Thierry de Baillon posted a great presentation on going from Social Media to Social Business
From Social Media to Social Business: The Social Continuum
If you go through the slides 25 to 38 you'll realise that Thierry refers to the knowledge gained from listening to customer interactions and conversations as Social Learning. These are conversations that even employees would participate in - helping them create products and services that customers want to experience.
Slide 35 shows the model in this true sense, internal communities and networks that listen, share, co-create and formalize learnings and products.
What would be the Training groups' role in this scenario?
I think trainers an training managers would need to become more and more into internal community managers and helping employees to listen and distill the conversations.
What do you think?