Social software ROI · “You don't know what benefits could be realised if Joe in Finance talked to Sarah in HR. It might be absolutely nothing. On the other hand it might fundamentally change the company for the better. Social software is a serendipity lubricant that increases the chances of valuable interactions occurring – but it makes no guarantee on their frequency or their value.” Because the ‘I’ is small, the ‘R’ needn’t be very large to demonstrate impact