2.0 Adoption in the Enterprise - The Before

Housekeeping • This webinar is being recorded • For assistance during the call • Press *0 to reach a ReadyTalk operator • Your lines are muted • Please ask questions via the chat window • We will address questions at the end of the presentation • After the webinar • A copy of the presentation slides will be sent to you © Copyright 2010 2.0 Adoption Council. All rights reserved. 2

Webinar Series • NewsGator is sponsoring a 4-week webinar series exploring adoption strategies and tactics from representative members. • January 28th Webinar #1: Social Computing Adoption in the Enterprise "the Before" - learn how to best develop the business case, gain buy- in, select technology and establish the team • February 4th Webinar #2: Social Computing Adoption in the Enterprise "the After" – gather best practices on implementation, policy formation, training, and community management • February 11th Webinar #3: EMC Enterprise 2.0 Case Study • February 18th Webinar #4: Raytheon Enterprise 2.0 Case Study © Copyright 2010 2.0 Adoption Council. All rights reserved. 3

Agenda  Introduction  The Change Management Approach (MetLife, Swiss Re)  The “Groundswell approach” (Alcatel-Lucent)  Questions and Answers © Copyright 2010 2.0 Adoption Council. All rights reserved. 4

Introduction • The 2.0 Adoption Council is a member-driven peer forum of business and IT leaders from large organizations currently engaged in various stages of 2.0 adoption. • Presenting members for today’s webinar, “The Before” include: – Bruce Galinsky, Director IT, MetLife – Anu Elmer, Senior Communications Consultant, Swiss Re – Greg Lowe, Social Media Architect/ Strategist, Alcatel-Lucent © Copyright 2010 2.0 Adoption Council. All rights reserved. 5

The Change Management Approach • Assess organizational readiness • Develop a strategy • Sponsorship and team building • Develop the change management plan • Lessons learned © Copyright 2010 2.0 Adoption Council. All rights reserved. 6

Assess Organizational Readiness • Select the assessment team – Consultants, employees, or both? • Identify assessment targets • Develop assessment criteria – Evaluate process and culture “culture eats process for lunch” – Identify current “pain points” – Technology  What’s in place now?  Potential for “platform zealots?” – Other stakeholders  Legal, compliance © Copyright 2010 2.0 Adoption Council. All rights reserved. 7

Develop a Strategy • Tie it to the company’s business strategy: e.g., increase collaboration, innovation; reduce costs through less duplication; increase quality and speed of decision making; increase employee engagement etc • Start small: do not roll-out a fully-featured solution to everybody. Start with a small subset of employees. Use them as the pilot test case and your success case. • Set targets and track metrics: these help show usage and adoption. Use the metrics to justify continued funding and ROI. • Create a business case that includes a well thought out budget that makes sense for your company. • Strong evangelists who know what they are talking about. Embrace early adopters. • Refer to case studies of successes at other companies • Position it as “a business platform,” avoid the “S” word (Andrew McAfee) • Decommission outdated tools; develop business case for integration: e.g., traditional KM solutions © Copyright 2010 2.0 Adoption Council. All rights reserved. 8

The Business Case • Identify your use cases • Specify your internal and external resource requirements – Don’t underestimate – management needs to understand • Specify all of your costs – resources, software, hardware, support • Be careful about specifying hard ROE/ROI • Develop a metrics plan – Adoption, Satisfaction, Quality, Efficiency © Copyright 2010 2.0 Adoption Council. All rights reserved. 11

Sponsorship & Team Building Sponsorship and Buy-in • Get executive sponsors officially on board –both on business and IT side • Present a clear business case and position it as business tool • Be prepared to answer questions about key risks Project Team • Cross-functional, relatively small core team • Find advocates for the pilot phase, virtual support network • Clear roadmap Technical Proof of Concept Continue Pilot Pilot Phase ! Global Rollout Global Adoption ! Global Rollout Preparation ! Q1/2009 Q2/2009 Q3/2009 Q4/2009 © Copyright 2010 2.0 Adoption Council. All rights reserved. 12

Start Small – Sample Plan Con:nue pla@orm as pilot Global Technical Proof of Pilot Phase Access to Global Adop:on Concept Pla@orm Prepara:on for Global Rollout  Business Case & Requirements  Establish produc5on infrastructure  Regular Metrics  Deﬁne Pilot Communi5es & User  Finalize opera5ons concept  Promote Business Segment Use Cases  Finalize legal and compliance check  Recruit Advocates  Communicate  Implement support structure Success Stories  Deﬁne Pilot Phase Support  Plan communica5on  Addi5onal training  Establish Metrics & Results, Surveys  Prepare introduc5on / training material for community  Legal Check –Ini5al PlaHorm Policy managers  Plan decommissioning of outdated tools  Develop Rollout Concept  Demonstrate mgmt support  Integrate Applica5ons (e.g. Employee Directory, Instant Messaging)  Service Provider Agreement with Vendor  Change Management & Internal Communica5ons  Regular reports to Sponsors Q1/2009 Q2/2009 Q3/2009 Q4/2009 © Copyright 2010 2.0 Adoption Council. All rights reserved. 13

Change Management Plan • Developing a simple governance, process, guidelines collaboratively with pilot participants • Execute an effective communication plan by matching topics with appropriate channels. • Design an intuitive and closed feedback process • Include quantitative and qualitative metrics in our success measures • Execute an incentive program to increase user adoption and participation • Refine performance management criteria with HR • Define appropriate controls and guidelines for sharing within Legal, Risk, and Audit • Plan for integrating with other related systems to improve workflow effectiveness © Copyright 2010 2.0 Adoption Council. All rights reserved. 14

Lessons Learned • Evolution not Revolution REVIEW • Don’t get backed into hard deadlines • Target core business functions, that is where the biggest lever is • Craft a key message i.e – “Need to know” to “Need to share” • Ensure visible executive support and endorsement • Embrace ALL early adopters © Copyright 2010 2.0 Adoption Council. All rights reserved. 16

Groundswell Approach Alcatel-Lucent Fall 2008 70,000+ Employees 130 Countries/500+ Locations Teams spread globally Plethora of Collaboration tools No budget for Enterprise 2.0 programs © Copyright 2010 2.0 Adoption Council. All rights reserved. 17

Phase 1 – Getting Started • Shoot the gaps • Open it to everyone who is interested • Be open with the risks • Be informative and lead • Do it EVERY day • Make it about your users • "What do we use this thing for?" © Copyright 2010 2.0 Adoption Council. All rights reserved. 18

Phase 2 – Mainstream Adoption Next Steps • Keep the conversations going • Be Provocative • Educate outside the tool • Seek that executive that believes in this stuff First Execu:ve Men:on in an All • Be Patient hands call • Try new things © Copyright 2010 2.0 Adoption Council. All rights reserved. 19

Preparing for More Formal Programs Judging Success • Measure, measure, measure • Ask why people are participating. What is the value they see? • Walk away for a day, see what happens • Use this groundswell to springboard bigger initiatives using traditional methods © Copyright 2010 2.0 Adoption Council. All rights reserved. 20

Engage. Evangelize. Empower. www.20adoptioncouncil.com

Webinar Series • NewsGator is sponsoring a 4-week webinar series exploring adoption strategies and tactics from representative members. • January 28th Webinar #1: Social Computing Adoption in the Enterprise "the Before" - learn how to best develop the business case, gain buy- in, select technology and establish the team • February 4th Webinar #2: Social Computing Adoption in the Enterprise "the After" – gather best practices on implementation, policy formation, training, and community management • February 11th Webinar #3: EMC Enterprise 2.0 Case Study • February 18th Webinar #4: Raytheon Enterprise 2.0 Case Study © Copyright 2010 2.0 Adoption Council. All rights reserved. 23

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2.0 Adoption in the Enterprise - The Before

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