socialnow - measurable social adoption
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1 © 2014 socialadop/on.com
Measurable Social Adoption
Peter H. Reiser Social Business Geek & CEO SocialAdoption.com
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h4ps://nodexlgraphgallery.org/Pages/Graph.aspx?graphID=18381 Provided by: @marc_smith
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Enterprise Social Landscape
Product Development
Marketing HR IT Customer Service
IDEAStorm Monitoring Recruitment Collaboration Communities Social Tools Silos
Social Graph Silos
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Source: h4p://www.global-‐integra/on.com/resources/cartoons
Community
Manager
I need a urgent response for a customer complaint via Twitter ....
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Social Business Strategy
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Social Business Strategy Socially enable your Processes to make your Business more effective and efficient
Interact Collaborate Work
Social Employee Social Customer
Sales Marke/ng Service
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Social – Tools – Graph -‐ Adop/on
Integrate Social into your Business Processes
BID Mngt. Product Crea/on Market Sell Deliver Support
Business Applica6ons
IDEA Storm
Social Monitoring
Social Discovery Social Collaboration Communities
Social Insight
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Business Applica6ons
Sales Social Re-Use versus Win/Loss
BID Mngt. Product Crea/on Market Sell Deliver Support
Enterprise Social Collabora/on -‐ secure – scalable – compliant Social -‐ Capabili/es – Graph -‐ Adop/on
metrics metrics metrics metrics metrics 14% higher Win Rate metrics
Social Selling
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CRM + Communities
Recommenda6ons based on in context CRM and Social Insight
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ROI on Social Collaboration (Sun Microsystems)
ROI Calcula6on Revenue : 11,000 Millions
80% of projects in AIM KMS: 8,800 Millions
14 % average Re-‐Use: 1,320 Millions
Average win rate improvement : 10 %
Source: h4p://socialadop/on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
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Business Applica6ons
Project Delivery Social Re-Use versus Project Margin
BID Mngt. Product Crea/on Market Sell Deliver Support
Enterprise Social Collabora/on -‐ secure – scalable – compliant Social -‐ Capabili/es – Graph -‐ Adop/on
metrics metrics metrics metrics metrics 20% higher margins
Social Collaboration
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Social & Business Value per Document Social Values
! Downloads
! Ra/ngs
! Re-‐Use
Business Values
Wins
Revenue
Hours saved
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ok – and how to drive Social Adoption ?
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Social Adoption
+ = WIIFM
Source: h4p://socialadop/on.com/2008/09/16/community-‐equity-‐a-‐way-‐to-‐measure-‐social-‐capital-‐for-‐an-‐enterprise/
(Measuring) Social Capital
Maslow
Social Value Model
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Understand your Users/Audience
Sales Team Tech Team
Next Fiscal year -‐ you can choose between:
5% more salary or
work on a cool project
Source: h4p://socialadop/on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
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1. Social Value model (Motivational Design)
• Motivation (Behaviorism Theory) • Intrinsic • Extrinsic
• Reward models (Cognitive Evaluation Theory) • Tangible/intangible rewards • Excepted/un-excepted
• Activity Loop • Motivation -> Action -> Feedback
• Fun
Engagement
Progression
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Example: Sun Microsystems Technology Leadership
Engineer
Principal
Fellow
Senior Engineer HR Levels HR Promo/on Process
Peer Review
Candidate Pipeline Criteria's ! Internal Outreach ! External Outreach ! Intellectual Proper/es ! .... ! .... ! Over average Social Equity
Source: h4p://socialadop/on.com/2011/12/12/social-‐roi-‐and-‐social-‐value-‐models/
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Measure Social Capital
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Example: Community Equity
Social Equity Activities Me
Contribution create modify Participation view rate comment Re-use
People
Actors Value per Activity Sum of Value
Person Equity Information Equity Community Equity Tag Equity
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Select the appropriate tools
• Re-usable Social capabilities
• Integration into business process – apps - data
• Social Insights – capture – analyze – visualize
• Customer Experience – adaptive – mobile
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Examples: Social Now Tool Vendors
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Results (example Sun Microsystems)
• #2 internal site after 12 month • 30’000+ users • Most trusted website and content • Consolidation and close-down of 5 global repositories
• 2 new unique T-Shirt designed and delivered • 1 new special beer brewed (and limited delivered)
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Additional Benefits: Much better Search
Expertise Discovery
Personalized Recommendations
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Additional Benefits
! Meaningful PBL’s
! Trend discovery (Tag Cloud)
! Dynamic Expertise and Skills discovery
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Social Business Summary
BID Mngt. Product Crea/on Market Sell Deliver Support
Enterprise Social Collabora/on -‐ secure – scalable – compliant Social -‐ Capabili/es – Graph -‐ Adop/on
Business Applica6ons metrics metrics metrics metrics metrics
WIIFM
Social Insight
WIIFB
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Ø Social Business Strategy (WIIFB) Ø Social Value Modeling (WIIFM) Ø Social Product Strategy
Can we help you?
http://socialadoption.com
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@Apéro
@peterreiser
facebook.com/reiser2.0 linkedin.com/in/peterreiser
Thank you
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