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Enterprise 2.0 Black Belt Workshop: Mitigating Real or Perceived Risks

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The 2.0 Adoption Council Enterprise 2.0 Black Belt Workshop: Mitigating Real or Perceived Risks by Kevin Jones & Bart Schutte @ Enterprise 2.0 Conference Boston, June 2010

The 2.0 Adoption Council Enterprise 2.0 Black Belt Workshop: Mitigating Real or Perceived Risks by Kevin Jones & Bart Schutte @ Enterprise 2.0 Conference Boston, June 2010

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  • 1. Mitigating Real or Perceived Risks A Pro-active Approach for Dealing with Naysayers and Critics) Bart Schutte and Kevin Jones © Copyright 2010 2.0 Adoption Council. All rights reserved.
  • 2. Presenters Bart Schutte Kevin Jones  Director, Web &  Social Media Strategist, NASA / Architecture, Saint-Gobain MSFC  Schutte.bart@gmail.com  kevin@engagedlearning.net © Copyright 2010 2.0 Adoption Council. All rights reserved. 22
  • 3. Mitigating Real or Perceived Risks A Pro-active Approach for Dealing with Naysayers and Critics)  Tips and techniques for dealing with Naysayers and Critics  Creating and championing policy decisions that support ‘open’  How to be successful in anticipating and addressing real or perceived risks from your key global stakeholders  Mitigating risk by partnering with key stakeholders  How to leverage the combination of reporting, automation and engagement to address concerns (i.e. abuse reporting, etc)  Leveraging community management and user advocates to promote real-time awareness and user supported governance © Copyright 2010 2.0 Adoption Council. All rights reserved. 3
  • 4. What are the risks you see/fear? © Copyright 2010 2.0 Adoption Council. All rights reserved. 4
  • 5. Executive  I want the benefits of – Innovation – Efficiency – Collaboration – Time to market  But I worry about – “Social Software” tools are not serious (we aren’t paid to be social) – These tools will cause people to waste time – How can I control the time people spend using these tools – People will use these tools for non-business activities (how to control) – These tools cost more than the benefit they bring © Copyright 2010 2.0 Adoption Council. All rights reserved. 5
  • 6. HR  I want the benefits of – Being able to attract talent because of the quality of our toolsets – Being able to retain talent because of the quality of our toolsets – Culture-shaping through tools that stress transparency, equality, … – Employee efficiency from effective tools  But I worry about – Personal Data issues – Liability issues around employee data and actions – Fear that people will say things they shouldn’t  politically incorrect  Confidential – People will rail against the company – I will give a communications channel to the workers' councils © Copyright 2010 2.0 Adoption Council. All rights reserved. 6
  • 7. Manager  I want the benefits of – Global coordination – Network-enabled team – Efficiency – Innovation  But I worry about – I will lose the control that comes with hierarchy and owning the communication channel  I own information (this gives me power)  I filter information (this gives me control) – I will lose the automatic credibility and reputation that comes from position – My staff will surpass me in visibility, credibility, reputation © Copyright 2010 2.0 Adoption Council. All rights reserved. 7
  • 8. Employee  I want the benefits of – Greater visibility for myself – Greater access to information; transparency from my company – Greater access to resources, expertise, and information  But I worry about – That what I say and do can be used against me • Content – That what I say and do won’t be used in my favor • Activity Stream – That I will be pressured to participate and judged badly • Presence and if I don’t Usage logs – What others say and post about me, and my ability to • Activity / Reputation control what is said ranking – The tags and ratings others attach to me or my content – That my confidential information will be compromised, made visible © Copyright 2010 2.0 Adoption Council. All rights reserved. 8
  • 9. Perceived and Real Issues Real Issues Perceived Issues  Employee Rights Issues  There is no clear ROI/Business Justification  Personal data protection issues  E20 is a waste of time  Company Liability for – Employee Rights issues  Inappropriate content – Personal Data Protection issues  Accuracy of Information  Control challenge for managers  Participant’s Age or Ability  Confidentiality concerns  Unsupportive Culture  Workers' Council issues  Controlling the content  Information Overload  Employees will abuse system and waste time © Copyright 2010 2.0 Adoption Council. All rights reserved. 9
  • 10. On Issues and Solutions  It’s all about People – Most issues are emotional – regardless of the subject – And while all of these issues are real… – None of them are new  Think, “How do you deal with this situation now? The answer with social software is the same.” – But the speed and ease of web 2.0 makes the risk and the need to address them more urgent  Solutions can be found to all of these issues – The solution will be specific or adapted to your organization based on  Culture  Legal context / global context – Not all issues need to be addressed before you go-live © Copyright 2010 2.0 Adoption Council. All rights reserved. 10
  • 11. Addressing Real Issues Real Issues These issues largely concern HR  Employee Rights Issues and Legal  Personal data protection issues Address them through a governance organization  Company Liability for composed of HR, Communication, – Employee Rights issues IT, and Business (Legal works for – Personal Data Protection issues HR and/or IT)  Control challenge for managers Approach :  Confidentiality concerns  Sit-down with the Legal and HR,  explain to them the context,  Workers Council issues  give examples of what others are doing,  make it their job to take a position on the issues and to implement the policy (this tends to calm their enthusiasm for significant effort) © Copyright 2010 2.0 Adoption Council. All rights reserved. 11
  • 12. Addressing Perceived Issues Address issues directly with Perceived Issues stakeholders  There is no clear ROI/Business  Anticipate the issues (create your list) Justification  Have prepared answers  Refer to the real experiences of others  E20 is a waste of time  Inappropriate content Create and Champion policy  Accuracy of Information decisions that support “Open”  Open means trusting users first and  Participant’s Age or Ability controlling only when the problem has become real  Unsupportive Culture  Evaluate the real risk and potential impact. It is often less than we think  Controlling the content Use senior champions to carry  Information Overload your message of openness  Employees will abuse system and In general : waste time  Use the community to monitor and auto correct  Report on issues that are not sufficiently addressed by the community © Copyright 2010 2.0 Adoption Council. All rights reserved. 12
  • 13. The Legal Context  Global Context – There is no common international law on these issues  What is sensitive data  Obligation regarding workers' councils  Corporate liability – There are regional and bi-lateral agreements – Your company will have to decide how it will address these issues See the 2.0 Adoption Council report on  Workers’ Council Issues “Implementing Enterprise 2.0 Within the European – Rules appear most strict in Germany Union” available for free at Newsgator.com – Any change to work environment or terms of work require Workers’ Council approval (councils are very fragmented, so http://www.newsgator.com/c have to deal with many) ompanyinfo/press/archive.a spx?post=204  Personal Data Protection – Since users post their own information, this is not usually an issue – Logs information that the user does not see cannot be used to gather information on individual behavior or actions © Copyright 2010 2.0 Adoption Council. All rights reserved. 13
  • 14. Managing Correct Behavior  Have a user charter – Always best if existing charter is used – Any new charter needs to be approved by workers councils – Keep rules light, common sense, and avoid “legalese” and “fear”  Employee Rights – Must have ability to correct and request the removal of content – Have a system for raising “whistle blowing” alerts to incorrect behavior – Go overboard in reassuring users – Have clearly stated policies on how participation (or lack of) will not be used in performance evaluations, etc. – Address real concerns about them feeling pressured to participate © Copyright 2010 2.0 Adoption Council. All rights reserved. 14
  • 15. © Copyright 2010 2.0 Adoption Council. All rights reserved. 15
  • 16. Engage. Evangelize. Empower.