Meeting with Josh Bernoff

After getting a chance to see Josh Bernoff from Forrester speak at the Social Business Summit yesterday, we got a chance to sit down with him this morning to dig a little deeper into a few topics.  It was really a special opportunity to pick his brain about social media applications and organizational structures to deal with empowered consumers.  He shared some great insights and advice regarding the use of Facebook and organizing to be able to respond in real-time to consumers.

I was really interested in what could be done to collaborate in an environment which might be fractured into various silos with slightly overlapping responsibilities. We discussed the need to bring these groups together on a very regular basis to have discussions regarding monitoring, strategies, and execution. He brought forward a case study from Dell, mentioning how they bring together all of their social media folks for a weekly phone call to discuss these issues. Further, he mentioned the importance of challenging each other on these topics as well – making sure strategies are in place and metrics are being monitored. All areas need to be aware of what each other are seeing and doing in order to most effectively execute in this space.

Unfortunately, and understandably, he wasn’t very excited for me to video record parts of our meeting, but thanks again to Josh for taking the time out of his busy schedule to talk with us!