Imho it eventually boils down to the center section of the Enterprise 2.0 meme map I draw. You have to get the middle right first, then you can gather all the add ons around it. It's a change in behavior. Technologies can follow then and are not really that essential.
Here's the map
http://www.flickr.com/photos/bluenote84149/3655478998/
It's featured in this article btw.
http://it.toolbox.com/blogs/future-of-work/social-workers-33620
Credits for the center core go to
Robles, P. (2009): Keeping social media sustainable, http://econsultancy.com/blog/3936-keeping-social-media-sustainable
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