Rich Blank Web, Portals & Collaborative Technologies Conference IT & Business Alignment Forum, Las Vegas, NV November 10, 2008 The Economics of Social Computing Maximizing ROI through Effective User Adoption
take a hard look at social computing initiatives: how information and content are created, and what technology platforms manage it all, and look at how much you are spending on those technology platforms
think more economically about how knowledge workers create and manage information, share their knowledge with others, how it’s secured, and how it’s retained.
focus on maximizing your Return on Investment on your social computing, collaboration & content management technologies through effective user adoption.
Information is your biggest competitive advantage!
Intersection of information, technology, and social behaviors.
Social Computing Intersected with How We Share Information and Knowledge
Information Workplace Diagram: Forrester Research
Structured to Unstructured Content Less Structured More Structured Reports Forms Records Management Business Processes Document Management Collaborative Spaces Wikis Rich Media Project Plans Calendars Surveys Email Instant Messaging Blogs Communities Discussions Social Networks RSS Feeds
“… ..Convergence in lots of people’s language is still about the technology. The reality of convergence is that people no longer accept that they have to have different realities at home, in the office and while they are travelling – all requiring different equipment and having different capabilities. People want to work wherever they can work, get access to the information they need and deal with it…..”
Ben Verwaayen, former CEO of BT
Technology Conference of Tomorrow, April, 2008
Convergence Enterprise Application Integration SCM, ERP, CRM, POS, PRM, PDM Process Program Project Portals Dashboards and Roll-ups Analytics and Reporting Business Intelligence and DSS Ad-hoc and Pre-defined Reports Communities
Maximizing ROI: Developing Your Strategy Design Design a plan. Further analysis? Identify measurement (both quantitative & qualitative). Is there some high-level ROI to be identified? Define success. Collect any baseline data that is available. Pilot Engage in the opportunity and work closely with business users and sponsors. Introduce new tools and training. Collect feedback, data for measurement. Reflect Lessons learned. Was this successful? Was it the right context? Is this initiative one that can be expanded to a broader context? If so, how will it be managed? Rollout Market, Manage, and Measure, Train. Promote successes. Focus on operations and technology, support if applicable. Ongoing sustainable ownership? Other opportunities? Clarify What is the context? How close is IT to your end users? How convenient will the technology solution be to ensure it’s adopted? What type of convergence is necessary? Do initiatives exist already? Build business case.
Maximizing ROI: Sustaining Initiative Design Rollout Clarify Reflect Pilot
~$1 billion in revenue, Offices in Europe, US, and South America, 15,000 employees worldwide at 70+ sites
Spending millions of dollars in licensing & support to multiple technology vendors with multiple silos of information in Portals, SharePoint, eRoom, Documentum, Notes, Fileshares, and eMail, Instant Messaging
Concerns about connecting people, overwhelming amount of information, increasing storage, security, compliance and records management
Different service delivery processes on projects – each team acting like a different organization with not enough visibility into service quality or customer satisfaction
And they’re investigating Web 2.0 technology like Jive