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• How to spot a good social media marketer

  - by fiftyeight

  It's a bit subjective but helpful and on-topic IMO, mayebe should be made community wiki I've been in contact with some guest bloggers lately which are interested in publishing posts on my website's blog, so far I've done a regular weekly blog and had a guy marketing it, but he's too busy to do more work right now. Now I need someone to market these blog posts on social media, the last guy I just got by recommendation from a friend, but now I need to find one myself. What criteria should I check when it comes to social media marketers? Do the number of followers and fans on their accounts and/or the number of votes they get for articles they market mean anything, or is impossible to know if it's spam? That's about the only criterion I could think of so far... Thanx to anyone who helps

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• Social media exchange strategies

  - by Wladimir Ivanov

  Recently I've stumbled upon some [B]facebook/twitter/g+[/B] and other social site [B]tools[/B] which offer [B]like for like[/B]. As I know from personal experimenting following certain people/pages on twitter also gives you followers. What's your opinion on this type of social media exchange (I know the fans/followers you get are only number which couldn't help much with growing your site)? Which of these sites are proven to boost some statistics? Are there other better exchange tactics? Thanks in advance.

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• It's possible to fulfill the social necessity of a human being through a social game in 3D like IMVU?

  - by Totty

  (I'm not advertising nor promoting this game, as it's just an example of my experience and I would like to have your opinion about the matter if possible) I've been started researching "things" about games and I've decided to begin to play IMVU as a friend of mine said it's cool. At first it seemed just another 3d social game, not so cool.. But I've "tried to like" and after 1 day I can say I'm addicted to it! Yes; I will explain better: About the game: You can go in chat-rooms, move to positions. Some positions are like sitting in a sofa, floor, dancing alone or with a partner, kissing and more in this way. In the free version of the game there is no nudity. You can even listen to music, view youtube... The 3d graphics are quite low end, so it's not as real as the paid PC games of today. About my experience: At first I was going with my friend in chat-rooms, they seemed very nice. There were people talking about general stuff, quite like in a real life. Well, I begin to know some girls (yes, virtual girls commanded by a real girl, I hope!). Things happened: Some girls are just crazy, not like in real life, they make out in before even talking; Other girls you can speak a little bit, then they add you to their friend-list. Sometimes they invite to their virtual places. Some girls have really IMVU boyfriends only (but not in reality) and most of them don't even make up in the game, so it's really a level of commitment involved here! But from what my friend told they last for him, at least, about 3 days... Some others have real and IMVU boyfriends that are the same. Until now I haven't find a girl with different boyfriend in the IMVU and reality. Nor multiple boyfriends. There are rooms where the same people find each selves every day and speak about general stuff, relationships and so on... They are nice with you, they "feel" you and show careness. This is what amazes me, they treat you like a real human being and as being their friend in the real world. (of course it's not always like this) There are jealous girls too and competitiveness between females lol, I know you loled! This is kind of social. So today I closed my door in my room and I've played it all day long and guess what, I didn't feel a need to stay with a real person at all. Normally, If I would stay a full day alone I would get quite crazy... So the question is: It's just me that seemed to be able to fulfill my social needs or there is something more? thanks for your precious time for reading my full question,

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• Social is the new search

  - by John Flyn

  before you read my question, I want to let you know that you have the freedom to delete or migrate this question. I know it probably doest not belog here, but I could not find any stackexchange site that I could ask this. ok. So, what does this "social is the new search" mean from a webmaster/dev standpoint? Does it even make sense? Or is is just some marketing BS. I'm trying to wrap my head around this, and it is just not clicking. And hearing the word "social" makes me wanna throwup sometimes. thanks in advance.

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• Building Extensions Using E-Business Suite SDK for Java

  - by Sara Woodhull

  We’ve just released Version 2.0.1 of Oracle E-Business Suite SDK for Java.  This new version has several great enhancements added after I wrote about the first version of the SDK in 2010.  In addition to the AppsDataSource and Java Authentication and Authorization Service (JAAS) features that are in the first version, the Oracle E-Business Suite SDK for Java now provides: Session management APIs, so you can share session information with Oracle E-Business Suite Setup script for UNIX/Linux for AppsDataSource and JAAS on Oracle WebLogic Server APIs for Message Dictionary, User Profiles, and NLS Javadoc for the APIs (included with the patch) Enhanced documentation included with Note 974949.1 These features can be used with either Release 11i or Release 12.  References AppsDataSource, Java Authentication and Authorization Service, and Utilities for Oracle E-Business Suite (Note 974949.1) FAQ for Integration of Oracle E-Business Suite and Oracle Application Development Framework (ADF) Applications (Doc ID 1296491.1) What's new in those references? Note 974949.1 is the place to look for the latest information as we come out with new versions of the SDK.  The patch number changes for each release.  Version 2.0.1 is contained in Patch 13882058, which is for both Release 11i and Release 12.  Note 974949.1 includes the following topics: Applying the latest patch Using Oracle E-Business Suite Data Sources Oracle E-Business Suite Implementation of Java Authentication and Authorization Service (JAAS) Utilities Error loggingSession management  Message Dictionary User profiles Navigation to External Applications Java EE Session Management Tutorial For those of you using the SDK with Oracle ADF, besides some Oracle ADF-specific documentation in Note 974949.1, we also updated the ADF Integration FAQ as well. EBS SDK for Java Use Cases The uses of the Oracle E-Business Suite SDK for Java fall into two general scenarios for integrating external applications with Oracle E-Business Suite: Application sharing a session with Oracle E-Business Suite Independent application (not shared session) With an independent application, the external application accesses Oracle E-Business  Suite data and server-side APIs, but it has a completely separate user interface. The external application may also launch pages from the Oracle E-Business Suite home page, but after the initial launch there is no further communication with the Oracle E-Business Suite user interface. Shared session integration means that the external application uses an Oracle E-Business Suite session (ICX session), shares session context information with Oracle E-Business Suite, and accesses Oracle E-Business Suite data. The external application may also launch pages from the Oracle E-Business Suite home page, or regions or pages from the external application may be embedded as regions within Oracle Application Framework pages. Both shared session applications and independent applications use the AppsDataSource feature of the Oracle E-Business Suite SDK for Java. Independent applications may also use the Java Authentication and Authorization (JAAS) and logging features of the SDK. Applications that are sharing the Oracle E-Business Suite session use the session management feature (instead of the JAAS feature), and they may also use the logging, profiles, and Message Dictionary features of the SDK.  The session management APIs allow you to create, retrieve, validate and cancel an Oracle E-Business Suite session (ICX session) from your external application.  Session information and context can travel back and forth between Oracle E-Business Suite and your application, allowing you to share session context information across applications. Note: Generally you would use the Java Authentication and Authorization (JAAS) feature of the SDK or the session management feature, but not both together. Send us your feedback Since the Oracle E-Business Suite SDK for Java is still pretty new, we’d like to know about who is using it and what you are trying to do with it.  We’d like to get this type of information: customer name and brief use case configuration and technologies (Oracle WebLogic Server or OC4J, plain Java, ADF, SOA Suite, and so on) project status (proof of concept, development, production) any other feedback you have about the SDK You can send me your feedback directly at Sara dot Woodhull at Oracle dot com, or you can leave it in the comments below.  Please keep in mind that we cannot answer support questions, so if you are having specific issues, please log a service request with Oracle Support. Happy coding! Related Articles New Whitepaper: Extending E-Business Suite 12.1.3 using Oracle Application Express To Customize or Not to Customize? New Whitepaper: Upgrading your Customizations to Oracle E-Business Suite Release 12 ATG Live Webcast: Upgrading your EBS 11i Customizations to Release 12

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• The Social Business Thought Leaders - Steve Denning

  - by kellsey.ruppel

  How is the average organization doing? Not very well according to a number of recent books and reports. A few indicators provide quite a gloomy picture: Return on assets and invested capitals dropped to 25% of its value in 1965 in the entire US market (see The Shift Index by John Hagel) Firms are dying faster and faster with the average lifespan of companies listed in the S&P 500 index gone from 67 years in the 1920s to 15 years today (see Creative Disruption by Richard Foster) Employee engagement ratio, a high level indicator of an organization’s health proved to affect performance outcomes, does not exceed on average 20%-30% (see Employee Engagement, Gallup or The Engagement Gap, Towers Perrin) In one of the most enjoyable keynotes of the Social Business Forum 2012, Steve Denning (Author of Radical Management and Independent Management Consultant) explained why this is happening and especially what leaders should do to reverse the worrying trends. In this Social Business Thought Leaders series, we asked Steve to collapse some key suggestions in a 2 minutes video that we strongly recommend. Steve discusses traditional management - that set of principles and practices born in the early 20th century and largely inspired by thinkers such as Frederick Taylor and Henry Ford - as the main responsible for the declining performance of modern organizations. While so many things have changed in the last 100 or so years, most companies are in fact still primarily focused on maximizing profits and efficiency, cutting costs, coordinating individuals top-down through command and control. The issue is, in a knowledge intensive, customer centred, turbulent market like the one we are experiencing, similar concepts are not just alienating employees' passion but also destroying the last source of competitive differentiation left: creativity and the innovative potential. According to Steve Denning, in a phase change from old industrial to a creative, collaborative, knowledge economy, the answer is hidden in a whole new business ecosystem that puts the individual (both the employee and the customer) at the center of the organization. He calls this new paradigm Radical Management and in the video interview he articulates the huge challenges and amazing rewards our enterprises are facing during this inevitable transition.

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• IPv6 in a Small Business

  - by Martyn

  I’ve been tasked to identify a new server and IT equipment for the company I work for (employees <20). I’m looking at getting a SBS 2011 Standard box. My Question is: Apart from ensuring that our router is IPv6 compliant, is there anything else I need to do/investigate to ensure that we won’t have IPv6 related problems in the future? When investigating this I can only find references to DNS Mangers etc. The SBS 2011 box will be used for exchange and remote log in access – it won’t be hosting any websites. Also will VOIP phone systems be affected by IPv6? (We are running a rather old VOIP system, would that need to be updated?

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• Resources related to data-mining and gaming on social networks

  - by darren

  Hi all I'm interested in the problem of patterning mining among players of social networking games. For example detecting cheaters of a game, given a company's user database. So far I have been following the usual recipe for a data mining project: construct a data warehouse that aggregates significant information select a classifier, and train it with a subsectio of records from the warehouse validate classifier with another test set lather, rinse, repeat Surprisingly, I've found very little in this area regarding literature, best practices, etc. I am hoping to crowdsource the information gathering problem here. Specifically what I'm looking for: What classifiers have worked will for this type of pattern mining (it seems highly temporal, users playing games, users receiving rewards, users transferring prizes etc). Are there any highly agreed upon attributes specific to social networking / gaming data? What is a practical amount of information that should be considered? One problem I've run into is data overload, where queries and data cleansing may take days to complete. Related to point above, what hardware resources are required to produce results? I've found it difficult to estimate the amount of computing power I will require for production use. It has become apparent that a white box in the corner does not have enough horse-power for such a project. Are companies generally resorting to cloud solutions? Are they buying clusters? Basically, any resources (theoretical, academic, or practical) about implementing a social networking / gaming pattern-mining program would be very much appreciated. Thanks.

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• 13 Things From the Oracle Social Summit You Should Know

  - by Mike Stiles

  Oracle held its first annual Oracle Social Summit, “The School for the Socially Gifted,” this past week in Las Vegas.  If anyone came to the event uncertain as to why Oracle has such an interest in social, and what its plans for social are, they left with an entirely new vision of where social is headed, and why.For those unable to attend, I was able to keep my MacBook charged just long enough to capture some of the more pertinent takeaways.1. The social enterprise is inevitable.  Social technology is disrupting the hierarchies of big companies.  It’s a revolution in corporate structures, just as it has been in various governments.  It’s not crazy to ask yourself if your CEO is the next Mubarak.  (David Kilpatrick Author of “The Facebook Effect” and founder of the Techonomy Conference) 2. The social enterprise represents collaboration on steroids.  It’s tapping into the power of your people, as opposed to keeping them “in their place.”  3. 1 in every 7 humans on earth is an active Facebook user.  75% have posted a negative comment after a poor customer experience.  The average user will inform 53 people of a bad experience.4. Checking social media is the 2nd biggest use of phones now.  Reading posts from brands is 4th.5. 70% of marketers have little or no understanding of the social conversations happening around their brand.6. Advertising, when done well, is content we care about, preferably informed by those we trust.7. Acquiring low-quality fans through gimmicks, or focusing purely on fan acquisition is a mistake.  And relying purely on organic distribution is a mistake.  (John Yi, Head of Marketing Partnerships – Facebook)8. Using all this newfound data and insight serves to positively affect the customer experience.  It allows organizations to now leverage the investments they’ve made in social up to now.9. Social is not a marketing utopia where everything is free.  It’s pay to play.  The paid component is about driving attention.  10. We are only in the infancy of ad-targeting opportunities in social.  There’s an evolution underway from interest-based targeting to action-based targeting.11. There’s actually very little overlap of the people following you on different social platforms.  Don’t assume it’s the same audience on each.12. People who can create content and who also have an understanding of what drives that content are growing increasingly valuable.13. Oracle Social’s future is enterprise SRM, integrated across marketing, selling, service, HR and every other corner of the organization.And in case you thought those were the only gems to come out of the summit, you may want to keep an eye out for Tuesday’s Social Spotlight, ever so aptly titled “13 More Things from the Oracle Social Summit You Should Know.”

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• Sneak Peak: Social Developer Program at JavaOne

  - by Mike Stiles

  By guest blogger Roland Smart We're just days away from what is gunning to be the most exciting installment of OpenWorld to date, so how about an exciting sneak peak at the very first Social Developer Program? If your first thought is, "What's a social developer?" you're not alone. It’s an emerging term and one we think will gain prominence as social experiences become more prevalent in enterprise applications. For those who keep an eye on the ever-evolving Facebook platform, you'll recall that they recently rebranded their PDC (preferred developer consultant) group as the PMD (preferred marketing developer), signaling the importance of development resources inside the marketing organization to unlock the potential of social. The marketing developer they're referring to could be considered a social developer in a broader context. While it's true social has really blossomed in the marketing context and CMOs are winning more and more technical resources, social is starting to work its way more deeply into the enterprise with the help of developers that work outside marketing. Developers, like the rest of us, have fallen in "like" with social functionality and are starting to imagine how social can transform enterprise applications in the way it has consumer-facing experiences. The thesis of my presentation is that social developers will take many pages from the marketing playbook as they apply social inside the enterprise. To support this argument, lets walk through a range of enterprise applications and explore how consumer-facing social experiences might be interpreted in this context. Here's one example of how a social experience could be integrated into a sales enablement application. As a marketer, I spend a great deal of time collaborating with my sales colleagues, so I have good insight into their working process. While at Involver, we grew our sales team quickly, and it became evident some of our processes broke with scale. For example, we used to have weekly team meetings at which we'd discuss what was working and what wasn't from a messaging perspective. One aspect of these sessions focused on "objections" and "responses," where the salespeople would walk through common objections to purchasing and share appropriate responses. We tried to map each context to best answers and we'd capture these on a wiki page. As our team grew, however, participation at scale just wasn't tenable, and our wiki pages quickly lost their freshness. Imagine giving salespeople a place where they could submit common objections and responses for their colleagues to see, sort, comment on, and vote on. What you'd get is an up-to-date and relevant repository of information. And, if you supported an application like this with a social graph, it would be possible to make good recommendations to individual sales people about the objections they'd likely hear based on vertical, product, region or other graph data. Taking it even further, you could build in a badging/game element to reward those salespeople who participate the most. Both these examples are based on proven models at work inside consumer-facing applications. If you want to learn about how HR, Operations, Product Development and Customer Support can leverage social experiences, you’re welcome to join us at JavaOne or join our Social Developer Community to find some of the presentations after OpenWorld.

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• Social Network Stalking

  - by David Dorf

  Think about this: By reading this blog, you and I are connected. We have this blog and its topics in common, so there's a chance we have other things in common as well. In any relationship there is a degree of trust and influence. If you trust me, at least in terms of particular subjects, then I have some influence over you. If I buy an iPad, then there's an opportunity for me to influence your possible purchase of an over-hyped tablet that you don't really need. So what could a retailer do with this? Retailers that have fans and followers should assume that the friends of those fans and followers are more susceptible to their marketing efforts. If I'm a fan of Apple, then Apple will be more successful marketing to my friends than marketing to random people. Intuitively that makes sense, at least to me. Companies like 33Across and Pursway are already putting this theory into practice, and achieving some interesting results. Jeff Jarvis, who by-the-way is speaking at CrossTalk this year, has been discussing the power of influencers in social networks. In his blog he rails against marketers and says "messages and influence aren't the future of marketing; conversations and relationships are." Valuable messages will be passed on because they are valuable, not because someone has the power to exert influence. True enough, but that won't stop the efforts underway to leverage social networks for more targeted advertising. From a business perspective, this sounds like a goldmine to me; on a personal level, it's a bit creepy.

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• I am looking for a script where users can create groups cms/social interaction site

  - by Paul

  I am trying to find a Content Mangement/social interaction script that requires a person to be a part of a group. Specifically: My daughter is a cheerleader and there are a number of cheer groups she is involved in and also has friends in many others. A lot of them could use some kind of website where they can share information between their team members and coach. The coach being the controller of the group and who can join etc. "Group Leader"? One can only join the group if invited or given a password or some such security. There would be multipel groups or in this case multiple cheer squads who were registered as groups and the cheerleaders a part of their group. The coach or group leader would have control of the group calender and they may have their own calendars and be messaging between them and/or other social interactions. IN a perfect world they could modify their own pages individualy. Communication could go globally or only to the group and a "friends or buddy" system. I think you get the idea. I really like OCportal and what it does and can do but it does not have the group funcitionality I am looking for. Perhaps I am just going to need to see about getting aprogrammer to write an add on for me if ther is nothing like this out there. But if you know of any I would appreciate being pointed in that direction.

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• Small Business Web Site Development - 3 Tips For Getting Business Web Development

  If your want to grow your Small Business, Web Site Development is a crucial ingredient for this new growth going forward. Web development is more than putting words or content on a web page. Today more than 50% of folks looking for products or services use the internet to find what they needs. Here are three important consideration that will help you.

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• How to Use a Free Business Website to Revive Any Ailing Business

  In a world where nothing is free, it is difficult to imagine a free business website as a possibility. The popular dictum has always been 'no free lunch.'

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• Do you guys recommend any business magazine? [closed]

  - by kunjaan

  I want to get a birds eye view of the computing industry, read about company profiles, management decisions, new upcoming software companies, learn more about our industry and about the business aspect of my profession. Do you guys read recommend any good business magazines for me to increase my business acumen?

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• New Executive Q&As on Oracle's Social Services Solution

  - by michael.seback

  According to Calvin Tu, Senior Director Product Management, for Oracle Public Sector, "Government organizations are experiencing unprecedented demand for social services--but many are hampered by..." Read more about the strategy. "They're going to love the ability to automate the prescreening process and eligibility determination, thanks to a natural-language rules engine that..." says John Garrison, Oracle Vice President For CRM Public Sector. Read the rest of the story.

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• Social meet up on Twitter for MEET Windows Azure on June the 7th

  - by shiju

  Get ready to MEET Windows Azure live on June the 7th. The Microsoft Windows Azure team is conducting an online event “Meet Windows Azure” on June 7th 2012 starting at 1 PM PDT. The event will be presented by Scott Guthrie. If you want to watch event  live, you can register here: http://register.meetwindowsazure.com/.   If you are planning to attend the event and want to be social, there is a Social meet up on Twitter event organized by Windows Azure MVP Magnus Martensson MEET Windows Azure Blog Relay: Roger Jennings (@rogerjenn): Social meet up on Twitter for Meet Windows Azure on June 7th Anton Staykov (@astaykov): MEET Windows Azure on June the 7th Patriek van Dorp (@pvandorp): Social Meet Up for ‘MEET Windows Azure’ on June 7th Marcel Meijer (@MarcelMeijer): MEET Windows Azure on June the 7th Nuno Godinho (@NunoGodinho): Social Meet Up for ‘MEET Windows Azure’ on June 7th Shaun Xu (@shaunxu) Let's MEET Windows Azure Maarten Balliauw (@maartenballiauw): Social meet up on Twitter for MEET Windows Azure on June 7th Brent Stineman (@brentcodemonkey): Meet Windows Azure (aka Learn Windows Azure v2) Herve Roggero (@hroggero): Social Meet up on Twitter for Meet Windows Azure on June 7th Paras Doshi (@paras_doshi): Get started on Windows Azure: Attend “Meet Windows Azure” event Online Simran Jindal (@SimranJindal): Meet Windows Azure – an online and in person event, social meetup #MeetAzure (+ Beer for Beer lovers) on June 7th 2012 Magnus Mårtensson (@noopman): Social meet up on Twitter for MEET Windows Azure on June 7th Kris van der Mast (@KvdM): Shiju Varghese (@shijucv) Social meet up on Twitter for MEET Windows Azure on June the 7th I hope to see you online for the social meet event on the 7th. My Twitter user name is @shijucv Call to action: Link to this blog post on your blog and I will update this post to link to you.

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• Three New Videos on Social Development

  - by Bob Rhubart

  By now it should be clear to even the most tenacious Luddite that the social media phenomenon is no mere fad. Those ubiquitous icons for Facebook and Twitter and other social networks are little beacons of disruptive change signalling yet again that the 20th century is over, dude. And that presents an opportunity for software developers with the necessary insight and expertise to tap into and expand social platforms for forward-thinking organizations. If you're a developer and you're interested in exploiting these emerging opportunities you'll want to check out three new videos that focus on software development for social platforms. Developing with Facebook: An Introduction to Social Design James Pearce, Facebook's head of Mobile Developer Relations, provides an overview of the Facebook platform and the underlying APIs that are available to the developer community. Building on the LinkedIn Platform: Content Amplified Adam Trachtenberg, Director of LinkedIn's Developer Network, discusses how you can make it simple for a professional audience to discover and distribute your content on LinkedIn. Emergence of the Social Enterprise Roland Smart, Oracle's VP of Social Marketing, shares Oracle’s vision for the social-enabled enterprise and highlights the role developers will play in the next phase of enterprise development. OTN has also created the Oracle Social Developer Community, a new Facebook page devoted to the promotion of community conversation and resources to support Social Developers. If you're working on a social development project, visit the page and tell us about it.

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• Oracle-AmberPoint Webcast: Learn How Your Business Can Profit from the Combination

  - by jyothi.swaroop

  With the recent acquisition of AmberPoint, Oracle now offers an enhanced end-to-end SOA solution that features runtime governance, business transaction management, and cross-platform management capabilities. Put that solution to work and your business can achieve lower costs of implementation and higher profit. Join Ed Horst, Vice President, Oracle (former CMO of AmberPoint), and Ashish Mohindroo, Senior Director, Product Marketing, Oracle, as they discuss in this live Webcast the customer advantages of the Oracle and AmberPoint combination. Learn how our SOA solutions with AmberPoint capabilities can help you: Achieve more agility and visibility into your business processes Increase control and performance of critical applications Improve performance and reduce IT costs to benefit your bottom line Register for the Live Webcast Event Date: Thursday, May 20, 2010 Time: 10 a.m. PT/1 p.m. ET

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• Business Logic Layer in MVC Application

  - by Subin Jacob

  In my ASP MVC application I decided to add another Business Layer and made the model only to have properties. All other functionality like save to db, get from db is done on this new Business layer. So now the controller will be calling this business layer and model for various operations. Is it a good approach to design like this? I decided not to use model for this purpose because I would need a number of models for different actions. (for eg, one for edit and other for create)

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• What is a business problem?

  - by Juha Untinen

  Can you give an example or two of what a business problem is? I hear this word thrown around a lot, but even after searching, I cannot find a clear answer. Especially when it comes to software development. Are any of these classified as a business problem? Convert invoice from format A to format B Send data from Company A database to Company B database Create a program for time reporting Make the financial software retrieve data faster Generate a weekly data transfer volume statistic Or is a business problem something else?

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• Basic use of Business Rules

  - by shinynewbike

  I have a query on whether the following requirements would need to be designed via Business Rules - this is for a JEE based application where currently this is coded as part of the Business logic. System will create a tax account for every city, county and district combination that imposes tax for only certain cities, counties or districts depending on the taxpayer's business. When the user establishes an account which exists in all subdivisions (i.e. at city or county level), the application must use his tax code and automatically populate all the locations without requiring the user to data enter every location. I assume this would mean a data lookup table from a master table (of tax accounts) and fetch and display all locations. Is there some way in which a Rules Engine can be used to manage these combinations?

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• The Social Business Thought Leaders - John Hagel

  - by kellsey.ruppel

  While many European economies are on the brink of a recession between increasing taxation and mounting loss of jobs and bankruptcy filing rates, there's an understandable risk of losing sight of the deeper forces at play. Yet instead of surrendering to uncertainty and trying to survive in the short term, many organizations are feeling the urge to be better prepared to thrive in these complex times by developing a more articulated long term understanding of both the opportunities / challenges ahead. For example: What long-term economic, technological and societal changes are rolling out? Which foundational dynamics will affect our companies' performance, productivity, competition, and innovative potential in the upcoming decades? How will digital infrastructure change our business landscape? What kind of capabilities will be key to compete in a market shaped by growing turbulence, unpredictability and volatility? Breaking out from a strictly cyclical thinking, studies such as the Shift Index by John Hagel, Co-Chairman of the Center for the Edge at Deloitte & Touche (See Measuring the forces of long-term change - The 2009 Shift Index), depict a worrying performance challenge that affected every industry in the entire US economy over the last 45 years. Amidst a more than doubled competitive intensity of the market, and even with an improved labor productivity, the actual performance of US firms has consistently fallen to 25% of what it was in 1965. Most of this reported value is shifting from institutions and organizations to individuals, whether they are customers or young creative talent. To thrive in the digital economy and reverse declining performance trends, companies will have to fundamentally rethink their management approach by moving from knowledge stocks to knowledge flows, from scalable efficiency to scalable learning, from push organizations to pull organizations. Based on the outcomes of the Shift Index and on the book The Power of Pull, the first episode of the Social Business Thought-Leaders features John Hagel to provide strategic insights on how companies will succeed in the 21st century.

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• Managing Social Relationships for the Enterprise – Part 1

  - by Michael Hylton

  v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} Reggie Bradford, Senior Vice President, Oracle Today, Mark Hurd, President of Oracle, Thomas Kurian, Executive Vice President of Oracle and I discussed the strategic importance of how social media is impacting the enterprise and how it is changing the way customers, prospects employees and investors interact with brands worldwide. Oracle understands that the consumer is in control and as such, brands must evolve and change to meet growing needs. In addition, according to social media thought leader and Analyst from Altimeter Group, Jeremiah Owyang, companies now average 178 corporate-owned social media accounts. When Oracle added leading social marketing, listening analytics and development tools from Vitrue, Collective Intellect and Involver to its Oracle’s Cloud Services Suite we went beyond providing a single set of tools. We developed an entire framework to include a comprehensive social relationship management suite to help companies move beyond the social enterprise and achieve the social-enabled enterprise. The fundamental shift from transaction to engagement means that enterprises need not only a social strategy, but should also ensure that the information and data received from social initiatives flow back to marketing, sales, support and service. Doing so enables companies to deliver a proactive and compelling experience and provides analytics to turn engagement into opportunity – and ultimately that opportunity into revenue. On September 13, 2012, I am delighted to sit down with Jeremiah to further the discussion about how enterprises are addressing social media strategies and managing content. In addition, we will be taking your questions after the webinar via Twitter (@Oracle, @ReggieBradford, @cwfinn, @jowyang). Use #oracle and #socbiz to submit questions and follow the conversation. I look forward to speaking with you and answering your questions online. For more information about becoming a social-enabled enterprise, visit www.oracle.com/social. And don’t miss the insights of other social business thought leaders at www.oracle.com/goto/socialbusiness. Normal 0 false false false false EN-US X-NONE X-NONE /* Style Definitions */ table.MsoNormalTable {mso-style-name:"Table Normal"; mso-tstyle-rowband-size:0; mso-tstyle-colband-size:0; mso-style-noshow:yes; mso-style-priority:99; mso-style-qformat:yes; mso-style-parent:""; mso-padding-alt:0in 5.4pt 0in 5.4pt; mso-para-margin:0in; mso-para-margin-bottom:.0001pt; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Arial","sans-serif"; mso-fareast-font-family:Cambria; mso-fareast-theme-font:minor-latin;}

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• Understanding When Social Interactions Should Be Resolved in Another Channel

  - by Christina McKeon

  Guest Blogger: Aphrodite Brinsmead, Senior Analyst at Ovum Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. They choose to use social media because they are comfortable with the channel and it offers a convenient way to communicate. Ideally agents will resolve questions within social media, but they need guidance as to how and when to escalate interactions to a more private channel. First, businesses should assess the way in which customers are using social media to communicate with them and categorize posts into groups: complaints, feedback, technical queries or more general support questions. They should then consider the types of interactions that can easily be handled within social media and those that need to be followed up in another channel. This will be very dependent on the industry. Examples of queries that can be resolved in social media include Shipping pricing and timeframes Outage updates and resolution plans Flight status information Product stock check Technical support videos or forum posts Availability of facilities Both customers and agents need to be educated about the types of questions they can expect to resolve within social media. As the channel matures as a customer service tool, it needs to have value other than just as a forum for complaints. Social customer service agents need the power to start a web chat or phone call Any questions where customers need to divulge personal details in order to get a resolution will need to be addressed in a private channel: a private social message, web chat, email or phone call. Customers should never disclose their date of birth, social security, credit card number, or healthcare records in a public forum. Flight issues, changes to a booking, billing queries or account updates will all need to be completed via a private interaction. Agents responding to questions on social media need the ability to start a web chat or phone call with the customer. The customer doesn’t want to have to repeat their question and the agent should be empowered to connect customer records and access account or billing information. These agents will need to be trained across different channels and should be able to view all customer communications in one application. They also need to follow up questions that began on a public forum in the initial channel to make it clear that the issue was addressed. In order to make this possible, social media needs to be integrated as part of a broader customer service strategy. Irrespective of how many channels are used to complete an interaction, businesses should prioritize customer satisfaction and issue resolution. They need a clear strategy and trained agents that can handle and respond to social interactions. Follow me on Twitter @diteb. 

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