By: Marc-Andre Houle, Principal Manager, Product Management, Oracle Cloud Services
Microsoft (MS) Outlook continues to be one of the most
commonly used email and calendaring tools used by enterprise users. People use
MS Outlook every day to send emails, schedule meetings, and share tasks. But even
though Outlook is marketed as a collaboration tool, it’s not always the most
efficient way to collaborate around content. There are reasons why attaching
files sometimes makes sense, but collaborating with attachments often leads to
confusion and duplication.There are multiple email threads, version control issues and of course, email quota issues. When considering the best means of collaboration, ask yourself this: are multiple people able to collaborate and work on the same content effectively? On their mobile devices even?
To help enterprise users work more
efficiently, the Oracle Documents Cloud Service introduced an add-in for
MS Outlook, which exposes the rich collaboration and content features of the
Oracle Documents Cloud Service from right within the Outlook client. Our add-in for
Outlook makes it easy for people to add links to files, folders, and
conversations within Outlook. So whether you’re composing an email, creating an
event, or a task, you will see an Oracle Documents Cloud Service ribbon item in the
compose window menu that exposes our functionality. If you click the “Add Link”
button, you’re offered three choices: "Document", "Folder", or "Conversation".
If you want to send a link to a document,
you can configure what type of link to send. For example, you can send a
Members Link to people who are already a member of that folder. That link
requires people to login and already be a member of the folder. Or you can send
a "Public Link" to people who don’t already have access to the folder. Clicking
on "Link Options" lets you set options and security on the link that gets sent
out. A link will automatically get created for you, but you can choose to use a
pre-existing link, if one already exists.
As part of the settings, you can set what
permissions are set for each link. Can the people receiving the link download
the file or only be allowed to view it? Or do you want to let them contribute
and make changes to the file? That can all be set here.
For security reasons, you can also limit
who can access the link. The first option is for sharing links with people
outside your organization, while the second option limits it to named users
within your organization. You can also set an expiry date for the link and set
The link then gets added to the body of the
email. The first part of the link is the title of the document and links to the
“View” of the document in Oracle Documents Cloud Service. We also add an easy link
to the “Download the document” feature. This is a normal text link within
MS Outlook that you can change, if you need to.
There are times, however, when it’s not
just a single document you want to share, but rather an entire folder. The
"Folder" picker is similar to the "File" picker, and offers all the same link
options and security settings.
Finally, you can also add a link to a
conversation. Unlike files and folders though, we don’t allow conversations to
be sent out externally or to people who are not members of the conversation.
The options are therefore simpler, but no less powerful. You can send a link to
a conversation and draw people back to the collaboration that’s happening in
Oracle Documents in the context of your project or content.
Oracle Documents Cloud Service' add-in for MS Outlook is installed
automatically with Oracle Documents' Desktop Client, and supports the most common versions
of MS Office, including Office 2007, 2010, 2013, and 2016.
Don’t have Oracle Documents Cloud Service
yet? Then, I highly recommend getting started with a free trial version
available at cloud.oracle.com/documents to see how you can now drive content
and social collaboration anytime, anywhere and on any device.
Author: Mark Paterson,
Director, Oracle Documents Cloud Service Product Management
I think we can all agree that mobile is transforming every
facet of modern society. Along with this powerful trend, Cloud is transforming
every facet of the IT infrastructure. Companies are finding that with the
changing digital landscape, our expectations have changed, not just as a
consumer but as an employee too. The pervasiveness of digital technology and
the convenience of it has permeated into our work world, making business users more
technology savvy, expecting digital convenience in the workplace as well.As such, more and more
users are relying on their mobile smartphones and tablets to continue working
outside of the office.
So, in a
world where work is no longer dictated by location and spans not just geography
but our ecosystem – employees, partners, suppliers and customers, as well as
channels – web, mobile, social, how can you empower your users to drive
effective mobile collaboration?
With our brand new Oracle Documents Cloud Service mobile apps for iOS and Android mobile devices, you can perform pretty much all
of the rich content collaboration functions you’d expect and more, right from the mobile apps.
If you are an existing Oracle Documents Cloud Service user, you will find that all our client applications have had a user interface upgrade, where ease of navigation and contextual actions have been given
highest priority. New users would find navigation and the intuitive interface refreshing.
The new release is also fully integrated with the
Oracle Social Network so we now have conversations and people as first class
citizens in the app meaning:
•Users can create standalone conversations without associating it with files or folders
•Users can browse people’s profiles, follow
them and send each other direct messages
•Members can flag people on conversations, threads and action items, and turn on
•Comprehensive search across people, documents and
So, the new mobile apps allow you to fully interact with your
content and ecosystem - driving a full-fledged communication platform.
I will be doing a complete blog series so that, together, we can look at some of the key mobile collaboration and engagement features in detail. I will be sharing some quick tips on how to use key features of our
apps that help drive effective mobile work. The objective of this series is to allow you to take full advantage of the advanced mobile features of Oracle Documents Cloud Series. In fact, if there are specific features or action where you'd like me to focus, please let me know via comments and I will be sure to add that to the series.Where possible, we have provided brief "How to" videos to offer visual guidance.
The first key feature when you are dealing with content is being
able to actually edit content anywhere at any time and on any device. And that is what I will focus the rest of today's post on.
If you are working on your mobile device, editing content is easy since Oracle Documents Cloud Service provides full support for Microsoft
Office 365 for mobile. As a result, it is just as easy to edit files from your mobile device as
it is from your desktop:
Install both the Microsoft
Office 365 apps and Oracle Documents apps on your iPhone, iPad, or Android
device, then log on to Office 365 and Oracle Documents Cloud Service, and you’re
ready to go. Use it anywhere. The key design feature we focused on here is - familiarity. You will find accessing content on Documents Cloud fairly intuitive and familiar to your mobile habits - swiping to navigate
and tapping to open folders and files. The app guides you through what to do.
Editing a file stored in
Oracle Documents is easy. Launch a Microsoft Office 365 app such as Word, tap
on ‘Open’ and from there you can access multiple locations by tapping on ‘…
More’, and then ‘Locations’ and Oracle Document is listed as an available
location (if this is the first time, you may need to tap on ‘More’ to enable
Oracle Documents as a supported location to store files, from this same screen
you can drag Oracle Documents to the top of the list so it appears as the first
After tapping on Oracle
Documents, you can pick the Oracle Documents account you wish to access and
browse through all your folders find the file you wish to edit.
Your file will open in Word
and you can begin editing. By default, the Mobile Office 365 apps uses "Auto Save"
so all your changes will be saved back to Oracle Documents automatically.
You can also start working
on brand new documents in any of the Mobile Office 365 apps and use the "Save As"
feature. The same locations accessible through "… More" when you did the Open
can also be accessed when you are doing a Save so it is easy to pick a folder
in Oracle Documents to store your new creation.
If you are an Android user,
both Mobile Office 365 on Android and Oracle Documents Cloud Service support the Android
Storage Access Framework which allows for the same type of editing flows.
Check out our latest video for step-by-step visual directions on the steps listed above:
You can always find the Oracle Documents Cloud Service mobile apps in the
App stores. For those who don't have Oracle Documents Cloud Service as yet, a free trial is available from cloud.oracle.com/documents to get you started.
Hope you found this useful, next time I will cover how easy it
is to review videos and audio files.
Author: Marc-Andre Houle, Principal Product Director, Content and Experience Product Management, Oracle
You’ll often hear people say that effective
collaboration starts with effective communication. Unfortunately, the most
common way for enterprise people to communicate is through traditional email,
which is far from effective. Email works well for simple communication, but not
for lengthy discussions, and certainly not for group collaboration. That’s not
to say email is bad or that it’s going away, but it does mean that enterprise
workers are looking for a more effective way to collaborate without relying solely on email.
So, within Oracle Documents Cloud
Service, we introduced our solution to the collaboration problem. By providing
social collaboration features built directly into our powerful content platform,
we’re providing the tools for people to collaborate and communicate more
effectively without ever leaving the context of their collaboration, both
within our application and in the sites and experiences that people build using
The first time you view a document in our
application, whether in our Web client or in our mobile applications, you’ll
notice the presence of a conversation icon. That lets you start a new conversation
in the context of that document. Everyone who can collaborate on that document
can also collaborate in the conversation. You can add annotations, post
messages, reply to messages, and like people’s posts. When you want to draw
someone’s attention to a specific post, you can flag that person on a message
and a notification will get sent to them either by email, mobile notification,
or as a desktop pop-up alert.
As people start to collaborate with you in
conversations, you’ll want to see where those posts are being made and where
people are collaborating with you. From the left-hand navigation pane, you can
click on the “Conversations” tab to show you your list of conversations. That
will include conversations related to files and folders, as well as stand-alone
conversations and one-on-one conversations you may have with another person.
There is an icon on each conversation to show the number of unread messages in
that conversation, so you can see where you might need to catch up. And it’s
possible to expand each row (or all rows, if you want) to show the most recent
post that was made to a conversation. Because the list is sorted by recent
activity, you can see new posts as they are posted, in real-time.
One common problem that people face is not knowing
when there is an important update on one of their conversations when they’re
not active in the user interface. You can configure to receive email
notifications but, as I mentioned earlier, email isn’t always the best way to
collaborate. However, people who have Oracle Documents Cloud Desktop Sync
Client installed will receive pop-up alerts on their desktop for important
activity taking place in their folders and files in Documents Cloud Service.
Each person can configure what types of activity will trigger pop-up alerts.
For example, you can get pop-up alerts for all the posts to all your favorite
conversations or only get notifications for urgent flags that require a reply.
With our mobile-first strategy, our social
features are completely integrated with our content features on all the platforms
we support. That means you can collaborate anywhere and anytime, even when
you’re not in the office or not sitting at your desktop. Oracle Documents Cloud
Service apps are available off of the Apple App Store and Google Play today.
Of course, what we’re offering is more than just a
set of social features; our social capabilities are part of a broader social
platform that people can use to build their own custom sites and experiences. Our
social features and UI are fully embeddable in sites and applications that
people build themselves and the full set of social capabilities are also
exposed in our REST APIs.
Don’t have Oracle Documents Cloud Service
yet? Then, I highly recommend getting started with a free trial version
available at cloud.oracle.com/documents to see how you can now drive content
and social collaboration anytime, anywhere and on any device.
Gearing up for Oracle OpenWorld 2016?
As you prepare for the conference, we wanted to give you a run down of all that
awaits you at Oracle OpenWorld (OOW). Our recent post
provided an overview of all things Content and Experience Management at OOW16
so if you haven’t already done so, I do recommend bookmarking it. And, starting
today, we will do a series of posts on what to expect from the must-attend
sessions in content and experience management. Today we look at the main
Content and Experience
Management: Roadmap and Vision [CON7256] David le Strat, Senior Director, Oracle Monday, Sep 19, 11:00 a.m. | Moscone West—2014
In this session, you will hear Oracle executive, David le
Strat discuss the key focus areas of investment and updates on the Oracle Cloud
portfolio for Cloud and Experience Management, and how existing Oracle
WebCenter customers can leverage the benefits of Cloud. You will also get to see the solutions in
action and explore use cases that are driving digital experiences in our
customer organizations today.
Content and Experience Management is about driving the
complete digital experience from mobile and social collaboration for content
creation, reviews and decision making on content, to publication of the content
across the multiple channels – web, social and mobile, and measuring results on
the same. So why should you care? Here are three reasons why:
First, there is no doubt that we live in a mobile world
today. In a world where we are expected
to always be connected and need to make decisions rapidly, the best mobile
collaboration experience means not just having access to all your content from your mobile devices but also enabling real
time communication with teams and co-workers to build and review content. Mobile collaboration also implies being able
to work the way you want to work –
using mobile productivity suites like MS Office and aggregating information
from back-end applications like CRM, HCM, ERP and others. Has your organization embraced mobile collaboration
Second, content engagement for your ecosystem happens across
multiple different channels – web, mobile, social. You need the right content strategy. Marketers, on average, spend a quarter of
their budget on content and 70% of the content goes unused. To
make content management and consumption more effective, a channel agnostic
approach is required so that content creation, review and delivery can
consistently happen across the different channels. Moreover, delivering insights on content usage
and interaction is critical as it drives up the value of the content and
improves the iterative content management process. What is your multi-channel content management strategy?
Third, while there is lot of focus on native mobile apps,
mobile web delivers the largest share of mobile traffic. Mobile web is at the cusp of significant
disruption. Customers, of course, expect engaging, interactive and content-rich
sites but what if you could take advantage of native device capabilities right
from your web site?
Join us here at OOW to learn more about Oracle’s:
Content and Experience
Management: Roadmap and Vision [CON7256] David le Strat, Senior Director, Oracle Monday, Sep 19, 11:00 a.m. | Moscone West—2014
And don’t forget to follow all things #OracleDX and #OOW16
Today's guest post was contributed by Joshua Duhl, Senior Principal Product Manager for Oracle WebCenter Sites.
Over the past few years, Digital
Experience has tended to be a fast moving market.Driven by changing online consumer behavior, and
fueled by key trends which include the demand for engaging mobile experiences
that maximize efficiencies, simplification of multi-channel content management
that support the reemergence of the brand site, and the personalization of
individual digital experiences, it presents a challenge to marketers attempting
to keep pace.
Web Experience Management or WEM, the
product category focused on the creation and management of digital experiences,
is rapidly changing as well. WEM has grown out of simple web site management or
web content management, to include personalization, social engagement, mobile
engagement and support for multi-channel marketing experiences. Now more than
ever before, marketers are increasingly and actively seeking WEM solutions that
enable them to keep pace with the rapid evolution of digital marketing, and the
relentless demand for engaging, and cross-channel digital experiences.
Oracle’s WebCenter Sites has long
been a market leading WEM solution. With the release of WebCenter Sites
18.104.22.168, Oracle continues to expand the power and impact of WEM solutions, and
keeps marketers in step with these key trends.Let’s take a look at how WebCenter Sites addresses them.
The ability to manage and deliver engaging
mobile experiences is currently the most pressing need we hear from our
customers.Mobile site management is now
seen as an integral part of managing their overall online experience, yet it comes
with a distinct set of requirements that may need to be met separately,
depending upon specific objectives.
WebCenter Sites 22.214.171.124 new mobile
site management option offers marketers the ability to manage their mobile
sites with the same ease as managing their traditional online experience, while
providing flexibility to deliver device-optimized sites as needed. By allowing
content reuse, the utilization of the same tools and experience for site authoring
and publishing processes across web and mobile, and by leveraging responsive
design to reduce site development and speed time to market, marketing can maximize
efficiencies for mobile site development, and deliver a consistent cross-device
brand experience. In addition WebCenter Sites allows marketers to meet mobile-specific
requirements when needed, providing mobile template and site plan customization,
device management, and in-context preview and editing of mobile sites.It also enables full mobile content
targeting, to drive personalized mobile experiences across any mobile device.
Mobile sites can be edited using drag-and-drop tools
and previewed within the same business user interface as the traditional web
Over the past few years, consumers
have turned the tables on brands, dictating how, when and where they want to
experience the brand.As more online
channels have emerged to meet this demand – from brand sites, to micro and
multilingual sites, to email campaigns, through to mobile and social – the
more complex content management has become for online marketers.What we’re seeing now is the reassertion of
the importance of the brand site; the idea of the corporate .com as a center
point of digital experience. The content that drives activity on other online
touch points (email offers, social promotions, microsite landing pages)
ultimately points back to the brand site, where all of these channels converge.
In response to this trend, WebCenter
Sites now enables marketers to search and access content originating from other
channels such as YouTube, Brightcove and other cloud-based stores, or from
enterprise content management systems, like WebCenter Content – in other words
regardless of where it is stored – from within the WebCenter Sites authoring
environment, and incorporate it within brand sites to produce a more unified,
The Oracle WebCenter Sites visual contributor
interface provides web marketers with an easy-to-use site authoring experience,
aggregating content that can originate from a wide variety of sources .
The trend to drive personalized
digital experiences has finally reached the tipping point, where every
organization we engage with has some sort of personalization initiative on
their short list of digital experience priorities.In this new release, WebCenter Sites
addresses a broad range of personalization capabilities including:
Targeting content and experiences to
different customer segments
Making online search more relevant
and intuitive through incorporation of Endeca guided navigation
Providing tools that enable site
visitors to tailor their own online experience
Targeting specific content to mobile
sites and devices
Integration with a fully automated
Advanced vanity URL management to
enable better SEO targeting and campaign landing page management
Of these, the latter two are of
greatest interest to our customers.The
ability to deliver engaging mobile experiences is in part dependent on
delivering personalized, targeted content to specific mobile site visitors.Lastly, our customers are beginning to see
the power of connecting WebCenter Sites native targeting engine to a predictive
solution.It can offset the labor
associated with managing segmenting and targeting through automation, while
delivering higher success rates for metrics like click-throughs andconversions, or driving bottom line results
like recommending higher margin items. We expect to see the most interest and
growth in fully automated predictive system integrations in the coming year.
Lastly, this release also supports
the broader trend of social interaction. Building on the prior 11gR1 release,
WebCenter sites provides expanded social capabilities for faster and easier
development of social pages, and customer login from social sites.These features include:
Drag and drop of social components (polls,
ratings, rankings, comments) directly into pages, with no coding required
Expanded social login support enabling
login to WebCenter Sites using credentials from over 30+ social sites
Support for Oracle Access Management
(OAM) platform for web single sign-on and access management
Publishing directly to Google+ from
The demands of digital experience
continue to deepen and expand.Marketers
need WEM solutions, like Oracle WebCenter Sites, that enable them to address the
changing needs of their visitors, keep up with the rapid evolution of digital
marketing, and meet the relentless demand for engaging, and cross-channel
We all know the value of incorporating social computing features such as comments, ratings, reviews, polls and blogs into the web presence. These kinds of interactive capabilities are essential for driving customer engagement and fostering community around your brand. Ratings and reviews can also play an important role in influencing the buying behavior of other site visitors. Checking out online ratings and reviews is something many of us commonly due before selecting a particular product or service. These social capabilities certainly help cultivate loyal and satisfied customers who in turn recommend your brand to others. But before enabling these kinds of features on your web presence, there are some things you need to consider.
Whether you want to enable product reviews or commenting on articles, you’ll want to assure that the dialogue on your website remains focused and relevant. To accomplish this, you’ll need to consider how best to approach the moderation of the user-contributed content your site visitors will be generating.
With an open community approach, there really is no moderation. All can contribute to the conversation and all contributions are published on your website automatically. While this approach eliminates barriers to participation, encourages a very free dialogue and requires little oversight, there are some serious drawbacks. Open communities can invite spam, trolling or other inappropriate behavior that can be damaging to your brand. For many enterprises, an open community is simply an inappropriate choice.
On the opposite side of the spectrum is a controlled community approach. In this type of approach, all user-generated content is subject to moderation prior to publishing. All contributed content needs to be reviewed and approved by a community manager prior to publication. While this approach encourages contributors to be on their best behavior and provides the community manager with the most control, this approach can result in a considerable delay in the publishing of user-generated content and can discourage social interaction on your web presence.
Enterprises that wish to encourage social interactivity while safeguarding brand integrity may want to consider striking a balance between these two approaches. If your web experience management platform permits it, this can be done by introducing some level of automated or community member triggered moderation. For example, you might employ user white-lists and blacklists to help determine which site visitors require moderation for their comments. You could also use customizable keyword filters that will trigger the moderation of comments that contain specific key words such as profanity. Another option is to enlist members of the community in the moderation process, by enabling site visitors to flag content that they think is inappropriate. When a comment is flagged for moderation by an automated filter or by site visitors, it can automatically be assigned to the appropriate community manager for review, editing, approval or deletion. In this way, low risk user-generated content can be published to your site quickly, while content that may be a cause for concern enters a moderation queue for further review.
See how simple is it to deploy user-generated content features and moderation using Oracle WebCenter Sites.
Today’s guest blog post was written by Stephen Schleifer. Stephen is
Senior Principal Product Manager for Oracle’s Web Content Management (WCM) solution,
Oracle WebCenter Sites.
It’s no secret that the WCM
market has gone through a series of rapid changes over the past five years or
so, in part because the business objectives driving the use of these systems
evolved (from content publishing to online experience), and in part due to the
changing nature and role of corporate websites, or brand sites. We are now living in a multichannel world --
with the rise of social networks, increased use of campaign marketing (including
social media, email marketing and promotional microsites), and of course, the
fact that more people are accessing the web via mobile devices than ever
before. All of this has amounted to
added complexity for web marketers to manage their brand and message across all
these channels, but it has also changed the perception of what role a brand
site, and by way of it, a WCM system, is supposed to play in online marketing.
While most still agree that a brand
site is an important place for customers to acquire information about a
company’s products and services, others propose that as more traffic and leads
are generated through alternate channels that they should become the main focus
of online marketing and customer engagement efforts.
I would argue that it’s not an
either/or proposition, but instead what’s needed more often than not is a more
blended approach, and in fact, your brand site should serve as the centralized
point of your online marketing strategy. Why? Because it’s the one place where all these channels tend to converge -- it’s
the glue that holds your brand and message together across all these diverse customer
touch points. Linking these channels
back to your brand site is also important because it’s the place where you
control the message, and it’s ultimately where you can engage customers in more
dynamic ways, as the experience you create there is entirely of your own
WCM systems are the technology
set that provides the tools for marketers to manage corporate web sites, and
they are unique in their ability to support a wide variety of cross-channel
online marketing value propositions; these include:
–Extending the reach of / re-purposing content between
brand sites and social media: For example, by enabling site visitors to engage
in interactions around site content and then extend the reach of that content
by sharing it to their walls. Or by repurposing content on your site such as
articles, blog posts or promotional offers for publishing on social media
pages. Conversely, many organizations
are choosing to host promotional or educational video on social video sites
such as YouTube, but then integrate those videos within the context of brand
site pages as streaming content. All
this can be facilitated by a WCM system.
–Seamlessly adapting brand site content for
delivery though the mobile channel: Mobile has been a difficult channel for marketers to master, but we’re
at the point where technologies like HTML-5 and approaches like responsive
design where effective mobile web experience has become a reality, as you can
now design once for your branding site, and have those templates instantly
adapted and optimized for mobile delivery. While this is not the only effective approach to mobile web (depending
on your business objectives, you may indeed want to develop mobile templates or
mobile-specific sites), most WCM systems are now flexible enough to support
–Integrating websites with email marketing for cross-channel
marketing automation: Bringing together WCM and email marketing makes
a lot of sense, because the better the two work together, the more consistent,
targeted and effective your online campaigns will be. Both systems leverage content such as text
and images that will need to be duplicated or adapted across channels for web
landing pages, email blasts, etc. -- the more you can centralize the management
of that content for more effective cross-channel publishing, the more you can
be sure that your branding and message will be consistent and clear to your
customer. Both systems also require some
level of personalization to ensure that the various customer segments in a
campaign are spoken to with a relevant message – and whether it’s being
featured in an email or somewhere on your site, that message must remain the
same. Integrating the customer segment
data that is being captured in your WCM system with that in your marketing
campaign system (not to mention CRM) is key to be able to provide a unified
profile across these customer-facing touch points, and in turn can help to
ensure more effective targeting.
Whatever role you decide is best
for your corporate website to play in your online marketing mix, there is no
escaping that it continues to be as relevant as ever in today’s multi-channel
world. Think of it as a kind of digital
hub for online experience, and your WCM system is the backbone for creating and
managing engaging, cross-channel experiences.
We live in very social times – in 60 seconds in today’s
online world, we see 695,000 new searches on Google while 72 hours of new video
is uploaded to YouTube. We send 11 million instant messages and tweet 98,000
times. There are 1389 new blog postings and 695,000 new status updates to
facebook. Meanwhile, Instagram gets 3480 new photos uploaded.
Some of these figures may seem large, some may seem small,
but they all show a trend for more - More - MORE
as the population becomes ever more engaged with our social media world.
We see staggering
statistics of social media usage across the globe – in 2011 YouTube had more
than 1 TRILLION views or to put this in relative terms that would translate to
140 views for every person on the planet Earth. Over 4 billion hours of video
are watched each month on YouTube.
Facebook has 845 million active users that create 3.2 billion likes and
comments every day. Facebook users spend an average of 6 hours, 35 minutes per
month on the site. Facebook has reached 100 billion friendships. There are 250
million photos uploaded each day = 173,611/minute. Let’s face the facts – we are all hooked on
socially engaging via the latest and greatest tools available.
Are you giving your customers, employees and partners the
best online experience they have come to expect from their personal lives?
ARE YOU ENGAGING EVERYONE WITH EXCEPTIONAL
Not to mention that this also usually includes managing huge
QUANTITIES of business data, while replicating the QUALITY of the social media
So then, how do you manage the qualities of a business – including
data and interaction and replicate the quality of the social media experience?
Whether you’ve established a content infrastructure and
you’re ready to build solutions on top; or if you have tactical needs to solve
specific business problems, Oracle WebCenter provides out of the box
applications and a feature-rich foundation to meet your needs.
The more you plug into key applications and use cases, the
more value your content infrastructure provides to the enterprise. Extend your
reach, your ROI, and your value to your organization. Set the stage for future
Employees, Partners, and Customers to Do More With Oracle WebCenter
Did you know that, in addition to enterprise content
management, Oracle WebCenter also includes comprehensive portal, composite
application, collaboration, and Web experience management capabilities?
Does Oracle power your portal solution for intranets,
self-service portals or community websites? If so, did you know that Oracle
WebCenter now also includes comprehensive content, web experience management
and social computing capabilities?
Are you providing your
customers with engaging online experiences using Oracle? If so, you probably
realize that there’s more to exceptional customer engagement than just Web
experience management. You must also empower your business by engaging and
enabling employees and partners to deliver on customers’ expectations.
Now you can do more with WebCenter than ever before by
creating advanced customer facing web solutions to improve customer loyalty and
sales by delivering contextual and targeted multi-channel experiences to users
across mobile, social and web channels. And you can manage the entire content
lifecycle of not just the content in your portals but across your entire
company as well.
Join us for this On Demand Series of 3 Webcasts and learn how
you can provide a new level of engagement.
Your customers expect a brand experience that is engaging, consistent, and connected across Web, mobile, and social channels. To deliver on these expectations, you must transform your online customer experience into one that is personalized and relevant, social and interactive, and optimized for multichannel delivery.
Attend one of Oracle's Forums to learn how Oracle’s Web experience management solution can help you develop a connected and engaging online customer experience that drives sales and loyalty. You’ll learn:
Why the online channel is an ideal place to begin connecting customer touch points
How personalization and targeting improve the effectiveness of online customer experience initiatives
How to get social by creating an interactive online customer experience that builds community engagement
How to optimize the online customer experience for anytime, anywhere engagement
Oracle Forum Philadelphia - Sponsored by Deloitteand Avio Consulting
Wednesday, February 20, 2013 9:00 a.m. – 2:00 p.m. Sullivan's Steakhouse, 700 West Dekalb Pike, King of Prussia, PA 19406, USA Click Here to Register
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Wednesday, February 27, 2013 8:00 a.m. – 12:00 p.m. Crowne Plaza Hotel, 952 Rama IV Rd., Bangkok, Thailand Click Here to Register
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Tuesday, March 5th, 2013 10:00 AM – 2:00 PM The Muse Hotel, 130 West 46th Street, New York, NY, 10036, USA Click Here to Register
Oracle Forum Stockholm - Sponsored by LBi
Thursday, March 14th, 2013 8:30 AM – 11:00 AM Friends Arena, Råsta Strandväg 1, Stockholm, Solna, Sweden Click Here to Register
We wrap up
our week of focusing on the online customer journey by looking at the final two
stages – the service experience and the recommendation experience.
The Service Experience
successfully converted site visitors into paying customers, you’ll want to
assure that it’s easy for customers to continue doing business with you and
help them get the most out of their investment in your products or services. Oftentimes,
in industries like financial services, healthcare, or even government, you’ll
want to provide your customers, patients, or constituents with both a public
online presence where they can find information and engage with your
organization early in the customer journey, and also an online self-service presence
that enables your customers to access secure services where they can conduct
financial transactions, look up personal health information or take advantage
of government services.In cases like
this, the combination of Oracle
WebCenter Sites and Oracle
WebCenter Portal is ideally suited to helping you meet both of these
objectives and ultimately deliver an online experience that is unified,
consistent and seamless as those visiting your web presence evolve from prospects into active
idea of incorporating a self-service aspect into a company’s online engagement
strategy is definitely one that is picking up steam as companies looks at new
ways to service their customers efficiently and effectively online.And not only is online self-service a means
for driving greater efficiencies, the vast majority of customers – 75% -- prefer
to use online support if it’s available and reliable.
The Recommendation Experience
phase that you should consider in your online marketing strategy is the
recommendation phase, whereby satisfied customers become advocates for your brand
and recommend it to others. The opinions that people share about their
experiences with a product or brand are a highly valued source of information
relied upon by prospective customers as they contemplate a purchasing
decision.In fact, 70% of consumers
trust the opinions of other online users, making it one of the most trusted
types of information that potential buyers consider, second only to the
opinions of people they know.1
You can tap
into the influence your satisfied customers can have over prospective customers
by making it easy for them to share their experiences with their social
networks, and to contribute helpful comments, ratings or reviews of your
products and services. The ability to share and contribute socially on your web
presence should be given component of your web presence.You can encourage social sharing and the
contribution of user-generated content by enabling social login on your web
presence, whereby customers can login into your site quickly and easily using
their familiar social networking profiles. Such capabilities are available to
you when you use Oracle WebCenter Sites for web experience management.
concludes our series of posts on the online customer journey.Remember that developing an effective online
experience that supports the customer life cycle is critical to driving sales and earning long
providing your customers with engaging online experiences using Oracle? If so,
you probably realize that there's more to exceptional customer engagement than
just web experience management. You must also empower your business by engaging
and enabling employees and partners to deliver on customers' expectations. Join
us for this Webcast and learn how to meet your engagement goals by doing more
with Oracle WebCenter for portals and enterprise content management.View
For those of you that may have missed the webcast or were stuck at a company holiday party - you'll be glad to hear that the webcast will be available On-Demand starting later today (12/14/12). And any of you who'd like to listen to a quick but informative podcast with Brian - can listen to that here.
Some of you may still be left with questions about how to get from point A to point B and even more confused than when you started thinking about this new world of Digital Darwinism. The post below, grabbed from an abundance of great thought leadership prose on Brian's blog may help you frame the path you need to start walking sooner versus later to stay off of the endangered species list.
As you explore your path forward, please keep Oracle in mind - we do offer a wide range of solutions to help your organization optimize the engagement for your customers, employees and partners.
I’ve been a long-time supporter of MediaTemple’s(MT)Residenceprogram along with Gary Vaynerchuk, Neil Patel, andmany otherswhom I respect. I wanted to share my “7 questions to answer to become a social business” with you here..
Social Media is pervasive and is becoming the new normal in corporate marketing. Brands who get this right are starting to build their own media networks rich with customer connections numbering in the millions. Right now, Coca-Cola has over 34 million fans on Facebook, but they’re hardly alone. Disney follows just behind with 29 million fans, Starbucks boasts 25 million, and Oreo, Red Bull, and Converse play host to over 20 million fans. If we were to look at other networks such as Twitter and Youtube, we would see a recurring theme. People are connecting en masse with the businesses they support and new media represents the ability to cultivate consumer relationships in ways not possible with traditional earned or paid media.
Sounds great right? This might sound abrupt, but the truth is that we’re hardly realizing the potential of what lies before us. Everything begins with understanding not just how other brands are marketing themselves in social media, but also seeing what they’re not doing and envisioning what’s possible.
We’re already approaching the first of many crossroads that new media will present. Do we take the path of a social brand or that of a social business? What’s the difference? A social brand is just that, a business that is remodeling or retrofitting its existing marketing practices to new media. A social business is something altogether different as it embraces introspection and extrospection to reevaluate internal and external processes, systems, and opportunities to transform into a living, breathing entity that adapts to market conditions and opportunities.
It’s a tough decision to make right now especially at a time when all we read about is how much success many businesses are finding without having to answer this very question. With all of the newfound success in social networks, the truth is that we’re only just beginning to learn what’s possible and that’s where you come in. When compared to the investment in time and resources across the board, social media represents only a small part of the mix. But with your help, that’s all about to change.
TheCMO Survey, an organization that disseminates the opinions of top marketers in order to predict the future of markets, recently published a report that gave credence to the fact that social media is taking off. One of the most profound takeaways from the report was this gem; “The “like button” [in Facebook] packs more customer-acquisition punch than other demand-generating activities.” With insights like this, it’s easy to see why the race to social is becoming heated.
The report also highlighted exactly where social fits in the marketing mix today and as you can see, despite all of the hype, it’s not a dominant focus yet. As of August 2011, the percentage of overall marketing budgets dedicated to social media hovered at around 7%. However, in 2012 the investment in social media will climb to 10%. And, in five years, social media is expected to represent almost 18% of the total marketing budget. Think about that for a moment. In 2016, social media will only represent 18%?
Queue the sound of a record scratching here. With businesses finding success in social networks, why are businesses failing to realize the true opportunity brought forth by the ability to listen to, connect with, and engage with customers? While there’s value in earning views, driving traffic, and building connections through the 3F’s (friends, fans and followers), success isn’t just defined simply by what really amounts to low-hanging fruit.
The truth is that businessescannot measurewhat it is they don’t know to value. As a result, innovation in new engagement initiatives is stifled because we’re applying dated or inflexible frameworks to new paradigms. Social media isn’t owned by marketing, but instead the entire organization. This changes everything and makes your role so much more important. It’s up to you to learn how to think outside of the proverbial social media box to see what others don’t, the ability to improve customers experiences through the evolution of a social brand into a social business. Doing so will translate customer insights from what they do and don’t share in social networks into better products, services, and processes.
See, customers want something more from their favorite businesses than creative campaigns, viral content, and everyday dialogue in social networks. Customers want to be heard and they want to know that you’re listening. How businesses use social media must remind them that they’re more than just an audience, consumer, or a conduit to “trigger” a desired social effect.
Herein lies both the challenge and opportunity of social media. It’s bigger than marketing. It’s also bigger than customer service. It’s about building relationships with customers that improve experiences and more importantly, teaches businesses how to re-imagine products and internal processes to better adapt to potential crises and seize new opportunities.
When it comes down to it, Twitter, Facebook, Youtube, Foursquare, are all channels for listening, learning, and engaging. It’s what you do within each channel that builds a community around your brand. And, at the end of the day, the value of the community you build counts for everything. It’s important to understand that we cannot assume that these networks simply exist for people to lineup for our marketing messages or promotional campaigns. Nor can we assume that they’re reeling in anticipation for simple dialogue. They want value. They want recognition. They want access to exclusive information and offers. They need direction, answers and resolution.
What we’re talking about here is the multidimensional makeup of consumers and how a one-sided approach to social media forces the needs for social media to expand beyond traditional marketing to socialize the various departments, lines of business, and functions to engage based on the nature of the situation or opportunity.
In the sameCMO study, it was revealed that marketers believe that social media has a long way to go toward integrating into the overall company strategy. On a scale of 1-7, with one being “not integrated at all” and seven being “very integrated,” 22% chose “one.” Critical functions such as service, HR, sales, R&D, product marketing and development, IR, CSR, etc. are either not engaged or are operating social media within a silo disconnected from other efforts or possibilities. The problem is that customers don’t view a company by silo, instead they see one company, one brand, and their experience in social media forms an impression that eventually contributes to their view of your brand.
The first step here is to understand business priorities and objectives to assess how social media can be additive in achieving these goals. Additionally, surveying the landscape to determine other areas of interest as its specifically related to your business.
• Are customers seeking help or direction?
• Who are your most valuable customers and what are they sharing?
• How can you use social media to acquire and retain customers?
- What ideas are circulating and how can you harness user generated activity and content to innovate or adapt to better meet the needs of customers?
- How can you broaden a single customer view to recognize the varying needs of customers and how your organization can organize around each circumstance?
- What insights exist based on how consumers are interacting with one another? How can this intelligence inform marketing, service, products and other important business initiatives?
- How can your business extend their current efforts to deliver better customer experiences and in turn more effectively unit internal collaboration and communication?
Customer demands far exceed the capabilities of the marketing department. While creating a social brand is a necessary endeavor, building a social business is an investment in customer relevance now and over time. Beyond relevance, a social business fosters a culture of change that unites employees and customers and sets a foundation for meaningful and beneficial relationships. Innovation, communication, and creativity are the natural byproducts of engagement and transformation. As a social brand, we are competing for the moment. As a social business, we are competing the future in all that we do today.
This week, we'll be hosting our last Social Business Thought Leader Series Webcast for 2012. Our featured guest this week will be Brian Solis of Altimeter Group. As we've been going through the preparations for Brian's webcast, it became very clear that an hour's time is barely scraping the surface of the depth of Brian's insights and analysis. Accordingly, in the spirit of sharing Brian's perspective for all of our readers, we'll be featuring guest posts all this week pulled from Brian's larger collection of blog postings on his own website. If you like what you've read here this week, we highly recommend digging deeper into his tome of wisdom.
Guest Post by Brian Solis, Analyst, Altimeter Group as originally featured on his site with the minor change of the video addition at the beginning of the post.
This is the End of Business as Usual and the Beginning of a New Era of Relevance - Brian Solis, Principal Analyst, Altimeter Group
The Times They Are A-Changin’
Come gather ’round people Wherever you roam And admit that the waters Around you have grown And accept it that soon You’ll be drenched to the bone If your time to you Is worth savin’ Then you better start swimmin’ Or you’ll sink like a stone For the times they are a-changin’.
- Bob Dylan
I’m sure you are wondering why I chose lyrics to open this article. If you skimmed through them, stop here for a moment. Go back through the Dylan’s words and take your time. Carefully read, and feel, what it is he’s saying and savor the moment to connect the meaning of his words to the challenges you face today.
His message is as important and true today as it was when they were first written in 1964. The tide is indeed once again turning. And even though the 60s now live in the history books, right here, right now, Dylan is telling us once again that this is our time to not only sink or swim, but to do something amazing.
This is your time. This is our time. But, these times are different and what comes next is difficult to grasp. How people communicate. How people learn and share. How people make decisions. Everything is different now. Think about this…you’re reading this article because it was sent to you via email. Yet more people spend their online time in social networks than they do in email. Duh. According to Nielsen, of the total time spent online 22.5% are connecting and communicating in social networks. To put that in perspective, the time spent in the likes of Facebook, Twitter, and Youtube is greater than online gaming at 9.8%, email at 7.6% and search at 4%.
Imagine for a moment if you and I were connected to one another in Facebook, which just so happens to be the largest social network in the world. How big? Well, Facebook is the size today of the entire Internet in 2004. There are over 1 billion people friending, Liking, commenting, sharing, and engaging in Facebook…that’s roughly 12% of the world’s population.
Twitter has over 200 million users.
Ever hear of tumblr? More time is spent on this popular microblogging community than Twitter.
The point is that the landscape for communication and all that’s affected by human interaction is profoundly different than how you and I learned, shared or talked to one another yesterday. This transformation is only becoming more pervasive and, it’s not going back.
Survival of the Fitting
But social media is just one of the channels we can use to reach people. I must be honest. I’m as much a part of tomorrow as I am of yesteryear. It’s why I spend all of my time researching the evolution of media and its impact on business and culture. Because of you, I share everything I learn in newsletters, emails, blogs, Youtube videos, and also traditional books. I’m dedicated to helping everyone not only understand, but grasp the change that’s before you.
Technologies such as social, mobile, virtual, augmented, et al compel us adapt our story and value proposition and extend our reach to be part of communities we don’t realize exist.
The people who will keep you in business or running tomorrow are the very people you’re not reaching today. Before you continue to read on, allow me to clarify my point of view. My inspiration for writing this is to help you augment, not necessarily replace, the programs you’re running today. We must still reach those whom matter to us in the ways they prefer to be engaged. To reach what I call the connected consumer of Geneeration-C we must too reach them in the ways they wish to be engaged. And in all of my work, how they connect, talk to one another, influence others, and make decisions are not at all like the traditional consumers of the past. Nor are they merely the kids…the Millennial.
Connected consumers are representative across every age group and demographic.
As you can see, use of social networks, media sharing sites, microblogs, blogs, etc. equally span across Gen Y, Gen X, and Baby Boomers. The DNA of connected customers is indiscriminant of age or any other demographic for that matter. This is more about psychographics, the linkage of people through common interests (than it is their age, gender, education, nationality or level of income. Once someone is introduced to the marvels of connectedness, the sensation becomes a contagion. It touches and affects everyone. And, that’s why this isn’t going anywhere but normalcy.
Social networking isn’t just about telling people what you’re doing. Nor is it just about generic, meaningless conversation. Today’s connected consumer is incredibly influential. They’re connected to hundreds and even thousands of other like-minded people. What they experiences, what they support, it’s shared throughout these networks and as information travels, it shapes and steers impressions, decisions, and experiences of others.
For example, if we revisit the Nielsen research, we get an idea of just how big this is becoming. 75% spend heavily on music. How does that translate to the arts? I’d imagine the number is equally impressive. If 53% follow their favorite brand or organization, imagine what’s possible. Just like this email list that connects us, connections in social networks are powerful. The difference is however, that people spend more time in social networks than they do in email.
Everything begins with an understanding of the “5 W’s and H.E.” – Who, What, When, Where, How, and to What Extent? The data that comes back tells you which networks are important to the people you’re trying to reach, how they connect, what they share, what they value, and how to connect with them.
From there, your next steps are to create a community strategy that extends your mission, vision, and value and it align it with the interests, behavior, and values of those you wish to reach and galvanize.
To help, I’ve prepared an action list for you, otherwise known as the 10 Steps Toward New Relevance:
1. Answer why you should engage in social networks and why anyone would want to engage with you
2. Observe what brings them together and define how you can add value to the conversation
3. Identify the influential voices that matter to your world, recognize what’s important to them, and find a way to start a dialogue that can foster a meaningful and mutually beneficial relationship
4. Study the best practices of not just organizations like yours, but also those who are successfully reaching the type of people you’re trying to reach – it’s benching marking against competitors and benchmarking against undefined opportunities
5. Translate all you’ve learned into a convincing presentation written to demonstrate tangible opportunity to your executive board, make the case through numbers, trends, data, insights – understanding they have no idea what’s going on out there and you are both the scout and the navigator (start with a recommended pilot so everyone can learn together)
6. Listen to what they’re saying and develop a process to learn from activity and adapt to interests and steer engagement based on insights
7. Recognize how they use social media and innovate based on what you observe to captivate their attention
8. Align your objectives with their objectives. If you’re unsure of what they’re looking for…ask
9. Invest in the development of content, engagement
10. Build a community, invest in values, spark meaningful dialogue, and offer tangible value…the kind of value they can’t get anywhere else. Take advantage of the medium and the opportunity!
The reality is that we live and compete in a perpetual era of Digital Darwinism, the evolution of consumer behavior when society and technology evolve faster than our ability to adapt. This is why it’s our time to alter our course. We must connect with those who are defining the future of engagement, commerce, business, and how the arts are appreciated and supported.
Even though it is the end of business as usual, it is the beginning of a new age of opportunity. The consumer revolution is already underway, and the question is: How do you better understand the role you play in this production as a connected or social consumer as well as business professional?
Again, this is your time to define a new era of engagement and relevance.
It’s the end of business as usual. Trends such as the mobile web, social media, gamification and real-time are forcing businesses to rethink the way they operate. At the same time, people are embracing a new digital culture across ever expanding networks. Together, these trends have given rise to a new breed of connected consumer, one that is ready to shake the very foundation of business today. This is the age of Digital Darwinism – where society and technology evolve faster than your ability to adapt. How well poised is your brand to survive and thrive in this new environment?
Attend this webcast to hear Altimeter Group digital analyst and futurist, Brian Solis, discuss the rise of connected consumerism and learn how brands can survive Digital Darwinism by better understanding customer expectations, disruptive technology, and the new opportunities that arise from them. You will learn:
How brands are being redefined in the digital consumer landscape and what they can do to create and steer these experiences
Why consumer influence is growing and how businesses can use this to their advantage
How to connect with a rising audience through new touchpoints between consumers, brands, and influencers
Why you need to create a culture of change to earn trust, influence and significance among today’s connected customers
This first-ever Oracle Customer Experience Summit @ OpenWorld kicked off yesterday, bringing together established thought leaders and practitioners in customer experience. The first day saw noted marketing and customer experience thought leader, Seth Godin, take the stage to discuss how rapidly accelerating change and adoption are driving new behaviors and higher expectations in a massively disruptive transformation in which the customer now holds the power. His presentation gave us in-depth insight into this always-connected, always-sharing experience revolution we are witnessing.
If you haven’t yet made it over to the Oracle Customer Experience Summit at The Westin St. Francis and the recently made over Oracle Square (aka Union Square), there’s still time today and tomorrow to network with industry peers and hear best practices from those who have steered their ventures through the disruptive trends of customer experience and have proven, successful strategies to share for driving strategic customer-centric initiatives.
If you’re interested in learning how Oracle WebCenter helps businesses meet the demands of the customer experience revolution, be sure to check out these sessions at the Oracle Customer Experience Summit later today: Using the Online Customer Experience to Drive Engagement and Marketing Success Thursday, Oct 4, 4:15 PM - 5:15 PM - St. Francis - Georgian Mariam Tariq - Senior Director Product Management, Oracle Stephen Schleifer - Senior Principal Product Manager, Oracle Richard Backx - Business IT Architect/Consultant, KPN NL Netco CE Channels Online
The online channel is a critical means of reaching and engaging customers. Online marketing efforts today must be targeted, interactive, and consistent to provide customers with a seamless experience. These efforts must include integrated management of Web, mobile, and social channels—supported by cross-channel customer data and campaigns—and integration with commerce to drive an engaging and differentiated online customer experience. Attend this session to learn how you can use the online channel to increase customer loyalty and drive the success of your marketing initiatives. Empowering Your Frontline Employees: Sales and Service Enterprise Collaboration Thursday, Oct 4, 5:30 PM - 6:30 PM - St. Francis - Elizabethan AB Stephen Fioretti - VP, Product Management, Oracle Peter Doolan - Group Vice President, Sales Engineering, Oracle Andrew Kershaw - Sr Director Business Development, Oracle Marty Marcinczyk - VP Customer Experience Engineering, Comcast
A focus on the employee experience is critical, because it can make or break your customers’ experiences, directly or indirectly. Engaged and empowered frontline employees become your best advocates and inspire your brand champions. This session explores proven approaches and tools, including social collaboration tools, that can help you empower and enable your frontline teams to improve customer and employee experiences.
And before you go, you'll also want to explore the Innovation Tents in Oracle Square which feature leading-edge customer experience demonstrations; attend our customer journey mapping workshop; and learn at sessions focused on innovating differentiated experiences that drive cross-functional alignment.
Oracle Cloud Content and Process power the next wave of productivity, mobile efficiency, and workgroup innovation. Only Oracle offers an integrated suite of content, process and sites cloud services that enable business users to easily collaborate anywhere, simplify business automation, and communicate more effectively.