Collaboration Meets Social Media

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Social Media Week is a global initiative to explore the cultural and economic impact of social media. The event highlights expert discussions, workshops and networking opportunities. In a nutshell, it furthers the connection between social collaboration and the business world. ISI had an opportunity to attend the event, and learn more on this growing business solution.

The keynote speaker was Paul M. Rand, founder, president and CEO of Zócalo Group. Using the show’s mantra, Open & Connected: Principles for a Collaborative World, Rand spoke on the growing connectivity of social media. Emerging technologies have changed how we communicate and how we engage with the world around us.

This isn’t to say that the world communicates any less, but there are more opportunities for businesses to engage their customers. While this does increase an organization’s ability to connect with others, it also opens a Pandora’s Box of potential productivity and quality assurance issues.

Rand further expanded on how social media can educate consumers through open discussions about products and services. With Facebook alone boasting over 1.1 Billion users, it is important for companies to participate actively in these “social conversations”.

Because of this large user base, recommendations play a huge factor. Consumers will share their experiences with their friends, which can be both positive and negative for a company. Transparency, accountability, information sharing, and collaboration are accelerating the way social media influences business operations at an alarming rate. And with these interactions going mobile, there are more opportunities than ever for businesses to offer quality customer service.  

At this point, social media has proven itself a viable form of communication between company and consumer. It can be utilized in a collaborative manner, and is one of many ways to offer an advanced form of customer service. And who knows, in a few more years, social media may even be a part of your Unified Communications suite. What do you think? Let us know!
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