Monthly Archives: January 2011

This post argues that Quora’s Q&A format is interesting, but community knowledge aggregation will continue to happen in places like Wikipedia.

In the past few days, I’ve had several great conversations in different forums that happened to share a common thread. “Is it possible or useful to analyze unstructured social data?” I argue that it is possible, but it might not be useful. Let’s start with Analysis. Analysis should be: Abstract – detached intellectual process basedContinue reading “Analyzing is more than just Counting”

There is broad consensus (at least among industry observers, vendors, consultants, analysts…) that companies need to become more “social” to remain competitive in the next years. “Social”,  in this case, mean many different things but generally is the business response to both generational behavioral changes and adoption of social technologies, including social media, with itsContinue reading “Can Old Dogs Learn Social Business Tricks?”

Not Love at First Sight I met Twitter for the first time a year ago today.  I was not particularly impressed after our first interaction. I don’t think Twitter was either. It did not talk back to me. I could not have predicted then that a year later it would take such an important roleContinue reading “Twitter and I. Our first Anniversary”

I have recently written about how moving to a social business model requires us to shift our thinking on metrics and accountability. My argument has been that metrics need to reflect the real business impact (the example was Customer Service being credited for new business because it was result of referrals by happy customers). But partialContinue reading “Focus on Mission, Deliver Customer Experience”