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For the past few months there seems to be growing buzz in social media (and communication) circles about employee advocacy. Companies like IBM, Target, Dell and Starbucks are sharing positive updates about their programs. Employee advocacy is clearly being pitched as the next big thing, and with good reason – as you can see later in this post. But despite the huge potential benefits to companies (and employees), staff advocacy programs are not a magic bullet, and not for every company. Like any other social media program, you need to be smart, realistic and deliberate about your approach. So I’ve developed a checklist of issues communication pros should carefully consider before they embark on an advocacy program.
Before I get to the checklist, let’s review a quick definition and look at the rationale for employee advocacy.
Employee advocacy is mobilizing trained employees to share company-approved content through employee-owned social channels to engage consumers, peers and family. (Italics are intentional, underlining critical elements of an advocacy program.) Advocates typically do not have social outreach as a formal part of their jobs (like subject matter experts who blog on the company’s behalf.) In essence, advocacy programs allow your employees to tell your company story.
As for the potential benefits of employee advocacy, they have been well documented and are backed by robust research and results. At its core employee advocacy helps amplify your marketing efforts, increasing the credibility, reach, audience and engagement well beyond levels for typical corporate outreach. This can translate into a boost in a company’s online profile, reputation and fan base. But the bigger payoff is through the potential for an increase in sales leads, revenue and profits. Enlisting your employees in an advocacy program can also help drive staff engagement, and given the stubbornly low engagement levels, that’s a very good thing.
Beyond the profile boost for your branded content – the explicit messages you are sharing – advocacy programs send powerful symbolic messages to both consumers and employees. For employees it says: your ideas matter, we trust you, we believe in our company and we support your personal brand. For customers it says: we’re part of the conversation, we live our values, we’re proud to tell our story, we trust and value our employees and we’re a leader.
So with all this promise, why shouldn’t companies start an employee advocacy right now…if they haven’t already? The short answer is they may not be ready. The list below provides a good template for readiness for an advocacy program.
- Can you be authentic? – To be effective long-term, employee advocacy programs must authentically align with their culture, brand and employee interests. Authenticity is a central ethos of social media, with a premium on transparency and responsiveness. That means no hype, no fluff, no dishonesty and no hiding. Does your company’s marketing and PR content truly align with these values?
- Is your culture toxic? – Very low employee morale or engagement is not a good foundation for an employee advocacy program. Ask yourself if your employees are likely to be positive and supportive as online ambassadors? If you’re not sure, you need to fix your culture before you think about advocacy. It’s true that many companies start with small pilot programs, but author/pundit Jay Baer said it best: “If your employees aren’t your biggest fans, you’ve got bigger problems than social media.”
- Do you have social infrastructure? – Although there are good technology platforms that companies can easily adopt to manage their advocacy programs, companies with limited or no social capability and/or cultural acceptance will have a much steeper learning curve and a tougher time driving adoption. It’s also important to have internal systems that allow (even foster) multi-directional dialogue and content sharing.
- Is your social media policy overly complex or restrictive? – No matter how well you design and execute your advocacy program, it will lag if your social media policies confuse or inhibit your employees.
- Is your content compelling? – Perhaps the biggest barrier to a successful advocacy program is stale, self-serving content. Boring is bad. Leading companies use a formula that emphasizes industry and employee-generated content (multi-media of course) over typical marketing content. In other words, treat this as a conversation and not a pushy hard sell – which is anathema in social media.
- Do you recognize and value your employees? – Good advocacy programs do a great job of recognizing and rewarding participants. (IBM even ranks the most prolific and popular advocates.) Do you already have credible programs in place to recognize your staff? Are you willing to make your employees the stars of the program?
- Will you be social in good times and bad? – Any social media program requires sustained commitment to be credible and relevant, and advocacy programs are no exception. Shutting down during a crisis will create a backlash and erode your credibility. Furthermore, your staff will likely want to have their voice heard in tough times.
- Are you good at listening? – Beyond the marketing boost, a big advantage of employee advocacy programs is the acquisition of content-related data and insights on your customers and employees. If you are not already in the mode of listen-learn-adapt, however, these benefits will be lost on you.
- Do you trust your employees? – The most important litmus test of any advocacy program is whether you trust your employees. The best programs assume their employees have good intentions, and give their staff plenty of leeway – including choosing the role and content that fits their skills and interest. Programs that are dictatorial or stifle creativity will not be successful. Monitoring and discipline should be a last resort, not a default out of the gate.
It’s likely true that a good advocacy program can actually help fix many of the issues listed above. But I would suggest you start with a strong foundation. Walk before you go social, as it were.
As communication pros we’ve always had a tough challenge, but drafting and communicating a message these days is more difficult than ever. Beyond the long-standing requirements of clarity, relevance and credibility we now must address the emerging demands for trans-media content, real-time conversation (and adjustment) and targeted delivery across social platforms; all in a context of decreasing trust for leaders and corporations. It turns out that even if we satisfy all these best practices, we still face a major hurdle. Indeed, new research suggests that even the strongest factual messages may not be enough to change minds. Chalk it up to confirmation bias.
If you’ve ever wondered why even the strongest arguments don’t seem to resonate with a particular audience – even when supported with cogent evidence and presented by credible sources – this research by IPR has the explanation. In a recent study IPR author Christopher Graves found that when people are shown evidence they may be wrong, they not only discount that evidence, they become even more extreme in their original belief. […] While it may not have been particularly surprising that people cling to their beliefs to the degree that they filter out any evidence that challenges their beliefs, an unexpected finding of the experiment was a backfire. The study goes into interesting details about the physiology and neuroscience behind this phenomenon. One particularly interesting finding suggests the messenger of information is critical, since outsiders will automatically elicit skepticism: To avoid being rejected from the get-go, you must choose representatives with whom each group feels comfortable, messengers or narrators who send the proper cues that identify them as in-group members.
Though I’ve long known people initially discount information that doesn’t suit their particular viewpoint or narrative, I was surprised by the lack of importance (or power) that facts have if they go against the prevailing views of the target audience. Furthermore, it appears the more you try the wrong approach, the more you polarize the audience and diminish the resonance of your argument. I suppose this information bias helps explain how seemingly smart, curious individuals can have such different opinions on major public issues (notably climate change) and are not swayed by evidentiary facts that contradict their position.
So what are PR pros to do with this information? I suppose the first decision is whether to throw in the towel and abandon probity and factual evidence as tenets of content. After all, if the facts don’t really make a difference with many people, why even bother? Let’s just jump on the hype bandwagon and sell snake-oil. Assuming we want to maintain our ethical stance and remain committed to telling the truth – in whatever format and channel is most effective – there is a potential path to success.
The IPR research itself suggests that the answer to overcoming strong confirmation bias can be overcome with the following strategy:
- Affirm/recognize the audience’s core values
- Argue the position through an emotional narrative
- Choose an in-house messenger to reinforce, if not carry your message
It’s interesting to note that this roadmap in many ways echoes the increasing focus on influentials and storytelling in successful social media programs. It also suggests that it’s easier to change minds through conversation (and intellectual compromise) than just turning up the volume or frequency of your message.
I look forward to additional findings and guidance from this IPR study. For now, the lesson is that using facts and logic to convince a skeptical audience – no matter the underlying value of the evidence – will not only fail without the right strategy, but will likely backfire and permanently discredit your argument. Another good reminder to think before we act.
Over the past few years, I’ve often questioned why so many communication professionals – both in-house and in PR agencies – were slow and hesitant to adapt to the dramatic industry changes sparked by social technology. There are many logical explanations for this lag: caution about legal issues, concern about a public misstep, fears about rogue employees, a distaste for real (and potentially negative) interaction with consumers…the list goes on. But based on recent research I’ve seen the explanation may be more basic: most PR professionals simply don’t have the social media skills and expertise to be effective (or confident) advocates for change.
This excellent post by friend and former colleague Richard Binhammer provides a good summary of the skills gap in marketing and across the general US employee population. Indeed, the problem is not limited to communication professionals. However, this is where the problem is most acute and noteworthy, since our jobs dictate that we provide cogent, informed counsel and support on digital engagement with both external and internal audiences. By some estimates in these studies, only about 10 percent of workers truly understand digital technology well enough to incorporate that knowledge into their work and planning. For more background on the PR skill gap see this article and this study.
Even millennials, who tend to be much more tech-savvy than older workers and use most major social platforms every day, have their blind spots. Though younger workers have grown up with the mobile Internet and have likely posted most of their lives online, they lack the strategic savvy and broader perspective required to use their knowledge in a business context. Put another way, they understand the technology, but not the PR business. This article in Fortune provides a good snapshot of the millennial strengths and weaknesses.
All of this evidence reflects what I’ve seen over the past 10 or so years as both a communication executive and consultant. We are falling behind in a digital world. Badly. Events like SXSW, the tip of the spear in digital innovation, suggest that everybody is fully immersed in digital media and driving cutting-edge social media strategies in marketing, advertising and communications. But I don’t think the folks at SXSW reflect the average PR professional, or company – particularly outside the tech havens of Silicon Valley, Portland and similar global outposts.
Leaders who are socially savvy and proactive are extremely rare, the proverbial unicorn. A surprising number of communication teams seem to rely on one or two in-house digital gurus – typically social media managers, digital designers or marketing experts – who are often over-taxed and overwhelmed. Lacking adequate depth and breadth of critical social skills, many communication teams rely on a range of outside experts ranging across digital disciplines to cobble together programs: web design, platform vendor/technology, visual/video content, editorial content, social community management, research and analytics, and so forth. I’ve rarely seen all this requisite expertise housed within a PR agency or team, much less inside the same organization. Though the outsourced virtual “best team” approach may be effective in the short-term, it doesn’t support the efficient, dedicated work required to plan and execute a robust digital strategy.
There is urgent need to address this social skill gap; the credibility, relevance and effectiveness of the communication/PR business are at stake. The solutions are obvious, if not easy or inexpensive: training in social media history and skills; built-in time to participate in relevant seminars and meetings; progressive BYOD and social media policies; reverse mentorship programs; recruitment of tech-savvy professionals; mandatory boot-camps on digital metrics; and, alignment with related disciplines (i.e. digital design, intranet technology, social analytics, CRM.) Smart communication leaders will take steps to ensure they – and their teams – become the social media experts their clients expect and need to be successful in the digital age. Without making progress in the social skill gap, I fear PR may simply be pushed out by smart marketing or technology firms (and teams) who pull together the requisite social capabilities.
Every year I watch with interest as new technology trends and tools are introduced and discussed. Beyond the impressive innovation and creativity – and yes, the occasional false start and tendency towards hype – my favored activity is digging into the expected and potential applications for marketing and communication disciplines.
The recent CES conference provides plenty of fodder for discussion. The coverage I’ve read and seen focuses on a number of exciting trends:
- The Internet of everything – There is a marked trend towards having access to the internet from anywhere, anytime to do whatever we want. We can buy a product using only our iPhone, access the Web in our cars through voice commands, change the temperature of our home remotely, access (or record/save/share) content from a range of mobile devices…you get the drift. It’s all about connectivity across all platforms, allowing us to perform a huge number of activities that require, or are helped by, access to the internet.
- Technology gets personal – With the boom in wearables, including sophisticated smart watches, you can now connect with your doctor remotely (with real-time sharing of your vital signs) and track every second of your life. Of course, this also allows you to share or use that data with a wide range of appliances and applications.
- It’s still about content (and data) – This year’s CES had the usual improvements in dazzling ways to share digital content, ranging from virtual reality to curved ultra-high-definition TVs. On the data side, many of these applications require or encourage increased use of data – notably personal data from wearables. The trick is how to collect, organize, analyze and use all the information across all the potential access points.
So what does all this mean for communication professionals – if anything?
My first reaction is: with all this focus on internet everywhere connectivity, why do so many workplaces still have limited social and mobile capability? I see plenty of room for improvement for many organizations (except perhaps the usual suspects in the tech world) to deploy and mobilize a mobile strategy to inform, engage and support their employees. Forget high-def digital screens; many are still working to allow use of BYOD smartphones and tablets among their staff, while others are struggling to ensure their intranets have responsive design for mobile users. One example of potential innovation is using smart cars for employees who spend most/all of their time on the road.
I also see a gap – or to be more positive, a major opportunity – around the trend of personalization, notably personalizing content and communication outreach inside organizations. This need not involve wearables like smart watches – which for many companies are likely years away – but can start with more agile, smarter segmentation of outreach and increased use of personalization on existing platforms like intranets or email networks. Most intranet platforms allow for considerable customization to allow users to focus on feeds and content that is most relevant to them. Communicators can also easily increase the ability for employees to opt into content, of feeds, that are most interesting to them rather than pushing mass distribution. Another simple improvement is making full use of so-called rich profile tools (like My Site) that allow employees to partially shape their own employee profile information.
I think the biggest contrast between the cutting-edge of CES and the average workplace is around data. Where one of the main topics at CES was around the push to collect, track and analyze all manner of data (like those smart watches) for many companies the very concept of data is nascent, limited mostly to cumbersome annual surveys, rudimentary tracking statistics and profile information. Some forward-thinking companies are showing progress in this area; for example, using real-time, regular online culture surveys, and using analysis to match employee engagement data with other metrics like customer satisfaction, engagement and productivity. Others, however, still struggle with old-school issues like updating staff directories (if they are even online) and integrating disparate, disconnected systems.
Ironically, all the hype and excitement from CES serves as a good reminder that it’s not all about technology. Though it’s become a well-worn truism, internal communications still has to include, if not feature, people in the communication mix – notably managers and leaders. But even here, the dazzling new technology offers fertile ground for innovation. Surely we can find better ways to inform and mobilize managers so they can in turn communicate with their teams more consistently and effectively. The real lesson for CES is that communication professionals should always be learning and listening; new ideas and improvements can come from anywhere.
I recently had the chance to have an informal videoconversation with my good friend and e-learning guru Anders Gronstedt, CEO of The Gronstedt Group, about employee communication trends and opportunities. We cover a fair amount of ground on topics such as social media (inside the enterprise), staff training, employee engagement and emerging communication technology. One of the themes emerging from our conversation is that despite the hype and promise of social media, many companies are still hesitant to embrace new collaborative and social technology in the workplace. Please share your questions and comments.
Over the past few months I’ve attended (mostly virtually) a number of webinars and conferences focusing on social analytics and business intelligence. The latest was the Social Intelligence Summit put on by the W20 folks in London. (Here is a good blog post on the session.) I always come out of these sessions really impressed, even dazzled, by the advances in technology and intellectual leadership at the cutting edge of social business. The big lesson for me from these sessions is that the digital world is – with few exceptions – transparent, observable and measurable, and we’re coming up with increasingly smarter ways to find, package and use the digital data.
It’s difficult to pull highlights from the sheer volume of notable observations and insights, but here are a few I’ve noted:
- There are now a wide range of sophisticated, user-friendly tools to help organizations monitor, aggregate, analyze and report activity on the Web – including multi-media discussions occurring on social platforms;
- Analytics software can now provide complex, real-time data and insights that allow organizations to monitor and adapt their outreach 24/7;
- Smart companies have gone well beyond listening and engagement and are now using the data to understand their audience (and how their brand is performing) and gain intelligence to drive their business;
- Powerful analytics are being used well beyond the basic objectives of marketing – to drive brand or product awareness, consideration and hopefully purchase – and are now helping to guide activities as varied as health planning, product development and even predictive consumer research;
- There seems to be a shift in what companies measure, with some focusing well beyond the usual reach/share of voice/tone to issues like identifying and mobilizing small groups of influential advocates, or determining highly customized and protean media channel strategies;
- Some of the most interesting and advanced analytics work seeks to link social data and insights with specific business processes, transactions and outcomes – and using the insights to adapt and improve related business results.
My initial thought coming out of these events is euphoria (and humility) at the incredible innovation and intellectual sophistication in social media circles, and appreciation so much of this information and technology is readily available for all to use. But inevitably there is a thud when I return back to reality with my own observations, projects and clients. The reality is what I hear in these conferences and webinars still seems like rarified air in my consulting environment, with most clients or peers I see still grappling to understand and implement even the most rudimentary social platforms and strategy. If anything, I feel the gap between the analytics gurus and many of the corporate leaders (and communication pros) I work with is getting wider. In effect, I see a few pioneers with one foot in the future, but many others with one foot firmly placed in the past.
Perhaps the largest gap, and opportunity, is inside the organization. Most companies have at least some commitment to monitoring external social conversations and using the resulting data and insights to direct their social strategy, if not their broader business. But it’s much more infrequent to find companies that deploy social technology inside their enterprise and actually monitor, measure and analyze all the data generated by their employees. And leveraging Intranet traffic metrics or annual engagement surveys does not count as a real-time, robust analytics strategy.
Think of the potential outcomes if companies started to aggregate and interpret all the data on or from their workforce. Those kind of insights would not only help to track and drive engagement – the priority for many HR leaders and employee communication executives – but also provide valuable information to positively impact business outcomes such as productivity, retention, safety and even customer service. I’m personally hoping the analytics gap closes soon. Otherwise leaders and communication professionals are leaving a lot on the table.
During SXSW a few weeks ago I had the good fortune of meeting a number of my former colleagues from Dell, where I worked from 2002 to 2006. During my stint there I had the incredible good fortune of working on the team that would design, develop and manage Dell’s then new – and since much lauded – social media program.
But our conversation didn’t dwell so much on the good old days as the realization that years later many companies are still hesitant to embrace, or even explore, the full potential of social media technology. This despite the dramatic increase in cheap, user-friendly technology to support everything from targeting to analytics to collaboration. In fact, outside of some perennial leaders – many of them in the technology industry – many organizations are still grappling with the same questions and fears we saw almost ten years ago. And this is particularly true of companies exploring a social strategy inside the enterprise. (As just one example of this slow going, the folks at Prescient Digital estimate that only 4% of companies have a truly social intranet system.) After comparing notes about our respective clients and consulting gigs, we concluded many of the original arguments, tools and basic social media models we developed in those early days were still relevant, and very much in demand.
So why the uneven, reluctant adoption of new approaches and technology? While many have focused on potential fixes for PR teams and their clients (check out this excellent blog post by my former Dell colleague Richard Binhammer) I am more curious – and perplexed – about the barriers to progress in PR. Why is a business filled with smart , accomplished consultants so slow to adapt? Based on my perspective the past few years, I offer a few suggestions:
- Bunker Mentality – There’s no way to escape the dramatic tectonic shifts in new technology and the related impact on entire industries, including news media, advertising, retail, music, and not least communications and PR. The dizzying pace of new products and functionality makes it even harder to keep up with change. While some organizations seem invigorated by these shifts and flood of new opportunities, many have reacted with grudging, superficial tactics without changing their strategy or business model. In many ways, they are still in denial.
- Inertia – The sad reality in any corporate setting (indeed, perhaps even in human nature itself) is that there is very strong momentum for doing things the way they’ve always been done, particularly in times where staffs are lean and driven by short-term objectives. And despite all the hype around innovation and risk, very few organizations have cultures that encourage, or even allow activity outside the norm. Often, companies need a major event like a new strategy or leader to encourage a shift in direction. Without that, it’s difficult to change old habits.
- Functional Insularity – Functional departments that would typically help spark and support innovation and change – or at least be the sources of new ideas and information – are often the most insular, reactive ones of the bunch. HR and IT, for example, are in many cases reluctant bystanders to progress and sometimes surprisingly uninformed about new technology or trends. (In some of my social media projects, in-house IT departments are either reluctant partners or standing on the sideline.) The one department that seems to have embraced change, albeit sometimes reluctantly, is marketing. PR is often caught in the middle of this dynamic and too often unwilling or unable to drive its own momentum.
- Boomers Dominate Leadership – Though statistics suggest boomers are among the fastest growing users of social media platforms like Twitter and Facebook, many older workers are less familiar and comfortable with new technology, social or otherwise. This helps explain anachronisms like the CEO who refuses to use email or others who shun any type of digital discourse. The grizzled leadership in many PR companies has the same generational anxiety about trying new tools and approaches. This trend should change as younger, much more tech-savvy workers gain leadership roles.
- Tyranny of Today – Many communication professionals operate at a hyper pace and in a routine that leaves little room for introspection or learning. In that context, it’s easy to simply continue focusing on immediate projects and put off professional development – both formal and otherwise. Add to this the reality that many clients and peers are also focusing on their daily priorities, and paying little attention to broader issues outside their immediate tasks. Perhaps the most common refrain I’ve heard from peers struggling to understand and incorporate new technology is “I just don’t have time.”
- Knowledge Gap – Save perhaps for a few precocious millenials, very few of us in the PR industry start with a deep base of knowledge in social media or related technology. What we know is what we’ve learned in the past decade or so as social media has become more prevalent in our lives. So it takes effort and commitment to remain in learning mode and stay current on major trends and new platforms. Unfortunately, it seems too many PR pros are counting on a few resident tech nerds or outside experts rather than upgrading their own knowledge base.
Taken together, these factors help explain the myopic outlook and slow adoption of social media in PR. And I’ve experienced every one of these barriers, so I have some understanding for the challenges in our business. But they shouldn’t be an excuse for inaction. I don’t want to be having this same discussion in 5 years.
One of the ongoing challenges of my consulting work the past few years has been to convince clients to engage their employees in their external social media efforts. The argument for doing this is very solid – see this excellent post by Dion Hinchliffe of Dachis Group on the benefits and requirements of using employee advocates through social media. Perhaps the best argument for activating employees is that they are highly trusted by consumers and customers alike. So why is this not happening more often?
In my experience there are several answers to this question. For one thing, many organizations are still reluctant to engage in any social media activity – external or within the enterprise – so it’s understandable that their employee outreach strategy would also be nascent. Others are extremely concerned about rogue employees who can compromise the reputation of the company in one tweet or YouTube video, and can bring up several recent examples to support their position. A surprising number of companies (from my experience) prefer to wait and see, despite the fact they know their employees are already active on social media platforms (such as unofficial company Facebook pages) without the benefit of clear direction, guidelines or training. Companies react differently to these unsanctioned sites and posts – some prefer to turn a blind eye, while others try to quell the comments through punishment and/or additional training. I’ve also seem the other extreme, where cherry-picked employee advocates stray too much into cheerleading (think obnoxious, repetitive Twitter hype) and lose the authenticity and credibility their role demands.
But perhaps the biggest reason – and unspoken truth – is that some company environments are poisoned by distrust, disillusionment and woeful lack of engagement. If many of your employees are unhappy and discouraged, does it make sense to give them full license to represent the company with consumers and customers? Of course, the answer is no. Or at least, not all in one shot. These companies need to fix their workplace culture and foster engagement and collaboration within their walls before they think about activating their staff on social media platforms. (In fact, disgruntled employees can damage a company’s reputation through their actions and comments whether or not they are using social media.) But that’s not an excuse for complete inaction. A social media strategy can allow for a smaller team of ambassadors at the outset, who are selected for specific roles and expertise, provided ample direction and support and highly trained. Real-time monitoring is also critical, not only to assess impact with consumers but also to identify potential issues and ensure ambassadors don’t operate outside the guidelines.
Ultimately, companies need to realize their employees represent them – whether formally or otherwise – and will often be active on social media platforms with or without formal guidance or consent. The best approach is developing a realistic plan to ensure employees are informed, directed, trained and supported to represent the company in a positive light. Using a proactive strategy will allow companies to deploy their best marketing and PR asset – their team members.
Earlier this year Forrester came out with another study commenting on the trend towards increased mobility of technology, and the important implications for marketers. (Here’s another good summary on enterprise mobility trends.) In fact, mobile access to digital information and tools is becoming almost ubiquitous in some developed countries. As Forrester notes in the report: With more than 1 billion smartphones in consumers’ pockets at the beginning of 2013, mobile is driving a second Internet revolution that’s even more profound than the first one. Mobile creates new value for consumers and businesses, alters cost structures, and disrupts ecosystems. That’s why marketers must move away from tactical mobile efforts to more transformative mobile marketing strategies in 2013.
This disruptive technology is changing how consumers conduct a wide range of activities and use an expanding array of applications and tools – from accessing their email, to banking to downloading an e-book or watching a movie. And the trend is still evolving in both scope and amplitude; in fact, the very definition of mobility is changing. It’s not enough to just address the use of smartphones, or even the booming use of tablets. The recent emphasis is towards “wearable” devices (like Google Glasses) cars and TVs that extend the mobile experience.
Is this mobility trend another example of how internal communications, and employee engagement efforts, lag marketing trends or externally focused practices? There are huge potential benefits to a robust, relevant internal mobile strategy for organizations. In a mobile environment, the traditional hurdle of access to information and communication sources – which for many workers remains elusive – becomes irrelevant. Furthermore, communication teams can personalize content based on device, role, context (time, knowledge, location) and even personal preference. Mobility provides unique convenience and immediacy – potentially giving employees the ability to do “anything, anywhere and anytime.” It can also provide workers with access to real-time data, a critical benefit in many occupations.
Yet, my personal experience suggests many companies have rudimentary or nascent mobile strategies to reach employees; many appear to still be struggling simply to make their intranet or other digital sources available to their workers. Few are adequately addressing the booming use of smart phones – still debating BYOD issues and/or not distributing smart tools broadly across their workforce. Even fewer organizations outside technology circles are focused on tablets, which are the biggest growth area. Even those considering how to share content across mobile devices do little to help employees create or share content, or collaborate using these same mobile tools. I recognize companies have to address the security, support and cost issues associated with a shift to mobile, but those excuses are wearing thin after several years of discussion.
Some observers are more optimistic about enterprise adoption – check out this article – arguing that the gap between personal use of mobility and work use will continue to narrow. This blog post suggests the expanded use of personal devices in the workplaces (extending to non-executive staff) will continue to drive adoption of mobile applications inside the enterprise. What both of these articles make clear is that even companies reluctant to jump on the mobility bandwagon need to evolve their reliance on their internal “network” (typically secure corporate email, LAN network and intranet) or they risk seeing those corporate channels becoming irrelevant.
I’ll be watching with interest to see if and how companies move towards this mobility trend to improve their workplace communications.
A recent war of words – played out on the Web between Gawker and Reddit – was only the latest example of the argument surrounding the right approach for screening comments on the Intranet. In this case, the folks at Gawker helped to out one of the most notorious trolls on Reddit, which is a popular hangout for anonymous users who like to push the envelope on what is appropriate content. The discussion surrounding this issue raised important questions about privacy, conduct rules and the quality and scope of free expression. I have to admit I’m glad Gawker “outed” the troll in question – since I found his work toxic – but I wish Reddit would have more taken proactive steps to purge their site of the most egregious abuses.
This online polemic brought to light an unfortunate truth about the Web; the sad state of commentary of many sites and platforms. Several years ago, when new social platforms greatly expanded and facilitated the process of online commentary, I was optimistic that communities (both large and specific to sites and authors) would generate a fairly useful and candid exchange of ideas. There would always be outliers and pesky critics who seem to spend all their waking hours on sites, of course, but on balance the community would self-regulate and provide a range of reasonable ideas and arguments.
Unfortunately, based on what I’m seeing online lately I have to admit that is often not the case. Many comment sections – even for websites and platforms where you would expect good self-regulation and informed users – are a wasteland of trolls, spammers and perverts. Some of the worst offenders are political hacks that don’t even bother with original content, re-posting their canned message numerous times with little logic. If there are rules of conduct and filters for inappropriate language, they are not immediately apparent. I suspect many of the sites are rarely if ever moderated or edited. I realize that some topics invite strong opinions – notably news and political sites – but the noise has spread well beyond the expected sites and platforms. Take a look at this recent example on CNN, where a seemingly innocuous (and positive) news post about Drake getting his high-school diploma sparked a nasty, racist diatribe of abuse.
Most communication professionals would agree the ideal is to foster robust dialogue on the Web – and to allow questions, comments and suggestions that help extend and enrich the discussion (or related products and services.) But that choice is no longer automatic given the bottom-feeder trash on many comment sections. The key question for many has become – is it even worth it to try to manage the comment sections? More pointedly, how do you encourage and filter comments without coming down too hard on either censorship or chaos? This question is a critical issue not just for individuals and organizations on the web, but also for companies striving to engage their employees through internal platforms behind the firewall.
My take is that allowing anonymous comments – particularly inside a secure, corporate platform – opens the door to the worst abuses. Even without formal identification or registration requirements, the quality of dialogue would greatly improve with more diligent moderation. Set common-sense rules and enforce them. Where abuses do occur – whether based on a site’s conduct guidelines or broader legal restrictions – site managers should take responsibility and remove and/or punish the offenders, rather than taking a hands-off approach with a blanket defense of freedom of speech. Whatever the response, something has to change or I fear many comment sections will be left to a vocal, vitriolic minority that erodes the credibility and relevance of the conversation, as well as the sponsoring sites and organizations.