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    I Don’t Always Tweet, But When I do, I Signal

    I don’t tweet very often — maybe about once a week. Sometimes, I’ll share humorous links on Twitter, but I reserve most of the funny stuff (like suburban dads rapping) for Facebook because I know my friends and I share the same sense of humor. But on the whole, I rarely tweet about issues that are really important to me. Want to know why Twitter doesn’t work for me?

    Imagine two circles. One contains every aspect of your life that you’re willing to share publicly. This is your public circle. The other circle — the private circle — contains every aspect of your life that you would be willing to share privately to a trusted audience. Of course, some of what you’d be willing to share to a trusted audience, you would also be willing to share publicly—but how much? A lot or a little?

    That’s my issue. My public and private circles barely overlap.

    For professionals, most of our intellectual energy is focused on work-related issues. Sharing thoughts, getting answers, thinking, executing…that’s what we do all day. While I see how social networks like Twitter can be very effective for some professionals, particularly those in marketing, many of us have too many proprietary concerns to share our thoughts to the general public. What do you do, for example, if your most important work-related thoughts are corporate secrets?

    I manage the Socialtext sales team, and am the executive responsible for generating revenue. I have the best and earliest visibility into our company’s financial performance (at least the revenue piece). I know our competitive strengths and weaknesses, our initiatives and business strategy. I know the key new customer prospects we are working with and hoping to sign. I see market opportunities and want my company to be able to take advantage of them before others.

    Am I really going to tweet to the public about these issues? Of course not. Would I love it if the VP of Sales of my competitors tweeted about them? Absolutely.

    But since Twitter doesn’t meet my professional needs, that doesn’t mean that I’m against social networks generally. On the contrary. Facebook definitely works for my personal interests. I’m a family man, happily married, coach my kid’s sports teams. My family grows avocados on a ranch (we have never called it a farm) in Carpinteria. We love great food. I love history and even wrote a history book. But my Aunt Betty just doesn’t much care for my ruminations on pricing strategy in large, complex accounts or how to manage & empower high-maintenance sales super-stars. And I don’t always ruminate. More often than not, I’m trying to get information or answers. So what now?

    The answer, and why I joined Socialtext, is that private social networks for enterprises combine the productivity value of public social networks with the privacy needs of most professionals and corporations. Socialtext is a leading provider of enterprise social software.

    The ability to share information, links, and knowledge quickly and easily, and without burdening people with unnecessary e-mail, really appeals to me. I was particularly excited about our secure, private microblogging tool, Socialtext Signals. Just as many of our customers use Signals throughout their organization, Signals has been a game-changer for the Socialtext sales organization. Every day, our sales executives are on the phone or WebEx with prospects who are firing questions at them. A quick Signal, and seconds later the sales executive has the exact answer they need, even to very technical or unusual requests.

    Several times every week, most of our bosses ask us for something important and urgent. Secure enterprise microblogging is dramatically more effective than email or the phone to answer them because the whole team benefits from our responses. It’s very much like the activity stream in Facebook, which a half billion people love. But instead of sharing your vacation photos, you’re sharing notes from the critical meeting you just had with a prospect and inviting those you work with to help if they can.

    Because Signals exists in the workplace, the relevance of content is much higher than Twitter, too. The common complaint about Twitter is the ridiculous tweets like “on a bus, eating a doughnut.” This just doesn’t happen in corporations that are using enterprise social software because it’s against company culture and not productive.

    Since I began using social software — and Signals in particular — I’ve personally seen about 70 percent fewer emails. Imagine coming back from vacation (or a weekend) and not having an overload of emails. The e-mails I do receive today tend to be more relevant, one-to-one communications — conversations that had to be private between me and one or two other people.

    So while many of us don’t have as much use for Twitter in our day-to-day lives, Signals is a corporate microblogging medium that is incredibly valuable for sharing openly, and getting answers that helps drive your business forward.

    Stay Signaling, my friend.

    A great example of a business leader driving social software success

    CIO Magazine just published an article “How a Marketing Firm Implemented an Enterprise Wiki” based on an interview with Neil Callahan, President of CoActive Digital. It’s a well-written article with some great sound bites from Neil, and I thought I would point out my favorite bits. These are some great patterns of success that we try to model with most of our customers.

    The business leader led

    What excites me the most about this Socialtext customer story is that this whole initiative was driven with business problems and issues in mind, and that the business leader (Neil) has been able to keep that perspective front and center throughout the selection, decision, first deployment, and ongoing rollout process. I can definitely assert that this makes all the difference in social software success stories; too many times I’ve seen intiative stall where it was a technology team-driven initiative who then shops around looking for business sponsors.

    The business leader found the right business-driven use case and team to start with

    “Callahan says that moving workflows and processes from e-mail to wikis would only work if there was a good internal use case. So he turned to his business development group.”

    This is spot on. Matching the team (including the personality of that team’s leader, the existing internpersonal dynamics of the group, the work culture, and the business priorities of the team) with the initiative really helps in the early days. It’s exciting to see these projects take on a life of their own – the team starts with the right initiative, there’s some pre-built content and structure to help them get going, and then their “in the flow” collaboration really starts to build out the value of their workspace – and then other groups quickly take notice and follow their example.

    The business leader got buy-in from the group and didn’t meddle

    This is a hard temptation or instinct to avoid. I often have to advise the “Executive Sponsor” at our customers to “sponsor yes, inspect no”. In other words it’s great to be a passionate and visible champion for the social software initiative at a very senior level of your organization, but be thoughtful and selective about the degree to which you insert yourself into the flow of conversation and dialog that emerges – especially early on. (Of course there is a wide spectrum of cultural starting points; there are many places where I think executive involvement “in the flow” wouldn’t be disruptive.) Too much senior executive involvement can sometimes intimidate the rank and file from getting their feet wet and “learning in public” – which is a good thing to watch out for.

    I can personally relate to this. When I first joined Socialtext I was raring to go and get involved in everything. I was commenting on almost every new page, asking questions, adding comments, etc., all with the intent of stimulating and encouraging open dialog, discussion, and debate. Then someone pointed out to me that until people got to know me better some employees might be a little reluctant to engage in a public dialog with the new CEO. I wouldn’t say I “backed off” as much as “clarified my intent” more, which created a better sense of trust and productive transparency.

    Come to think of it, isn’t that just classic leadership learning?

    About This Blog

    Weblog on gaining business results from social software.

    On this blog, Socialtext staffers and customers explore how companies can gain the most business value from their use of enterprise social software, including microblogging, social networking, filtered activity streams, widget-based dashboards, blogs and wikis.

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