Certainly, these all play a part. But what social business is truly about a “shift”, a move from enterprises attempting insulate itself from disruption and instead greeting it warmly.
To pull this off, organizations need to establish a more transparent environment, both externally and internally. A social business allows organizations to better solicit and understand customer feedback, to react in real-time to industry changes and not be caught flat footed. Internally, it allows communication to go from a top-down model to a back-and-forth, up-down strategy. (We’ve called this the “bathroom moment” in the past.)
Via Vicki Kossoff @ The Learning Factor