When Social Media Meets Social Intranet Part 3

Continued from When Social Media Meets Social Intranet Part 2

How Social Intranet Delivers Value
Social Intranet is an intranet where all employees can author content and connect easily. Alternatively, you can think of Social Intranet as an internal social media for organisations.

Like Social Media, Social Intranet can provide many values to the organisation. But, mainly, Social Intranet can provide two main values: (1) A Platform for Internal Collaboration; (2) A Means to Reinforce Purpose and to Facilitate Change.

1. A Platform for Internal Collaboration
Internal Collaboration simply means making work “social.” For example, Vodafone, a telecommunication company, uses Social Intranet to boost productivity of their sales team. Before implementation of Social Intranet, the sales people used to handle difficult customers alone. But thanks to Social Intranet, the sales people can exchange tips and best practices on handling difficult customers.

2. A Means to Reinforce Purpose and to Facilitate Change
Social Intranet can also be used to facilitate change. For example, Farm Bureau Bank (FBB) in the United States, uses Social Intranet to communicate top management vision via internal blogs and discussion forums.

Other than blogs and discussion forums, Social Intranet provides a platform to launch a mock “internal social media” campaign. Yammer, one of twitter-like features, can be part of Social Intranet, and this feature can be used to further break down information silos in the organisation because it is essentially a platform for personal branding – which means employees can build their personal brand as they share knowledge via Yammer.

Social Intranet is pretty much like Social Media. A good Social Intranet has features like social networking, tagging, video repository, blogs, ratings, and wikis.

If your organisation is interested in building a social intranet, I have three products to recommend: (1) Microsoft Sharepoint and Yammer; (2) Jive Software; and (3) Thought Farmer. And if your organisation is an SME and can’t afford to invest in a social intranet, your organisation may want to try a free, cloud-based social intranet named bitrix24.

How Social Business Delivers Value

To recap, Social Media offers two values: (1) An effective platform for PR 2.0; and (2) A Platform to Emotionally Connect with Customers. And Social Intranet offers these values: (1) A Platform for Internal Collaboration; and (2) A Means to Reinforce Purpose and to Facilitate Change.

Consolidating values from Social Media and Social Intranet, we can immediately see values that Social Business can deliver: (1) Capability to deliver exceptional customer experience; (2) Collaborate better to improve productivity or to innovate; and (3) Be a more nimble organisation.

Two real-life examples illustrate the value of Social Business:
First, Samsung. By maintaining an active presence in Social Media and having a great Social Intranet, Samsung creates a service innovation called the smart care – which is a one-stop centre for servicing Samsung products.
Second, Xilinx who like Samsung, has an active presence in Social Media and a great Social Intranet. As a result, Xilinx raise engineers’ productivity by 25%.

Last slide. Three key take-away from this talk: (1) Organisations have to be in Social Media; (2) Social Media has to be supported by Social Intranet; and (3) Transform your organisation to be a Social Business to survive in today’s economy. Values are created, no longer through superior product or service, but through premium experience.

This blog post is part 3 of When Social Media Meets Social Intranet. Here are the links to all blog post:

When Social Media Meets Social Intranet Part 2

Continued from When Social Media Meets Social Intranet Part 1

How Social Media Delivers Value
Social media can deliver many values to organisations. But the two main values are: (1) An effective platform for PR 2.0; (2) A platform to emotionally connect with the customers.

I’m sure you can agree with me that capability to effectively use social media is no longer a choice, because today’s customers are the most difficult customers ever! Today’s customers are citizen journalists – which means customers can voice out their displeasure through social media like blog posts, Facebook posts, or Twitter.

How many of you have heard of a gentleman by the name of Jeff Jarvis? He is a prominent tech blogger who in 2005, wrote a blog post titled: “Dell lies. Dell Sucks.” In the blog post, Jarvis ranted about how poor Dell customer service was, and the blog post attracted over 100 “Me Too” comments. Imagine a simple blog post gets multiplied 100 times.

The Need for Social Media Policy
The first step to ensure that social media delivers value, is to put social media policies in place. The right policies can help to protect the organisation’s reputation from misuse of the social media by the employee.

Let me give you two examples. First, Ashley Payne – a school teacher in the US – was sacked by the school because she posted a photo of herself drinking alcohol in her Facebook. Ashley Payne sued the school for unfair dismissal.

Second, in Singapore context, Straits Times was in hot water recently because a disgruntled employee tweeted profanity using their corporate Twitter account. Regardless of your opinion about the two cases, you don’t want a lawsuit filed against your organisation or your employees abuse the corporate social media account.

Creating social media policy is fast becoming a necessity for organisations. According to research, 47% of Facebook walls contain profanity, but should employers give a darn?

Yes! Absolutely. Because a simple social media policy is often sufficient to prevent the misuse of corporate social media account. Take for example: Ford who came out with a simple social media policy that says: “Play Nice, Be Honest.” But my favorite is Oracle’s social media policy that says: “Employees must establish that all opinions are their own and not Oracle’s, but at the same time, distinguish that they are indeed employees of Oracle.” It’s my favorite because it covers all angle, Singapore’s style.

Let’s return to how social media delivers value.

1. An Effective Platform for PR 2.0
Social media is an effective platform for PR 2.0. Facebook can be used to serve as the corporate magazine to update customers on the latest happenings in the organisation like what Zappos did on their corporate Facebook. Twitter can be used as a broadcasting tool to update customers on the latest products / promotions like what Starbucks did on their corporate Twitter. And Youtube can be used to serve as a repository for corporate videos to convince customers that the product/service is indeed the best out there, just like what Popeye Chicken did on their youtube account.

Furthermore, social media can be used as a means to showcase social proof. For example, Sony used Pinterest as a digital brochure that can showcase the number of likes that a product/service received. The number of likes is a social proof that some customers out there like the product/service.

2. A Platform to Emotionally Connect with the Customers
Social media can also be used as a platform to emotionally connect with the customers. What do I mean by connecting emotionally? A product/service is more than just what it is. A product/service means a tool to improve the standard of living of your customers, i.e. a way to make them happy. Connecting emotionally means highlighting the story behind a product/service, on how a product/service makes the customer happy.

Here are two stories to highlight this point: (1) University of Phoenix tells stories in Youtube about how online degrees improve the standard of living of their students; (2) Tom Shoes tells stories, using a corporate blog, about how the company helps disadvantaged children, in developing world, who have no shoes.

But no matter how well-crafted the social media policy is, and how good the creative content is, social media can still backfires as what McDonald and Nestle found out recently. McDonald’s Twitter campaign to collect positive stories backfires when it was swarmed by negative stories about McDonald’s product. While Nestle’s Facebook campaign backfires when a group of environmentalists posted modified logo of Nestle’s products. It got worse when Nestle staff tried to stop them from doing so.

So what can we do to prevent a social media campaign to turn against what it is intended to be?

Well, first things first, the organisation has to let go of control. There is no method or procedure that can 100% guarantee the success of a social media campaign. The next best thing your organisation can do is to use more of its internal knowledge (i.e. collective intelligence).

Let’s go back on McDonald and Nestle’s case. McDonald could have done better if they test their assumption internally, by conducting a mock internal campaign for example. While Nestle could have done better by testing the replies internally before posting them on their Facebook page. Nestle is so big – some of its staff could be environmentalists and could craft a better response.

So the use of Social Media has to be supported by Social Intranet, because Social Intranet provides a safe haven for testing ideas/assumptions within the organisation. But what is Social Intranet, really? Let’s discuss it in the next blog post.

This blog post is part 2 of When Social Media Meets Social Intranet. Here are the links to all blog post:

When Social Media Meets Social Intranet Part I

I had fun giving a talk, titled When Social Media Meets Social Intranet, on 22 November 2012, at Max Atria, Expo, Singapore. The talk was part of Fuji Xerox Empowers 2012.

Here is the video:

When Social Media Meets Social Intranet from Roan Yong on Vimeo.

And here is the slides of my talk:

In addition to slides and video, I also provide the script below – so that you can have a preview of the content before you watch the video and can have an accompanying text while going through the slides. Happy reading!

Many organisations failed to make use of social media as a competitive strategy. For example: Goldman Sachs, a leader in banking industry, failed to make their corporate Facebook page thrive. Goldman Sachs’ Facebook page is devoid of any activity just like a ghost-town.

So too, SMRT, a leader in transportation industry in Singapore. SMRT, when they first started their corporate twitter account in 2011, put this statement: “We’re here, 9am – 6pm, Mon – Fri (Excluding public holiday)”. A statement which doesn’t suit the 24/7 nature of social media and reflect badly on SMRT’s capability to effectively use social media.

Organisations have to learn how to effectively use social media because millions of people are in the social media now. And the number keeps on growing day by day. Furthermore, according to research, 50% of web sales is going to occur by 2015 – less than three years from now.

But to effectively use social media, organisations need to also build a supporting infrastructure, i.e. social intranet, so that organisations can transform themselves to be a social business.

So what is a social business?

According to IBM, social business is a business that embraces networks of people to create business value. Networks of people are referring to employees, customers, and partners. This definition obviously makes sense because, employees and partners are actually internal customers! It’s impossible to make your customers happy while neglecting your internal customers at the same time.

To understand how social business deliver value for organisations, let’s look at its two components: Social Media and Social Intranet. Let’s first zoom-in to social media in the next blog post.

This blog post is part 1 of When Social Media Meets Social Intranet. Here are the links to all blog post:

Singtel’s Transformation And How to Make It Happen (An Outsider’s Perspective)

Singtel's bid to become more Silicon Valley, less Singapore Inc

A Snapshot of The Business Times, 16 April 2012.

What’s up Singtel? After a study trip to Silicon Valley, the company reshuffled its senior management team and the CEO, Chua Sock Koong, said that the kind of talent that they would recruit into Digital Life were people from media, internet space and digital space.

Wow! Can a single study trip change the mindset of the senior management? In Singtel’s case, it seems to be. I’m happy for Singtel, not because I’m their loyal customer for the past five years, but because I think they are moving in the right direction for two reasons.

First, Singtel understands that, to be successful in today’s economy, they have to bring-in talents with skills in social media / PR. It is folly to think that customers (employees included) will keep their opinions, on new ideas and on service dissatisfaction, to themselves -  when they are highly educated and armed with social media and mobile gadgets. Today’s economy is about co-creation. And Singtel gets that.

Second, Ms. Chua’s philosophy on innovation. She has definitely hit the right tune by looking wide at the whole business ecosystem, to come up with innovative adjacent product / services like AMPed and skoob. This perspective on innovation is advocated by Ron Adner in his book, The Wide Lens: A New Strategy for Innovation.

Don’t get overly excited, however, by the senior management’s good intention to make change happen. They may not succeed because of – you guess it – the middle management’s resistance to change.

To deal with middle management’s resistance and to increase its chances in changing mindset of their people, Singtel has to do two things well.

1. Promote the right people, i.e. people who share the senior management’s views and are able to translate their vision into day-to-day actions, and convince everyone that the change is the right thing to do via dialogue and focus group conversations.

2. Adopt social organisation model. Singtel has taken a huge first step in being a social organisation. It has Expresso – Singtel’s internal Facebook, and blogging and sharing platform.

Expresso is certainly a laudable effort in stimulating quality conversations among employees and cultivating internal communities.But, to make it work, Singtel has to think about social intranet strategy, i.e. how to have user-generated contents, how to store/retrieve contents easily, and how to maintain the quality of contents in the intranet.

Social intranet strategy has to be accompanied by social media strategy. To strengthen its social media effort, Singtel have to think about connecting with customers via online conversation – especially in Twitter, because Twitter is the king when comes to real-time digital conversation and tracking the reach of the conversation / measuring online influence.

Singtel got to act fast, because Starhub has been tweeting for awhile now!

Singtel's Twitter account (as of 22 April 2012)

Singtel's Twitter account (as of 22 April 2012)

Starhub's Twitter account (As of 22 April 2012)

Starhub's Twitter account (as of 22 April 2012)

When the proposed transformation is completed, I believe Singtel would become a more customer centric organisation than it has ever been and a truly exciting multi-national company.

Thoughts? Agree / Disagree?

Greg Smith, The Secret of Viral, And The Chamber of Engagement

This article was published in Social Media Today on 18 March 2012 by the same author.

Check this out: Greg Smith, a vice president in Goldman Sach, posted the reason for quitting his job in the New York Times. And said that his former boss was at fault for the deteriorating corporate culture. Goldman, he said, cares more about profit than its customers.

Greg Smith stories went viral on the internet. And scores of career consultant throw their hat into the ring by offering opinions on career management. Did Greg Smith commit a career suicide? You bet. Whatever Greg Smith does in the future, it won’t be related to the banking industry. His banking career is over!

I totally agree with Amber Mac, a respectable career consultant, on why you and I shouldn’t follow Greg Smith’s example. Like Amber Mac said in the article, you should quit your job gracefully when you know it is over. And one way to do so, is to keep your (negative) opinion about the job to yourself. Just because you want to quit, it doesn’t mean you have to burn the bridge.

Since this blog isn’t about career management, I’d like to offer social business’ perspective to Greg Smith’s story. There are two thought bubbles that pop up in my head when I read the story: (1) Why did Greg Smith’s story go viral? What’s the secret sauce of viral stories?; (2) What should be the platform for real conversations between management and rank-and-file staff?

The Secret Sauce of Viral Stories

Greg Smith’s story is by no means unique. Watch the above video clip. And you would see another man, Joey DeFrancesco, who also quit his job publicly. And like Smith’s story, his story went viral in the internet. This begs the question: Why the seemingly ordinary stories of people lives can go viral?

The main reason is empathy. We can empathise with both stories because of the bigger picture. DeFrancesco quits because the unfair treatment that hotel employees usually receive. He becomes the voice of all hotel employees who silently suffers from the gross mistreatment. While Smith quits because the deteriorating corporate culture in Wall Street (read: greed).

Those reasons appeal to many people. And because we can relate to Smith’s story and DeFrancesco’s story, we feel the urge to like or to forward the story to our friend, colleagues, or family members. That’s how the story went viral.

So the secret sauce of viral story is the emotional hooks that the story has. Can you position the story to appeal to many people? Can you make people feel emotional through your story? If you can do that, then there is a high chance that your story will go viral.

Social Intranet is The Right Chamber for Employee Engagement

Greg Smith and Joey DeFrancesco wouldn’t be folk heroes if what they say doesn’t make any sense. Organisations need to do more about employee engagement than just conducting the infamous corporate climate survey.

It is unfortunate that Smith and DeFrancesco used the wrong media to tell their story. In the age of social intranet and social organisation, they could have expressed their displeasure within the corporate walls, i.e. via internal blogs, discussion forum or video repositories.

If they are brave enough to tell their opinion in social media, then surely they are brave enough to share it with all their colleagues. The management could then conduct closed-door honest conversation with the relevant people.

No matter how bitter they are, Smith and DeFrancesco should have given the management a chance to tell their side of the story. By going public, they are killing off the opportunity to do real dialogue between them and the management. The social intranet, not the social media, is the right chamber for engagement and conversation.

Arguably, a real dialogue is only made possible if the management doesn’t punish people for expressing their opinion in the social intranet. But at the very least – you, I, and other rank-and-file staff, should extend our hand and give the management an opportunity to prove that they care about employee satisfaction.

When all else fails, look for another job! Discreetly of course.

Comments? Do you agree with me?

How Google+ and Twitter Whack Facebook in the Nym Wars (Or The Case for Established Pseudonyms)

This post was published on Social Media Today.

Finally! In a stunning reversal, Google listens to the internet crowd and allows the use of established pseudonym in its Google plus real-name policy. By doing so, Google follows the footstep of Twitter – who is a long time supporter of pseudonym.

Of course, allowing the use of established pseudonym also means Google and Twitter are whacking Facebook in the nym wars. Unlike Google, Facebook stubbornly cling onto its draconian real name policy. Such tyrant attitude can make Facebook the loser in the nym wars.

The Nym Wars

Nym wars (#nymwars) involve not only the major web 2.0 players, i.e. Facebook, Twitter, and Google, but also people who needs to manage online engagement platforms (i.e. discussion forums, blogs, webinars, Twitter townhall, etc). Yep, we (KM-ers) are in it.

At the heart of the nym wars, is the dilemma on whether people should be allowed to be anonymous or to use pseudonym/moniker (fake name), or should be forced to use their real name.

On one hand, you want to promote freedom of speech/expression or even to promote a free flow of ideas. On the other hand, you want to promote accountability so that people can give a more thoughtful and constructive feedback – instead of any feedback.

Of course, the million-dollar question here is: whose side you’re on? I used to be a staunch supporter of real-name camp. But not anymore. I’m leaning on the dark side, i.e. anonymous/pseudonym. Though I support a variant of the dark side, called persistent (established) pseudonym - not the real dark side, i.e. a complete anynomity.

Here is why.

The Issues With Using Real Name

The champions of the use of real name are China (the usual suspect) and Facebook (shocking?). Enforcing its real name policy, Facebook disabled Salman Rushdie’s account. Thankfully, Rushdie fought back and won. Others like Wael Ghonim (the face behind Egypt’s Arab Spring), and a chinese dissident Zhao Jing (a.k.a. Michael Anti) are not so lucky – their Facebook account is disabled.

I like the idea of using real names. Partly because, by using real names, people are held accountable for whatever they say. Thus, eliminating the negative side of anonymity: disparaging, irrelevant comments.

However, people may be afraid to speak their mind or opt to sugar-coat every words that they say. In other words, ideas can get stiffled.

The problem with real names doesn’t stop here. Another problem is the complicated nature of our identities. This best illustrated using Lady Gaga example. Lady Gaga is a stage name – not a real name. But the woman prefers to called as lady gaga. The whole world knows her as lady gaga. Could we then insist: “kindly use your real name”?

The Trouble With Being Anonymous / Using Pseudonym

The anonymous / pseudonym camp is championed by civil rights groups like EFF. They argued that anonymity is required to allow people to freely share their ideas without fear of being reprimanded.

I don’t completely buy this argument. I don’t agree with it because total anonymity also means anarchy. People can give disparaging comment, irrelevant comment, or personal attacks, without any implication. It’s like getting away with murder.

In fact, I believe anonymity encourages spams and trolls more than constructive feedbacks. Look at what happened to REACH portal (Singapore government feedback portal). It is full of rubbish, angry comments! (here is an example).

How Persistent / Established Pseudonym Wins the Nym Wars

Liz Gannes in her All Things Digital article argued brilliantly that the gist of the nym wars is about having unified online identity – which would allow Facebook or Google to analyse our web footprints more accurately across multiple platforms. But Gannes’ article doesn’t fully explain how unified online identity is the key to win the nym wars.

Well, thank God Mathew Ingram plug the gaps in Gannes’ article. In his GigaOm article, Ingram explained that unified online identity, or established pseudonym, allows people to protect their privacy and build reputation at the same time. And when reputation is attached to a pseudonym, people can establish an online identity (distinct from their real name), attract like-minded folks, and build communities around common interests.

This is the reason why Google+’s revised real name policy is a wonderful policy. It is now flexible enough to accommodate established pseudonym. Furthermore, to gain access to myriad of Google tools, you need to have a unified Google identity. So Google is subtlely promoting the use of established pseudonym (yes it is a sneaky but superb move).

Another policy that I like is that of Twitter. Twitter has no real name policy – but acknowledges people for using their real name. And like Mathew Ingram pointed out, Twitter doesn’t need such policy. Pseudonym in Twitter is heavily attached to reputation. To gain reputation/credibility in Twitter, people need to stick with their chosen pseudonym.

I believe established pseudonym is going to be the new norm. And whoever allows the use of it will win the heart and soul of the digital natives.

Randi Zuckenberg, are you listening?

In Defense of Facebook Timeline: 5 User Adoption Lessons

Facebook Timeline is awesome! That’s the first thing that runs through my mind when I tried the new feature in Facebook. Essentially, Facebook Timeline is a beautiful storytelling tool that helps you to lay-out milestones in your life. Isn’t this cool?

Oh wait, perhaps Facebook Timeline is not so cool when you have dirty little secrets. You know, stuff that you don’t want people to know (read: private stuff, e.g. partying hard, getting drunk).

But then again, you shouldn’t let people to be your Facebook friends if you don’t want them to know about your life. Better still, don’t post anything stupid in your Facebook – especially if your boss is your Facebook friend (*silent panic*).

If you are still concerned about your privacy, then consider these options: “un-friend” people you don’t trust, or adjust your Facebook privacy settings. It’s that simple. You have complete control over what to share on Facebook.

I don’t understand why a lot of people aren’t happy about Facebook Timeline. Yes, Facebook forced it down our throat and gave us only seven days prior notice to do some profile clean up. This is a rather insignificant inconvenience, considering Facebook Timeline is a vast improvement to the current Facebook profile.

5 Things Facebook Can Teach You About User Adoption

The truth is people want to maintain status quo as much as possible. In physics, this is called inertia. In business, this is called “if it ain’t broke, don’t fix it” mentality. In intranet / technology lingo, this is called user-adoption challenge.

Many times in our daily course of work, you and I (KM-ers) have to deal with user-adoption issues. We usually face it when we are introducing new features, or new collaborative tools in the social intranet.

We can definitely learn from Facebook. I really like how Facebook roll out its Timeline. Despite what the critics say, I think Facebook has a sound understanding on how people behave.

Here are five takeaways from the roll-out of Facebook Timeline:

1. Leave them no choice but to adopt the new feature. Are you thinking to persuade your way to get people to adopt the new feature? (*cynical smile*) Let’s get real. There is no way you can get 100% user adoption using persuasion alone. Even the best demagogue in the world, Barrack Obama, can’t get all Americans to agree with him.

2. Explain what the new feature is using one-liner and creative contents, e.g. video, visual illustration. Check out Facebook Timeline page. Facebook describes Timeline in one simple sentence: Tell your life story with a new kind of profile. And Facebook illustrates Timeline using great videos and visuals. Neat!

3. Use Social Proof. At the bottom of Facebook Timeline page, you can see how many of your friends are using the new feature. Nothing is more persuasive than “peer pressure”.

4. Make the transition easy. To use Facebook Timeline, you only need to click Get Timeline button. In one click, you can instantly see the preview of your Timeline page. You can then fine-tune further and publish your page.

5. Give “opt-out” function to hide (sensitive) information.You can’t not force people to share information that they don’t want to reveal. People will resist fiercely to protect their information. So provide an “opt-out” function so that people can choose not to share (sensitive) information. See how Facebook does it.

Thoughts? Do you like Facebook’s user adoption method? 

Further Readings:

DailyMuse. (2 Feb 2012). Just Friends? What to Consider Before Befriending Your Boss. Forbes.

Winter, L. (27 Jan 2012). Facebook Timeline: what’s the fuss about?. The Telegraph.

Kristo, K. (23 Jun 2010). 6 Things You Should Never Reveal on Facebook. CBSNews.

Desmarais, C. (29 Jan 2012). Facebook Timeline Looms: What You Need to Know. PC World.

Social Media for Old Folks? Why Not! Here Is A Case Study

I have been told that social media isn’t for old folks. So any programme that targets senior citizens, shouldn’t use social media – but should only use the traditional media, i.e. brochures, pamphlets, tv commercials.

Well, I disagree. While the senior citizens may not be savvy in using social media, their children and grandchildren are. Senior citizens can benefit from reverse mentoring and pick up the required social media skills from their younger relatives. And, by doing so, the senior citizens have opportunity to connect and bond with their family members.

Using “Live Well, Age Well” programme as a case study, I’ll describe how social media can benefit programmes targeting the senior citizens.

According to the Council for Third Age (C3A), Live Well, Age Well means wellness in six dimensions: intellectual, physical, social, emotional, vocational, and spiritual. The breadth of Live Well, Age Well programmes necessitates cultivating strong communities of interest and organising engaging events like Active Ageing Carnival.

Using social media, C3A can strengthen these communities, can enrich the senior citizens’ experience and can provide better engagement and motivation in its programmes.

The rising trend of social media usage among American senior citizens, gives reason to believe that more Singaporean senior citizens are using social media. Like USA, Singapore has high internet penetration rate.  Social media provides a new opportunity for C3A, to motivate and engage Singaporean senior citizens.

Getting the senior citizens to learn social media can be challenging. However, this challenge is also an opportunity to improve the senior citizens’ intellectual wellness, since they need to learn a new skill, i.e. social media skill. Furthermore, social media can boost motivation and engagement level in C3A’s Live well, Age well programmes, because:

1. Social media connects the seniors’ activity with that of their family and friends.
The seniors’ participation in C3A programmes becomes visible to their family and friends. When their family and friends “follow” their activities, the seniors become more engaged and motivated to participate in the programmes. In addition, the seniors can keep track of their family and friends’ life and vice-versa – which means, social media can boost the seniors’ social wellness.

2. Social media captures stories and promotes knowledge sharing.
Senior citizens love to tell stories and to share knowledge about their passion or life experience. Social media is the perfect medium to capture these stories / knowledge and to distribute them in the seniors’ social network (family and friends). This provides a new channel for the senior citizen to express their feelings and thoughts – which can boost their emotional wellness, as well as their vocational wellness.

3. Social media provides space for conversation and community-building.
In Social Media, the senior citizens can converse and connect with like-minded peers, whenever it is convenient for them to do so. This extends the peer-support network, so that the seniors can continue to encourage each other through online space. Providing an online space to converse, connect and cultivate communities of interest, could translate to a better spiritual, physical, and vocational wellness.

In short, social media can be used to supplement the C3A’s Live well, Age well programmes so that the senior citizens have higher motivation and engagement. Through social media, they can receive morale support from their family and friends, can capture stories and share knowledge, and can participate online in community of interest discussion.

I hope C3A can seriously consider social media as an additional means to get involvement from the senior citizens’ family members. Thoughts?