As I have previously observed, there are a lot of Cs in social media (content, collaboration, community, conversation, consultant etc. etc.). However, I now think we are in a position to decide which of all these words is the most important – and I hope that that 2014 will be the year we come to recognise the all-conquering importance of the Connection word.
A couple of weeks ago I was at the #SocialAtScale event organised by Sprinklr – an enterprise platform that, perhaps more than many others out there, is all about connecting disparate streams of social media activity (Jeremy, correct me if I am wrong). This event was essentially a discussion about where a number companies are ‘at’ when it comes to managing social media. The stand-out example for me was Microsoft (a Sprinklr client, who were also co-hosting the event). Microsoft, of course, has a long history of involvement in social media and has probably been the bravest in de-centralising their approach: basically just telling people to get out there and get on with it. I rather liked this bravery. But it now appears that Microsoft is looking to tame the chaos somewhat and re-assert some element of control, one of the reasons it has turned to Sprinklr.
The new Microsoft approach to social was outlined by Georgina Lewis, who talked about rationalising the numbers of channels and platforms and the mantra “hashtags not handles” (incidentally, this is a mantra which I heartily endorse, not just from the control perspective, but because a hashtag is a space, and a handle is a place – and social media is much more about spaces than places). However, I couldn’t escape the feeling that this was an approach that was primarily about controlling the output, based on the assumption that uncontrolled output was likely to involve inefficiencies or confusion. So I asked Georgina about how listening (input) factored into the process Continue reading