Chapter Extension 11 – Flashcards
Unlock all answers in this set
Unlock answersquestion
hyper-social org
answer
an org that uses social media to transform its interactions with customers, employees, and partners into mutually satisfying relationships with them and their communities
question
pillars
answer
the four transitions made by a hyper-social org -Consumers->Humans -Mkt Segments->Tribes -Channels->Networks -Structure & Control->Messiness
question
channels v. networks
answer
channels transmit data networks transmit knowledge (hyper-social organizations use channels to transmit messages valued by recipients)
question
"consumers become humans"
answer
consumers are skeptical of organizational messages and no longer listen.
question
market segments become tribes
answer
market segments have key traits and characteristics. Tribes have relationships for defending beliefs or seeking the truth.
question
channels become networks
answer
information--> knowledge
question
SEAMS
answer
a dynamic process to transition from established, structured messaging processes to fluid, dynamic ones. 5 major activities: Sense, Engage, Activate, Measure, Story tell
question
Sense
answer
Important communities. What they do, where they hang out, what they care about, how your org can relate to them. 2 functions: 1) determining what the communicates you care about are saying about you 2) Identifying the structure, goals, and dynamic of communities with which you want to relate.
question
Engage
answer
In relationships. Talk with, not to, community members (customers, employees, partners). Blogs
question
Activate
answer
Connect communities to your internal value chains and processes
question
Measure
answer
Success in terms of social capital.
question
Story tell
answer
Publicize community successes. Take a backseat role to the community.
question
key users
answer
Personnel trained to perform SM engagement tasks. Serve as a buffer and a filter for possible inappropriate content.
question
active lurker
answer
someone who reads, consumers, and observes activity in one social medium and then broadcasts it in some other medium.
question
knowledge management
answer
the process of creating value from intellectual capital and sharing the knowledge with employees, managers, suppliers, customers, and others who need that capital.
question
how does KM benefit an organization?
answer
Improve Process Quality (measured by effectiveness and efficiency) Increase team strength
question
export systems
answer
rule-based systems that encode human knowledge in the form of If/Then rules
question
If/Then rules
answer
statements that specify if a particular condition exists, then to take some action.
question
expert systems shells
answer
the programs that process a set of rules rules until no value changes
question
disadvantages of expert systems
answer
1) difficult and expensive to develop 2) difficult to maintain 3) unable to live up to the high expectations set by their name
question
content management systems (CMS)
answer
info systems that support the management and delivery of documents and other expressions of employee knowledge
question
typical users of CMS
answer
companies that sell complicated products and want to share their knowledge of those products with employees and customers
question
challenges of content management
answer
1) most databases are huge 2) CMS content is dynamic 3) documents don't exist in isolation from each other 4) document contents are perishable 5) problem for multinational companies
question
alternatives to CM apps
answer
in-house custom off-the shelf public search engine
question
in-house custom
answer
orgs develop their own in-house content management applications
question
off-the-shelf
answer
horizontal market products like Microsoft SharePoint Some choose vertical market- more functionality than most in-house systems and are far less expensive
question
hyper-social knowledge management
answer
the application of social media and related applications for the management and delivery of organizational knowledge of resources
question
rich directory
answer
an employee directory that includes not only the standard name, email, phone, and address, but also organizational structure and expertise.
question
Wikis
answer
can be either public or private
question
2 human factors than inhibit knowledge sharing in hyper-social organizations
answer
employees can be reluctant to exhibit their ignorance employee competition
