Is Social Business an Evolution or Revolution?: Webcast Q&A
By Kellsey Ruppel-Oracle on Feb 24, 2012
Thank you to those of you who attended the first webcast in our Oracle Social Business Thought Leaders series yesterday.
Christian Finn and Andy Mulholland shared their thoughts on whether social business is an evolution or revoltion. Andy hit home on the fact that technology is at a crossroads today. It has always played a key role in spearheading business success and continues to be a driving force for impacting innovation and change. He went on to explain that the key to enabling business innovation is recognizing the shift from the computer being at the core of technology development to people becoming the central focus.
We had some great questions that came up, and here is a recap of them below.
What requirements are needed for organizations to become "social businesses"?
Mulholland: In common with many others who have experienced using social networking in their day to day activities I believe the change is as much cultural as organizational, telling people to use a social network seldom works, as for most people the first question will be ‘does this help me in my daily work’. Asking them to spend extra time monitoring a social network in addition to email wont encourage them, instead look for knowledge workers in a part of the enterprise that is sufficiently large that the target group of knowledge workers won’t know all the members of the social network. These environments gain most from Social networks as the questions and events are ‘unstructured’ and require the experience and tacit knowledge inherent in the members and the ability to interact and exchange information between people who are unknown to each other around the topics represents a clear difference from e mail. In such a community email usage can be expected to drop by up to 40% thus encouraging more and more people who are knowledge workers to see this as their principle means of communication. This effect then tends to draw in non knowledge workers who find this is a better medium to get their periodic questions answered.
Is there a difference between Social Business being a revolution socially vs economically? Will this change total economic output or just distribute it differently?
Finn: It will definitely distribute things differently. It is probably too early to tell whether it will raise overall economic output. But certainly, businesses that are more effective in the social dimension will reap greater rewards.
Do you think social media tools will replace email at work?
Mulholland: No I don’t in the foreseeable future is the simple answer any more than the use of paper based intercompany communication has been superseded by email. There is a place where each adds value and in one to one communication as an example email works well and that tends to mean that senior management is happy to continue to use it in their ‘structured’ work around the key business managers activities which is well known to them. The question is longer term if that will continue to be a separate tool or will, as is happening in social communities, the ability to operate a person to person private communication do away with the need.
Does Social Business imply that a firm’s thought-leaders and experts become tangible or at least monetized assets? (i.e. does the fact that I have an expert visible to the consumer relate to a dollar value?)
In your opinion, what do managers fear most about social media use in organizations?
Mulholland: Loss of control!!! And inability to use the technology showing up their own limitations as a secondary ‘quiet’ challenge. Btw both these challenges also occurred when email was being adopted in the mid 90s around the changing business model that ERP under Business Process Re-Engineering introduced and drive the adoption of email to communicate outside departmental structures and along the process threads. Today an event driven front office responding to the diversity of market and customers activities using social tools for answers seems just as dangerously outside the established management communication structure. In practice the whole goal is to answer the questions and responses in a manner that can align this unstructured environment with the established structure and working practices of the enterprise and its processes and knowledge Management.
How do we get a more accurate social representation of feedback as it tends to be more to the extremes of very good or very poor. In the middle, folks do not seem terribly interested in participating?
Finn: It depends on where the feedback is being given. In general, contexts that have strong reciprocity will tend to have solid feedback. Such as within a community of interest or practice, whether that’s formal or not. On the other hand, anonymous Internet comments are the Wild Wild West. Within organizations, requiring people to give feedback under their real names does improve quality, but it tends to skew toward positive only, with few low scores.
Mulholland: The broad answer is front office where the work is unstructured and the number of people is sufficiently high that nobody will know all of their colleagues by name or role, in these environments the ability to ask a question that will be automatically be directed to the community with the relevant expertise and avoid wasting the time of everyone who is not involved is a double win. I.e. on one hand the people whose knowledge you are seeking will be able to respond and on the other the remainder will not have their time wasted. Email reductions of 40% seem to be common and leave people with the time to do their real job!! But there is a further win, analysis of the social networking conversations and flow reveals new insights into what is really happening in this complex area, as an example the oracle Utilities Service engineers suite allows field engineers to share knowledge and experience but also to analysis this to gain new insights into what is happening in terms of types of faults, ways to solve problems, who has which knowledge and experience etc. all very real and important new insights into vitally important human centric activities that was not previously possible.
Mulholland: There is little doubt the sub 30 or may be 35 years old people grew up on line with the internet, web and increasingly with a different view to how they communicate, share and learn. To them it is natural to work in real time, to find information from others, to place views into social networks, and frankly to expect to be in a social networked online environment. Indeed their expectation of this is so developed that if a company doesn’t provide this environment they will find ways to create it on public social networks. This will rob any enterprise of the all important ability to gain information and insights to offer very real levels of improvement to their levels of interaction with customers, markets etc. I liken it to the service engineers or the sales people going into a locked room to discuss all important aspects of their work and how to improve it whilst keeping the management out of the room, crazy but quite literally what happens in enterprises that don’t wake up to the value social tools bring.