With the help of a psychology professor and a Pixar illustrator, Facebook is trying to make our messages a little more emotional.
Corporate & Business Strategy Planning / Execution in the Post Industrial, Digital Economy. Want to know more? Visit me on LinkedIn: www.linkedin.com/in/karlwabst/
Curated by Karl Wabst
With the help of a psychology professor and a Pixar illustrator, Facebook is trying to make our messages a little more emotional.
Communicating the range of human emotion is difficult for social media. Missing facial cues can cause miscommunication and unintended consequences.
As we transform our analogue businesses into social businesses figuring out better ways to communicate becomes an economic and emotional issue.
This is a story of see - feel - change that will make a difference in your life.
U.S. companies appear to have lots of not-so-secret secrets.
A debate everyone has a stake in.
We take so many infrastructure services for granted in the US. Can you imagine the psychological effect if the power grid was hacked (already has happened) and your electricity was turned on or off at someone else’s' will?
There is an iconic Twilight Zone episode about this very subject. Instead of a foreign terrorist cell, the intruder is an alien race. The characters find that the real enemy is already in their minds. The lesson still applies.
The Monsters Are Due on Maple Street (1960). http://www.imdb.com/title/tt0734664/reviews.
With that in mind, think about who you trust to safeguard your data. In the US, people have a healthy distrust of government. At the same time, they freely give boat-loads of personal data to corporations. You can trust corporations!
In the EU, people trust their governments more than corporations. Do you know why? I wrote about this in a blog post back in 2010. Check it out! There are DR Seuss cartoons! Back To Our Future http://outsideofthebox.net/2010/10/24/back-to-our-future/
Another article I recommend is:
The Need for Global Privacy Standards
A hamburger created from bovine stem cells will soon be served in London. The €250,000 (roughly $325,000) burger is the result of years of research
Culture is the big stumbling block to adoption of genetically engineered meat. Many are not aware that this is a battle that has been fought before. Getting people to eat meat they found culturally distasteful was a necessity during WWII.
Check out this article: Why Americans started eating kidney and brains, by the author of The Power of Habit. http://charlesduhigg.com/how-the-government-convinced-americans-to-eat-kidney-and-liver-and-tongue-and-brains/
This was an exercise in culture change. It is also interesting when viewed through a marketing and public policy lens.
How does this tie into social business transformation? It's a good example of how social media powers word of mouth or WOM. Use stories to help others overcome changes in culture, technology, etc.
More about Changing Eating Habits on the Home Front: Lost Lessons
from World War II Research from the Journal of Public Policy & Marketing
Four major Internet service providers are fighting to protect the identities of 1,058 people accused of illegally downloading porn, Forbes reports.
The rise in the number of insecure connections is an inadvertent consequence to the popularity of the Internet for social media, evolving social business and mobile technology.
Consumers have a growing voice but there are some who use the Internet to acquire intellectual property, in this case porn. The same battles have been going on in the music and print industries.
Privacy is not something that many consider. When they do it's not normally focused on the effect of overzealous lawyers. It's past time for us to start talking about this issue.
Most executives take managing risk quite seriously, the better to avoid the kinds of crises that can destroy value, ruin reputations, and even bring a company down. McKinsey
Many organizations overlook people-side risk, often because it is viewed as the soft side of change. Many managers are not comfortable in these waters. HR does the squishy; people stuff, but they don’t know the business.
There are several studies from well-respected firms, e.g. IBM, McKinsey, and Gartner, that show people-issues are one of the most common causes of failure in organizational change initiatives.
There is more change now. There are constant changes to organizational structure, M&A, IPO, and JV. There are new players in the C-Suite; CEOs, CMO, CDOs, etc. The traditional changes to products, technology and compliance are still in play too.
Don’t forget many companies are doing more with less, so employees are stressed and less inclined to take the initiative. That just means extra work.
The levels of uncertainty, complexity and ambiguity rise as a result. The US Army War College recognized the serious impact. They teach change management theory for leaders. Just as in corporate life, change in technology, people’s attitudes and geopolitics affect communications.
Writing new policy and procedures, or installing some new GRC software does not mean your people understand the change, integrate the policy and procedures or tell you when risks begin to materialize. This is the corporate culture aspect of organizational change.
There are good organizational transformation programs that target the people side of change, including risk management. For example, look at John Kotter’s work, and Prosci ADKAR.
Marketing and branding are changing so quickly I wonder whether hardcover textbooks on the subjects will soon be extinct — except as historical surveys.
Social business transformation means (in part) adapting to your customers' needs; adopting and adapting tools, techniques and growing staff to meet new challenges / opportunities.
Exploring the Fifth and Sixth P of Marketing - Brian Solis
Rethinking the 4 P's - Harvard Business Review http://hbr.org/2013/01/rethinking-the-4-ps/ar/1
Many companies, especially some retailers, use an applicant’s credit report in making hiring decisions. Even if your credit is OK, bad data can kill your application.
Many people aren't aware of the multiple ways companies will use the information found on your credit report. Get the straight dope from Privacy Rights Clearing House: https://www.privacyrights.org/Credit-and-Credit-Reports
An additional threat is the growing number of web sites that claim to report people's data by aggregating public information. There may be little awareness or concern about complying with the FCRA.
The Fair Credit Reporting Act is a regulation that says when someone can check your credit, how they can use that data, of they can share it, when you should be alerted to use of your score, and more: http://www.ftc.gov/os/statutes/fcrajump.shtm
You can get a free credit report every year. In addition to alerting you about bad information that can kill your job hunt; it can make you aware of identity theft. Information and links: http://www.consumer.ftc.gov/articles/0155-free-credit-reports.
Look here for info about how your credit score affects your insurance, credit rate, etc. http://www.consumer.ftc.gov/topics/credit-and-loans
Wikipedia on FCRA
News for Privacy Professionals
Mind Your ‘Social’ Presence: Big-data Recruiting Has Arrived
In person, face to face or Word of Mouth is still more prevelant than social media. There are no hardware requirements. Supports multiple levels of OS simultaneously. Value already acknowledged by Marketing, Advertising and Moms everywhere. Popular Add-on: social media channels. Backyard fence optional.
More about The Relationship Between Word of Mouth & Social Media:
Please Don't Tell Anyone Else - Viral's Secret Formula http://sco.lt/8ZKfHl
"Contagious: Why Things Catch On" | What Makes Something Go Viral? http://sco.lt/5N6MV7
Education legend Sir Ken Robinson picked the talks he loves — all full of insight, bright ideas and, of course, creativity.
One of the best things about working in business transformation is that it is part of my job to learn. My undergraduate degree was in social sciences. I took several courses in child development, perception, motivation, etc.
Ted can be a great resource to learn about learning theory, among other great stuff. When I saw this collection, I thought there must be others who enjoy personal, continuous improvement. So, here you go!
New research investigating the levels of job engagement among different occupations in the US reveals that managers, executives and officials may be most committed to their roles. On the other hand, manufacturing and production workers seem to be most uninvested in their employment situation.
Social media is 24/7. Someone is always tweeting, posting on Facebook, or uploading a new picture to instagram. However, for social media managers and businesses alike, this can be quite of a challenge.
If you yell out a message, but there's nobody around to hear it, you are wasting time and money. Worse, your engagement statistics could put your program at risk.
The old spray and pray model is done. Engage people who you value, or the people you want to value you.
Average Customers do not understand corporate silos. Departments may not be connected internally. They lack ability to share data that creates a 360 degree customer view. Customers see 1 company.
Companies continue to leave money on the table. Traditional command and control organizations are organized by internal function, for their own convenience. This is not practical from the customer's perspective. They have no way of understanding the company’s internal configuration.
Why should they know who to talk to? This bewilders customers who hear about all this amazing technology that is supposed to guarantee delightful service.
Expecting seamless integration, they are greeted by phone trees or a CSR telling them they have the wrong department. The customer is left to wait for a transfer to the next right department. They recite the same account details over and over. If frustrated, call back and hope to get someone with a clue.
Is this any way to run an airline, or any business, in the 21st century?
Delta Air Lines Inc. won dismissal of claims it violated California’s Internet privacy law because its mobile-phone application didn’t notify users that personal information, such as their locations, was being collected.
In their attempts to improve customer experience and service offers, many organizations collect personal information, such as the customers’ physical location. These data collection practices create volatility between customers, corporations, State and, Federal government agencies.
America's lack of a federal consumer privacy law continues to create ambiguity and uncertainty in its markets. US data handling practices also affect international markets. For example, the US is not a trusted party to EU-based data transfers, creating overhead for international trade.
When you're faced with an upset customer, client, employee, shareholder, child, parent, spouse, friend, it can actually feel like they're bulging with emotion and about to explode. Don't give advice, but don't just sit there either.
I teach this technique when leading business transformation. It may be social business transformation or for social customer service, communications for credit and collections or negotiation techniques.
Learning to actively listen is a very important skill. Sometimes both sides learn something.
Here's a good resource:
A critical step any manager should take when creating desire to
change is tol isten. The power of true listening and empathy is
often underestimated. In many cases employees simply want to
be heard and to voice their objections. Understanding these
objections can often provide a clear path toward resolution.
Listening can also help managers identify misunderstandings
about the change. Rumors and background conversation often
produce incorrect messages and wrong perceptions. Only
through listening can managers identify these wrong
perceptions and provide a correct and clear story about the
Caution: When engaging in this process, managers should
avoid debating or arguing with employees. The goal is to listen
and understand, and provide clarity about the change.
Prosci's top-10 action steps for managing resistance to change
Perhaps the most widespread tenet of organization in the enterprise is that of command and control, an idea that seems somehow counter to the notion of democratized information. Social business then, it should be no surprise to hear, is forcing companies to reorganize internally.
Social business is not a matter of installing software, writing some blog posts or updating the Facebook Status. This is people and organizational change. Command and control will not simply morph overnight. Trying to transform a business without a structured plan will likely fail.
Check out John Kotter, Prosci's ADKAR and VUCA for more ideas about how to transform your organization.
SXSW 2013: Jeremiah Owyang Talks Social Business
Building Your Social Strategy: Prioritizing the Coming Year – Jeremiah Owyang
Klout, like other disruptive companies, has been trying to figure out the best way to provide value to the people who use it. Klout has definitely succeeded in becoming a noteworthy metric to help identify influencers.
Essentially the scorekeeper is now playing the game. Seems likely that Klout may be canabilizing the model that let it to success.
" In addition to gauging your mojo on Twitter, Facebook and Instagram and the rest, Klout will be measuring Klout clout."
Uncertainty about the future is at an all time high: so much so that the world’s most successful investors are unable to find low-risk investments, and trillions of dollars are sitting on the sidelines.
Although he has valid points, the author writes in an intellectual style that makes his message a bit difficult to digest in an era of sound bites.
This article is worth a read, just don't expect simplicity. Then again, that's sort of the point.
Try looking at "It's a VUCA World" presentation by Denise Caron first (Stu quotes her, by the way) http://sco.lt/82W9oX
WIIFM? Watch this video Leadership in a Social Era with Stowe Boyd and Paul Greenberg
SP 800-53 is the federal government’s “foundational computer security guide,” but it’s now titled, “Security and Privacy Controls for Federal Information Systems and Organizations.” Why should non-government types care?
Public corporations should pay attention to this change. Why? Expect that other audits will incorporate a greater focus on privacy.
Smart CEOs will start preparing your staff for greater emphasis on the value of people’s data. How your company implements Big Data - gathers, stores, analyzes, uses, and destroys sensitive data effects Sales, Marketing, Customer Experience, and Competitive Advantage. Communicate the value of data, and compliance is less onerous.
If your staff thinks the big issue is compliance they don’t understand the digital transformation. You’re smarter than that. Start explaining that it’s not just data. 0s and 1s are raw materials for the future of your business. Lead this change, don’t manage it.
More about the release of SP800-53 here
To understand how this publication effects your business strategy and privacy and security programs:Free Online Course: Applying the NIST Risk Management Framework http://sco.lt/8afFHl
America still loses about one out of five young people to the dropout crisis each year. Every year, nearly 1 million school-aged children in the US do not graduate high school with their peers.
This program is a good example of how social can bring people together to work on a problem. It was originally broadcast on PBS last night. If you missed it, check it out. If you have kids in school, don't miss it.
More Information of US education
The United States used to be number one for high school graduation. But times have changed. In 2009, the U.S. ranked 21st out of 26 OECD countries when it came to high school graduation rate, according to Andreas Schleicher, Deputy Director for Education for the Organization for Economic Co-operation and Development (OECD).
Education at a Glance:
OECD Indicators 2012
If getting closer to customers is a key objective, why do many businesses neglect the first mile of customer experience? Sure products and services count for almost everything. But if and when a customer has a question, wishes to share ideas or provide feedback, or needs help, why is it often the beginning of buyer’s remorse or resentment?
Social business transformation aims to move companies away from focusing on completing one transaction and then distancing themselves from their service obligations.
Customers are tired of the marketing blasts, phone trees and empty promises of joining your happy family. There have already been major changes brought by social customers. Brian's latest book predicts more engagement and a focus on customer experience.
Keep doing it the same old way and join a long list of businesses bigger than yours that went away.
This marketing technology chart from LUMAscape breaks down the world's many different components, from sales and marketing to e-commerce technology to website creation and management.
Makes for a good cheat sheet or a nice tool to confuse management.
There was a time when marketing was all about selling and pushing out the company line. But with the rise of social media, marketers have replaced old models of company-customer communication with vital new models, based on conversation, interaction and collaboration.
In this 1 hr webinar, participants discuss how sales, product design, marketing and customer service all contribute to the service mentality of a company.
Social customers and social business practices are changing how customers view a company’s service, how marketers can get an outside-in view of their customers, make sure they are putting themselves in their customers’ place as they re-design their entire customer experience.
Annual shareholder meetings cost a lot of money but are lightly attended. Social technologies can increase attendance, participation, shareholder voting and improve governance.
Have you ever been to a shareholder meeting? Turnout is light since meetings are held in other cities, states, or even other countries. The result is decreased participation, reduced corporate governance and wasted money.
Social business transformation is changing the location and format of annual shareholder meetings. Moving meetings online gives more shareholders the opportunity to attend. The technology gives shareholders a voice in how corporations are run.
I worked in corporate finance for ADP Brokerage Information Services Group. ADP BISG later became Broadridge Financial Solutions.
Online shareholder meetings: the future?
Guidelines for Protecting and Enhancing Online Shareholder Participation in Annual Meetings
Rapid Realty, a real estate company in New York, is offering its lower-paid employees a huge 15 percent raise on their commissions if they are willing to get a tattoo of the company's logo anywhere on their body.
Not all employee incentives are created equal - or even a good idea.