Insights

The missing link in social software

Measurable business performance improvements

Senior executives are sceptical of the value of social software. Their reluctance is understandable but self-defeating.

Social software has the potential to address operation “pain points” and significantly enhance business performance in the short-term and transform is in the long-term.

Social software has unique capabilities to address current operating challenges and improve operating metrics. Companies that embrace this opportunity will have a distinct advantage over their competitors; sceptics will likely finish last. Yet scepticism persists, in part, because social software evangelists are their own worst enemy, They have failed to effectively communicate how social software how social software can drive real operating benefits.

Key findings of the report:

Profound changes are underway. The current technologies support standard business processes but fail to support the dynamic informal communications needed for resolving exceptions. Employees need tools that enable them to navigate organisational boundaries, connect to the right people and accelerate exception resolution.

Sceptics will finish last. Companies that want to successfully implement these tools should develop a strategy for deriving tangible operating performance improvements and achieving competitive advantage through the intelligent and targeted application of social software tools.

Focusing on adoption is a dead-end strategy. Adoption metrics have not historically addressed what matters most to employees, managers or executives. As long as adoption is the primary measure of success, resistance, at all levels, will likely block successful social software deployment.

Companies must be strategic. Social software, applied against the problem of exception handling, can directly and measurably impact operating metrics and improve business performance.

Companies must be decisive. Too often, companies implement social software without clear business objectives or a strategy for moving the needle on organizational performance. These efforts typically fail. Our focused approach helps executives select the exception-handling opportunities that can have the greatest impact on operating and financial metrics.

Companies must act now. Companies that move quickly can reap significant financial rewards and develop skills and experience that has the potential to help them build a stronger competitive position over time.

The missing link in social software
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