Nielsen Norman GroupEvidence-Based User Experience Research, Training, and Consulting
Employee collaboration and open communication are now business drivers in many companies, but social enterprise features are often poorly integrated with the rest of the intranet.
Usability studies of corporate content distributed through Twitter, Facebook, MySpace, and LinkedIn: users like the simplicity of messages that pass into oblivion over time, but were frequently frustrated by unscannable writing, overly frequent postings, and their inability to locate companies on social networks.
Hosting a company's content and services on 3rd-party social networking sites involves both tactical risks (lower usability) and strategic risks (less user loyalty).
Community features are spreading from 'Web 2.0' to 'Enterprise 2.0.' Research across 14 companies found that many are making productive use of social intranet features.
Users often see online content out of context and read it with different goals than you envisioned. While you can't predict all such goals, you can plan for multiple uses of your text.
To demonstrate world-class expertise, avoid quickly written, shallow postings. Instead, invest your time in thorough, value-added content that attracts paying customers.
In most online communities, 90% of users are lurkers who never contribute, 9% of users contribute a little, and 1% of users account for almost all the action.
The Web is not a community: a huge impersonal city is a better metaphor. User-generated content (UGC) can be valuable (if edited), but chat rooms should be avoided because of participation inequality.