Overview:
Managing
Social Content
to maximize value and minimize risk
The business application of social technologies, both
within the enterprise, and with customers, suppliers and
partners, has created a new paradigm of interaction and
contribution, and is creating a new competitive edge for
early adopters. The biggest organizations have been the
first to see the benefits of improved collaboration,
knowledge-sharing and team-innovation within a
geographically dispersed workforce. Shared knowledge,
shared experiences and shared content are the core of
social business value. By its nature much of the content
is conversational and indeed, transitional. However, if
it has value in current time, then it may well have
value over time. Expert answers, team chats, tagged
sources and blog thoughts will have a value for now, but
may also have a value for future enquiries or further
analysis providing the context to decision- making
processes. Some exchanges may also be transactional.
They may be the trigger for further actions or business
processes, particularly if generated by customers, or on
websites, or within case-worker teams. On the downside,
they may also have a role to play in staff disputes,
compliance audits and litigation.
In this paper, we will consider in more detail the
potential benefits of social business systems, clarify
the roles of content publishing systems and content
management systems, and consider how social content can
best be governed while also being exploited for maximum
long term benefit.
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