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This week Jive published a paper listing seven steps to get a handle on social applications in the enterprise. My favorite nugget of advice is the second step that reads, "Acknowledge that social is like water. It goes around all barriers...so rather than try to dam it or push it back, you have to channel it." It highlights how resistance to social in the enterprise is futile, and that it's best to accept social as part of your business.

 

But why channel social? Why accept it as part of your business? If you want to get a glimpse of how social business can drive significant productivity gains, read more here. In this blog post, however, I focus on a few key benefits IT will see by channeling social. I don't do this to diminish the value social provides to the business, rather, to focus on the challenges IT faces by providing a service that presents new and quickly evolving challenges. In the seven steps paper we say, "once you accept social as part of your business you can develop a strategy to make it a positive and secure part of your business." But my recent conversations with IT go much deeper than that. Chime in here and post your thoughts. Do you think you can and should channel social? Why? Why not? What benefits do you think you'll gain?

 

Based on recent conversations I've had with customers, here's what I'm hearing around channeling social and why it's important. First of all, those who channel the use of social technologies simply because it's futile to block them are missing out on a few key benefits: increased visibility, decreased (or controlled) risk, and reduced costs. Before we dig into these benefits, let's look at the two types of social technologies that are commonly brought into the enterprise, and how to channel each.

 

1) The Social Business Platform

 

A social business platform makes it possible to easily engage the people that matter most: customers, employees, partners, anyone else your organization needs to connect with. It provides the fundamental user experience (and associated plumbing) for connecting people and the information they need to make decisions and get their jobs done faster. Think content sharing, automatic recommendations, microblogging, mobile connectivity, profile searching, discussions, you get the picture.

 

The reason for channeling social through a platform is straightforward. You either provide a secure, centralized, and supported platform that enables social collaboration--or you don't. If you don't, your users will bring all sorts of unsanctioned technology into the enterprise in the form of wikis, blogs, and such. Most organizations I've talked with have between four and thirty separate wikis before they centralize on Jive. Add document sharing sites, microblogging tools, and other collaborative tools and the number of disconnected social point tools is staggering. A social business platform makes it possible to engage fellow employees, customers, and the social web in a centralized, secure and scalable way. This is especially important when you need to support communities and social interactions that span the firewall. Remember, this is not Facebook for the enterprise. Users of your social business platform will not be posting pictures of what they had for dinner last night to share with a hundred and fifty friends. You need to support a sophisticated set of capabilities that drive productivity throughout the organization. Your users will be engaging hundreds of thousands of coworkers, millions of customers, and they'll be sharing things like training videos, executive communications, critical project tasks, red-lined legal documents, product feedback, and more. Frankly, most organizations we talk to today realize it's irresponsible to not provide an enterprise-class platform to support this kind of social business engagement. So let's get into the piece of social business that is more challenging to channel.

 

2) Social Business Applications

 

Once you've given your organization a way to engage people in a meaningful way, don't be fooled--you're not done channeling social. More is on the way. The second category of technology to consider are the social, Web 2.0 apps being brought into the enterprise. Unlike a social business platform that provides the foundational social interaction capabilities, these apps are laser focused on helping people perform a specific function--social or not. They focus more on creating, managing and sharing content, rather than on providing a platform for engaging large communities.

 

Here are a few examples of popular social business applications. Gliffy offers easy, but powerful online diagramming that makes Visio look 20 years out of date. Box.net provides simple, secure, ubiquitous document sharing and management that makes Sharepoint look unwieldy and expensive. Tungle.me makes scheduling easy, even across organization boundaries and across different calendars and implementations of Microsoft Exchange. These applications make it easy to create and share information. It's only natural for users to want to use these to create content that they share and collaborate around with others in their social business network. If you don't give users a way to include these apps in their social experience, they'll go around you and use them anyway. In fact, recent Forrester research suggests that at least one in every three workers brings an unsanctioned Web 2.0 tool to work.

 

As you think about channeling social in the enterprise, it's important to treat social business apps separate from the platform. Now granted, as a Jive employee I'm extremely biased, but my take is that your social business platform should provide you with the ability to channel these social apps. In fact, it should do way more than that. It should integrate the information from these apps and your social business platform seamlessly. Plus, it should provide you with the control you need to enable social apps, without compromising your enterprise values.

 

The Benefits of Channeling Social

 

To go back to our initial question, why? What is the value of channeling social? The quick answer is that it offers increased visibility, decreased (or controlled) risk, and reduced costs.

 

With increased visibility you get insight into how social apps are being used across the enterprise. You know exactly what apps are being used, and by whom. For the control freak in you this means you evaluate the apps being used: Do they fit your organization's risk profile? For the innovator in you, a small group of users may have stumbled upon an application that you recognize as valuable to other parts of the organization. You can now bring that innovative app to those teams.

 

Next, channeling social helps you manage the risks that are otherwise uncontrollable with unsanctioned Web 2.0 apps. If you see an application being used that you deem too risky to your organization, you should be able to disable access to it. Besides giving you control, it gives you an opportunity to explain to the business why apps like this are not allowed.

 

And finally, channeling social helps reduce costs. When you have visibility into app usage, either individual or departmental usage, you have an accurate picture of app adoption. Is an app being used by just a few users? Is there rampant use of an app? Would you get a better deal to get an enterprise-wide license rather than a string of individual license. We think it should be simple to monitor that usage and then simply switch licenses for those apps to allow enterprise-wide access at better deal.

 

In summary, my take is that it's important for IT to channel social rather than dam it. But don't channel it simply because blocking it is futile. Understand the benefits of channeling social so you can be sure to take advantage of it by increasing the visibility you have of social in the enterprise, by decreasing risk associated with rogue Web 2.0 tools, and by reduced the costs associated with decentralized app licenses.

 

What's your take on channeling social? Can it be done? If so, what benefits are to be had?

 

And again, here's the link to grab the paper that spawned this discussion, let us know what you think.

One of the more interesting facets of the Super Bowl ad game was the "fight within the fight". As we watched the ads roll by and the social web explode with commentary we could see the winners and losers in each market category start to emerge. Better yet, they all threw punches at each other!  Audi took shots at Mercedes, Verizon at AT&T (and vice versa!) and so on. As part of our social media Super Bowl analysis, we also put together a scoreboard for winners in the major product categories. Keep reading below for more commentary on why these brands won their segments and how viewers reacted.


http://dl.dropbox.com/u/1586722/category.png

Redux on the winners:

Automotive - Chrysler - The motor city stalwart did a phenomenal job of storytelling and evoking positive emotion. The narrative, Eminem's 8 Mile chords, the visual imagery and ultimately Eminem himself delivering the message came together beautifully and had a strong impact on viewers. The commentary was positive and generally broad in terms of what people liked about it, but the "great storytelling" meme was the most picked up element.


Entertainment - Glee - Fox's super-hyped hit show had tons of support and action throughout the Super Bowl. At one point early on in the 2nd quarter they were leading by a mile, but the Chrysler ad changed everything and took the overall lead. Numbers in the 4th quarter of the game showed Chrysler was to win the overall. However, as the 4th drew to a close Fox peppered in a few more Glee plugs during TV-timeouts and Glee moved back into the overall lead. In the end, when the dust settled, Glee won by only 1000 mentions.


Food & Drink - Doritos - While we didn't witness a mano--a-mano fight with Fritos or Pringles, the Doritos ads were definitely talked about! What we witnessed was interesting - a build-up of commentary and positive sentiment over the course of the 1st quarter where they peppered three commercials in. The first ad with the Pug and door left people a bit puzzled, the second ad with the finger-licking left some folks downright disgusted, and the third with the magic Dorito dust put a smile on faces. In the end, Doritos was #3 overall and easily won the category.


Technology - Motorola - In this segment we rolled up both websites and technology companies (including AT&T and Verizon). Although Groupon had a higher number of total mentions, we are giving the nod to Motorola as their sentiment score was in positive territory. As far as a brand/product launch goes - the Xoom tablet and the Orwell-meets-Gattica ad had people talking.


Websites - E*Trade - Here's a category worth discussing. As you saw in the overall scoreboard, Groupon came in 5th due to the amount of buzz around their broadly disliked ads. In our category winner analysis however, overall sentiment weighs in.  Given that both GoDaddy and Salesforce Chatter are populated the "worst of the 'bowl" boards, they got DQ'd from the category. As such E*Trade, who was in the 3rd spot with over 3000 mentions finds itself on top.


Consumer Goods - Sketchers - This brand scored a late-in-the-game major touchdown thanks to casting Kim Kardashian in a racy ad that, well, had little to do with the shoes. Kim has over 6 millions twitter followers - so no surprise this blew up on the social web.


I have to also give an honorable mention to Audi. Among the Teutonic carmakers, they came out first with a well-received, out-of-the-ordinary spot, which made Mercedes play the role of Grandpa. Some folks didn't like the Kenny G cameo, but overall it resonated well and got many laughs. Audi also deserves kudos for being the most socially advanced of all..As far as I've seen Audi was the only advertiser to launch a twitter hashtag campaign prior to the Super Bowl as a tie-in. This strategy has been very effective and has been covered by the tech, auto and ad press quite a bit. When we added up both the hashtag mentions and brand mentions, Merc and BMW were no where close in terms of buzz.


If you missed any of these great ads - check them out here: http://superbowlads.fanhouse.com/2011


The data:

Using Jive Social Media Engagement's realtime analytics platform, we looked at buzz on Twitter and Facebook. Jive counted total mentions (including retweets) across the main social networking sites and evaluated the relative popularity within the results across the 40+ brands were included in our analysis. A number of qualifying topics and keywords were also included [baseline qualifiers for all brands: ad, tv, super, superbowl, football, spot, commercial, XLV] that help improve the relevance and accuracy around Super Bowl-specific mentions. In some cases we added topical filters and additional keywords for further noise reduction. The focus of the analysis was the popularity and the size of conversation compared to the other brands.

With over 40 brands represented at the Super Bowl and millions spent on 30 second spots, who really came out on top, and who lost big? We turned to the scoreboard of the social web, Jive Social Media Engagement for the answer. We tracked every major advertiser during the game and ranked the top 10 buzzworthy brands. Here's the highlight reel. Does the winner surprise you? What did YOU think?

http://dl.dropbox.com/u/1586722/top10.png

 

The data:

Using Jive Social Media Engagement's realtime analytics platform, we looked at buzz on Twitter and Facebook. Jive counted total mentions (including retweets) across the main social networks and evaluated the relative popularity within the results across the 40+ brands were included in our analysis. A number of qualifying topics and keywords were also included [baseline qualifiers for all brands: ad, tv, super, superbowl, football, spot, commercial, XLV] that help improve the relevance and accuracy around Super Bowl-specific mentions. In some cases we added topical filters and additional keywords for further noise reduction. The focus of the analysis was the popularity and the size of conversation compared to the other brands.

I get asked this question at least once a day... and I bet you get asked this as well:

 

“Does Social Business software produce tangible business benefits?”

 

Your colleagues (and your boss) hear the word 'social' and immediately think of Facebook, Twitter, or other social sites really meant for interacting with friends in your personal life.

 

I’ve spent countless hours telling these people about the amazing things you, our customers, are doing with Social Business at work. You are revolutionizing your businesses in many ways.

 

“But,” people protest, “We want numbers! We need charts and graphs!“

 

Until recently, it was hard to quantify the business impact of these initiatives.

 

So, in December, we commissioned a Jive customer-wide survey, with the goal of determining the business benefits that you and Social Business are driving in your organization.

 

Your response was overwhelming. Typically, a stellar response rate for a survey like this is 1%. You responded at well over six times that rate with over 500 responses from more than 300 individual companies worldwide. That’s yet another indication of the passion and dedication you have for driving the Social Business revolution.

 

In addition to providing information about the business impact, we asked you for feedback on our roadmap, our customer support, and many other aspects of how we partner with you. Thank you for participating, and thank you for sharing your thoughts with us. Your feedback helps us improve our products and services.

 

Many of you have asked us to share the aggregate information from the survey. I’m thrilled to be able to do that here. We plan to run this survey again on a regular basis. If there are other business value questions you’d be interesting in seeing us track, please comment on this post or tweet me @tonyzingale to let us know.

 

Thanks again, and I look forward to continuing to drive the new way to business together in 2011!

 

Jive Customer Survey Results

 

Key Finding #1: Social Business Drives Breakthrough Business Results

 

It's clear from your responses that Social Business is driving business value and generating return on investment.  Here are the top benefits you told us you're realizing with Jive and Social Business:

 

Customer Engagement Benefits:

Survey summary for TechCrunch Interview-6.pptx-7.jpg

   (click on the picture to enlarge)

 

Employee Engagement Benefits:

Survey summary for TechCrunch Interview-6.pptx-5.jpg

   (click on the picture to enlarge)

 

Key Finding #2: Social Business Software Adoption is Pervasive

 

Eighty-three percent of respondents reported that they see significant value from enterprise-wide Social Business initiatives. This indicates that Social Business is materially impacting many different business processes, from the way we collaborate internally to the way we engage with our customers.

 

In addition, Social Business is gaining widespread adoption across many industries. Over 35 industries were represented in the survey, including high tech, financial services, telecom, media, healthcare, government and many others. Social Business is becoming the new way to business, period.

 

Key Finding #3: Social Business is Mission-Critical

 

The last finding is not a surprise. It is clear that Social Business is a mission-critical initiative that requires a tight partnership between IT and Business to be successful. IT needs to be closely involved with the social business implementation to ensure that the system has the right scalability, security and corporate governance standards required by the enterprise.

 

You can read the full survey results here...

 

Tony Z

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