El nuevo reto de relación con los clientes: Social CRM

La evolución de Internet al modelo Web 2.0, ha creado el nuevo sistema denominado Social Media, donde han proliferado un número ingente de redes sociales, que han cambiado las formas de relación y colaboración entre los usuarios, así como la relaciones de éstos y las empresas. En respuesta a estos dramáticos cambios sociales y tecnológicos, que actualmente están dando forma a las relaciones negocio-empresa, las empresas están descubriendo que es necesario modificar la estrategia de utilización del CRM (Customer Relationship Management) con sus clientes y desarrollar nuevas capacidades que permitan la creación de valor con los clientes. Y es aquí donde aparece el concepto de Social CRM, entendido como una estrategia centrada en entender, anticiparse y responder mejor a las necesidades de los clientes existentes o potenciales, aprovechando los datos sociales, para crear unas fuertes relaciones beneficiosas para ambas partes. En este trabajo se describe un modelo de adopción de Social CRM, aplicando un método de análisis “Top-Down”, y basado en el modelo de Gartner denominado “The Eight Building Blocks of CRM” [1]. El presente trabajo descompone el modelo de adopción descrito por Gartner, en los siguientes puntos. - Una decisión estratégica de la compañía - Asomarse a la realidad social - Analizar las redes sociales. - Metodología de adopción. - Despliegue y extensión en todos los departamentos de la compañía y la adaptación de los recursos humanos. - Selección e integración con las plataformas tradicionales de CRM - Análisis de herramientas de monitorización de Social CRM El modelo propuesto tiene dos objetivos, por un lado pretende proporcionar la visión de cómo CRM puede influir en los resultados empresariales en la era del cliente social, y por otro, proporcionar a los administradores cómo las inversiones y los recursos existentes de CRM puede ser integrados con las nuevas tecnologías y procesos para formar capacidades que pueden mejorar el rendimiento del negocio. ABSTRACT. “The Internet evolution to Web 2.0 model has created a new system called Social Media, where have proliferated a huge number of social networks which have changed the relationship and collaboration forms user-to-user and user-to-company. In response to these dramatic social and technological changes that are currently shaping the business-business relationships, companies are finding it necessary to modify the strategy for use of CRM (Customer Relationship Management) with customers and develop new capabilities to creating value with customers. And here is where the concept of Social CRM appears, understood as a focus on understanding, anticipating and responding to the needs of existing and potential customers strategy, leveraging social data to create a strong mutually beneficial relationships. In this paper describes an adoption model of Social CRM, using a "Top-Down" analysis method and based on the model of Gartner called "The Eight Building Blocks of CRM" [1]. This paper decomposes the adoption model described by Gartner in the following points. - A company strategic decision. - Look at social reality. - Analyze social networks. - Methodology adoption. - Deployment and extension in all departments of the company and the adaptation of human resources. - Selection and integration with traditional CRM platforms. - Analysis of monitoring tools for Social CRM. The proposed model has two objectives, firstly aims to provide insight into how CRM can influence business outcomes in the era of the social customer, and secondly, to provide administrators how investments and existing resources can be integrated CRM with new technologies and processes for developing capabilities that can increase business performance”.

Transport interchange and local urban environment integration

Among the different interchange design aspects, integrated land use and infrastructure planning is maybe one of the most problematic fields in practice, given that a joint transport and urban planning spills over the regular scope of action of interchange developers, whereas it involves the cooperation and agreement of various authorities. Not only this, but the very issue of land use-transport integration seems to be a long-standing mantra in planning and transport research, lacking scientific evidence. This paper is an output of an ongoing European research project called ?NODES - New tOols for Design and OpEration of Urban Transport InterchangeS?. Its aim is to start re-focusing the academic-scientific evidence on the question and to foresee a specific and practical framework to approach the problem. The underlying hypothesis is that the interchange could be a catalyst of life and security in the city.

Análisis y propuesta de metodologías para la normalización de los informes de evaluación ambiental que permita la gestión, documentación y participación social

El desarrollo de la Ingeniería Civil en el siglo XXI debe estar dirigido a proporcionar de forma simultánea tanto las necesidades funcionales del proyecto como la conservación y sostenibilidad del territorio. Para que este proceso se pueda realizar de forma eficiente debe integrarse a los promotores (públicos y privados), a la administración y a los ciudadanos y sus asociaciones en el mecanismo de gestión y documentación del proyecto. Las directrices de la Unión Europea y el nuevo marco legislativo actual (Ley 21/2013) está orientado en esta dirección, pero las herramientas que estamos utilizando en este momento no cumplen adecuadamente estas necesidades. La norma UNE 157921:2006 y sucesivas debería renovarse contemplando tanto el nuevo marco legislativo como sobre todo la nueva realidad tecnológica para la gestión de la documentación técnica y científica mediante los lenguajes extensibles, la integración de bases de datos, las herramientas de participación social y las herramientas de protección y conservación del territorio todo ello a lo largo del ciclo de vida del proyecto En esta tesis vamos a presentar los trabajos que estamos realizando de análisis y propuesta de metodologías para la normalización de los informes de evaluación ambiental. que permita la gestión, documentación y participación social ABSTRACT The development of Civil Engineering in the XXI century should be leading towards a simultaneous sustenance of both the functional needs of the project, and the conservation and sustainability of the territory. Public and private promoters should collaborate with administration, citizens and their associations in the management mechanism and project documentation, in order to perform this process efficiently. The guidelines of the European Union and the current legislative framework (Law 21/2013) are oriented towards this, but the tools which are being used at the moment do not adequately meet the mentioned needs. The UNE 157921: 2006 and successive should be renewed in order to contemplate both the new legislative framework and the new technological reality for the management of technical and scientific documentation by the extensible languages, integration of databases, tools of social participation and tools protection and conservation of land all along the project life cycle. The analysis and proposal of different methodologies for the standardisation of environmental assessment reports, which admits for the correct management, documentation and social participation, will be presented in this paper.

Empresa y movilidad en el marco del fenómeno Social Media

Pocos mercados en la historia han evolucionado tanto en los últimos años como los relacionados con la movilidad. La necesidad en la sociedad actual de descontextualizar el lugar de trabajo y abrirse hacia un mercado más amplio, ha obligado a las empresas a replantearse cómo adaptar sus modelos de negocios a estas demandas. Algunas empresas aún no se muestran abiertas a estos cambios mientras que en otras se ha materializado, en muchos casos, en la integración de aplicaciones móviles como vía fácil, rápida y cómoda de conexión con el cliente y de interconexión y participación interna en la empresa. Se generan así aplicaciones móviles que permiten crear y mantener una relación utilizándolas como la mejor herramienta de fidelización, posicionando a la marca y ofreciendo una imagen de innovación. Las aplicaciones móviles requieren que el desarrollo de los sistemas sean rápidos, que puedan manejar una gran variedad de acciones sin un alto conocimiento a priori de ellas, que necesiten un número mínimo de parámetros, y que las actualizaciones se realicen de manera tan corta como fuera posible. Este nuevo modelo de negocio ofrece servicios especiales a los clientes, permite obtener sus opiniones, facilita la compra online, auto-gestiona los servicios ofrecidos, aumenta la agilidad en el negocio, motiva su recomendación a otros potenciales clientes y desde la libertad, permite elegir el mejor momento y lugar para llevar a cabo una actividad de manera rápida y efectiva. Se constata el incremento en los ingresos derivados de la incorporación de esta herramienta apostando así por este nuevo modelo de negocio. ABSTRACT. A few market forces have developed in history as much as the present ones regarding mobility. Nowadays the need to set the workplace out of a context and open a wider market in society has made the companies raise again how to adapt their business models to these demands. Some companies haven’t shown this need to change yet. On the contrary, in some others, the change is already a fact. In many cases, it has been materialized the integration of mobile applications not only as an easy, quick and comfortable way to be connected with the client, but also as the interconnection and inner participation in a company. Thus, it is generated a series of mobile applications which allow us to create and keep a relationship by using them as the best tool of fidelity, positioning the trademark and offering an innovation image. Mobile applications require a rapid development of the systems and the management of a great variety of actions without their previous knowledge. Moreover, a minimum range of parameters is needed and updating must be done as soon as possible. This new business role offers the clients some especial services. It permits us to obtain their opinions, expedite online shopping and the self- management of the offered services. It also improves business agility, motivates the reccomendation to other possible clients and it freely let us choose both the best moment and place to carry out an activity rapidly and precisely. It is proved the increasing income derived from the incorporation of this appliance relying on the new business model.

La cuestión de la vivienda social en Brasil: una propuesta de implantación urbana y de producción en serie de unidades residenciales unifamiliares para el nordeste brasileño

La simple lectura de periódicos en la prensa o en Internet, o lo ver o oír de los noticieros en las emisoras de radio o televisión, fornecen subsidios ya suficientes para la percepción de la amplitud de la cuestión de la vivienda social en todo el mundo. Esto trabajo, que ahora se presenta, es el resultado de una investigación científica desarrollada de modo a subsidiar una Tesis de Doctorado a ser presentada en la Universidad Politécnica de Madrid. En la investigación científica, se pretendió sistematizar lecturas y datos sobre la cuestión habitar en todo el mundo, y sobre todo en Brasil, donde se tuvo como foco principal, las poblaciones inseridas en las fajas de renta inferiores a €300 mensuales, ubicadas en nordeste de Brasil. Basándose en todo eso trabajo de investigación científica, que tanto se preocupó con los aspectos ergonómicos, sociales, conceptuales, proyéctales, ambientales, arquitectónicos y urbanísticos, como también con los estadísticos, tecnológicos, infraestructurales, económicos y comerciales, se propugnó una metodología para la implantación urbana de asentamientos planeados de viviendas sociales y la producción en serie de unidades residenciales unifamiliares. La cuestión urbana fue la primera preocupación del científico, tanto en lo que se refiere al planeamiento estratégico de ciudades, como los temas que envuelven la espontaneidad, intencionalidad, territorialidad y centralidades de las ocupaciones humanas en la modernidad y postmodernidad. Proyectos de edificios y de conjuntos de viviendas, así como planes urbanos, fueron utilizados como estudios de casos de modo a basar los análisis presentados en esa tesis. La definición de diseños para la vivienda social, tuvo como premisas, la mejor adecuación posible a las características bioclimáticas de los diversos sitios elegidos y atender a las necesidades presentadas por los futuros usuarios de los objetos arquitectónicos construidos. Los partidos arquitectónicos adoptados intentaron ser coherentes con los valores antropológicos y culturales de las poblaciones atendidas con los bienes producidos, y se ajustaren a las capacidades de comprometimiento financiero de las diversas comunidades atendidas con las edificaciones. Pretendió aún, esa tesis de doctorado, hacer una correlación entre las políticas oficiales apuntadas para la vivienda social existentes en Brasil y las encontradas en los países desarrollados; así como los antecedentes históricos de las singulares problemáticas habitacionales, que tuvieron como cumbre la producción de estrategias gerenciales propias. Se aprovecho, también, mucho de la experiencia norteamericana y europea de industrialización, para ser empleada en la producción en serie de unidades habitacionales en nordeste de Brasil, de modo a que esa tecnología de construcción tanto pueda ser operada por un sistema fabril formal, cuanto por procesos de autogestión y autoconstrucción, actualmente adoptados en amplia escala en Brasil. ABSTRACT The simple reading of nowadays newspapers or the facts presented at Internet, or that can been seen on television or heard on a radio, gives the audience enough arguments to support the right perception of the magnitude of housing problem around the world. This paper is the result of a scientific investigation developed to support a Doctoral Thesis, which will be presented in the Universidad Politécnica de Madrid. This research aimed at presenting a methodology for serial production of housing designed for planned areas and their integration to urban space. Information that refers to housing problem around the world, including Brazil, was systematized. We selected as target people that live in the Northeast Region of the country and perceive less than €300 per month as a salary. We analyzed data regarding ergonomic, social, conceptual, environmental and architectural aspects, as well as project and urban information; and also considering statistical, technological, infrastructural, economical and commercial issues. Urban request was the first aspect analyzed. City strategic plan and themes involving aspects such as spontaneity, intentionality, territory and centrality of human occupations in modern and postmodern time were deeply considered. This thesis is also referenced on well known building projects and cities planning. The most adequate constructions considering local weather and poor people architectural necessities programs were pointed out before defining the projects’ sketches. The coherence between plans and anthropologic-cultural values, and also the perfect match to future owners’ financial capacities were also objectives of this work. This study also intended to compare Brazilian’s policies to the ones found in developed countries; and discusses historical facts involved with housing problem, which resulted with management strategies and policies. Some aspects of North American and European industrial experiences were applied to develop serial production of Northeast Brazilian housing. The technology obtained with this methodology intends to be applied in industrial production and also in self-management or self-production procedures, largely used in Brazil.

Knowledge-action integration through the media in indigenous communities in Ecuador

The binomial knowledge/action understood under the biunivocal relationship of both components is the basis of planning from a postmodern approach. Within this binomial, social communication gives appropriate information, nurtures the knowledge that leads to transformative action, promotes participation and enhances the community?s self-esteem and recognition; to deeply reflect on action is a source of new knowledge; and communication fosters the adoption of the new knowledge by the community with new actions that feed the process knowledge/action as a planning source. From this approach the project Radio Message is born as a new communication channel with the aim of offering Andean indigenous communities from the area of Cayambe (Ecuador), a series of multidisciplinary training programs that enable transformative action with a strong effect on the life quality in these communities and their importance as social actors. The contents are designed through participatory communication between the training authorities and the communities themselves, analyzing their opportunities and needs. In this research the impact of social media in the development of more than 100 indigenous communities in Cayambe is analyzed.

Investigation on Heart Rate Variability (HRV) and psycho-social-affective adjustment in Italian women with ovarian cancer

INTRODUZIONE: L’integrazione mente-corpo applicata ad un ambito patologico predominante in questi tempi, come il cancro, è il nucleo di questa tesi. Il background teorico entro cui è inserita, è quello della Psiconeuroendocrinoimmunologia (Bottaccioli, 1995) e Psico-Oncologia. Sono state identificate, nella letteratura scientifica, le connessioni tra stati psicologici (mente) e condizioni fisiologiche (corpo). Le variabili emerse come potenzialmente protettive in pazienti che si trovano ad affrontare il cancro sono: il supporto sociale, l’immagine corporea, il coping e la Qualità della Vita, insieme all’indice fisiologico Heart Rate Variability (HRV; Shaffer & Venner, 2013). Il potenziale meccanismo della connessione tra queste variabili potrebbe essere spiegato dall’azione del Nervo Vago, come esposto nella Teoria Polivagale di Stephen Porges (2007; 2009). OBIETTIVI: Gli obiettivi principali di questo studio sono: 1. Valutare l’adattamento psicologico alla patologia in termini di supporto sociale percepito, immagine corporea, coping prevalente e qualità della vita in donne con cancro ovarico; 2. Valutare i valori di base HRV in queste donne; 3. Osservare se livelli più elevati di HRV sono associati ad un migliore adattamento psicologico alla patologia; 4. Osservare se una peggiore percezione dell’immagine corporea e l’utilizzo di strategie di coping disadattive sono associate ad una Qualità della Vita più scarsa. METODO: 38 donne affette da cancro ovarico, al momento della valutazione libere da patologia, sono state reclutate presso la clinica oncologica del reparto di Ginecologia dell’Azienda Ospedaliero-Universitaria di Parma, Italia. Ad ogni partecipante è stato chiesto di compilare una batteria di test composta da: MSPSS, per la valutazione del supporto sociale percepito; DAS-59, per la valutazione dell’immagine corporea; MAC, per la valutazione delle strategie di coping prevalenti utilizzate verso il cancro; EORTC-QLQ30, per la valutazione della Qualità della Vita. Per ogni partecipante è stato registrato HRV di base utilizzando lo strumento emWave (HeartMath). RISULTATI PRINCIPALI: Rispondendo agli obiettivi 1 e 2, in queste donne si è rilevato una alto tasso di supporto sociale percepito, in particolare ricevuto dalla persona di riferimento. L’area rivelatasi più critica nel supporto sociale è quella degli amici. Per quanto riguarda l’immagine corporea, la porzione di campione dai 30 ai 61 anni, ha delle preoccupazioni globali legate all’immagine corporea paragonabili ai dati provenienti dalla popolazione generale con preoccupazioni riguardo l’aspetto corporeo. Invece, nella porzione di campione dai 61 anni in su, il pattern di disagio verso l’aspetto fisico sembra decisamente peggiorare. Inoltre, in questo campione, si è rilevato un disagio globale verso l’immagine corporea significativamente più alto rispetto ai valori normativi presenti in letteratura riferiti a donne con cancro al seno con o senza mastectomia (rispettivamente t(94)= -4.78; p<0.000001; t(110)= -6.81;p<0.000001). La strategia di coping più utilizzata da queste donne è lo spirito combattivo, seguito dal fatalismo. Questo campione riporta, inoltre, una Qualità della Vita complessivamente soddisfacente, con un buon livello di funzionamento sociale. L’area di funzionalità più critica risulta essere il funzionamento emotivo. Considerando i sintomi prevalenti, i più riferiti sono affaticamento, disturbi del sonno e dolore. Per definire, invece, il pattern HRV, sono stati confrontati i dati del campione con quelli presenti in letteratura, riguardanti donne con cancro ovarico. Il campione valutato in questo studio, ha un HRV SDNN (Me=28.2ms) significativamente più alto dell’altro gruppo. Tuttavia, confrontando il valore medio di questo campione con i dati normativi sulla popolazione sana (Me=50ms), i nostri valori risultano drasticamente più bassi. In ultimo, donne che hanno ricevuto diagnosi di cancro ovarico in età fertile, sembrano avere maggiore HRV, migliore funzionamento emotivo e minore sintomatologia rispetto alle donne che hanno ricevuto diagnosi non in età fertile. Focalizzando l’attenzione sulla ricerca di relazioni significative tra le variabili in esame (obiettivo 3 e 4) sono state trovate numerose correlazioni significative tra: l’età e HRV, supporto percepito , Qualità della Vita; Qualità della Vita e immagine corporea, supporto sociale, strategie di coping; strategie di coping e immagine corporea, supporto sociale; immagine corporea e supporto sociale; HRV e supporto sociale, Qualità della Vita. Per verificare la possibile connessione causale tra le variabili considerate, sono state applicate regressioni lineari semplici e multiple per verificare la bontà del modello teorico. Si è rilevato che HRV è significativamente positivamente influenzata dal supporto percepito dalla figura di riferimento, dal funzionamento di ruolo, dall’immagine corporea totale. Invece risulta negativamente influenzata dal supporto percepito dagli amici e dall’uso di strategie di coping evitanti . La qualità della vita è positivamente influenzata da: l’immagine corporea globale e l’utilizzo del fatalismo come strategia di coping prevalente. Il funzionamento emotivo è influenzato dal supporto percepito dalla figura di riferimento e dal fatalismo. DISCUSSIONI E CONCLUSIONI: Il campione Italiano valutato, sembra essere a metà strada nell’adattamento dello stato psicologico e dell’equilibrio neurovegetativo al cancro. Sicuramente queste donne vivono una vita accettabile, in quanto sopravvissute al cancro, ma sembra anche che portino con sé preoccupazioni e difficoltà, in particolare legate all’accettazione della loro condizione di sopravvissute. Infatti, il migliore adattamento si riscontra nelle donne che hanno avuto peggiori condizioni in partenza: stadio del cancro avanzato, più giovani, con diagnosi ricevuta in età fertile. Pertanto, è possibile suggerire che queste condizioni critiche forzino queste donne ad affrontare apertamente il cancro e la loro situazione di sopravvissute al cancro, portandole ad “andare avanti” piuttosto che “tornare indietro”. Facendo riferimento alle connessioni tra variabili psicologiche e fisiologiche in queste donne, si è evidenziato che HRV è influenzata dalla presenza di figure significative ma, in particolare, è presumibile che sia influenzata da un’appropriata condivisione emotiva con queste figure. Si è anche evidenziato che poter continuare ad essere efficaci nel proprio contesto personale si riflette in un maggiore HRV, probabilmente in quanto permette di preservare il senso di sé, riducendo in questo modo lo stress derivante dall’esperienza cancro. Pertanto, HRV in queste donne risulta associato con un migliore adattamento psicologico. Inoltre, si è evidenziato che in queste donne la Qualità della Vita è profondamente influenzata dalla percezione dell’immagine corporea. Si tratta di un aspetto innovativo che è stato rilevato in questo campione e che, invece, nei precedenti studi non è stato indagato. In ultimo, la strategia di coping fatalismo sembra essere protettiva e sembra facilitare il processo di accettazione del cancro. Si spera sinceramente che le ricerche future possano superare i limiti del presente studio, come la scarsa numerosità e l’uso di strumenti di valutazione che, per alcuni aspetti come la scala Evitamento nel MAC, non centrano totalmente il target di indagine. Le traiettorie future di questo studio sono: aumentare il numero di osservazioni, reclutando donne in diversi centri specialistici in diverse zone d’Italia; utilizzare strumenti più specifici per valutare i costrutti in esame; valutare se un intervento di supporto centrato sul miglioramento di HRV (come HRV Biofeedback) può avere una ricaduta positiva sull’adattamento emotivo e la Qualità della Vita.

Discursive constructions of social and environmental accounting in Brazil: the case of Petrobras.

In the 29 years following \"Our Common Future\" by the United Nations, there is considerable debate among governments, civil society, interest groups and business organisations about what constitutes sustainable development, which constitutes evidence for a contested discourse concerning sustainability. The purpose of this study is to understand this debate in the developing economic context of Brazil, and in particular, to understand and critique the social and environmental accounting [SEA] discursive constructions relating to the State-owned, Petrobras as well as to understand the Brazilian literature on SEA. The discourse theory [DT]-based analysis employs rhetorical redescription to analyse twenty-two reports from Petrobras from 2004-2013. I investigate the political notions by employing the methodological framework of the Logics of Critical Explanation [LCE]. LCE engenders five methodological steps: problematisation, retroduction, logics (social, political and fantasmatic), articulation and critique. The empirical discussion suggests that the hegemony of economic development operates to obfuscate, rhetorically, the development of sustainability, so as to maintain the core business of Petrobras conceived as capital accumulation. Equally, these articulations also illustrate how the constructions of SEA operate to serve the company\'s purpose with few (none) profound changes in integration of sustainability. The Brazilian literature on SEA sustains the status quo of neo-liberal market policies that operate to protect the dominant business case approach to maintain an agenda of wealth-creation in relation to social and environmental needs. The articulations of the case manifested in policies regarding, for example, corruption, which involved over-payments for contracts and unsustainable practices relating to the use of fossil fuels and demonstrated that there was antagonism between action and disclosure. The corruption scandal that emerged after SEA disclosures highlighted the rhetorical nature of disclosure when financial resources were subtracted from the company for political parties and engineering contractors hid facts through incomplete disclosures. The articulations of SEA misrepresent a broader context of the meanings associated with sustainability, which restricted the constructions of SEA to principally serve and represent the intention of the most powerful groups. The significance of SEA, then is narrowed to represent particular interests. The study argues for more critical studies as limited Brazilian literature concerning SEA kept a \'safe distance\' from substantively critiquing the constructions of SEA and its articulations in the Brazilian context. The literature review and the Petrobras\' case illustrate a variety of naming, instituting and articulatory practices that endeavour to maintain the current hegemony of development in an emerging economy, which allows Petrobras to continue to exercise significant profit at the expense of the social and environmental. The constructed idea of development in Petrobras\' discourses emphasises a rhetoric of wider development, but, in reality, these discourses were the antithesis of political, social and ethical developmental issues. These constructions aim to hide struggles between social inequalities and exploitation of natural resources and constitute excuses about a fanciful notion of rhetorical and hegemonic neo-liberal development. In summary, this thesis contributes to the prior literature in five ways: (i) the addition of DT to the analysis of SEA enhances the discussion of political elements such as hegemony, antagonism, logic of equivalence/difference, ideology and articulation; (ii) the analysis of an emerging economy such as Brazil incorporates a new perspective of the discussion of the discourses of SEA and development; (iii) this thesis includes a focus on rhetoric to discuss the maintenance of the status quo; (iv) the holistic structure of the LCE approach enlarges the understanding of the social, political and fantasmatic logics of SEA studies and; (v) this thesis combines an analysis of the literature and the case of Petrobras to characterise and critique the state of the Brazilian academy and its impacts and reflections on the significance of SEA. This thesis, therefore, argues for more critical studies in the Brazilian academy due to the persistence of idea of SEA and development that takes-for-granted deep exclusions and contradictions and provide little space for critiques.

La empresa social en España y en Italia durante la crisis ¿un laboratorio de innovación económica y social?

En este artículo analizamos el desarrollo de empresa social en España e Italia en el marco de la crisis económica y social, en términos de difusión y marco jurídico. De esta manera, definimos los confines del “ecosistema” de la empresa social en los dos países e identificamos elementos comunes y especifidades. La hipótesis es que la empresa social representa una herramienta de generación de respuestas proactivas a la crisis, impulsando trayectorias de innovación económica y social, y contribuyendo a un modelo de desarrollo económica y socialmente sostenible. La innovación surge de la capacidad de las empresas sociales de generar respuestas innovativas a demandas emergentes, de su capacidad de crear al mismo tiempo valor social y económico, de satisfacer necesidades individuales y colectivas, de activar dinámicas de cambio de medio y largo plazo, de estimular dinámicas de emprendimiento, de empoderamiento y de valorización en el territorio. Sin embargo, el carácter innovador de la empresa social no surge simplemente de una empresarializacción del Tercer Sector tradicional, y mucho menos como consecuencia de la transferencia de servicios fundamentales del estado a asociaciones, cooperativas y empresas sociales, si con eso se persigue el simple objetivo de reducción de los gastos públicos. Al contrario, detrás de la retórica de la innovación social se puedan esconder proyectos de reducción de los gastos de servicios a través de la reducción de los salarios y de la cualidad de los servicios. El artículo, a partir de la comparación de la difusión del fenómeno y de las perspectivas de desarrollo en España y en Italia, termina con una reflexión crítica sobre las luces y sombras, los riesgos y las oportunidades, relacionados con la difusión de la empresa social, o sea, de la integración de la acción solidaria y la acción económica en prácticas que son al mismo tiempo empresariales y con finalidades sociales.

Management of social networks in the educational process

The research developed in this work consists in proposing a set of techniques for management of social networks and their integration into the educational process. The proposals made are based on assumptions that have been proven with simple examples in a real scenario of university teaching. The results show that social networks have more capacity to spread information than educational web platforms. Moreover, educational social networks are developed in a context of freedom of expression intrinsically linked to Internet freedom. In that context, users can write opinions or comments which are not liked by the staff of schools. However, this feature can be exploited to enrich the educational process and improve the quality of their achievement. The network has covered needs and created new ones. So, the figure of the Community Manager is proposed as agent in educational context for monitoring network and aims to channel the opinions and to provide a rapid response to an academic problem.

De Gaulle and Europe: Historical Revision and Social Science Theory. Program for the Study of Germany and Europe Working Paper Series 8.5

The thousands of books and articles on Charles de Gaulle's policy toward European integration, whether written by historians, social scientists, or commentators, universally accord primary explanatory importance to the General's distinctive geopolitical ideology. In explaining his motivations, only secondary significance, if any at all, is attached to commercial considerations. This paper seeks to reverse this historiographical consensus by examining the four major decisions toward European integration during de Gaulle's presidency: the decisions to remain in the Common Market in 1958, to propose the Foucher Plan in the early 1960s, to veto British accession to the EC, and to provoke the "empty chair" crisis in 1965-1966, resulting in the "Luxembourg Compromise." In each case, the overwhelming bulk of the primary evidence-speeches, memoirs, or government documents-suggests that de Gaulle's primary motivation was economic, not geopolitical or ideological. Like his predecessors and successors, de Gaulle sought to promote French industry and agriculture by establishing protected markets for their export products. This empirical finding has three broader implications: (1) For those interesred in the European Union, it suggests that regional integration has been driven primarily by economic, not geopolitical considerations--even in the "least likely" case. (2) For those interested in the role of ideas in foreign policy, it suggests that strong interest groups in a democracy limit the impact of a leader's geopolitical ideology--even where the executive has very broad institutional autonomy. De Gaulle was a democratic statesman first and an ideological visionary second. (3) For those who employ qualitative case-study methods, it suggests that even a broad, representative sample of secondary sources does not create a firm basis for causal inference. For political scientists, as for historians, there is in many cases no reliable alternative to primary-source research.

Redrawing Identity Boundaries through Integration Policies: Strategies of Inclusion/Exclusion of Immigrants in Québec and South Tyrol. EDAP Paper 01/2013

Following the research agenda introduced by Will Kymlicka, this qualitative study offers an interpretation of how the sub-national elites of Québec and South Tyrol police the integration of immigrants. For these national minority groups, which are constantly undergoing a process of redefinition of their collective identities by differentiating themselves from the Others who do not belong to the in-group, immigrants have progressively become the most significant Others as they are not part of the original system of compromises. This article questions how sub-national elites are handling this relatively new kind of ethnocultural diversity brought about by large-scale permanent immigration on two levels: first, the political narrative of the ruling sub-national parties, their electoral appeals, manifestos and speeches; second, the policy arrangements for the integration of immigrants in education, language and social policy. The initial approach of the article is pessimistic, as it assumes that sub-national elites will marginalize immigrants to please core nationalist supporters. In fact, the hypotheses to be tested are whether the national minority groups of Québec and South Tyrol engage in a process of reconstruction of their ethnic identity bounded by opposition to real or imagined Others – the newcomers; and whether they adopt practical measures that force newcomers to be assimilated into the group or to be marginalized. The comparison between Québec and South Tyrol provides a basic understanding of the impact of immigration in two sub-national polities that are very different, but still adopt similar political narratives and policy strategies with regard to the integration of newcomers.

Towards a new design of South American integration? Jean Monnet/Robert Schuman Paper Series, Special Issue January 2013

The design of South American integration is becoming different. This has been quite common in the trajectory of over six decades of initiatives aimed at generating institutional frameworks to facilitate regional integration. However, even when it has become apparent that the previous design is undergoing a new process of change, it would be difficult to predict for how long the one that is beginning to take shape will remain in effect. The experience of recent decades suggests great caution in forecasts that are optimistic about any eventual longevity. Several factors are contributing to this redesign. Some are external to the region while others are endogenous. The combination of these factors will influence the future design of South American integration. If past lessons are correctly capitalized and certain advantage is derived from the leeway provided by a decentralized international system with multiple options, we can anticipate that what will predominate in the region will be multidimensional integration agreements (with political and economic objectives at the same time) and with cross-memberships and commitments. If this were the case, the actual impact on regional governance, social and productive integration and the competitive insertion at a global scale will depend largely on the following factors: the quality and sustainability of the strategy for development and global and regional insertion of each country; the combination of a reasonable degree of flexibility and predictability in the commitments made and their corresponding ground rule, and the density of the network of cross-interests that can be achieved as a result of the respective regional integration agreements, reflected in multiple transnational social and production networks.

The Arab Spring: A Litmus Test for the EU’s Women’s Rights Policy in the Euro-Mediterranean Area? Bruges Regional Integration & Global Governance Paper 1/2013

The promotion of women’s rights is described as a priority within the external action of the European Union (EU). As a result of the Arab Spring uprisings which have been ongoing since 2011, democracy and human rights have been pushed to the forefront of European policy towards the Euro-Mediterranean region. The EU could capitalise on these transformations to help positively reshape gender relations or it could fail to adapt. Thus, the Arab Spring can be seen to serve as a litmus test for the EU’s women’s rights policy. This paper examines how and to what extent the EU diffuses women’s rights in this region, by using Ian Manners’ ‘Normative Power Europe’ as the conceptual framework. It argues that while the EU tries to behave as a normative force for women’s empowerment by way of ‘informational diffusion’, ‘transference’ ‘procedural diffusion’ and ‘overt diffusion’; its efforts could, and should, be strengthened. There are reservations over the EU’s credibility, choice of engagement and its commitment in the face of security and ideological concerns. Moreover, it seems that the EU focuses more intently on women’s political rights than on their social and economic freedoms.

Integrating Europeans: The Political Economy and Social Aspects of Europeanization. ACES Working Papers (Curriculum Development), 2012

This course, then, investigates the effects of integration on European citizens as well as the duality of the EU as a competitive and social model. It is sensitive to the involvement of social groups, protest, and domestic politics in the study of market integration. Some of the questions we explore are: What are the effects of regulatory policy-making on social actors, how do such actors’ strategies and behaviors change as a consequence, and how to they overcome their collective action problems? Why is it that the logic of integration has at times followed a logic of “permissive consensus” while at other times it has been described as a “constraining dissensus”? What is the importance of discourse in domestic politics in order to articulate and legitimate Europeanization? How do European identities change as a consequence of policymaking as well as of protest? To what extent do ordinary Europeans matter in terms of accepting and opposing the project of European integration, how do European citizens in core and peripheral EU states experience Europeanization, and how is their involvement in the integration project to be conceptualized?