The future of news: automated, crowdsourced, and better than ever

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ABC journalist Mark Colvin last week delivered the Andrew Olle Media Lecture, a prestigious annual lecture on journalism. Mark is a Twitter afficionado as well as journalist with over three decades of experience, making him a great choice for the lecture this year.

The full transcript of the lecture provides rich stories from the history of journalism in Australia, and an incisive view of the present.

On the topic of crowdsourcing, Mark says:
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The Future of Customer Service: Using technology to increase both efficiency and relationship strength

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Last week I gave the closing keynote at KANA Connect 2012 in Las Vegas, on The Future of Customer Service.

I packed in a wide-ranging view on where customer service is going, including the impact of connectivity, the rise of new channels, where value will reside in relationships, and what supports the integration and integrity that will be at the heart of successful customer service.

One of the key areas I covered was the shift in customer service channels, using a diagram I originally created for a keynote and supporting article on Creating the Future of Customer Relationships.


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Creating a Return on Investment (ROI) calculation for Enterprise 2.0 and internal social media

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A major challenge for organizations that are considering internal social media initiatives is that a business case including a financial justification is frequently required.

To be frank, I think ROI calculations for social initiatives are in most cases a waste of time, because so many of the benefits and costs are unknowable before the initiative. A leap of faith is required, after which calculations using real data can be done to help refine strategies.

However if the organization requires a financial case, then those seeing the opportunity need to do what they can to create the case.

Chapter 16 of my report Implementing Enterprise 2.0 is on Building a Business Case. One of the resources I provide in the chapter is a table to help make ROI calculations. All that is required is to put numbers against each of the value and cost items in the table below, where appropriate using a back-of-the-envelope calculation to support them. Not all of the items will be relevant, and you may find other items that are applicable, but it provides a good starting point to generating numbers that can be used in an ROI.
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Data: What the Fortune Global 100 are doing (and not doing) on social media

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A recent study from Burson-Marsteller looks in depth at what the Fortune Global 100 are currently doing on social media.

Some of the interesting insights from the study include:
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Insights into the evolution of Klout’s algorithm

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The rise of the reputation economy is one of the most important trends of our time. As such, like it or hate it, Klout’s role as probably the most prominent influence engine today means it is useful to track its structure and mechanisms.

Klout today unveiled a major change to its algorithm and scores. Here are some thoughts on the changes.
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Study: Increased customer expectations are driving corporate uptake of social media

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Yesterday I spoke at a business leaders lunch event in Darwin on the Future of Business organized by the Australia-Israel Chamber of Commerce and Optus.

Following my keynote John Paitaridis, Managing Director of Optus Business, shared some of the highlights of a recently released Optus Future of Business report, based on an extensive survey of corporate Australia.

One of the pointed themes that emerged from the study was that customer expectations are driving uptake of social media and digital intiatives. This happens to be highly aligned with my perspective that increased expectations are at the heart of social change, as expressed in my Transformation of Business framework.

Here is some of the interesting data from the report:


Source: Optus
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Creating a consistent online voice and identity

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I have recently been running a series of social media workshops for retailers in a franchise chain.

The workshop starts with a big picture view and then runs through detailed guidance on establishing a presence, building engagement, and driving success, interspersed with group exercises to set objectives, think through stratgies, and set action plans.

One of the exercises I take the participants through in the workshops is thinking through their online voice and identity.
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Scenarios for the downfall of Facebook and a new landscape for social networks

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Today I gave the keynote on Social Media and the Future at Marcus Evans’ CIO Summit.

In question time after my keynote I was asked whether Facebook will still be the dominant social network in 5 years.

I think the degree of uncertainty on this front is too high to make a firm prediction. However given the current market landscape and trends over the last couple of years, the most likely outcome is that Facebook will still dominate.

In structured futures studies, one of the most powerful tools is trying to build plausible scenarios for how alternative outcomes to what is expected could come to pass.

In this case, we need to tell a credible story on how Facebook loses its predominant position in social networks.
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Social Media and the Future: Keynote slides at CIO Summit

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This afternoon I am giving a keynote on Social Media and the Future at the Australian CIO Summit in the Gold Coast.

Here are the slides from my presentation. As always, my keynote slides are shared with the proviso that they are designed to accompany my presentation and are NOT intended to be useful on their own. However you might find them of interest.

To provide just a little context on the flow of my keynote:
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Rich insights into the state of social media today

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Here is a very good compilation of statistics, perspectives, and news on social media as at the middle of 2012:

2H12: The State of Social Media & Social Media Marketing in the Second Half of 2012

A few things in particular that I thought worth noting from these stats, apart from the usual Social Media is BIG and GROWING FAST!
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