KM

On average they paid out far more than they took in so simply getting more customers was not the solution. They tend to just price, attracting the bad risks and losing the good ones to people who were smarter at assessing risk. The IT system that “supported” the underwriters was a transaction recording system developed by IT so the home office people could keep track of what was happening in the field.

Blog>> KM Practitioner Interview Series: Shaharudin Mohd Ishak

Green Chameleon

We don’t do RACK with everyone – it depends on the supervisor’s assessment of the employee. They can customize the questions. We proposed that the clerical officer – who typically knows the activities of the department – keep track of report submission.

2016 130

The Case for Corporate Social Networking

John Tropea - Delicious Social Network KM

Once the objective is clear, an assessment needs to be done as to what the current status is – and what the tool can address, and what needs to be changed in the structure and processes to meet the objectives. (At

ASK: 8 tips for successfully working with your legal team

Community Guy

When we’re making decisions about the future of the business based on the desire to reduce risk to zero, it’s no wonder we find ourselves with diminishing profits, upset customers, and uninteresting products! Legal may tell say, for example, “We can’t use Twitter because we’re required to track any and all communications by employees due to regulatory statutes”. Healthy risk assessment balances both.

'Not a Site, but a Concept': Tapping the Power of Social Networking - Knowledge@Wharton

John Tropea - Delicious Community

Knowledge@Wharton Managing Technology Research Article View Article on Knowledge@Wharton Mobile Not a Site, but a Concept: Tapping the Power of Social Networking Published: July 09, 2008 in Knowledge@Wharton Mini USA, the American branch of BMWs Mini Cooper line, tracks everything being said about its brand everywhere on line -- in blogs, discussion groups, forums, MySpace pages and much more -- then uses what it learns to guide advertising campaigns.

2008 49

The Social Media ROI Obsession

Online Social Networking

I agreed with Chris’ assessment of social media, but let me ask you this question: What about measuring the ROI of your reputation? According to the American Marketing Association , “Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large.&#. Customer Relationship Management.

ROI 58

Cisco: Great Expectations But "Where's The (Collaboration) Beef"?

Collaborative Thinking

In this case, it helps me better assess whether Cisco exhibits the level of business acumen necessary to successfully move into market adjacencies such as collaboration and Web 2.0. . Now, for the bad news: At some point - a self-proclaimed collaboration vendor needs to show identifiable progress in terms of market performance and customer adoption. What are some actions Cisco needs to consider to get back on the right track? Identify customers and customer solutions.

Webex 109

Social Media Software – Understanding our Technology | FreshNetworks, online community software and services

John Tropea - Delicious Community

Finally, our online community software does great reporting and analysis , so you’ll be able to track its impact from the start (we’re from a research company , so we like reports). This works particularly well for you as it means you can easily collect basic data on your membership – it’s a quick and cost-effective way to better understand your customers and the world they live in. Customers trust feedback from people like them.

Life With Alacrity: The Dunbar Number as a Limit to Group Sizes

John Tropea - Delicious Community

Read More] Tracked on Mar 10, 2004 8:06:39 PM » Team size limits from technoLAHgy v0.15 - Monitoring Malaysian Inventions Excellent observations on the Dunbar numbers from Christopher Allen. Read More] Tracked on Sep 28, 2004 9:25:08 PM » Social Networking Spam.

Social Network Travel Logging

Governance in a Networked World

I would often say to them that I know that in their minds they have some real insights and that they should try to share them in their own words, no matter how bad the English might be (of course this made my job harder in assessing, but plagiarism risks are much worse).

2014 130

Saba - Products - Saba Social

John Tropea - Delicious Social Network KM

Global Websites English Spanish French Japanese Products Solutions Consulting Education Support Partners Customers News & Events Company Customer Login Products Overview Saba Learning Suite Saba Performance Suite Saba Talent Suite Saba Compensation Suite Saba Centra Suite Saba Social Sign up for Saba News Email newsletter featuring industry news, whitepapers, and exclusive offers.

Oracle Beehive 1.5: Still A Work-In-Progress

Collaborative Thinking

Oracle is correct in pointing out that the current state of contextual collaboration remains fragile (sometimes done in a brute-force fashion), but Oracle is misinformed that it has discovered the concept or will lead the charge towards this end-state given its poor track record in the collaboration market so far. The lack of clear and concise information on how WebCenter participates in a Beehive solution is mystifying and should be a customer concern.

2009 100

Collapse! The Game: Early Draft

How to Save the World

The Community Map: This map shows the 13 Aspects of an Effective Community (see illustration 1), and tracks the ‘investment’ of members of the community in (a) infrastructure, (b) resources and (c) acquiring competencies, relevant to each Aspect.

Game 88

Systems Thinking and Complexity 101

How to Save the World

Two of the complex aspects might be cynicism that useful knowledge can be ‘captured’ at all in a database that lacks context of the situation, and a performance assessment system that rewards individual achievement and provides no incentive for sharing or collaboration.

2014 97

The Value of Community Management

John Tropea - Delicious Community

significance) – our experience shows us that communities without community managers are much more likely to die off, go off track, become thorny stews, or get so insular that they can’t grow or evolve. However, I haven’t yet been tracking those stats closely.

2011 66

Google Wave (continued): The Conversation Becomes the Process, and Even the Product

How to Save the World

Now suppose you have decided upon a new project, that involves activities such as project team selection, doing a needs assessment, conducting research, brainstorming to develop innovative solutions, pilot testing, sourcing supply, production, logistics, communication, measurement and evalution.

Community Goals and Measurements

John Tropea - Delicious Community

Goal-oriented measurements relate to employee goals and allow assessment against those goals. Increased customer satisfaction and retention. Increase customer satisfaction and retention. What community metrics are most important to track? Skip to main content.

Goals 43

Collapse! The Game: Draft #2

How to Save the World

of an effective community (see illustration), and tracks the ‘investment’ of members of the community in (a) infrastructure, (b) resources and (c) acquired competencies, relevant to each Aspect.

Game 75

Differentiating Between Social Media and Community Management

John Tropea - Delicious Community

In low complexity markets and use cases (think Sharpie pens ) the focus is on social media because the relationships desired between Newell Rubbermaid and Sharpie customers does not need to be that deep – and the business model cannot support deep relationship development (i.e. spending hundreds on developing a relationship with a customer who buys $25 worth of products doesn’t make much sense).

2010 60

A Practical Guide to Implementing Web 2.0 (aka Social Networking Tools) in Your Organization

How to Save the World

A lot of organizations are struggling with what to do with a host of costly, high-maintenance technologies that they have introduced in the last decade, hoping these technologies would produce (a) improved internal productivity, and (b) better relationships with customers.

How to Save the World

How to Save the World

A study done by one largemultinational organization discovered their actual user audiencecomprised, in order: Needless to say, since the website was designed for customers, itwasnt reaching its intended audience, and wasnt meeting the needs ofits actual audience. Talkto prospective customers.

2009 73

The Technology-Collaboration Disconnect - BusinessWeek

John Tropea - Delicious Collaboration

Among more than 50 large organizations assessed by The Corporate Executive Boards IT Practice, the best have begun with an understanding of the capabilities knowledge workers need, not the capabilities new technologies provide. Applicant Tracking System Software for Recruiting, Applicant Tracking, Onboarding, and more!

Asia 34

Managing Corporate Social Networks

John Tropea - Delicious Social Network KM

For Managers For Educators For Corporate Buyers Harvard Business Review Visit Harvard Business School Harvard Business Review Harvard Business Publishing Archive/Back Issues Customer Service HBR Email Newsletters Cart Store All Products All Articles Sign In or Subscribe Now Pause Sales Strategy In a Downturn, Provoke Your Customers by Philip Lay, Todd Hewlin and Geoffrey Moore The companies you serve are slashing their budgets, but you can still make the sale.

Resilience is Futile (Adapt and Improvise Instead)

How to Save the World

More distributed decision making: customer-facing workers have the authority to satisfy customers and improve processes without having to go through approval policies. Less need to create demand: MEC responds to real customer demands, rather than advertising and marketing to create artificial ones. BLOG Resilience is Futile (Adapt and Improvise Instead).

2009 39

The returns on Communities - KnowledgeBoard

John Tropea - Delicious Community

For instance, in credit assessment circuits or expense approvals, but also in simpler tasks. These changes are not easily tracked in any other way; when due to CoP influence, they should be reflected in the impact report.

CoP 36

IBM Drives Enterprise Adoption of Social Networks with New Enterprise Adaptability Practice

John Tropea - Delicious Social Network KM

Practice Reviews Technology/Leaders The Enterprise Tags Architecture CEO China CIO CTO CMO Collaboration Culture Customer Experience Development Digital Hollywood E-Business Economics Economy Empowerment Enterprise Enterprise 2.0 My bet is with extensive collaboration with customers.

2008 36

Co-creation | Jack Martin Leith

John Tropea - Delicious Collaboration

Or you can book a half-day Rap Session to review progress, assess your current situation and make plans for achieving success. Groundwork is done at the beginning of a project to analyse and understand the problem or issue, and to create a design specification for: The new creation – the product, service, customer experience, process, venture or whatever The value this new creation is required to deliver The intervention, strategy, solution, programme etc.

2008 28

How to Save the World

How to Save the World

A study done by one largemultinational organization discovered their actual user audiencecomprised, in order: Needless to say, since the website was designed for customers, itwasnt reaching its intended audience, and wasnt meeting the needs ofits actual audience. Talkto prospective customers.

2009 46

How To Develop a Business-Aligned Social Media & Social Networking Strategy

John Tropea - Delicious Social Network KM

Improve communication among employees, customers, members, and/or stockholders. Help customers or members in their jobs or private lives. Increase the number of new and/or returning customers or members. Offer free web-enabled telephone conferencing services to customers.

2007 48

Technology-Enabled Collaboration and Information Siloes - Managing Technology - Dennis McDonald's Blog

John Tropea - Delicious Collaboration

I recently completed an assessment for a client of factors that influence corporate adoption of collaboration solutions. Still, it’s good to think about ways to assess when organizations are ready to adopt technology enabled collaboration solutions. The reasons for doing so can include reducing the time and cost of performing individual business processes, support for better customer relationships (and enhanced revenue), and stimulation of valuable innovation and creativity.

2007 28