Keynote presentation originally given at the Newsgator Collective conference.

1. Implemen'ng
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. AIIM.org

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. 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. 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
skep'cs

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
skep'cs

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

8. The
Last
Two
Decades
of
Enterprise
IT
Systems
of
Record
Command
and
control
Transac'on-­‐oriented
Document-­‐centric
Limited
deployment
Central
IT-­‐provisioned

9. The
flow
of
IT
innova'on
during
the
past
Large
orgs
two
decades
Consumer
SMEs
Home
office

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

13. The
flow
of
IT
innova'on
over
Large
orgs
the
past
5
years…
Consumer
SMEs
Home
office

14. Photo
source
=
hFp://www.flickr.com/photos/no'onscapital/5225049493/

15. Marchand’s
Strategic
Add
value
Informa6on
customers
and
Alignment
markets
Framework
Minimise
Risks
Reduce
Costs
market,
financial,
transac'on
and
legal,
processes
opera'onal
risks
Create
New
Reality
Intelligence
(social,
poli'cal,
technological,
etc)

16. How
Does
This
Change
CEO
Expecta'ons
of
IT?
• Reinvent
Customer
Rela6onships
– Honor
your
customers
above
all
else
– Use
two-­‐way
communica'on
to
stay
in
sync
with
customers
– Profit
from
the
informa'on
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

17. 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
transac'on
process
document
page
interac'on
managed
Best
Digital
known
IBM
Microso`
Google
Facebook
Equipment
company
Content
Social
Image
Document
Content
mgmt
Microfilm
Business
Mgmt
Mgmt
Mgmt
focus
Systems

18. 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
transac'on
process
document
page
interac'on
managed
Best
Digital
known
IBM
Microso`
Google
Facebook
Equipment
company
Content
Social
Image
Document
Content
mgmt
Microfilm
Business
Mgmt
Mgmt
Mgmt
focus
Systems

19. The
Next
Decade
of
Enterprise
IT
Systems
of
Record
Systems
of
Engagement
Command
and
control
Open
and
accessible
Transac'on-­‐oriented
Interac'on-­‐oriented
Document-­‐centric
User-­‐centric
Limited
deployment
Ubiquitous
deployment
Central
IT-­‐provisioned
Self-­‐provisioned

20. 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
opera'ons
channels.
Source
=
hFp://bigmenoncontent.com/2010/03/02/the-­‐problem-­‐with-­‐e-­‐in-­‐ecm-­‐part-­‐ii-­‐how-­‐sharepoint-­‐is-­‐capturing-­‐ecm/

21. 37% “SharePoint
is
our
first
significant
implementa'on
of
ECM.”
Source
=
AIIM,
SharePoint:
Strategies
and
Experiences,
N=436
SharePoint
using
or
planning

22. 13%
almost
immediately
How
soon
a`er
its
launch
50%
within
a
year
do
you
envisage
implemen'ng
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

23. Source
=
Mike
Alsup
presenta'on
at
AIIM
DMSPEF,
November
2010

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

25. 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

26. 55% are
using
or
plan
to
be
using
E2.0
func'ons
in
SharePoint
2010
within
next
18
months
Source
=
AIIM,
Pu5ng
Enterprise
2.0
to
Work,
N=412,
>10
emps,
No
Trade

27. 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
skep'cs

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

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

41. Non-­‐administra've
incoming/outgoing
and
internal
correspondence,
in
any
media,
pertaining
to
or
arising
from
the
rou'ne
opera'ons
of
the
policies,
programs,
services,
or
projects
of
an
agency.
Reten'on
=
1
year

43. Dear
Sir/Madam:
I
am
looking
into
star'ng
a
goat
dairy
farm
,
what
licenses
do
I
need
and
where
can
I
find
the
guidelines
for
inspec'on
of
milking
parlor,
and
regula'ons?

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

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

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

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

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

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

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

51. When
using
web
2.0/social
media
plaZorms…
Is
this
tool
being
used
in
rela'on
to
the
agency's
work?
Source
=
hFp://www.archives.gov/records-­‐mgmt/bulle'ns/2011/2011-­‐02.html

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

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

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

55. 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
exis'ng
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

56. Given
that
technology
policy
and
regula'on
always
lag
technology
prac'ce,
what
kind
of
obstacles
do
outdated
policies
and
regula'ons
pose
to
rapid
implementa'on
of
social
business
systems?
What
is
the
governance
framework
we
want
to
place
around
social
content?

57. 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
skep'cs

59. 24% “The
use
of
external
social
media
for
work
ac'vi'es
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

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

61. Key
Benefits
of
Social
Technologies
Employee/produc'vity
Customer
Supply
chain

62. The
benefits
of
the
networked
enterprise
%
repor6ng
median
Employee
benefits
this
improve
Inc
speed
of
knowledge
access
77%
30%
Reducing
communica'ons
costs
60%
10%
Inc
speed
of
access
to
internal
experts
52%
30%
Decreasing
travel
costs
44%
20%
Inc
employee
sa'sfac'on
41%
20%
Reduce
opera'onal
costs
40%
20%
Reduce
'me
to
market
29%
20%
Inc
#
of
successful
innova'ons
28%
20%
Inc
revenues
18%
15%
Source = McKinsey Quarterly, The rise of the networked enterprise

64. Hours
per
day…
The
produc'vity
ques'on
Admin
3.54
1.01
Sales
3.75
1.68
Marke'ng
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

65. The
hierarchy
ques'on

66. The
culture
ques'on
Clear
connec'on
Clear
connec'on
to
org
purpose
to
org
purpose
but
not
social
and
social
“Type
A”
“Magic”
Weak
connec'on
Weak
connec'on
to
org
purpose
to
org
purpose
and
not
social
and
social
“Lost”
“Social
BuFerfly”
Source
=
Bevin
Hernandez,
Penn
State,
at
Enterprise
2.0
Conference

67. Implemen'ng
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