Social Inside Strategy

<Insert Picture Here>CAS IT Management FHNW OltenSocial Inside Strategy Peter H. Reiser Social Business Evangelist

Oracle Safe Harbor StatementThe following is intended to outline our general product direction. It isintended for information purposes only, and may not be incorporated intoany contract. It is not a commitment to deliver any material, code, orfunctionality, and should not be relied upon in making purchasingdecisions.The development, release, and timing of any features or functionalitydescribed for Oracle’s products remains at the sole discretion of Oracle.

Enterprise 2.0 / Web 2.0 ??????File systems, Databases, Websites, BI, Applications, Exchange

The Customer Experience Lifecycle PURCHASE! RECOMMEND! 4! 8!SELECT! 3! BUY! OWN! 7! MAINTAIN! Market & Sell ! Support & Serve! 1! 5! 2! 6! RESEARCH! NEED! RECEIVE! USE!

The Customer Experience Lifecycle PURCHASE! RECOMMEND! 4! 8! Social SELECT! 3! Social ! 7! MAINTAIN! ! Support & Serve! ! ! Market & Sell 1! Inside ! Outside ! 5! 2! 6! RESEARCH! NEED! RECEIVE! USE!

Web 2.0 Paradigm Shifts!  Web centric ! People centric Web 1.0 Web 2.0

Web 2.0 Paradigm Shifts!  Web centric ! People centric!  Pull and push ! Mash-up Web 1.0 Web 2.0

Web 2.0 Paradigm Shifts!  Web centric ! People centric!  Pull and push ! Mash-up!  Downloads & ! Social Value hits Web 1.0 Web 2.0

Web 2.0 Paradigm Shifts!  Web centric ! People centric!  Pull and push ! Mash-up!  Downloads & ! Social Value hits!  Read-only !  Read/Write Web 1.0 Web 2.0

Cultural Paradigm Shifts!  Know-How !  Know Who knows how Old World New World

Cultural Paradigm Shifts!  Know-How !  Know Who knows how!  Knowledge is ! Sharing is Power Power Old World New World

Cultural Paradigm Shifts!  Know-How !  Know Who knows how!  Knowledge is ! Sharing is Power Power!  Communication ! Communities Old World New World

Companies with lowlevels of employeeengagement have totalshareholder returnsthat are lower than theaverage by28% Source: Trends in Global Employee Engagement, Aon Hewitt, 2011

Organizations with highlevels of employeeengagement outperformthe total stock marketindex and post totalshareholder returns thatexceed the average by22% Source: Trends in Global Employee Engagement, Aon Hewitt, 2011

Web 2.0Its about peopleand communities and social value

The Enterprise Communities dilemma Communities are a Business View “good thing” BUT... ! What is the business case ? !   How do measure success ? !   How to integrate communities into our existing business processes ? ! What is the RoI? Users View ! I am too busy to sharing my content !   My time is better spent generating revenue !   (My knowledge is power) ! What is in it for me (WIIFM)?

Social Inside Strategy1.  Socialize your Business Process2.  Measure your Social ROI3.  Engage your employees trough Social Adoption

Socialize your Business Processes

Socially Empowered Business from Content Silos toProduct Market Sell Enterprise Social Support Deliver BID Mngt.Creation Collaboration Social Collaboration integrated in Core Applications Enterprise Social Collaboration - secure – scalable - compliant

Conversationalize Your Processes Example: The Sales Team’s View of The World Enter Qualiﬁed? Closed? Opp’t’y Bid Sale Invoice Lead Listen to Verify with Price Create Approve Sell to Customer Engineering Bid PresentaCon with Manager Customer

Oracle Social Network Collaboration in Context Accelerates Success

Measure your Social ROI

Measureable Social ROI from Anecdotal toProduct Market Sell Facts and FiguresSupport DeliverCreation BID Mngt. ROI based on Business & Social Metrics Enterprise Social Collaboration - secure – scalable – compliant

Social Inside ROI can be measured Example: Social Re-Use versus Win/Loss Rate and SellProject Margin Product Market BID Mngt. Deliver Support Creationmetrics metrics 15% higher Win 20% higher Margin metrics Rate Enterprise Social Collaboration - secure – scalable – compliant

Use case example: Sun Microsystems Re-Use of Content in Opportunity Management and Project Delivery

Re-Use of DocumentsEnterprise Community and Collaboration Framework (AIM KMS & SunSpace) Project 3 Re-Use Project 1 Project 2

Re-Use compared to Win Rate and MarginProduct Opportunity BID BID Delivery SupportCreation Mngt. Mngt. Forecast Win Rate Margin Enterprise Community and Collaboration Framework (AIM KMS & SunSpace)

RoI on Communities (Sun Microsystems) Ø  Up to 14 % better win rate Ø  Up to 20% higher project margin

ROI calculation!  Revenue : 11’000 Millions!  80% of projects in AIM KMS: 8’800 Millions!  15 % average Re-Use: 1’320 Millions!  Average win rate improvement : 10 %ROI: 132 Millions incremental revenue

Social & Business Value per DocumentSocial Values Business Values!  Downloads Wins!  Ratings Revenue!  Re-Use Hours saved

Engage your employees trough Social Adoption

How to build vibrant communitiesCommunity 1 Community 2 Community n Any internal or external community Value System “What is in it for Me “ Methodology Adoption Architecture Architecture Scalable Enterprise Architecture

Architecture Community 1 Community 2 Community n Value System Methodology Architecture

Technical Architecture Widgets My My My My My My My Contributio Equity CommunitieShare Tags Skills Social ns s Web Services Community Services Attach FeedCommunity Wiki Tagging Blog Equity ment Rating Social Search Registry Comment Ontology Bookmark Graph Security & Entitlement Services (IdM)

Architecture Community 1 Community 2 Community nIf You Value Systemit, Will BuildThey Come? Methodology Architecture

Methodology Community 1 Community 2 Community n Value System Methodology Architecture

Community Methodology MMFI – Make Me Feel Included What is the common cause ? Do you listen to me? Do you understand me? MMFV – Make Me Feel Valued Can I trust you? Do you trust me? Do you value me? How ? WIIFM – What Is In it For Me Can you provide what I need any time, anywhere on any device?

Value System Community 1 Community 2 Community n Value System Methodology Architecture

Social Value / WIIFM•  Social reputation•  Who can I trust?•  What is my value?•  What is in it for me?

Community EquityCONTRIBUTION PARTICIPATION EQUITY EQUITYAttachments Rate Wiki Comment Blogs Re-use IP CQ+PQ+SQ+RQ TagsSKILLS EQUITY Personal ROLE EQUITY Equity Enterprise Business User ProjectsSkills Rating Formal Training Informal

How it works Social Equity Activities Me Contribution create modifyPerson Equity TagInformation Equity PeopleCommunity Equity Participation view rate comment Re-use Sum of Value Value per Activity Actors

Tag EquityInfo 1 Info 2IQ=10 IQ=20 Java Ruby TQ=30 TQ=20

Tag EquityInfo 1 Info 2 Info 3 Info 4IQ=10 IQ=20 IQ=30 IQ=40 Java Ruby TQ=60 TQ=60

Tag Equity TQ(Java)=30 TQ(Java)=30 TQ(Ruby)=20 TQ(Ruby)=40Info 1 Info 2 Info 3 Info 4IQ=10 IQ=20 IQ=30 IQ=40 Java Ruby TQ=60 TQ=60

User Benefit (WiiFM)!  Social Ranking!  Recognition (Incentive)!  Expertise and Skills discovery

Benefit Example: Enterprise Search Expertise Discovery Personalized Recommendations

Thanks !•  peter.reiser@oracle.com•  http://blogs.oracle.com/peterreiser•  http://twitter.com/peterreiser

Social Inside Strategy

by Oracle WebCenter on Aug 24, 2012

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