Social media changes on industry radar

September 10, 2012

Facebook ruling puts social media changes on industry agenda
The Australian customer service industry will discuss the mooted changes to social media governance at the Customer Voice Leadership Forum in Sydney later this month. More than 150 delegates are expected to attend the session, which will be used to help develop industry recommendations for dealing with increasing customer interaction via platforms such as Facebook and Twitter. The Customer Voice Leadership Forum is the largest annual customer service gathering in Australia. The event attracts representatives from some of the largest companies in the world and this year is being held at Darling Harbour on September 26. The push for industry discussion comes following the Advertising Standards Bureau’s determination that advertisers were responsible for comments posted on company Facebook pages. Companies will now have to remove derogatory, misleading or otherwise offensive posts within a 24-hour-period or risk penalties. Forum delegate Brett Feldon, Chief Technology Officer – Speech Solutions, Salmat, said the  determination meant companies would need to rethink their current approach. “We’re at a very important juncture right now. As an industry we need to shift business thinking on social media from great opportunity to significant business responsibility,” Mr Feldon said. “Social media is a critical part of the marketing and customer service mix – as an industry we need to come up with strategies that are able to make the most of this medium for Australian businesses. The Forum will play an important role in shaping that discussion.

Intech Credit Union partners with AIIA
Australia’s peak ICT industry representative body, the AIIA, has announced Intech Credit Union, incorporating Telstra Credit Union, has become its latest member. AIIA CEO, Suzanne Campbell, said “I … see it as a great opportunity for our members and their employees to partner with an organisation like Intech Credit Union, which understands, supports and is dedicated to our industry. It supports our priorities to:

  • Grow and Develop the ICT Industry
  • Drive the Digital Economy
  • Build Industry Capability

Ms Campbell said, “We represent over 400 member organisations nationally, including global brands such as CSC, EMC, Google, HP, IBM, Microsoft and Oracle; international companies including Telstra; national companies including Data#3, SMS Management & Technology and Oakton Limited; and a large number of ICT SMEs.” Intech Credit Union CEO, Andrew Mason, said “We are proud to be the only banking institution dedicated to the ICT sector and we are proud to be the only banking institution which is a member of the AIIA. The AIIA is a natural fit for us. We were originally the IBM Credit Union and Telstra Credit Union before they merged in 2005, and we have since extended our reach to the rest of the Australian ICT sector. We understand and know we are a banking institution. But in real terms, we think of ourselves as an ICT organisation that provides banking and financial services to the ICT sector. We love that differentiator and our customers love that too. We are talking to a number of ICT employers about how we can help their employees, and overwhelmingly, the response is positive that there is a banking institution dedicated to supporting the ICT industry.” Mason will be a guest panellist at the upcoming AIIA event, Financial Services: “How to break into a bank”, to be held in Sydney on Friday, 21 September. Content and registration details of the event can be found at

OBT snatches MAPA 2012 Microsoft Partner of the Year Award for SaaS hosting
OBT, Australian private cloud services provider has won the MAPA 2012 Microsoft Partner of the Year Award for Software as a Service (SaaS) Hosting. The company was chosen out of a national field of top Microsoft Partners for delivering market-leading customer solutions built on the Microsoft platform. Shane Muller, Managing Director, OBT said, “We are truly thrilled to win this award for the second year in a row. Everyone in the company is excited to have received such recognition from Microsoft.  The award confirms to us the value of the technologies, solutions and cloud services such as Hosted Lync that we are bringing to the marketplace.” Awards were presented in 24 categories. OBT was recognised for superior technology and innovation in SaaS Hosting.

Silicon Valley support for NSW companies
Sydney based Elcom Technology, a global provider of enterprise web content management solutions, is the latest home-grown technology company to take advantage of the services provided by NSW Trade & Investment’s new Business Office in San Francisco. Deputy Premier and Minister for Trade and Investment Andrew Stoner said the new Business Office, which marks its official opening on 6 September, has already hosted a number of NSW technology businesses looking to develop links in the region. “The new San Francisco office provides a US landing zone for NSW companies with two weeks access to a vibrant co-working space and full access to high-speed internet, meeting rooms and other facilities,” Mr Stoner said. “NSW companies can also receive advice on and access to local networks. Six NSW businesses have already visited the office, with Elcom the latest in what we expect to be a long list of companies to take advantage of the facilities.” CEO of Elcom Technology Inc, John Anstey said he had found it very valuable to spend time in Silicon Valley, networking and learning about his sector. “We have greatly appreciated the opportunity to base ourselves at the NSW Trade & Investment facility in Redwood City,” Mr Anstey said. “We extended our initial two-week visit due to exceptionally positive discussions and Elcom has now opened an office in San Francisco. The advice and introductions to the local network were extremely beneficial and contributed to the success of the visit.”

SA’s ACG Global trumps big guns at the 2012 Australian Mobile Awards
ACG Global has been awarded best Productivity App at the 2012 Australian Mobile Awards. The Adelaide-based business beat Telstra to take the trophy for its flagship product, My Brand Manager, at last week’s ceremony in Sydney. My Brand Manager is an iPhone and iPad app that enables audit, compliance, quality control and mystery shopping programmes to be instantly processed, compiled and reported whilst on site. It utilises smart technology including photo, video and voice-to-text capabilities, plus creates action plans, all in real time to avoid the need for report writing back at the office.

McAfee threats report shows largest malware rise in four years
McAfee has released the McAfee Threats Report: Second Quarter 2012, which found the biggest increase in malware samples detected in the last four years. McAfee Labs detected a 1.5 million increase in malware since Q1 2012 and identified new threats such as mobile “drive-by downloads”, the use of Twitter for control of mobile botnets, and the appearance of mobile “ransomware”. McAfee Labs has been witness to rapid growth in its database or “zoo” of malware samples, with the malware sample discovery rate accelerating to nearly 100,000 per day, McAfee has identified key malware variants affecting a range of users globally. “Over the last quarter we have seen prime examples of malware that impacted consumers, businesses, and critical infrastructure facilities,” said Vincent Weafer, senior vice president of McAfee Labs. “Attacks that we’ve traditionally seen on PCs are now making their way to other devices.  For example, in Q2 we saw Flashback , which targeted Macintosh devices and techniques such as ransomware and drive-by downloads targeting mobile.  This report highlights the need for protection on all devices that may be used to access the Internet.”

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Martin Shanahan, CEO, IDA Ireland