Social Software Is About People and Business Process


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This presentation highlights two of the most important aspects of social software: 1) focusing on the people that create and share the content, 2) using new features to enhance existing business processes. Two customer case studies (GT Nexus and Hayes Knight) are presented to provide examples.

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Social Software Is About People and Business Process

  1. 1. Socialtext Social Software:Bringing People and Context to Enterprise Content Alan Lepofsky Director of Product Marketing @alanlepo
  2. 2. In The Flow Of WorkPut people front and center Enhance business processes
  3. 3. “Social” Is All About “People”
  4. 4. Discover People and ContentProfiles provide information about expertise and business connections Easily discover the most active people and contentThe activity stream providesupdates of what people are discussing and working on
  5. 5. Case Study: GT NexusChallenge: Supply chain companyhas complex processes, technologyand locations in U.S., Europe andAsia The Grid is our central nervousSolution: The Grid , Intranet onSocialtext. system. Every time someone plans to send an e-mail or completes aEmployees share and update best phone call, I want them to askpractices, technical product themselves: Could someone elseknowledge, and key sales & benefit from this information?marketing materialsBenefits: GT Nexus servescustomers more efficiently, responds John Atherton, VP Strategic Consulting & Chiefto change faster, and captures Knowledge Officer, GT Nexusvaluable institutional knowledge
  6. 6. Sharing Knowledge and Making Connections
  7. 7. Types of KnowledgeThere are several different needs, in addition to sources of knowledge… Internal 1. Internal Consumption" à knowledge for our employees: how to implement, how to sell, how to support, how to build, etc. 1 Employees 2. External Push à knowledge aimed at our external constituents: release notes, training, how-to guides, RFP responses, demos etc. 2 3 3. External Pull à knowledge gained from our external community: understanding business process, value attainment, new product areas, Customers etc.Prospects 4 Partners 4. External Exchange à knowledge shared Analysts Vendors amongst the external community members via blogs, discussion groups, networking, etc. External
  8. 8. Case Study: Hayes KnightWho they are: Accounting firm withnine offices across Australia andNew Zealand.Business Case: Clients useKnowledgeShop service to query “The speed with which we’reHayes Knight accountants on answering questions has beencomplex tax, audit and accounting cut in half. This allows us toissues. serve our customers faster and more consistently.”Business Challenge: Accountantsrespond to redundant or similarquestions, and need to leveragetheir knowledge and colleagues to Hayes Knight CTO Jack Pedzikiewiczserve customers faster.
  9. 9. Improving Customer Service 1. Client enter questions in web-based KnowledgeShop Ex: a question on capital gains 2. In a customer service rep assigns the question to the proper Socialtext group3. In Socialtext, members of theaccount team see the message andthen work together on the answer4. The answer is then passed back and to the customer
  10. 10. In The Flow of WorkPeople content For more information visit www.socialtext.comProcess