Stephen Danelutti

Getting Started with Social Business

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socialWRKS - putting social technologies to work

HOW WHO

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3 key areas of exploration

1. Importance of starting from within

2. Intranet as gateway

3. Quick wins and experimentation

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Social business evolution

1. Trying to figure it all out. Some sporadic activities taking place

2. Actively engaged but only externally with social media: Facebook, Twitter, LinkedIn, YouTube, etc. Trying to build communities and engage with customers, experimenting...

3. Busy building engaged communities from inside out. Understanding the need to operationalise social media functions internally. Realising that more than window dressing is needed and addressing behaviour change will create significant benefit

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Why start within?

Companies looking at internal social networks to drive collaboration and as test bed for future social initiatives

Intranet-based social systems Top three drivers:

employee collaboration efficiency in locating people and resources idea generation

IBM's 2011 Tech Trends report

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Often intranet seen as last resort where knowledge goes to die

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A better way - Social Intranets?PEOPLE

ACTIVITY

PARTICIPATION

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Tracking colleagues and Capturing expertise

Add, Edit and Share content easily

Comments for discussion

Getting work done

Some example functions of a social intranet8

Five pillars of social intranets

1.Information must flow easily (articles, status updates, comments, content sharing…)

2.Democratic and flexible way to create/capitalise on knowledge and to spread it (social learning) not static content repositories

3.Communities through stimulation and moderations4.Social collaboration project management solutions,

ideagoras...5.Allow employees to produce, collect, structure, analyse and

publish data but integrate to business apps and processes

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Possible roles of social intranet

Capability Benefit Outcome Strategic Goals

Feature

Customer satisfaction

Leverage oppt, solve probs

More revenue, lower cost

Employee satisfaction

Greater pool of knowledge

2-way comms Employee engagement Less churn

Better responses Better support, more sales

Fewer outagesBetter stock control

Conversation streams

Ideas management

ERP Quicker data access

Single place to collaborate

Flexible project resourcing

Best people on a taskProjects

Single view of customerCRM

Innovation

Improved learning

Better knowledge mngt

Authoring and Repositories

Single source of documents

Execution

Customer satisfaction

Adaptability

social intranet

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Despite logic of better ways of working

80% of organisations with SharePoint continue emailing documents back and forth -- Usamp survey 2010

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Strategies for adoption - Champion

Find a champion, power user, evangelist that is:

- Influential and sees a business case for the tool;

- Well-known and fairly senior;

- Familiar with social tools;

- Though leader in business and great conversationalist

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Define a specific use case

Convince employees, give them a “genuine reason” to use the product

Provide use cases that align with the corporate culture and priorities

Emphasise quick wins

Strategies for adoption - Definition

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- Department

- Age group: “reverse mentoring”

- Right culture: use cases that fit culture/priorities

- Geography: greater the distribution, greater the need

Strategies for adoption - Audience

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Bottom-up and top-down influence

Enterprise social software by nature bottom-up

Needs top-down executive support for it to succeed in the enterprise

Strategies for adoption - Bottom/Top

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More than 1 way to tackle adoption, e.g. MARS

- Mandate

- Acceptance

- Reward

- Stimulating

Strategies for adoption - More than 1

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Getting started with Social Business

Quick wins

Instead of using email for collecting new ideas?

Instead of using email to ask questions and get answers?

Instead of using email to manage events?

Instead of using email to find expertise?

Instead of using email for sharing knowledge, work and creating

serendipitous moments?

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Create and vote for ideas

Collaborate on and follow ideas

Search/ filter ideas by status or category

Ideas

Focus ideas around campaigns

Q&A19

Create questions and see best answers as voted by peers

Follow questions and responders and get notified when new answers are submitted

Find questions and answers Quora is a public

Q&A service but many enterprise solutions offer similar functionality

Events

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How would you rather work?

Finding expertise - staff directory, the killer app21

Finding expertise - social search22

Activity streams

Automated list of peoples activities which can easily be integrated with other systems, e.g. CRM systems so you can see what others are working on and get involved where necessary

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Conversation stream

A list of peoples purposeful thoughts, shares of interesting articles and pointers to specific activity of work - can easily bring important info to attention of others (@ function) but whole community can see/benefit too.

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Credits

Images

Junkyard - http://www.flickr.com/photos/checoo/3287807291/

Budding leaf - http://www.flickr.com/photos/chazoid/2598478591/

Pillars - http://www.flickr.com/photos/31246066@N04/5670645385/

Info

Possible roles of social intranet - 10

Use of Sharepoint - 11

MARS strategy for adoption - 16

http://www.slideshare.net/sammarshall/loving-the-intranet-sam-marshall-clear-box-v05pub

Strategies for adoption - 12-15 http://www.ischool.berkeley.edu/files/student_projects/

ess_addressingbarrierstoadoption.pdf

How would you rather work - events - 20 http://youtu.be/wQcqlO5Gk8A

Social staff directories - 21-22

http://www.steptwo.com.au/papers/kmc_socialstaffdirectories/index.html

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Thank you

www.socialwrks.com