Taking the Training Wheels Off Social Software

Taking The Training Wheels Off Social Software The Shift From Sharing To Getting Work Done! June 2012! Alan Lepofsky! Yvette Cameron! VP and Principal Analyst! VP and Principal Analyst! @alanlepo! @YvetteCameron!© 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

“We need a social business strategy” h<p://www.ﬂickr.com/photos/renedepaula/4473232892/ h<p://www.ﬂickr.com/photos/renedepaula/4473232892/ 5 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

“We need a plan to augment our sales, marke/ng and support processes to meet customer expecta/ons.” h<p://www.ﬂickr.com/photos/neonman/2693639551 6 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

The Future Of Work A conﬂuence of trends are combining to improve the way people work People Process Moving beyond the org chart Internal groups “Social” is connec/ng Business & External communi/es People processes (CRM, HCM, etc.) Work is more transparent Recogni/on/Reputa/on is built in New user experiences Mobile Access Analy/cs / Big Data Applica/on Stores Cloud / In-‐Memory Industry Standards Technology 7 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

There Is Value In The Low Hanging Fruit • Status updates • Sharing links • Asking ques/ons • Documenta/on • Blogs • Community 8 h<p://www.ﬂickr.com/photos/iancarroll/4856006353/ © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

The New Mantra… “Integrate social into core business processes” Yes! But what does that really mean? h<p://www.ﬂickr.com/photos/gre/130267790/ 12 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Business Process Unstructured Structured Sales Human •  Status Updates Resources •  Sharing Marke/ng Supply •  Q&A Chain •  Excep/on Handling Engineering Support/ •  Exper/se Loca/on Service Learning h<p://www.ﬂickr.com/photos/generated/501445202 h<p://www.ﬂickr.com/photos/kyknoord/5333012356 13 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

How Are “Social” Features Implemented? Embedded Experiences Maturity Model Examples: experiences Embedded Level of interac<on provided 3 4 1.  Streams with links 2.  Widgets or embed code that can be added to other sites/tools to other systems Provides links 3.  Streams with ac/ons 1 2 4.  Social interac/ons accessible inside other sites/tools/mobile Variety of access methods Services can be integrated in it, or Both it can be integrated in other services © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Level 1 Stream Level Integration Can help informa/on CRM reach a broad audience Enables discussion Typically just links, not embedded objects ERP Context is lost, as comments are not part of the system of record Contributes to HR informa/on overload h<p://www.ﬂickr.com/photos/smithser/3870653508/ 15 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Integra+on Inside Core Business Applica+ons Does not broadcast to a large audience Informa/on is in context with task No addi/onal tool to use Content is not mixed with other content h<p://www.ﬂickr.com/photos/atoach/6014917153/ 19 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Can It Happen in HCM? •  Recrui/ng •  Onboarding •  Performance & Alignment •  Learning & Development •  Coaching & Mentoring •  Recogni/on & Rewards •  Internal Mobility •  Workforce Planning & Analy/cs 25 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Talent Social Talent Ge`ng Work Done Management Management AUract & Acquire Develop & Mobilize Oracle Taleo Emerald Ssw XPress HR Dovetail Saba Smashfly SumTotal Iden/fied HRSmart ONBOARDING Topyx Outstart CAREER / MeshHire Silkroad Cornerstone Bloomfire Kenexa LEARNING MOBILITY Startuply RECRUITING Enwise n (Infor) Badgestack UpMo Halogen iCIMS Zapoint Blackboard Talemetry Jobvite Lumesse Cornerstone SuccessFactors Jobs2Web (SuccessFactors) PageUp People HireHive SUCCESSION, CSOD SocializedHR TALENT REVIEWS Workday Oracle Halogen Saba Asana Teamly Achievers Zoho Podio Globoforce Saba Ul/mate Peoplefluent PROJECTS / TASKS 7Geese Oracle IBM/Trilogv Basecamp Workday Saba Prodic/vely WorkSimple CoWorkers Kapta Systems Small FEEDBACK, Globoforce Fellowstream GOALS Rypple (SFDC) WorkSimple Improvements REWARDS, Rypple (SFDC) Ul/mate RECOGNITION CubeVibe CubeVibe PERFORMANCE Engage & Align Measure & Reward Vendor inclusion in this lis/ng does not necessarily equate to market leadership 26 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Routes to Getting Work Done Integrated + Niche/Na+ve + + + Suite/Na+ve Vendor inclusion in this lis/ng does not necessarily equate to market leadership 27 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Social Task Management examples Standalone Integrated Na/ve Personal task managers Resource management + Outliers like LiquidPlanner + + Vendors listed does not necessarily equate to market leadership 34 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Stand-alone Task Management • Project/Milestones • Assignments • Commen/ng / Liking / Sharing • Repeats • Dashboards / No/ﬁca/on • Templates • Analy/cs 36 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

What’s Next for Social Task Management? HR: Finance: Performance/ Invoicing/Payment Recogni+on/Reward h<p://www.ﬂickr.com/photos/didmyself/6530389351 h<p://www.ﬂickr.com/photos/teegardin/5737823348/ 41 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Let’s Review •  “Sharing” and/or unstructured processes are a great star/ng point for social features/benefits •  It’s /me to start using social in areas that provide more value, such as the core business process that can help people Get Work Done • The way social features are implemented/integrated can greatly influence their impact/success • Social Task Management can help people Get Work Done h<ps://www.flickr.com/photos/aaronknox/5237937436 45 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Customer Relationship Management Inside your company ques/on/comment CRM Enterprise proﬁles Collabora/on tools Customer Service Marke/ng response 48 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

Social Media Monitoring Maturity Model CRM/ Customer Stand Alone Collabora+on Marke+ng Service •  View dashboard and •  Broadcast events •  Map to contact info •  Sophis/cated assignment reports into Ac/vity Stream about the customer, rules to route events to •  Respond yourself or •  Discuss event access conversa/on the right agent with the manually assign tasks internally before history, purchase right priority to colleagues public response history, etc. •  Determine the right •  Not scalable •  Integra/on with •  Use history to response channel (email, knowledge bases determine response chat, phone, etc) based •  No context about priority, message on rules and customer the customer content, oﬀers, etc. history •  Limited integra+on •  Service Level Agreement with the Customer (SLA) management to Service Reps and help ensure responses business processes occur within speciﬁc around customer /meframes support © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.

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Taking the Training Wheels Off Social Software

by Alan Lepofsky on Jun 20, 2012

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