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The bad news, from the same post, is that there is just as much compelling evidence that these newfound tools are highly fragmented in their usage. As he puts it, “few enterprises are taking a ‘holistic’ approach and are using them in a more targeted and/or fragmented manner.”
That’s a real pity, because we know that when a single, unifying community platform is available and done well, it can successfully knit all of the communities together so that none have to be islands.
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Organizations need policies that set expectations for how social tools will be used. For example, who can and cannot engage directly with a customer in the community.
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I’ll boil down controls to mechanisms that the technology affords to help enforce and automate the policies. This is an area where a lot of social business software could use some work.
Discoverability leads to recognition, and recognition leads to increased participation. Enterprise 2.0 must be approached holistically.
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Discoverability leads to recognition, and recognition leads to increased participation. Enterprise 2.0 must be approached holistically.
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