Social (Software) Engagement Profiler (SEP)

Social (Software) Engagement Profiler (SEP)

The aim: higher sophistication in the use of Enterprise Social Software (ESS)

How can we assess the “ideal” use of social software for an individual? People in companies have different roles and there are certain tasks attached to these roles. This means that there cannot be one ideal profile (for ESS use) but that different roles require different profiles. The “ideal profile” is thus likely to be different for a manager compared to, let’s say, a member of the customer service team.

But how can we analyse the way in which an individual uses the ESS? And in a next step, how can we define “ideal” usage profiles for specific functional roles?

The Social (Software) Engagement Profiler (SEP) is a tool that helps with the analysis of the individual use of ESS. The tool presents itself in the form of a cockpit where users can see their personal “engagement indices” for their selected communities for a chosen period of time (cf. Figure 1).

Social Engagement Profiler
Figure 1: Cockpit of the “Social (Software) Engagement Profiler” (SEP)

The engagement level is measured in the form of different “indices”. Examples for indices are “informant”, “respondent”, “task assigner”, “task actioner” or “info keeper”. The index is calculated based on logfile events. The logfile events of the ESS are classified into different categories, e.g. status post, status response, blog post, blog response, forum post, forum response, activity assigned, activity received, activity completed, etc. A person who scores high in the “respondent” section has invoked a high number of logfile events that count for this index (e.g. status response, blog response, forum response, file comment, ideation response). The index (the value shown in the coloured bar) reflects the ratio between the person whose profile is shown and the individual that has scored the highest number of events in this category. The values below the bar show the number of personal events in comparison of total events in the selected communities.

The Social Software Engagement Profile (SEP) can be used in HR measures in order to assess, discuss and develop the social software proficiency of a person. Firstly, it is meant to draw attention to different types of behaviours in social media, e.g. if someone takes a more active roles as an author or tends to only read (lurker) or not use the system at all (non-user). Secondly, it can help to analyse the match between assigned company roles and performed activity in the ESS. Different roles require different indices. A manager, for example, would not usually be the task actioner but should score high as an informant.