Nothing new when you say that management is more important than the tools, even if they are social. That’s why social business is more focus on management model than tools. Usually peoples highlights the work of Peter Drucker to talk about management. In France one of our though leader about those question of organization is Michel Crozier.
As noted by the Nobel Prize in Economics in 1978 Herbert H. Simon, every situation is experienced as a specific problem: « What to do? « Each behavior is the best or the least bad solution to the problem in terms of the issues and constraints of the situation, available resources, experiences, information, etc.. Behavior is always rational (even if it seems unreasonable to others) because each player chooses a solution based on its « bounded rationality ».