Expertise location: linking social networks and text mining

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A very interesting article in the Guardian today, US military targets social nets, describes new expertise location technologies.

Expertise location has always been a central ‘killer app’ first sought by knowledge management and now part of the promised of Web 2.0. It is a fundamental driver in any large organization being able to tap its own capabilities and take advantage of being large. This was always epitomized by the quote from Lew Platt, who as CEO of HP famously said “If HP knew what HP knows, it would be three times more profitable!”.

I wrote in 2005 about how Morgan Stanley was finding that blogging was trumping in effectiveness its years of efforts into dedicated expertise location systems. The next layer is tapping social network and content creation patterns to identify experts, as has been implemented in some content management systems (CMS) over the last couple of years. This can be taken further when used within online communities and social networks, as SRI International is currently doing:

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Business models for micro-blogging in the enterprise

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Today’s New York Times has an interesting article titled Start-Ups Test Dot-Com Business Models, which compares the business models of Twitter and Yammer (a recent start-up focusing on business micro-blogging that I wrote about in a recent review of the space).

It says that Yammer, while a tiny fraction of the size of Twitter, is already getting revenue, while Twitter is still focusing on growth and waiting to monetize.

His focus on profits helped Yammer, which is based in West Hollywood, Calif., win the TechCrunch50 prize for start-ups in September. TechCrunch, a leading technology news blog that sponsored the contest, called the company “Twitter with a business model.”

Yammer’s business model is compelling, Mr. Sacks said, because it spreads virally like a consumer service, but earns revenue like a business service. Anyone with a company e-mail address can use Yammer free. When that company officially joins — which gives the administrator more control over security and how employees use the service — it pays $1 a month for each user. In Yammer’s first six weeks, 10,000 companies with 60,000 users signed up, though only 200 companies with 4,000 users are paying so far.

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Detailed case study of Twitter in the enterprise: Janssen-Cilag

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Earlier in the month I wrote a post on Micro-blogging in the enterprise: an idea whose time has come? I mentioned a number of the current corporate initiatives in the space, including those of Janssen-Cilag, which in February implemented an internal version of Twitter it called Jitter.

After my post I learned (on Twitter) that Janssen-Cilag was highly commended in the 2008 Intranet Innovation Awards. The executive summary of the report includes a description of Jitter. James Robertson from the Intranet Innovation Awards has also recently posted a seven-minute video interview of Janssen-Cilag’s Nathan Wallace on one of their other Intranet initiatives, Juice, for ordering IT supplies.

Last week Nathan wrote up in detail Janssen-Cilag’s experiences with micro-blogging, very generously sharing insights into the challenges as well as benefits from the initiative. This is a must read for anyone interested in the realities of implementing Web 2.0 and new communications technologies. Some selected insights from Nathan’s review:

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Smart Company names the top 15 business blogs in Australia – TLN makes the list

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A great article in Smart Company on Australia’s best business blogs by Brad Howarth discussing the ins and outs of business blogging, and names the top 15 business blogs in Australia.

Trends in the Living Networks makes the list, which seems reasonable considering Wikio ranks us in the top 40 business blogs globally.

The article begins:

Australian businesses have shown remarkable trepidation when it comes to communicating with customers and stakeholders through blogs. But blogging need not be a difficult exercise.

Numerous individuals and small businesses are leaping into the blogosphere as they seek new ways to engage with their customers.

I’ve spoken and written many times before about how slow Australian business has been to embrace blogging. Fortunately we have come quite a long way, with a number of major corporates involved in the space, however I still believe that Australia is lagging, and there are many opportunities for those companies that do it well. I look forward to greater momentum on this front.

The article is definitely worth a read, with some great quotes from companies that are already getting benefits from blogging.

For the record, the top 15 list is:

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Seth Godin says write so it couldn’t be any shorter

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Hugh MacLeod has published a delightful interview with Seth Godin on the launch of his new book Tribes.

A couple of excerpts that particularly struck me:

Your books and blog posts seem to have one thing in common, they seem to be getting shorter and shorter with every passing year. I have no problem with that; I think people genuinely prefer short reads to long ones. For people aspiring to publish their own books one day, what advice would you give them re. deciding on a book’s length?



Try to write a book or a blog post that can’t possibly be any shorter than it is.

Yes, very well put. That is the discipline we all must have today. As attention is spread ever more thinly, there is no luxury for padded content.

You’ve been publishing your books for about a decade now. Obviously, in that time period there’s been a lot of changes in the world. But for the sake of simplicity, let’s narrow the field down a bit, to the “Purple Cow”, new-marketing world you’ve been happily residing in. What’s the biggest change you’ve seen in this brave new world, since Purple Cow and IdeaVirus first hit the bookstores?



There’s no doubt that the biggest change is that most smart people now realize that the world has changed.

When I started, I was working in a status quo, static world, where the future was expected to be just like the past, but a little sleeker.

Now, chaos is the new normal. That makes it easier to sell an idea but a lot harder to sound like a crackpot.

Yes again. I think we almost all find it hard to comprehend quite how much business has changed over the last 10 years. We now live in a very. very different world, and just about everyone at least implicitly recognises it. Almost all the change for the good, I think.

Micro-blogging in the enterprise: an idea whose time has come?

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Over the last few months there has been increasing discussion of how micro-blogging tools such as Twitter could be used in organizations.

Twitter is now frequently used in external communication, with organizations as diverse as @SouthwestAir, @Comcastcares, @BigPondTeam, @SEC_Investor_Ed, and @mosmancouncil using Twitter to communicate to stakeholders and for customer service. Given the rapid rise of Twitter and how influential comments can be, this clearly needs to be on the radar for any major organization.

However there are significant constraints in using public micro-blogging services such as Twitter, Jaiku, or identi.ca for internal communication. Even with the ability to protect people’s updates to being viewed only by approved followers, few organizations would like to have this kind of information hosted externally.

As such they often look at internal tools to see how yet another consumer technology can be adapted to create value for the enterprise.

At our Enterprise 2.0 Executive Forum in February, Australian pharmaceutical company Janssen-Cilag described how it was implementing an internal version of Twitter.

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ASTD Consulting News: Building Better Client Relationships

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The September issue of the Consulting News magazine of the ASTD (American Society for Training & Development) includes an article I wrote on Building Better Client Relationships. The article is below:

Building Better Client Relationships

by Ross Dawson

In an increasingly money conscious and global economy, where consultants often spend large sums and substantial energy in obtaining new clients, the key issue they face is how to build long lasting and deep relationships with valuable clients.

There are two main types of consulting: black-box services and knowledge-based services. A black-box service is one where something is done for the client, but they aren’t party to the process or activities involved. In a black-box situation, the client hires your expertise; they want you to do a specific task, but they are not engaged in the process. On the other hand, knowledge-based services engage both the client and the consultant, who work closely together to create an outcome that neither could have created alone. One impact of this process is that the client is different as a result of the mutual engagement, and the company can make better decisions due to this increased knowledge transfer.

It is necessary to understand how positive client relationships progress in order to position yourself to maintain the clients you attract. Relationship development can be broken down into four stages: engaging, aligning, deepening, and partnering.

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CIO Magazine interview: Six key points for CIOs in creating value from Enterprise 2.0

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A little earlier in the year CIO Magazine published an excellent feature article titled Enterprise 2.0 – What is it good for? In the print and online articles they included a sidebar: The Organization As Media Entity: Enterprise 2.0 is about making mass participation valuable, which reported on my views (that I’ve written and spoken about on many occasions before) that organizations should start thinking of themselves as media entities. The piece, shown in its entirety below, also includes six key points for CIOs to consider in implementing Enterprise 2.0.

The Organization As Media Entity

Enterprise 2.0 is about making mass participation valuable

Increasingly, the best way to understand how any organization works is to think of it as a media entity, says Ross Dawson CEO, Advanced Human Technologies and Chairman, Future Exploration Network. Organizations create messages and information, take inputs from external media sources, and edit and publish content in an increasing diversity of formats, with e-mail and the intranet often predominant. Their employees are typical media consumers (and creators), deluged by choice, and often ineffective at cutting through with their own communication. As such, the current state of the media industry offers many lessons for organizations seeking to be more effective and productive.

Dawson says it’s important for CIOs trying to come to terms with Enterprise 2.0 to realize it is less about a collection of new technologies and much more about shifting organizations into the next phase of work.

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Keynote for Optus Business: Five Driving Forces of Connected Business

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I have just completed delivering keynotes in six cities as part of a national roadshow for Optus Business. Optus’ annual client event, this year titled Beyond 08, was a morning event for its clients and prospects in Sydney, Melbourne, Brisbane, Perth, Adelaide and Canberra. The sessions began with my keynote on Surviving and Thriving in a Connected World, followed by Optus executives presenting insight and client case studies on mobility and IP convergence. Each event included an exhibition featuring Alphawest, the ITC services firm Optus acquired three years ago, and a broad array of Optus Business delivery partner organizations.

Rather than try to run through my entire keynote presentation here, I thought it would be useful to include the key content from just one of the five sections, on the Driving Forces that are transforming a connected world. The rest of the keynote describes in detail what connected business looks like, winning strategies for organizations in a connected economy, and finally the action that needs to be taken to succeed.

The five driving forces of Connected Business are:

1. Connectivity

Increasing connectivity is an overwhelming force, shaping society and business. We have come a long way since the first mobile phones that weighed less than a brick in the early 1990s and the birth of the graphic web browser in 1993. As we shift to pervasive connectivity, giving us access to all the people and information resources of humanity wherever we go, entirely new possibilities are emerging on who we are and how we live our lives. As messages flow rapidly between us, the people on the planet are becoming connected as tightly as the neurons in our brains, giving rise to an extraordinary global brain in which we are all participating.

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ABC Radio: Peer-to-peer file sharing and the future of the media

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Today’s ABC Media Report featured a special report on peer-to-peer file sharing and its impact on media. The program provided an overview of the history of peer-to-peer content sharing, starting from Napster and its legal travails, moving on to Kazaa, BitTorrent, online video distribution and the situation today, and how it is impacting the music, video and media industries. The report can be downloaded as a podcast (note that the peer-to-peer piece is only on the download, not the stream).

In between various industry lobbyists, lawyers and musicians, I was interviewed as a “futurist,” describing how video content is increasingly being distributed over the Internet and digital channels, and how content providers now have a choice on whether they distribute through traditional broadcast and cable television, or directly to their audience.

I was also quoted on some of the ideas that were contained in the Future of Media Report 2008, on how the media and entertainment industry is likely to quadruple in size over the next 20-25 years, and on the continuing drive to fragmentation that is challenging the industry. I continue to believe that there are major opportunities for those content providers that position themselves effectively in the current extraordinary transformation in content distribution.