Sat.Oct 03, 2009 - Fri.Oct 09, 2009

How NOT to do Customer Service on Twitter Crucial Paradigm

Laurel Papworth- Social Network Strategy

Sometimes you get frustrated and really let loose. Sometimes you just say WTF and walk away. Sometimes you do it on Twitter.

Intuit Brainstorm Offers Innovation Management

Portals and KM

Okay, I know what you might be thinking, but innovation management is not actually an oxymoron. There is much more to bringing innovation to the realization of business value than the light bulb going off within an individual.

Trending Sources

The Man Who Should Have Used Lotus Connections — Collaborating Effectively through Wikis


City Data City Apps: Open Data and Transparency

Collaborative Thinking

Interesting how government transparency is getting contagious - local municipalities (New York, San Francisco) are mimicking what the federal government has been doing with its various open data and app store efforts. New York City Wants You to Create an App For That - Bits Blog -

Australia: Electrolux Global Social Media Summit

Laurel Papworth- Social Network Strategy

Electrolux hosted a global social media summit from Stockholm, Sweden on Monday night. They invited a social media strategist from each continent to speak for 10 minutes on the State of Social Media in their country or region.

More Trending

Assassins Creed 2 and 3D Avatar game Tsuke

Laurel Papworth- Social Network Strategy

Gary Hayes got an invite to the launch of video games Assassins Creed 2 and Avatar in 3D in Sydney tonight. So we hotfoot it there, me dressed in my monk’s outfit, hiding a stiletto up my sleeve, everyone else in suits. Ok, that was a fib.

IMG_1967 [Flickr]

Nancy White

Choconancy1 posted a photo: Tags: brussels ngf graphicfacilitation theworldcafe km4dev km4dev09

From Office Space to the Social Office


Every now and then you know you that you bump into one of those video clips that you realise it’s just right.

Could you please repeat the question?

Endless Knots

As promised , best practices for conference calls. Not surprisingly, I've discovered that I've done quite a few posts on the topic, for instance, here and here and here. A little background on how this particular set came together.

Social media cost of inaction: COI

Laurel Papworth- Social Network Strategy

I’ve been speaking for a couple of years now on “The COI – Cost of Inaction&# …it’s always a good fallback when companies won’t accept the ROI – Return on Investment.


KM/KW in a World of Change World Cafe Report Out [Flickr]

Nancy White

Choconancy1 posted a photo: Tags: brussels ngf graphicfacilitation theworldcafe km4dev km4dev09

KM 2

Sustainability = Innovation + Collaboration: Report from WNSF Summit

21st Century Organization

Speakers at the Womens Network for a Sustainable Future (October 6 in New York City) confirmed the thrust of Victoria Axelrod's recent post that Sustainability = Innovation.

The Social Media Guru [video]

Community Guy

This video is absolutely hilarious! FYI, the language is a bit salty).

Media Sandbox showcase and publication launch

Platform Neutral

I am a big fan of the iShed ’s ‘ Media Sandbox ‘ programme. I have been lucky enough to facilitate some of their big events, which have been excellent learning opportunities as well as good facilitation excercises.

Waving from Europe

Nancy White

OpenSocial In The Enterprise

Collaborative Thinking

During the Enterprise 2.0 event in Boston last year, I moderated a discussion between IBM and Oracle on the topic of portals and its relation to Enterprise 2.0. Somewhere during the discussion, I wondered aloud how OpenSocial should be compared/contrasted and put into perspective within the enterprise as the most viable widget/gadget effort around. I'm happy to see a session on the topic for the San Francisco event on Wednesday morning hosted by Chris Schalk, Developer Advocate at Google.

What’s Jake doing in Austin??

Community Guy

If you’ve been watching my tweets lately, you’ve probably noticed quite a few mentions of my presence in Austin, Texas. I’m am proud to share the news that after having an informal presence in Austin, Ant’s Eye View has opened our second official office here!

Re-launch of

Governance in a Networked World

We don’t normally do mail outs like this, but with our re-launch of the Web site being such a significant event for us, we wanted to share it with you all. It is now 3 years since we launched and it has continuously grown in popularity over that time. We have made freely available some 40 papers, presentations and videos, something we intend to continue. The most significant change is the incorporation of Web 2.0 functionality through our “Friends of Optimice” feature.

Using ’social navigation’ and ‘participatory surveillance’ terms for co-creation and joint action

Taming the spaces

Olga Levistova wants to deal in her master study the question: How does social surveillance become into participatory surveillance. Her investigations are related with our hybrid ecosystem studies in which we refer to certain swarming phenomena that take place as a result of something like social awareness and monitoring, social surveillance, and social navigation.

My Reviews of the Collaboration Platforms on the Recent Forrester Wave™

Portals and KM

The Q3 2009 Forrester Wave™: Collaboration Platforms by Rob Koplowitz is out. It found that “Microsoft and IBM Lotus led the pack based on the breadth of functionality in their offerings. Novell edged into the Leaders’ quadrant with its Teaming product. MindTouch, the only open source option in this Forrester Wave, landed as a Strong Performer. Open Text represented a strong option, particularly for current Open Text ECM Suite customers.

Social Media: Strategically Relevant In Down Times

Collaborative Thinking

Based on my inquiry load this year, I would agree that this space is still quite active: . 2009 Tribalization of Business Study. Publish date: Monday, October 05, 2009. Deloitte LLP’s Technology, Media & Telecommunications (TMT) practice has recently released the results of the 2009 Tribalization of Business Study, which evaluates the perceived potential of online communities* and identifies how enterprises believe they may better leverage them.

Blog>> Calling All Records Managers in Singapore

Green Chameleon

If you’re dealing with records, and would like a platform to meet your peers from other organisations to exchange knowledge and experience in this area, do send me an email. A few of us are planning to get together in November

MarketingNow in Melbourne

Laurel Papworth- Social Network Strategy

I am such a goose. I told people they could find my “Marketing Now&# presentation my blog but I’d only put them up on Slideshare and not here. Interestingly, the keynote has still had 1389 views, even without me embedding it. Lots of people tweeted it though, which I guess shows how much better Twitter does as a distribution channel than a blog! Measuring Social Media – MarketingNow Measurement. View more documents from Laurel Papworth.

My App Gap Posts for September 2009

Portals and KM

My App Gap Posts for September 2009. Here are my App Gap posts for September. In addition to the Fast Forward blog (see side bar for links), I am writing in another Corante blog, the App Gap, sponsored by QuickBase, The posts began toward the end of January 2008. In this case, I am primarily doing product commentaries with a few other things thrown in. Below are the ones for September. There will be more in October. Open Text Brings in Social Media, More Web 2.0 Features, and SAP Integration.

Social Analytics: Another Front For Business Intelligence

Collaborative Thinking

While my core coverage is social computing (e.g., social media, social networking) - related domains that take up an increasing number of my research and client interaction cycles are: identity, analytics, and mobility. So I found this news release by Socialcast today interesting on many fronts - and yet I'm also left looking for more from the market in general when it comes to social analytics.

Saving Web 2.0 from itself?


On September 18, Andrew Keen gave the Incubate Innovation Lecture. Incubate is an annual independent culture festival in Tilburg. Keen is a well-known web entrepreneur and web critic. In 1995 he founded and built it into a popular first generation Internet music company. After a while, however, Keen realized the negative impact of the democratization of the Internet and the Web 2.0

Social Media Monetization: Leo Laporte TWiT

Laurel Papworth- Social Network Strategy

This video is absolutely worth watching in it’s entirety although here in Australia, for me it lagged and burped the entire time. Gosh I wish we had our National Broadband Network already! LeoLaporte said: To make your own channel on TV costs around 50 million dollars, you lose money for at least the first 5 years – CNN lost money for the first 10 years. Maybe $1/4 billion. Leo makes $1.5 million a year, doubling every year. 20 audio podcasts reaching millions per month.

Social Media Helping TV Stations Attract More Viewers and It Could Change Way TV News Created

Portals and KM

Many TV news organizations are now on Twitter, Facebook and YouTube, trying to connect and woe the participants in these social media sites as reported in TV stations turn to social media to attract viewers. There is concern as more people turn to social media for their news, moving away from TV news. So now TV stations are going to these social media sites to lure back departed. They have gone beyond what some late night TV shows are doing with social media. Perhaps they are more desperate.

XML'ing Your Way To Transparency

Collaborative Thinking

Just another example of making information more adaptive and recombinant: Welcome to FedThread is a new way of interacting with the Federal Register. FedThread gives you: collaborative annotation: Attach a note to any paragraph of the Federal Register; start a conversation. advanced search: Search the Federal Register (back to 2000) on full text, by date, agency, and other fields.

#KM4Dev – blogging session


Pretty unexpectedly I ended up doing a session on blogging at #KM4Dev workshop. It was part of the social reporting afternoon and was supposed to provide the participants with opportunities to get hands-on experiences with various tools and actually do social reporting of the group work done beforehand.

Community Job Openings Update

Community Guy

Times are tough, no question about it. If you’re in need of a new gig and are interested in community development work (which I assume you are if you’re reading this blog), be sure to check out the Community Guy Jobs Board. It’s free to use both for employees and employers, and has quite a few tasty new openings. Here’s a quick run down of some of the latest jobs. Good luck! Customer Service Manager. Hollywood, CA. Community Manager for a B2B IT Community Austin, TX.

My Favorite Tweets for September 2009

Portals and KM

Here is the second in a new series of posts. Since I use my blog, in part, as a personal knowledge management system and Twitter archiving is an oxymoron, I am now going to post my favorite links for the month. These are links that I want to archive and share. I will repeat this once a month if that timing seems to work best. I may adjust the timing. I spot tested the reduced shortened urls and they should work. I hope this is also useful for you. Let me know your favorite tweets for the month.

Information Needs of Communities in a Democracy

Collaborative Thinking

Worthwhile reading - may take a while, PDF link on the destination site. Knight Commission on the Information Needs of Communities in a Democracy | The Knight Commission on the Information Needs of Communities in a Democracy. The Knight Commission on the Information Needs of Communities in a Democracy is a group of 17 media, policy and community leaders. Its purpose is to assess the information needs of communities, and recommend measures to help Americans better meet those needs.

Well, yes, kinda, sorta, Pat

Endless Knots

Pat Lencioni's written the book on dysfunctional teams and, bless him, he's trying to put his stamp on the dysfunctions of virtual teams too. Close, no cigar. A fawning post on another blog led me to Lencioni's short piece on the three blunders of virtual teams , in his view: they underestimate the challenge of being virtual; they waste their face-to-face time socializing too much and/or going over details; and they don't know how to hold good conference calls.