Social Media Content Mining for Social Improvement

SMP blog post on monitoring Social Media
On my drive in to work, I heard a story by Cheryl Corley, an NPR correspondent who works for the National Desk. “When Social Media Fuels Gang Violence” tells of the use of social media by gang members in a practice called “cyber banging.” Social media is being used by gang members to promote themselves and their gang, and to issue taunts to other gangs. These posts go beyond the digital realm and have resulted in retaliation deaths. Cheryl reported, “This year, [Chicago] police say cyber banging fueled the death of another Chicago rapper.”

It has also been widely reported that social media is a vehicle for cyber bullying. Chicago police have been working to monitor the social media sites and partner with schools and counselors to address some of the violence. Meanwhile, at the university level, research is being done to decode the language that could send triggers to officials working in those neighborhoods.

As I listened to all of this, I thought, how do you monitor all those social media sites and all of the posts out there? What came to mind is that there are tools out there used by business to monitor those same social media sites for managing comments about their products and services, such as Cisco’s SocialMiner.

“Cisco SocialMiner is a social media customer care solution that can help you proactively respond to customers and prospects communicating through public social media networks like Twitter, Facebook, or other public forums or blogging sites. By providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time using the same social network they are using.” [From the Cisco website]

Now, this is written from the standpoint of business but if your “customers” are gang members posting to social media and by monitoring the sites, SocialMiner can relay the information to the “social media customer care team,” aka police and civil violence protection authorities, a product intended to improve business can also aid in the curbing of gang violence through intervention.

Introducing the Cisco 8845 and 8865: Affordable HD Video for Every Desk

For those who missed it, Cisco recently released two next generation video phones called the 8845 and 8865.  The phones are richer in features than their 8900 and 9900 predecessors, and while nothing has been officially announced, the writing is on the wall that these new endpoints will phase out both the 8900 and 9900 in the very near future. Combine that with last weeks End of Sale announcement for the legacy 7900 series phones, and Cisco’s personal endpoint portfolio will soon consolidate to only the 7800 and 8800 series phones, along with Cisco’s desktop experience endpoints known as the DX series.

The 8845 and 8865 are orderable now and can be added to any Cisco Unified Communications Manager (CUCM) cluster running v8.6.2 and later.  Their value is superior to anything else in Cisco’s endpoint portfolio, with a street price of approximately $300 and $400 respectively.  Both have 720p cameras and 5 inch screens, support Intelligent Proximity and have Bluetooth.  The 8865 adds the ability to use USB headsets and attach up to three expansion modules (sidecars) as well.  Both will support Mobile and Remote access through Cisco Expressway (VPN’less connectivity no matter where you are), providing a secure, seamless experience whether you are in the office or working out of your home.

The 8845 and 8865 communicate natively with Cisco Jabber, 8900/9900 video phones, DX series endpoints, existing TelePresence and Conferencing infrastructure, and support both Business to Business and Consumer to Business video as well.  With the Video Call Back feature being added to WebEx in the very near future, even deeper integration is right around the corner.

If you already have a Cisco Unified Communications platform and are looking to refresh your phones, choosing the Cisco 8845 / 8865 is an economical way to add HD Video Telephony to workspaces where it doesn’t exist today.  If you are looking to replace your telephony platform with something new, this is just one more reason why you should consider selecting Cisco as your vendor of choice.

List pricing and datasheets for both endpoints are below.

CP-8845-K9= / $575 List pricehttp://www.cisco.com/c/en/us/products/collaboration-endpoints/ip-phone-8845/index.html#

CP-8865-K9= / $795 List pricehttp://www.cisco.com/c/en/us/products/collaboration-endpoints/ip-phone-8865/index.html

8845 Charcoal8845 White

NOTE:  The white model won’t be available for a couple of months, but the grey version is orderable now.

If you would like a demonstration of the 8845 or 8865 IP phone (or any Cisco Collaboration endpoint for that matter) please do not hesitate to reach out to the SMP Collaboration Team.

SMP is a Cisco Master Collaboration and Cisco Gold Partner, and we have a state of the art Solutions Center where we can demonstrate the latest and greatest in Cisco technologies in person or remotely.  Please reach out to us to learn more about how we can help you with your IT challenges.  We pride ourselves on enabling our customers so they can keep up with both the speed of business and IT.

Sean Wilson – swilson {at} smp-corp.com

Collaboration by Design

“Without a solid foundation, you’ll have trouble creating anything of value.” – Erika Oppeheimer.


Plan

  • When it comes to the technology, Unified Communications is built on a computer network infrastructure and like a house, a solid foundation that has been well planned is critical to the success.

Improve

  • When planning your UC system, one for one replication of the legacy system may not be the best approach. Legacy system functionality is as it is due to the limitations of the technology and people at the time it was implemented.  Today’s workforce and technology are much more capable and at this inflection point, you have an opportunity to address those pain points experienced in the past.

Build It

  • The migration roadmap to the new system has a great impact on the quality and cost of the project. A phased approach is often necessary due to the size of a project but the transition cost can be reduced and user satisfaction increased if the migration is not drawn out too long. During the migration from one system to the other, two systems are running. This creates two cost points for the business to bear. There will be a point where the cost of the legacy system is so high per user that accelerating to finish the migration will be more cost-effective than continuing to have both in use.

Engage

  • Many users are very content in how they do things now and if you only replicate functions without providing some advantage to the end users, their satisfaction and adoption rate may diminish. User communications on what is coming, why and what is in it for them are effective tools to gain user support. Involve the users, make them part of the process.
  • Training is very important, don’t just drop the technology and run. Provide training in different ways to reach people with different learning styles.

Do It

  • Unified Communications is not just a phone system. It is also the basis of video communications, real-time text messaging, user presence and current availability and all this integrates to create a communications package that is not a set of towered, isolated applications but a homogenous blend that enables group collaboration.

The “Network Effect” and its Impact on Collaboration

A successful collaboration strategy promotes the grouping of applications, services, devices and content into “one” unified architecture to improve business processes and boost productivity. Cisco’s Collaboration portfolio has an end to end solution for businesses of all shapes and sizes. However, an organization will not see the impact of their strategy until the user population adopts the technologies and puts the capabilities to use.

Successful collaboration relies on the “network effect”. I am not referring to network design… or how secure a network is… or how much bandwidth it has… or whether or not Quality of Service has been implemented. I am referring to a concept that the “value” of a product or service increases as more and more people use it. A perfect example of a product falling victim to the “network effect” is the telephone. The more people who own telephones, the more valuable the telephone is to each owner. A user purchasing a telephone may not intend to create value for other users, but they do so regardless.

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