Thinking about Technology, Risk, and Change Management Through a Social Lens

Implemenng Social Technology Responsibly Thinking About Technology, Risk, and Change Management Through a Social Lens John Mancini, President, AIIM Blog = Digital Landﬁll TwiFer = @jmancini77 Email = johnmancini@aiim.org LinkedIn and Facebook = jmancini77 Image source = hFp://www.ﬂickr.com/photos/somegeekintn/ 3709203268

AIIM.org

AIIM 1-‐day strategy briefings •  Cost = $8,000 •  Two types of briefings… –  How can I use social business to reinvent customer rela/onships? •  How can you use two-‐way communicaEon to sync with customers? •  How can you leverage the experEse of customers who are experts and products advocates? •  How can you improve customer saEsfacEon and revenue? •  How can you provide staff with Emely, relevant, and accurate customer and support informaEon? •  How can you reduce markeEng and support costs across the organizaEon? –  More informaEon, contact Jesse Wilkins at jwilkins@aiim.org –  hQp://www.aiim.org/Research/Briefings/Social-‐MarkeEng

AIIM 1-‐day strategy briefings •  Cost = $8,000 –  How can I use social business to improve opera/ng flexibility and effec/veness? •  How can you align your organizaEon behind a business vision or goal? •  How can you improve collaboraEon and responsiveness? •  How can you surface and explore ways of improving business operaEons and products? •  How can you capture and retain knowledge with many staff approaching reErement age? •  How can you improve knowledge sharing between departments or locaEons? –  More informaEon, contact Jesse Wilkins at jwilkins@aiim.org –  hQp://www.aiim.org/Research/Briefings/Social-‐Business

Technology Social as a strategy SharePoint as a plaZorm Risk Management Knowledge vs. Risk Challenges of the cloud Change Management Not everyone is social Dealing with the skepcs

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 ??? transacon process document page managed Best Digital known IBM Microso` Google ??? Equipment company Content Image Document Content mgmt Microﬁlm ??? Mgmt Mgmt Mgmt focus

The Last Two Decades of Enterprise IT Systems of Record Command and control Transacon-‐oriented Document-‐centric Limited deployment Central IT-‐provisioned

The ﬂow of IT innovaon during the past Large orgs two decades Consumer SMEs Home oﬃce

Seth Godin:“It’s human natureto imagine that the future "will be just like the present, but with cooler uniforms " and ﬂying cars.”

The ﬂow of IT innovaon over Large orgs the past 5 years… Consumer SMEs Home oﬃce

Photo source = hFp://www.ﬂickr.com/photos/noonscapital/5225049493/

Marchand’s Strategic Add value Informa6on customers and Alignment markets Framework Minimise Risks Reduce Costs market, ﬁnancial, transacon and legal, processes operaonal risks Create New Reality Intelligence (social, polical, technological, etc)

How Does This Change CEO Expectaons of IT? •  Reinvent Customer Rela6onships –  Honor your customers above all else –  Use two-‐way communicaon to stay in sync with customers –  Proﬁt from the informaon explosion •  Build Opera6ng Dexterity –  Simplify whenever possible –  Manage systemic complexity –  Promote a mindset of being fast Source = IBM Worldwide Survey of 1,500 CEOs, 2010 and ﬂexible –  Be “glocal” Systems of Engagement

Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Years 1960-‐1975 1975-‐1992 1992-‐2001 2001-‐2009 2010-‐2015 Typical A batch A dept A A web An thing transacon process document page interacon managed Best Digital known IBM Microso` Google Facebook Equipment company Content Social Image Document Content mgmt Microﬁlm Business Mgmt Mgmt Mgmt focus Systems

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 transacon process document page interacon managed Best Digital known IBM Microso` Google Facebook Equipment company Content Social Image Document Content mgmt Microﬁlm Business Mgmt Mgmt Mgmt focus Systems

The Next Decade of Enterprise IT Systems of Record Systems of Engagement Command and control Open and accessible Transacon-‐oriented Interacon-‐oriented Document-‐centric User-‐centric Limited deployment Ubiquitous deployment Central IT-‐provisioned Self-‐provisioned

Three things are key to SharePoint’s overtaking of ECM. They solved the most pervasive problem ﬁrst – not the hardest. They created promoters by leqng users believe they control their own data. They marketed and promoted the product through IT operaons channels. Source = hFp://bigmenoncontent.com/2010/03/02/the-‐problem-‐with-‐e-‐in-‐ecm-‐part-‐ii-‐how-‐sharepoint-‐is-‐capturing-‐ecm/

37% “SharePoint is our ﬁrst signiﬁcant implementaon of ECM.” Source = AIIM, SharePoint: Strategies and Experiences, N=436 SharePoint using or planning

13% almost immediately How soon a`er its launch 50% within a year do you envisage implemenng the Some cau6on from rest -‐ 34% two years or no plans SharePoint 2010 upgrade? Source = AIIM, SharePoint: Strategies and Experiences, N=436 SharePoint using or planning

Source = Mike Alsup presentaon at AIIM DMSPEF, November 2010

“Unfamiliar with E2.0” 5% in 2010 17% in 2009 41% in 2008Source = AIIM, N=412, >10 emps, No Trade

55% consider internal E2.0 to be of signiﬁcant importance to business success Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade

55% are using or plan to be using E2.0 funcons in SharePoint 2010 within next 18 months Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade

Photo source = hFp://www.ﬂickr.com/photos/gluemoon/174825611/

[Social content on external sites] will be archived and retained for the required period of 6me in accordance with the DIR Records Reten6on Schedule.

Non-‐administrave incoming/outgoing and internal correspondence, in any media, pertaining to or arising from the roune operaons of the policies, programs, services, or projects of an agency. Retenon = 1 year

Dear Sir/Madam: I am looking into starng a goat dairy farm , what licenses do I need and where can I ﬁnd the guidelines for inspecon of milking parlor, and regulaons?

Do we need to keep this? Photo source = hFp://www.ﬂickr.com/ photos/marcobellucci/3534516458/

How long do we need to keep this? Photo source = hFp://www.ﬂickr.com/ photos/marcobellucci/3534516458/

How and when do I move it from the external site to an internal archive? Photo source = hFp://www.ﬂickr.com/ photos/marcobellucci/3534516458/

Whose job is it to do this? Photo source = hFp://www.ﬂickr.com/ photos/marcobellucci/3534516458/

Will this ever really get done? Do we care? Photo source = hFp://www.ﬂickr.com/ photos/marcobellucci/3534516458/

When using web 2.0/social media plaZorms… Is the informaon unique and not available anywhere else? Source = hFp://www.archives.gov/records-‐mgmt/bullens/2011/2011-‐02.html

When using web 2.0/social media plaZorms… Does it contain evidence of an agencys policies, business, mission, etc.? Source = hFp://www.archives.gov/records-‐mgmt/bullens/2011/2011-‐02.html

When using web 2.0/social media plaZorms… Is this tool being used in relaon to the agencys work? Source = hFp://www.archives.gov/records-‐mgmt/bullens/2011/2011-‐02.html

When using web 2.0/social media plaZorms… Is use of the tool authorized by the agency? Source = hFp://www.archives.gov/records-‐mgmt/bullens/2011/2011-‐02.html

When using web 2.0/social media plaZorms… Is there a business need for the informaon? Source = hFp://www.archives.gov/records-‐mgmt/bullens/2011/2011-‐02.html

When using web 2.0/social media plaZorms… If the answers to any of the above quesons are yes, then the content is likely to be a Federal record. Source = hFp://www.archives.gov/records-‐mgmt/bullens/2011/2011-‐02.html

No Yes We have a policy on acceptable use of public E2.0 sites 44% 54% New employees are given acceptable use policies and guidance on the use of public E2.0 sites 51% 49% New employees are given training and guidance on the use of our internal E2.0 systems 67% 34% Internal E2.0 roll outs to exisng staﬀ include guidance policies and training 62% 38% Involvement in internal E2.0 is reviewed in staﬀ appraisals 90% 12% Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade

Given that technology policy and regulaon always lag technology pracce, what kind of obstacles do outdated policies and regulaons pose to rapid implementaon of social business systems? What is the governance framework we want to place around social content?

24% “The use of external social media for work acvies is discouraged. ” 43% Access to Facebook, YouTube and/or TwiFer is barred during the working day. Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade

“A new class of company is emerging—one that uses collaborave Web 2.0 technologies intensively to connect the internal eﬀorts of employees and to extend the organizaon’s reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise.”

Key Beneﬁts of Social Technologies Employee/producvity Customer Supply chain

The beneﬁts of the networked enterprise % repor6ng median Employee beneﬁts this improve Inc speed of knowledge access 77% 30% Reducing communicaons costs 60% 10% Inc speed of access to internal experts 52% 30% Decreasing travel costs 44% 20% Inc employee sasfacon 41% 20% Reduce operaonal costs 40% 20% Reduce me to market 29% 20% Inc # of successful innovaons 28% 20% Inc revenues 18% 15% Source = McKinsey Quarterly, The rise of the networked enterprise

Hours per day… The producvity queson Admin 3.54 1.01 Sales 3.75 1.68 Markeng 3.80 1.65 Top mgmt 3.11 1.32 email social Source: Pierre Khawand, The New New Inbox Survey Report, Copyright 2010 People-‐OnTheGo, www.people-‐onthego.com

The hierarchy queson

The culture queson Clear connecon Clear connecon to org purpose to org purpose but not social and social “Type A” “Magic” Weak connecon Weak connecon to org purpose to org purpose and not social and social “Lost” “Social BuFerﬂy” Source = Bevin Hernandez, Penn State, at Enterprise 2.0 Conference

Implemenng Social Technology Responsibly Thinking About Technology, Risk, and Change Management Through a Social Lens John Mancini, President, AIIM Blog = Digital Landﬁll TwiFer = @jmancini77 Email = johnmancini@aiim.org LinkedIn and Facebook = jmancini77 Image source = hFp://www.ﬂickr.com/photos/somegeekintn/ 3709203268

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Thinking about Technology, Risk, and Change Management Through a Social Lens

by John Mancini on Feb 03, 2011

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Thinking about Technology, Risk, and Change Management Through a Social Lens — Presentation Transcript