We’ve discussed in previous posts how social software for business and enterprise can be customized to fulfill a very specific requirement or solve a business challenge.
By leveraging the strengths and right features, a good social intranet platform can be adapted to various business processes ... from marketing, training and development, collaboration, project management, social intranets, customer service, support, and even product development.
Selecting the core features and building a solution for a specific process is important.
With all the various options out there, it can be confusing.
When it comes to a comprehensive social intranet platform that encompass all these as features, the problem is not really selecting one or more features, but deciding how to customize the platform to bring the right features to the forefront.
While all the features that you think you need may be available, it’s good to highlight some of the core features you need to move towards the objective ... whether it's customer support, collaboration, employee communication or any other function.
Businesses across the board have been able to take the same base platform and transform it to make it their own.
If you’re looking to use social software to build build customer relationships, then having discussions, case tracking, and knowledge management will be important activities. Information and documents will be they key categories for providing support and providing a self service resource for customers to find solutions to their issues on their own. So, to develop a perfection solution for you, forums, groups, articles, documents and file sharing will be central.
If the objective is to build a collaboration platform or project management solution, features like wiki's, messaging, document sharing, and groups become central.
Identify the objectives, the core requirements and then the social intranet platform features that could help enable them. If these features are at the core of your solution and the platform is built around it, it will invoke the right activity / interaction and create a more efficient process around your organizational objective.
What are the activities that you need to invoke from your users?
Tim is president and co-founder of Axero Solutions and author of Who the Hell Wants to Work for You? Mastering Employee Engagement. He’s been featured in Fortune, Forbes, TIME, Inc Magazine, Entrepreneur, CNBC, Today, and other leading publications.
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