Community Management: The Essential Social Business Capability

Consider the situation of a frustrated worker who wanted to create a secure place for his team to work collaboratively on the intranet but couldn't figure out how to create a space and verify it was secure. He realized that the team should put its work out in the open for all to see and comment on, and they might eventually be able to do that, but the team was not quite there yet. He posted his unhappiness about this as a status update in his user profile on the company's internal social network. Surprisingly quickly and somewhat unexpectedly, a colleague responded with a social networking message identifying herself as a community manager and saying she was there to help him. She ...

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