The Digital Watercooler - Buzz & Business Value of Enterprise Social

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A Microsoft IT view of enterprise social and the journey required to successfully implement it within your organization. Delivered in Los Angeles at Capital Group technology expo, October 2013

A Microsoft IT view of enterprise social and the journey required to successfully implement it within your organization. Delivered in Los Angeles at Capital Group technology expo, October 2013

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  • Mobility & Social Strategic Review #RealWorldITAudience: AllDate: 08/12/13Owner: Karuana Gatimu, Director Strategy & AdoptionDiscovery & Collaboration, MSITKaruanag@Microsoft.com
  • Add customer perspective…Five major factors influence consumer trends around the worldSheryl Connelly, Manager Global Consumer Trends and Futuring at Ford & TED Speaker categorizes them as economics, environment, social, politics and technology.When casting an eye toward the future it is not enough to look at the forces within your own company that are driving your collaboration needs. It is important to understand those forces in the greater context of our world as a whole. Additionally, as we create experiences going forward we must remember that many of our organizations are global in nature. That means architecting experiences based on a North American understanding of culture, internet connectivity and style is limiting. We must look out to other countries where we can see, often times, the bulk of our new customer base. This must be done while not deprecating the experience of those in our traditional markets. This means that architectural, visual and content experiences must be agile and personalized to meet new market demands.
  • Source: ESP for Mobilityhttp://infopedia/docstore/_layouts/PowerPoint.aspx?PowerPointView=ReadingView&PresentationId=/docstore/Repository/ESP%20Customer%20Ready%20-%20Datasheets/ESP%20Sales%20Presentation%20for%20Mobility_FINAL.pptx&DefaultItemOpen=1 KEY POINTSTechnology has become essential to help organizations fuel innovation, realize new efficiencies, and drive business growth. Four emerging megatrends have begun to dominate and change the way organizations use technology: mobility, Big Data, social enterprise, and cloud. At Microsoft, we believe that because these technology trends are highly interconnected, they will be an impetus for change in the way organizations do business over the coming decade. Unlike other major shifts in technology that typically are defined by one predominant trend (such as the introduction of mainframe computing and, later, client/server computing), organizations must address these megatrends simultaneously.
  • This is the essential questions today when focusing on the evolution of the portal:What experience do you want your users to have, on what device. Focus on scenarios and persona’s to prioritize development and/or migrationRecognize that all the information that exists within a portal experience may not be appropriate for the mobile versionLeverage supporting services like Profile, Taxonomy and search to drive personalized experiences, connecting people to the right information at the right time. ==================How do we listen
  • This slide covers the Why and the What of maturing our enterprise social network
  • Timing: 1 minute Key Points:Social technology is growing at an exponential rate.Today’s workforce and customers have high expectations of social technology. Script:There’s a lot of buzz about social media these days, but there’s nothing new about being social. Social is natural and human. It has always been part of how we work and live together and do business. What is new is the way that technology is enabling us to engage one another socially in new ways and on a scale that’s literally unprecedented in human history.And this effect is accelerating. If you look at how long it took various media to reach 50 million users, you can see a clear trend. Radio, for example, reached 50 million users 38 years after it was introduced. With television, it only took 13 years, and the Internet took 4 years. Now, as the world is more and more connected, the pace is even faster. The iPod had 50 million users after 3 years, and Facebook had 100 million after less than 9 months.Social technology may be relatively new from a business perspective, but it’s already a normal part of day to day life for tens of millions of people. Those people are your employees, your partners, and your customers. Through services like Facebook, Twitter, and LinkedIn, they’re accustomed to easily sharing the things they are interested about. They keep up on their friends and neighbors and public figures. They discuss a broad variety of topics. They expect to be able to contribute to the discussion and have their contributions respected.Additional Information:Qualman, Erik. “Social Media Revolution.” Socialnomics.com. May 5, 2010. http://www.socialnomics.net/2010/05/05/social-media-revolution-2-refresh/
  • What is Social? Social De-mystified Key Messages:Being social is human nature - people have always discovered ways to connect with each other, share knowledge, make collective decisions, and collaborate to do big things. This is social. Today, as life becomes busier, more complex, and more global, people are turning to modern social experiences and capabilities to cut through the boundaries of geography, time, and organizational hierarchies and fulfill this basic drive to connect and work together. This pervasive adoption of Social technology is part of a larger transformation driving changes in how we get things done:In the consumer space, social networking is driving changes in customer behavior, leading to the rise of the social customer. The new consumer is ‘always on’ and expects to be engaged in new ways:44 percent of consumers today complain about products and services by social networks, and they are more likely to accept what they hear through social networks over advertising.20 percent of customers who complain by social media expect a response within one hour. This change in consumer behavior is driving a change in the businesses that serve them:65 percent of companies are deploying at least one social software tool today, and the trend is expected to continue as social networking becomes a ubiquitous part of daily work.The social trend is deeply connected with mobility – as workers expect to connect from multiple mobile devices via social and communication tools and remote workers rely on social to stay more deeply connected with their colleagues. By embracing social technologies into the enterprise, CIOs and BDMs alike can have a strategic impact both inside and outside the business. References: Neisser, Drew. “Twelpforce: Marketing that Isn’t Marketing.” Fast Company. May 17, 2010. http://www.fastcompany.com/1648739/marketing-that-isn-t-marketing“Gartner Executive Programs' Worldwide Survey of More Than 2,300 CIOs Shows Flat IT Budgets in 2012, but IT Organizations Must Deliver on Multiple Priorities.” Gartner, Inc. January 18, 2012. http://www.gartner.com/it/page.jsp?id=1897514Gens, Frank. "IDC Predictions 2012: Competing for 2020.” IDC. Doc #231720. December 2011. http://www.idc.com/getdoc.jsp?containerId=231720Qualman, Erik. “Social Media Revolution.” Socialnomics.com. May 5, 2010. http://www.socialnomics.net/2010/05/05/social-media-revolution-2-refresh/  Deleted this high-level strategy message because it seems more appropriate to a broad discussion of megatrends…Don’t want to lose focus on the specific impact of social as part of this broader transformation.The Responsive Organization is built to learn and respond rapidly by optimizing for the open flow of information; encouraging experimentation and learning on rapid cycles; and organizing as a network of employees, customers, and partners motivated by shared purpose. - theresponsiveorg.comChristian Talk Track:Enterprises are embracing the shift from more effective internal collaboration and customer communication, and by gaining deeper insights into and understanding of customers and market opinions.
  • Today:100K users, 18% engagementPartial Yammer/SP integration and alignmentNo completed use casesBasic marketing and communications campaigns

Transcript

  • 1. Presenter: Karuana Gatimu Director, Strategy & Adoption Microsoft IT Topic: The Digital Water Cooler The Buzz and Business Value of Social Collaboration
  • 2. The Digital Watercooler The Buzz and Business Value of Enterprise Social
  • 3. About Me Responsible for internal social collaboration strategy and adoption for Microsoft including apps, social, video and SharePoint. Change Management & Adoption lead on SESIT Service Transformation. Frequent speaker & author on IT as a Services & executing business transformation with SharePoint & other ECM tools Business Solution Architect Technolog y Marketing Business Operations Collaboration Social IT as a Service AIIM certified ECM Practitioner with 20 years experience. Member of SharePoint Top 50, global expert list. Formerly Chief SharePoint Architect & Director, Ecommerce & Marketing Operations for SKECHERS @Karuana USA, Inc. Linkedin.com/in/karuanagatimu Email: KaruanaG@Microsoft.com SharePoint Enthusiast
  • 4. Vision The Discovery & Collaboration Team in Microsoft IT envisions a future where beautiful user experiences drive meaningful connections between people and information. Mission Establish a culture of innovation that delivers connected services for our employees to create Collaboration experiences – showcasing the promise of mobile, cloud and social for customers and partners.
  • 5. Change the World of Collaboration Enable or create Showcases Influence our Products & Services based on where the ―puck is going‖ We are focused on making a measurable difference with customers, partners and ourselves
  • 6. We are dealing with unprecedented internal change in our global organization. These changes impact our innovation, culture, customer relationships and market performance. Acquisitions such as Yammer or Nokia provide us a rich opportunity for success. Times are Changing Role of Leaders Outside-In View
  • 7. 1/2 of companies expect to use internal social network apps Social Mobility up 20% ―Social everything‖ will create a huge integration challenge for enterprise IT 80% of new apps will be distributed and deployed in the cloud Strategic focus on the cloud will shift from infrastructure to application Cloud Sales of smart mobile devices will grow by 20% in 2013, to generate 57% of all IT market growth Analytics Total of all digital data created will reach 4 zettabytes in 2013
  • 8. The Big Questio n Now Personalization & Mobility • Design & Adoption • How do modern experiences land business value? • Globalization • Social & Analytics • Security & Identity • Showcases & Influencing Revenue
  • 9. Strategically Leverage Social for Business Agility Executive Engagement  Drive alignment on key business goals  Expand your reach  Drive a transparent culture Executive Comm plans; Admin training; Roadshow  Experimentation  Organic Growth Change Management  Invest in change  Be consistent  Establish experts Community management; Comm integration; DL migration Real-Time Information Collaborate Showcase  Provide global access  Share at the speed of business  Drive conversation around business scenarios  Collaborate within and between  Create customer showcases  Lead in social innovation for the enterprise Shared content creation; social comm calendar SharePoint, CRM and app integration App strategy; social SDK; select business scenarios Mature our Enterprise Social Network  Business Value  Intentional Change
  • 10. source: socialnomics.com
  • 11. Adoption of modern social tools is transforming business Changes how we work Rise of the social consumer 44% of 20% 65% of companies are Always on -- a response deploying at Consumers use engage via within one hour least one social an average of social media via social media software tool devices every day consumers 46% $ 4.5B YoY growth by 2016* 4 84% of organizations have remote workers % boost in Social 18 productivity % lower Enterprise 51 turnover % faster time 20 to market Benefits Enterprise Social Market expect
  • 12. Enterprise social transforms how we work — seamlessly woven into modern experiences we use every day. It is frictionless, relevant & in-context.
  • 13. Vibrant, active network Engaging content Executive engagement Champion program Social Collaboration Scorecard Social in the fabric of business process design Easy & Ubiquitous In context conversations across user experiences In place engagement Multiple entry points Integrated security Social SDK Training Self Service provisioning Automated governance App and platform integration CRM, Portals, Office Custom app integration Insights from engagement, reach and sentiment analysis
  • 14. Fragmented social experience across SPO and Yammer. No guidance, no governance, and no perceived value. Low adoption. Mixture of curiosity, confusion, and experimentation from employees. Changing processes and offerings. Variable results and understanding. The shift begins. Enterprise social champions across the company. Stable, streamlined processes and automated services coincide with value showcases. Employees recognize clear value from using enterprise social. Tools are optimized for easy self-service. Social delivers measurable business results across the company. Social is part of our DNA, just like Outlook or Lync. Microsoft is Yammer’s best customer. Employees have fully connected experiences. Breakthrough results.
  • 15. Think strategically about your own investments into these experiences and trends. How to push forward our ability to deliver these services. Commit to the future! Exhibit the behaviors of Modern Leadership. Invest in people, process, t echnology to deliver services and modern experiences
  • 16. Yammer Integration Roadmap DiscoverSharePoint.com SharePoint Saturday Events TechnicalCommunity.com