BlueIQ - IBM's Social Software Adoption Journey

Observations on Social Business Adoption within the EnterpriseLuis SuarezBlueIQ Social Software Adoption & The IBM BlueIQ ProgramThought Leadership Team -IBM Software Grouphttp://www.elsua.net@elsua, http://profiles.google.com/elesar ©2012 IBM Corporation

What is BlueIQ?● Global (worldwide) program to help client facing individuals, teams and organizations in IBM Software Group adopt social software● Objective: increase individual, team and organizational productivity in sales, this means increase sales & customer satisfaction● Implementation inside the firewall 4 © 2012 IBM Corporation

The BlueIQ Approach to Social SoftwareAdoption● Identify best practices, use cases and tools – by role, by task Make it easy to get started BlueIQ BlueIQ● BlueIQ Awareness Success Ambassadors Share tools, enablement materials, Campaign Stories best practices● Demonstrate success BlueIQ Enablement BlueIQ Share the vision (Self-Study Modules, Live Lunch & Learns, 1:1 JumpStart Consulting, BlueIQ Resource Center) Mentoring Communicate success stories● Find key influencers as early adopters Communities Grassroots evangelism Business Processes Support communities in local geographies (BlueIQ Franchise) IBM Infrastructure● Educate Management● Embed in existing tools & business processes 5 © 2012 IBM Corporation

Leveraging BlueIQ Ambassadors 1600+ BlueIQ Ambassadors... ...in 50+ Countries ...from every IBM Business Unit● A BlueIQ Ambassador is an IBMer who is passionate, and wants to learn more, about Social Software (Awareness, Usage, Adoption)● Spends time educating other IBMers about their own adoption of social software● Has joined the Ambassadors community to help drive the adoption of social software at IBM 6 © 2012 IBM Corporation

BlueIQ Enablement● Modular Enablement Approach● All modules less then 30 minutes● Mix and Match modules based on audience need● Various pre-defined tracks available● One live lunch & learn every Wednesday morning● Recordings and speaker notes available 7 © 2012 IBM Corporation

Collaboration among IBMers Community More experts, more information, Share more knowledge Activities Communities Individual Share IBM Connections on the IBM Connections on the Wiki Files intranet metrics: intranet metrics: Blog 630,000+ Profiles 630,000+ Profiles Person 58,000+ Communities Profile & Bookmarks 58,000+ CommunitiesSocial Network 101,300+ Bloggers 101,300+ Bloggers Micro-blogging 1.21M+ Bookmarks 1.21M+ Bookmarks 203,300+ Activities 203,300+ Activities 6.95M+ file downloads 6.95M+ file downloads 25.95M+ Wiki page views 25.95M+ Wiki page views As at June 2011 As at June 2011 9 © 2012 IBM Corporation

Involvement in BlueIQ leads to valueBlueIQ Ambassadors are...● more likely to feel equipped to evangelize with peers● more likely to evangelize to managers● more likely to collaborate efficiently● more likely to re-use assets● reporting increased productivity and faster response to customers● more likely to report increased customer satisfaction and salesWe compared degree of involvement in the BlueIQ program with avariety of productivity measures and found a positive correlation;that is, the greater the involvement with the BlueIQ program, themore value respondents gained from social software Source: 2Q11 BlueIQ Team Impact Survey 10 © 2012 IBM Corporation

Adoption Takes Time % Agree 100% 90% 80% 70% Better use of mobile device 60% Reduced time in mail jail 50% Reduced time searching for people Reduced time searching for information 40% 30% 20% 10% 0% Within last week Witihn last month 1-3 mos ago 3-6 mos ago More than 6 mos● It takes time to develop new habits, and to accumulate value● The BlueIQ Ambassador program can help nurture adopters Source: 2Q11 BlueIQ Team Impact Survey 11 © 2012 IBM Corporation

State of BlueIQ Program through 2011 Social Software Adoption YTY Comparison* ● Excellent progress with the initial BlueIQ mission 50 45 Need to continue to nurture and 40 grow the BlueIQ ambassador% of the employee population sharing using 35 community social software weekly or monthly 30 Software Sales 25 Systems Sales Need to continue to update 20 Marketing BlueIQ enablement to further 15 meet the needs (e.g. mobile 10 delivery, new versions of the 5 tools) 0 2009 2010 1H 2011 ● Social software adoption inside of IBM is becoming mainstream ● Social Business emerged as a * % of targeted employee population sharing weekly or monthly using social software on IBM intranet – source of data is Social critical part of IBMs strategy Networks and Discovery (SaND) Social Business, a Smarter Planet solution Digital Eminence of IBMers, part of IBM branding strategy 13 © 2012 IBM Corporation

Value of Social Business● Deepen Customer Relationships Reinventing customer relationships is one of the top three priorities of CEOs*● Drive Operational Efficiencies● Optimize the Workforce Previous focus of the BlueIQ program * 2010 IBM Global Chief Executive Officer Study 14 © 2012 IBM Corporation

BlueIQs Best Practices● Tailor to audience needs BlueIQ BlueIQ BlueIQ Awareness Success Ambassadors Focus on usage scenarios that yield Campaign Stories the greatest business value – by role, by task, by geography BlueIQ Enablement (Self-Study Modules, Live Lunch & Learns, JumpStart● Multi-facet approach to enablement Consulting, 1:1 Mentoring, BlueIQ Resource Center) to fit the needs Communities Mix consistent and regular “one to Business Processes many” enablement with “heavy hand holding” enablement as needed IBM Infrastructure Mix live enablement sessions, self- study materials, and community ● Drive “ripple effect” based learning Share the vision, communicate● Provide thought leadership success stories, provide re-usable materials Active engagement with clients and Tap key influencers as early adopters, industry experts to share & learn from “walk the talk” best practices 15 © 2012 IBM Corporation

The IBM Software Thought LeadershipProgram● New Program for IBM Thought Leaders and Subject Matter Experts● Focus on External Engagement to Demonstrate Thought Leadership around key topics related to IBM Software capabilities to create new market and demand Share Expertise to generate preference for IBM Software Engage with external influencers to build advocacy for IBM Software● IBM and non IBM Platforms IBM Communities, LinkedIn, Twitter, Blogs, Google+, Slideshare, ... 16 © 2012 IBM Corporation

Advice from a successful Program● Focus on Tasks, not Tools● Leverage your early Adopters● Enable in every possible way● Executives leading the way● If you can, embed Social into your Line of Business Applications● Patience Adoption takes time and repetition Keep communicating success stories 18 © 2012 IBM Corporation

Additional resourcesNurturing BlueIQ, Enterprise 2.0 Adoption in IBM (IBM Whitepaper) https://www- 304.ibm.com/files/app/person/100000R0P5/file/9e211d17-b003- 4e60-81ba-611dce7d9174?lang=eAgenda for Social Sales (IBM website) https://www-304.ibm.com/wikis/home? lang=en_US#/wiki/Groundswell/page/WelcomeIBM Social Computing Guidelines (IBM website) http://www.ibm.com/blogs/zz/en/guidelines.htmlBlueIQ External Landing Site: http://bit.ly/blue-iqSocial Business Etiquette: http://ibm.co/zPNSng 20 © 2012 IBM Corporation

BlueIQ - IBM's Social Software Adoption Journey

by Luis Suarez

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