How can social technologies be used to drive processes and innovation?

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How can social technologies be used to drive processes and innovation? Delivered at Oracle/AIIM Social Business Seminar in NYC.

How can social technologies be used to drive processes and innovation? Delivered at Oracle/AIIM Social Business Seminar in NYC.

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  • 1. How  Social  Business  is  Driving  Innova4on  John  Mancini,  President,  AIIM  Blog  =  Digital  Landfill  Twi<er,  LinkedIn  &  Facebook  =  @jmancini77  Email  =  johnmancini@aiim.org    
  • 2. A  technology   ImplicaJons   How  do  I  use  inflecJon     social  point     business  to       drive       innovaJon?                                      
  • 3. Core  Beliefs  1.  EffecJve  informaJon  management  ma<ers.  2.  InformaJon  professionals  ma<er.  3.  CollecJve  experience  ma<ers.  4.  BOTH  users  and  suppliers  ma<er.  If  you  are  an  informaJon  professional,  AIIM  is  your  place!    
  • 4. A  technology  inflecJon  point                  
  • 5. Systems  of  Record  
  • 6. Era   Mainframe   Mini   PC   Internet   ???   Systems  of  Record   Years   1960-­‐1975   1975-­‐1992   1992-­‐2001   2001-­‐2009   2010-­‐2015   Typical   A  batch   A  dept   A   A  web   thing   ???   trans   process   document   page  managed   Best   Digital   known   IBM   Microsob   Google   ???   Equipment  company  Content   Image   Document   Content   mgmt   Microfilm   ???   Mgmt   Mgmt   Mgmt   focus  
  • 7. Social  everywhere.  h<p://www.flickr.com/photos/mymollypop/2645589819  
  • 8. Social  everywhere.  •  Outside  the  firewall…   –  1,330  years  worth  of  Jme  spent  every  day  on   Facebook.   –  800M  Facebook  users.   –  50%  log  in  on  any  day.   –  250M  photos  uploaded  per  day.  –  Inside  the  firewall  (per  AIIM  Industry  Watch)…   –  Only  38%  have  an  enterprise  social  strategy.   –  But  27%  now  view  social  as  infrastructure.  
  • 9. Mobile  everywhere.  h<p://www.flickr.com/photos/sco<vanderchijs/4912947547  
  • 10. Mobile  everywhere.  •  Mobile  subscribers  have  grown  from  719M  in   2000  (60%  in  developed  world)  to  5.6M  today   (70%  in  the  developing  world).  •  Only  835M  out  of  5.6M  devices  are  smartphones.  •  q4:10  -­‐  smartphones  +  tablets  >  notebooks  +   desktops.  •  q2:10  -­‐  Windows  operaJng  systems  <  50%  of   Internet  enabled  devices.  •  Mobile  is  the  only  access  point  for  1/3  of  Internet   users.  
  • 11. Systems  of  Engagement   Social  and   Era   Mainframe   Mini   PC   Internet   Cloud   Systems  of  Record   Years   1960-­‐1975   1975-­‐1992   1992-­‐2001   2001-­‐2009   2010-­‐2015   Typical   A  batch   A  dept   A   A  web   An   thing   trans   process   document   page   interacJon  managed   Best   Digital   known   IBM   Microsob   Google   Facebook   Equipment  company  Content   Social   Image   Document   Content   mgmt   Microfilm   Business   Mgmt   Mgmt   Mgmt   focus   Systems  
  • 12. Considera4on   Systems  of  Record   Systems  of  Engagement  Focus   TransacJons   InteracJons  Governance   Command  &  Control   CollaboraJon  Core  Elements   Facts  &  Commitments   Ideas  &  Nuances  Value   Single  Source  of  Truth   Discovery  &  Dialog  Standard   Accurate  &  Complete   Immediate  &  Accessible  Content   Authored   Communal  Primary  Record  Type   Documents   ConversaJons  Searchability   Easy   Hard  Usability   User  is  trained   User  “knows”    Accessibility   Regulated  &  Contained   Ad  Hoc  &  Open  RetenJon   Permanent   Transient  Policy  Focus   Security  (Protect  Assets)   Privacy  (Protect  Users)  
  • 13. A  technology   ImplicaJons  inflecJon    point                                    
  • 14. A  new  CIO  Mandate  From  risk/cost  to  value/engage  
  • 15. Marchand’s  Strategic   Add  value  Informa4on   customers  and  Alignment   markets  Framework     Minimise  Risks   Reduce  Costs   market,  financial,   transacJon  and   legal,   processes   operaJonal  risks       Create  New  Reality   Intelligence     (social,  poliJcal,  technological,  etc)    
  • 16. Rising  expectaJons  For  end  users  and  the  business  
  • 17. 18-­‐30  “I  expect  to  use  the  same  type  of   47%  networking  tools  with  my   31-­‐45  business  colleagues  as  I   37%  do  with  my  friends  and   >45  family.”   31%   Source:  AIIM  
  • 18. “I  believe  that   18-­‐30  the  ‘wisdom  of   57%  the  crowds’  improves   31-­‐45  informa4on  quality  ”   49%   >45   33%   Source:  AIIM  
  • 19. Photo  source  =  h<p://www.flickr.com/photos/noJonscapital/5225049493/  
  • 20. The  challenge  of  compounding  Reten8on  vs.  disposi8on  
  • 21. 17%   Amount  of  IT  budget  spent  on  storage     30%   Annual  change  in  Storage  costs   59.8  cents  per  gigabyte  (Dec  2005)   8.2  cents  per  gigabyte  (August  2010)  2009   2010   2011   2012   2013   2014   2015   2016   2017   2018   2019   2020  Informa4on  growth  per  IDC  
  • 22. A  new  risk/reward  balancing  act  The  pendulum  swings  
  • 23. “…fully  networked  enterprises  are  not  only  more  likely  to  be  market  leaders  or  to  be  gaining  market  share  but  also  use  management  pracJces  that  lead  to  margins  higher  than  those  of  companies  using  the  Web  in  more  limited  ways…”  
  • 24. Stuck  in  the  Paper  Paradigm  Knot  
  • 25. “Linked  informaJon  such  as  pictures  and  websites  is  not  part  of  the  archive,  and  the  Library  has  no  plans  to  collect  the  linked  sites.”    
  • 26. When  is  “social”  a  Federal  “record?”  •  Is  the  informaJon  unique  and  not   available  anywhere  else?   Is  it  a  record?  •  Does  it  contain  evidence  of  an   agency’s  policies,  business,   mission,  etc.?  •  Is  the  tool  being  used  in  relaJon  to   an  agency’s  work?  •  Is  there  a  business  need  for  the   informaJon?  •  Does  it  document  a  transacJon  or   decision?   Source  =  h<p://www.archives.gov/records-­‐mgmt/bulleJns/2011/2011-­‐02.html  
  • 27. If  the  answers  to  ANY  of  the  above  quesJons  are  yes,  then  the  content  is  likely  to  be  a  Federal  record.  Source  =  h<p://www.archives.gov/records-­‐mgmt/bulleJns/2011/2011-­‐02.html  
  • 28. When  the  heck  is  social  content  NOT  a  Federal  Record  under  this  definiJon?   Source  =  h<p://www.archives.gov/records-­‐mgmt/bulleJns/2011/2011-­‐02.html  
  • 29. Considered  remedies:  •  87%  Social  Media  Policy  •  86%  Employ  training  •  85%  Capturing   confidenJal  data  •  85%  Data  loss  prevenJon  •  84%  Data  management   technology  •  82%  Archive  sensiJve  info       Source:  Symantec  h<p://bit.ly/niAPxy  
  • 30. A  technology   ImplicaJons   How  do  I  use  inflecJon     social  point     business  to       drive       innovaJon?                                      
  • 31. IntegraJon  of  social  into  business  processes  Role   Before  the  empowered  era   New  opportuni4es  CEO   OpJmize  customer  sales  and   Encourage  direct  engagement   expenses;  manage  top-­‐down   with  customers;  promote  cross-­‐ organizaJonal  structures   organizaJonal  collaboraJon    CommunicaJons   Use  email,  Web,  print  and   Use  video  and  social  channels  to   social  channels  for  outbound   promote  interacJve   communicaJon   communicaJons  Customer  service   Serve  customers  at  the  lowest   Engage  customer  directly  using   possible  cost   social  and  mobile  technologies  HR   Use  teacher-­‐based  classroom   Harness  video  and  social   or  online  training   technology  for  peer-­‐led  learning   and  development  MarkeJng   Treat  customers  as  a  target   Harness  empowered  customers   populaJon  to  be  reached  and   as  a  markeJng  channel  that   influenced   influences  others  Sales   Use  tradiJonal  channels  to   Use  mobile  and  social   speak  directly  with  customers   technologies  to  speak  directly  Source:  Forrester   with  customers  
  • 32. The  benefits  of  the  networked  enterprise   %  repor4ng   median  Employee  benefits   this   improve  Inc  speed  of  knowledge  access   77%   30%  Reducing  communicaJons  costs   60%   10%  Inc  speed  of  access  to  internal  experts   52%   30%  Decreasing  travel  costs   44%   20%  Inc  employee  saJsfacJon   41%   20%  Reduce  operaJonal  costs   40%   20%  Reduce  Jme  to  market   29%   20%  Inc  #  of  successful  innovaJons   28%   20%  Inc  revenues   18%   15%   Source = McKinsey Quarterly, The rise of the networked enterprise
  • 33. More  than  35%  of  P&G’s  new  products  come  from  customer  and  partner  networks          Source:  Former  CEO  A.G  Lafley,  HBS  
  • 34. Use  Case:    Sales  and  MarkeJng  Co-­‐operaJon   •  Between  2.5x  and  3x  improvement  in  Sales   and  MarkeJng  co-­‐operaJon   Photo:  h<p://www.flickr.com/photos/steve-­‐brandon/382505744/sizes/l/in/photostream/  
  • 35. Use  Case:  Enterprise  Q&A   •  38%  of  organizaJons  get  half  or   more  of  answers  from   unexpected  sources.    Photo:  h<p://www.flickr.com/photos/gamingunion/5842848685/sizes/l/in/photostream/  
  • 36. Use  Case:  Open  InnovaJon  •  48%  have  surfaced  major  changes  to   internal  processes    •  34%  have  come  up  with  major   changes  to  external  offerings   Photo:  h<p://www.flickr.com/photos/rlukebryant/2061264570/  
  • 37. Strategies  for  Success  
  • 38. How  to  get  started?  www.aiim.org/roadmap  
  • 39. Rise  of  the   “Professional  roles  focused  on   informa8on  management  will  InformaJon   be  different  to  that  of  Professional   established  IT  roles.         An  informa8on  professional  will     not  be  one  type  of  role  or  skill     set,  but  will  in  fact  have  a     number  of  specializaJons.”       Deb  Logan  and  Regina  Casonata,     Gartner      
  • 40. PROFESSIONAL  CERTIFICATION  covering  the  broad   based  body  of  knowledge  that  every  informaJon   professional  needs  to  understand.   DOMAINS   FOCUS  AREAS   Enterprise  search,  Business  intelligence,  Master   Access/  Use   data  management,  Text  analyJcs   InformaJon  capture,  BPM,  KM,  Email   Capture/Manage   management,  Content  management   CollaboraJon,  Social  media,  Info  workplace,  IM,   Collaborate/Deliver   TelecommuJng  support,  Web  conferencing   Security,  RM,  Data  privacy,  DRM,  Archiving,   Secure/Preserve   eDiscovery   Info  architecture,  Technical  architecture,  Cloud  Architecture/Systems   compuJng,  Mobile  apps,  Websites  and  portals   Strategic  planning,  Building  business  case,  Impl   Plan/Implement   planning,  Req  def,  SoluJon  design,  Change  mgmt  
  • 41. How  Social  Business  is  Driving  Innova4on  John  Mancini,  President,  AIIM  Blog  =  Digital  Landfill  Twi<er,  LinkedIn  &  Facebook  =  @jmancini77  Email  =  johnmancini@aiim.org