Participation: Getting Communities to Work for YouSuccessful social media solutions tap into the power of mass collaboration through user participation. Many organizations miss the participation principle and look at social media as another channel for corporate communications rather than an opportunity for mass collaboration. Instead, Gartner recommends that business leadership set active participation as a priority design goal, with everything else revolving around getting the community to contribute valuable content. Providing seed content to promote community contributions, and motivating content contribution through social incentive mechanisms — such as social status and gamification — are recommended to drive participation.
Collective: People Must Swarm to the EffortWith social media, participants "collect" around a unifying cause. People go to the content to contribute their piece to the whole. However, the most challenging effort with social media is to gain community adoption, and speed is critical. Swarming is almost completely dependent on the organization’s purpose for mass collaboration. Gartner advises organizations to pursue a specific and well-defined purpose that is easily identifiable and meaningful to the target audience. It’s important to capitalize on physical world events, as well as online events, as part of a "tipping point plan" to rally people and catalyze a community.
Transparency: The Community Validates and Organizes ContentA social media solution also provides transparency, in that participants are privy to one another's participation. It is in this transparency that the community improves content, unifies information, self-governs, self-corrects, evolves, creates emergence and otherwise propels its own advancement.
Gartner recommends empowering the community with a robust capability to view, use and provide feedback on the contributions of others: with functionality such as thumbs up and thumbs down, tagging, voting, star ratings, and social commentary. Employing transparency with social status and gamification mechanisms, such as leader boards, virtual currencies and badges, also helps to create incentives and recognize valuable contributions.
Independence: Provides the "Mass" in Mass CollaborationIndependence delivers anytime, anyplace and any-member collaboration, which means any participant can contribute completely independent of any other. To aid independence, Gartner advises organizations to consider the potential scale of the social media solution, and examine the design for anything that may impede anytime, anyplace and any-member collaboration. They should also eliminate, or at least minimize, any workflow, controls, administration and moderating, or other gating mechanisms that can create bottlenecks and negatively impact scale.
Persistence: Contributions Must Endure for Scaled ValueOrganizations should make it easy for participants to capture content using evolving technologies, such as contextual information capture, to help collect more interaction content. They should examine how much persistence is desired, how much of the contribution to capture, how to manage it and how long to maintain it, whilst identifying content that is critical to the purpose of the social media effort.
Emergence: Communities Self-Direct for Greater ProductivityThe behaviors in mass collaboration cannot be modeled, designed, optimized or controlled like those in traditional systems. They emerge over time through the interactions of community members. Emergence is what allows collaborative communities to come up with new ways of working or new solutions to seemingly intractable problems.
An organization should observe social media behaviors, examine how productivity actually manifests itself through community interactions, then guide the community or make other organizational behavior adjustments to accommodate new ways of working.More information on CRM and social media can be found at www.CRMindustry.com