382
i n d e x■information
open access to, 5–6
in-house social learning, 171
innovation
Consortium for Service
Innovation, 75
engagement and, 112, 235–237
product innovation cycle, 111–
113, 136, 252
INSNA (International Network for
Social Network Analysis), 314,
315
“Inspired by You,” 337
intangible values, 141
integration, of listening, 129–131
Intel
Black Belt program, 35, 36
social computing policies, 76
Intense Debate, 332
interactive websites, 16. See also
social sites
internal collaboration
Enterprise 2.0 and, 248–253
Jive Software and, 84, 85, 91,
104, 124, 135, 171, 206,
228, 243, 253, 325, 347
Lotus Notes and, 76, 77, 235, 253
Oracle and, 253
internal readiness, 344–345, 346
internal social networking, 91
internal/external participation, 69
International Network for Social
Network Analysis (INSNA),
314, 315
InterOp Mumbai presentation, 136
interruptions, 4, 57, 258–260, 282,
283, 284
Intuit, 39, 329
iPhones, 89, 140, 223
iPod, 112
Iskold, Alex, 289
“It’s Not What You Sell, It’s What
You Stand For,” 56
iVillage, 104
J
Jarvis, Jeff, 14, 97, 98, 132, 176, 227
JCPenney, 342
Jedrzejewsk, Michael, 98
JetBlue’s T5, 218–219, 220
JFK Airport, 218
Jhoos spam, 302
Jira, 132
Jive Software, 84, 85, 91, 104, 124,
135, 171, 206, 228, 243, 253,
325, 347
Johnston, Bill, 69
Jones, C. Anthony, 330
Joomla, 91, 332
Js-Kit, 332
“The Juice” campaign, 59, 61, 231,
278, 282K
kart racing, 267
Katz, Roger, 323
Kaushal Sarda’s 2010 InterOp
Mumbai presentation, 136
Kaushik, Avinash, 156, 163
Kay, Jonathan, 48, 49
key performance indicators. See KPIs
KickApps, 309
Kim, Peter, 26, 197. See also Dachis
Group; Foursquare
Kingfisher Airlines, 73, 218, 336
Kingfisher Airlines survey card, 336
KinkFM, 257
kite surfing, 267
Klingon (Tweet in Klingon), 94–95,
105
Klout, 149, 306, 312, 313
knowledge assimilation, 50, 74, 75,
76
knowledge exchange, 86, 96, 191,
194–195
knowledge transfer, 69–71
Kodak, 104
Kolsky, Esteban, 112, 123, 136
KPIs (key performance indicators)
defined, 141
“delight” oriented, 73
Social CRM program and,
247–248
KraftFoods.com content
management, 91
L
laptop fire example, 13
larger social objects, 58, 104, 256,
257, 280, 284. See also passions
Lasica, J. D., 83, 318–319
Latitude, 195
laundry soap community, 87, 88
Layar, 347
layers, of social business, 249
“Learning Center” (HP), 91
Learning Community, Radio Shack,
91
Leary, Brent, 232
Lebkowsky, Jon, 45, 279
legal team, 25, 224, 241, 246–247
LEGO, 68, 148, 337, 339
LEGO Mindstorms, 337, 339
Leistner, Frank, 70, 274. See also SAS
Institute
lifestyles, 266–267
action sports and, 267
American Express “Open Forum”
and, 267, 303
“higher calling” and, 56–59, 64,
104, 176, 178
as social objects, 266–267
lifetime/transit time, 158Like button (Facebook), 308, 326,
327, 331
like-mindedness, 290–293
LinkedIn
adjacency and, 307
brand outposts and, 66
business presence on, 303
business-to-business brands and,
178
Dell and, 92
Gephi and, 304, 307
Minggl and, 308
profile completion and, 71, 85,
298, 299, 324
social graph API and, 303, 304
social presence and, 86
2020 Social and, 303, 304
weak ties and, 153
Linux Ubuntu, 193
“Listen, Understand, Evolve.”, 347
listening
active listening v., 23, 110, 111,
112, 113, 115, 116–117, 124,
129–130, 131, 135, 147, 167,
168, 187, 188, 217, 219
automated listening tools, 148
avoiding change v., 188 –189
baseline for, 167–169
as best practice, 191
conversations and, 113–115
integration of, 129–131
listen intently, respond
intelligently, 166–173
listening/collaboration/
measurement, 166, 198
low exposure of, 172–173
as must-do activity, 166–173
negative comments/conversations
and, 114, 167, 172, 186, 214,
219, 232
objective of, 166
as social application, 346
as Social CRM element, 235
Lithium Technologies, 36, 91, 124,
132, 149, 171, 206, 238, 239,
253, 312, 347
location tracking, 195, 196, 198
Looppa, 18, 91, 310
looppa.com, 18
Loopt, 195
“Lost” episode, 258
Lotus Connections, 171, 235, 253,
340, 347
Lotus Notes, 76, 77, 235, 253
low exposure, listening and, 172–173
LUGNET.com, 64
M
Made by Many, 334
Magazine Soho, 44
malleable social networks, 305–306
Maoz, Michael, 342