Research and Best Practices eNewsletter

Research

Social networking sites and our lives (06/06/2011) – A new PEW study looks at the social impact of technology examining how people’s trust, personal relationships, and civic and political involvement are connected to their use of social network sites and other technologies. One of the striking things found in the data was how proud people are of their group’s accomplishments. http://www.pewinternet.org/Reports/2011/The-Social-Side-of-the-Internet.aspx

Measuring Social Media ROI – The Proactive Report’s recent study of the top companies across several categories revealed that, on average, more than 80 percent are using some form of social media. Yet another study shows that most companies have not figured out how to calculate a return on that investment. http://www.ragan.com/Main/Articles/43137.aspx

Best Practices

Gamification and Customer Service (06/06/2011) – “Gamification” means applying gaming psychology and gaming mechanics to business practices, which results in better customer experiences. A KANA article provides insights into how games improve the customer experience by delivering vivid and continuous feedback, humor and interactivity while at the same time providing a powerful medium for maintaining and building friendships.
http://blog.kana.com/service-experience-management/gamification-and-customer-service-how-virtual-reality-is-changing-business-processes/

The crowd takes a shot at “We the People” (06/14/2011) – Iceland wants to rebuild its government by by “crowdsourcing” its constitution through social media, according to a Fast Company article.
http://www.fastcompany.com/1759730/can-a-constitution-actually-be-crowdsourced