We often see great posts in the Council that don't oftentimes get exposure outside of our membership. I'm going to start cherry-picking a few of these going forward that I think will spur some interesting conversation. 

This post was penned by Andrew Carusone from Lowe's Home Improvement.  

Can you relate? 

 

Feedback is a Trap!

 

Posted by Andrew Carusone on Oct 20, 2011 10:09:57 AM

Don't fall for it! "Feedback" may be worse than a trap…in the end, it may be a fraud…and a hidden way of diluting or ruining true social business reform.

 

(Do you like apples? How do you like them apples?) Allow me to explain before you squirm too much in your seat…

 

First, allow me to begin my argument with the principle that "words mean things - they mean exactly what they mean." They don't mean what we wish they would mean or hope they mean.

 

In keeping with this principle, the scariest words in the social business arena are "communication" and "feedback". If you are a true proponent of social business, these two words should rise to the very top of your "danger" list.  Here's why…

 

"Communication" is a word most business folks interchange with "messaging"…but they are not the same thing. Mind you, messaging matters. However, messaging is one way. It's designed to inform others. Real communication takes place between ones ears…it's the act which takes place after the message is received. It's the act of building meaning. As I've written in other blog entries, it's not "EMAIL your kids about drugs"…it's "TALK to your kids about drugs". Communication is a dialogue. It requires both sides to take a "seat at the table". Its purpose is to build understanding…not just inform. How to detect the difference? One can be "farmed out"…the other can't. If I can inform you - without having to take a "seat at the table" - it's messaging (not communication).

 

"This new social platform will be great! What a wonderful way to communicate with employees!" Sounds tame enough. (DANGER! What they may really be saying? "This new social platform will be great! What a wonderful way to PUBLISH CONTENT (BROADCAST) TO employees!") Instead of a "dialogue", employees get another version of an intranet (electronic pamphlet or 3-ring binder). An "explicit information bomb!" In the name of real communication - "spray and pray" is substituted. Meanwhile, the employees and leaders within your business can continue to turn their backs on any real responsibility to drive higher performance in the workplace, claim they are "on board" with the noble causes of social business…however, little to know behavior change occurs….just installation of new technology with no realization of change.

 

Still not sure? Let's change direction. FEEDBACK! More than a "trap"…it may in fact be a fraud when used in the context of social business. Feedback is nothing more than "spray and pray" in reverse! Feedback sounds innocent enough…even desirable. Every company does it. Heck, even I use feedback. However, it's not the purpose behind social business.

 

We've all heard folks say "This new social platform will be great! What a wonderful way to GATHER FEEDBACK!" (DANGER! What they may really be saying? "This new social platform will be great! What a wonderful way for EMPLOYEES TO BUNDLE THEIR GAPS IN UNDERSTANDING AND LEAVE THEM ON OUR DOORSTEP! WE'LL REVIEW AND GET BACK TO YOU LATER." Just like messaging doesn't require an employee to "take a seat at the table"…neither does feedback.

 

This weekend, the newspaper guy left my neighbor's paper in the street. (The kids call my neighbor "grumpy Gary".) I asked the kids to take the paper out of the street and give it to Gary. So what did they do? They ran my neighbors newspaper up to his front door, rang the doorbell - and ran away as fast as they could! Later that evening, as I was tucking the kids in bed, I asked why they did that. My 8 year old boy replied without hesitation, "We didn't want to talk to grumpy Gary". Next day, my neighbor Gary left a thank you note on our door (didn't knock, didn't ring). Having had enough, I walked my kids over to his house and rang the doorbell. When Gary answered the door, I gently made it possible for both sides to "take a seat at the table". While awkward at first, a "dialogue" soon broke out. As we walked home, my six year old little girl said "Why do they call him grumpy Gary? You're grumpier than he is. He seems nice." (higher levels of understanding achieved).

 

Here at Dachis Group we don't think discussions about big data need to be dull, boring, or lifeless. We've inserted a lot of big brains into the innards of the social web and distilled some complicated algorithms and monstrous data feeds into something easy to understand and use.  If you're interested in optimizing your brand performance, we can help you read the social tea leaves. Come hear how at one of our "Inside Scoop" events. 

We're holding an informal soiree at select cities around the US to share our thinking, and answer your questions about how big data can unlock key insights and intelligence about your brand's performance.  The second in a series of these events is next week in New York City. 

Please join us next Wednesday evening in New York at Soho House for a cocktail party and good conversation.  

Cue the invite:

We invite you to join us at the Dachis Group Social Business Index Inside Scoop on Wednesday, November 30, 2011 in New York.

 

Dachis Group is hosting a cocktail reception to engage participants in a discussion about Social Business performance measurement and the Social Business Index. The Index, which launched to the public in September, provides ongoing real-time ranking, analysis, and benchmarking of Social Business adoption and performance of the most connected and engaged companies based on Dachis Group’s Social Business Intelligence as a Service (SBIaaS) data services platform. There will be a short presentation on the Social Business Index followed by a discussion on performance measurement.  

 

What: Dachis Group Social Business Index Inside Scoop

 

When:  Wednesday, November 30 at 6:00pm - 8:00pm

 

Where: Soho House | 29-35 Ninth Avenue, New York, New York 

 

If you are interested in attending, please register here. We encourage you to complete your registration as soon as possible as attendance to the Social Business Index Inside Scoop is by invitation only and spots are limited. This invitation is intended for the recipient only and is not transferable or to be forwarded. 

 

Please contact Amanda Johnson at amanda.johnson@dachisgroup.com with any questions.

 

We look forward to engaging everyone in a spirited discussion on Social Business and hope that you will join us at the Dachis Group Social Business Index Inside Scoop.

I <3 Luis Suarez!

 

Here is my philosophy on Facebook's streaming of my consumption habits so far.  I'm kind of in what programmers call a "Do While" loop on Facebook privacy.

First of all, the social sharing (Spotify) I'm experiencing with music, is a welcome addition to my workday.  The instantaneous gratification of finding new music from people I like and would normally trust to have good taste is a leap forward for me. It's something I can "do while" I'm working and I have some control over my consumption (read: don't click on the JayZ link).

Secondly, on a macro level, I see no downside right now in sharing what I'm doing/thinking/seeing/liking/disliking/eating/buying/visiting etc.  I will continue to share (do) as long as nothing crops up to creep me out (while) and change my behavior.

I commented on a friend's post this morning re: the trust factor with Facebook: 

"I am lurving it. Cannot get enough of it. Definitely addicting. I have not seen any evidence for myself personally to not trust Facebook. I think users need to be wary about how freely they share, but that is an individual responsibility. This platform doesn't upset the balance we've always had living in a free society. Self-censorship and regulation is key. I think where it will become troublesome is those of us at a certain age came to the Internet with certain preconceived ideas around privacy. Privacy on the Internet is not the same as it was in the late 90s. These platforms are the master record onto which we write our lives. If you don't want your life published, retreat from the digital/social village. I've seen mutual friends of ours doing that already. Personally, it makes me sad, but I understand and respect their preference for opting out."

by Joachim Stroh, Council member @towerswatson

The #SBS3M event was a terrific success.  You can see the tweet stream here.  Stay tuned for more Social Business Symposium events coming from the Social Business Council members. 

The massive deconstructive force wreaking havoc on mainstream media is played out well in Page One, a documentary that focuses on the media desk at the New York Times. Fact: there is no substitute for responsible journalism.  I've been a flag-waving member of the "information wants to be free" club for years, but the time-honored tradition of hard reporting, fact-checking, source validating is a precious asset in a free society. 

Truth is often nuanced.  My firm belief is we need professionals who are held to a higher standard.  For this reason, I signed up for the New York Times paywall after ruminating on it since it launched.  I can undoubtedly afford it.  All of us who can afford it, should pay.  The business model that supported print may be dying, but the institution must be saved from economic ruin.  In my small way, I want to do what I can to ensure the Times survives its reinvention. 

Sign up for the paywall today. 

Forever Beta?  What?  Huh?  Who is this...

?

 

 

They're not human. 

How many of you mentioned "changing the world of work" to your extended family during the holiday? Or even web 2.0, twitter, facebook-- anything...? Just curious if this arcane soco world we live in is migrating out to the real world... If you did, what was the reaction?