getting started with social business
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Slides prepared for client work at socialwrks.comTRANSCRIPT
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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
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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
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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
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Events
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How would you rather work?
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Finding expertise - staff directory, the killer app21
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Finding expertise - social search22
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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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twitter.com/stephenwrks
socialwrks.com/about/newsletter
socialwrks.com/blog
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Thank you
www.socialwrks.com