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No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
Enterprise 2.0: Social Software on Intranets A Report From the Front Lines of Enterprise Community, Collaboration, and Social Networking Projects
IBM (US) If there is a Web 2.0 tool that exists, you can be assured that IBM has an internal version of it. And while they have every tool you can think of, they are not satisfied with just having an internally branded application. They work tirelessly to optimize the way any tool is integrated into existing systems. The IBM team says they believe users should trip over new technology while they are doing their usual tasks. To provide this level of integration, the company sponsors a Technology Adoption program, where each new tool has a sandbox. There an employee can introduce it, test it, try it out with users, gain feedback and prove it’s worth; all before reaching out to the organization for backing. All of IBM’s social tools go through this rigorous process.
No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
When all else is equal, Social Capital differentiates you
[research shows that] people with larger contact networks obtain higher-paying positions than people with small networks. A similar finding in social support research shows that persons with larger networks tend to live longer.
Personal contacts get significant information to you before the average person receives it. That early warning is an opportunity to act on the information yourself or to invest it back into the network by passing it on to a friend who could benefit from it.
Personal contacts get your name mentioned at the right time in the right place so that opportunities are presented to you.
Source: Ronald Burt, The Social Structure of Competition, from the book Networks in the Knowledge Economy
With every birthday reminder, bill confirmation, new friend, direct message, password recovery, and mailing list, the content of our inboxes becomes less and less a means of communication and more and more a record of all we do online. Email is the lowest common denominator of digital identity. It’s our web keychain. It’s the catch-all of our online lives.
No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
10 million referrals analysed
The top channels of sharing include, email, instant messenger, social networking sites Email and IM continue to be the most popular mediums of sharing Facebook rules the sharing in the social networking channel
Twitter is growing in popularity but is still just 5% among social networks. Only 2% of shares happen over Bookmarking sites. In the Email channel, Yahoo Mail is the most preferred, followed by MSN. Google’s services like Google Bookmarking, Google Talk, and Gmail, are lagging in their respective
channels when it comes to shared content LinkedIn, as a networking site, ranks the lowest when it comes to social media sharing.
No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
People still send hand-written letters via snail mail. Nearly all sites on the web that require registration require an email address. Email notifies you of updates from all social networks you are a part of. We haven't seen any evidence yet that Google Wave really is the next big thing. Email is universal, and social networks are not. There are plenty of people who have no interest in joining social networks. Email is still improving. Even social networks themselves recognize the importance of email. More social media use means more email use. Nielsen. As far as marketing is concerned, email is doing pretty well.
No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
Some guidelines to help find balance Publish how you prefer to be contacted. Reduce your use of email as much as possible – choose the tool carefully, then
communicate Move as much 1-to-1 communication into 1-to-many If an email conversation involves more than 5 people then shift it elsewhere Make your tools as simple to use as possible Ban file attachments & instead link to a social file share Encourage role modelling of good behaviours by senior staff There are many tools far worse than email
– Faxes - except for legal purposes– Printed letters - handwrite them or don’t bother– Phone calls - limited to close friends, family, and last minute coordination– Voicemails - don't bother, send a text message instead
Start with small steps rather than trying to change the world in one go
REALITY CHECK: How does the person you want to deal with PREFER to collaborate? They determine your choice of toolset … make they wrong choice and they probably won’t respond!
No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
So is microblogging a panacea or opening another pandora’s box?
Panacea?– Faster– Client agnostic– Ultimate in mobility– More frequent and informal– No maintaining of distribution lists– Threaded responses– Serendipity of hash tags– Constant stream– Questions to the ‘crowd’– Public profile richness– Scales well in some ways– Saves time
Pandora’s box?– Less personal & intimate– Limited space for detail– Broken links– Not sufficiently secure to send
confidential employee info– Cumbersome to create– Hard to ascertain community or focus– Limited history– Lacking agents/reminders– Noise to signal/value ratio– Can’t segment friends or followers– Identity is linked to communication– Scales badly in other ways– Wastes time
No more e-mail: Pandora’s box or Universal Panacea? An IBM experienceNo more e-mail: Pandora’s box or Universal Panacea? An IBM experience
Ian McNairn – Program Director Web Innovation – Office of the CIO, IBM
IBM Social Computing Guidelines
Be who you areSpeak in the first personUse a disclaimerRespect your audience Add valueDon't pick fightsBe the first to respond to your own mistakes. Use your best judgment.Don't forget your day job.
http://www.ibm.com/blogs/zz/en/guidelines.html
IBM supports open dialogue and the exchange of ideasResponsible engagement in innovation and dialogue
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