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Mark Lepisto — Wed, 12 Oct 2011 04:20:23 PM -0500

It was a pleasant surprise to have you assigned to a PMR. I'm glad you were able to save your sanity and your employment at the same time! I have nothing but respect for the people that travel for work, I don't think I could do it. Enjoy your regular hours :)

Good for you

Jerry Glover — Thu, 25 Aug 2011 11:48:53 AM -0500

Trading travel for C&S? You sure are wading further into the deep (murky, muddy, slimy) end of the pool! But you'll handle it well I'm sure. Seriously though, congrats for getting out of the road game and into something more calm - you gotta take care of yourself.

Congrats Susan!

Chris Whisonant — Mon, 22 Aug 2011 08:49:07 AM -0500

Great to hear Susan! It will be awesome having you on that part of the support team now. And you may find this funny - when you said "people in the support group expressed a desire for change" I first thought that there was a 12-step program at IBM for road warriors. :) Take care, and we'll keep an eye out for SPR's starting with SBUH...

re: Social business

Bob Balaban — Fri, 8 Apr 2011 05:06:24 AM -0500

Do what you do and stay focused on the mission, not the fad of the month. You are great at what you do, and you have more common sense than most. If the tech supports you, use it, else, don't.

The business-end of a social network

David (The Notes Guy in Seattle) — Thu, 7 Apr 2011 11:21:15 PM -0500

I have been spending a lot of time studying this topic lately. I recently watched a webinar on the topic of Social Learning - using social media in the workplace. It was co-presented by Mike Prokopeak, Vice President, Editorial Director of Chief Learning Officer Magazine and Jeanne C. Meister, Founding Partner of Future Workplace. ( { Link } ) You might also benefit from reading her book: "The 2020 Workplace: How Innovative Companies Attract, Develop, and Keep Tomorrow's Employees Today."

Interestingly, In her presentation she referred to studies done by... IBM. She even talked about the IBM Corporate Service Corps. I have the slides of her presentation which I wanted to see published on slideshare or give reference to on my blog, but she never responded to my inquiries for permission. If you send me an email I can share that directly with you.

I think I hear you asking several questions:

1. How do I most effectively "Do" Social Business to help my customers?

2. How do I motivate my colleagues to do it?

3. How do I measure its success?

The answers to these are worth a long blog post on their own. I am actually planning on writing a post on this topic already. I happen to be in the middle of preparing a speech and presentation on this topic titled "How my Social Network Made me a Genius".

As for the first question, I think that is exactly what we are all doing right here. This time it is going FROM your customers TO you. What's more, there will be many eavesdroppers who will benefit by reading our discussion.

Social business is really all about eliminating the barriers.

physical barriers:

- geographic distance

- doors, cubical walls

informational barriers:

- not knowing who can help you with the answer you need

- not knowing who needs your help

- not knowing how to contact the people who can help you (where is their office, what is their phone number or email address?)

Social barriers:

- corporate structure

- B2B relationship restrictions

- social status

It is also about creating a network of pathways for knowledge to flow in much the same way as the neurons in the brain.

That you and Ed and Mary Beth have so deeply embedded yourselves into this neural network and are so accessible with your open-door policy of communication (and tolerate questions and pokes from people like me), is what makes it work for you and your connections and is where the future is headed for all industries (except legal). Keep on doing what you're doing. Lead by example.

What you are asking of your colleagues requires social change. I think the presentation I mentioned above can help you address that. You mentioned "quite a few IBMers have tried blogging and after a few entries, the sites died." The thing about blogging is you have to have a desire to do it and persist with it. If you aren't willing to write at least once a week, don't start a blog. If you aren't passionate about the topic, you won't last long. (This comes straight from Social Media Marketing strategies). Blogs are definitely important to social business. They give people landing spots from which to start. They are the honey pots. They help build credibility and identify experts. They build a "tag cloud" of people by relevance. They are initial access points into the social network. A blog also provides good information as a foundation. But it's really the dialog of comments following the post that give it life.

To measure the success of social business is not so easy because the results are so individual and so pervasive. How do you measure the value of a blog post that prevented 5 people from making a mistake while configuring a server? To make it even more elusive, your immediate benefactors are often outside the domain which you can measure. You are effectively trying to quantify the "butterfly effect." ( { Link } ) Even Watson would have a hard time with that one.

Cheers,

David (The Notes Guy In Seattle)

Don’t make people do, make it easy

Ben Langhinrichs — Thu, 7 Apr 2011 01:29:26 PM -0500

This is true for far more than being social, but make it easy to do, easy to follow, easy to understand. The great obstacles to use of almost any software or medium are a) inability to figure out how to use it, and b) inability to figure out why.

If IBM wants its employees to use social media, they need to eliminate the obstacles, clarify who gets to say what and have it count as IBM speaking, and show people what they'll get from it. While financial rewards would be nice, even exposure and a pat on the back don't hurt.

There is no "corporate" social media...

Wes Morgan — Thu, 7 Apr 2011 01:25:31 PM -0500

...only individuals who happen to work at the same place or use/support/sell the same products.

That's heresy to many of the buzzword-mongers, but it's the truth. In many ways, engagement via social media is like public speaking; some folks are cut out for it, while others are deathly afraid of it.

I don't know that there will ever be a formal "integration" of social media into the software support process. Think about it; if your problem is referred to another support tech, or escalated to higher levels, how are those people going to get "up to speed" on what was said via twitter or Skype? Cutting-and-pasting transcripts? I don't think so.

As I see it, the role of social media in areas such as software/hardware support will have to be a loosely structured, ad-hoc level of engagement. Put another way, support organizations can do a good job answering the "#lazyweb" questions, or pointing people to resources such as wikis/blogs/documentation in response to questions, via social media. The "run your problem to ground" approach faces enormous problems of scale when you consider the size of the potential audience. (For an interesting example, follow DesktopDeck on Twitter for a few days and count how many times you see the same advice being handed out to X different people.)

The other consideration is that joining social media requires a certain amount of social content. I find that roughly 80% of my Twitter activity is purely social. Now, that other 20% is important (I believe that I've resolved more than a few customer concerns/problems and avoided problem tickets as a result), but the purely social MUST be there in order to maintain the sense of community. You can't put metrics to that, but it's essential.

OK, enough musing - I have to get back to work...

No good answers

Kathy Brown — Thu, 7 Apr 2011 12:50:32 PM -0500

Unfortunately, you're asking about management and measurement, and that means only one thing: numbers. And that's a terrible way to evaluate "being social". You don't get back home from a cocktail party and say "I interacted with 12 people! What a great party! I had 22 conversations on 15 topics.", but that's what management will want to see. X number of tweets, y followers, etc. Sadly, being social and doing business SHOULD be about quality, not quantity. As a customer, the quality interactions mean way more to me than a random IBM twitter account sending out an obnoxious number of links.

A few first things

Chris Miller — Thu, 7 Apr 2011 12:43:54 PM -0500

If IBM is pushing you to be more social, I presume they would want to follow you as well and engage.

They need some format and process for official versus unofficial IBM accounts. There are hundreds of people that appear to be official ones, that are not.

Also, what is your requirement for answering via social channels? How do you monitor it? What tools do you use?

Analytics Help but

Keith Brooks — Thu, 7 Apr 2011 12:42:41 PM -0500

You can't make someone blog or Tweet or use Linkedin or Facebook.

If you need to validate to management your socialness, not you per se, but others inside, they nee to show a number of posts, podcasts, views of their blog, references to problems or business made/resolved.

Same old way as ever.

But no, you can not force people to sue Connections or any device, software.

However, encouraging the usage of the products, for business and/or administrative purposes does get through, sometimes grumbling. But in this way, they get to see the magic of the product, or tediousness of it, and hopefully have a better impression and continue to get on the train.

Not everyone wants to write or cares to. Encourage more audio and video options. IBM trusts employees to write sensibly, sometimes too much, but in general it works well, I would guess from the outside looking in.

How can IBM help us? Define 1 Sametime external gateway so we can all talk properly, right now I am on 3 IBM different ones and IBmers probably are on up to 8 from what I hear.

Support calls should be able to be discussed via ST, Skype or whatever IBM deems appropriate but waiting for a call back or to get info is painful sometimes.

Ask executives not to blog unless they will do it for real. It sends out a bad perception about them and discourages their teams as well in many cases as people follow their leaders.

Notes Goddess | Comments

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Free Code: Not Just your average book review

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Hanging up the Rolling Bag

Good for you

Congrats Susan!

re: Social business

The business-end of a social network

Recommended Reading

Don’t make people do, make it easy

There is no "corporate" social media...

No good answers

A few first things

Analytics Help but