Well here we are already 5 weeks into January! How many of you are sticking with your New Year's resolutions? Anyone resolve to read more? Exercise more? Save more? Learn more?! We want to ensure you are connected with us so you don't miss a thing! Do you have Facebook or Twitter? Are you looking for product updates, marketing events, customer success stories & other WebCenter related information? We invite you to join in the conversations with the over 325,000 WebCenter community members that are already engaging with us! We look forward to connecting with you this year!
Want to get the most from your social collaboration investments? If you already invested in or are contemplating investment in this technology, consider the following to boost your social collaboration adoption.
Drive awareness. Your line-of-business leaders hold the key to success. Although ideally they request this type of technology adoption in support of an existing use case proactively, that is rarely the case. If you are looking to drive adoption, hold a lunch-and-learn session conducted in their language. In other words, use business speak and share external case studies that focus on capabilities instead of product functionality.
Deploy within an existing process. Start viewing social collaboration as part of process management. Identify unstructured processes with definitive start and end points that exist today and deploy social collaboration to resolve challenges within those processes. Social collaboration projects deployed to resolve challenges within existing unstructured business process are most likely to succeed.
Require a strong why. Ensure that the rationale for social collaboration is justified. Address this up front, because the actual use—or lack of use—of the technology will objectively confirm if the why was compelling enough.
Focus on low-friction experience. Regardless of the quality of your underlying social collaboration solution, it must be easily accessible for end users. Success occurs when users can access the technology from within existing flows of work, without additional login or frequent context and window switching.
Avoid “just because” reasoning. Social collaboration is a spice, not the main dish. Keep in mind that social collaboration is most effective in the context of business entities and existing work flows—it works best when it is purpose-driven.
If you haven’t viewed our screencast already, we invite you to watch to see how you can achieve enterprise collaboration in the cloud by adopting these best practices.
This report supports the point of Oracle’s Social Business Strategy to seamless integrate social capabilities into the main business processes.
Quote from report:
“Oracle has adopted the correct approach to creating a social layer and socially enabled applications. Oracle Social Network is not simply another enterprise social network product; it is a complete social layer for the enterprise application stack. This approach will serve Oracle users well in the future.”
Oracle Social Network allows you to capture the related Conversations of a business process right where it’s happens – within the respective Business application.
Fusion CRM is an excellent example for this approach.
Quote from report:
“Oracle’s new software, Oracle Social Network, is an example of a solution to the silo problem. While Oracle fields a typical enterprise social network application with microblogging, file sharing, shared documents or wikis, and activity streams, the front-end application is only a small part of what Oracle Social Network does. Instead, Oracle Social Network is a platform that provides social features as a service to other enterprise applications. In effect, Oracle Social Network socially enables all of Oracle’s enterprise applications—all enterprise applications really—with not only the same features, but also the same conversations. As a result, the social conversations act as a conduit for inter-application communication and collaboration.”
Are you following these three key elements? Are you delivering effective and efficient customer engagement? Be sure to download the report “Oracle Social Network: The Social Glue for Enterprise Applications”, and you’ll also want to tune into the “Oracle Social Network: Collaboration in the Cloud” screencast to find out how Oracle Social Network can help your company collaborate more intelligently and effectively.
Are your sales teams disconnected and unengaged? Do you need a tool that can easily engage expertise across the organization and provide visibility into all the relevant business processes and activities? Do you want to work more efficiently with your partners and know your customers better? Oracle Social Network is the answer.
“The biggest change over the past few years is social networking,” said Oracle CEO Larry Ellison. “Today, organizations want to connect their people, their applications, their processes and their customers. Oracle Social Network provides that; all the tools are integrated and employees can work from anywhere in the world with the devices best suited to their job.”
Oracle Social Network is a secure, social networking and enterprise collaboration solution with a broad range of social tools designed to capture information from people, Enterprise Applications, and business processes to facilitate collaboration between individual users and teams of people both within and across Enterprises. It drives business through natural Conversations and jump-starts productivity with more-purposeful social networking and contextual enterprise collaboration without the noise.
Oracle Social Network includes stream-based Conversations that consolidate IM, e-mail, applications, content, editing tools, and telephony into a single context. Unlike other collaboration tools that simply generate a lot of noise, Oracle Social Network enables Conversations that are context-based and tied to business activities and processes to help users collaborate more effectively.
We invite you to view this screencast as part of the New Business Imperative: Social, Mobile, Cloud Series to find out how Oracle Social Network can help your company collaborate more intelligently and effectively.
Social. Mobility. Context awareness. Nontraditional content. User experience. Consumerization. This confluence of trends is creating unprecedented opportunities but also unprecedented exposure and risk.
This year's Gartner Portals, Content & Collaboration Summit provided attendees the opportunity to learn how to exploit these trends now, as to not fall behind better positioned competitors. The Gartner PCC Summit delivered the tools and insights needed to tap into unprecedented portals, content and collaboration opportunities. Disruptive trends are yielding an array of business-critical imperatives: Deliver secure access across a widening range of devices. Mine and leverage nontraditional content. Use social software to drive efficiency and innovation. Exploit context-aware computing.
This summit represented the single most important event in the portals, content and collaboration space, where IT and business leaders gathered to learn from the latest Gartner research and interact with 24+ Gartner analysts, peers and solution leaders. We had a great week in San Diego, and we were able to experience new research and innovative thinking in a variety of session formats that drilled down to some of the most critical industry topics and trends.
Oracle was proud to be a Silver sponsor of the show this year, with a breakfast session given by Josh Lannin, Senior Director of Product Management for WebCenter and a booth on the show floor. Did you attend the Gartner PCC Summit this year? What were your thoughts or reactions?
It's fitting this week that we are focusing around social collaboration, since the key buzzwords at the Gartner Portals, Content & Collaboration Summit have been social, mobile, cloud and information. As the event comes to a close, John Brunswick shares his best practices for social collaboration adoption and how you can see the best results when implementing social technologies.
Want to get the most from your social collaboration investments? If you already have or are contemplating investment in this technology, consider the following to boost your social collaboration adoption.
1. Drive Awareness - Your line of business leaders hold the key to success. Ideally they proactively request this type of tooling in support of an existing use case, but that is rare. If you are looking to drive adoption, hold a lunch and learn and using "business speak" share external case studies and focus on capabilities - instead of product functions.
2. Deploy Within an Existing Process - Start viewing social collaboration more along the lines of process management. Identify "unstructured" processes with definitive start and end points that exist today. Social collaboration deployed to resolve challenges with existing unstructured business process are most likely to succeed.
3. Require a Strong "Why" - Ensure that rationale for a given social collaboration use is justified. Address this upfront, as the actual use - or lack of use - of your deployment will objectively confirm if the "why" was compelling enough.
4. Focus on Low Friction Experience - Regardless of the quality of your underlying technology, it needs to be easily accessible for end users. Success occurs when use takes place within existing flows of work, without additional need for login, frequent context and window switching.
5. Avoid "Just Because" - Social collaboration is a spice, not the main dish. Keep in mind that social collaboration is most impactful in the context of business entities and existing work flows. Social collaboration works when it is "purpose driven".
Note to any foreign readers that were confused by this post. January 21st is celebrated as Martin Luther King Day in the US celebrating the life and achievements of a man who truly changed history and had his life taken due to his thoughts for equality expressed so eloquently in his famous speech below. As a federal holiday, Oracle was closed for the day in the US and this page was a tribute. More info available lots of places - here's a start.
Martin Luther King Jr.
I Have A Dream Speech - August 28, 1963
By The Rev. MARTIN LUTHER KING Jr.
Aug. 28, 1963
I am happy to join with you today in what will go down in history as the greatest demonstration for freedom in the history of our nation.
Five score years ago, a great American, in whose symbolic shadow we stand signed the Emancipation Proclamation. This momentous decree came as a great beacon light of hope to millions of Negro slaves who had been seared in the flames of withering injustice. It came as a joyous daybreak to end the long night of captivity.
But one hundred years later, we must face the tragic fact that the Negro is still not free. One hundred years later, the life of the Negro is still sadly crippled by the manacles of segregation and the chains of discrimination. One hundred years later, the Negro lives on a lonely island of poverty in the midst of a vast ocean of material prosperity. One hundred years later, the Negro is still languishing in the corners of American society and finds himself an exile in his own land. So we have come here today to dramatize an appalling condition.
In a sense we have come to our nation's capital to cash a check. When the architects of our republic wrote the magnificent words of the Constitution and the Declaration of Independence, they were signing a promissory note to which every American was to fall heir. This note was a promise that all men would be guaranteed the inalienable rights of life, liberty, and the pursuit of happiness.
It is obvious today that America has defaulted on this promissory note insofar as her citizens of color are concerned. Instead of honoring this sacred obligation, America has given the Negro people a bad check which has come back marked "insufficient funds." But we refuse to believe that the bank of justice is bankrupt. We refuse to believe that there are insufficient funds in the great vaults of opportunity of this nation. So we have come to cash this check -- a check that will give us upon demand the riches of freedom and the security of justice. We have also come to this hallowed spot to remind America of the fierce urgency of now. This is no time to engage in the luxury of cooling off or to take the tranquilizing drug of gradualism. Now is the time to rise from the dark and desolate valley of segregation to the sunlit path of racial justice. Now is the time to open the doors of opportunity to all of God's children. Now is the time to lift our nation from the quicksands of racial injustice to the solid rock of brotherhood.
It would be fatal for the nation to overlook the urgency of the moment and to underestimate the determination of the Negro. This sweltering summer of the Negro's legitimate discontent will not pass until there is an invigorating autumn of freedom and equality. Nineteen sixty-three is not an end, but a beginning. Those who hope that the Negro needed to blow off steam and will now be content will have a rude awakening if the nation returns to business as usual. There will be neither rest nor tranquility in America until the Negro is granted his citizenship rights. The whirlwinds of revolt will continue to shake the foundations of our nation until the bright day of justice emerges.
But there is something that I must say to my people who stand on the warm threshold which leads into the palace of justice. In the process of gaining our rightful place we must not be guilty of wrongful deeds. Let us not seek to satisfy our thirst for freedom by drinking from the cup of bitterness and hatred.
We must forever conduct our struggle on the high plane of dignity and discipline. We must not allow our creative protest to degenerate into physical violence. Again and again we must rise to the majestic heights of meeting physical force with soul force. The marvelous new militancy which has engulfed the Negro community must not lead us to distrust of all white people, for many of our white brothers, as evidenced by their presence here today, have come to realize that their destiny is tied up with our destiny and their freedom is inextricably bound to our freedom. We cannot walk alone.
And as we walk, we must make the pledge that we shall march ahead. We cannot turn back. There are those who are asking the devotees of civil rights, "When will you be satisfied?" We can never be satisfied as long as our bodies, heavy with the fatigue of travel, cannot gain lodging in the motels of the highways and the hotels of the cities. We cannot be satisfied as long as the Negro's basic mobility is from a smaller ghetto to a larger one. We can never be satisfied as long as a Negro in Mississippi cannot vote and a Negro in New York believes he has nothing for which to vote. No, no, we are not satisfied, and we will not be satisfied until justice rolls down like waters and righteousness like a mighty stream.
I am not unmindful that some of you have come here out of great trials and tribulations. Some of you have come fresh from narrow cells. Some of you have come from areas where your quest for freedom left you battered by the storms of persecution and staggered by the winds of police brutality. You have been the veterans of creative suffering. Continue to work with the faith that unearned suffering is redemptive.
Go back to Mississippi, go back to Alabama, go back to Georgia, go back to Louisiana, go back to the slums and ghettos of our northern cities, knowing that somehow this situation can and will be changed. Let us not wallow in the valley of despair.
I say to you today, my friends, that in spite of the difficulties and frustrations of the moment, I still have a dream. It is a dream deeply rooted in the American dream.
I have a dream that one day this nation will rise up and live out the true meaning of its creed: "We hold these truths to be self-evident: that all men are created equal."
I have a dream that one day on the red hills of Georgia the sons of former slaves and the sons of former slave owners will be able to sit down together at a table of brotherhood.
I have a dream that one day even the state of Mississippi, a desert state, sweltering with the heat of injustice and oppression, will be transformed into an oasis of freedom and justice.
I have a dream that my four children will one day live in a nation where they will not be judged by the color of their skin but by the content of their character.
I have a dream today.
I have a dream that one day the state of Alabama, whose governor's lips are presently dripping with the words of interposition and nullification, will be transformed into a situation where little black boys and black girls will be able to join hands with little white boys and white girls and walk together as sisters and brothers.
I have a dream today.
I have a dream that one day every valley shall be exalted, every hill and mountain shall be made low, the rough places will be made plain, and the crooked places will be made straight, and the glory of the Lord shall be revealed, and all flesh shall see it together.
This is our hope. This is the faith with which I return to the South. With this faith we will be able to hew out of the mountain of despair a stone of hope. With this faith we will be able to transform the jangling discords of our nation into a beautiful symphony of brotherhood. With this faith we will be able to work together, to pray together, to struggle together, to go to jail together, to stand up for freedom together, knowing that we will be free one day.
This will be the day when all of God's children will be able to sing with a new meaning, "My country, 'tis of thee, sweet land of liberty, of thee I sing. Land where my fathers died, land of the pilgrim's pride, from every mountainside, let freedom ring."
Esteban Kolsky's presentation at the Social Business Forum 2012 was meaningfully titled “Everything you wanted to know about Customer Service using Social but had no one to ask”.
A recent survey by ThinkJar, Kolsky’s independent analyst firm, reported how more than 90% of the interviewed companies consider embracing social channels in customer service the right thing to do for the business and its customers. These numbers shouldn't be too surprising given the popularity of services such as Twitter and Facebook (59% and 60% respectively in the survey) among organizations, the power consumers are gaining online and the 40% preference they have to escalate issues on social services. Moreover, both large enterprises and small businesses are realizing how customer retention is cheaper and easier than customer acquisition.
Many companies are looking at communities and social networks as an opportunity to drive loyalty, satisfaction and word of mouth. However, in this early phase the way they are preparing to launch social support appears to be lacking at best:
66% have no defined processes for customer service over social channels
68% were not able to estimate ROI before deploying social in customer service
Only 8% found the expected ROI
Most of the projects are stuck in the pilot or testing phase
In his interview for the Social Business Thought-Leaders, Esteban discusses how to turn social media hype in business gains by touching upon some of the hottest topics organizations face when approaching social support:
How to go from social media monitoring to actionable insights
How Social CRM should be best positioned in regard to traditional CRM
The importance of integrating social data to transactional data
Conversations with customer service organizations points to 2012 as the year of "understanding what social means for supporting customers". Will 2013 be the year it all becomes reality? We invite you to listen to Esteban Kolsky's interview to understand how to most effectively develop cross-channel strategies that include social channels and improve both customer satisfaction and the overall customer experience.
Why engagement matters in an era of customer experience
R "Ray" Wang Principal Analyst & CEO, Constellation Research
Mobile enterprise, social business, cloud computing, advanced
analytics, and unified communications are converging. Armed with the art of the
possible, innovators are seeking to apply disruptive consumer technologies to
enterprise class uses — call it the consumerization
of IT in the enterprise. The likely results include new methods of
furthering relationships, crafting longer term engagement, and creating
transformational business models. It's part of a shift from transactional
systems to engagement systems.
These transactional systems have been around since the 1950s. You know them
as ERP, finance and accounting systems, or even payroll. These systems are
designed for massive computational scale; users find them rigid and techie.
Meanwhile, we've moved to new engagement systems such as Facebook and Twitter in
the consumer world. The rich usability and intuitive design reflect how users
want to work — and now users are coming to expect the same paradigms and designs
in their enterprise world.
Avoid Social Media Fatigue - Learn the 9 C's of Customer Engagement
Have We Hit a Social-Media Plateau?
In recent years, social media has evolved from a cool but unproven medium to become the foundation of pragmatic social business and a driver of business value. Yet, time is running out for businesses to make the most out of this channel. This isn’t a warning. It’s a fact.
Join leading industry analyst R “Ray” Wang as he explains how to apply the nine Cs of engagement to strengthen customer relationships. Learn:
How to overcome social-media fatigue and make the most of the medium
Why engagement is the most critical factor in the age of overexposure
The nine pillars of successful customer engagement
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This week we’ll be looking at the ever evolving topic of systems
of engagement. This topic continues generating widespread discussion around how we
connect with businesses, employers, governments, and extended social communities
across multiple channels spanning web, mobile and human face to face contact.
Earlier in our Social Business Thought Leader Webcast Series, we had AIIM President John Mancini presenting "Moving from Records to Engagement to Insight" discussing the factors that are driving organizations to think more strategically about the intersection of content management, social technologies, and business processes. John spoke about how Content Management and Enterprise IT are being changed by social technologies and how new technologies are being used to drive innovation and transform processes along and what the implications of this transformation are for information professionals. He used these two slides below to illustrate the evolution from Systems of Record to Systems of Engagement.
More info to come tomorrow on the upcoming webcast this week.
In the spirit of spreading good karma - one of the first things that came to mind as I was thinking about "Engagement" was the evolution of the Marriage Proposal. Someone sent me a link to this link a couple of months ago and it raises the bar on all proposals. I hope you'll enjoy!
On September 13, 2012, I sat down with Altimeter Analyst
Jeremiah Owyang to talk about how enterprise businesses are approaching the
management of both their social media strategies and internal structures.
There’s no longer any question as to whether companies are
adopting social full throttle.That’s
exactly the way it should be, because it’s a top online behavior across all age
groups. For your consumers, it’s an ingrained, normal form of
And beyond connecting with friends, social users are
reaching out for information and service from brands.Jeremiah tells us 29% of Twitter followers
follow a brand and 58% of Facebook users have “Liked” a brand.Even on the B2B side, people act on reviews
Just as in the early 90’s we saw companies move from static
to dynamic web sites, businesses of all sizes are moving from just establishing
a social presence to determining effective and efficient ways to use it.I like to say we’re in the 2nd or
3rd inning of a 9-inning game.Corporate social started out as a Facebook page, it’s multiple channels
servicing customers wherever they are.Social is also moving from merely moderating to analyzing so that the
signal can be separated from the noise, so that impactful influencers can be
separated from other users.
Organizationally, social started with the marketers.Now we’re getting into social selling,
commerce, service, HR, recruiting, and collaboration.That’s Oracle’s concept of enterprise social
relationship management, a framework to extend social across the entire
organization real-time in as holistic a way as possible.
Social requires more corporate coordination than ever
before.One of my favorite statistics is
that the average corporation at enterprise has 178 social accounts, according
to Altimeter.Not all of them active,
not all of them necessary, but 178 of them.That kind of fragmentation creates risk, so the smarter companies will
look for solutions (as opposed to tools) that can organize, scale and
defragment, as well as quickly integrate other networks and technologies that
will come along.
Our conversation goes deep into the various
corporate social structures we’re seeing, as well as the advantages and
disadvantages of each.There are also a
couple of great examples of how known brands used an integrated, holistic
approach to achieve stated social goals.
What’s especially exciting to me is the Oracle SRM framework
for the enterprise provides companywide integration into one seamless
system.This is not a dream.This is going to have substantial business
impact in the next several years.
How is the average organization doing? Not very well according to a number of recent books and reports. A few indicators provide quite a gloomy picture:
Return on assets and invested capitals dropped to 25% of its value in 1965 in the entire US market (see The Shift Index by John Hagel)
Firms are dying faster and faster with the average lifespan of companies listed in the S&P 500 index gone from 67 years in the 1920s to 15 years today (see Creative Disruption by Richard Foster)
Employee engagement ratio, a high level indicator of an organization’s health proved to affect performance outcomes, does not exceed on average 20%-30% (see Employee Engagement, Gallup or The Engagement Gap, Towers Perrin)
In one of the most enjoyable keynotes of the Social Business Forum 2012, Steve Denning (Author of Radical Management and Independent Management Consultant) explained why this is happening and especially what leaders should do to reverse the worrying trends. In this Social Business Thought Leaders series, we asked Steve to collapse some key suggestions in a 2 minutes video that we strongly recommend.
Steve discusses traditional management - that set of principles and practices born in the early 20th century and largely inspired by thinkers such as Frederick Taylor and Henry Ford - as the main responsible for the declining performance of modern organizations. While so many things have changed in the last 100 or so years, most companies are in fact still primarily focused on maximizing profits and efficiency, cutting costs, coordinating individuals top-down through command and control. The issue is, in a knowledge intensive, customer centred, turbulent market like the one we are experiencing, similar concepts are not just alienating employees' passion but also destroying the last source of competitive differentiation left: creativity and the innovative potential.
According to Steve Denning, in a phase change from old industrial to a creative, collaborative, knowledge economy, the answer is hidden in a whole new business ecosystem that puts the individual (both the employee and the customer) at the center of the organization. He calls this new paradigm Radical Management and in the video interview he articulates the huge challenges and amazing rewards our enterprises are facing during this inevitable transition.
Oracle WebCenter is the center of engagement for business—powering
exceptional experiences for customers, partners, and employees. It connects
people, process, and information with the most complete portfolio of portal,
Web experience management, content, imaging and collaboration technologies.