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Are Social Businesses Really More Innovative?
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Alison_Diana
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Alison_Diana,
User Rank: Author
7/23/2014 | 9:09:41 AM
Re: views
Quantifiable or not, surely by getting input from stakeholders -- whether from an internal social network or broad public social networks -- an organization has a much bigger opportunity to improve its product or service, simply because users (whoever they may be) have a simple way of communicating? Granted, many studies find those who are dissatisfied are more vocal than those who like something so that must be taken into account! But social media is also a great tool for education, whether it's about a new internal service or a brand new product, which is crucial to success. 
soozyg
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soozyg,
User Rank: Ninja
7/18/2014 | 10:40:09 PM
Re: What innovation or business value
I agree. I think surveys are unhelpful and the answers are skewed unless their are related to a very specific goal or, like you say, are done before and after an event.
Ericzigus
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Ericzigus,
User Rank: Apprentice
7/18/2014 | 8:04:56 PM
Re: What innovation or business value
Not sure why that got posted as anon -

 

Surveys and questionnaires can provide some insights for sure. Especially when a comparison is done before and after implementation. I would just make sure that the survey is measuring something related to the goals of the implementation. If it is not done before and then after, they But while they still can provide some information, but that information will will be more anecdotal.
anon4707399127
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anon4707399127,
User Rank: Apprentice
7/18/2014 | 1:42:01 PM
Re: What innovation or business value
Surveys and questionnaires can provide some insights for sure. Especially when a comparison is done before and after implementation. I would just make sure that the survey is measuring something related to the goals of the implementation. If it is not done before and then after, they But while they still can provide some information, but that information will will be more anecdotal.
soozyg
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soozyg,
User Rank: Ninja
7/18/2014 | 12:19:32 PM
Re: What innovation or business value
Ericzigus, what about surveys and questionnaires? Do you think they are accurate or helpful? What is your experience?
soozyg
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soozyg,
User Rank: Ninja
7/18/2014 | 12:18:00 PM
views
Anyone who has worked in a large company knows that the views of executives can often be wildly different from those in the trenches.

And not just views of the markeplace. Executives often have a very different view of the internal workings of the company. Sometimes it's quite unrealistic.
Ericzigus
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Ericzigus,
User Rank: Apprentice
7/17/2014 | 8:11:14 PM
What innovation or business value
I find that to measure anything (innovation, business value, effectiveness) associated with social business or esn or any new technology implementation your best bet is to do a somewhat controlled "experiment" , measuring before and after implementation while trying to keep as many unknown variables from impacting the data. If you implement an #esn, define what your goal is, determine how you will measure and show you have met your goal, and then measure before and after the tech implementation.
Brian.Dean
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Brian.Dean,
User Rank: Ninja
7/16/2014 | 6:12:07 PM
Re: Measuring impact of social collaboration
As products and services become increasingly complex, firms have to communicate with their consumer base to a greater extent, and communication needs to be both-ways, that leads all the way to the CEO. For example, Microsoft was initially to require the Xbox One to perform a check function, once every 24 hours in-order for the console to work, but later Don Mattrick read a blog in which a submariner stated that it would be difficult to provide 24/7 connectivity to the console, and changed its online requirement. 

Product documentation creation has been an important process since a long time but recently, online reviews and more importantly, positive online reviews can make or break a product. Amazon understands the value that these reviews provide to their site, that why Amazon removed Mediabridge's account when the company tried to sue a reviewer. Beyond information that documentation and reviews provide, a public process also introduces a kind of peer review process.

Measuring performance levels becomes a little complex as different business models would result in different outcomes. For instance, if a firm is mostly proprietary, then detailed information sharing would be limited, but if a firm is mostly open source, then this model requires economies of scale, a large developer community and partnerships, etc., resulting in information that is anything but limited.
jordanfrank
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jordanfrank,
User Rank: Apprentice
7/16/2014 | 10:31:18 AM
Measuring impact of social collaboration
Dennis -- Return On Information / ROI for social collaboration comes up routinely on my blog. The keys are to understand return on information (what you put into the system) vs. return on investment (the dollars you put into the system) and what you get out, routinely through business process excellence and occasionally (and more substantially) through epiphany, insight, better decisions due to better and more immediately available information.  

In cases like Alcoa Tackles IT Projects and Compliance, a Deloitte study calculated a 62% return on adopting TeamPage for a compliance process. Great result, but this is an example of a simple routine improvement in process vs. the more substantial benefits they achieved by cutting ERP deployment time by 50% (saving many months of IT time and, more importantly, accelerating the business which could achieve greater monetary return by using the ERP sooner). 

In a very early case study --  Dark Blogs Case Study #1 - A European Pharmaceutical Group -- a firm deployed a system to share market and competitive intelligence information. In at least one case, the passage of information changed a multi-million dollar negotiation only moments before it was to begin. The return of this nature simply isn't quantifiable because this is one of many practically serendipitous human to digital to human connections that pays off in massive numbers. 

 

--- Jordan


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