Social Business Value Demystified: Real-World Experiences

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My slides from SharePoint Summit Vancouver 2013 talk.

The core message of SharePoint 2013 is that social computing is here to stay. However, organizations keep facing conflicting messages on how to align business value and social technologies. In this session you will learn how to connect business value and social features of SharePoint in order to support the organizational activities, how to organize communities of knowledge and how to integrate search and metadata into your overall social enterprise strategy. Learn from the real-world social experiences with SharePoint and avoid the common mistakes in your organization social strategy.

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  • And theunicorns do exist, right?
  • When it comes to Enterprise Social, it is vital that before commencing any Social implementation, organisations must focus on the Why.
  • What canwe do then?
  • It’s part of the way they do business; it’s how they think. They need to see the valueof connecting experts to furthering business goals (Oil Industry)
  • Don’t focus on the overall corporate value and benefit when communicating collaboration to employees. Employees care about how this will impact them on an individual basis.
  • IncreasedemployeesatisfactionDegree of retained knowledge of people leaving the firm Increased quality of published content
  • Real process, not a sampleoneWhen social is aliveandkicking, alignbusiness objectives with social ROI mètricsExample: Social Intranet Concept
  • Lessrisk, lesstime, morechances to get a sponsorCommunicateandinvolveTownhalls
  • “Childrengone silent” moment, Ensurethatthe feedback loopworks
  • Social Business Value Demystified: Real-World Experiences

    1. 1. Social Business Value Demystified: Real-World Experiences Edin Kapić– SharePoint Architect, Spenta
    2. 2. Edin Kapić www.sharepointsummit.org SharePoint Architect Works for Spenta / Beezy in Barcelona SharePoint Server MVP President of Catalonian SharePoint User Group (SUG.CAT) @ekapic www.edinkapic.com sug.cat 2
    3. 3. Structure of the Talk www.sharepointsummit.org • Real-World Power of Social • What’s the Fuss About Social • Social What and Why • Social Success Patterns 3
    4. 4. www.sharepointsummit.org Real-World Power of Social
    5. 5. 1. 2. 3. 4. Apply online (7 documents) Upload any additional documents, if requested (online) Send your passport to the embassy or VAC Receive your passport by mail with a visa
    6. 6. International Postal Arrival Office (Madrid Airport)
    7. 7. We have carried out investigations to locate your shipping but we had unsuccessful results, so we can not provide any information about your situation.
    8. 8. Hello Edin, during this morning we will deliver it to your home. Regards. Very angry with Correos: they have my passport since 21st in Barajas, with no further information. I hope it’s not lost.
    9. 9. www.sharepointsummit.org What’s the Fuss About Social?
    10. 10. What’s the Fuss About Social? www.sharepointsummit.org social [səʊʃl̩] From Middle French social, from Latin sociālis (“of or belonging to a companion or companionship or association, social”), from socius (“a companion, fellow, partner, associate, ally”) social networking [səʊʃl̩ nɛtwɜːk ɪŋ] The interaction between a group of people who share a common interest.
    11. 11. What’s the Fuss About Social? www.sharepointsummit.org …In a social organization, employees, cu stomers, suppliers, and all other stakeholders can participate directly in the creation of value. They contribute to, review, and comment on any phase of the firm’s work. 17
    12. 12. What’s the Fuss About Social? www.sharepointsummit.org Social Computing Can Improve Our Work A potential 20-25% improvement possible in knowledge worker productivity $900 billion - $1.3 trillion annual value can be unlocked by social technologies in some sectors 2x better potential value for better enterprise communication and collaboration. Source: The social economy: unlocking value and productivity through social tecnologies 18
    13. 13. 19
    14. 14. What’s the Fuss About Social? www.sharepointsummit.org Keywords …potential… …unlocked… …possible… …can be… The technology has little to do with the end result It’s not “build it and they will come” 20
    15. 15. www.sharepointsummit.org Social What and Why
    16. 16. Social What and Why www.sharepointsummit.org …the new social technology landscape isn't about the technology. It's about building communities, fostering new ways of collaborating, and guiding these efforts to achieve a purpose. 22
    17. 17. Social What and Why www.sharepointsummit.org Social Can Mean Many Things People + Activities + Content Adding Context to Content Organizing Communities of Knowledge Filtering the Information Overload What is Social for You? No One-Size-Fits-All Answer, sorry But some hints follow… 23
    18. 18. Social What and Why www.sharepointsummit.org Social Building Blocks People Objective Context Community Activities • Business • Alignment Content • Metadata • Relationship Guidance • Governance • Maturity
    19. 19. Social What and Why www.sharepointsummit.org Business objectives? To better understand market shifts To identify internal talent To improve visibility into operations To improve strategy development Source: 2013 MIT Sloan Management Review and Deloitte Social Business Study 25
    20. 20. www.sharepointsummit.org Social Success Patterns
    21. 21. Social Success Patterns www.sharepointsummit.org The emergence of socially connected enterprises isn’t fast More than half of respondents gave their company a score of 3 or below (out of 10) Source: 2013 MIT Sloan Management Review and Deloitte Social Business Study 27
    22. 22. Social Success Patterns www.sharepointsummit.org Companies are facing common barriers Lack of an overall strategy (28%), too many competing priorities (26%) and lack of a proven business case or strong value proposition (21%) Source: 2013 MIT Sloan Management Review and Deloitte Social Business Study 28
    23. 23. 29
    24. 24. Social Success Patterns www.sharepointsummit.org In our Beezy deployments we have observed some repeating patterns in how companies embrace social successfully Enterprise Culture Matters Benefit the Right People Measure the Right Things Align with the Business No Sponsors, No Go Start Small, Keep Going Metadata, Metadata, Metadata 30
    25. 25. Enterprise Culture Matters www.sharepointsummit.org The enterprise culture must shift for social to work Change Management is a very important issue here “People should be working, not talking” mindset 31
    26. 26. Benefit the Right People www.sharepointsummit.org What’s In It For Me (WIIFM) Factor The employees must perceive the benefits of using social in the workplace How will this make their jobs and lives easier? Early Adopters are valuable Resistance vs Motivation 32
    27. 27. Measure the Right Things www.sharepointsummit.org Return on Investment (ROI) Social ROI = Benefit of Social / Cost of Social Cost of Social = Software Cost + Adoption Cost Benefit of Social = ? 33
    28. 28. Measure the Right Things www.sharepointsummit.org The crux of Social ROI is calculating the benefit Qualitative (better context for decision-making, employee motivation) Quantitative (# of issues raised, email load, disk usage) 34
    29. 29. Measure the Right Things www.sharepointsummit.org # Questions Asked Time to Onboard New Employees % of Labeled Content Quality of Published Content Richter et al, 2013, Success Measurement of Enterprise Social Networks 35
    30. 30. Align with the Business www.sharepointsummit.org Take an existing business process and introduce social Social should fit naturally into the flow of work Do not complement, replace 36
    31. 31. 37
    32. 32. No Sponsors, No Go www.sharepointsummit.org No executive involvement means no social commitment Some industries are more resistant to social Try a pilot in a non-essential business process Engage top management in social activities Win Executive Support for SharePoint Social (Richard Harbridge) 38
    33. 33. No Sponsors, No Go www.sharepointsummit.org 39
    34. 34. Start Small, Keep Going www.sharepointsummit.org Do not try to cover the whole company at once Don’t “bet the farm” 40
    35. 35. Metadata, Metadata, Metadata www.sharepointsummit.org Social does not replace Metadata Folksonomy / Taxonomy 41
    36. 36. Metadata, Metadata, Metadata www.sharepointsummit.org What’s the future? Social Exhaustion More metadata in social More social governance IMHO More knowledge extraction from social content More automated social tools 42
    37. 37. Metadata, Metadata, Metadata www.sharepointsummit.org vNext (2014) 43
    38. 38. www.sharepointsummit.org Summary 44
    39. 39. Summary www.sharepointsummit.org Social is huge productivity enabler Be prepared Social is becoming mature Leverage success patterns Avoid common pitfalls It’s not about technology, it’s about culture and change
    40. 40. Thank you for your attention! This presentation will be available on the Vancouver SharePoint Summit web site a few days after the event.
    41. 41. Please rate this session! Fill out the survey and get a chance to win a Surface

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