My response was: "You have to replace something you already do. It isn't about squeezing yet more time out of an already busy work day, but of finding when a social media tool better suits some task you are already performing."
Some people have suggested that one or more social media tools will replace email in the workplace. Unfortunately a direct one-for-one technology exchange is not always possible. This becomes clear when you consider the range of use cases for which an existing technology is used.
Here's a common business use case:
- You want to share an interesting webpage or video that you have found with colleagues. It may be about a competitor, a market trend, a new technology, a new regulation, etc. and you expect that it may be useful to the recipients.
In addition, another problem has grown in recent years: namely email overload and developing user resistance. In the above example, of the six actual recipients, maybe two will resent the intrusion and consider your email spam. The issue here with email is that it is a Push technology - recipients get it whether they want to or not - and it also has a narrow reach, going initially only to those people you define.
So if the original solution always had a limitation, and over time is becoming less effective, is there a better alternative? Currently the best technological alternative for this example use is a Pull technology. You post the information and users decide whether they want to follow you and/or a specific topic.
- A good example of a Pull approach is social bookmarking. To share an interesting website, you could instead have used a bookmarklet installed in your browser to automatically post the link and your comments to an internal collaboration site.
Pull technologies have an inherent entry barrier that limits their usefulness and can be hard to overcome. Most social media are pull technologies. This is a critical problem for organizations looking to use social media tools effectively.
In the above use case there is an expectation of benefit if the information is shared widely, but it is seldom critical. What if the aim is circulate 'critical' information to the widest possible audience?
In most current enterprises, if the organization wants everyone to be informed about something they will send an email to 'all staff' on the assumption that it will reach everyone and be read. In reality this assumption is increasingly false for a growing proportion of staff - they don't bother to read, don't have time or have even set email filters so they don't see such emails! An alternative is to post the same information to a stream that users can watch, but in most organizations usage has not yet achieved a level that the post will reach most staff.
So email pushes are increasingly ineffective, while social pulls have yet to achieve sufficient adoption to take their place as workplace tools. It seems there is a growing communications chasm which will create a tipping point to drive adoption of social media in enterprises at some time in the future.