Google Transparency Report
How do governments affect access to information? Google’s Transparency Report 2011; http://eicker.at/GoogleTransparencyReport
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Gerrit Eicker
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Gerrit Eicker
Social Business: Strategy, Measurement, Engagement
Social business: harnessing intelligence, measuring community health, moving to engagement; http://eicker.at/SocialBusiness
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Gerrit Eicker
Hinchcliffe: “As businesses begin looking strategically at big data as a way to improve their business performance, an important element of their efforts will be in the burgeoning capability of social analytics… 1. Social media has become the primary creative channel for new information. 2. Business intelligence must look at the whole ecosystem. 3. New techniques are required for social analytics as well as to handle the volumes of big data that result. – While the field is somewhat new, as social analytics has only had a real run-up the last two years, some obvious strategies have started to emerge. For now, most organizations will be trying to build basic social BI capabilities and get experience with them…
- Expertise and Reputation Tracking
- Customer Engagement and Retention
- Social Business Adoption Tracking
- Funnel Analysis
- Social Supply Chain Management
- Human Capital Management
- Compliance and Regulatory Tracking
- Brand Insight
- Operations Management
There are other ways to apply social BI but these will be the most common ones for the majority of companies building or acquiring such capabilities.”
Camargo: “Creating successful online communities is still more art than science, yet techniques and frameworks are now emerging to turn social business into a real discipline. This week we take a look at a new case study that explores metrics that can measure the intrinsic health of communities instead of looking purely at size as the defining barometer. … Conventional wisdom tells us Community Owners should rely on two key metrics to track the success of an online community: Membership (number of registered users) and participation (number of active users in a given time period). That’s well and good but what about measuring the health of the community, not just its size? … Each and every community out there will have its own particular intricacies and you organization will surely require you to adhere to its own KPIs and reporting frameworks. In our case, the content contribution pyramid-inspired reporting model was a very valuable addition to our reporting toolbox. This KPI enabled us to understand variations in context, purpose and participants within each of our communities while keeping an eye on overall growth trends.”
Hinchcliffe: “When we look back at the first decade of the 21st century, it will be obvious that a few momentous changes in the business and computing landscape occurred. Of these, one of the most profound has been a decreasing emphasis on systems of record and the move towards what are called systems of engagement. … Systems of record have matured to the point where there’s only a little strategic advantage to having your own unique capability. Instead, the discussion on strategic technology has shifted to the other 40% of what businesses in industrialized nations do: Knowledge work. … Thus, using technology to enable knowledge work as a strategic capability has sparked a growing interest in improving what are increasingly known as systems of engagement. … For enterprises, ground zero for the transition to systems of engagement in many companies often centers around any pending update of the corporate intranet. … What’s also clear about the changes taking place in businesses today is that systems of record are not going away. … New systems of engagement are now receiving considerable attention in the forms of online communities, crowdsourcing, Social CRM, open APIs, and many other means as a way to connect customers and business partners together to achieve useful outcomes with the most cost-effectiveness and largest result.“
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Gerrit Eicker
Social CRM (SCRM)
Gartner: The market for Social CRM [SCRM] is on pace to surpass $1B in revenue by year-end 2012; http://eicker.at/SCRM
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Gerrit Eicker
Wikipedia: “Social CRM is use of social media services, techniques and technology to enable organisations to engage with their customers. As an emerging discipline, interpretations of Social CRM vary, but the most frequently quoted definition is from Paul Greenberg: ‘Social CRM is a philosophy & a business strategy, supported by a technology platform, business rules, workflow, processes & social characteristics, designed to engage the customer in a collaborative conversation in order to provide mutually beneficial value in a trusted & transparent business environment. It’s the company’s response to the customer’s ownership of the conversation.‘ – Social CRM is often used as a synonym for Social Media Monitoring, where organisations watch services like Facebook, Twitter and LinkedIn for relevant mentions of their product and brand and react accordingly. However, this is too narrow an interpretation, as Social CRM also includes customer communities managed by the organisation themselves.”
Greenberg: “What this means is that SCRM is an extension of CRM, not a replacement for CRM. Its a dramatic change in what it adds to the features, functions and characteristics of CRM but it is still based on the time honored principle that a business needs its customers and prefers them profitable and that same business needs to run itself effectively too. – The transformation that’s sparked the need for Social CRM seems to have occurred in 2004. It has been a social revolution in how we communicate, not a revolution in how we do business per se. All institutions that humans interact with have been affected by things like the cellphone/smartphone, the new social web tools and the instant availability of information in an aggregated and organized way that provides intelligence to the person on the street, not just the enterprise.”
Gartner: “The worldwide social customer relationship management (CRM) market is forecast to reach over $1 billion in revenue by year-end 2012, up from approximately $625 million in 2010… Worldwide social CRM is projected to total $820 million in 2011. … Until recently, many companies have treated social CRM as a series of experiments and tactical purchases. Few have a social CRM strategy or established metrics to measure its effect on hard business results. Different departments, employees and managers implement different types of applications for different purposes… The need for integration will favor more-traditional CRM vendors that add social capabilities. Integration did not matter much when enterprises were just experimenting with social CRM… [C]ompanies are asking for the integration of social data with other customer data within sales, marketing and customer service processes, which will require the integration of social CRM with applications such as a knowledgebase for customer service, multichannel campaign management, sales force automation or e-commerce, Web content and Web analytic applications, master data management, and even back-office applications.”
TC: “While the market is clearly competitive, Gartner says that certain factors can help differentiate Social CRM offerings, including interoperation between public social networks and internal collaborative communities, integration with established CRM products, analytics and more. – There’s no doubt that there is growth in the social enterprise in general. And there’s a lot of movement already taking place in the space. Jive just filed for a $100 million IPO, and Salesforce is making big bets on the space with Chatter.”
Gerrit Eicker
Social Media Metrics and ROI
Which social media marketing metrics matter? http://eicker.at/2f What about social media values and ROI? http://eicker.at/2g
Gerrit Eicker
2B
Royal Pingdom: The Internet of 2010 in numbers. 107T eMails (89.1% spam), 1.97B onliners, 255M websites; http://eicker.at/2B
Gerrit Eicker
Metricly
Aggregated metrics‘ dashboards are gaining momentum: Metricly aggregates web metrics in one place; http://eicker.at/Metricly
Gerrit Eicker
Software Business Metrics
Mask: 5 metrics every software CEO should obsess over. CPA, NIPE, NPS, CLV, Adoption; http://eicker.at/SoftwareBusinessMetrics
Gerrit Eicker
TwentyFeet Stays Free
TwentyFeet, the egotracker for social media, keeps 2 services free, starts freemium model; http://eicker.at/TwentyFeet
Gerrit Eicker
About.me
Custom splash page and personal analytics dashboard: About.me includes Facebook, Twitter, LinkedIn; http://j.mp/cpxZZy
Gerrit Eicker
TwentyFeet: Open for Registrations!
TwentyFeet opens its doors, challenges high-end social media analysis solutions with a low price tag; http://j.mp/93fzzc
Martin Seibert are discussing. -
Martin Seibert
Danke für die Erwähnung.
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Gerrit Eicker
Aber gern doch. ;)
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Gerrit Eicker 07:42 on 27. October 2011 Permalink |
Google: “How do governments affect access to information on the Internet? To help shed some light on that very question, last year we launched an online, interactive Transparency Report. All too often, policy that affects how information flows on the Internet is created in the absence of empirical data. But by showing traffic patterns and disruptions to our services, and by sharing how many government requests for content removal and user data we receive from around the world, we hope to offer up some metrics to contribute to a public conversation about the laws that influence how people communicate online. – Today we’re updating the Government Requests tool with numbers for requests that we received from January to June 2011. For the first time, we’re not only disclosing the number of requests for user data, but we’re showing the number of users or accounts that are specified in those requests too. … We believe that providing this level of detail highlights the need to modernize laws like the Electronic Communications Privacy Act, which regulates government access to user information and was written 25 years ago – long before the average person had ever heard of email.”
Google: “Transparency is a core value at Google. As a company we feel it is our responsibility to ensure that we maximize transparency around the flow of information related to our tools and services. We believe that more information means more choice, more freedom and ultimately more power for the individual. – We’ve created Government Requests to show the number of government inquiries for information about users and requests to remove content from our services. We hope this step toward greater transparency will help in ongoing discussions about the appropriate scope and authority of government requests. – Our interactive Traffic graphs provide information about traffic to Google services around the world. Each graph shows historic traffic patterns for a geographic region and service. By illustrating outages, this tool visualizes disruptions in the free flow of information, whether it’s a government blocking information or a cable being cut. We hope this raw data will help facilitate studies about service outages and disruptions.”
GigaOM: “Any lingering fantasies of the web as a no-man’s land where content is free from the restraints of geographical boundaries probably should be put to rest. Google Tuesday morning released a treasure trove of data relating to content-takedown requests, and the numbers speak for themselves: requests are up worldwide and Google complies with the majority of them. … When it comes to requests for user data, all that Google and companies of its ilk really can do is ensure that requests are within the bounds of the law and notify users of requests for their data. But in the United States, at least, the laws regarding web-user data are still fairly lax and don’t require a search warrant in many instances. It’s yet another example of the web and the law not being anywhere near on the same page. – It’s easy to poke them for being too willing to bend to the wills of government officials and authorities, but web companies can’t flaunt the laws of the countries in which they want to operate, either. Otherwise, as separate Google data illustrates, the lights might go out on their services in those countries.”
RWW: “Google has updated its Government Requests tool with data from the first half of this year. For the first time, the report discloses the number of users or accounts specified, not just the number of requests. Google also made the raw data behind government requests available to the public. … Electronic communications have changed a bit since 1986. They form a ubiquitous, always-on fabric of our lives now. Fortunately, Google isn’t any happier with the status quo than privacy-aware users are. It’s among a number of major Web companies pushing for better laws. And Google and other data-mining companies take their roles in public policy seriously. Both Google and Facebook’s lobbying efforts broke records this year.”
TC: “Google Declines To Remove Police Brutality Videos, Still Complies With 63% Of Gov’t Takedown Requests – US Government requests for user data jumped, however: 5950 versus 4287 during the same period in 2010, asking for information on 11,057 users. 93% of these were complied with, ‘fully or partially.’ So while they’re making something of a stand on removing data, they don’t seem to have any trouble giving it out.”
Guardian: “Figures revealed for the first time show that the US demanded private information about more than 11,000 Google users between January and June this year, almost equal to the number of requests made by 25 other developed countries, including the UK and Russia. – Governments around the world requested private data about 25,440 people in the first half of this year, with 11,057 of those people in the US. – It is the first time Google has released details about how many of its users are targeted by authorities, as opposed to the number of requests made by countries.”
VB: “Notably, in the United States, Google refused to remove YouTube clips showing police brutality. In these cases in particular, we are seeing how relatively neutral platforms such as YouTube can have great social impact depending on the intentions of the person posting the content and the integrity of the content host in keeping that content online.”