(Report) Social Media Crises On Rise: Be Prepared by Climbing the Social Business Hierarchy of Needs

What’s a crises? We did analysis on the list of social media crises aka “punkings” to find out what went wrong, why, and what should have been done. First, a workable definition on Social Media Crises for this report: A social media crisis is an issue that arises in or is amplified by social media, and results in negative mainstream media coverage, a change in business process, or financial loss. To refine further, while crises may happen on a daily basis we wanted to focus on crises that had the actual outcomes: We categorized each crisis according to three severity levels: Level 1 is for crises that result in negative coverage in mainstream media; Level 2 is for crises that result … Continue reading(Report) Social Media Crises On Rise: Be Prepared by Climbing the Social Business Hierarchy of Needs

People on the Move in the Social Business Industry, August 27, 2011

The hires in the social business space continue to heat up, in fact the market research data (read the report) shows that hiring is the top spend in 2011. Expect there to be more hires over coming quarters. Both the submissions on this job announcement board, as well as available social media positions at corporations continue to pour in. In this continued digest of job changes, I like to salute those that continue to join the industry in roles focused on social media, see the archives, which I’ve been tracking since Q4, 2007. People on the Move in the Social Business Industry: Louis Gray, joins Google+ team as Product Marketing Manager. I’ve known Louis since he made his big splash a silicon valley … Continue readingPeople on the Move in the Social Business Industry, August 27, 2011

Finding: 1 in 330 Employees Publishes on “Official” Social Media Accounts

We’re measuring how companies are using social media technologies to connect with their customers and have data back from the field of over 140 enterprise class corporations, many of which have the coveted social strategist role and formalized programs. To find out how far reaching the social media programs stretch into the enterprise we asked two questions: 1) “Approximately how many employees post content to official social accounts?” and then to derive some ratios for cross-tab analysis 2) “How many employees are in your company?”. We wanted to pose these specific set of questions as it helps us to better understand the proliferation of social business of customer engagement within the hub and spoke model, “Dandelion” and “honeycomb” models. If … Continue readingFinding: 1 in 330 Employees Publishes on “Official” Social Media Accounts

Trend: Some Community Management Activities to be Outsourced

As we continue to conduct research in the social business arena, it’s important to point out the trends in the space. In particular, a role that is so key to success for customer engagement (marketing and service) is the challenging (and often under-appreciated) community manager role.  Lately, I’ve found a few trends that community managers (and their bosses) need to be aware of, as the space continues to grow. Third Party Community Management Specialists On The Rise: Here’s what we’ve been seeing based on a few briefings and interactions I’ve taken in the past few months:  Recently, I spoke to a group of community managers at Weber Shandwick (invited by Stephanie Agresta) a communications agency, they work closely with their clients … Continue readingTrend: Some Community Management Activities to be Outsourced

Updated List of Social Media Corporate Buyers: Corporate Social Strategist

I’ve updated the list of Corporate Social Strategists, for 2011, see it here. These are the hard working open leaders within corporations that are making cultural change using new technologies to connect with customers and employees. It’s important to salute their efforts. I wanted to first apologies for my delay in updating, but I’ve gotten around to it now. To submit, please carefully read the post, and follow the submission guidelines, which includes leaving a comment. I responded to all comments after reviewing the submission, so you can see verification. The folks added in this round include: Christina Sponselli -Director of Social Media University of California, Berkeley Laurie Meisel Manager -Social Media and Digital Marketing McGraw-Hill Construction Tiffany Winman – … Continue readingUpdated List of Social Media Corporate Buyers: Corporate Social Strategist

Google’s Browser OS “Chromebook” is Start of New Lightweight Era –Yet Lacks Productivity Features

Recently, I got my hands on the new Chromebook, a light featured laptop using the Chrome browser as an OS, and a Samsung laptop as its physical frame. While the market is still discussing the end state of HP’s Web OS, now’s a good time to see how other companies are launching their platforms. In particular, the war over eyeballs, desktops, and devices between Microsoft and Google is a long strewn out battle. In Google’s most recent move of Chrombook, they launched an incredibly thin version of an operation systems, Chromebook OS. While I’m not a device guy (I leave that to colleague Chris Silva) I do want to discuss the future of the web, which is most suitable for … Continue readingGoogle’s Browser OS “Chromebook” is Start of New Lightweight Era –Yet Lacks Productivity Features

Matrix: Challenges and Opportunities Abound for Social Media Management Systems

Just 6 quarters in and this space continues to heat up with nearly 30 vendors.  We’ve done over four due diligence calls with VCs in this space in last 30 days, and Altimeter are helping a couple of brands short list their vendors for RFP inclusions –brands know they need an enterprise solution. This scope of this post is for the pure play vendors and does not include the numerous entrants that will explode into this space from the incumbent software category.   To help move the industry forward, here’s my perspective on the space, all which I’m telling buyers as well as investors. Matrix: Challenges and Opportunities Abound for Social Media Management Systems Strengths: -VC Funding for Rapid Growth … Continue readingMatrix: Challenges and Opportunities Abound for Social Media Management Systems

Open Research: A Framework for Social Analytics

Over the last few months, Susan Etlinger, a former marketing strategist, and most importantly has used brand monitoring tools, has lead Altimeter’s latest research report on analytics.  After interviewing nearly 40 experts and working with Charlene Li and a bit of help from myself, she’s found six distinct use cases (see compass below) on how companies are measuring using these new toolsets. We know that measurement is the the top goal inside of companies, and while I’ve published this data before, it’s important to recast it to show the important of measurement in an emerging technology set. Why are social analytics so important? This is a new medium, and proof over re allocation of investment is key. Being a new … Continue readingOpen Research: A Framework for Social Analytics

People on the Move in the Social Business Industry, August 12, 2011

The hires in the social business space continue to heat up, in fact the market research data (read the report) shows that hiring is the top spend in 2011. Expect there to be more hires over coming quarters. Both the submissions on this job announcement board, as well as available social media positions at corporations continue to pour in. In this continued digest of job changes, I like to salute those that continue to join the industry in roles focused on social media, see the archives, which I’ve been tracking since Q4, 2007. People on the Move in the Social Business Industry: Greg Meyer joins Assistly as Director, Customer Wow Delivering customer delight for users of this SaaS Help Desk solution. Sonal Mehta … Continue readingPeople on the Move in the Social Business Industry, August 12, 2011

Altimeter Roundtable: Mobile Discussion on “Enrich, Engage, and Entrust”

Altimeter hosted our second roundtable lead with our newest hire, Chris Silva (blog/Twitter) who’s our newest analyst at Altimeter focused on Mobile Strategy. Chris also stems from Forrester, and was an analyst there focused on mobile, he was actually one of the trainers in my new hire orientation. Above: Mobile Proud! Roundtable attendees show off their personal devices at the Altimeter Hangar. Attendees consisted of representatives from startups, mobile app vendors, large device manufactures, brands, social web companies, and media creator: Almost Savvy, Appconomy, Ascentium, Avere Group, Box, DoubleDutch, FrontRow Antics, Janrain, LiquidSpace, Logitech, Mekanism, MIT/Stanford Venture Lab, Moxie Software, nvidia, Oracle, Pansonic, Quantinto, Ready to Go Information Technologies, Responsys, Retailigence, Rocket Fuel Inc, SAP, Seesmic, Social Guides, Sony Electronics, … Continue readingAltimeter Roundtable: Mobile Discussion on “Enrich, Engage, and Entrust”