How Social Networking Can Drive Innovation and Improvement in an Organization

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How Social Networking Can Drive Innovation and Improvement in an Organization - presentation by Patricia Farley to ASQ Tampa (May 2010)

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  • How Social Networking Can Drive Innovation and Improvement in an Organization

    1. 1. How Social Networking Can Drive Innovation and Improvement in an Organization by Patricia Farley American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    2. 2. Topics Overview The Tools Fad or Future? Benefits Case Study Get Started Comments and Discussion American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    3. 3. American Society For Quality, Tampa/ St. Petersburg Section, March 2010 Given: •Team Building •Teamwork •Improvement •Innovation Discuss: •Communication within an organization
    4. 4. Today’s Tools • Groups (Portals)/ Blogs • (Secure) Social Networks American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    5. 5. Groups (Portals), Blogs Conversation Agent, Valeria Maltoni • To me, static and often stale Web sites have been in dire need of evolution for a long time. • Content formats shared in social media and networks suit the way we evaluate, talk, and socialize our decisions. • Content … when it's activated with engagement. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    6. 6. American Society For Quality, Tampa/ St. Petersburg Section, March 2010 Group Example
    7. 7. Social Networks Micro blogging- a sentence or two- very short Connecting with people you know and don’t know Happening in Netcentric work environments American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    8. 8. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    9. 9. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    10. 10. American Fad or the Future? • 79% of American adults used the internet in 2009 (67% in Feb. 2005) • 46% of online adults use a sns (8% in Feb. 2005) • 1 in 10 internet users has a blog (about 30 million blogs in the US) American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    11. 11. Senior Involvement • 17.5 million senior users in November 2009, a 55% increase in past 5 years • Overall, the number of unique visitors who are 65 or older on social networking and blog sites has increased 53% in the last 2 years American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    12. 12. American Society For Quality, Tampa/ St. Petersburg Section, March 2010 Building relationships …humanizing the interaction with your company through conversation
    13. 13. Benefits What motivates people? Human need to be heard and to connect with others It is the desire to make a difference, to influence the world around us Encourages the shy types to contribute American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    14. 14. Companies can now use “technologies of connection” to tap the potential contribution of all their staff. In a networked world, it is possible to unleash the power of many as never before. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    15. 15. Benefits The Deloitte Center for Network Innovation • helps government and industry • overcome silos that impede service delivery American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    16. 16. Benefits … adopting new strategies and activities is essential to competitiveness American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    17. 17. American Society For Quality, Tampa/ St. Petersburg Section, March 2010 •Launch in September 2008 •Dubbed "Twitter with a Business Model" •January 2009 the New York Times named Yammer one of "Nine websites IT pros should master in 2009." •Now boast over 60,000 companies
    18. 18. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    19. 19. Group (Portal)/ Blog • Geographic distribution • Many players • Need for answers and visibility • Streamlined process • Before and After models American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    20. 20. Communication Model Before ? ? ?
    21. 21. Communication Model After NEW INFORMATION PAST INFORMATION
    22. 22. Portal solved these issues: Technicians with same problem, could not readily share answers nor create history (shared knowledge) Engineers (and others) were answering individual requests, too much duplication Parts team and sourcing (or others) were often not in the loop Conference calls were ineffective American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    23. 23. Getting Started • Features • Factors • Participation Policy American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    24. 24. Features Instead of building a site around an organization chart, build the context around customer needs in two areas of browsing: (1) search - for answers (2) sharing - of stories American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    25. 25. • Technical infrastructure, information risk, information management • Non-technical organization, governance, people, leadership. Factors American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    26. 26. Participation Policy Can be as simple as: • be helpful • be in conversation • connect ideas and people American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    27. 27. Additional Pointers for Getting Started • Follow the passion - for the business, the work, the company and brand • Find the touch points of opportunity - people on the front line, in contact with customers • Activate internal collaboration - chats, common tools, sort of like the company's water cooler • Check LinkedIn and social networks to see who participates already at personal level • Build internal networks and let those voices emerge American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    28. 28. Thanks very much! Contact Information: tf4quality@hotmail.com Find me on Linked In or Twitter American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    29. 29. Reference Sources (used in this presentation) 1. Amanda Lenhart, “The Democratization of Online Social Networks: A look at the change in demographics of social network users over time,” 10/8/2009 http://www.pewinternet.org/Presentations/2009/41--The-Democratization-of-Online-Social- Networks.aspx (All the stats on slides for number of users, except seniors) 2. Nielson Corp. January 22, 2010 http://blog.nielsen.com/nielsenwire/global/led-by-facebook-twitter-global-time-spent-on-social-med (All charts) 3. Nielson Corp. November 2, 2009 http://blog.nielsen.com/nielsenwire/consumer/a-pocket-guide-to-social-media-and-kids/ (Quote Giving Voice) 4. Nielson Corp, December 10, 2009 http://blog.nielsen.com/nielsenwire/online_mobile/six- million-more-seniors-using-the-web-than-five-years-ago/ (Stats for seniors) American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    30. 30. 5. Patty Wight for NPR News “Twitter over updated sweethearts candy” Feb 13, 2010 http://www.npr.org/templates/story/story.php?storyId=123692147 6. Ross Dawson, “The Big Shift in economic structure and why knowledge flows are becoming a fundamentally important business driver“ October 5, 2009 http://rossdawsonblog.com/weblog/archives/2009/10/the_big_shift_i.html (technologies of connection quote- to tap, etc) 7. Deloitte http://www.deloitte.com/view/en_US/us/Industries/US-federal-government/center-for- cyber-innovation/What-is-Netcentricity/index.htm 8. Valeria Maltoni, “How to Develop a Content Strategy Process (for your blog)” http://www.conversationagent.com/2010/01/how-to-develop-a-content-strategy-process.html? utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+ConversationAgent+ %28Conversation+Agent%29 9. Wiki http://www.wiki.com/whatiswiki.html 10. Bruce Nussbaum, “America is Losing Its Innovation Edge” November 15, 2009 http://www.businessweek.com/innovate/NussbaumOnDesign/archives/2009/11/american_is_los. html (all the gen Y statements) 11. From Linked In Group: Supply Chain Today (Quotes on benefits of groups) American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    31. 31. Youth, Our Future Employees • 65% of teens 12-17 use online social networks (Feb 2008) • Gen Y is a Learn-Share-Make generation • Comfortable with a Design Thinking-type of collaborative, iterative, generative paradigm necessary for innovation American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    32. 32. Global Look
    33. 33. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    34. 34. American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    35. 35. WIKI • Edit live • “Moderated wiki" • Swap ideas and information • Increases creativity, expertise, and productivity • Wikis end the waste of communication breakdowns— • Wikis get everyone “on the same page.” American Society For Quality, Tampa/ St. Petersburg Section, March 2010
    36. 36. American Society For Quality, Tampa/ St. Petersburg Section, March 2010 WIKI Example
    37. 37. Case Study American Society For Quality, Tampa/ St. Petersburg Section, March 2010 Training Corrective Actions Improvements Process review Document review Conference Calls
    38. 38. My WIKI Page Materials from training sessions Conference call transcripts Audit forms Links to information sites Every unit given their own page Directories of team members, resources Drawbacks American Society For Quality, Tampa/ St. Petersburg Section, March 2010

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