re: Why Enterprise Social Networking Falls Short
This is an interesting study. To me it assumes certain bins of application of enterprise social networking, and uses an especially wide definition of it, so that the end result of under-achievement is almost designed into the methodology. Specifically, I'm surprised internal collaboration or innovation or related topics are relegated to an "other collaboration..." bucket, then the topical questions seem to assume it has to be used for sales, marketing, or customer service.
Most large companies struggle with collaboration across groups which is likely to limit their innovation or reduce the efficiency of the innovation process. It seems to me that enterprise social networking, in a specific platform for the purpose (as opposed to the various generic things like directories and the like) stands to be an important accelerator for companies that learn how to use it.
I think in the future you should consider restructuring the survey to better differentiate between clearly internal and within-the-company collaboration uses and the growing B2C or B2B external uses of social media.