As we find ourselves on the eve of the largest IPO in history, and Mark Zuckerberg is about the join the elite and enviable ‘top 10 richest billionaires’ list at the ripe old age of 27, there can be no doubt that social media has not only revolutionised the way we spend our time and how we interact but also that it is here to stay.
Facebook is not the only social platform but it has been the most active in adding functionality and content, making sure that we spend more time there. The question is why does Facebook spend so much time, effort and money on making our experience richer? Well, the real reason is because Zuckerberg & Co is not selling a platform…
he is selling us!
We are not the customer, we are the product. A product that has an estimate market(ing) value of $100bn.
What Facebook, and social media in general, offers is an incredible and unrivalled insight into the human psyche, behaviour, habits and likes/dislikes. It is this and the fact that social media has changed the way we communicate that makes it such an asset to the business world.
There are already a wide variety of social business platforms out there including giants like Yammer, Jive and MS Lync as well as lesser known options like Igloo. Even Salesforce, the CRM giant has jumped on the bandwagon with Chatter and I suspect we shall see many more come (and go) over the next few years.
Putting the choice of platform aside there are many obvious benefits to implementing a social business strategy, namely that it allows people to collaborate in real-time, facilitates exchanges of ideas and discussions without geographical boundaries. It is more mobile, and provides the generation Z workforce with a platform that is familiar, slick and quick. It allows them to have conversations on their turf, in their language and on their terms (we are after all talking about a generation which is arguably more comfortable typing LOL than actually laughing out loud!).
And of course then there is the cost benefit. Social business platforms are relatively affordable in terms of licence fees but the enormous savings are made in the deployment. As they are to be used ‘out of the box’ and don’t need (can’t/shouldn’t) be bespoke, they are unwrapped and configured in weeks rather than months and there are less bug fixing or training requirements. You don’t need a battery of people in a dark room tinkering away 24/7 to keep it going. Add it all together and the savings over implementing an intranet are enormous (note: that is not to say one replaces the other!).
The fears about conversations getting out of control or it becoming a distraction rather than a benefit are real but with the right governance in place and the essential absence of anonymity, experience shows that these platforms do become self-policing and hugely effective. The harsh reality is that the conversations are going to happen anyway so the question is: would you rather they ‘graffiti the inside of the company or the outside’ (love this analogy but can’t claim it as my own – Thanks Nick Crawford).
But now the million dollar, euro, pound (and soon drachma??) question is: what makes them successful?
I am sure some may disagree and offer suggestions like usability, adoption campaign/internal marketing (all of which are important!) but for me it is the same ingredient that made external social media platforms such a success: The Evangelist.
This is the person who is first to post a comment. The first to like a post or start a poll. The first to use locations to identify where he/she is. More importantly the person who loves to talk about it and who people listen to.
Identify your evangelist(s), give them subtle incentives, allow them to be the ‘alpha leader’ who influences the rest. Make them part of your core team and let their enthusiasm enthuse others. There are few things as effective as endorsements from your peers and colleagues.
It is these evangelists that have a commanding influence over success and failure. Embrace them, I say!