Using social media to achieve organisational goals: implications for organisational and IM/KM policies and strategies

Using social media to achieve organisational goals

Implications for organisational and IM/KM policies and strategies

Presentation to NetIKX by Hazel Hall, Director – Centre for Social Informatics

19 January 2011

If you are tweeting this session, please refer to me as @hazelh. Thank you!

If you are tweeting this session, please refer to me as @hazelh. Thank you!

Other current projects: DREaM; EuroPetition; HUWY; SmartCities

Other current projects: DREaM; EuroPetition; HUWY; SmartCities

Presentation from perspective of:

1.Research interest in collaboration in online environments2.Information services provider with background in IM/KM3.Consumer of information delivered on social media platforms

Presentation from perspective of:

1.Research interest in collaboration in online environments2.Information services provider with background in IM/KM3.Consumer of information delivered on social media platforms

1. “Contexts” of social media present a number of challenges

2. Information services delivery supported by social media may be achieved in a number of ways

3. To take full advantage of social media we need to turn our end-user consumers into collaborators

Key points

1. “Contexts” of social media present a number of challenges

2. Information services delivery supported by social media may be achieved in a number of ways

3. To take full advantage of social media we need to turn our end-user consumers into collaborators

Key points

http://www.bite.ca/bitedaily/2010/07/social-media-monopoly-board-game/http://www.bite.ca/bitedaily/2010/07/social-media-monopoly-board-game/

“Social” = leisure“Social media”= toy“Social” = leisure“Social media”= toy

Social media aggregate data, information and people: their lives, their experiences…

Social media aggregate data, information and people: their lives, their experiences…

… and this includes employees, customers, and other stakeholders

… and this includes employees, customers, and other stakeholders

Services name connotations are silly…Services name connotations are silly…

Luis Quintanilla (1893-1978) illustration from 1947 http://www.lqart.org/illustfold/gulliver/gultrav.html

Services name connotations are silly…Services name connotations are silly…

http://www.shinyshiny.tv/2010/01/shiny_poll_the_1.html

… but we do get used to them… but we do get used to them

There’s so much going on that it’s easy to get distracted by the movement of the technology

There’s so much going on that it’s easy to get distracted by the movement of the technology

So we need to recognise that “What aren’t we going to do?” is as important as “What we are going to do?” and be prepared for local “bricolage” as tools are adopted and modified by the user-base

So we need to recognise that “What aren’t we going to do?” is as important as “What we are going to do?” and be prepared for local “bricolage” as tools are adopted and modified by the user-base

Some institutions block accessSome institutions block access

…yet they are prepared to tolerate the occasional e-mail blunder…yet they are prepared to tolerate the occasional e-mail blunder

1. “Contexts” of social media present a number of challenges

2. Information services delivery supported by social media may be achieved in a number of ways

3. To take full advantage of social media we need to turn our end-user consumers into collaborators

Key points

Lots of examples available, though often presented tool by tool

Lots of examples available, though often presented tool by tool

Most obvious social media tools for information services delivery fit to “broadcast model”

Most obvious social media tools for information services delivery fit to “broadcast model”

Blog as newsletterBlog as newsletter

Twitter feed as current awareness: “twinforming” (and missing KM potential)

Twitter feed as current awareness: “twinforming” (and missing KM potential)

Conference registration openConference registration open

Training day announcementTraining day announcement

Publication of research reportPublication of research report

Study day announcementStudy day announcement

Study day announcementStudy day announcement

Conference registration to closeConference registration to close

Conference registration openConference registration open

Publication of blog postPublication of blog post

Use social media for collaborative project work and learning: wikis, blogs, instant messaging, online tweet-ups

Use social media for collaborative project work and learning: wikis, blogs, instant messaging, online tweet-ups

Use social media for staff development, training, teaching: participation in amplified events, YouTube, podcasts

Use social media for staff development, training, teaching: participation in amplified events, YouTube, podcasts

Use social media for information discovery and access, subject guides: blogs, social book marking

Use social media for information discovery and access, subject guides: blogs, social book marking

Use social media for virtual reference: instant messaging, chat

Use social media for virtual reference: instant messaging, chat

Use social media for marketing/PR: Facebook, Twitter, blogs

Use social media for marketing/PR: Facebook, Twitter, blogs

1. Time-wasting distraction versus information overload life-buoy

2. Power of the online profile

3. Emergence of the “youngster elders”

Personal social media use to support work

Use social media for efficiency at work: following key contacts on Twitter (and ditching the mailing lists memberships)

Use social media for efficiency at work: following key contacts on Twitter (and ditching the mailing lists memberships)

Use social media for efficiency at work: blogging ideas for peer review

Use social media for efficiency at work: blogging ideas for peer review

Use social media for efficiency at work: harnessing the network for crowd-sourced queries…

Use social media for efficiency at work: harnessing the network for crowd-sourced queries…

…following the examples of others…following the examples of others

Use social media for personal profile raising: tweeting, blogging

Use social media for personal profile raising: tweeting, blogging

1. “Contexts” of social media present a number of challenges

2. Information services delivery supported by social media may be achieved in a number of ways

3. To take full advantage of social media we need to turn our end-user consumers into collaborators

Key points

1. Customers become clients as the proximity of relationship grows

2. Our increased peripheral vision and understanding of client context through closer engagement directs services development

3. Stakeholder participation generates lead communities, user-generated services and client self-support

Value of end-user collaboration

Use social media to build upon “traditional” services deliveryUse social media to build upon “traditional” services delivery

The LIS Research Coalition is making a start here with its new wiki space

The LIS Research Coalition is making a start here with its new wiki space

Contrast with Twitter following patterns that indicate nature of “broadcast” consumption as well as delivery (#LISRC10 list = exception)

Contrast with Twitter following patterns that indicate nature of “broadcast” consumption as well as delivery (#LISRC10 list = exception)

1. Consume2. Connect3. Canvas4. Communicate5. Comment6. Commentate7. Contribute8. Collaborate

Stages to end-user collaboration

Umar Ruhi, PhD 2010

http://www.umar.biz

1. Steward journey through beta space2. Develop ourselves while developing others3. Experiment

FourSquare for hints and tips? Wordles for posters, event feedback?

4. Start in end-users’ preferred home space5. Make it useful, then watch as human desires

to make and share emerge…

Supporting end-user collaboration

Using social media to achieve organisational goals

Implications for organisational and IM/KM policies and strategies

Presentation to NetIKX by Hazel Hall, Director – Centre for Social Informatics

19 January 2011

Using social media to achieve organisational goals

Implications for organisational and IM/KM policies and strategies

Presentation to NetIKX by Hazel Hall, Director – Centre for Social Informatics

19 January 2011

Illustrations & examplesIllustrations & examples

1. Social media merit inclusion in IM/KM policies and strategies2. Social media provide means to enhance services delivery so…3. …focus on services and users, rather than (“trivial”) tools per se4. Remember social media for broadcast purposes limits them to IM applications 5. KM value emerges from deployment that focuses on collaboration6. IM/KM policies and strategies should also cater for personal development

1. Social media merit inclusion in IM/KM policies and strategies2. Social media provide means to enhance services delivery so…3. …focus on services and users, rather than (“trivial”) tools per se4. Remember social media for broadcast purposes limits them to IM applications 5. KM value emerges from deployment that focuses on collaboration6. IM/KM policies and strategies should also cater for personal development

Dr Hazel [email protected] @hazelh

http://www.soc.napier.ac.uk/~hazelh/esis/hazel.html

Presentation to NetIKX by Hazel Hall, Director – Centre for Social Informatics

19 January 2011