Archive for the ‘Social Software’ Category

At the heart of IdeaStream - Dub's powerful online research community platform - are a range of multimedia uploading and conversation tools that respondents use to share and express their views, opinions and ideas, all in the name of primary research.

All of our engagement tools, which include blogs, forums, questionnaires and polls, are task-based. This means each time a participant interacts, there is a clearly defined purpose and objective to it.

It's important that our clients harness these tools appropriately in order to create the right methodology. A well constructed task that uses the appropriate tool will result in high quality participation and rich responses from engaged participants. To ensure the best possible results, Dub provides support to researchers with the design of tasks.

So far so good. But how do you decide which is the best tool to use from the available options?  In this blog post I'm going to highlight when to use blogs and forums, and the different approaches they offer.

Clients often ask us to explain the difference between blogs and forums, not least because to many, they share the same characteristics. For example, with both these tools in our research software, it's possible for participants to share text, web links, pictures and video. They can also comment on posts left by others. There are, however, some fundamental differences.

Blogs
Each blog task creates a unique blog for individual participants. For example, if you create a blog task that you want the entire group or community to participate in, you will create as many blogs as there are community members. In other words, participant A will be responsible for filling out his blog, while participant B will be responsible for filling out their blog. They can each go and look at the other member's blog and comment on their posts, but they are individual blogs.

A typical example of when to use the blog tool is when you want individual participants to share day-to-day aspects of their lives - in a diary format. The blog tool is also very effective for creative tasks whereby you want participants to bring a product to life - perhaps by creating, naming, drawing and making an advertisement.

Forums
Forum tasks are shared between all participants. As such, no one person is responsible for a forum. If you create a group discussion for all participants to take part in, then you create a forum topic that all members can access and post to. So, participant A will post to, and leave comments on, the same forum as participant B posts to and leaves comments on, and so on.

Forums are excellent when you want a group discussion that is not led by any one individual in particular. For example, if you want participants to share insights around a shared experience - places where they shop, cooking techniques they have picked up, giving advice about a specific topic. Forums are also great when you want to debate topics.

So, in a nutshell, blogs are personal and forums are shared.

If you would like to know more about how Dub can help you deliver creative online research, please get in contact with Stephen Cribbett at stephen@dubstudios.com

We talk to qualitative market researchers within agencies and in-house research departments almost every day. So having banged the drum of online qual research for several years now, it finally feels as though the message that social media and market research are good bed fellows is finally getting through!

Understandably, qual researchers don't want their well-honed analysis skills removed or undervalued, but they are now accepting of the fact that the process of engagement, observation and data capture can benefit hugely from the use of smart social software and social networking. Blogs, bulletin boards and communities - all forms of social software - are fast becoming the tools of choice for agencies looking to engage consumers in deeper, more candid discussion, and with greater efficiency (time and cost!). Where before these platforms were simply seen as a means to push messages, they are now accepted tools to allow the researcher to get closer to the consumer (in their environment on a very regular basis)  than ever before.

But harnessing social software, social media and online networking behaviours requires new skills as well as tools. New listening skills, the ability to design engaging online tasks and activities, and, most importantly, knowing how to 'talk' to people online is a big challenge for those agencies stuck in the past. For this reason along, dub has created a compelling range of products and supporting online research services to help brands and agencies negotiate the pitfalls and overcome the hurdles to create more engaging, creative research.

These new research skills and techniques should be adopted by all newcomers, fast, as the world of insight communities - or MROCs - and research blogging is fast becoming the norm for immerse and longitudinal studies.

To find out more about how your agency and day-to-day work can benefit from dub's research online tools and services, contact Stephen Cribbett at stephen@dubstudios.com

This week saw Dub launch two great new tools for qualitative researchers, namely bulletin board focus groups (BBFGs) and online market research communities (MROCs) solutions.

IdeaStream is our new online research community platform that combines  live, asynchronous and qual / quant market research tools. IdeaStream is designed to support communities of several hundred members anywhere in the world and has multi-lingual capability. IdeaStream has a range of task-based tools alongside those of a more open nature. Moderators and Community Managers (CMs) also benefit from the integration of our powerful moderation tool, Notes, which alows Moderators and CMs to collaborate more effectively on projects, manage community members within a single environment and share insight with clients and colleagues at the push of a button.

You can download an IdeaStream product sheet here, and request a demo here.

Knowing how much researchers love bulletin board focus groups (BBFGs), we've also released a new multimedia BBFG solution, aptly named BulletinBoard. It's been designed by researchers for researchers, and comes with all the features you'd expect such as text-based responses and moderation tools for deeper interrogation. It also offers some unexpected and powerful new features including multimedia sharing (pictures and video) and integrated polls and surveys. BulletinBoard also benefits from use of our Notes tool, so moderators can work collaboratively and document their thoughts and rate posts over time. This removes the need to scan everything again sequentially come the end of your project, and saves you valuable time, effort and, of course, money!

Get a copy of the BulletinBoard product sheet here, and you can also request a demo here.

If you'd like to find out more about IdeaStream and BulletinBoard, including standard rates,  then please contact Stephen Cribbett. In the meantime, you can register your interest and keep up-to-date with our news and new releases, including the soon to be released qual research-oriented journal and blogging solution, by entering your details on our homepage.

At last week's Social Media World Forum (#smwf), Andy McLoughlin, co-founder of Huddle, gave a stirring presentation about their business, why and how it came to be, and why collaborative, on-demand solutions are the future.

Here's the presentation in full (courtesy of my shiny new Flip camera - I love it!)

A bit like the new book Rework, by 37signals, that I reviewed recently, this was a must-see talk for small businesses, and a valuable lesson that often the most successful businesses are founded to 'scratch your own itch', or solve a problem that blights you personally in everyday life. In Huddle's case it was how to work in teams and collaborate remotely with co-workers, without the need for email.

Another experiment in how to work sans email is being conducted by Luis Suarez over at IBM. Luis is 2 years, yes 2 years, into his experiment and has successfully reduced his inflow of emails to an average of just 14 a week. If ever there was a supporting case for the adoption of social software, this surely must be one of the most compelling!

On Monday this week I visited the Social Media World Forum at London Olympia. It's in it's second year (I think) and growing, and hosts a series of conferences, workshops and a walk-around exhibition. This year the event was seemingly split in two; one half of the camp representing Social Media practitioners, including PR and SM agencies and SM monitoring specialists the likes of Yomego, Huzu (hi Graeme!) and the ever-provocative Nixon McInnes, the other half more focused on Enterprise2.0, including platform providers, cloud computing businesses and other specialists software service providers including Telligent, Huddle and Siteforum.

I went along with an open mind, not sure of the quality that would be on show, or the extent of the show. While it was only relatively small - some 4,000 visitors over two days - there was a healthy buzz, particularly around the Enterprise2.0 entity. So while PR, Internal Comms and Marketing people surveyed the Social Media room, more as a catch-up than a get ahead, the Enterprise2.0 room was demonstrating that business was finally getting its head around how to harness social tools for things like productivity, collaboration, KM and the like - the constituent elements in what we at dub label Social Business Design.

The reason we set about creating dub, and what is clearly lacking based upon my observations from the Social Media World Forum, is to offer clients impartial advice and support in helping their organisation not only identify which platforms - bespoke or off-the-shelf - they should consider as part of the solution, but also to help generate user buy-in, or as one organisation put it, carry out user diagnostics.

There are more and more useful and successful on-demand products and services available, yet few organisations fully understand how to get user adoption, and how best to tackle things like internal policy and compliance. Sadly, the stories that came out of the event demonstrated that these things are the biggest challenges, and the things that often require the greatest resource and budget in order to achieve any semblance of success.

So while dub can and does create bespoke social tools, we also work with clients to understand if there are social solutions readily available that can do the job, and then, more importantly, work with the 'people' so that they can identify what's in it for them, and how they can use it to help them with their daily grind.

(My next post will contain the excellent presentation given by co-founder of Huddle, Andrew McLoughlin. There's also an alternative view/review of the show through the eyes of my colleague Dan Miles here)

The opening day of the Social Media World forum was a mixed bag;  eager attendees and interesting talks, underpinned by appalling organisation.

For me, the underlying theme of the day was around integration and ownership of enterprise 2.0 tools. Helen Farrar of Virgin Media presented an interesting case study of their strides to embrace social tools over the last three years. Her statement that e2.0 tools MUST be fully integrated into existing company systems and processes to succeed really resonated with the audience. It was a point that was echoed by almost everyone who presented.

I asked her what the greatest challenge was in getting internal buy-in and she was refreshingly candid. Simply put it was fear. Fear of technology, fear of loss of control and fear of disruption. The solution she gave was equally simple – show people they’re being listened to and show that top brass are behind it.

This point was reinforced by Sonia Carter of AXA UK who gave a fascinating insight into the AXA e2.0 journey to date. As a toe in the water, they developed a vBulletin forum to act as an idea engine and to develop learnings across their three distinct businesses units. Adoption was slow until they put the CEO and another top exec into a live 2-hour Q&A session. Participant numbers rocketed, a server melted and this is now seen as the single most successful piece of internal engagement in the company’s history.

The thorny issue of compliance also raised its head here. The first incarnation of the community was developed at low cost and therefore rapidly implemented 'under the radar'. However, with its success came the need to expand and the need to adhere to corporate policy and create user guidelines. This took 12 months and cost over ten times the original community!

Which nicely epitomised the key take-outs of the day for me. To create a sustainable and successful internal social programme you need to:

• Spread the ownership - if only one department owns it, it will surely fail
• Engage stakeholders early and engage them often
• The objectives dictate the success metrics
• Look beyond the bottom line to measure ROI - think engagement/knowledge transfer/retention

Overall it was well worth attending and as with all of these events – you get out what you put in.

I don’t know the exact number of organisations that have experimented with social software or social media for internal communications, but from those that we’ve connected with and listened to it’s clear there are a large number of them that didn’t get the results they wanted because they didn’t know where to start or were unsure of how to build adoption. So if you fall into one of these categories, here are a few pointers that you may find useful.

More than just push messaging tool
First off, social tools (wikis, forums, tagging etc), and more importantly social networking behaviours, can be deployed to help information flow more freely, enhance knowledge sharing and internal collaboration, activate deeper employee engagement, and even has proven results in achieving staff retention. They shouldn’t necessarily be viewed as a replacement for those things you are already doing, and they should be seen as something more wide-reaching that simply a communication tool versed with message pushing!

Command and control no longer
The days of command & control are numbered as social tools place greater emphasis on people at all levels by providing everyone with a voice, whether they choose to exercise it or not. Therefore, their is no such thing as ownership - it is owned by everyone, and more so by those with a hunger, passion and willing to participate and contribute. This is heightened by the fact that there are less rules than before - but guidelines are vitally important nonetheless, as leaders seek to engender adoption.

Social networks are a solution, not a problem
There are a lot of organisations and business leaders out there banning the likes of Facebook and other social networking sites from the workplace as they see it as a threat to productivity. I question, is technology the reason that people want to do something other than what they are paid for within the workplace? Perhaps job satisfaction should be studied very carefully, as should the behaviours that are now commonplace among staff in their private lives, for it is this which needs to be harnessed in the workplace.

Host the conversation, it’s taking place anyway!
Business also fears that their workers will talk negatively about a range of work-related issues. To this I say embrace it, listen carefully, and if it becomes such a problem then let the community themselves report it and deal with it in a way they deem relevant. By offering these controls, you will find such negativity rare indeed! What’s more, these conversation are taking place elsewhere, so better to be able to gather them and respond to them in the best way possible.

Don’t be afraid to experiment (and fail)
When considering the use of social tools within the workplace, don’t be afraid to experiment, and we advocate starting small. Invite a number of people whom you believe will be early adopters, and allow them to spread the word. Make them champions within the business, and they will help culture the guidelines and behaviours that can achieve your goals. Social tools are by their very nature flexible and cost-effective, so create a playground, sit back, watch and learn.

A range of business applications and solutions
And finally, developing social tools for internal communications isn’t an initiative that should be led or driven by your IT department. Why? Simply put, they exist to implement now out-moded command and control systems, and are much more focussed on the ‘tech’ rather than the all important behaviours.

Wrapping up, social tools can help you with a plethora of business cases, including the following;

• Internal collaboration
• Knowledge sharing
• Business networking
• Learning
• Internal communications
• Resource management
• Sweating knowledge capital
• Sales support
• Customer service

If you’re asking yourself how you can achieve some of these points, and want to learn more how social tools can benefit your organisation on the inside then drop me a line, I’d be happy to help, advise, guide and get my hands dirty.

Engadget, one of the leading gadget blogs on the internet, recently decided to turn off commenting on articles. Their claim is that in in recent days commenting has got 'out of hand', with a few people creating an environment that they feel is 'ugly, pointless and threatening'.

It's a bold move, and one I suspect they did not take lightly. By their own admission, and inline with the oft cited 1% rule, only a small percentage of their readership comment. However, the feature is considered one of the basic tenants of social media - allowing motivated readers to become part of the debate. Indeed, it's features like commenting, along with the low barriers to entry, ability to syndicate across multiple platforms/channels, etc. that have helped the format grow to the size, variety and popularity it has today.

Benefits aside monitoring comments, filtering out the spam and ensuring abuse is kept at bay can be a difficult process. Blog authors have options, which include:

• Moderation - before a comment is displayed online, it must be 'cleared' by a site administer, ensuring no detrimental posts get through. However, this can take away the immediate gratification users have come to expect and cause commentors to feel they're being censored. Such a process also becomes unfeasible for a site that is as popular (and has such a high number of generated comments) as Engadget.
• Spam filters - Great for some removing the 'v1Agra' type of spam message we have all come to despise, but limited when it comes to deciding if a well composed comment is inappropriate
• Community-managed voting - only displays comments that have been given a positive vote by readers. Very 'hands-off' for site owners, but requires an extra level of interaction from users
• Register to vote - Great for blogs with a small following - e.g. personal holiday blogs, but becomes difficult to track with large and manage with large user base. Equally, as user names and passwords are required each time, barriers to entry for commenting (especially for casual commentors) become very high
• Threading - this allows people to comment on comments. It doesn't stop spam comments, but it does conversations to diverge. Sites like Slashdot take this approach to the extreme, allowing unlimited 'threading'. The side effect is that this can quickly become confusing to the casual observer. Limited threading is a useful

Our advise at Dub is to try and take maximum advantage of the medium and be as open to viewer comments as possible. As you can see, there are a myriad approaches to helping mange comments. Unfortunately, for some publishers all the options in the world can't stop the trolls and spammers of this world.

Read Engadget's full statement here