Happiness and work, social networks and productivity.

Welcome back to another post about the Brisbane Airport. This week I will be discussing the use of internal social networks for increased moral and relationships between the staff. I hinted at this in last week’s blog about how internal wikis can improve communication and productivity but what else can internal networks provide?

Well social networks excel at allowing people to find people and share information with large groups of people. Now how is this good in a business environment? When getting work done people often need the opinion or help from other people. These people can be hard to find especially in larger companies. A social network ensures that it is easy to find who you need to find efficiently and quickly.

However this is not the main reason BNE needs an internal social network. Humans by nature are social creatures.  We rely on others for enjoyment and tend to function better in groups. Not only that the enjoyment we receive is linked to how hard we work. A team at Warwicks business school has this to say.

“We find that human happiness has large and positive causal effects on productivity,” the team said. “Positive emotions appear to invigorate human beings, while negative emotions have the opposite effect.”

So how can we use this to our advantage? Well if the CEO is involved in the internal social network it personalises him. This allows for people to not just think of him as some rich manager up above but as a person you can talk to and discuss ideas with. If Brisbane airport was to implement a social network such as this no doubt people would be much more friendly and happy to work with each other.

This is not without challenges though, considering it is still a business environment there still needs to be some restriction between work and play. If someone was to post inappropriate content or spend all hours of the day of facebook it can be equally damaging to the company. Fortunately inappropriate content would only circle among the staff but it might make working rather awkward if a joke went wrong. This requires a policy to balance work and play to get ideal results. Getting people to work better while maintaining a social and fun environment is the ultimate goal.

So how can BNE implement this? Like I said in my last post there are companies like Awareness excel in providing this kind of service to businesses.

So what do you think? Do you work harder when you are happy? Tell us in the comments below.

Awareness

Humans are Social

Happy Workers are Productive workers.

Solving communication problems with Brisbane airport.

Welcome back to another post about Brisbane airport. In this post I will discuss how wikis should be used by BNE to solve problems with communication and information.

So what is a wiki?

A wiki is a dynamic editable website with infinite room to expand. It allows members to add edit modify and delete content on the pages. This allows for many thousands of people to work on and collaborate on a page at one time.

Brisbane airport and wiki’s.

So how could Brisbane airport use a wiki and why? One of the problems facing companies is the lack of communication flow. Emails while an effective way of reaching several people with information when it comes to hundreds or even thousands of people it has its problems. These problems include forgetting to add key people to the “cc” field or losing track of the replies of hundreds of people. With a company as large as BNE this can be an obvious problem.

The solution.

So how should they solve this? Well they should implement a full scale internal wiki. With a wiki purposed to discussing sharing and editing information it will allow for greater collaboration. With this collaboration they would be able to discuss training methods how to run areas of the company and allows for the discovery and problem solving environment to fix bad habits. With a wiki implemented with various levels of access it can remain private if it is an area that only a few people should know about or be open to all the staff and even clients to disscuss.

But how?

So how should they implement this? They can use social software companies such as Awareness. Awareness can provide the wiki and blog software required by the Brisbane airport as well as allow for expansion if need be in the future.

So are wikis the way to go?

Most assuredly, wiki’s allow for a wealth of information to be discussed in an efficient and effective manner they also have worked wonders for other companies such as JetBlue as a whole and have allowed for greater expansion in many companies around the globe.

 Awareness

How other companies have used wiki’s

Creating relationships though micro blogging!

Welcome back, this week I will be discussing blogging and micro blogging in a business and various strategies involved. I also will be in cohorts with 3 other team members and we will all discuss this company and the various strategies it uses or should use to improve productivity and success.

The company we will be discussing is the Brisbane Airport. Brisbane airport is the third largest airport in Australia and it serves 32 international locations along with 46 domestic destinations. In 12 months over 20 million passengers were reported using the airport. I will be discussing the external micro blogging strategy that Brisbane airport uses with twitter.

So how does and what should BNE use twitter for? One of the strategies they use is they try to build relationships and connect with their clients. Not only do they post information about flights and destinations but they post in a way that seems friendly and informal. In doing this they are reducing the emotional distance between the client and the company. This is good as it means the clients are less likely to complain and more likely to simply ask for problems to be resolved. Also they are always ready to help out people with information regarding trains and how long it would take to walk from certain areas.

They also are enthusiastic towards their clients and post encouraging words such as;

 

“Brisbane Airport ‏@BrisbaneAirport

great photo! “@christopher_moz: Brisbane Lantern Garden. #brisbane #lantern #garden #southbank #brisbanefestival http://instagr.am/p/PV69BIpwLZ/ ””

 

“Brisbane Airport ‏@BrisbaneAirport

@erinms19 definitely will! Thanks for the feedback.”

 

They are very active in responding and giving out critical information. But they do so in an enthusiastic and peaceable way. They take on new ideas from their clients and are very willing to help out in this regard.  This is exactly how you should implement micro blogging if your goal is to create a personable and close relationship with your customers but remain professional at the same time.

 

Brisbane Airports twitter

Adoption of enterprise 2.0

We have talked about the advantages and disadvantages with web 2.0 but now we will talk about the problems of adoption. Adoption of social tools in businesses is surprisingly not taking off as fast as you would expect. In this blog I will discuss the difficulty on adoption and I will go through a business that has overcome this problem.

Adoption in business is hard for many reasons related to:

  • Incentive problems
  • Ethical problems
  • Unclear goals
  • Management resources needed
  • Unsure of the return on investment
  • Might result in negative feedback
  • Needs leadership
  • Privacy problems

However how have businesses overcome these issues? Kaiser Permanente is an excellent example. Kaiser Permanente is a health and hospital group that has been using social media tools for a while now with great success. This success is shown with a growth of 500% in positive media mentions. They use Facebook, Twitter, IdeaBook, and several other social tools and have several regions for each.

Now I hear you ask, how did they solve these adoption problems? Well the head staff took the initiative. When she reviewed the annual PR plan she posted it on IdeaBook (the company’s internal social tool) and refused to email it to anyone. Then she also encouraged the team to post comments. This is the perfect example of leadership by the head staff.

Also to help with privacy problems they use a document called the “Principles of Responsibility” This document clearly shows what to do and not do with information. Along with this they try to make people remember that social media travels at the speed of light and is intergalactic. While this may not be logically true. It does help people remember to be careful with private data.

These are just some of the ways you can adopt social media tools into your business.

http://sloanreview.mit.edu/feature/kaiser-permanente-using-social-tools-to-improve-customer-service-research-and-internal-collaboration/

Legal issues with Web 2.0

Today we are going to be talking about legal issues with using web 2.0 platforms. There are many legal issues that can befall a company and most get taken by surprise. In this blog I will talk about the various legal issues a company such as BlackBerry might face. I will also go through what you need to do to minimise the risks.

BlackBerry is a very large phone company with a substantial amount of social media presence. It has over 11 million likes on face book with 12,000 people discussing the company on Facebook. It also has a large YouTube and twitter audience. In other words BlackBerry has a large social presence however this also comes with several problems and legal risks.

There are several types of risks you need to take into account. The first of these is posting misleading information and having deceptive conduct. Such issues could get a company into heaps of trouble. For instance if they were to post something misleading even as simple as making a joke about the number of iPhone sales they could get sued for misinformation. One of the problems with social media is it blurs the line between work and fun. This can be a problem if you don’t have a proper social media policy to minimise the risks. This can lead to problems with employees

Consultants or employees might inadvertently post confidential information related to the company. This could result in a breach of privacy or even worse an NDA breach with a partner company. Also employees might not be tactful in dealing with annoyed or angry customers that could lead to a loss in its reputation. When BlackBerry had its infamous service disaster the company kept quiet on its social media platforms resulting in a loss of confidence and confusion. While this is not a direct legal risk it does make customers more likely to sue for loss of service if there is no explanation for the problem.

So how do we minimise the risks? There are several ways to minimise the risk related to social media. The first is social media monitoring. With social media monitoring you can use things such as Google alerts and Radian 6 to monitor what is being said or happening with your brand. You can also have different levels of control for employees using the social media websites under your company’s name. Proper training in good conduct can also go a long way to making sure nothing inappropriate goes out online.

However all of this is nothing compared to having a good social media policy. With a good social media policy you can lay down rules and regulations as to what gets posted online and who can post it. You can also make sure that multiple people must approve the posts before they are sent out and police what type of content gets sent online.

After the initial mess-up that blackberry made when they first started using web 2.0 systems they have had a very clean record undoubtedly due to their fixing and implementing of a good social media policy.

 

Want to read more about BlackBerrys Social media failture?

Risks and Rewards, Enterprise 2.0

This week we will discuss the possible negative and positive effects of Enterprise 2.0. It is hard to see or judge the effects that web enterprise has on a business so we will look at several cases of positive and negative effects and causes. This will give people a clear view of what to expect and lookout for when starting to use web 2.0 software and methodologies.

First we will look at enterprise 2.0 gone wrong. The problem with the web is it is global this can lead to misunderstandings and mishaps. In the case of Celeb Boutique this was a huge problem. You may remember the recent shootings in Colorado, because of this the topic “Aurora” was trending. Misunderstanding the meaning the company posted this.

“#Aurora is trending, clearly about our Kim K inspired #Aurora dress ”

Because the companies PR were not based in the USA they didn’t realize the problem. Because of this they got a very negative backlash and had to apologize immediately.

“We apologise for our misunderstanding about Aurora. – CB

— Celeb Boutique (@celebboutique) July 20, 2012

We didn’t check what the trend was about hence the confusion, again we do apologise.

— Celeb Boutique (@celebboutique) July 20, 2012”

While they managed to gracefully apologise you can see how this can be an issue with a global medium. If something like this isn’t taken care of or avoided there can be a huge reputation loss to the company. One of the problems with using twitter it that it is so easy and quick people often don’t research what is happening at the time.

However some companies like Burberry reaped the rewards enterprise 2.0 has to offer. With over 10 million facebook fans and partnering with enterprise software such as sales force and other 2.0 tools they report a 21% jump in profits. They have attributed this a great deal towards their social business strategy.

There is also the problem with time, if you allow web 2.0 applications in your workplace some of your workers could spend all their time on facebook and never working. While some use of facebook and twitter has been shown as productive you must make sure people don’t misuse the power given to them.

However while it is likely at some point you will fail in keeping a perfect record failing is not all bad. NASA consultant Kevin Jones says this in regards to web 2.0

“There are good failures and bad failures,” Jones said. “Either way, we need to learn from mistakes and react to them appropriately.” Fortunately, social collaboration initiatives do not carry the life-and-death status of space flight–and a good thing, too, given how many of them fail.”

Enterprise 2.0 has its downfalls. Company pages could be hacked; you could lose face in front of clients and reputation. However the risks of not having an enterprise strategy (falling behind on the market) and the benefits you can gain from one (improved profits and awareness) heavily outweigh the risks. As long as you follow good enterprise stratergies it’s defiantly a benefit to use web 2.0

For continued reading on how to succeed at enterprise 2.0 http://socialmediatoday.com/pammoore/545026/20-tips-avoid-being-social-brand-gone-wrong

http://www.informationweek.com/thebrainyard/news/231902191/nasa-enterprise-20-expert-graceful-failures-ok

http://www.inquisitr.com/281299/colorado-shooting-brings-out-the-usual-tasteless-self-promotion-on-social-media/

Enterprise and web 2.0 for business.

Welcome back, this week we will look at how companies can use web 2.0 applications for enterprise. In this blog I will look at two different companies using web 2.0 applications for enterprise. The first company will have originated offline and the other would have started online. That way we can compare the differences.

The first company I am going to look at is MSI. MSI is a computer hardware company that has moved to a web 2.0 strategy. They have done this by creating several face book pages for the different regions and YouTube and twitter accounts.

You can see this in relation to the Wikinomics business models below

Peering– MSI use Facebook, YouTube and twitter. They also have a blog set up to attract and even larger crowd.

Openness– They allow comments and interact with the general public on facebook or anything related to MSI.

Sharing–They share information freely between mediums and websites.

Acting Global– They have facebook pages and website for different regions so they maintain a global yet targeted approach.

Curse is an online gaming company set up in 1997 that now has over 19 million unique visitors a month. With the website originating on the internet they see the need for 2.0 enterprises with various web 2.0 applications. They have several facebook pages for almost all of the various topics and categories they cover. They also have YouTube channels to match, this results in a large network of connectivity that allows them to get their name out there.

Peering– Curse use Face book, twitter, YouTube and Curse has set up a curse client for easy management of add-ons and other features. This is a great feature for them as it means people are more likely to see all the content thus bringing in more add revenue.

Openness– Comments and feedback is readily allowed on all sites related to Curse.

Sharing–They share information freely between mediums and websites.

Acting Global– The internet is completely global so this allows for a completely global business. They also fly their various teams out to events to maintain a physical global presence.

 

You can see how effective web 2.0 can be in promoting and ensuring the success of your business based on the success these companies have had.