BlueIQ - IBM's Social Software Adoption Journey

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Here is the set of slides that I used at the recent Melcrum Digital Summit event in London ( to describe IBM's journey on adopting social software …

Here is the set of slides that I used at the recent Melcrum Digital Summit event in London ( to describe IBM's journey on adopting social software tools both inside and outside of the firewall with our BlueIQ programme.

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  • 1. Observations on Social Business Adoption within the EnterpriseLuis SuarezBlueIQ Social Software Adoption & The IBM BlueIQ ProgramThought Leadership Team -IBM Software Group, ©2012 IBM Corporation
  • 2. Agenda● BlueIQ Mission and Program● BlueIQ Program Results● BlueIQ Program Evolution● Summary 2 © 2012 IBM Corporation
  • 3. Agenda● BlueIQ Mission and Program● BlueIQ Program Results● BlueIQ Program Evolution● Summary 3 © 2012 IBM Corporation
  • 4. 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
  • 5. 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
  • 6. Leveraging BlueIQ Ambassadors 1600+ BlueIQ Ambassadors... 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
  • 7. 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
  • 8. Agenda● BlueIQ Mission and Program● BlueIQ Program Results● BlueIQ Program Evolution● Summary 8 © 2012 IBM Corporation
  • 9. 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
  • 10. 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
  • 11. 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
  • 12. Agenda● BlueIQ Mission and Program● BlueIQ Program Results● BlueIQ Program Evolution● Summary 12 © 2012 IBM Corporation
  • 13. 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
  • 14. 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
  • 15. 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
  • 16. 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
  • 17. Agenda● BlueIQ Mission and Program● BlueIQ Program Results● BlueIQ Program Evolution● Summary 17 © 2012 IBM Corporation
  • 18. 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
  • 19. Thank You! 19 © 2012 IBM Corporation
  • 20. Additional resourcesNurturing BlueIQ, Enterprise 2.0 Adoption in IBM (IBM Whitepaper) ­ https://www- 4e60-81ba-611dce7d9174?lang=eAgenda for Social Sales (IBM website) ­ lang=en_US#/wiki/Groundswell/page/WelcomeIBM Social Computing Guidelines (IBM website) ­ External Landing Site: Business Etiquette: 20 © 2012 IBM Corporation