Enterprise Social Computing Beyond The Four Walls Of The Corporation
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Enterprise Social Computing Beyond The Four Walls Of The Corporation

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Enterprise Social Computing Beyond The Four Walls Of The Corporation

Enterprise Social Computing Beyond The Four Walls Of The Corporation

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Enterprise Social Computing Beyond The Four Walls Of The Corporation Enterprise Social Computing Beyond The Four Walls Of The Corporation Presentation Transcript

  • Enterprise Social Computing beyond the four walls of the corporation Christof.Sprenger@microsoft.com
  • Agenda Social Computing Drivers and Challenges  Business to Community Relationship Management  Solutions Architecture of B2CRM solutions 
  • Social Computing Drivers and Challenges
  • Web 2.0 Many colorful definitions
  • Technology Foundation
  • Is that it? As always:  Technology is “only” the enabler many of these Technologies have been known before the term Web 2.0
  • The Social Web
  • Enterprise and Social ?
  • Enterprise 2.0 Enterprise 2.0 is the use of emergent social software platforms within companies, or between companies and their partners or customers. Andrew McAfee, http://blog.hbs.edu/faculty/amcafee
  • Challenges Social computing does not  allow upfront planning & rigid process very dynamic and innovative  environment
  • The Need for Different Models Mobilizing Resources  Programs vs. Platforms  John Hagel & John Seely Brown “From Push to Pull-- Emerging Models for Mobilizing Resources” October 2005
  • Business to Community Relationship Management
  • B2CRM Solutions
  • Existing approaches and Patterns  Modern, fresh web presence  Viral marketing  Presence in Social Networking Services  Community created content  Encouraging employees to share  Engaging closer with a select group
  • Business to Community Relationship Management Listen Engage Talk B2CRM Advocate Support
  • Some success stories
  • Viral Content
  • Jeep’s presence on Facebook
  • Dell's Ideastorm
  • Business to Community Relationship Management Marketing & Sales Customer Support Training New Product/Service Development Hiring
  • Today’s tools Community Content management   blogging, micro-blogging, tagging, rating, content sharing  Social graph, contacts/friends, groups Identity Management   Blog(News) Analytics  Content Creation support  Calendaring
  • Long Term Needs Productivity, ease of use Aggregation Track Back Analytics LOB integration
  • Architecture of B2CRM solutions
  • Business-2-Community Relationship Management Solutions Framework Employees Communities 3rd Party Social Media Services Community B2CRM “Enterprise Social Software” Portal 3rd Party Social Networking Services B2CRM Services LOB Enterprise Services Systems
  • Why another Hub? Awareness Integration Productivity Analytics Metadata
  • Business-2-Community Relationship Management Solutions Framework Employees Communities Content B-2-Community Analytics Administration Authoring 3rd Party Social Media Portal & Management Services Office Clients SharePoint 3rd Party Social Portal SharePoint Portals Networking Services B2CRM Community AuthN Community Metadata Community Administration Content Services AuthZ Intelligence Mgmt Networking Management SharePoint Content LOB LOB Business Intelligence Portal Mgmt Integration Systems Server
  • Management Employees Communities Content B-2-Community Analytics Administration Authoring 3rd Party Social Media Portal & Management Services Office Clients SharePoint 3rd Party Social Portal SharePoint Portals Networking Services B2CRM Community AuthN Community Metadata Community Administration Content Services AuthZ Intelligence Mgmt Networking Management SharePoint Content LOB LOB Business Intelligence Portal Mgmt Integration Systems Server
  • LOB Integration
  • Enterprise Project Management Community Project Service Enterprise ERP Account Profile Project Browsing Project Proposals Project Project Deliverables management Workflow Messaging Identity
  • Service Bus Application Pattern Service Orchestration Naming Federated Service Registry Identity and Access Control Messaging Fabric Clients On-Premises Cloud Services Your Service ESB Compute Storage Desktop, Desktop, Desktop, RIA, Web RIA, Web RIA, & … Billing Corp Service Web
  • Business-2-Community Relationship Management Employees Communities Content B-2-Community Analytics Administration Authoring 3rd Party Social Media Portal & Management Services Office Clients SharePoint 3rd Party Social Portal SharePoint Portals Networking Services B2CRM Community AuthN Community Metadata Community Administration Content Services AuthZ Intelligence Mgmt Networking Management SharePoint Content LOB LOB Business Intelligence Portal Mgmt Integration Systems Server
  • Presentation Publication http://www.slideshare.net/developers/apps/pptribbon
  • Business-2-Community Relationship Management Employees Communities Content B-2-Community Analytics Administration Authoring 3rd Party Social Media Portal & Management Services Office Clients SharePoint 3rd Party Social Portal SharePoint Portals Networking Services B2CRM Community AuthN Community Metadata Community Administration Content Services AuthZ Intelligence Mgmt Networking Management SharePoint Content LOB LOB Business Intelligence Portal Mgmt Integration Systems Server
  • Community Engagement as a Business You could be trying to increase awareness, generate word of mouth, surface leads, save on support costs, and tap into innovation. But regardless, no corporate activity should go forward without a measurable goal, and this is no different. by Josh Bernoff, March 10, 2008
  • Business Intelligence 101  Collect raw data Aggregate (count, sum, average, ..) Compare to goals
  • B2CRM Intelligence Community engagement scorecard
  • Beyond aggregation Channels News Blog Blogs Web site Forums Newsletter Web Sites Podcast Newsletters Vblog Screen casts Screen cast Conferences
  • Aggregation and Interaction
  • Aggregation and Interaction
  • Summary
  • Business to Community Relationship Management
  • Summary Social  For the customers  And for the employees  Existing tools and Services build a solid basis  Productivity & Participation  Aggregation, Metadata & Analytics  Integration into existing Systems 
  • References Web 2.0 in the Enterprise  http://msdn.microsoft.com/en-us/library/bb735306.aspx  OReily‟s definition of  http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html  Clay Shirky‟s „GIN, TELEVISION, AND COGNITIVE SURPLUS‟  http://www.edge.org/3rd_culture/shirky08/shirky08_index.html  Andrew McAfee Associate Professor, Harvard Business School  http://blog.hbs.edu/faculty/amcafee/index.php/faculty_amcafee_v3/enterprise_20_version_20/  From Push To Pull, John Hagel & John Seely Brown  http://www.edgeperspectives.com/pushmepullyou_download.pdf  35+ Examples of Corporate Social Media in Action  http://mashable.com/2008/07/23/corporate-social-media  RD2 Inc.„s Social Media Maturity Model  http://rd2inc.com/solutions/  The Groundswell book  http://www.forrester.com/Groundswell 
  • © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.