socbizchat

thinking either/or is a false choice, which is part of the problem @IBMSocialBiz need more #holistic approach

Q2 @IBMSocialBiz Yes. By rejecting the notion that it’s people, are interchangeable resources and eliminating one-size-fits-all solutions, decoded companies understand people better and personalize their processes, policies, and tools to the individual.

.@chrisheuer false dichotomy for sure. You can't win with either of them as the single focus.

A2: @IBMSocialBiz - Absolutely both!! Without a doubt, they're equally important!!

In a similar way to how Amazon, Facebook, Google, and other consumer companies have decoded our preferences to personalize our experiences; Decoded companies use the same big data techniques to understand their own people & curate experiences

a2: its really about people as @leeromsegal says - regardless of their title, role or perceived position in the market

Q2 I'd say it's a question of which one you focus on first, not to the exclusion of the other. @IBMSocialBiz

@chrisheuer Agree 100%! People (employees and customers) are your greatest asset and source of ROI!

a2: as I explained in my Ignite talk at #IBMAmplify engagement must be understood and planned across every relationship of an organization

A2 We talk in the book about @vineetnayar's employee first perspective. Similar approach. @IBMSocialBiz

A2 @chrisheuer very true. Too many companies focus only the external side though. Internal relationships are equal if not more important.

@jaygoldman and the chicken/egg problem can become the challenge here, as you end up never being truly complete with understanding and supporting one, so some don't get to even thinking about the other - so customers often win the ceo's attention more

Are there fundamental differences (in approach or otherwise) in understanding employees vs. understanding customers?

@leeromsegal Oh I like this as understanding engagement is huge!

.@danielkdtwt you can use a lot of the same approaches and technology. We talk about #DigitalBodyLanguage — the bits are different internally but the theory is the same.

@danielkdtwt one of the differences is naturally in regards to motivation and reward for the level of #engagement

.@ideakid88 hiring the right people and keeping them engaged is the single most strategic thing that leaders can do

It seems that orgs have also been collecting (or trying to collect) data on customers for a long time now, but only recently have they been moving beyond performance reviews to collect data on employees.

@danielkdtwt another thing to think about is the alignment of purpose and passion - if the org is made up of people only concerned with the paycheck and aren't actually a potential customer, its harder for them to understand each other

The companies that invest in understanding #DigitalBodyLanguage can thereby reduce bureaucracy and that allows them to execute and evolve faster

@danielkdtwt more companies are starting to hire from their existing customer base (I hope to see even more doing this soon)

@chrisheuer Interesting!

@chrisheuer I hadn't heard of that practice! That's really interesting actually, and adds a whole new dynamic to the company-customer relationship!

A8: all collaboration is really social collaboration :) @IBMSocialBiz

a8: @IBMSocialBiz all collaboration should inherently be social. the fact it was not, is THE problem

Q8 @IBMSocialBiz Take email for example. E-mail is the ultimate faster horse. It is simply a digitized memo. It gives people the illusion that they are moving faster, while it's a ultimate tool to let others re-prioritize your day for you.

A7 people in different offices or geographies often collaborate only on work but lose all the weak signals that come through the richer social channels. Adding social forms deeper relationships that drive collaboration @IBMSocialBiz

most importantly, HR needs to realize collaboration systems are in their purview - empowering employees job#1

.@chrisheuer selecting a collab system should be a collaboration itself, between HR/IT/and business units. No one group can assess enough of the requirements to choose for the whole business.

By drastically reducing email, we can reduce your interruptions & increase your flow (ability to keep focused). It wasn’t long ago when people used to rely on email to organize events and send photo albums, but Facebook solved this @ home.

a8 social collaboration definition: systems for communicating and creating that are open, accessible, integrated

@jaygoldman Yes and return on collaboration is so much more than ROI!

I'm biased but setting up ad hoc group conversations in real time is great way to get things rolling

@furrier if only there was some great, web-based tool for doing that

the tools that are cloud based that can integrate well like Slack are great too

I still find email useful for certain types of communication, but let's face it, nobody wants to receive a 10MB file over email, nor to have to forward that same file. More, smarter, easier collab tools are going to make life way better.

@danielkdtwt email is great but not preferred for younger consumers; integrated messaging is a hot topic; I find I use DMs a lot recently

@furrier Yes, knowing the preference of the person you're communicating with is really important!

@danielkdtwt contextual and real time are my fav topics bc this will great acute conversations/transactions; email is system of record like but systems of engagement are real time

so many people think this is a #Millennial thing, but its a human thing. only way for us to improve is together

A4: @IBMSocialBiz - I think feedback is great. It makes me feel like they really understand our business / accounts, etc...

Q4 Very important. We believe performance reviews are a relic from our agrarian roots. We believe in 1x1's weekly that are data driven.Top performers have coaches whispering in people’s ears so they can make minor course corrections.

A4: part of this is what we call the #RuleOf5Degrees. If you set out from harbor on a boat and you're 5° off course, it's easy to correct early but very, very hard the further you go @IBMSocialBiz

A4. Regular 1:1s have always felt more natural and useful to me. When you only meet quarterly or annually, it feels forced and artificial. It also feels to late to do anything about the past and too vague to be useful for the future.

.@chrisheuer it's the only way we actually learn! Human nature. We need feedback.

one of the differences between being a manager and a leader is realizing that developing your people is the #1 priority

@chrisheuer Thank you Chris! Relationships are human - you don't schedule a quarterly meet with your friend so why do it with your team.

A4 also, very important that feedback is separate from compensation conversations @IBMSocialBiz

.@chrisheuer the only thing that might be more important is hiring the right people in the first place, but otherwise agreed

we also have other feedback loops, including our dashboards being dynamically updated against goals, as well as social tools that allow people to recognize/thank each other, it is a more merit-based approach to reputation management.

would also highlight that who you promote signals to the organization what behaviors to emulate. As such, it is another form of feedback to everybody and as such, promotions need to be very data driven as well.

A4: @leeromsegal is pointing to the need for feedback outside of meeting with your leader — self-service feedback can come from data

@leeromsegal Yes, there are so many ways to get feedback these days, people can be a lot more involved in self-correcting. (Not to say managers are off the hook for providing regular feedback, of course!)

. @IBMSocialBiz this works the other way too glassdoor shows that feedback moves in both directions