These reports review the adoption and implications of Web 2.0 technologies for business: Wikis, Blogs, Forums and social networking services. These capabilities were initiated by a focus on consumer users and are now being explored for business users and applications as a method to document corporate memory and as a method to strengthen the business-customer relationship.
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Written by Peter Brockmann
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In business, [[blogs]], or the more formal ‘weblogs’ are websites offering regular entries of commentary, descriptions of events, or other material such as graphics or video by one or more authors. Entries are commonly displayed in reverse-chronological order, and often include links to other sites. Comments from readers are usually encouraged, although the high incidence of comment spam have tightened up the minimum identification standards such that some login mechanism or CAPTCHA is required which the automated spambots can’t or won’t work around.
The nature and practices forming around blogs are discussed and supported with original research on the comparison of large companies (defined as greater than 1,000 employees) adoption and drivers as compared to others. The Web 2.0 panel, whose insights are captured in this report, involve the views and consumption habits of 357 business users participating in a recent Brockmann & Company survey.
Blogs are here to stay because they facilitate communications and enable lesser voices participate in a global discourse on a topic of commercial interest to the sponsoring firm.
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Written by Peter Brockmann
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 Wiki is a Hawaiian word for ‘fast’ and was first deployed as a user-contributed and user-edited collection of articles in 1995 by Howard Cunningham. The best-known wiki today is wikipedia.org which today boasts 12 million articles, publishes in 262 languages and receives between 25,000 and 60,000 page requests per second.
Within an enterprise, the wiki typically forms the basis for knowledge-sharing, collegial editing and project development. In business, wikis are often not meant to be particularly expansive in breadth, but instead provide the single point of time-shifting contribution complete with audit trails and permissions. They are a productivity and process quality aid since users can find things faster and can participate more fully in the 'way the company operates.'
This report reviews the practices of large companies (with more than 1,000 employees) comparing those that use wikis with those that don't and with other, smaller organizations. There is a solid link between the use of wikis for employees, partners and or customers to higher business performance.
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 Forums originated as electronic bulletin boards for members to discuss topics but in the past decade, they have been proven useful inself-serve problem-solving environments where users can both search forand as experts or moderators provide answers to technical problems. In small companies, however only 10% of organizations have deployed forums for customers and or partners, yet that is expected to grow significantly in 2009 as organizations transform the cost of their support structures. More users in small companies consume forum posts than in large companies, so they are well aware of the potential of the software and service.
Small organizations that operate forums also have higher customer satisfaction, higher employee satisfaction and higher market share than small firms that do not.
Small companies are defined by Brockmann & Company as those organizations with less than 100 employees.
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Forums are internet message boards, where authenticated members can discuss a topic by posting messages and responses in a common thread typically moderated by professional moderators. In business, forums are typically used in customer service applications allowing customers to search for solutions to problems or bugs, or request answers.
Key Findings:
- Large Companies with forums for the public, customers, or employees have 31% higher customer satisfaction than those who don’t
- 2x more large companies have a forum for customers and/or partners than others
- 38% of large companies reported having forums already in place for employees, compared to 15% of others
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Written by Peter Brockmann
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 Corporate memory used to reside only in the volatile memory of long service employees since only famous and infamous companies had their corporate histories committed in book form.
Nowadays, the emergence of databases and powerful scripting languages such as PhP have led to the transformation of the humble electronic bulletin board into a class of web application called wikis, blogs and forums (WBF). The pervasive adoption of these web 2.0 applications for business leads to a new form of corporate memory, which greatly improves the productivity of new employees, transfer employees or new managers.
This 20-page, 6,032 word report contains 36 graphs or screenshots detailing the adoption, drivers, priority features and expectations for WBF application in businesses of all sizes. Over 350 participants define the parameters of the Web 2.0 Panel.
Other key findings:
- WBF applications are a regular part of keeping informed: users consumed an average of 7.7 forum, 7.3 wiki and 6.4 blog posts last month
- Adoption of WBF applications for customers and partners will grow 60-130% in the next 12 months
- Improving communications is the top driver for WBF application adoption
- Easily searchable content is the most important feature for wikis and forums, while relevant content is the top feature for blogs
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