Social media on the inside - KnowledgeBoard

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Social media on the inside

Social media on the inside

Social media is most transformative when used inside the company, says Web 2.0 expert Leon Benjamin - and the implications are far reaching...

Are customers suffering from ‘work rage’? This phenomenon hit the news as far back as 2001 when Gallup surveyed 1.4 million workers via 100,000 divisions in North America and Europe. They discovered that 17% found work satisfying, 63% were not committed and actively looking elsewhere and 20% were disenchanted, disaffected and often militant in expressing dissatisfaction. Also reported at this time, 80% of men and 71% of women were unhappy with the number of hours they work and 72% of managers were criticised by family and friends for overwork - all this resulting in a one in five chance of a customer interacting with a disaffected employee.

T here’s a common thread around the value of interactions, of customer interactions, of relationships formed, or what our accountants define as relationship capital or intangible assets. These assets contribute as much as 70% to the share price of a company and, yet, there is no widely accepted way of measuring them.

The Enron effect

A prolific amount of academic research is being done in this area, partly driven by mandates in the US Sarbanes-Oxley Act, created to er, prevent collapses like Enron and Andersens from happening again. Interestingly, post mortems following Enron et al revealed that ‘chatter’ in online groups predicted the collapses as far back as two years before, with stunning accuracy of the people and companies involved. What is the value of these intangible assets (‘markets are conversations’) given the cost of the ...

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http://www.knowledgeboard.com/item/3011

http://www.knowledgeboard.com/item/3011