Some data from my social media survey

In my last post, I provided an overview of how to measure impact of a digital or social media initiative. But before you can measure the impact, you need to be able to create an inventory of what all activities in your organization can use these media.

In this post, let’s look at the findings of a survey I conducted in order to identify how organizations use social media.

First, let’s look at some profile data. There’s a lot more than what’s below, however, i’m sharing only a subset.

Profile of Participants

In terms of verticals or industry segments, the participants’ organizations were spread across all major industries. In fact, “All others” category, shown in the chart below, consisted of more than a quarter of participants and pretty much all industries were represented. However, bulk of participants were from service-oriented industries such as IT (21%), BFSI (8%), Consulting (11%) and Technology (10%).

organizations businessFig 1: Organizations’ primary business

About 37% of participants reported they worked for organizations that have more than 10,000 employees. Another 20% said their organizations employed between 500 to 9999 employees. These are representative of large organizations that typically have several complex processes and challenges.

no of emps

Fig 2: Total number of employees in organization

Usage Analysis

Participants were asked to select activities for which they could use social media. Results for activities that made maximum use of social media are shown below. This figure shows top 15 activities based on number of responses. Most marketing oriented activities figure in this list. That is not surprising. In addition, many use cases from other activities also figure in this list. In particular, social hiring (55%), customer support (53%), and knowledge management (52%) are amongst the most common activities for which social media is used.

social media in value chain

Fig 3: Social media usage in value chain activities: Top 15 activities

Another aspect of usage is in terms of social media tools. Users use these tools for any social media activity and so in addition to measuring usage of social media within activities, this is another way to measure usage. The figure below shows the percentage corresponding to usage of different social media tools. Social networking sites such as Facebook and Linkedin were at the top with 86% participants using them. Facebook’s usage for social media marketing and Linkedin for social hiring are well known use cases, so this result is not unexpected. This was followed by Blogs (64%), Video/Presentation sharing such as YouTube (59%), Instant messaging like WhatsApp (58%), Microblogs such as Twitter (56%) and Document and File Sharing such as Dropbox (55%).

social media tools usage

Fig 4: Social media tools usage

There’s lot more and i’ll share more findings in future posts. Meanwhile, i’m working on a set of tools that uses all this data as a basis for further analysis — something that organizations will be able to use for their own digital initiatives.

Fight against Telecom service providers

Okay, so in my fight against pathetic services of Telecom service providers in India/Delhi/Noida, I think I’ve progressed to a new level. Today morning, I got a call from some advocate in Tees Hazari Courts informing me that Reliance has filed a case against me. So I should either settle it by paying the amount that Reliance is demanding (Rs 1011 odd) or face the court proceedings.

The background is as follows.

I subscribed to Reliance’s post paid high speed data card service (Account no 500000414339, HSD Number – 9310323412). However, the services were very pathetic and I would never get a signal. I complained many times but to no avail. Finally, I got so fed up that I requested for conversion of this number to a pre-paid number in January 2011. I have the copy of  my acknowledgement slip that I’ve attached below. I was also made to pay bill for next month in advance.

However, they did not discontinue my services and I was made to pay bills for many more months.

I have made multiple other requests to their people to discontinue the services.

In spite of that, they continue to not only harass me but have also now threatened me with legal action. They followed it up with this phone from an advocate today morning.

So what should I do? Pay-up and get out of it or fight it out?

reliance post to pre acknowledgementreliance notice

Update Aug 2, 2011

The issue has been resolved for now (hopefully). I received a call on Friday from Reliance Chairman’s office. The person apologized for all this. He also told me I was right and that I did not owe anything to the company. He further informed me that my services were already deactivated and usage was absolutely zero.

While I am happy and thankful, I do feel that if the chairman’s office has to intervene for such a small matter, there’s something wrong with the system. I already had proof (acknowledgement given by reliance for post paid to pre paid migration). I’d sent that proof via postal mail as well as by email to Reliance’s various teams including Nodal and Appellate Authorities. Instead of listening to me and resolving it themselves, they followed it up with a threat of legal case etc.

I also got some useful advice from the folks at Akosha (@myakosha) for which I’m grateful. In particular, what happens in such cases is as follows.

Service providers (such as telecom companies and credit card companies) sell off their “bad debts” to 3rd parties at a huge discounts. These third parties than try out different mechanisms to recover as much as they can. So they will call you and threaten you with police arrest, legal notice and what not. I’ve heard of people getting calls from police stations asking them to pay up or that they will be arrested. In the worst case scenario, you will get a Lok Adalat notice.

A Lok Adalat is an informal court and the idea is to usually settle cases based on mutual agreement. In such cases, you go to one of these lok adalats and both parties negotiate and agreement is reached. I have been told that if you are sure you have not done anything wrong, you  can chose to ignore a Lok Adalat notice and nothing will happen. However, do remember that the other party does have a right to take the case to a higher court.

In any case, if you do get a call from such “Advocates” or “Lawyers”, remember they are usually collection agents. One of them calls from 011-64559262.

Hello CMS Watch

Well, like all good things, my vacation is over. However, for a change, I am actually looking forward to next week – I am joining CMS Watch and would be starting work on Monday, October 12th.

I have been a fan of CMS Watch since its inception and owe much of my current thinking & knowledge to CMS Watch. So it’s been like a “dream come true” for me 🙂

I have blogged occassionaly at the CMS Watch blog before but would be doing it more frequently now. So what happens to this blog? Frankly, I don’t know. Hopefully, I will be able to keep it alive  and make it a more general technology blog.

Wish me luck!

Goodbye Wipro

Today was my last day in Wipro.

I’ve had pretty good time working with a great group (Portals and Content Management or the PCM practice)  – got opportunities to play multiple roles, worked with some cool people, made many good friends, worked with great managers and learned a lot in the process.

However, it was time to explore something different – explore new worlds; to seek out new life and new civilizations (thanks Munish and Star Trek for that).

I am grateful to everyone who I worked with at Wipro and wish everyone all the best.

So what’s next? Well that’s the Real Story that I will post in my next blog as soon as I get some time. For now, I am looking forward to a vacation in Nainital, a nice little hill station near Delhi. I don’t recall if i’ve taken a vacation before when I did not have to check office email :).