Agile Development, Business Analysis, Information Technology, Product Development, Social business, User Experience

In an age of rapid changes in the business, technology and lifestyles, organisations and individuals alike have to be adaptive. Business Analysts are not an exception to this much alike the other professionals. What does it take to be a modern day business analyst. Is it just the logical thinking, sound communication skills, good domain knowledge? Yes, these are all necessary but not sufficient. The modern day business analysts have to be agile, suave and tech savvy. They need to be adaptive and quick to embrace change, not just to survive but to succeed. In this post, we will look at what it takes to be a successful business analyst in this new-age of digital, mobile, agile and social times.

Transformation of business analysis in the new-age

Business analysis today is less of writing requirements in long documents and more of working with the design and development team. Its about owning the product roadmap, business strategy and/or the organisational processes. Gone are the days of writing up functional specifications documents running into hundreds and thousands of pages, spending months and years. Its the time for them to be agile and lean, and move on from being traditional verbose document writers. So business analysts today have to write user stories, create wireframes and mockups, model problems and solutions, validate and test the functionality.  They must be open to change and pro-actively understand the impact of changes on business, technology, products and people.

NBA_platform_Definition_Framework

Business analysis is changing and how

From a traditional perspective,  BAs needed to be good with communication skills. They were positioned as domain experts and to some extent looked up as product specialists. Some analysts have been positioned as specialists in business process management. However, in the last few years, business analysts have moved on from mere requirements owners to product/process owners. With the extensive use of agile practices, business analysts too emerged as the change management experts. In this digital, mobile, agile and social age, the focus of business analyst has shifted to user stories, customers and users engagement, stakeholder management, modeling domain, problems and solutions. In short, the modern day business analyst is versatile, cross-disciplined, tech-savvy, agile  and a team-working professional.

NBA_platform_BusinessAnalysis_New_Age

The new-age Business Analyst’s toolset

I give below a diagrammatic representation of the toolset for the modern day business analysts. This provides a snapshot of the fundamental set of skills and knowledge that power the BAs today.

NBA_BA_Skills-and-knowledge_Toolset

Alongside the mainstream skills, the business analyst needs to be a master of communication and leadership skills. From interacting with the key stakeholders, engaging with customers and users, and working alongside the team members, business analysts must have excellent “people skills”.  Also, technology has been playing a key role in the design, development and delivery of products and services today. So, needless to say that the business analysts today have to be aware of the technologies, platforms and the application of these technologies to business context. I don’t however see that the business analysts have to be experts in technology but then they must be able to use technical applications, tools and methods to understand problems and help create solutions. Also, the new-age BAs have to be creative and be equally good with the right brain as much as they are comfortable with the data and analytics.

Hope you find this post useful – as always, please feel free to get back with your review comments and helpful feedback. On behalf of Team Texavi, I wish you and your loved ones a very Happy New Year, 2014! May your personal and professional lives be filled with joy, prosperity and success! Until next post, ciao!

         

 

 

Agile Development, Business Analysis, Conference, Events, Information Technology, Innovation, Mobile, Product Development, Social business, User Experience

It’s with pride and happiness I wish to share with you that recently Team Texavi successfully hosted Texavi’s IMAGINEERING – INDIA, 2013 Conference. Held in two cities Hyderabad and Mumbai, during the last week of August, the events were a huge hit among the IT community.   The conference had a good participation from the practising and aspiring IT professionals who made it happen. Thanks to the enthusiastic participation of delegates and speakers, the conference in both cities had turned out as a big hit among the community. I salute the untiring efforts of  Team Texavi in putting together such fantastic events which many people hoped to be held every year . In this blogpost, I give a snapshot of the conference for the benefit of those who could not attend and also for those who participated. Hope this would help you all understand the magic behind this memorable event called Texavi’s IMAGINEERING – INDIA, 2013 Conference.

What’s special with Texavi’s IMAGINEERING

If you ask me the formula for the successful hosting of Texavi’s IMAGINEERING – INDIA, 2013 conference, it’s the PEOPLE that made it happen. Yes, right from the word go, Team Texavi had put in their brain power at work and ensured that the right topics were selected to ensure maximum interests among the audience. Next to contribute majorly were the speakers who are industry-leading thinkers and professionals. These are not just people who talk, but who are thought-leaders and those who actually put their ideas to work. Bringing this unique set of people who are hands-on lent practicality and workmanship to the focus areas. Through the talks, panel discussions, interactive Q & A sessions, these speakers brought out the best for the benefit of participants. And last but not the least, the prize also goes to participants from different organisations who made it to the event, despite it being a Friday. They all took an active part in the proceedings of the event and needless to say contributed to the success of the conference.

Texavi IMAGINEERING Conference_1 IMG_3803Dr.Rajeev_Srinivasa

What happened at IMAGINEERING 2013 Conference

The theme of the conference was very topical and relevant to the current times – “Technology trends, challenges and opportunities in the times of Digital. Mobile. Agile. Social“. The talks, special sessions, panel discussions and interactive sessions revolved around this topic with varied flavours. Ranging from the mundane Social media aspects to the raging hot theme of today’s technology world, Mobile platforms and applications, the conference had covered all the bases. The Keynote address by Dr. Rajeev Srinivasa rightly brought out the nuances and guidelines for embracing the good things around in Technology, highlighting the challenges involved. Dr. Srinivasa very eloquently touched upon the finer yet very practical aspects relevant for the IT community. A case in point is the importance of knowing the business aspects alongside the application of technology, for successfully delivering technology products and applications, today. Towards the end of the conference, everyone in the hall left with a firm belief that Technology and Business are two sides of the coin and that one can’t live without the other.

For all the action as it happened, you can watch the videos of the Conference, by clicking on the links below:

Interactive and engaging panel discussions

The keynote was followed by a very engaging panel discussion comprising some very competent and experienced professionals from the IT industry. The discussion for the panel was the topic “What’s the next BIG Thing”, which they ably covered sometimes hovering around, while other times diving deep into the key aspects. The panelists drew examples, business cases and insights from their own experiences to weigh in their points and delegates couldn’t have enough of the nectarine knowledge being shared with them. Sprinkled with generous doses of tips, tools, techniques and methodologies, the discussions threw light on important areas for the participants to take in all they could. The floor was opened for questions from the participants and it got so engaging that the session was brought to a halt by the time keepers. Texavi_IMAGINEERING_Panel_discussion_1 Audience participation at Texavi IMAGINEERING 2013

IMAGINEERING,2013 – A conference with a difference

Perhaps no other conference can boast of the unique feature that Texavi’s IMAGINEERING had – that of the focus on careers and professional development. Besides running as a deep undercurrent of all the items on the agenda, there were special sessions catered for the careers advancement and professional development of the IT community. Mukund Sathe’s engrossing talk on the IT industry’s trends and challenges struck the right chords with participants. Mukund’s talk was full of insights, ideas and recommended solutions and went beyond just highlighting the problems. Towards the end, participants with their questions and views made the talk even more insightful.  Not just that but also the careers talk from Texavi’s Niroop Racha was a huge hit among the audience. It started off as a solo talk but drawing audience’s participation, it slowly turned into a very engaging exercise. Delegates jumped in with their experiences, views and added the much needed “E flavour” to the conference. The E here stands for “Engagement” and “Entertainment” too, as it turned out that Texavi’s IMAGINEERING – INDIA, 2013 had no dearth of learning, sharing and fun.

Please check out the Presentations used during the Texavi’s IMAGINEERING, 2013 conference by clicking on the links below:

Hope you enjoyed reading the post. Please feel free to drop in with your valuable feedback as always. Till next time, have a nice time, ciao!

Agile Development, Behavior Modeling & Design, Business Analysis, Events, Information Technology, Innovation, Product Development, Social business, User Experience

Disrupt, hack, fail and lean…in case you are wondering what these are, they are the latest buzzwords in the technology industry today. No more terms with a negative tone or tinge, these once swear words are now the tech world’s definitive words to swear by. They have taken the world by storm, so no wonder businesses and individuals alike are encouraged to embrace them strongly. Rightly so, in an age of digital, mobile, agile and social times that we are living in, technology does have a profound impact on businesses and people. Change is the only constant thing, and entrepreneurship and innovation are sure ways for survival and success. In this blogpost, in a run-up to Texavi’s IMAGINEERING – INDIA,2013 conference, I will touch upon how embracing the mean and lean aspects like disruption,”fail-early-fail-often”, hacker way and being lean will separate the winners from players.

1. What are you disrupting today

Look around you and you will find disruption as the mantra behind every successful business, product, service or individual. For instance, in the technology space, the Internet and web sites and applications came and disrupted the way we work, play and talk. Google came in and disrupted the way we deal with information changing the preferred navigation mode of millions of people from browsing to searching. Apple’s iPhone and other Touch-sensitive  technologies disrupted the way we interact with phones and devices. Plastic money a.k.a credit cards came in and changed the purchase behaviours of people, which some would argue, in a negative way. With the technology powering the businesses, brace yourself for more disruption to happen in the near future. From wearable technologies to 3D printing and alternative currency, disruption is the name of the game. Disruption is not only the key differentiating factor but also the secret weapon that separates the great ones from good.

bitcoin

It is equally important if not more important, for the large well-established organisations to be disruptive as much as the small, suave start-ups. Large organisations such as Google, Apple, 3M and McDonalds continuously strive at disrupting the professional and personal lives of their customers leaving a huge impact, through their new products, services and business models. Small start-ups too are doing their bit to help disrupt the existing behaviours of consumers. Take the case of Bitcoin which is a startup wanting to disrupt the way people use currencies, although some people consider it a cheeky option. Over the last 5 years or so, Bitcoin has emerged as a new alternative for payment online. Similarly, David Fishwick’s Burnley Savings and Loans Limited has been pitched as disrupting the models of the high street banks. Yes, disruption is the name of the game today and anyone who would like to make it big in business must have the answer to the question What are you disrupting today? In fact, this is the question every business and start-up must ask for themselves, not only to survive but also make a mark in this world of cut-throat competition.

 

2. Fail fast and fail often

Failure has never been more recognised and more encouraged than now. The importance of failure was best brought out by the famous saying of Thomas Alva Edison, “I have not failed. I have just found 10,000 ways that won’t work”. Failure is the stepping stone for success and nobody who has succeeded wouldn’t have done it without ever tasting a slice of failure earlier. Behind every successful entrepreneur, you can find a string of failed initiatives and this applies equally well in the case of the technology businesses and products too. I don’t mean in any way that we all must have failure as our goal, but what is important is to be prepared for failure, often to the extent of keeping it as option A. This would help ensure that you cover all the possible scenarios. Also, when you fail, you are bound to become battle-hardened because with failure, you know what works and more importantly what doesn’t work.

Fail fast, fail often_texavi

It may seem that I am all for hailing failing, but the important bit is to recognise the need to fail early. Failing early on helps us to correct the course quicker and better. It will also help us in preparing to prevent similar instances or occurrences in the future. Failing earlier is better than failing quite later down the line, as the impact would have been lesser as also the resources required to for corrective action. Failing often is also a key step in the journey of progression and success as that shows the continuous endeavour and effort for improvement.

3. Adopt the Hacker way

Times are gone when people want to do things in a linear, bureaucratic and often long-winding manner. From venture capitalists to employers and financial markets, everyone nowadays insists on street-smart, tech savvy and ingenious attitudes on display. In a world where the boundaries between work and play are being constantly erased, what one needs is the ability to make a killing with speed, accuracy and confidence. One word to describe all of these and more is HACKER. Yes, hackers, at least in the context of IT industry, are your new battle-ready warriors who are the new age ninjas to pump up the productivity, profits and products’s successes through their shrewd, speed and solid work.

Hacking - brilliant idea

Hacking is not evil anymore, well if done with the right intent and intentions. It used to be often associated with young, smart brains turned in the wrong direction a la snooping. In the context of this post, I am referring to hacking in a slightly different skill – that of “doing” rather than relying on lengthy debates and futile processes. When Facebook went for the IPO, we got to know one of the secrets for their sustained success, which is The Hacker Way. Hacking in this sense is not about snooping, but it is the ability to quickly conceptualise, design, develop and test a product or feature quickly  and iteratively. So, there is no two ways in embracing the hacker way to deliver and turn around successful products, services and concepts quicker and more effectively.

4. Lean is in, are you ready

Building huge monoliths of businesses had been the key focus in the last few decades where power and might took precedence over everything else. Excess drive was on to build up the industrial mega-revolution making things bigger, mightier and powerful without consideration for the effectiveness, efficiency and long-term sustainability. However, as technology led from the front in the last couple years, businesses realised that its not the size and strength that matters, but efficiency and productivity on a sustainable basis. So, lean is in and started to impact various industries from manufacturing to IT. Going agile and being lean is not in processes alone, but must be replicated in people and other resources too.

Be_nimble_and_lean_TEXAVI

I shall touch upon each of these topics in greater detail in the upcoming blogposts. Please drop in with your feedback for further improvements and yes, you can also share some ideas for new topics. Have a nice time and until the next post, ciao!

 

Agile Development, Business Analysis, Conference, Events, Information Technology, Innovation, Mobile, Social business, Social Technologies, User Experience, User-centered Design

I have this question constantly coming back to me and kept playing in my mind time and again. What makes a great product? What is it that creates successful brand, organisation or an individual? After thinking about it from all possible experiences and view points, I finally came to a conclusion. The answer came to my mind when I applied myself to various scenarios, situations,industries and domains. Yes, I found the answer!!! It is balance. I would like to use this connotation of balance to bring forth the importance of IMAGINEERING in our professional and personal lives. In this post, I wish to bring to you the meaning and potential of IMAGINEERING, as a run-up to Texavi’s upcoming conference IMAGINEERING – INDIA, 2013 in August this year.

Imagination is a natural instinct

They say that “Imagination takes you everywhere!”, how true! Yes, with the very mind that we have we can create and weave bundles of thoughts. These indeed can take us places and sitting in London, we can go to Miami or Mumbai. Of course, this same imagination makes us travel across time as well, from the present to the past and lets us dream peep into the  future too, in the form of dreams. This greatest power especially found in abundance in young children, is responsible to make us curious, enthusiastic, inquisitive and exciting. This adds the much-needed zing to our lives, which otherwise gets mundane and monotonous. Though not entirely related, imagination could be mapped to the emotional part of the human instincts.

Logic is critical for growth

But then the next question could be “is imagination everything that you  need?”. Well, the answer to this question is a resounding “NO”. It is important to have imagination, but its not just enough. We need logic to back up the emotional appeal, analysis should be the engine that should drive the vehicle forward. Intellect powers the development of human beings and it is the constant churning of WHY and HOW that leads us in the right path to reach the right goal quickly. Its logic that lends support to the otherwise fragile and weak facade of imagination. I would even say that logic and analytical bent of mind provides the string and controls the high-flying kite of imagination.

Imagineering – the true meaning

Having looked at both imagination and logic, by now you would agree with me that we need to make the best of both worlds. To get it right with anything in the world, from building a product to a creating a powerful brand, and from taking an individual from good to great, we need to strike the right balance between balance between imagination and engineering. In the context of developing successful products and services, imagineering, as I refer to it, could be the powerful combination of technology and business.  Whereas in the case of building a brand, balance should be between identity and image of that brand. And in the case of an individual’s personality development, what helps the most is the right balance between left and right brains, or rather harmony between heart and mind.

Why is Imagineering powerful

Simply put, if we take a case of a problem and solution, we need to balance imagination with engineering and that’s what I would refer to as Imagineering, a powerful combination of creativity and logic. I didn’t coin this term though, but found out that this terms was copyrighted by Disney. What one needs today in the world of me-too products is the clear differentiation whose value-add can be clearly seen by your customers and users. While both are equally important to create any product or solution, sometimes Imagination precedes Engineering while in other times vice-versa. What is more important and more prioritised between the two of these, depends on the factors like…

  • Stage in the life cycle
  • Availability of resources
  • Personality and/or mental makeup of the people concerned
  • Business drivers

Digital. Mobile.Agile.Social times

There have been umpteen instances in our careers and personal lives, where the digital, mobile, agile and social aspects have been influencing us either directly or indirectly. These are playing a significant role in the way we live, work, interact, connect and communicate with our customers, family members, friends and followers. I penned my thoughts, views and ideas about the web of influence these 4 themes have on our lives. The diagram below depicts in a sense the various meanings, influences, challenges and opportunities posed by the quartet of Digital, Mobile,Agile and Social.

Texavi's IMAGINEERING conf theme

 

Texavi’s IMAGINEERING – INDIA, 2013 Conference

I take this opportunity to announce Texavi’s conference IMAGINEERING – INDIA, 2013. The theme for this year’s conference is “Technology trends, challenges and opportunities in the times of Digital. Mobile. Agile. Social”. We have good 3 months for the conference, but Team Texavi have started the planning and preparations are in full swing. We have a fantastic lineup of speakers for the conference, and the agenda has been shaping up  pretty nice. I will share more details on the IMAGINEERING – INDIA, 2013 conference in the coming days. As a teaser, I present to you the logo of the IMAGINEERING – INDIA,2013 conference. This logo is the result of the hard work by the team, putting their mind, heart, and soul into creating something splendid and I must say the outcome has been a pleasing experience.

Texavi IMAGINEERING-INDIA, 2013 Conference Logo

 

As a run up to the Texavi’s IMAGINEERING – INDIA,2013 conference, I will be writing more posts in the next few weeks. Watch out for more details not just on the conference, but also around the related themes and perhaps some guest posts too. As always, keep writing and share your feedback. Till next time, ciao!

Business Analysis, Information Technology, Social business, Social Technologies

‘Man is a social animal’, – as human beings, we do have instincts, but we also have emotions, sentiments and experiences. It is these that separate human beings from animals. In our professional and personal lives, we tend to use the right side of our brains as much as our left brains. Or should I say our hearts step into action and not just our minds in almost all our activities and decisions. People’s behaviours and interactions on the social and professional networks are not any different. That’s why it is critical for businesses to listen to the voices of the people and understand the emotional aspects underlying their conversations. This post dwells on how listening (a.k.a social customer care) help businesses to understand not only people’s voices, but also help them with the right solutions.

Listening is an art and science too

I think the two most critical factors that made social media popular are freedom of expression and the ability to go viral in no time. People on the social networks are free to express their views and opinions. Most often these comments tend to be positive or neutral, but occasionally users do express negatively. Also, note that these are not just about the products and services, but also extend to the brands, organisations and people too. Businesses have been realising increasingly that these conversations and comments – positive, negative or neutral, are a great source of improvement. Companies like Dell, Kodak, Lego and Sainsbury’s started actively listening to the customers’ views and opinions on the social and professional networks.

You are a good listener
Image credit – Quinn Anya, Flickr

What is listening

Listening in the context of social media refers to the monitoring of the activities, interactions and mentions by users.  Also referred to as Social Customer Care, the social media monitoring is one emerging areas invested by most leading brands. The main goal for the monitoring is to understand the activities and derive insights to help take business decisions and help support the customers. Listening does not necessarily mean looking out for the problems alone, but also for potential ideas, insights and innovative approaches. More organisations in private and public sectors are actively engaging with their customers and monitoring what they are up to on various social and professional networks. Small wonder then that today we have some fancy job titles such as CLO (Chief Listening Officer) and Insight Managers.

“Dell has been listening for four years and created a position called ‘Listening Czar’ two years ago. We are a leader in the listening space.” 

– Richard Binhammer, Communications Executive, Dell

How does monitoring help businesses

Social media monitoring is not just a passive observation of what’s happening on social networks. It is extremely proactive in trying to identify the problems of people, understand their pain areas and resolve them in the quickest possible manner. Not just the problems, some times analysing the mentions and comments will help businesses with new and fresh ideas for improving their business, products and services. Often these conversations could potentially lead to new features and functionality but also new products. At a macro level, the social media monitoring and listening helps organisations to understand the customers’ “image” and compare it with their “identity”. Also, the mentions and comments on these networks move beyond just products and touch upon the experiences, emotions and feelings. Businesses can now reach out and unearth these, with minimal effort, cost and time.     Social Customer Care_Texavi on listening

Thanks to the explosion of the Internet, mobile phones and social media, individuals and businesses nowadays are facing a big challenge. Information overload, BIG Data or whatever you may call it as, this data deluge is a bane as much as its a boon. Sample the impact of the social media usage and the amount of data its creating, just the “Retweet” button on Twitter is creating a data equivalent to 2 TeraBytes in one day.What should businesses do to overcome this challenge and make use of the data to their advantage to service their customers better? To sift through this data deluge and make some meaningful relations amongst them, businesses have to plan and approach this in a structured manner. Also, they must use the right tools to help them get the best and draw meaningful and actionable insights.

 

Social customer care tools

Some of the prevalent tools in use today for the social media monitoring are sentiment analysis, NLP (Natural Language Processing). Also,  a few statistical tools such as Cluster analysis, Factor analysis are also being used to analyse the variables and dimensions. These and other similar tools and techniques enable us to look at and filter through the BIG data. The objective is to find the patterns, map the relations and draw usable insights from them. The outcomes are qualitative as well as quantitative and will aid businesses to take the right decisions in the right time.

“We get about 300,000 new mentions of Kodak every month and we don’t censor the comments or videos people create about our company.” 

– Beth LaPierre, Kodak’s Chief Listening Officer

One important suggestion is to ensure that businesses must not ignore the negative comments or mentions about their brands and products. Instead, they must actively look for them, understand the root causes and step in to resolve the issues. They must also ensure that the problems are addressed to help prevent their re-occurrence in the future.

Hope you find the post useful. As always, feel free to drop in your feedback for continuous improvement. Wishing you all a very Happy New Year 2013. May the new year bring in joy and success to all of you. Until next post, ciao!

 

Behavior Modeling & Design, Life, Social business, User Experience

It’s that time of the year again when we make resolutions for newer and better things. While some of us vouch to take the route of a healthier lifestyle, some others may opt to being more productive at work. New year resolutions are indeed a nice trigger for behaviour change. At an individual level, people themselves initiate changes in their behaviours, being driven by their own goals.  However, businesses also attempt to change the behaviours of their customers and users. In this post, let us look at what behaviour change really is and how to define correctly the target behaviours.

What is behaviour change

Behaviour change can be defined as acquiring new behavours, increasing or decreasing or stopping altogether the existing behaviours. It can result from the motivation to change and the simplicity in adopting the new or changed behaviours. Sometimes these behaviours, over a longer term, can result in the formation of new habits or cutting down on the current habits.

 

Habits and behaviours

Behaviour change can happen when you attempt one of the following:

  1. Do new
  2. Do different or do more of the existing
  3. Stop or do less of the existing

For instance, a change in the existing behaviour can be to wake up from bed 30 minutes earlier. Whereas a new behaviour can be to learn ice-skating, a decrease in existing behaviour can be a resolution to cut down on eating high-fat food every Thursday.

What are behaviours

It is important to understand what target behaviours are and how we can make use of them to our advantage. First, let us look at the common misconceptions and myths about behaviours. Please note that behaviours are not

  • About tasks or processes alone
  • Those that effect people in a short term
  • Always linked to the attitudes and personalities

BehaviourChange_Texavi

This brings us to the question as to what behaviours actually are. I would like to highlight the key aspects of a behaviour in the following points:

  • Can be about actions and their outcomes – personal, professional or both
  • Spread over a longer period, potentially leading to habits
  • Involve creating new ones, changing or stopping the existing ways
  • Are purely about the actions or behaviours

Defining the target behaviours – the right way!

Before you attempt to change the behaviours, an important step is defining the target behaviours and defining them correctly. When defining the behaviours ask the following questions:

  • Am I defining a behaviour, in the first place?
  • How crisp is the behaviour definition?
  • Can I make it any crispier?
  • Who are the target people for this behaviour?

An example of a good behaviour definition that I recently came across is the “Get London Reading” campaign. Launched by the Evening Standard newspaper, this campaign is aimed at increasing the literacy levels in schools. With a crisp definition of the objective, this campaign  is an example of defining the target behaviours well.

Here is how to define behaviours

After defining target behaviours, let us look at what makes a good behaviour definition. I give below a few simple rules that you might want to keep as a reference checklist:

  • Start the behavior definition with an action word/verb
  • Use simple words and terms. Eg., get, make, do etc.
  • Be brief and specific. Verbose statements don’t help anybody
  • Focus only on behaviour – leave out attitude and personality
  • Ignore the process or implementation. Aim at the end result

As they say, “Well begun is half done”, by now you have completed the most important thing in behaviour change.  After this step, we need to identify the ways and means of how we are going to achieve the target behaviours. Let us look at this topic in the upcoming post. Hope the new year 2013 brings in joy, peace and success to all of you.

Agile Development, Behavior Modeling & Design, Business Analysis, Business Case, Information Technology, Innovation, Interaction Design, Product Development, Social business, Social Technologies, User Experience, User-centered Design

This post walks you through with an overview of Texavi, what we do, who we are and where we serve. You will also get to see the core services and offerings, practices and focus areas of Texavi. With this presentation, you will know how we can help you and the benefits for you, working with us.

– Team Texavi

Information Technology, Innovation, Social business, Social Technologies, User Experience

Thanks to the social media, businesses are now relying on the social channels besides the mainstream media. Apart from having a web presence, companies are now having their presence on social and professional networks. Because of this, there are more networks, more people and more content getting shared. As highlighted in my earlier posts, social business is not an option for organisations now. Businesses have now acquired thousands of followers, friends and fans on the social networks. But these numbers fail to indicate the true success of a social business. What then are the true indicators for the progress in a social business journey? Our Social Business Maturity Model helps! With the Key Progress Indicators (KPIs), you can easily assess the progress and measure your success. In this post, let us look at these KPIs and how they offer insights into the social business performance.

Measures and metrics in mainstream media

I would prefer to call traditional, digital and online media together as mainstream media. These incude print channels such as magazines,newspapers, electronic media including television and radio, web channels like web sites and web applications. As the saying goes, “measure it to manage it”, people have been measuring the progress of the effectiveness using these mainstream media. Measures and metrics like sales per region and ROI have become standard across industries. However, going by the current trends, their usage is limited and cannot be relied upon to judge the impact across all channels of the business. The following are some of the popular numbers, which are still helpful to get some understanding about the performance on the specific channels.

  • Sales per region – all
  • Number of impressions – newspapers and magazines
  • Number of footfalls – Physical stores and shops
  • TRPs – Television
  • Conversion rates – Web sites
  • Page views – Web sites

Social media brings new measures for businesses

Besides the above, social businesses now have newer measures added to manage, track and measure the social efforts. Since social networks are mainly focused on people and content aspects, businesses are engaged in connecting and following people and viewing, sharing and creating content. Alongside these activities, advertisements in Facebook, YouTube etc., help businesses generate leads and enable online transactions, smoothly. In line with the activities and social engagements, the newer social measures and metrics emerged that would help track these activities. These ranged from the simple measures like number of followers to more complex metrics like influence score and engagement score. However, these numbers alone are not helpful to see the activities on social networks and the results therefrom, in silos. They are not of much use in getting the big picture for social business. Our Social Business Maturity Model and the associated KPIs surely give a better visibility on the activities and results.

Social measures, metrics and analytics

According to the Social Business Maturity Model, there are 3 key areas that offer insight into how the social efforts are performing. These are the people, content and business. Within each of these 3 areas, there are measures, analytics and social business insights. The measures add up to the metrics and they in turn contribute to generate the usable insights.

  • Social measures
  • Metrics and analytics
  • Social business insights

Social Metrics - FocusAreas -SBMM - Texavi

Social measures are pure numbers that are straightforward and do not depend on other measures. These are expressed typically in numbers, averages and time taken to perform an action. Examples for social measures are number of followers, views, likes, shares, votes etc. Metrics and analytics, on the other hand are derived from the social measures.  For instance, influence score, engagement score and network reach are some of the popular analytics that we track and analyse for understanding the user behaviours, content quality and campaign’s performance. Social business insight is the overarching measure that would help understand the effectiveness of a campaign or series of activities on the social networks. Total value per action, for example is one such social business insight that is derived from the metrics and analytics.

Social Business KPIs

In the Social Business Maturity Model, the Social Business KPIs offer the true insights about the performance, progress and success of the social business efforts. While most of them are quantitative, a few of them are based on the qualitative aspects. These are derived from the social metrics and analytics. And metrics in turn, are computed based the social measures. A case in point is the analytic ‘network reach’ is dependent on the social measures – no. of followers in the networks, no. of new followers added in the last week, no. of FoF (friends of friends) etc. This analytic network reach however is not complete in itself and cannot be a great business value. So, we have a KPI called Total Value per Action (TVA) which is derived from other related analytics like the influence score, engagement score, number of leads generated from the advertisement, number of transactions triggered etc.

The following diagram shows how an insight, total value per action, is derived from the associated metrics and social measures.

TVA - Social business insight -SBMM -Texavi

 

Hope you find this post on the social business insights helpful. Please feel free to drop your comments and feedback. Until next post, ciao!

 

Behavior Modeling & Design, Business Analysis, Information Technology, Innovation, Social business, Social Technologies, User Experience

Businesses, like individuals grow over time, adjusting themselves to the changes, situations, market demands and business drivers. Organisations mature in their processes, improving continually their products, services and operations. Often the maturity happens by doing, learning and unlearning from their own experiences. However, some other times, maturity could come in through vicarious learning i.e., looking and observing at others and their ways of working. This applies equally well to the social businesses which undergo different stages of progression. Social businesses join networks, identify their goals, create and innovate content and engage people. As they mature, the focus shifts from selling their products and services to building their brand. In this post, I will first touch upon the criteria for defining a successful social business and then discuss how you can drive your social efforts with the social business engine.

Maturity levels show progress towards goals_SBMM_Texavi

1. First define the goals and success criteria  

In order to become successful, the first step is to identify and define in clear terms, what success means. The definition of “done” and the success criteria have to be specified and agreed upon well in advance. These will help the organisation, team members and also the stakeholders to understand the progress. To be able to understand whether you have reached your goals, you must first define what the goals are. For social businesses, as I mentioned in my previous posts, the goal is to become a people-focused business. This goal translates into the organisation delivering experiences instead of products and services. Success also depends on how well businesses help change the behaviours of their customers and users.

I think social businesses must focus on the following areas, to become successful.

  • Brands, not just products and services
  • People, not just customers and users
  • Experiences, not just engagement and influence
  • Habits, not just one time actions
  • Insights, not just metrics and analytics

Goals for Social Business_SBMM_Texavi

2. Identify the key drivers – People, content and business

There is no doubt that the social business engine powers your social initiative providing the direction and fuel for your social efforts. I view this engine as comprising three main components- people, content and business. The social business hinges on these 3 key components, and they are inter-related among themselves. People contribute and create engaging content, and this content leads conversations to transactions. Yes, its true that social networks are about conversations. But merely engaging people with interactive content does not help businesses become successful at social business. So, a combination of people, content and business working in tandem would help build successful social businesses. No wonder most successful social businesses have got it right with these three components of the social business engine.

Power with Social Business Engine_SBMM_Texavi

3. Invest in people, the true asset to social business

The way organisations manage their relationships with people shift from one level to another, as they get matured in the social business. The maturity on this component of the social business engine varies from being a novice at identifying the right people within their networks to actively engaging them. In the initial levels, you put the efforts in finding and connecting with the right people in the target networks. You slowly start to follow them and their activities, interact with them in different ways to create some value in the process. But as you reach higher levels of maturity, you go beyond conversations and engage them with innovative content, and encouraging them to conduct commercial transactions. This happens as there is increased level of trust and also there is a sense of give-and-take between the people and you. At the highest level is the goal to influence and delight the people, coercing them to make or break habits, to the advantage of all involved.

Here are some top tips for getting it right with people-focus. Some of these are aligned with our Unified Experience Framework.

  • Look beyond customers. Focus on People {customers, users, stakeholders, followers}
  • Follow and be followed by the right people on your networks
  • Enable people to change their behaviours
  • Synchronise people’s online and offline behaviours
  • Deliver unified experiences across multiple platforms and channels
  • Cut out the noise and care for people’s voices and heartbeats

4. Create meaningful and engaging content 

Curating, creating and innovating content is critical for the success of any social business. Curation of the content can happen when there is a value-add done by means of sharing it to relevant people and making changes to it. Social businesses can succeed when they could enhance the content and also innovate. Innovation with content can be done in many ways, based on the industry, size and nature of business. Essentially, businesses innovate when they create different types of content altogether. For instance, Apple created iBooks and gave power to small time authors who want to publish their books, quickly, easily and in a cost-effective manner. Many companies who have been traditionally printing books, started with digital publications. The content is still the same, but these companies innovated with different way of delivering it.

5. Social business goes beyond conversations

Engaging people on the networks with interesting content is key for social businesses, to start with. Also, encouraging people to be involved in meaningful conversations aligned to the business interests of the organisation is critical too. However, as the business matures, the focus needs to be to interactions leading to commercial transactions. Otherwise there is not much of a value-add for the business to be on the social networks. You should start to motivate people to do online transactions, review your products, recommend of their friends so that they become your customers too.

Hope you find the above points helpful in building your social business. As always, please feel free to drop in with your comments and suggestions. Until next post, ciao!

 

Business Analysis, Information Technology, Product Development, Social business, Social Technologies, User Experience

“Markets are conversations” – this saying is absolutely relevant to the current times. No wonder social media nowadays is not optional for businesses anymore. Increasingly, more small and medium enterprises have been embracing social networks albeit a bit coerced by competition than willingly. However, not all of them who adopt the social business route are successful. A handful of them have found the right path, stuck to it and achieved success. That brings a valid question in our minds – how would you measure the success of the efforts in building a social business? Like the well-established SEI-CMM model, success in social business too depends on the capability and  the maturity of the organisation. I came up with the Social Business Maturity Model, akin to the SEI’s CMM, but contextually aligned to social business’s focus areas and processes. This post touches upon the key aspects in assessing the efforts of the business, internally and the resulting output, externally.

Why to assess and measure the social efforts

It is evident that organisations are investing their efforts, resources, people and money into making their businesses socially successful. Irrespective of industry, size and domain, these companies have taken the social business journey. They have put in place various processes and are actively undertaking various activities towards the social initiative. There should be a way of assessing and measuring where an organisation is in the context of this social efforts and processes. Texavi’s Social Business Maturity Model(SBMM) would help you to assess how mature an organisation is in the continuum from Level 1 being an initial phase to Level 5, being the Optimising phase. The SBMM enables the small and medium businesses primarily, to understand what it takes at each phase of the Social Business journey and invest their resources and efforts accordingly.

Texavi’s Social Business Maturity Model – Overview

I thought about this SBMM framework, considering the internal and external facets of any organisation. These two perspectives are helpful to assess and analyse the resources,processes and efforts required internally to generate the desired results, externally. This SBMM framework, the levels, key focus areas and the maturity matrix are based purely on my understanding and views and I did not refer to any industry or academic source, for similarity or differences. Within each of the focus areas, the organisation’s  is divided across 5 levels starting from Level1 : Start-up through to Level 5:Tune-up.The 5 Maturity Levels - Texavi's SBMM

 

Social Business internal focus – What you can do

There is no doubt that companies have to focus on selling and marketing their products and services to improve their bottom lines. However, social businesses have to do much more than this. The focus has to shift from their products and services to enhancing their brand equity, which is a larger goal to accomplish. However this cannot be achieved overnight or with a magic wand, but done gradually. So, an organisation matures across the 5 levels in the SBMM to reach the stage where the focus is clearly on building their brand. In the same way, businesses traditionally focus on selling and advertising to their customers and they extend this behaviour to social media as well. On the social and professional networks too, companies use the tone of selling to customers. However, this needs to change to a tone of engaging people in meaningful conversations.

The key focus areas for the internal focus of the social businesses, as per the SBMM are:

  • Business Focus
  • Processes
  • Delivery platforms & channels
  • Activity on social media

The following diagram illustrates these points highlighting the key focus areas for an organisation to take care of, internally:

Key Focus Areas - Internal View - Texavi SBMM

 

Social Business external focus – how you do

Marketing and communications are like the face of the organisation, presenting their view to the external world. Customers and users have always been the focus of organisations traditionally. However, with social media businesses now need to extend their reach beyond the customers to followers, friends and fans on the social networks. Also, for successful social businesses, content becomes a key strategic tool. As the organisation matures in its social business approach, they move from consuming and sharing the content to curating and creating engaging content. Messaging too gradually shifts from being interruptive to highly-contextual and personalised to the users.

The key focus areas for the external focus of the social businesses, as per the SBMM are:

  • People
  • Content
  • Business Focus
  • Messaging

The diagram given below presents the key focus areas that an organisation should take care of, externally:

Key Focus Areas - External View - Texavi's SBMM

I will try and continue my thought process on the Social Business Maturity Model in the next few posts. Also, on Texavi’s web site and White Papers, you can find more details on Texavi’s SBMM such as the Maturity Matrix and focus areas. Feel free to share your views and feedback on this post. Until next post, ciao!