Skilful Minds

Podular Organization and Edge Businesses

Skilful Minds

My last post, Institutional Innovation and Podular Design, noted a number of insights from the Aspen Institute''s report, Institutional Innovation: Oxymoron or Imperative? One insight which I did not discuss is relevant to understanding the changing way teams work together in organizations and, by implication, in a Connected Company.

Design and “Gamification At Work”

Skilful Minds

The Interaction Design Foundation is publishing Gamification At Work by Jankaki Kumar and Mario Herger for the public tomorrow. I just finished reading the book and taking notes thinking I might review it. However, rather than do a simple review of the book’s content, I decided to situate the major points from the book into a post on […].

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Social Flow and the Paradox of Exception Handling in ACM

Skilful Minds

There is nothing like an exception to the way things are done to highlight the need to increase knowledge sharing, especially if the exception is one instance of a pattern that results in bad experiences for customers. As Jay Cross recently noted, people learning at work rely on social, or informal learning, around 80% of the time.

Siloed Social Conversations Impede Shared Experience

Skilful Minds

The Altimeter Group’s report from earlier this year, The Evolution of Social Business: Six Stages of Social Business Transformation, offers the above graphic to exemplify the way social networking develops as the social activities of businesses mature. I tend to feel skeptical about many developmental models in social business simply because markets differ, sometimes in fundamental ways, […].

2017 Customer Training Benchmarks Study

What are the baseline metrics for a successful customer training program? Find out in Skilljar's inaugural customer training benchmarks study, which includes an analysis of completion rates, course duration, and more. Click to download.

Social Learning, Collaboration, and Team Identity

Skilful Minds

One of my earlier posts asked the question, Who's on Your Team? Its focus was on the importance of social software applications in the Enterprise to the ability of distributed project team members to recognize who is on their team at any point in time, and who isn't. Organizational analysts refer to the challenge as a boundary definition problem for teams, when members are spread across large distances whether geographic or cultural in nature.

Social Media Robots, Personas, and Narrative Gaps in Qualitative Research

Skilful Minds

Back in 2006 I read the following point on Hugh Mcleod's blog, Gapingvoid: "If people like buying your product, it’s because its story helps fill in the narrative gaps in their own lives." At the time I thought it conveyed nicely the point made by Gerald Zaltman in How Customers Think that "companies should define customer segments ont he basis of similarities in their reasoning or thinking processes" (p. 152) rather than the conventional constructs related to demographics.

Social Flow in Gameful Design

Skilful Minds

Don't Gamify Wild Bill discussed the importance of designing for voluntary play in serious games. Play is the baseline requirement for any game designed to provide useful indicators for gauging individual and organizational successes over time. Specifically, my point is that those interested in gamifying employee engagement in social business, and who also aim to effectively use collaboration, must optimally design for emergence not just competition and cooperation as guiding principles.

Using Social Network Analysis in Social Business Design

Skilful Minds

My previous post discussed the Open/Closed culture fallacy in social business design. I contended that leaders of large corporations are typically unable to answer the key strategic questions posed by David Armano in an important post recently. In this post I'll continue that line of thinking by considering a combination of David's third and fourth questions in light of the open/closed culture fallacy.

Seven Simple Secrets to Off-the-Shelf Course Success

Off-the-shelf elearning is applicable for a wide audience, but it won’t address your organization’s unique situations or distinctive content. So are these courses all that helpful? For sure! Read on for 7 secrets to make off-the-self learning your own.

Don’t Gamify Wild Bill

Skilful Minds

There is a lot, actually a whole lot, of buzz over the past year about the gamification of business, specifically marketing, training, customer service. Much of it misses the simple point that it is the experience with it, the playfulness of it, that makes a game. Not the scoring system, or the rewards, or anything else can make up for a game that participants (customers or employees) don't experience as play.

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Social Learning and Exception Handling

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We know that most learning in the workplace is informal. Most observers put it at around 80%. Recently, John Hagel and John Seeley Brown contended that "as much as two-thirds of headcount time in major enterprise functions like marketing, manufacturing and supply chain management is spent on exception handling."

SharePoint is not Enterprise 2.0 or Social Networking " Skilful Minds

Skilful Minds

The title for this post is drawn from a recent assessment of SharePoint 2007 offered on Thomas Vander Wal's bog, Personal InfoCloud. Thomas' post, as always, offers a unique point of view on what Enterprise 2.0 consists and, specifically, how SharePoint measures up.

Collaboration, Empathy, and Language in Global Teams

Skilful Minds

The trade-offs in deciding whether to implement a lingua franca policy are pretty well known. Pressure from other global players such as suppliers, customers, partners, and competitors who increasingly use English is one. Diversification of organizational tasks across departments in different countries creates bottlenecks without a lingua franca, increasing inefficiencies. A third reason relates to making mergers and acquisitions among global companies smoother in organizational terms.

3 Ways to Create a Best in Class Customer Training Plan

Looking to improve your training plan for Q4 and beyond? Download this guide to learn how the right goals, education, and tools can help.

Social Business, the Golden Rule, and Open Empathy Organization

Skilful Minds

I first took real notice of the term "social business" in a post early this year over at Peter Kim's blog. The concept is discussed by a range of observers interested in the implications of large numbers of people using web 2.o technologies, especially social media, within corporate enterprises as employees, or outside them as customers.

Exploring the Usefulness of Chartjunk at STLUX’11

Skilful Minds

At the end of February I co-presented at STL UX 2011 with Dave Gray. Our presentation was called Exploring the Usefulness of Chartjunk. The collaboration behind the presentation started as an exchange between the two of us on Twitter regarding whether the whole concept of Chartjunk is a myth.

What are the Organizational Limits to Analytics in SCRM?

Skilful Minds

Recent studies, one by Sentiment360 and the other by FreshMinds, contend that social media monitoring tools aren't very accurate in measuring sentiment, much less influence. The insight isn't a new one and speaks to the now well-known issue of whether social media engagement is scalable.

Transformations in the Grocery Shopping Service Journey

Skilful Minds

Grocery shopping is one of those chores that we all have to do from time to time. I'm introducing the topic of grocery shopping as a service journey not because the concept is new. Few people who analyze what grocers do and how people who shop in their stores get the job of buying groceries done would be surprised that it is a journey. What I want to do is provide a brief history of the grocery shopper's journey, and key transformations of that journey.

How to Select an LMS for Customer Training

Finding an LMS suitable for customer training can be tough. Check out our guide to learn about some key considerations for selecting a customer education platform.

Ethnography, Globalization, and Experience Design

Skilful Minds

One of the most visited posts on this blog is titled, Empathic Research Methods and Design Strategy. In it I add to points made by Adam Silver, a Strategist at Frog Design, noting that globalization and digitalization in the 1990s resulted in product and service interfaces with more culturally diverse and geographically distributed customers. The combination of these forces led designers to search for new methods to augment artistic intuition.

Social Media is a Compound Noun

Skilful Minds

Social media is not a noun (media) accompanied by an adjective (social). In fact, as long as we think of it that way social media can only fail to achieve what the thought leaders who advocate its use believe it capable of doing. Social media is, in fact, a compound noun. Neither term is sufficent to describe what is done by those using it unless we consider it as part of the other. social business design social media

Empathy and Collaboration in Social Business Design

Skilful Minds

To get to the main point quickly, let's do what few people offering thoughts about collaboration actually do. Let's explicitly discuss what it is. First off, collaboration isn't just about people sharing information to achieve common goals. Collaboration is about people working with other people to achieve common goals. Advocates of Enterprise 2.0

Socializing Big Data through BRPs

Skilful Minds

BRPs result in business exceptions and take up almost all of the time employees spend at work. Interestingly, much of the writing I see on Big Data is about making ERPs more efficient or making guesses about when to expect occurrences of a BRP. In other words, both goals are really about making coordination of organizational efforts more efficient and/or effective. Big Data Collaboration Ethnography Innovation Social Business Design Ubiquitous Computing Web 2.0

Training for Lead Generation, Customer Onboarding & Support

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Institutional Innovation and Podular Design

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In Social is the plural of personal JP Rangaswami contends that institutional innovation is required to achieve the potential that social software offers organizations in general, and for-profit companies in particular. JP's voice is one of several important contributions to current thinking about innovation. Change Management Collaboration Experience Design Innovation Social Business Design Social Media Social Networks Web 2.0

On the Roots of Social Computing

Skilful Minds

I recently received an invitation from Mads Soegaard, Editor-in-Chief at Interaction-Design.org to offer those who read this blog an early view of a new chapter on Social Computing in their encyclopedia. I’m a little late on this writing for you to get a pre-publication view of the chapter but I wanted to make sure and point it out for [.]. Collaboration e-Learning 2.0 Enterprise 2.0 Innovation Social Business Design Web 2.0

A Learnability and Experience Design Update

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One of my earlier posts discussed the learnability of a service as a key challenge for experience design. Today I ran across this early video from Don Norman on learnability and product design. I thought I would share it. Experience Design Innovation Learning Experience Service Design Social Business Design User Experience Collaboration Customer Experience learnability learnable social learning user experience

Failing to See Money Hiding in Plain Sight

Skilful Minds

I've discussed ethnography, especially digital ethnography, several times taking note that, whether we use ethnography in marketing or design research remains irrelevant to the methods employed. What matters is whether we develop the research questions around the assumption that sociocultural practices provide the data source for answers. Ethnographers research settings, situations, and actions, with the discovery of surprising relationships as their most basic goal.

Employee Training Playbook by Lessonly

Strengthen new employees and develop existing teams with Lessonly’s Employee Training Playbook.

Customer Competencies, Co-Creation, and Brand Communities

Skilful Minds

Word of mouth communities and networks using social software are increasingly spread over regional, national, and international borders, making them much more important to those who market branded products and services, online and off. The recent buzz around the concept of social business points to the growing importance of social networks and communities to the evolution of business practice.

Social Business Design: Insights from HP’s WaterCooler

Skilful Minds

So, here social media sits, between fear and faith. Needless to say, the truth about social media's implications for business design lies somewhere in the middle. The fact of the matter, as Todd Defren tells us, is that we need to begin seriously discussing "how Social Media Thinking will impact the greater whole of the company.". Customer Experience Enterprise 2.0 Experience Design social business design social media socialCRM

Social Media, Word of Mouth, and the Cynefin Framework

Skilful Minds

Speaking the language of customer-centricity is not good enough. Companies must talk-the talk and walk-the-walk for brand strategy. Brand strategies are most effective when based in the design and delivery of business services themselves. Listening to the conversations people engage online about a topic (such as your brand), and eliciting the participation of those people in the development and refinement of products and services, are two key parts of an experience design strategy.

Finding the Social Core of Facebook Friends: Revisiting the Dunbar Number

Skilful Minds

A recent Economist article discusses the relevance of Dunbar’s Number to friending in Facebook, and its relation to the size of social networks, especially networks of close friends. The article addresses a similar issue outlined in an earlier post here on the influence of influentials on Twitter, which focused on findings of a recent study by members [.]. Social Networks social media facebook friends social core social media marketing social network social networking twitter Web 2.0

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[eBook] Make Better Business Decisions with Customer Training Data

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