When Social Media Productivity Can Trump Individual Productivity

This Element is an excerpt from 33 Million People in the Room: How to Create, Influence, and Run a Successful Business with Social Networking (9780137154357) by Juliette Powell. Available in print and digital formats.
How Best Buy used internal social networking to improve productivity and customer service.
When Best Buy sub-brand Geek Squad decided to roll out an internal wiki to its 11,000 employees, the powers that be really had no idea what the employees were going to use it for. You'd think it would only result in staffers playing around all day instead of doing what they're being paid to do. You'd think it would seriously drag down productivity. But employee productivity actually increasedÖ.