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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Keynote presentation originally given at the Newsgator Collective conference.

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

    • 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  
    • 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  
    • 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  
    • 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?  
    • 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  
    • 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