IBM Social Software at Life Hacking

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LifeHacking Innovation that matters Arjan Radder Geo Sales Leader, EMEA SW IBM Social Software: Lotus Connections December 11, 2007 www.ibm.com/innovation / www.ibm.com/connections

Introducing Social Software & Web 2.0 Social Software in the Corporation Introducing IBM´s Social Software suite: Lotus Connections AGENDA

I am

I can also be found here

I am part of this social community

And of this professional community

I have a virtual identity

And with access to these 4 tools I can answer ANY question in less then 30 minutes Dogear

When I buy something I evaluate it here

And before going to a new restaurant or booking a holiday I always go here

Or here

I blog here

Search and share bookmarks here Dogear

So why is this relevant?

Because 1.3 BILLION people use the Internet today...

And they all use it in the same way, everybody is participating The web has become ´organic´ and is owned by ´us´

The world is increasingly flat

Web 2.0 has changed the world from hierarchies and teams ...

Into networked communities

Web 2.0 technologies are used by 1.3 billion people everyday at home, school and in the office Which of these do you use?

Fact is that even my parents are participating

And that it has become the standard among tomorrow´s workforce

Enough..! So what do all these people do there...? Communicate LEARN Connect Interact Share common interests Participate Evaluate Work together Spark new idea´s Watching others Entertain & get info/entertained

social software empowers you to be more innovative and helps you execute more quickly by using dynamic networks of coworkers, partners and customers.

Thanks to: Web 2.0 and the Corporation, Tuck School of Business at Dartmouth:

Introducing Social Software & Web 2.0 Social Software in the Enterprise Introducing IBM´s Social Software suite: Lotus Connections AGENDA

Businesses are no different...

But business are facing a rapidly changing business environment

Work environments are more complex

Matrixed organizations

Organizational changes

Mergers / Acquisitions

Global companies

Telecommuting / Remote workers

Work is increasingly collaborative

Increased Specialization

Ad hoc projects

More interactions with unknown people

And ´demographic´pressure is increasing By 2016, the number of individuals aged 60-64 in Australia is expected to almost double Source: Beazley, et. al, Continuity Management, Mackay, Alan. “Mature Age Workers: Sustaining Out Future Labor Force.” An Ageless Workforce - Opportunities for Business' Symposium Conference Paper. August 27, 2003. www.ageing.health.gov.au/ofoa/wllplan/aawpapers.htm , Time to act quickly on aging.” The Japan Times Online. August 23, 2002 www.japantimes.co.jp/cgi-bin/getarticle.pl5?ed20020823a1.htm , A. Paulli, “Pension systems and gradual retirement in Italy”, September 2000, p.17 , 19% of the entire American workforce holding executive , administrative and managerial positions will retire in the next five years In the year 2000, there were more people receiving pensions in Italy than people working (22 versus 21 million) ‏ Within the next seven years, 33 million people in Japan (26% of the population) will be over 65 years old

CEO´s are predicting that the next big idea can easily come from outside the company IBM Institute for Business Value , CEO Study 2006 Academia Associations Business partners Competitors Think-tanks Consultants Customers directly Employees Labs and/or other institutions Internal R&D Internal Sales & Service Units 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

More and more organizations are becoming concious and aware of environmental changes

Business travel in Benelux alone cost ± 12 Billion € yearly…

Social Software makes your organization a virtual meeting place and reduces travel expenses

So they also started adopting new ways of mass and organic collaboration www.Goldcorpchallenge.com

125.000 people help Proctor& Gamble with research for cash rewards www.Innocentive.com

The Water Cooler Is Now On The Web “ KPMG set up an alumni network, signing up around 10,000 former and current employees. On the right-hand side, each member has a profile box, just like on Facebook, which they update with photos, information about their job or home life, and a list of contacts. Each member builds a contact list by searching on the service for people who are already signed up or eligible to join. KPMG credits the network with helping it hire 137 former employees, or around 14% of the company's total hires , since the service started, up from 72 people in the three months prior” September 2007

Social Networking: A Time Waster Or The Next Big Thing In Collaboration? “ Hinting at the potential of social networking at work, thousands of employees of Shell Oil, Procter & Gamble, and General Electric have Facebook accounts. A Facebook network of Citigroup employees--only those with Citigroup e-mail accounts can join--has 1,870 users. Procter & Gamble employees use Facebook to keep interns in touch and share information with co-workers” September, 2007

Social Networking: A Time Waster Or The Next Big Thing In Collaboration? “ An InformationWeek Research survey earlier this year found that social networks were used by 48% of companies responding . Uses include viral marketing, recruiting, peer networking, and even emergency coordination and communications” September 2007

IBM used ´facebook´ long before we started selling it Profiles Productivity driven savings of $194M per year

Blogs We host 10,429 total Blogs, Sept ‘07 T hey generate more publicity then our communications department.. IBM érs get feedback from the crowd which can be used to improve our services Enabling every employee to publish and discuss their ideas out in the open 83,580 85,052 35,094 August 2007 60% 60% 65% % increase 50,000 Comments 51,000 Entries 23,000 (67 countries) ‏ Users August 2006

Increased search satisfaction 50% of user searches end with clicks on user-tagged content Dogear Productivity driven savings of $4.5M per year

Based on:

286, 586 average search visits per week

each IBMer saves 12 seconds per search visit today

Share 327,233 public and tagged bookmarks, Sept 2007

And host 900 + communities of many different interests Communities The goal: provide context, develop cultures, and grow capabilities that individuals need to be able to perform effectively

1. Enter the jam; Dive into a forum

You will see a selection of four forums. Each forum is moderated by senior leaders and aligns with an engaging strategic question. You can dive into the forum discussion of your interest.

Once the jam gets going, you can track your own ideas in “My Jam Activity” and facilitators will escalate the best discussions to the “Hot Ideas” area.

2.Recognized experts “set the stage” for the forum

A Jam discussion needs to be focused. Recognized experts set the initial framework for the discussion.

They also issue “Jam Alerts” during the Jam to refine or refocus the discussion.

3. Collaborate on an idea or initiate a new idea

There are several ways to engage with your peers and the company’s leaders in the Jam by reading the ideas and comments they’ve posted.

You can either initiate a new discussion topic or comment and collaborate on an existing discussion thread

It’s easy – just type a subject and then a comment in the boxes shown below and click “ submit .”

This will start a new “thread” in this forum.

4. In the background

IBM’s e-Classifier text-mining tool is used to scan the discussion forums to identify emerging themes and help facilitators and participants quickly grasp the essence — and priority — of the underlying discussions in any forum.

IBM’s SurfAid provides real-time metrics on usage and demographic participation.

Forum participation and discussion is influenced through real-time human intervention by moderators and facilitators, using both e-Classifier and SurfAid data .

Social Software is already at work in IBM Communities IBM Community Map hosts 700 communities. IBM Forums hold 36,000 entries. Blogs IBM’s BlogCentral hosts 27,300 weblogs (420 group blogs) with 62,000 entries and 60,000 comments, and 10,800 distinct tags. Dogear IBM’s internal Dogear system has 185,000 links from 3,425 users. One-third are intranet links and only 2.5% are private. Activities IBM’s internal Activities service has seen all content and usage statistics grow by 2.5x over the second half of 2006 to 10,000 activities, 60,000 entries and 32,000 users. Profiles IBM’s internal BluePages application provided the basis for Profiles. BluePages holds 475,000 profiles and serves 3.5 million searches per week. It is the hub of both user requests and all applications authentication for IBM.

So: From: Web 2.0 and the Corporation, Report

Introducing Social Software & Web 2.0 Social Software in the Enterprise Introducing Lotus Connections AGENDA

Lotus Connections is an integrated social software platform for BUSINESS based on open standards that empowers you to be more innovative and helps you execute more quickly by using dynamic networks of coworkers, partners and customers.

Lotus Connections Bridges People and Information Over 320,000 IBMers work in a highly global and mobile environment. They suffer from information overload in their jobs yet lack visibility to identify overlap, related work, and expertise within IBM. Challenge

Create networks of people despite global and mobile boundaries

Link people to experts quickly to increase the likelihood of project success

Increase the pace of innovation within the company, harnessing the knowledge of employees to improve processes and products, reducing overlap in work efforts of teams

Business Value Lotus Connections was born from IBM’s own need to address these challenges. IBMers can search for others based on skills, geography & more. They can identify related people, projects, & expertise as well as find & track current topics or experts. They can also work collaboratively in informal & reusable activities. Finally, they can reduce global boundaries & discover colleagues in Communities. Solution

Lotus Connections has 5 services Communities Create, find, join, and work with communities of people who share a common interest, responsibility, or area of expertise Blogs Use a weblog to present your idea and get feedback from others; learn from the expertise and experience of others who blog Dogear Save, organize and share bookmarks; discover bookmarks that have been qualified by others with similar interests & expertise Activities Organize your work, plan next steps, and easily tap your expanding professional network to help execute your everyday deliverables, faster Profiles Quickly find the people you need by searching across your organization using keywords that help identify expertise, current projects and responsibilities

A ctivities Organize and work with all your tasks, both individual as well as group projects, in a single place Create templates for repeated tasks to capture best practices Tap your professional network to get things done

B logs Exchange viewpoint and share perspectives to increase innovation Easily create blogs to share knowledge with a wide audience Keywords can be used to search within a blog or across multiple blogs

C ommunities See what communities are new, popular, or active Tags help you find the community you need by filtering content Tools for finding, joining and creating communities

D ogear Filter bookmarks by "tagging" them with as many keywords as you want Subscribe to your coworkers' bookmarked web pages Centrally store your bookmarks and share them with others

P rofiles Easily access a person’s communities, blogs and bookmarks Find people by name, expertise, or keyword to locate someone with the experience and knowledge you need Reporting chain view to see the structure of your organization View experience, skills and past projects

Because of it´s Open Standards Lotus Connections functionalities can be integrated into all your daily tools and environments, including for example Microsoft Office, Sharepoint or your existing website Microsoft® Office™ IBM Lotus Notes® IBM Lotus Sametime® IBM WebSphere® Portal Web Browser Extensibility Windows Explorer RIM BlackBerry® RESTful API Lotus Connections Services

Using Word to Post a Connections Blog

Search for a Profile within Excel

Existing web page

Integrated Dogear bookmarks

Lotus Connections Drives Innovative Product Development In order to grow the business faster, they needed a faster way to develop and evaluate new services concepts and business models. Challenge

Increase the number of new services using communities of customers & partners

Accelerate the evaluation of new service concepts and therefore be faster to market

Grow market share and revenue through differentiated services and business models

Business Value Deployed a Innovation Factory portal application that utilized the social software services of Lotus Connections to include communities of employees, customers and partners in the development and evaluation of new Telcom services. Solution Global Telecommunications Firm Sprint

Lotus Connections Accelerates Project Execution Needed to improve productivity when working with contractors and partners across the US on education curriculums. Challenge

Built strong relationships across several art archival and preservation organizations

Improved communication and status tracking of projects

Accelerated the delivery of education curriculums created by a disconnected teams

Business Value Using the Activities component of Lotus Connections so their entire network of employees, partners and customers can collaborate on the execution of projects. Solution Small Non-Profit Arts Organization Film Foundation

Lotus Connections Helps Deliver Expertise To Customers No easy way to find, learn from and work with experts across the company Re-inventing the wheel again and again Challenge

Improving the efficiency of key revenue generating employees

Increase customer satisfaction with faster service

Raising the reach and impact of their subject-matter experts

Business Value Corporate white pages directory that allows employees to quickly find expertise in different markets, technology and financial services. Blogs, bookmarks and communities services are used so employees can share knowledge and get feedback from experts. Also, employees are using Activities to execute key deliverables faster Solution Global Financial Services Firm Deutsche Bank

Lotus Connections Improves Productivity Want to improve employee productivity by delivering the best user experience, increase operational excellence, and foster innovation between teams Challenge

Increase communication and coordination of projects between teams

Reduce time required to find the correct people with the right expertise

Improve collective intelligence of organization by sharing experiences

Business Value Deployed enterprise wide implementation of the 5 social software services of Lotus Connections. Focused on enabling users to become more productive by working smarter and finding information – one key area was transfer of knowledge between engineering and call center staff. Solution Global Network and Communications Provider Customer name can not be published yet

Social Software Benefits