Social Customer Learning Model

Social Customer Learning (SCL) Model can be used to evaluate the major characteristics of existing social media approaches in the customer interface of innovation. The model can serve as the basis for building a roadmap of social media adoption: all four dimensions are potential directions for extending current approaches and for planning the adoption of social media in reasonably small, manageable steps, using the described levels as a guideline (see below the model).

You can try out the model by:
1. Replacing My Company with the name of your own company/organization
2. Evaluating how information rich feedback can be delivered by the social media channel under consideration (on a 1-5 scale)
3. Evaluating how immediate feedback can be received and given via the social media channel under consideration (on a 1-5 scale)
4. Evaluating the level of interaction that will take place on the social media channel under consideration (on a 1-5 scale)
5. Evaluating how many stakeholder groups will participate in communication in the social media channel under consideration (on a 1-5 scale). 1= one stakeholder group (e.g. customer), 2 = two stakeholder groups (e.g. customer and end-user), 3 = three stakeholder groups (e.g. customer, end-user, supplier/contractor), See below the model more detailed description of the levels

Description of the levels
Definitions of the Dimensions the SCL Model

For more detailed description of the model consult the following dissertation Social Media in Business-to-Business Companies’ Innovation, available from: http://URN.fi/URN:ISBN:978-952-15-3621-2

-Jari Jussila