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Principal of Chess Media Group, a social business consultancy. Jacob works with mid and enterprise organizations on developing customer and employee engagement strategies. He is also the co-author of Twittfaced, a social media 101 book for business. Jacob authors a Social CRM and Enterprise 2.0 blog.

One response to “Enterprise 2.0 and Social Media: Improving Your Processes vs. Changing Them”

  1. Nicole Hamilton


    I am not sure I agree with you. We work with many companies in helping them “improve” the way collaborate internally, and we have learned that it is often much much more than just implementing a new technology or strategy. It is in fact a revolution, and literally requires major changes in a company’s DNA or “communication culture.” However, that does not mean these changes need to happen overnight. Yes, part of a success strategy is understanding how the company processes and operations work, but it is also the expectation that those will change as new communication tools and technologies are put in place.