Social Business & the People Problem

Social business is often described as a journey of technology, process and culture change. Many organisations have focused first on technology – often in a knee-jerk response to social media proliferation. In a bid to ‘do social’, often ‘because everyone else is’, internal social networking platforms, branded Facebook pages and customer communities have been launched without always seeing a great return. Tumbleweed, low engagement or a barrage of negativity can lead to them shutting down entirely, or dying a slow death. The result is burnt fingers and social skepticism. The... Read The Rest →

Markets are conversations… so what? Part II

Following my last post a few folk asked me to expand on how to enable two-way comms. To cut a long story short, if you’re a big company with loads of people wanting to talk, the only way to get scale is to empower your staff to talk to customers. Companies who’ve been around for a long time often can’t see a way to make this happen – or it’s already happening in pockets under the radar and they don’t know how to control it. The important point to remember... Read The Rest →

Markets are conversations… so what?

Despite the old ‘markets are conversations’ mantra being so well used nowadays, many organisations (particularly big ones) are still struggling to get to grips with its true meaning and what they should actually do about it. The long and short of it is that at any given time there will be a bunch of customers out there who want to talk to you and about you. Sometimes they’ll want to complain that the product they bought was the wrong size, wrong colour, broke after a day’s use… sometimes they’ll want... Read The Rest →

The conversations are out there

Many companies still hold a deep-seated fear of two-way conversations with their customers. The idea of enabling direction interaction with individuals seems like a massive can of worms. How can we trust our employees to speak on behalf of the company? Aren’t we inviting trouble? Couldn’t it damage our reputation? How can we control the conversations? How can we eradicate the negatives? Do we really need to be taking this risk anyway? Is it worth it? The answer is yes. It is worth it. In fact you don’t have a... Read The Rest →

Social media circa 1900

This article by planning director Richard Madden from Kitcatt Nohr Alexander Shaw brings up an excellent example of social media in action, circa 1900 – that of the Michelin brothers Édouard and André and their quest to build their car and bicycle tyre brand… by recognising that people were more passionate about food than tyres (shock horror). As Richard says, ‘[The Michelin Guide] was genuinely useful, it invited participation, it was given away free at petrol stations, and readers were invited to provide corrections and suggestions. They were even encouraged... Read The Rest →

Humanity 2.0 on slideshare homepage

Nice one slideshare! “Hey ResonanceBlog! Your presentation Complexity & Humanity 2.0 has been selected amongst the ‘Top Presentations of the Day’ on the SlideShare homepage. Our editorial team would like to thank you for this awesome presentation, that has been chosen from amongst the thousands that are uploaded to SlideShare everday. Congratulations! Have a Great Day! - The SlideShare team p.s. Why not blog/twitter this and let the world know about the masterpiece you have created?”

Big lumpy clumpy balls of crap

Leading on from the previous post about the coolness of chaos…   Have you ever had to deal with a big lumpy piece of complex old software that was written years ago, then updated countless times, new bits added on, a new guy adding another bit, bolt-ons, sticking plasters and fixes… until it’s a big slow cumbersome piece of crap nobody can change or work with?   That’s pretty much industry as it stands – and other big systems for that matter (e.g. government, education). Since the industrial revolution, we’ve... Read The Rest →

Skipping the curve

Most people at some point question what they’re doing… where their life is going… whether they’ve achieved enough or made the correct choices. Whether they should be playing this game or jacking it all in for a beach shack. This post is for all you guys. I, for one, sometimes get sick of the sound of my own voice, repeating the stuff of ‘those who get it’ – as if it’s still brand new. As long as there are ‘those who don’t get it’, perhaps we still feel good about... Read The Rest →

Get out of the way

A few words on the publishing industry, inspired Alan Rusbridger’s [Editor in Chief, Guardian Media] recent comment that “These are the last printing presses we’ll ever buy”; and by an email I just received which included the quote “I would never read a book if I could talk half an hour with the person who wrote it”. Decline factors… - Inefficient many‐to‐many supply chain = high levels of wastage - Risk adverse publishers hamper the emergence of new authors - Entry to distribution channels is a fundamental barrier to new publishers setting up - Market data isn’t successfully harnessed to allow better decision making on which titles to produce - Publishers place more emphasis on fulfilling orders than on understanding customer needs - ICT adoption is... Read The Rest →

Times they are a-changin

It doesn’t matter what industry you’re in… marketing, music, film, publishing, media… we’ve got to face up to the fact that open and transparent services are the future. So hand over control to the people, earn trust, have conversations as opposed to indulging in monologues / broadcasting / messaging and promote enablement, not prevention / hindrance. Thumbs up: Gerd Leonard: http://www.mediafuturist.com/ Radiohead: http://www.radiohead.com Thumbs down: Hakan Roswall, IFPI: http://torrentfreak.com/the-pirate-bay-trial-day-10-calls-for-jail-time-090302/ Feargal Sharkey, UK Music: http://news.bbc.co.uk/1/hi/technology/7722340.stm Duh! As Bob Dylan said: Come gather ’round people Wherever you roam And admit that the waters Around... Read The Rest →

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