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Taking the Training Wheels Off Social Software
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The Shift From Sharing To Getting Work Done ...

The Shift From Sharing To Getting Work Done

Over the last few years employees have slowly grown accustomed to using social software at work. Actions such as posting status updates, sharing links to web sites and publishing personal blogs have provided great starting points for getting people engaged, but now it's time for employees to start using social software to help Get Work Done. In this session we'll discuss the growing trends of using social tools for task/project management and integration of social elements into core-businesses process. You'll hear how departments such as Human Resources, Marketing and Support can use social technologies to improve the way people work. Topics will include social/workforce analytics, social media monitoring, mobile devices and gamification. It's time to take social software from a tool for sharing to a key contributor of company success.

Presented at E2Conf Boston by
Alan Lepofsky and Yvette Cameron of Constellation Research

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  • Full Name Full Name Comment goes here.
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  • DataStax, yes they are standalone, but showing them as integrated is actually a step up, as I feel integration is better. I'll try and make that clearer in my report.
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  • Thank you Johnt. It's hard to keep up with every vendor, but I try.
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  • Sparqlight IS standalone as well. It's activity stream is easily as full featured and useful as Yammers. Thanks.
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  • Thank you John.
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  • I've seen a screenshot of Tibbr's upcoming tasks module

    I seem to recall fMYi also had task management
    http://www.fmyi.com/tour/pages/
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  • The image is being used via Creative Commons: http://www.flickr.com/photos/prawnpie/150930019
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  • So, discovering information about people is nice, but now start to layer in what those people are doing.What they are reading or writing.Questions they are asking.Ideas they are sharing.Photos and videos.
  • With all these people creating all this content, we need ways to interact with it all, which leads to what I call “the new verbs”The new verbs are actions like bookmark, like, +1, share, retweet.These actions make it simple to put your stamp of approval on objects, inform the owners or creators that you approve.These simple gestures make it easy for people to get a sense of what is popular and what is now.For example, a blogger can now easily tell which posts people liked and shared with others.You don’t get that type of social analytics with email!
  • The image is being used via Creative Commons: http://www.flickr.com/photos/didmyself/6530389351
  • The image is being used via Creative Commons: http://www.flickr.com/photos/gre/130267790/
  • The image is being used via Creative Commons: http://www.flickr.com/photos/kyknoord/5333012356The image is being used via Creative Commons: http://www.flickr.com/photos/generated/501445202
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  • The image is being used via Creative Commons: http://www.flickr.com/photos/atoach/6014917153/Walled gardens are not necessarily bad.Work gets done in enterprise applications, despite being “silos”. Sales gets done in sales toolsMarketing gets done in marketing toolsDevelopment gets done in development tools, etc.Let’s add social to those, not that to social
  • https://www.youtube.com/watch?v=cDNl91C9NcIhttp://www.aug.st/ August Video Production (South Africa) - Francois BothaIntegrate customer records (CRM) + project status (tasks) + invoicing
  • Redefining Customer Engagement Lifecycle
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  • Gambit of services from social media monitoring, to external communities, to marketing campaign management, to analytics, to full customer serviceStartups to huge vendorsIBM = Cognos and UnicaSalesforce = Radian6Oracle = RightNowSAP = NetbaseHP = Autonomy

Taking the Training Wheels Off Social Software Presentation Transcript

  • 1. 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.      
  • 2. We’re  not  promo+ng  specific  vendors   Why  didn’t   they  men/on   me?  h<p://www.flickr.com/photos/jeffweston/2572155331   2  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 3. What We’re Going To Discuss Today Sharing,  Transparency,   GeQng  Work  Done   Discovery   Core  Business  Processes  SOCIAL©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.       3  
  • 4. Enterprise Software Is Different 4  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 5. “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.      
  • 6. “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.      
  • 7. 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.      
  • 8. 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.  
  • 9. Connect People With The Right… You   Communities Colleagues Content 9  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 10. Increased Engagement - The New Verbs 10  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 11. But  the  goal  is  not   just  sharing…  it’s   GeQng  Work  Done   11  h<p://www.flickr.com/photos/didmyself/6530389351      ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.  
  • 12. 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.      
  • 13. 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.      
  • 14. 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.      
  • 15. 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.      
  • 16. Level  2   Embedding Streams In Other Sites • Intranet   • Blog   • Webpage   16  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 17. Level  3   SAP Business Intelligence & StreamWork 17  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 18. A  ShiJ  Is  Taking  Place   18  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 19. 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.      
  • 20. Level  4   Ex: SAP CRM and StreamWork 20  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 21. Level  4   Integration With Invoicing Collabora+on  +  CRM  +  Task   Management  +  Invoicing  Video:  h<ps://www.youtube.com/watch?v=cDNl91C9NcI   21  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 22. Level  4   Collaboration In Context 22  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 23. Level  4   Redefining  Customer  Engagement  Lifecycle   23  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 24. Level  4   Social  Media  Monitoring  &  CRM   24  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 25. 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.      
  • 26. 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.      
  • 27. 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.      
  • 28. Native Social within Niche Solutions 28  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 29. Integrated with Social / Social Apps +   +   29  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 30. Native Social Collaboration within the Suite 30  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 31. h<p://www.flickr.com/photos/didmyself/6530389351   31  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 32. Are  you  unsure  of  what  to  do  next?   h<p://www.flickr.com/photos/theevilmightyf/2717934672   32  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 33. Social Task Management 33  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 34. 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.      
  • 35. Simple Task Assignments 35  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 36. 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.      
  • 37. Integrated With Social Software • Now  more  people   can  see  the  task,   and  par/cipate  in   the  events  around   it.  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.       37  
  • 38. Core Platform Feature • Integrated   directory  (people   and  groups)   • Link  to  pages/files   • No  context   switching  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 39. Core Platform Feature 39  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 40. Resource Planning/Management Tools 40  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 41. 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.      
  • 42. Where  To  Next?   h<p://www.flickr.com/photos/visualpanic/ 2695165112  h<p://www.flickr.com/photos/visualpanic/2695165112   42  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 43. The  Next  Genera+on  Marke+ng  Experience  h<p://www.flickr.com/photos/pulpolux/335754959   43  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 44. Next  Genera+on  Commerce/Payments  h<p://www.flickr.com/photos/29487767@N02/3338900345/   44   ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 45. 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.      
  • 46. Thank  you   Alan  Lepofsky   @alanlepo   Yve<e  Cameron   @Yve<eCameron   San  Francisco  |Andalucia|  Belfast  |Boston  |Brussels  |  Chicago  |  Colorado  Springs  |  Cuper/no  |  Cyprus  |  Denver|  Geneva  |  Irvine  |  London  |  Los  Angeles       Madrid  |  New  York  |  Pune  |  Sacramento  |  Salt  Lake  City  |  Santa  Fe  |  Santa  Monica  |  Sea<le  |  Sedona  |  Sydney  |  Tokyo  |  Toronto  |  Washington,  D.C.    ©  2010  -­‐    2012  Constella/on  Research,  IInc.      All  rrights  rreserved.         – 2012  Constella/on  Research,   nc.   All   ights   eserved.   www.ConstellationRG.com
  • 47. Customer Relationship Management" " Customer Experience" " Social Marketingh<p://www.flickr.com/photos/mytudut/5188623575/   47  ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.      
  • 48. 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.      
  • 49. ©  2010  -­‐  2012  Constella/on  Research,  Inc.    All  rights  reserved.       49  
  • 50. 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.