Steve Mann: Enterprise 2.0 and Process

Steve Mann on his personal blog discusses some of his work at SAP. I think this piece is really important as a way to think about the “executive dashboard” of the future, with a way to help move conversations that happen online into processes inside organizations. These conversations can be used to enable organizational change and responses. Read more:

AbleBrains: Evolution, Enterprise 2.0 and Integrating Conversations with Processes

What we’ve done is integrate conversations into enterprise processes so that they are actionable on behalf of the enterprise. These take 2 forms. Conversation -> Process integration and Process -> Conversation.

A good example of Conversation -> Process integration was demonstrated yesterday briefly but to elaborate, by pulling Tweets into the SAP Business Suite and applying a sentiment engine to those tweets, a customer service rep can make those conversations actionable by identifying and emerging customer or brand issue. Someone may be complaining about your product or service. With Sentiment analysis not only can an organization proactively address a looming customer crisis but they can initate corporate processes such as raising a Customer Service Ticket to initiate a problem resolution process.

Social Media Week New York

Social Media Week New York | Social Media Club

Most people think of the Bay Area as “the” hub of Social Media activity. But, during the week beginning Feb 9th, New York will be hosting the Social Communications Summit (update: register with discount code “SMC” to save $50), The Shorty Awards, NYC Twestival, Online Community Unconference (update: register with discount code “friendofhoward” to save $25), Social Media Breakfast, plus O’Reilly’s Tools for Change.

To help people navigate this overload, SMC NYC friend Toby Daniels and a board of other folks in the community created Social Media Week NY. The site features a calendar of the events above, plus additional events being put on, unconference fashion, all around town.

Note, I’ll be moderating a panel at SoComm, so please say hello if you’ll be there.