Online Communities Five reasons to deploy online communities in your organization Web: www.igloosoftware.com Sales: 1 877 ON IGLOO (1 877 664 4566)

Introduction to Communities & Social Software

Social networking and online communities appeal to business users for many reasons. The software makes it easier for your workforce to find people and information , understand the relationships and processes that make your company tick – inside and out.

Social networking and online communities appeal to business users for many reasons. The software makes it easier for your workforce to find people and information , understand the relationships and processes that make your company tick – inside and out.

Communities Create Connections… YOUR markets Act faster, and acquire the valuable skills to adapt quickly to changing market conditions YOUR talent Experts, innovators, specialists, leaders both inside and outside the organization YOUR knowledge Documents, processes, ideas, expertise, best practices, SOP’s, lessons learned and innovations Corporate knowledge is locked away in: peoples heads personal laptops email inboxes legacy systems

YOUR markets

Act faster, and acquire the valuable skills to adapt quickly to changing market conditions

YOUR talent

Experts, innovators, specialists, leaders both inside and outside the organization

YOUR knowledge

Documents, processes, ideas, expertise, best practices, SOP’s, lessons learned and innovations

Corporate knowledge is locked away in:

peoples heads

personal laptops

email inboxes

legacy systems

Not a NEW Concept to Business… Corporate Social Networking (CSN) has been around for over 20 years “ Face to Face” meetings, conference calls, water cooler conversations are all early forms of CSN Email is the #1 CSN application in world with over 90 billion messages sent daily Email CSN = Messages + Contacts + Calendaring

Corporate Social Networking (CSN) has been around for over 20 years

“ Face to Face” meetings, conference calls, water cooler conversations are all early forms of CSN

Email is the #1 CSN application in world with over 90 billion messages sent daily

Email CSN = Messages + Contacts + Calendaring

Email – A Huge Corporate Problem Most companies today still struggle with isolated knowledge workers (RELATIONSHIPS) ; limited understanding of organizational expertise (TALENT) ; and a coping with vital corporate knowledge being trapped in information silos (KNOWLEDGE) . These barriers hamper productivity, decrease employee awareness and cripple the pace of innovation by duplicating efforts.

Most companies today still struggle with isolated knowledge workers (RELATIONSHIPS) ; limited understanding of organizational expertise (TALENT) ; and a coping with vital corporate knowledge being trapped in information silos (KNOWLEDGE) . These barriers hamper productivity, decrease employee awareness and cripple the pace of innovation by duplicating efforts.

An Alternative to Email Web 2.0 corporate social networking tools help our workforce to collaborate , share and network across the entire organization effectively and efficiently – inside and out.

Networked organization that connects… Information Processes People

Focus Inside the organization Audience Employees Business Value Improving productivity, agility and innovation with a more connected & knowledgeable workforce How? Creating “ team driven ” corporate social networks that connect employees to the people, information and processes they need in order to get their jobs done effectively and efficiently Focus Outside the organization Audience Customers, partners, suppliers, members and alumni Business Value Getting closer to your markets to increase responsiveness to changing conditions How? Extending social networking beyond the corporate firewall to connect with your partners, customers and suppliers to create deeper, stronger & more trusted relationships

Focus

Inside the organization

Audience

Employees

Business Value

Improving productivity, agility and innovation with a more connected & knowledgeable workforce

How?

Creating “ team driven ” corporate social networks that connect employees to the people, information and processes they need in order to get their jobs done effectively and efficiently

Focus

Outside the organization

Audience

Customers, partners, suppliers, members and alumni

Business Value

Getting closer to your markets to increase responsiveness to changing conditions

How?

Extending social networking beyond the corporate firewall to connect with your partners, customers and suppliers to create deeper, stronger & more trusted relationships

The Top 5 Reasons

Reason A call from a friend of a friend is more effective than a cold call, as is a call to the appropriate person. Have direct dialogue and conversations with stakeholder groups in real time 24 hours a day, 7 days a week. Create “Live” networks where members are alive and kicking, talking to one another, sharing thoughts, supporting one another and expressing themselves, all keys to innovation and retention. Launch new products within hours rather than months with instant feedback on successes and flaws. Social networks and online communities can build better customer, partner and supplier relationships.

A call from a friend of a friend is more effective than a cold call, as is a call to the appropriate person.

Have direct dialogue and conversations with stakeholder groups in real time 24 hours a day, 7 days a week.

Create “Live” networks where members are alive and kicking, talking to one another, sharing thoughts, supporting one another and expressing themselves, all keys to innovation and retention.

Launch new products within hours rather than months with instant feedback on successes and flaws.

C-Commerce - A new business arena “ A new business model for business applications is emerging…The model which we call Collaborative Commerce (C-Commerce) achieves dynamic collaboration among employees, business partners and customers throughout a trading community. C-Commerce applications will replace static Web-enabled supply chain applications as the dominant application model.”  Gartner Group

“ A new business model for business applications is emerging…The model which we call Collaborative Commerce (C-Commerce) achieves dynamic collaboration among employees, business partners and customers throughout a trading community. C-Commerce applications will replace static Web-enabled supply chain applications as the dominant application model.”

Reason Prevent vital corporate knowledge from being trapped in information silo’s so it can be reused by others in the organization. Personal laptops Email Inboxes Enterprise applications In peoples heads Finding information , and the people who have it, is easier when relationships and activities are easily accessible to those who need it. Employee profiles (knowledge, skills and abilities) Employee contributions Relationship building (creating contacts and networks) Social networks and online communities improve knowledge sharing across the entire organization.

Prevent vital corporate knowledge from being trapped in information silo’s so it can be reused by others in the organization.

Personal laptops

Email Inboxes

Enterprise applications

In peoples heads

Finding information , and the people who have it, is easier when relationships and activities are easily accessible to those who need it.

Employee profiles (knowledge, skills and abilities)

Employee contributions

Relationship building (creating contacts and networks)

“ If HP knew, what HP knows… we would be 300% more productive.”  Lou Platt, Former CEO of HP

“ If HP knew, what HP knows… we would be

300% more productive.”

 Lou Platt, Former CEO of HP

Reason Attract younger workers (generation Y) by offering web 2.o tools in the office. Give them same great tools they use in their personal lives @ work. Integrate your social networking tools with existing business applications (MS Office, BlackBerry, Email) so that company veterans can easily adapt and use these new web 2.0 corporate social networking tools. Stop knowledge walking out the door by creating staff loyalty, trust and buy-in by enabling your workforce to choose the web 2.0 applications that they believe will help them be more productive. Loyalty Personal investment Self correction Commitment Social networks and online communities facilitate recruiting, loyalty and staff retention.

Attract younger workers (generation Y) by offering web 2.o tools in the office. Give them same great tools they use in their personal lives @ work.

Integrate your social networking tools with existing business applications (MS Office, BlackBerry, Email) so that company veterans can easily adapt and use these new web 2.0 corporate social networking tools.

Stop knowledge walking out the door by creating staff loyalty, trust and buy-in by enabling your workforce to choose the web 2.0 applications that they believe will help them be more productive.

Loyalty

Personal investment

Self correction

Commitment

The capacity of 1000’s of knowledge workers to innovate is far greater than that of a few executives. Use it to build corporate capacity for real competitive advantage.

The capacity of 1000’s of knowledge workers

to innovate is far greater than that of a few

executives.

Reason Social networks and online communities increase business opportunities By creating deeper and more trusted connections with your customers, partners and suppliers – they become more loyal and are less likely to leave. Keeping former employees in the loop may create chances to sell your products and services into their new organization. Networked organizations are closer to their markets, act faster, and acquire the valuable survival skill of learning to swerve. Social networks and online communities can improve business opportunities in your marketplace.

Social networks and online communities increase business opportunities

By creating deeper and more trusted connections with your customers, partners and suppliers – they become more loyal and are less likely to leave.

Keeping former employees in the loop may create chances to sell your products and services into their new organization.

Networked organizations are closer to their markets, act faster, and acquire the valuable survival skill of learning to swerve.

Reason Social networks can build a sense of community across geographically dispersed teams, business units and your growing mobile workforce. Employees must work across time zones, language barriers, cultural differences. Employees are more distributed - 70% of employees work somewhere other than at head office. Within 5 years the “Net Gen” population will out number the rest of the working population. Over the past 5 years there has been an 800% increase in mobile workers. Employees now change roles and jobs more frequently (on average every 3 years). Social networks and online communities can help to connect your distributed and mobile workforce.

Social networks can build a sense of community across geographically dispersed teams, business units and your growing mobile workforce.

Employees must work across time zones, language barriers, cultural differences.

Employees are more distributed - 70% of employees work somewhere other than at head office.

Within 5 years the “Net Gen” population will out number the rest of the working population.

Over the past 5 years there has been an 800% increase in mobile workers.

Employees now change roles and jobs more frequently (on average every 3 years).

Implementation Challenges

Business Challenges May require changes in corporate culture and work processes Understanding the challenges is one key to using the networks successfully. Can be very time intensive As with Internet access, the tool has to be focused on work and not become a distraction. May mean giving up some control Allowing workers to add information and access it freely means breaking down old hierarchies. Managers need to become enablers. Can challenge the organization chart Tensions are possible when the best person to contact is in another division, or a direct report to another manager.

May require changes in corporate culture and work processes

Understanding the challenges is one key to using the networks successfully.

Can be very time intensive

As with Internet access, the tool has to be focused on work and not become a distraction.

May mean giving up some control

Allowing workers to add information and access it freely means breaking down old hierarchies. Managers need to become enablers.

Can challenge the organization chart

Tensions are possible when the best person to contact is in another division, or a direct report to another manager.

Leading Adopters

Solutions In Action Associations Amnesty International Canadian Corporate Counsel Association Kitchener Waterloo Community Foundation Rotary International Society for Community Research and Action Education Acadia University Arizona State University Carleton University Crawford School Graduate Institute of International Studies Hertie School of Governance Lee Kuan Yew School McGill University Munk Centre Norman Paterson School Peking University Tsinghua University University of Ottawa University of Toronto University of Waterloo USC Wilfrid Laurier University Woodrow Wilson School of Public Policy Financial Blackberry Fund JLA Ventures Royal Bank (RBC) Health Concerro Gairdner Foundation HopeSpring High Tech StoneWood Group Inc. Thomson Manufacturing Manufacturing Innovation Network WatServ Not for Profit ACUNS CIC CIGI Forum for Young Canadians New Canadians The Gairdner Foundation Parliamentary Centre Suzuki Foundation Rotary International Tamarack Toronto Centre TRRA Trudeau Foundation Research Brookings Institute Cdn Health Research Foundation CANAFRO Carleton University GigaNet ISA IDRC TRRA Trudeau Foundation Services PolicyNet Deverus Deloitte

Associations

Amnesty International

Canadian Corporate Counsel Association

Kitchener Waterloo Community Foundation

Rotary International

Society for Community Research and Action

Education

Acadia University

Arizona State University

Carleton University

Crawford School

Graduate Institute of International Studies

Hertie School of Governance

Lee Kuan Yew School

McGill University

Munk Centre

Norman Paterson School

Peking University

Tsinghua University

University of Ottawa

University of Toronto

University of Waterloo

USC

Wilfrid Laurier University

Woodrow Wilson School of Public Policy

Financial

Blackberry Fund

JLA Ventures

Royal Bank (RBC)

Health

Concerro

Gairdner Foundation

HopeSpring

High Tech

StoneWood Group Inc.

Thomson

Manufacturing

Manufacturing Innovation Network

WatServ

Not for Profit

ACUNS

CIC

CIGI

Forum for Young Canadians

New Canadians

Business Challenge Motorola needed to connect to specific user groups together online to share best practices, trouble shoot issues and build a sense of community. Solution Created an external online social network to: Manage and coordinate over 100 distinct user groups and their activities Gather feedback on product features and set up test groups on new products Connect members via product usage & product types Create and disseminate customer testimonials & stories

Business Challenge

Motorola needed to connect to specific user groups

together online to share best practices, trouble shoot

issues and build a sense of community.

Solution

Created an external online social network to:

Manage and coordinate over 100 distinct user groups and their activities

Gather feedback on product features and set up test groups on new products

Connect members via product usage & product types

Create and disseminate customer testimonials & stories

Business Challenge Local city officials needed a way to improve transparency, accessibility and feedback on taskforce reports published by the city Could not have the solution hosted internally due to security reasons Needed the community up and running in 5 business days Solution Created an online government network where: City officials and researchers collaborate on taskforce reports General public can view and provide feedback and recommendations on published reports

Business Challenge

Local city officials needed a way to improve transparency, accessibility and feedback on taskforce reports published by the city

Could not have the solution hosted internally due to security reasons

Needed the community up and running in 5 business days

Solution

Created an online government network where:

City officials and researchers collaborate on taskforce reports

General public can view and provide feedback and recommendations on published reports

Business Challenge Create a publicly accessible web site to promote the fund on a global scale to potential partners building applications for the world leading BlackBerry® device developed by RIM Set up a private online community for the investment committee to coordinate, manage and collaborate on potential partner funding applications and competitions. Solution Created a public web site to promote the BlackBerry Partner Fund to companies interested in developing applications for the BlackBerry mobile devices Private network for certified partners to help them: Manage the investment and due diligence proc Collaboration and knowledge sharing environment for partners including online support forums; wiki for best practices; and access to expert bloggers

Business Challenge

Create a publicly accessible web site to promote the fund on a global scale to potential partners building applications for the world leading BlackBerry® device developed by RIM

Set up a private online community for the investment committee to coordinate, manage and collaborate on potential partner funding applications and competitions.

Solution

Created a public web site to promote the BlackBerry Partner Fund to companies interested in developing applications for the BlackBerry mobile devices

Private network for certified partners to help them:

Manage the investment and due diligence proc

Collaboration and knowledge sharing environment for partners including online support forums; wiki for best practices; and access to expert bloggers

Business Challenge Working within a short window - 37 days to be exact , the David Suzuki Foundation needed to create an interactive online community for public engagement focused on raising the visibility of environmental issues during the 2008 Canadian federal election. Solution David Suzuki Foundation created the Vote Environment 2008 website Vote Environment 2008, which took only three days to build and deploy, already has more than 500 community members and 25,000 page views each day Easy-to-use, the site lets members quickly post content and opinions to the site and discuss topics of importance to the election

Business Challenge

Working within a short window - 37 days to be

exact , the David Suzuki Foundation needed to

create an interactive online community for public

engagement focused on raising the visibility of

environmental issues during the 2008 Canadian

federal election.

Solution

David Suzuki Foundation created the Vote Environment 2008 website

Vote Environment 2008, which took only three days to build and deploy, already has more than 500 community members and 25,000 page views each day

Easy-to-use, the site lets members quickly post content and opinions to the site and discuss topics of importance to the election

Business Challenge Rotary International has long played a role in relief efforts, most recently in Myanmar and China. By using powerful new social networking software, DRRAG helps to significantly increase the speed with which member clubs coordinate relief efforts, funnel donations and provide support for the implementing agencies on the ground. Solution The DRRAG online community securely connects Rotarians using a collection of easy to use Web 2.0 tools. When a disaster occurs, members from more than 200 countries can instantly tap into the DRRAG network to solicit support from other Rotary members, offer volunteering support and access links to other international emergency management NGO's and governments.

Business Challenge

Rotary International has long played a role in relief efforts, most recently in Myanmar and China.

By using powerful new social networking software, DRRAG helps to significantly increase the speed with which member clubs coordinate relief efforts, funnel donations and provide support for the implementing agencies on the ground.

Solution

The DRRAG online community securely connects Rotarians using a collection of easy to use Web 2.0 tools.

When a disaster occurs, members from more than 200 countries can instantly tap into the DRRAG network to solicit support from other Rotary members, offer volunteering support and access links to other international emergency management NGO's and governments.

Conclusion Businesses, organizations and institutions are looking at their stakeholders as a community of individuals whom they are trying to build a long term relationship with. Social Software and online communities can help by offering easy to use, cost effective and fast to deploy tools that help in: Creating direct dialogue and conversations with stakeholder groups in real time 24 hours a day, 7 days a week. Establishing networks – where members are alive and kicking, talking to one another, sharing thoughts, supporting one another and expressing themselves, all keys to innovation and retention. Increasing the speed and the ability to launch new products within hours rather than months with instant feedback on successes and flaws. Creating loyalty and trust through direct engagement with employees, customers, partners, suppliers and peers.

Businesses, organizations and institutions are looking at their stakeholders as a community of individuals whom they are trying to build a long term relationship with.

Social Software and online communities can help by offering easy to use, cost effective and fast to deploy tools that help in:

Creating direct dialogue and conversations with stakeholder groups in real time 24 hours a day, 7 days a week.

Establishing networks – where members are alive and kicking, talking to one another, sharing thoughts, supporting one another and expressing themselves, all keys to innovation and retention.

Increasing the speed and the ability to launch new products within hours rather than months with instant feedback on successes and flaws.

Creating loyalty and trust through direct engagement with employees, customers, partners, suppliers and peers.

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