Relationship Retention and Leverage

Social Networking:

In today, social networking are commonly represented by Facebook, Myspace , LinkedIn and Flixster, These four sites provided an easy way for individuals and businesses to find and connect with friends and colleagues, to establish new relationships and deepen them, and to introduce friends and colleagues to each other.

Why Social Networking:

Social networking is the most popular form of entertainment at the moment, it’s provides great opportunity to meet people with similar interests, and can be very effective business technique for entrepreneurs, writers, actors, musicians or artists.

Refer to main topic of the post, the reason of why social networking needed? this will be focus on social relationship retention and leverage for business.

How Social Nerworking works for business:

This post will be focusing on how social network achieve following points.

*Engage members/Customers/Partners

Social networking plays a very important role which controls the leverage to users for business.
– Business can create their own account for users(consumers, personal members) to “like” them.
– Conduct a poll to collect users’ thoughts or ideas.
– Posting pictures/events to interact with users for comments and see if they “like” it.
– Publish announcements and gain feedbacks from users.
-Business can create a groups and have users(business professionals, members) join to engage in discussions, share news and post jobs in LinkedIn.

*Customer retention

Customer retention is another important reason why social networks are so important to business, because it takes 3 to 5 times costs to acquire a new customer comparing to keeping an existing one.
– Creating an online community that allows users to share ideas for new products or feedbacks to existing ones.( it can drop up to 30% in negative sentiment)
– Giving customer a platform to express their disgruntled experience to company, it can effectively increase the satisfaction of customer if company helped to solve their problems.
– Interact with users through social network such as “like” it to get a free tablet pc, it can efficiently build relationship with customers and increase the possibility that users will always follow up company’s news.

Officeworks’ Social Networking:

Customer retention(potential customers) –

Officeworks actually doing well interaction with fast reply to users, however I found Officeworks has been failed to participating some suggestions or comments from who is not a customer, which means they only reply to customers who bought something already or has the intention to purchase from them; rest of comments on wall will just be ignored (no reply, no message redirect).

Engaging employees –

There are no social network used to engaging with employees in Officeworks, and Officeworks’ facebook is managed by only one employee which no any other employees will be interacting with customers or themselves through social network.


Suggest Reading from E2US team:

Building Officeworks’ Organizational Resources via Social Network

Social networks inside an enterprise

Social your target market- connect officeworks with targeted social network for marketing




Self-Organizing through Wikis

From last post I have discussed about how blogs can help Officeworks enhance their branding, this week I would like to discuss on how Wiki can help Officeworks on self-organizing.

What is Wiki?

The worlds most famous wiki – the Wikipedia defines them as:
“Wiki” (/wiːkiː/) is a Hawaiian word for “fast”. A wiki is a page or collection of Web pages designed to enable anyone who accesses it to contribute or modify content, using a simplified markup language.Wikis are often used to create collaborative websites and to power community websites. The collaborative encyclopedia Wikipedia is one of the best-known wikis.”

How Wiki helps?

By enabling employees to contribute a wiki, Officeworks can create their self-organizing method of documenting processes and facts about the business; in another way to describe is how the knowledge can be passed between employees, taking an example – considering today there is an old staff who’s been working in Officeworks for 10 years and decided to leave the company, in this case the most important thing for the Officeworks is they are losing an experienced staff who knows how to run everything in store, that is when the wiki comes in, by using wiki the company can easily and efficiently transfer the information and experience from old staff to new staffs so the loses for company can be reduced. Also beside the information transferring between old staff and new staff, the original internal workers can also share their knowledge through wiki.

How Wiki works?

Take the above example the new staff may insert a new topic regarding specific questions(How to handle different kinds of customers) on to the wiki page, so the old staff sees the question and re-edit it based on his old experience, another good thing is even though this new staff is leaving after 10 years the knowledge is still over there unless another better solution has been provide but they can always chose to kept the old one and just add in the new solution so the information gets more specified.

Above examples really shows the main idea of how wiki works to help self-organising in a company; employees are free to post and edit topics with their own knowledge, and the information is reliable because they are all parts of internal workers’ experience, the information share on wiki will gets more accurately followed by multiple times of re-editing by different people and the one last longer means it’s the most reasonable solution to everyone.

Suggested Readings from E2US team:

Bottom-up Management – A Wiki Stretagy for Officeworks

Introduction to another enterprise2.0 tool – Wiki(part two-Wiki strategy for enterprise)

How can an internal wiki helps a retail chain with diversified services? Officeworks as an example


Social Media and Self-Organization: Potentials for Knowledge Processes and Social Change

Self-Organizing Social Networks

Get a wiki: Why your organization needs a wiki

Social Media + Self Organizing = Engagement

Enhancing branding by Blogging. (Officeworks)

Officeworks intro

Officeworks is Australia’s largest products & solutions supplier for any kinds of office, home and education. Officeworks provided widest range of stationery, technology, furniture, general office products and print and copy services. Officeworks currently having 141 retail stores in every Australian state and territory (May 2011).

Officeworks Branding

From 2008 officeworks has rebrand themselves by revising their logo, store department names, uniforms, and their slogan – “Lowest Price Everyday”, this revising strategy positioned Officeworks as lowest cost warehouse, as officeworks promised “Officeworks will beat any competitor’s price of an identical item by 5%”.

Officeworks’ Social space

Officeworks currently having three social spaces on the internet:

Facebook –  Using facebook to promote their activities, products and new ideas, visitors are allowed to post topics, comments and questions on its wall, which will be responded by officeworks’ stuff.

Twitter – Using twitter to promote events, news and ideas.

Website –  providing general information about officeworks, stores and products, online shopping service, online printing services and contacting officeworks through e-mails on webpage.

Start Blogging?

In today, there are many methods of branding through online world, as I have mentioned that officeworks already had Facebook, Twitter and official website. However officeworks have not yet implemented a Blog, which is the most popular way to gain competitive advantage and branding.

How can blogging helps on branding?

Blogs are a form included new web 2.0 technologies which mainly uses for users and vistors to post their comments and articles.  it can work in many ways which can be included with forums, discussion boards, or even designed as a daily diary to keep visitors up to date and discuss on new events, which will make users to feel a sense of ownership to the business and to feel themselves been taking cared by the business.

A business blog can create more exposure and hype, to get words out to online communities, and to get publicity opportunities; by provide discussion board which allows customers or visitors to discuss troubleshooting tips and tricks, also it can be used to post useful information about events, products, repairing or fixing, preventing problems and even company themselves.

4 important blog components for branding.

Keywords – using keywords in the contents which relevant to the products or services of the topic will allows your blog to be pulled up in search engine results when people are searching for products or services through specific keywords.

Links – Adding links to website on specific items in the blog post for users to easily get to the product or services offered in blog. Also customers are lazy, rather than re-search from search engine, they prefer to click on link you provide or go to the next web that displayed on search engine.

URLs – URLs are a beneficial tool for business because it’s provide inbound links. by using more URLs in blogs, it will build up the popularity that search engine thinks you have.

Beneficial info – Blogs provide business more chance to giving out their words, knowledge or information about the company. However by providing beneficial and useful information on the blog will always bring users or visitors good impression and chance to come back to the blog again.

  Officeworks Blog?

As i mentioned how blog works for branding, heres some points that blog can help officeworks.

* provide opportunities for customers to discuss their products, such as how to install office desk, user experience, suggestions and comments.

* provide great opportunities for users to find specific products on search engine.

* build officeworks own online communities for users who love officeworks can follow-up with updates and discussions.

* cost-effectively, lower cost( almost free) on building, customize and maintain your blog rather than other getting other advertisements.

* improve online visibility and website traffic.

* to take advantage or not to provide it to competitors by having blog.

Extra information from E2US team:

Blogging & Micro-Blogging Strategies in Officeworks- Building Relationships

enterprise 2.0 week 8 – Officeworks and its culture and collabroation

The importance of an independent corporate blog, Officeworks and environmental advocates conflict as an example


Calculating ROI (Return on Investment).

How to calculate ROI?

ROI = ( Gain – Cost)/Cost; A very simple formula on paper, but to all investors the results from this formula plays the most important role that controlled the decision they need to  make, because it’s simple to understand, instead of thinking all other stuffs, investor can just looking at dollar value returns.

Let’s take an example on how ROI works, if you buy 30 candies for $2 each, your total investment cost will be $60, if you sell the candy to others for $3 each, the total gain will be $90, now the ROI will be ($90 – $60) /$60 =  0.5 or 50%, to confirm this simply just multiply the total cost $60 by 1.5 which will become the original gain $90.

By looking the ROI above on different way, it can be think as every one dollar you invest in this case you will be gain an extra 50 cents pay back to you, however investing more money on this case will increase the amount you get from pay back but the ROI will always stays the same.

Why ROI?

As i mentioned above, ROI is simple to understand because it’s just looking at each dollar value returns, that means no matter how much you gain from your investment the ROI will always tells you how much you actually gain from every dollar your spend.

For example a group of three people were discussing about their investment, Peter has gain $8000 from investing, Jenny gain $4000 and Kevin gain $1500, by taking look these information People would assume that Peter is the most succesful investor in the group.

In the case above it is the value without considering cost, for example if Peter spend $6000 cost of investment, Jenny spend $2000 and Kevin spend $300, the ROI for them will be; Peter = ($8000-$6000) /$6000 = 0.33 or 33%, Jenny = ($4000 – $2000) / $2000 = 1 or 100% and Kevin = ($1500-$300)/$300 = 4 or 400%.

The ROI for Peter is 0.33, Jenny is 1 and Kevin is 4, is it confused? let’s look it this way Peter gain extra 33 cents from every dollar he invested, Jenny gain extra 1 dollar for each dollar she spend and Kevin gain extra 4 dollars from each dollar he spend.  Based on this case we can easily understand that Kevin is the most successful investor in the group.

Problems of ROI?

ROI simply shows the returns from your cost, but there’s one important key component that ROI did not take under calculation which is TIME, yes the total time spend during the investment, taking above case as example we all knows that Kevin as the most successful investor who gain 400% of ROI and Peter were the worsted which only had 33%, however if we add TIME spend into it, the result now will become completely different, let’s say Kevin gain 400% ROI but the time spend for investment is 4 years, and Peter only gain 33% but the time spend for his investment is only 2 months.

Now let’s do the calculation on above case, Kevin gain 400%/33% = 12.12 times of return comparing to Peter, but looking on TIME spend Kevin took 48months/ 2 months = 24 times of time spend for the investment. Now the final result is Kevin gain 12times of profit comparing to Peter, but Kevin spend 24times of time comparing to Peter, therefore Peter is actually the better investor.


ROI measuring in Enterprise

Empolyees engagements As everyone in the Enterprise 2.0 class should already understand that employees using enterprise social software platforms in the workplace are more engaged than similar employees who don’t use it, because using these tool will make them feel become part of something larger than themselves.

From Cameran Hetrick’s post How To Calculate the ROI of enterprise 2.0, it mentioned Based on research done by Gallup, engaged workforces have an EPS that is 3.9 times higher than less-engaged organizations in the same industry1. Also, according to a recent article in Harvard Business Review titled “Competing on Talent Analytics,” companies like Starbucks, Limited Brands, and Best Buy not only greatly value employee engagement as a concept, but also can also accurately quantify an increase in employee engagement in actual dollars.  For example, at Best Buy, a 0.1% increase in employee engagement at the store level is worth a $100,000 increase in annual operating income per store2.

Also Cameran Hetrick mentioned “How to Measure: Most companies already conduct annual surveys to gauge the level of workforce engagement.  To measure, aggregate engagement ratings so that you have one rating per employee.  Combine this data with not only data about the employee’s usage of the enterprise social software, but also other data points that can impact engagement such as compensation and promotion opportunities.  Now, through the use of regression analysis (a mathematical way to model relationships), calculate what impact an employee level of activity in the network (the independent variables) has on his engagement score (the dependent variable).”

The above example from Cameran Hetrick showed us how to calculate ROI under different case in enterprise and the importance of starting measuring ROI of company’s enterprise social network.



Risks behind social media

Social Media to Business

Check in to get 20% discount of coffee, saw this on my friend’s Facebook wall from Taiwan Starbucks. Because of huge populations of social media users, using social media tools has become an important strategy for all kinds of business, it’s a portal, a platform and a gateway how people can find your business and more important point is how your customers can communicate with it. From the previous post, I have been discussing the risks behind benefits, in this post I will be continuing explore the possible legal risks behind Starbucks coffee cause by social media.

About Starbucks Coffee

Starbucks Corporation is the largest coffeehouse company in the world, the main service Starbucks provide is coffee; it sells espresso-based hot drink, drip brewed coffee, other hot and cold drinks, salads,  coffee beans,hot and cold sandwiches, and pastries, snacks, and items such as mugs and tumblers.

Starbucks uses some social medias to build their online community- such as Facebook, Twitter and Youtube.

Legal Risks behind Starbucks

Reputation– reputation is very important as a food provider, they need to be well managed on the discussion from social medias, and respond to the incorrect accuse with strong evidence to defend their own reputation.

Confidential information exposed– another potential risk is confidential information exposed by some of the employees. it may occur when some one the employees accidently expose company’s confidential information, for example some activities that is still been considering to publish to public.

Benefits & Risks?

Everything that brings Benefits will always followed with risks or constrains, from Bill Ives’s post “Enterprise 2.0 Success Stories on the new Sharepoint” it has metioned some examples of success of SharePoint,  however it only covered benefits, therefore in this post I will be covering benefits and risks of Sharepoint as an enterprise 2.0 application.

What’s SharePoint?

SharePoint provides six major capabilities “Sites,Communities, Composites, Content, Insights and Search”, basically it is a collaboration software for the enterprise that enable people involves in the organisation(employees, business partners and clients) can be easily and efficiently collaborate together.

Gilbert’s presentation detailed(from SharePoint:What are the risks, rewards?):MOSS can be used in a variety of creative ways, but the foundation applications are as: a tactical content management service, providing a place to store, find and deliver documents and other content in a business-process context, supported by library services and workflow tools; a teamware collaboration system combining team support tools, such as shared calendars, to-do lists, virtual meeting rooms, discussion threads and business process management; and a portal, aggregating content and application interfaces in a Web environment for intranet replacement. MOSS, however, is like a Swiss army knife. Because it is a collaboration tool, a content management tool, a portal and an application development platform all rolled into one, there is inherently a compromise.


Benefits of SharePoint?

From the details above provided by Gilbert, SharePoint aim to archive benefits “productivity, efficiency, staff engagement, knowledge and reputation”.

However from Bill’s case study;

Mary Kay:

“Sharepoint allows them to leverage the content indexing and search platform functionality. The company now has robust, easy-to-use search functionality that will scale along with it’s global IT improvement and integration efforts.”

Del Monte:

“Sharepoint will implement a product life cycle management solution for itsformula change using the workflow capabilities of Sharepoint and using Sharepoint to provide a collaborative workspace solution where staff can jointly work on proposals using the document life cycle management capabilities.

In these two cases it has supported that using Sharepoint does helping their company to hit the goals of benefits by bringing teams together, enhanced internal communication, enhanced search, improved company reputation and visibility in market place.

Risks & Constrains of Sharepoint?

Loss of control-

As i discussed benefits of Sharepoints above, however loss of control may occur due to Sharepoint is highly complicated to set up before it can be used( centralizing data, set up connections and training) .


Another very important risk of Sharepoint is data security. From Jesper’s article Sharepoint Data Security Risks, it has mentioned in detail that “The challenges of securing data on Microsoft Sharepoint sites, lists, pages and the information made available through data-links to backend systems (through BDC and manually created data-links)”.

More for Sharepoint.

It’s WEB 2.0? Do you get it?

What’s WEB2.0??

Well that comes up with different answers from everyone, hmm…it’s ok everyone have different thoughts and defines about the meaning of web2.0, because that’s how web2.0 is gonna work.

Don’t get it?? Okay leave it, just think WEB2.0 as internet actions, internet society, and internet uses, the point is no longer what it is, it’s about how you use it to collaborate and share with others.

Considering web as a platform, a website is no longer only the place for users to gain information, it is the place people share their thoughts, information or knowledge to others; From a dictionary to Wikipedia, from personal web to Facebook, users has changed from passively to actively, rather than reading the content from editor, users can share, can provide and even edit the contents by themselves.

  •  From technology perspective WEB2.0 isn’t a hard, complicate and useless technology, it is just a simple technology that changes user’s interface, provides collaboration, services and richer user experiences to the users.
  •  From service perspective WEB2.0 aim to service the users, all the functions, tools are all designed from user’s expectation. I will be discuss some WEB2.0 technologies, services below to prove these points.


Goggle Documents, I have been using this service from last semester for my group assignments, it is a WEB2.0 service provided by GOOGLE. It’s allows you to create a document online and edit by multiple users that has been permitted to edit, by using this service in groups, we are able to share, update and show our works on member’s computer, therefore we don’t need to always have a projector or using usb disk to transmit our works to others in the meeting every time. It’s very simple to use, all you have to do is create a documents and then sends the link to all the group members, then everything is done, all your group member can edit same document through the link.


WidgetBox This is a web2.0 tool called Widgetbox, and seriously I failed of using it 😦

somehow I have created a Countdown widget, but I followed the instruction to copied the code into my blog, and IT’S GIVES ME FOLLOWING WORDS!

—–>>>   if (WIDGETBOX) WIDGETBOX.renderWidget(‘f8fe7464-1868-437f-8d8e-2b1755c4ae8b’);Get the Countdown Creator Pro widget and many other great free widgets at Widgetbox! Not seeing a widget? (More info)  <——-

What?? I followed the instruction! I’m too stupid or what? give me back my Widget! I’m not going to use widgetbox anymore (personal)! It’s not working for me!


This is how it supposed to be! Ok well it’s says maybe is the browser’s problem, but seriously I’m not going to change the browser just because of this reason, you supposed to be easy to use!! not giving me the restrictions!!






If you still don’t get what WEB2.0 is?? Watch the video here, it helps~~