Implemenng	  Social	  Technology	  Responsibly	  	  Thinking	  About	  Technology,	  Risk,	  and	  Change	  Management	  T...
AIIM.org	  
AIIM	  1-­‐day	  strategy	  briefings	  •  Cost	  =	  $8,000	  •  Two	  types	  of	  briefings…	      –  How	  can	  I	  use...
AIIM	  1-­‐day	  strategy	  briefings	  •  Cost	  =	  $8,000	       –  How	  can	  I	  use	  social	  business	  to	  impro...
Technology	    Social	  as	  a	  strategy	         SharePoint	  as	  a	  plaZorm	                             Risk	  Manag...
Technology	    Social	  as	  a	  strategy	         SharePoint	  as	  a	  plaZorm	                             Risk	  Manag...
Era	       Mainframe	             Mini	             PC	          Internet	           ???	                                 ...
The	  Last	  Two	  Decades	  of	  Enterprise	  IT	    Systems	  of	  Record	    Command	  and	  control	     Transacon-­‐o...
The	  flow	  of	  IT	  innovaon	  during	  the	  past	          Large	  orgs	  two	  decades	                    Consumer	 ...
Seth Godin:“It’s human natureto imagine that the       future "will be just like the present, but with  cooler uniforms " ...
The	  flow	  of	  IT	  innovaon	  over	                                   Large	  orgs	  the	  past	  5	  years…	          ...
Photo	  source	  =	  hFp://www.flickr.com/photos/noonscapital/5225049493/	  
Marchand’s	  Strategic	                         Add	  value	  Informa6on	                      customers	  and	  Alignment...
How	  Does	  This	  Change	  CEO	  Expectaons	  of	  IT?	  •  Reinvent	  Customer	  Rela6onships	     –  Honor	  your	  cu...
Systems	  of	  Engagement	                                                                                          Social...
Systems	  of	  Engagement	                                                                                          Social...
The	  Next	  Decade	  of	  Enterprise	  IT	  Systems	  of	  Record	          Systems	  of	  Engagement	   Command	  and	  ...
Three	  things	  are	  key	  to	  SharePoint’s	                                                       overtaking	  of	  EC...
37%                                            “SharePoint	  is	  our	  first	                                             ...
13%	  almost	  immediately          	                                                	                                    ...
Source	  =	  Mike	  Alsup	  presentaon	  at	  AIIM	  DMSPEF,	  November	  2010	  
“Unfamiliar	  with	  E2.0”	  	                                                                               5% in 2010   ...
55%                                                                                                          consider	  in...
55%                                               are	  using	  or	  plan	  to	  be	  using	                              ...
Technology	    Social	  as	  a	  strategy	         SharePoint	  as	  a	  plaZorm	                             Risk	  Manag...
Photo	  source	  =	  hFp://www.flickr.com/photos/gluemoon/174825611/	  	  
[Social	  content	  on	  external	  sites]	  will	  be	  archived	  and	  retained	  for	  the	  required	  period	  of	  ...
Non-­‐administrave	  incoming/outgoing	  and	  internal	  correspondence,	  in	  any	  media,	  pertaining	  to	  or	  ari...
Dear	  Sir/Madam:	  	  I	  am	  looking	  into	  starng	  a	  goat	  dairy	  farm	  ,	  what	  licenses	  do	  I	  need	  ...
Do	  we	  need	  to	  keep	               this?	                    Photo	  source	  =	  hFp://www.flickr.com/             ...
How	  long	  do	  we	  need	  to	  keep	  this?	                  Photo	  source	  =	  hFp://www.flickr.com/               ...
How	  and	  when	  do	  I	   move	  it	  from	  the	  external	  site	  to	  an	   internal	  archive?	                   ...
Whose	  job	  is	  it	  to	  do	            this?	                       Photo	  source	  =	  hFp://www.flickr.com/        ...
Will	  this	  ever	  really	          get	  done?	                  	     Do	  we	  care?	                    Photo	  sour...
When	  using	  web	  2.0/social	  media	  plaZorms…	  	  Is	  the	  informaon	  unique	  and	  not	  available	  anywhere	...
When	  using	  web	  2.0/social	  media	  plaZorms…	  	  Does	  it	  contain	  evidence	  of	  an	  agencys	  policies,	  ...
When	  using	  web	  2.0/social	  media	  plaZorms…	  	  Is	  this	  tool	  being	  used	  in	  relaon	  to	  the	  agency...
When	  using	  web	  2.0/social	  media	  plaZorms…	  	  Is	  use	  of	  the	  tool	  authorized	  by	  the	  agency?	    ...
When	  using	  web	  2.0/social	  media	  plaZorms…	  	  Is	  there	  a	  business	  need	  for	  the	  informaon?	    Sou...
When	  using	  web	  2.0/social	  media	  plaZorms…	  	  If	  the	  answers	  to	  any	  of	  the	  above	  quesons	  are	...
No	  	     Yes	  We	  have	  a	  policy	  on	  acceptable	  use	  of	  public	  E2.0	  sites	                             ...
Given	  that	  technology	  policy	  and	  regulaon	  always	  lag	  technology	  pracce,	  what	  kind	  of	  obstacles	 ...
Technology	    Social	  as	  a	  strategy	         SharePoint	  as	  a	  plaZorm	                             Risk	  Manag...
24%                                       “The	  use	  of	  external	                                                     ...
“A	  new	  class	  of	  company	  is	  emerging—one	  that	  uses	  collaborave	  Web	  2.0	  technologies	  intensively	 ...
Key	  Benefits	  of	  Social	  Technologies	  	  Employee/producvity	  	  Customer	  	  Supply	  chain	  	  	  
The	  benefits	  of	  the	  networked	  enterprise	          %	  repor6ng	   median	    Employee	  benefits	                ...
Hours	  per	  day…	  The	  producvity	  queson	                   Admin	                                                  ...
The	  hierarchy	  queson	  
The	  culture	  queson	                                    Clear	  connecon	                                              ...
Implemenng	  Social	  Technology	  Responsibly	  	  Thinking	  About	  Technology,	  Risk,	  and	  Change	  Management	  T...
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
Thinking about Technology, Risk, and Change Management Through a Social Lens
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Thinking about Technology, Risk, and Change Management Through a Social Lens

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

  1. 1. 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  
  2. 2. AIIM.org  
  3. 3. 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    
  4. 4. 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    
  5. 5. 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  
  6. 6. 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  
  7. 7. 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  
  8. 8. The  Last  Two  Decades  of  Enterprise  IT   Systems  of  Record   Command  and  control   Transacon-­‐oriented   Document-­‐centric   Limited  deployment   Central  IT-­‐provisioned  
  9. 9. The  flow  of  IT  innovaon  during  the  past   Large  orgs  two  decades   Consumer   SMEs   Home   office  
  10. 10. Seth Godin:“It’s human natureto imagine that the future "will be just like the present, but with cooler uniforms " and flying cars.”
  11. 11. The  flow  of  IT  innovaon  over   Large  orgs  the  past  5  years…   Consumer   SMEs   Home  office  
  12. 12. Photo  source  =  hFp://www.flickr.com/photos/noonscapital/5225049493/  
  13. 13. 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)    
  14. 14. 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  
  15. 15. 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  
  16. 16. 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  
  17. 17. 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  
  18. 18. 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/  
  19. 19. 37% “SharePoint  is  our  first   significant  implementaon   of  ECM.”    Source  =  AIIM,  SharePoint:  Strategies  and  Experiences,  N=436  SharePoint  using  or  planning  
  20. 20. 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  
  21. 21. Source  =  Mike  Alsup  presentaon  at  AIIM  DMSPEF,  November  2010  
  22. 22. “Unfamiliar  with  E2.0”     5% in 2010 17% in 2009 41% in 2008Source  =  AIIM,  N=412,  >10  emps,  No  Trade    
  23. 23. 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  
  24. 24. 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  
  25. 25. 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  
  26. 26. Photo  source  =  hFp://www.flickr.com/photos/gluemoon/174825611/    
  27. 27. [Social  content  on  external  sites]  will  be  archived  and  retained  for  the  required  period  of  6me  in  accordance  with  the  DIR  Records  Reten6on  Schedule.    
  28. 28. 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  
  29. 29. 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?  
  30. 30. Do  we  need  to  keep   this?   Photo  source  =  hFp://www.flickr.com/ photos/marcobellucci/3534516458/  
  31. 31. How  long  do  we  need  to  keep  this?   Photo  source  =  hFp://www.flickr.com/ photos/marcobellucci/3534516458/  
  32. 32. How  and  when  do  I   move  it  from  the  external  site  to  an   internal  archive?   Photo  source  =  hFp://www.flickr.com/ photos/marcobellucci/3534516458/  
  33. 33. Whose  job  is  it  to  do   this?   Photo  source  =  hFp://www.flickr.com/ photos/marcobellucci/3534516458/  
  34. 34. Will  this  ever  really   get  done?     Do  we  care?   Photo  source  =  hFp://www.flickr.com/ photos/marcobellucci/3534516458/  
  35. 35. 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  
  36. 36. 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  
  37. 37. 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  
  38. 38. 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  
  39. 39. 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  
  40. 40. 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  
  41. 41. 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  
  42. 42. 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?  
  43. 43. 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  
  44. 44. 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  
  45. 45. “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.”  
  46. 46. Key  Benefits  of  Social  Technologies    Employee/producvity    Customer    Supply  chain      
  47. 47. 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
  48. 48. 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  
  49. 49. The  hierarchy  queson  
  50. 50. 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  
  51. 51. 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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