The State of Community Management Report for 2012

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For the third year in a row, the Community Roundtable has released it's State of Community Management report. Sponsored in part by IBM, the report is a must read for all community managers and those responsible for social business in their organizations.

What I like about this year's report is how it is organized into patterns of community maturity. Each pattern is associated with a list of resources (books, additional reports, and other references) for community managers to learn more. For example, if you are the community leader for an emergent community (as described in the report) you are given a list of initiatives to pursue to make sure you are following recommended practices.

For those of you who attended my session at SXSW 2012, you might recall that I referenced the 2011 State of Community Management report. And if you have read my recaps on SXSW, you'll see that a lot of my favorite sessions were on community management. I've definitely noticed an increased visibility on community leaders and how important they are as part of a social business strategy. And we can definitely see its effects (as big as they are) all over the world. From the site:

This year the primary difference that we see is in scale of initiatives and the impact of online conversations. It is no longer just about what one community leader can do but about how we can teach our organizations to operate with a community-centric perspective. We have also seen online collective action that has helped topple governments in Tunisia and Egypt, change the policies of major institutions like Bank of America and the Susan G. Komen Foundation and change the decisions of the U.S. Congress. Online communities have become a way to mitigate the risk of groundswell surprises as well as providing an opportunity to innovate more quickly.

The 64-page report in its entirety has been embedded below:

2012 State of Community Management

View more documents from The Community Roundtable

You will probably also be interested in this video interview done with Rachel Happe at Lotusphere 2012 earlier this year:

To learn more about the report, check out the blog post published last week.

IBM Connections Plug-In for Windows Explorer Now Available

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Stop what you are doing immediately! If you've been heads down in the past 2 days, then you've probably missed some amazing news. First, over the weekend, IBM released IBM Connections 3.0.1.1. Immediately after on Monday, IBM released the brand new Desktop Plug-In for Microsoft Windows Explorer.

Check out everything that the plug-in can do:

• Upload files for personal use or to share with others
• Upload files to a community or attach them to an Activity
• Share existing Connections files with other users or with a community
• Drag and drop files from your desktop to Connections Files or to a community
• View and manage versions of your files
• Add comments to files or recommend files
• Edit and publish local drafts to Connections
• Pin or follow folders and files for easier tracking
• View business cards for people and invite them to your network
• Easily access all Connections features via browser links

This is huge!!! All of this, as usual, is available at no additional cost from the IBM Connections App Catalog.

As I've mentioned before, I believe that one of the things that helps rapidly gain adoption for a social business platform is bringing social to the end user. Just like in real-estate where location, location, location is critical, I believe that in social is all about integration, integration, integration. If you can bring social to the end user, they use it seamlessly and don't have to learn a new way to collaborate and don't even have to think about it. And, of course, this is all great especially when you can achieve all this integration for free.

Want to see it in action? Check out this video that I recorded (play it in full screen for HD viewing) (oh and yes, you have to watch the whole video as my favorite feature is towards the end of the video):

Download it today and enjoy!!

IBM Connections 3.0.1.1 Now Available

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Over the weekend IBM released IBM Connections 3.0.1.1. I don't intend to cover all the new stuff here, but I figured I would highlight a few things.

First, the release adds new support for Internet Explorer 9 and Firefox 9. Second, there's now integration with IBM Sametime 8.5.2 for presence awareness. Just as before with Sametime 8.5.1, users can see who is online in Connections without installing any additional software on their desktops. This is very cool because it rapidly speeds adoption and eliminates barriers to collaboration. If you are looking for the instructions on how to do that, you can find it here.

Third, administrators who like to run their servers on the latest release of RedHat, they'll be happy to know that RedHat EL 6.1 is now supported as well.

There's also several new controls available to specify how to sort and filter forums (e.g. by answered status), who can respond to community forums (e.g. members-only or everyone), and the ability to specify the default view for forums. I don't intend to cover all the new stuff here, but you can find the fix list for this release is here.

Ready to get started? Good! Here are the installation instructions to upgrade and you can download the actual fix pack from here.

Check Out These Video Interviews at SXSW Interactive 2012

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Now that things are starting to get back to normal I wanted to share some videos that the IBM developerWorks team recorded while at South by Southwest Interactive 2012. Thanks to Todd Watson and Scott Laningham for putting these videos together.

First, Omar Divina from Badgeville talks about gamification and how it can help companies measure and influence user behavior. Omar offers his definition of what gamification. If you are looking to learn how gamification could be used at your company, you'll definitely want to watch this. :

Next, Stowe Boyd who is part of the SXSW board and presented a panel called the Connected Company at SXSWi 2012. Stowe talks to Todd and Scott on how companies are adopting digital and how critical it is to do so. Stowe also talks about his upcoming eBook which talks about why businesses should become more social, how to do so, and some of the tool available out there such as IBM Connections . He calls these work media tools which have the fastest adoption rate as a business tool ever:

Next is an interview with IBM's VP of Social Business Evangelism and Sales, Sandy Carter. Sandy talks about 5 surprises we are seeing in the market with more and more companies becoming a social business. I don't want to give them away, so you'll have to watch:

Next, Don Tapscott, author of Macrowikinomics talks about the new generation entering now the workforce and how connected they are, how different they think, and how they "overshare". Take a peek:

Next, Tim "Washtub" Washer Social Media Lead at Cisco and who previously wrote for David Letterman and The Onion. Given his background you can tell that this is going to be a funny video. Tim also talks about the value of humor in corporate communication.

Here's a recording that Heidi Ambler and I did where we talk about our session at SXSW on the 5 Enterprise Social Media Trends:

The developerWorks team does a wrap-up on the final day of SXSWi :

To see more videos recorded at SXSWi, check them out here.

Recap of Day 5 at SXSW Interactive

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Happy Pi Day !!! And here we come… to the end of my first SXSW Interactive. After a long week of sessions, meetings, meet ups, tweet ups, and the like, it's time to return to reality. Today is a travel day, so as I can, I'll be posting and sharing more insights on what I learned at SXSW Interactive.

Yesterday, Tuesday, was the fifth and last day of SXSW Interactive. Now, it's time for the music part of the festival. I started the day by doing a sales talk with Suzanne Livingston where we talked about how to use communities to meet various use cases and needs that most customers have.

After the sales talk was done, I headed over to the OMNI hotel to start the day of SXSW sessions. I was only able to make it to 2 sessions. Both of them were directed at community managers. The first was a panel of various community managers were they talked about lessons learned as part of their roles. My favorite panelist was @annabelleblue who offered some tremendous advice and one-liners! What I really like about these sessions is the tips and lessons learned being shared. Often we forget about some common sense behaviors that are reinforced here. For example, if you are representing a luxury brand, don't use "4" as an abbreviation of the word "for". As usual, I find that the best way to summarize the session is to highlight the most notable tweets. Here are the tidbits I liked the most in that session:

The second session was also for community managers, only this tam it was focused on those providing customer service via Facebook. My favorite comment on this session was near the beginning as one of the panelists described Content is Queen and Customer Service is King. He continued metaphor and explained: "In Chess, the Queen is the most powerful piece and can move and do whatever. However, you lose the King, you lose the game" ! Love it!!! Here are some notable tweets from that session:

And here are some notable tweets as captured by the moderator:

SXSW 2012 panel - The Facebook Customer Service Challenge for Brands

View more PowerPoint from Social Dynamx

Something that I found interesting is that in none of the panels / sessions that I attended over the week was there any mention of leveraging your employees to be your brand voice. For example, a while ago the Social Media Examiner talked about how at IBM social media management is not centralized. Instead, it's decentralized. Instead of having a team of 10 (or so) people as our social media managers, IBM encourages its employees to be the voice of IBM (following a set of guidelines, of course). As such, there are thousands of IBMers in Twitter and thousands of external bloggers as well.

What do you think about that approach? Is it good to let employees be the voice of your product/brand/company?