Engage 2013 - Enterprise Social


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Enterprise social is not about Facebook or Twitter ... its about using contemporary productivity tools to improve communication and collaboration within an organization.

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Engage 2013 - Enterprise Social

  1. 1. #Enterprise Scott Jansen Principal Architect Eric Raarup Chief Marketing Technology Officer
  2. 2. Goals for this session • Highlight similarities and differences between public social and enterprise social • Demonstrate different scenarios featuring social solutions • Showcase different examples of social technologies • Provide guidance on how to get started incorporating enterprise social into a broader productivity strategy
  3. 3. Social Media
  4. 4. What is Enterprise Social? “Enterprise Social … An important method for enhancing communication, coordination, and collaboration for business purposes.”
  5. 5. Social is driving a new way of doing business Productivity is becoming more social Source: McKinsey Global Institute
  6. 6. Social Productivity Benefits Companies with see: Time spent searching for company information is reduced by using social technologies Increase engagement through organization transparency Give everyone a “stake in sales” and improve customer experiences Empower employees to share ideas and make decisions
  7. 7. One Way to Look at it
  8. 8. The Public Social Landscape Why is it so popular? • Real time information • Trending topics reflect broad masses • Mobile • Connect to anyone • Search • Network visibility • Networking • Skills • Timeline • Relevant content • Job search • Virtually everything has a video • Video is worth more than a 1,000 words • 1 to many approach • Search • Mobile • Real time • Links • Day to day • Multi-media • Mobile • Integration • Easy to find content • Low friction
  9. 9. So … I thought this was about Enterprise Social Communication Networking Training Finding Experts Collaboration All of these are pretty critical to productivity
  10. 10. Enterprise Social Components A collection of capabilities to improve productivity and engagement Profiles Activity Streams Tagging Relationships Notifications
  11. 11. This isn’t new • Internet sensibilities drive business strategy – IM – Intranet / Portals – Mobility – Multimedia / HD – Rapidly evolving (updates are very frequent based on what is working and what isn’t) – More The Internet often ‘informs’ how businesses evolve
  12. 12. Enterprise Social Consumer behavior is driving business impact Millennials will make up 75% of the American workforce by 2025 72%of companies are deploying at least one social software tool Always on— Consumers use an average of 4 devices every day 20% of online consumers expect a response within one hour via social media Business & Consumer Companies with >1000 employees average more data than the US Library of Congress >235terabytes > 1.5B people around the globe have a social networking account Inside your business employees want to harness information, connect, engage, and work together in new ways Outside your business empowered customers have more information and want to connect in new ways Employees need to extend and connect networks across the firewall to partners and customers
  13. 13. 10 Myths about Enterprise Social 1. It is just a Social networking site 2. “Social” is only for youth, not for seasoned veterans 3. Enterprise social collaboration is a waste of valuable time. 4. Enterprise Social Collaboration are not “secure” as e-mails & legacy applications 5. Social Conversations aren’t Legal Records. 6. Social collaboration & document management aren’t connected 7. It will only suit my IT team since they are more “Savvy” 8. Roll-out the tool & the rest will follow 9. User-generated content may produce bad or incorrect information 10. Social collaboration activity isn’t going to affect my bottom line Source: Business2Community
  14. 14. Key Challenges Aligning Enterprise Social to Traditional Challenges Processes Communication / Collaboration Knowledge Challenges Improving productivity by streamlining how people work Finding and capturing knowledge Streamlining processes by connecting people
  15. 15. KNOWLEDGE
  16. 16. Improving access to Knowledge • Challenges – Information is in peoples heads – Explicit vs. Tacit – Silos • Opportunity – Discoverable – Long term relevance – Efficiency – Innovation Source: http://www.anecdote.com.au
  17. 17. Knowledge and the Knowledge Worker Knowledge is the source of wealth. Applied to tasks we already know, it Becomes productivity. Applied to tasks that are new it becomes Innovation. Peter Drucker Knowledge Worker : one who works primarily with information or one who develops and uses knowledge in the workplace.
  18. 18. “Knowledge is of two kinds: we know a subject ourselves, or we know where we can find information upon it.” -- Samuel Johnson
  19. 19. Why is this important? Lost time = real money 38% Time lost duplicating work Spend over an hour per day looking for information 58% Sources: IDC, Forrester
  20. 20. The Reality of how people work It’s social already … Just not as connected as it could be Source: M. Granoveter - 1973 The Strength of Weak Ties
  21. 21. Identifying Experts in the Organization
  22. 22. “If HP knew what HP knows we would be three times more profitable.” -- Lew Platt – Former CEO of HP
  23. 23. Enterprise Social • Employee profiles (just like LinkedIn and Facebook) – Go beyond • Tagging: Folksonomy vs. Taxonomy for skills • Increase visibility of project alignment • Activity streams • Notifications How can it impact the knowledge challenge?
  24. 24. Put social to work
  25. 25. Get Recommendations
  26. 26. Find what you’re looking for
  27. 27. Uncover Knowledge
  28. 28. A New View Into Knowledge Connecting the Dots
  30. 30. Communication / Collaboration • Challenges – Methods evolve / Multiple devices – People in multiple locations – Silos • Opportunity – Communication in context – Discoverable – Engaging remote employees – Flatting the org
  31. 31. Communication Evolution
  32. 32. Why is this important? Because mobile and distributed workforces are happening Of US consumers have at least 4 devices 50% Sources: IDC, Forrester Nearly 80% of workers spend at least some portion of their time working out of the office 80%
  33. 33. Distributed / Mobile Workforce
  34. 34. Enterprise Social • Find and Connect • Communicate in context • Video • Communities for teaming • Real-time dialogue • Application integration How can it impact Communication and Collaboration?
  35. 35. Instant Messaging and Presence (IMP)
  36. 36. Multi-party meetings /Video / content sharing
  37. 37. Mobile Experience
  38. 38. One Viewpoint • Easily see who is online • Instant messaging while on the phone to experts • Shorten lifecycle of communication • Adding people to meetings / calls is easy … “just drag them in” • Ease of use • Easily escalate to desktop to video based on flow of interaction • Federation with partners and customers • Multitasking – picking up time during lost time • Actually can get more done versus slugging through email Mythbusting
  39. 39. The Value of Information • Level of interactivity • Topics of interest • Active individuals Getting perspective on how people interact
  40. 40. Ring the Bell Communicate in Context … Extending the reach of dialogue Mobile, Desktop, Web etc.
  41. 41. PROCESSES
  42. 42. Processes • Challenges – Boundaries (geo / time) – Virtual teams – Human to human and System to Human – Structured / semi – structured / unstructured • Opportunity – Improve efficiency – Drive engagement – Improve awareness
  43. 43. A Simple Example Extending the reach of communication about Engage registrations Website Registration Individual registers to attend on website Data captured in CRM Registration information is captured in CRM Posting is created on Yammer Registration information is automatically posted on Yammer
  44. 44. Employee Engagement Companies with socially engaged employees see: Higher productivity Lower turnover 51% Sources: Forrester 18%
  45. 45. New Employee Onboarding
  46. 46. A Bad Onboarding Process Boss: Hi [insert name] Employee: Hi [boss person] Boss: Here’s your desk Employee: This is a fine desk Boss: I’ve got to head to a meeting Employee: ok Boss: Let me know if you need anything Employee: Uh … I have some questio … where did he go?
  47. 47. Creating a Social Onboarding Process Improving Employee Engagement from day 1 Create a Personal site for them Prompt them to fill out their profile Notify team members Suggest people to follow based on similar profiles Automatically add them to groups / communities based on role and skills In addition to all the other things that go into onboarding a new employee (setting up computer, account etc.)
  49. 49. Enterprise Social Impacts Productivity Processes Communication / Collaboration Knowledge Challenges Improving productivity by streamlining how people work Finding and capturing knowledge Streamlining processes by connecting people
  50. 50. Things to Consider • Assess your culture • Empower your employees • Think about your … onomy (folks / tax) • Provide guidance “This is how we collaborate on projects” • Evaluate and analyze what is working and what is not • Leverage the data from the activity to determine effectiveness and pivot
  51. 51. Don’t forget to fill out your surveys www.avtex.com/engage Browse to this session and the survey questions are below the session description
  52. 52. Thank You!