3 hours ago
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Whereas traditional IT supports business processes, social software helps you when the business process breaks. But you don’t necessarily know how often the process breaks, it’s not as predictable as number of invoices processed per month, or new clients signed up per week. You don’t know what benefits could be realised if Joe in Finance talked to Sarah in HR. It might be absolutely nothing. On the other hand it might fundamentally change the company for the better. Social software is a serendipity lubricant that increases the chances of valuable interactions occurring - but it makes no guarantee on their frequency or their value. - John Tropea

