Social CRM Virtual Summit

[#1]

Questions about measuring social interaction? Well you've come to the right place. Dr Wu knows more about this topic than anyone should... Ask him a question here, and we'll make sure it gets posted to him on Nov 11th.

[#2]

I used to read reviews on books before purchasing them on Amazon.com.  I had always thought there must be better ways to find the review postings that are more relevant to me and that are written by reviewers with better creditability.  Amazon.com's current features - the count of people that find a review helpful and the sorting by posting date - are not how I would evaluate a person's opinions in real life.  There are many more influencing factors.

I was excited to find that there's such an intelligence called "Reputation Engine" in Lithium's technology.  Would someone tell me about the logic behind the Reputation Engine that is personalized on social behaviors and is a result of Lithium's gaming heritage?

[#3]

Hi Jacqueline - thanks for your question. I have merged this with the Chat Session 1 thread by Michael Wu. I will ask him this question specifically on Nov 11 at the Virtual Summit. I would thoroughly recommend you joining that event, as he will be covering a lot of topics. The url to register is http://bit.ly/vscrmreg

In the meantime, I will point you at Michael's blog where he talks about social analytics here.

Hope that helps. PG

[#4]

Thanks for your comments and question. I'll comment on your 1st paragraph, and hopefully someone will comment on your 2nd paragraph re: the reputation engine.

In terms of book reviews, Gartner Research recently published case studies that included on on Barnes & Noble (www.barnesandnoble.com). The report is called “The Business Impact of Social Computing: Real-World Results for Customer Engagement”and key excerpts include:

- “Barnes & Noble.com created its Book Clubs social-media community as a virtual place where book lovers can share their passion and help each other enrich their lives by discovering books they may enjoy. As a result of this discovery, Barnes & Noble creates the potential for new book sales in stores and online.”

- “The environment runs on top of Lithium Technologies (www.lithium.com), and primarily employs discussion forums and blogging for participant interactions.”     

- “The community experiences more than 5 million visitors per month (www.compete.com), 7 million page views and 13,000 new posts per month, making it a thriving online destination for book lovers to connect and share their passion for books, reading and authors. This activity translates into increased sales.”

[#5]

Scheduled Chat -1. Social Analytics: The Science and Physics of Social Interaction, Dr. Michael Wu (Lithium).

[ 11/11/2009 05:16:20 AM]	Michael.Wu (Lithium):	hello everyone
[ 11/11/2009 05:16:40 AM]	Paul.Gilliham (Lithium):	Good morning
[ 11/11/2009 05:16:52 AM]	Paul.Gilliham (Lithium):	Welcome to the chat session. I’m Paul Gilliham, Director of Customer Marketing at Lithium, and I’ll be the moderator for the next half an hour.
[ 11/11/2009 05:17:44 AM]	Paul.Gilliham (Lithium):	I’d like to introduce Dr Michael Wu, who is our expert for this half hour. Dr Wu is the Principle Scientist here at Lithium Technologies, and one of the developers of the Community Health Index (CHI) measurement system, as well as a contributor to our latest white paper looking at how customer networks can more than double the effectiveness of Word of Mouth campaigns.
[ 11/11/2009 05:18:20 AM]	Michael.Wu (Lithium):	Thank you for the warm introduction. I am very glad to be here
[ 11/11/2009 05:18:40 AM]	Paul.Gilliham (Lithium):	Today we’re going to be talking about Social Analytics, particularly some of the science behind it, but also on what understanding these metrics means for businesses.
[ 11/11/2009 05:18:55 AM]	Paul.Gilliham (Lithium):	Okay, before we kick off here, I wanted to set some ground rules for the session. We have 30mins, for open discussion and Q&A. We will field as many questions as we can. Post your question to us in the board.
[ 11/11/2009 05:19:16 AM]	Paul.Gilliham (Lithium):	I will moderate them for Michael, and prefix a new topic with [QUESTION] so it’s clear when we have a new topic. I will also remind us when we have 10 and 5 mins left in the session. Some of the topics might be quite in-depth, so we’ll do our best here, but if we need more depth for them, then we’ll take them over to Lithosphere and answer them in the event board or on Michael’s blog.
[ 11/11/2009 05:19:25 AM]	Anand.Sri Ganesh:	Could you share your perspective on how to measure social media usage, adoption, impact in enterprise tech markets
[ 11/11/2009 05:19:43 AM]	Michael.Wu (Lithium):	Sure
[ 11/11/2009 05:20:16 AM]	Michael.Wu (Lithium):	With social media usage, there are always the tradtional metrics.
[ 11/11/2009 05:20:55 AM]	Michael.Wu (Lithium):	I guess this works for adoption too
[ 11/11/2009 05:21:04 AM]	Michael.Wu (Lithium):	Impact is a bit more tricky
[ 11/11/2009 05:21:26 AM]	Michael.Wu (Lithium):	it would probably require some measure on user reaction
[ 11/11/2009 05:21:56 AM]	Michael.Wu (Lithium):	basically we will need to pair an action and an reaction to see if there is any impact
[ 11/11/2009 05:22:09 AM]	Michael.Wu (Lithium):	does this make sense in a high level
[ 11/11/2009 05:22:46 AM]	Paul.Gilliham (Lithium):	[QUESTION] So michael, taking that question in mind, do you want to explain CHI - community health index - and really what it means for an enterprise community?
[ 11/11/2009 05:23:27 AM]	Paul.Gilliham (Lithium):	I think that may help explain some of the measurements and interactions you can have
[ 11/11/2009 05:23:35 AM]	Michael.Wu (Lithium):	CHI is a measure of how well the community meets the needs of the end user
[ 11/11/2009 05:23:51 AM]	Michael.Wu (Lithium):	so we can view it as a measure of customer satisfaction
[ 11/11/2009 05:24:15 AM]	Michael.Wu (Lithium):	which is reflected in the 6 health factors
[ 11/11/2009 05:25:13 AM]	Michael.Wu (Lithium):	you can also see how the end users are behaving on your community with the health factors
[ 11/11/2009 05:25:28 AM]	Michael.Wu (Lithium):	are they interacting
[ 11/11/2009 05:25:28 AM]	Paul.Gilliham (Lithium):	These factors help describe both activity (volume of posts etc) but also interaction levels, right?
[ 11/11/2009 05:25:32 AM]	Michael.Wu (Lithium):	etc
[ 11/11/2009 05:25:52 AM]	Michael.Wu (Lithium):	yes
[ 11/11/2009 05:26:10 AM]	Paul.Gilliham (Lithium):	• [QUESTION] You have said in your blog that you’re very interested in the actions of two groups, Superusers and Lurkers. What can we learn from these groups of users?
[ 11/11/2009 05:26:40 AM]	Michael.Wu (Lithium):	Well, there are lot to be learn from the superuser
[ 11/11/2009 05:26:52 AM]	Michael.Wu (Lithium):	because their behavior is really an outlier
[ 11/11/2009 05:27:14 AM]	Michael.Wu (Lithium):	for example
[ 11/11/2009 05:27:21 AM]	Michael.Wu (Lithium):	why do the participate so much
[ 11/11/2009 05:27:27 AM]	Michael.Wu (Lithium):	what interest them
[ 11/11/2009 05:27:48 AM]	Michael.Wu (Lithium):	on the other hand, there are lot of lurkers
[ 11/11/2009 05:28:02 AM]	Michael.Wu (Lithium):	most of them are just waiting for the right moment to participate
[ 11/11/2009 05:28:14 AM]	Michael.Wu (Lithium):	one thing I learn is that a community needs both
[ 11/11/2009 05:28:40 AM]	Michael.Wu (Lithium):	a community definitely needs superusers, because they produce the bolk of the content
[ 11/11/2009 05:28:53 AM]	Michael.Wu (Lithium):	but these superusers need consumers for their contents too
[ 11/11/2009 05:29:00 AM]	Paul.Gilliham (Lithium):	But the lurkers make up the majority of the audience right?
[ 11/11/2009 05:29:00 AM]	Michael.Wu (Lithium):	and they are the lurkers
[ 11/11/2009 05:29:10 AM]	Michael.Wu (Lithium):	yes
[ 11/11/2009 05:29:49 AM]	Michael.Wu (Lithium):	somtimes superusers talk among themselves, but definitely lurkers are the main consumers that drives superusers to produce more
[ 11/11/2009 05:30:11 AM]	Michael.Wu (Lithium):	for example, lurkers need to ask the question for superusers to answer them
[ 11/11/2009 05:30:33 AM]	Michael.Wu (Lithium):	superusers rarely ask the questions or initiate a conversation
[ 11/11/2009 05:30:43 AM]	Michael.Wu (Lithium):	they usually respond
[ 11/11/2009 05:31:34 AM]	Paul.Gilliham (Lithium):	[QUESTION] Well that could lead us to reputation. We had a question posted for you in Lithosphere - Would someone tell me about the logic behind the Reputation Engine that is personalized on social behaviors and is a result of Lithium's gaming heritage?
[ 11/11/2009 05:31:59 AM]	Paul.Gilliham (Lithium):	there's a good connection here between activity and reputation
[ 11/11/2009 05:31:59 AM]	Michael.Wu (Lithium):	great question
[ 11/11/2009 05:32:46 AM]	Michael.Wu (Lithium):	reputation is necessary in a community, but less important in a social network, such as facebook
[ 11/11/2009 05:33:08 AM]	Michael.Wu (Lithium):	b/c on facebook, you know most of your friends already
[ 11/11/2009 05:33:25 AM]	Michael.Wu (Lithium):	but when you come to a community, you don't know the other members
[ 11/11/2009 05:34:16 AM]	Michael.Wu (Lithium):	reputation gives you a way to guage whose response is more valid, relevant, believable etc
[ 11/11/2009 05:34:41 AM]	Michael.Wu (Lithium):	if you ask your friends about how to buy a digital camera
[ 11/11/2009 05:34:41 AM]	Paul.Gilliham (Lithium):	So you're saying reputation helps with creating trust in the response
[ 11/11/2009 05:34:57 AM]	Michael.Wu (Lithium):	and many of them responded
[ 11/11/2009 05:35:09 AM]	Michael.Wu (Lithium):	you probably know quite well who to trust most
[ 11/11/2009 05:35:24 AM]	Michael.Wu (Lithium):	but on a community you don't have that prior info
[ 11/11/2009 05:35:47 AM]	Michael.Wu (Lithium):	so you need the reputation to give you that meter to guage their response
[ 11/11/2009 05:36:31 AM]	Michael.Wu (Lithium):	the gaming heritage is really just that the gamers knows this long ago
[ 11/11/2009 05:36:38 AM]	Paul.Gilliham (Lithium):	but that trust level also helps drive new traffic too
[ 11/11/2009 05:36:54 AM]	Michael.Wu (Lithium):	if you are playing multi-user dungeon and master
[ 11/11/2009 05:36:56 AM]	Paul.Gilliham (Lithium):	[TIME CHECK] Okay we have 10 mins left on the clock.
[ 11/11/2009 05:37:13 AM]	Michael.Wu (Lithium):	ok, let's leave some room for other to ask questions
[ 11/11/2009 05:38:00 AM]	Paul.Gilliham (Lithium):	• [QUESTION] You’re asked a lot about CHI and how it’s calculated, especially how the 6 factors calculate the overall health – you often equate it to a human body – can you tell us more?
[ 11/11/2009 05:38:33 AM]	Michael.Wu (Lithium):	yeah, a lot of people ask me about how the 6 factors are weighted
[ 11/11/2009 05:38:43 AM]	Michael.Wu (Lithium):	that basically assumes a linear model
[ 11/11/2009 05:39:19 AM]	Michael.Wu (Lithium):	but CHI is not a linear model nor is it an additive sum of the 6 health factors
[ 11/11/2009 05:39:40 AM]	Michael.Wu (Lithium):	you can really think of the health factors as the vital signs of your body
[ 11/11/2009 05:39:54 AM]	Michael.Wu (Lithium):	say heart rate, temperature, etc
[ 11/11/2009 05:40:06 AM]	Michael.Wu (Lithium):	you may have a perfect temperature
[ 11/11/2009 05:40:25 AM]	Michael.Wu (Lithium):	but if your heart rate is critical, you won't be very healthy
[ 11/11/2009 05:40:28 AM]	Deborah.Haas:	would you mind restating the 6 factors?
[ 11/11/2009 05:40:35 AM]	Michael.Wu (Lithium):	sure
[ 11/11/2009 05:40:50 AM]	Paul.Gilliham (Lithium):	[TIME CHECK] 5 mins.
[ 11/11/2009 05:40:55 AM]	Michael.Wu (Lithium):	traffic, content, members, liveliness, interaction, and responsiveness
[ 11/11/2009 05:41:19 AM]	Michael.Wu (Lithium):	It is much better to have a well balance among these health factors
[ 11/11/2009 05:41:25 AM]	Deborah.Haas:	thanks
[ 11/11/2009 05:41:51 AM]	Michael.Wu (Lithium):	if you have one really low health factor, the CHI score will be drawn down significantly
[ 11/11/2009 05:42:19 AM]	Michael.Wu (Lithium):	any questions?
[ 11/11/2009 05:42:49 AM]	Paul.Gilliham (Lithium):	I think the healthy body or even credit score is a great analogy
[ 11/11/2009 05:43:02 AM]	Paul.Gilliham (Lithium):	Okay everyone, we're getting close to time.
[ 11/11/2009 05:43:06 AM]	Paul.Gilliham (Lithium):	time for one more?
[ 11/11/2009 05:43:17 AM]	Michael.Wu (Lithium):	yeah, CHI is designed to act like they FICO score
[ 11/11/2009 05:44:00 AM]	Paul.Gilliham (Lithium):	Well...that’s time folks. Thanks to everyone for their questions. Thank you to Dr Wu for his insights.
[ 11/11/2009 05:44:04 AM]	Michael.Wu (Lithium):	It might be too early now for some of the participants... if you think of more questions, there is another sessions later.
[ 11/11/2009 05:44:11 AM]	Paul.Gilliham (Lithium):	[INFO] The transcript of this event will be available in the Social CRM Virtual Summit board of Lithosphere http://lithosphere.lithium.com/t5/Social-CRM-Virtual-Summit/bd-p/VSCRM-2009-11-11 ) a little later today.
[ 11/11/2009 05:44:16 AM]	Michael.Wu (Lithium):	you are very welcome
[ 11/11/2009 05:44:40 AM]	Paul.Gilliham (Lithium):	And you can definitely ask questions in lithosphere and we'll ask them to Michael later on
[ 11/11/2009 05:44:43 AM]	Paul.Gilliham (Lithium):	thank you
[ 11/11/2009 05:46:01 AM]	Michael.Wu (Lithium):	I will be around the networking lounge, f