The Social Contact Centre

to a social networking way of working through the eyes of a Contact Centre manager

Posts Tagged ‘Wikinomics

Doing your Social homework

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So imagine social networking  was Biology. My daughters have spent a couple of months and I feel extremely sorry for them. I remember revising some subjects where I wasn’t quite “getting it” and feeling very vulnerable. There is a danger that we think we know it all and stop doing our own revision. Social Networking is developing so quickly that we have to keep learning, benchmarking and testing. Imagine it was a subject with an exam next week. What would you do differently if you wanted to be sure of passing?

One way is to read the literature. There is no easy textbook but I would recommend Wikinomics – How Mass Collaboration Changes Everything by Don Tapscott and Anthony Williams http://www.wikinomics.com/book/. It was written in 2006 but has been updated since then. It lays out the principles of social networking and Web 2.0 with some excellent business examples. It demonstrates clearly the difference between social neworking and social media and is timeless because of it. Its references to  MySpace bely its age but it doesn’t matter because you can just replace the references with Facebook and not lose the power of the story. As with many worthwhile projects like this it doesn’t end with the book. It has been updated but there is also a wiki around the Playbook. @dtapscott is on Twitter and has 32,000 followers!

You then need a playbook. In a world where everything is even now still quite new I really like Groundswell http://empowered.forrester.com/groundswell/book.html by Charlene Li and Josh Bernoff. It lays down the principles but then defines a simple framework for businesses to follow. I say “simple” but that’s surely the hallmark of a great business book.

This highlights a need to use your personal social networking presence for learning and collaboration as well as for your own business development. There is a wealth of knowledge and experience to take advantage of and to contribute to. There are some visionaries out there with some huge ideas which are worth looking at and Web 2.0 has encouraged them to share. One of my favourites is www.managementexchange.com/hack/social-architecture-manifesto by Luc Galoppin (@lucgaloppin) which is beautifully written, thought provoking and quite wonderful.

Written by greencontact

July 27, 2012 at 10:09 am