This presentation was delivered by Jordan Frank in Track E2. Driving Self-Service and Support through Social Collaboration at the Gilbane Conference 2013 - Content and the Digital Experience. Link to Track E http://gilbaneconference.com/program.aspx#Track-E Speaker Page: http://gilbane.infotoday.com/Speakers/Jordan-Frank.aspx All Presentations http://gilbaneconference.com/Presentations.aspx

1. The Wiki Way
Towards Quality, Change and Risk Management as a Path to Enterprise
Social Software Adoption!
!
Gilbane Content Management Conference - Tuesday December 5th, 2013
Session: Driving Self-Service and Support Through Social Collaboration !
Track: Collaboration and Employee Engagement
Jordan Frank!
VP Sales and BD!
& Chief Emergineering Officer!
jfrank@tractionsoftware.com!
@jordanfrank

2. What Makes the Social Web Work
Critical Content
cornerstone knowledge and media is documented!
Critical Mass Communication
someone is writing something all the time, more are reading!
The Fundamentals of the Web!
Links, Tags, Search!
!
2

3. Social Media Relies on
“Traditional” Media
Even amid considerable competition from blogs and online startups, newspaper web sites reach about 75M readers a month…
that undercounts the impact of newspaper reporting, which is
packaged by online aggregators, repotted on Twitter and
discussed on blogs. Old media companies published 99% of
the stories linked to on blogs… BBC, CNN the New York Times
and the Washington Post — accounted for 80% of those links.
Source: http://freeridethebook.wordpress.com - Chapter 4 Page 111
Reference: New Media, Old Media: How Blogs and Social Media Agendas Relate and Differ from Traditional Press (Pew Research Center Publications, May 23, 2010

4. “Traditional” Media
Sparks a Flood of Activity
Mother Jones published clips of the speech yesterday and followed up with
the full, uncut video of Romney’s remarks today. Almost immediately, both
Twitter and Facebook were flooded with comments about Romney’s speech.
Source: http://venturebeat.com/2012/09/18/47-in-24-hours-how-social-media-magnified-secret-romney-videos/

5. Social Software for the Enterprise?
E2.0 is not W2.0
There’s an E for a reason!
Drivers are different, work process is
different, incentives are different.!
Achieving adoption is a challenge, but…!
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6. But there is a wiki way…
Critical Documentation
Standard Operating Procedures, Quality Manual, Social Profiles,
Training Doc, Other Knowledge!
Critical Record / Exception Management
Corrective Actions, Preventive Actions, Risks, Improvements!
Critical Conversation
Driving those exceptions and ideas to completion!
Establish a base for Enterprise Social Media
Enterprise “media” establishes a base for enterprise social media,
just like traditional media and wikipedia does for the web
6

7. Athens Group - ISO Certification
Quality Manual and
Process Documentation
Athens Group provides independent,
third-party technology assurance
services for high-specification Oil &
Gas drilling and production systems.
Edit history and Draft /
Publish Moderation makes
auditors smile
Source - Athens Group - Traction TeamPage for Quality Management Training and Knowledge Base
http://traction.tractionsoftware.com/traction/permalink/Public2238
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8. Athens Group - ISO Certification
Training Material is also
incorporated, with pointers to
process doc!
Helps bring new consultants up to
speed
8

9. Decagon Devices - ISO Certification
Decagon Devices
designs, manufactures
and markets scientific
instruments used to
measure water, light
and heat in the soilplant-atmosphere
continuum.
Socially driven intranet drives activity,
supports ISO 9001 certification
Source - Decagon Devices: Plans, Products, Projects, and ISO 9001 Quality Management
http://traction.tractionsoftware.com/traction/permalink/Public2460
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10. Decagon Devices - SOPs
Dashboard for Standard Operating Procedures
organizes documentation by Department!
10

11. Decagon Devices - CAPAs
Corrective / Preventive Action Dashboard organizes
CAPAs by category and through a review process!
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12. CAPA Tracking in Manufacturing
CAPA Form accepts
documentation and data that
a firm has to track!
CAPA Page allows comments
and shows edit history!
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13. CAPA Tracking in Manufacturing
Sortable Table renders CAPA entries in a sortable
table, click to read more or comment!

14. Risk Tracking in BioTech
For Failure Mode and Effect
Analysis (FMEA) in Product
Development Process!
Source - Pharma and BioTech Risk Management
http://traction.tractionsoftware.com/traction/permalink/Blog2104
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15. Adoption of Enterprise Social Tools
Putting Social Tools into Grain of Work
putting documentation and tracking into the critical path of social
tools makes tools the focus rather than a distraction!
Takes Culture off the Table
the use of social tools becomes functionally required, culturally
ingrained!
And Drives Creativity.
critical path examples teach web publishing as the new paper,
encouraging new uses to handle knowledge like never before.!
15

16. Jordan Frank
VP Sales and BD
Chief Emergineering Officer
jfrank@tractionsoftware.com
401-528-1145
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