Social Media: The Five-Year Forecast

Operating on the assumption that consumer behavior is driving corporate innovation, transformation and design faster than any internal strategies it appears past time to wake-up and pay attention to the impact of social media.

"The Future of the Social Web," by Jeremiah Owyang, a Forrester senior analyst, examines the monumental changes that have shaped -- and will continue to impact -- how consumers engage with each other. While you read these excerpts think of the impacts to your business, not just marketing but your value proposition, how you operate and the talent you employ.

1. The era of social relationships: Beginning in the mid-1990s, people signed up for online profiles and connected with their friends to share information.

2. The era of social functionality: As it exists today, social networking is more than just a platform for "friending," but one that can support a broader array of what Owyang calls "social interactive applications." However, identities are essentially disconnected silos within individual sites.

3. The era of social colonization: By late 2009, technologies such as OpenID and Facebook Connect will begin to break down the barriers of social networks and allow individuals to integrate their social connections as part of their online experience, blurring the lines between networks and traditional sites.

4. The era of social context: In 2010, sites will begin to recognize personal identities and social relationships to deliver customized online experiences. Social networks will become the "base of operation for everyone's online experiences."

5. The era of social commerce: In approximately two years, social networks will be more powerful than corporate Web sites and CRM systems, as individual identities and relationships are built on this platform. Brands will serve community interests and grow based on community advocacy as users continue to drive innovation in this direction.

Although I have come to realize the business world still organizes around very tight bubbles of self-interest (echo chambers) the folks who grab the link potential of networks will be the game changers. Their future will look like the future outlined above.

~Victoria G. Axelrod

21st Century Organizations @ Business of Community Networking: IBM, Avon, CondoDomain, AMA Boston & the National Collegiate Scouting Association

When Victoria Axelrod and I started writing about 21st Century Organizations here 3 years ago examples of enterprises not leveraging their people networks for success abounded but good models were less obvious.  The joy of the Business of Community Networking conference, in which we just participated, was access to terrific case examples. Here are some enterprises to watch:

IBM-Given the many times we've written about IBM's capacity to leverage knowledge deep within the organization (through JAMS) and from outside to inform their strategy (for example to rethink patent management p95 ), it was no surprize hearing Mark Bonchek, Chief Strategist Soundbridge, describing his company's work creating and supporting IBM's CIO Executive Advisory Council.  From the disciplined approach to engaging external stakeholders as advisors to the metrics being tracked and stories of customers becoming brand advocates, IBM understands creating value through  people interacting. 

AVON- Kristen Mitchell, Marketing Manager, AVON Online, provided inspiration and practical ideas from her use of social networking platforms to empower Avon representatives, extend their businesses and grow sales on and offline. Clearly Avon is prepared to experiment and evolve to operate in today's connected world.

Condo Domain-  Hearing Erica Farthing, Director of Social Media describe using blogs, video, Twitter, to extend this startup's brand and engage customers reminded me of Stowe Boyd's 2006 meme: "the individual is the new group". Erica does not hesitate to use her individual enthusiasm for her company and work to help build the business. Nor it appears do happy customers who appear in video interviews. The subsequent discussion raised the management issues around having employee identities so visible but clearly CondoDomain benefits from Erica's social media outreach. Read CondoDomain's story through their press coverage.

American Marketing Association, Boston- President Myles Bristowe captured attention describing his organization's evolved use of a Ning Network to grow membership and serve members.  AMA Boston's disciplined networking, including defined roles and responsibilities in the social network built on research into the "economics of contribution", is inspirational.

National Collegiate Scouting Association- Brian Davidson, Director of Social Media, opened eyes and possibilities describing use of an array of public social netorking platforms to promote NCSA. Hearing about sales happening as a result of outreach and respectful conversations in Twitter leaves no doubt about it's growing importance and potential for doing business and serving customers directly.

Clearly the "Business of Community Networking" is evolving but success from the array of initiatives presented points to the importance of not dallying in experimenting with the new ways to connect with customers and members the latest generation of social networking tools provide.

For more BOCN nuggets read the Twitter stream from #bocn and @just_kate's excellent summary blog post here.  And if you represented a model 21st Century Organization at #BOCN, putting people networks to work to grow your business, and I've overlooked you, please alert me. 

~ Jenny Ambrozek

Business Community Leaders: Francois Gossieaux Needs You

Francois Gossieaux is a valued colleague, especially as he had the courage to contribute his Marketing 2.0 Facebook Group to our 2007 Facebook Groups in Business Investigation (FGIBI). 

In a conversation yesterday--preparing to share our FGIBI learning at the Business of Community Networking Conference* in Boston next week-- Francois provided an update on his Tribalization of Business Study, a research program started last yearTOB

The 2009 study is now underway with an excellent response so far, but Francois wants to spread the widest possible net to gather insights from those responsible for business community leadership about social media use. If you wear this hat please take the  20 minutes necessary to participate. Provide your contact information and you will be rewarded with an early copy of the survey findings.  Francois will also be conducting audio interviews with selected survey respondents including some live so watch the study site for the schedule.

It is 5 years since Joe Cothrel and I convened the Online Communities in Business Study 2004. If you were a respondent to our study, and still in the business, you are especially encouraged to participate to share your deep industry experience.  I will support any research effort that might help shed more light on our key 2004 findings that:

  • Most organizations can’t measure return on investment (72%)
  • Many people still don’t understand what online community is (72%)
  • The discipline of creating and managing communities is poorly defined (59%)

~ Jenny Ambrozek

* If you are in Boston next Wednesday March 25 our Facebook Group Investigation discussion, including Francois Gossieaux, fellow blogger Victoria Axelrod and Patti Anklam (who conducted our network analysis) takes place at 10.15am. The day opens with a keynote from Clara Shih, SalesForce, who developed their Faceforce application. Clara's book "The Facebook Era" publishes next week.

Use code MDR573 for a signficant registration discount. We look forward to your joining the discussion. 

Complexity and Cockroaches: How markets tumble

Recently, we had a house guest who has raised substantial funds for significant institutions. He is both very conservative and clear headed about our economic condition. Not a pessimist, more a modeler of facts the way a physicist, which he was, might describe our financial crisis. As he said to me “It is a big non-linear system that has collapsed and will not come back as we know it.”

When might we re-coup I asked? “Well it took from 1928 until 1958 to get back to the same financial level.” Ouch! He is a big believer in Jay Forrester, The Prophet of Unintended Consequences and father of systems dynamics who pretty much echoed my guests words.

Those of us who work in organizations have all seen the unintended consequences of an initiative that had “so much promise” create utter turmoil. Forrester describes these manifestations as compensating feedback. Organizations often establish policies or may even have simple operating rules which create unintended havoc.

Vanessa Drucker, a financial writer friend was interviewed on the Kudlow Report, February 19th about Edge of Reason a piece she wrote for Fund Strategy Magazine. Her point made clear in print and interview is a seemingly simple decision by the SEC regarding leverage that may have been the simple rule which enabled massive unintended consequences to global financial ruin.

We have written about the dynamics of complex, self-organizing systems here before and hope that more organizations explore the simple rules in their organizations before they too suffer unintended consequences. What about the cockroaches? You'll have to watch the Kudlow Report to find out, but without being a spoiler, they're very good at adaptation.

~ Victoria G. Axelrod

Heads up Pepsi – Make Everyone a Winner!

Slide1 Sustainability is a serious and systemic issue with our Great Recession testing its progress everyday as evidenced by a recent NY Times headline New York Vulnerable to Poaching in Recession.

With a quick read, the article appeared to describe, a short term response by Pepsi Bottling Group (PBG) of NY to scoot out from pressures to contribute container deposit revenues to NY State. PBG's pulling up roots and moving to NJ is sweetened by $34mm in tax incentives. Moving an operation under any circumstances is consequential, but in the current economic environment it is a triple threat; more loss than gain for employees, corporate profits and productivity.

Digging further into the issue of bottle return protocols, laws and the underlying intent – to keep our countryside free of litter a.k.a. environmental pollutants and drive recycling behaviors revealed a complex web of players, goals and lack of collaboration.

We all too often address symptoms – massive bottle/can build-up or case in point PBG fleeing to NJ to avoid paying NY bottle return revenue. And fail to recognize the primary issue or essence, which is in this case beverage packaging. Robert Fritz depicted oscillating behaviors (addressing symptoms only) as a car on a rocking chair – the folks in the car think they are making progress, but in reality they are going nowhere. Is there an alternative container that is not only more sustainable, but “regenerative” as Carol Sanford called it at an MIT Sustainability Lab?

Pepsi tries to demonstrate their commitment to sustainability, but it falls short of their supply chain delivery of product to the end consumer. Containers are part of the Pepsi product not just the beverage inside. Let’s stop the cycle of shifting the symptoms around. Pepsi, take a systemic stakeholder view, convene the network of players and be an industry role model for redesigning beverage delivery, packaging and recycling. Slide1 We have mapped some of the stakeholder network to give you a head start. In the short and long term everyone’s a winner using this model.

~ Victoria G. Axelrod

FOWA Miami: Where are the Women Application Developers?

At TheAppGap I've blogged about the FOWA Miami technical highlights and speakers sending buzz through the auditorium. This post shares the unexpected conference moment that focused attention on the cultural issues around technology development and adoption.
 
Speaker Kristina Halvorson abbreviated her presentation about the importance of content in application development to bring conference head, Ryan Carson and Chris Messina to the stage for a discussion about the under representation of women at FOWA (within both the audience and as speakers.) 

FOWA attendee Obie Fernandez’s conference write up reports "11 women out of 800 people registered" and these discussion highlights:

"Challenges for organizers
· Fewer women applicants
· Fewer women on circuit
· Fewer "high-profile" women speakers   

                                             Photo Courtesy Alex Designs          FOWA KH

The potential speaker's challenge:
· Lack of role models
· Lack of support and resources
· The girl/boy thing. In classrooms, a boy will raise his hand whether or not he knows the answer.                    

Girl will only raise hand if she knows the answer. (Basically it takes hubris to be a presenter.)
· Perceived "white boys" club."


A limited presence by women at FOWA is not new.  Chris Messina first raised the issue in a 2006 blog post. And interestingly, as blogger Agorum reports:


"The main reason I want to mention that speech is the huge amount of criticism I've heard about it, which is something that I unfortunately expected and proves the point of the male-centric attitude that still exists in tech."

More power to Ryan Carson for allowing a center stage discussion about the lack of women at FOWA. Subsequently I’ve heard from colleagues that such lack of diversity impacts other technology focused conferences too, especially SXSW.

Bottom line:  the search is on for leading women Web application developers to speak at FOWA. Send Twitters to @ryancarson tagged  #tweetspeak. 

Clara Shih, Faceforce developer whose “Facebook Era” book publishes in March comes to my mind as a potential FOWA presenter, as does Kaliya Young Hamlin, who nudges the evolution of Open Identity. Given Kaliya’s focus on promoting openness she has already shared her lessons about being a speaker so others can learn from them here.

Please take a moment to share your observations about women in technology, impact on organizations, and women developers' lack of presence at conferences. What are the implications and your suggestions for addressing?

~ Jenny Ambrozek

Change = PARTICIPATION

What do Tropicana and Facebook have in common?  One product is physical and has been around for 60+ years. The other is digital and 5 years old.  Both tried changes – brand image  and privacy policy  without involving customers in the decision making process. Have we forgotten New Coke’s experience already?

Here is a heads up. If it involves me, I need to be part of the decision. A simple principle of human behavior.  The principle is procedural and distributive justice.

Research in legal decisions and with sales force members and marketing indicates that even if the outcome is in my favor, if I have had little or no inclusion in the process I am still discontented. Check out research by Thomas Brashear, professor of marketing at U Mass. Similar data indicates massive failure of most organizational change processes due do lack of inclusion of the affected parties.

In case it slipped by your radar, PARTICIPATION is what drives the connected world.

Participation Slide 2009-02-27

Technology has given voice to procedural and distributed justice. Call them what you will, social media, web 2.0, or enterprise 2.0, ignore participation at your peril.

This is why colleague Jenny Ambrozek calls her self a "participation architect" and why we created:

 "OpennetWORKing"

to help organizations implement the shift.  

~ Victoria G. Axelrod

Why this Season of Web 2.0 Discontent?

Has Web 2.0 lost it's sparkle? Finding multiple posts suggest an intriguing trend.

At Techcrunch, Robin Wauter uses a barometer of declining number of startups contacting his company and including the term Web 2.0 in the subject line or message as an indicator suggesting the "Death of Web 2.0".

Beyond this Wauters looks to Google trends for insight into Web 2.0 interest:

".. the term started being used at the end of 2004 when Tim O’Reilly organized the first edition of the Web 2.0 Conference. Search queries for the term started picking up in the middle of 2005, when TechCrunch was started - with the tagline “Tracking Web 2.0″ by the way - and the number kept increasing until the end of 2007. After that, the trend is clearly downwards, falling back to the level it reached in early 2006 today. If the trend continues, there should only be a handful of people left who scour search engines for 'Web 2.0' by 2011."

I've added a note to my 2011 calendar to test that prediction. Meantime, seriously, where does Web 2.0 stand? Where do we look for clues to declining Google search interest in Web 2.0? And what new is capturing attention?

A February 2009 McKinsey Quarterly article "Six ways to make Web 2.0 work" provides helpful insights?  It reports McKinsey's study of 50 Web 2.0 early adopters over the past two years and finds:

"Our work suggests the challenges that lie ahead. To date, as many survey respondents are dissatisfied with their use of Web 2.0 technologies as satisfied."

The article goes on to describe the impediments dissenters cite:

"..organizational structure, the inability of managers to understand the new levers of change, and a lack of understanding about how value is created using Web 2.0 tools. We have found that, unless a number of success factors are present, Web 2.0 efforts often fail to launch or to reach expected heights of usage. Executives who are suspicious or uncomfortable with perceived changes or risks often call off these efforts. Others fail because managers simply don’t know how to encourage the type of participation that will produce meaningful results."

The rest of the article is recommended reading especially as it reiterates the case that Victoria Axelrod and I will be making Monday to our FOWA workshop participants. Successful technology development and adoption demand both focus on engaging stakeholders in the business improvement to be gained and a deep understanding of the human networks on whose success they depend.

~ Jenny Ambrozek

Looking Forward - Emerging and Declining Networks for 2009

I am writing this post in three parts to provide a structure to break down a swirl of emerging interconnected concepts. The path forward to the future is always a fog, but a pattern is forming from the words of very talented individuals which I hope to capture. It is one thing to say we live in a networked, interconnected world but another to change our metaphors, language, economic models, and management practices.

My impetus for these posts is a new year, a new presidential leader, Davos – World Economic Forum underway and a recent conversation between Robert Rubin Former Secretary of the Treasury of the United States and Sebastian Mallaby, director of the Maurice R. Greenberg Center for Geoeconomic Studies and the deputy director of studies at the council on Foreign Relations and Economist writer.

Macro networks is the focus of this post, the second will be Network Driven Business Models, Risk and Mitigation and the third is on Leadership/ Management 2.0.

Yes, networks and complexity are an underlying theme.

When Jenny Ambrozek and I started the 21st Century blog it was to continue to explore what we saw emerging and to offer practical applications. We had no idea how rich the territory might become, only a hint. But when we descend from stratospheric foresight to terra firma insight the world around us keeps rapidly changing – it is a dynamic open system after all. And as in painting or creating anything I need to step outside what I am doing and see the big picture, foggy or not.

So why not the usual round of trends for 2009? I intentionally have moved away from trends alone as historically picking these correctly is anybody’s guess. And like other techniques for looking ahead, trends, seem to be on my “not so useful list.” We can put forth probabilities and rank ideas with the wisdom of the crowd, but we surely can not predict with certainty.

At least 15 years ago I worked with some very talented folks at Northeast Consulting who had one of the sharpest means of ranking ideas clustered as events and trends. They morphed into Nervewire and were later acquired by Wipro…but that’s another story. Their database of events and trends was deep and had been compiled from multiple sources (early crowdsourcing). The relevance here is in the distinction between an event and a trend (often not made) and the relative weighting of both as they might impact an industry and/or an organization.

Typically we look for events and trends in the marketplace or macro business environment as a context for organizational strategizing and decision making. The macro categories are: technology, geo/political, socio/cultural, science, education, economic/financial, and environmental.

Slide2 But what we have come to learn is that none of these arenas operates in isolation of the other. I am not saying the exercise is not beneficial, but the frame we use, literally the boxes and squares gets us in to mischief. It leads us to believe we have more data and control than the reality which limits the scope of potential opportunities as well as risks. Imagine these arenas depicted as a network and we begin to understand better the interconnections and interdependencies. I’ve added the column Network Effects™ as a next step demanded of strategizing in a networked world. A hypothetical global economic/financial network map of interconnections is later in the post.

The 500lb gorilla for everyone right now is the Economic/Financial arena. Two examples reveal how we need to shift our future thinking, language and visualizations if we are to be more adept in a hyperlinked world.

First, a fall 2008 Economist cover story Redesigning Global Finance which depicts a more typical mechanical view of connectedness.

Second,a recent conversation between Robert Rubin and Sebastian Mallaby which makes the case for an open networked view of the financial crisis.

Redesigning global finance, – now there is a small challenge to take on between breakfast and lunch. The cover story of the November 15th Economist caught my eye with this the Rube Goldbergian graphic. Economist fullcovergraphic

But my attraction was also my curiosity. Is this the appropriate depiction for our interconnected financial system? Yes, Earth (all of us) is in the balance, but the fickle finger of fate up there which sets us on the fall is connected to the, spring connected to the pulley, connected to the plunger, connected to the guy with the sledge hammer – you get the picture. Is this the metaphor for the 21st century? Will reinforcing this mental view help us understand how to move out of our free fall?

I think not.

Yes, it is all connected but WAY to linear and mechanistic. And unfortunately the $700bn Congressional bailout mavens must have had this view in their heads when they agreed to the three page request. Turn on spigot “H” of money and correct the system.

Now consider the second example, the Rubin and Mallaby conversation as context for a network view.

Mallaby began the conversation by asking Rubin which of two macro economic factors had been the most important in the collapse of the global markets – lack of regulation or foreign currency imbalance specifically, China. Rubin responded, partly in jest, “my part in this is to take your questions reframe them and then give my answer”. This was a setup for Rubin’s point that those were among a “vast array of factors which came together in an improbable perfect storm event and go beyond negative feedback loops.”

Although Mallaby pushed several times on the importance of regulation and China as having more weight Rubin stuck to the global interconnectedness of the overleveraged hedge fund operations, credit default swaps, sub prime mortgages, limited risk measures, valuation issues, stagnant middle class real wages and more. He stressed the complexity of events even for the experts to try to “unravel”. The risk was systemic.

Rubin equated our global financial crisis to global climate issues. One country can not solve the problem alone; we need better co-operation among the global regulatory centers. “Global problems require ceding power to global regulatory institutions” and to the G20 not just G8.

A good portion of their conversation centered on “moral hazard” and the unintended consequences of government bailouts and stronger regulation. Moral hazard is typically defined as “the prospect that a party insulated from risk may behave differently from the way it would behave if it were fully exposed to the risk. Moral hazard arises because an individual or institution does not bear the full consequences of its actions, and therefore has a tendency to act less carefully than it otherwise would, leaving another party to bear some responsibility for the consequences of those actions.”

And conversely if a financial institution is government controlled will they be more risk averse?

Rubin remarked that he always believed that hedge funds needed to be backed by more capital and protection for the investor as far back as his Treasury days. He recounted the difficulty in cutting non efficient activities while at Treasury as political interests prevented. It was the potential marshaling of political power by the hedge fund managers that he believes foiled even considering regulation from occurring.

He wrapped up with two points the current administration will have to weigh, “political capital and leverage over government institutions can only go so far” before it is used up and the psychological climate is important to confidence in the market. “There is plenty of cash out there but it is waiting to be released.” Some might say this is both an emotional and rational appraisal.

Overall I was struck by Rubin’s laying out all of the interconnected aspects of the financial environment and quickly running through a scenario if one chose to take a particular action and how those consequences would impact say, the bond markets. Or letting Lehman go under, that this was based on an assumption of “self-correction” in the system.

Mallaby seemed to want to find the one or two bad actors, the two factors and rectify these going forward. But a dynamic system is not so easily adjusted. Even thinking fix is a trap.

Now imagine a hypothetical network map of the global economic/financial ecosystem.

Slide1

The key players (individuals) and hubs or nodes (organizations) co-evolved the perfect storm of financial crisis over a period of time. Going forward any institution on the network map has the capability to map, through network analysis, its connections to any other organization, as well as, sub networks of products or services.

I’m strongly suggesting that going forward, not only financial institutions, but all organizations map their networks both for solid opportunities as well as risk assessment in a networked world.

The underlying network map is one of a real pond food web used with previous permission from Pacific Ecoinformatics and Computational Ecology Lab.

Post 2 will address Network Driven Business Models and Risk Mitigation.

~ Victoria G. Axelrod

Future of Web Apps (FOWA) Miami February 23-24: The Place to Be

The FOWA Miama Conference web site promises:   FOWA09 event_badge_02

"We’ve got some awesome speakers lined up for you this year and a ton more to come! It’s gonna be bigger and better than ever. So don’t miss out."

Scanning the speaker list suggests this is an understatement.  The Who's Who of web application development and social media  includes Alex Hunter (Virgin Group), Ben Galbraith (Mozilla), Chris Messina (Vidoop), Daniel Burka (Digg & Pownce), Dave Morin (Facebook), David Recordon (SixApart), Dion Almaer (Google), Francisco Tolmasky (280 North), Gary Vaynerchuk (Wine Library TV), Jason Fried (37Signals), Joe Stump (Digg) Joel Spolsky, Kevin Hale (Wufoo), Kristina Halvorson (Brain Traffic), Mark Masterson (CSC), Michael Arrington (Techcrunch), Mike McDermott (FreshBooks) and of course, Ryan Carson, the force behind FOWA.

In case you are wondering why I'm so enthusiastically encouraging attendance at FOWA, it's because Victoria Axelrod and I are participating. We're leading a workshop on "How to build web apps for the emerging Enterprise market." Our experience supports what  Bob Buckman-- labelled "Knowledge Management's father figure" by Infoworld-- told us in an interview last year:

“If you look at it from the standpoint of how much effort it takes to achieve and effect knowledge sharing across an organization, you will find that the technology piece is about 5 to 10 percent of the effort, changing the way work is done is the 90 to 95 percent of the effort. You can define the effort as time or as money, it still comes out about the same”              ~ Robert H. Buckman

Please feel free to tell me your experience is different but what I've seen over decades is coding and development of applications is the easy part.  The real challenges are ensuring:

i. Technology is developed in support of a clear business strategy

ii. Implemented with user enthusiasm and support, and

iii. Actually adopted.

Victoria and I are action and results oriented, so our workshop helps participants look beyond the technology you are creating to the business and organizational support needed to ensure success. Exercises include:

1. Analyzing your personal network looking for the gaps to fill to increase chances of your application's success, both inside and outside your organization.

2. Focusing on the business challenges surrounding your application development

3. Sharing challenges with fellow FOWA conference attendees  to help you consider solutions and the way forward.

Please don't hesitate to ask questions or nudge us on our workshop themes as we prepare. We look forward to meeting in Miami, February 23.

~ Jenny Ambrozek

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