Using social media to harness knowledge within an organisation: Addressing the challenges Keith De La Rue AcKnowledge Consulting Friday, 15 August 2008

Outline Understanding the social media revolution Where are we, and where are we going? Understanding the tools in a business context Fundamentals The power of social networking, people & trust Harnessing Web 2.0 for results Challenges, benefits and risks The IT challenge Gaining the benefits

Understanding the social media revolution

Where are we, and where are we going?

Understanding the tools in a business context

Fundamentals

The power of social networking, people & trust

Harnessing Web 2.0 for results

Challenges, benefits and risks

The IT challenge

Gaining the benefits

Understanding the social media revolution Where are we, and where are we going?

Be afraid, be very afraid… “… with the advent of …social software, suddenly highly savvy networks of people are springing up in their millions. They’re talking to each other. With or without your permission ” Hugh McLeod – http://www.gapingvoid.com/

“… with the advent of …social software, suddenly highly savvy networks of people are springing up in their millions. They’re talking to each other. With or without your permission ”

Hugh McLeod – http://www.gapingvoid.com/

Discontinuous change Many technology improvements have been gradual There have also been times of dramatic change The transistor Integrated circuits Internet WWW Social media… How much change?

Many technology improvements have been gradual

There have also been times of dramatic change

The transistor

Integrated circuits

Internet

WWW

Social media…

How much change?

A change in perspective Is the future just an extension of the past? How much are we like Holland? Do you remember South Wales? No longer part of the “old country” A new territory

Is the future just an extension of the past?

How much are we like Holland?

Do you remember South Wales?

No longer part of the “old country”

A new territory

What is a PC? Number Processor = “Calculator” Word Processor = “Typewriter” Media Processor = “TV” => A modelling machine Access to the world Access to people

Number Processor = “Calculator”

Word Processor = “Typewriter”

Media Processor = “TV”

=> A modelling machine

Access to the world

Access to people

What is an Intranet? Originally – a terminal network for system access Now – PCs, Internet tools inside the organisation News and information services Policies and procedures Directories and organisational structure Document repository Online learning Portals Now?

Originally – a terminal network for system access

Now – PCs, Internet tools inside the organisation

News and information services

Policies and procedures

Directories and organisational structure

Document repository

Online learning

Portals

Now?

What is corporate communication? Many traditional tools are one-way “Push” – eg, newsletters “Pull” – eg, document libraries Intranets make richer media available Some still one-way Newer technologies provide richer interaction

Many traditional tools are one-way

“Push” – eg, newsletters

“Pull” – eg, document libraries

Intranets make richer media available

Some still one-way

Newer technologies provide richer interaction

What is the economy? An economy of scarcity IP must be protected at all costs Win-lose An economy of abundance Knowledge must be shared at all costs Win-win

An economy of scarcity

IP must be protected at all costs

Win-lose

An economy of abundance

Knowledge must be shared at all costs

Win-win

Who controls the Intranet? IT Information Services Internal Comms Learning Centralised/decentralised An important consideration…

IT

Information Services

Internal Comms

Learning

Centralised/decentralised

An important consideration…

Discontinuous change Your view of all this determines how you see today’s world and Intranet 2.0… “Did you know?” http://thefischbowl.blogspot.com/2007/06/did-you-know-20.html

Your view of all this determines how you see today’s world and Intranet 2.0…

“Did you know?”

http://thefischbowl.blogspot.com/2007/06/did-you-know-20.html

Social computing “ Social computing requires a mind-shift from previous ways of doing business and requires high levels of trust and confidence from those engaging in it. How you communicate your intentions and encourage take up is crucial” Euan Semple, http://www.euansemple.com/

“ Social computing requires a mind-shift from previous ways of doing business and requires high levels of trust and confidence from those engaging in it. How you communicate your intentions and encourage take up is crucial”

Euan Semple, http://www.euansemple.com/

Social Media Understanding the tools in a business context

Web 2.0 Move from 1:many to many:many Definitive products: Web 1.0 – Netscape, system-dependent Web 2.0 – Google, ubiquitous Move from hierarchies to networks Move from online brochures to interaction The rise of prosumers Intranet 2.0 – Enterprise 2.0 “SMIF” – Social Media Inside the Firewall (Andrew Mitchell) Tim O’Reilly - http://tim.oreilly.com/

Move from 1:many to many:many

Definitive products:

Web 1.0 – Netscape, system-dependent

Web 2.0 – Google, ubiquitous

Move from hierarchies to networks

Move from online brochures to interaction

The rise of prosumers

Intranet 2.0 – Enterprise 2.0

“SMIF” – Social Media Inside the Firewall (Andrew Mitchell)

The new world Blogs, wikis, RSS and more… Push and pull boundaries blurred Opens up the organisation Complex media for a complex environment Requires a new way of thinking Most software low-cost or free But challenging for corporate IT!

Blogs, wikis, RSS and more…

Push and pull boundaries blurred

Opens up the organisation

Complex media for a complex environment

Requires a new way of thinking

Most software low-cost or free

But challenging for corporate IT!

Your challenge Which of these would be useful in your organisation? What would the benefit be? Who would see the benefit? If you are already using them, how can they be improved?

Which of these would be useful in your organisation?

What would the benefit be?

Who would see the benefit?

If you are already using them, how can they be improved?

Every blog has its day We b log = a diary on steroids Can include text, images, multimedia Originally a single author, personal diary Can be shared authorship; dialogue through comments Chronological organisation; more permanent Edited anywhere, online Cheap – open source or commercial WordPress, Movable Type, Typepad “Blogs are useless drivel”? Might as well say “Paper is useless”

We b log = a diary on steroids

Can include text, images, multimedia

Originally a single author, personal diary

Can be shared authorship; dialogue through comments

Chronological organisation; more permanent

Edited anywhere, online

Cheap – open source or commercial

WordPress, Movable Type, Typepad

“Blogs are useless drivel”?

Might as well say “Paper is useless”

http://delarue.net/

http://www.melbournekmlf.org/

http://www.nowwearetalking.com.au/

Blogs in internal comms Use to build a community or dialogue Is blogging the new water-cooler? Knowledge sharing - and opinions! Need something to say, time to update Needs trust, not control CEO “chat” Disney cable – “Shiftlog” Global technical operators US University library News, event management, facility use End of the “typing pool” paradigm?

Use to build a community or dialogue

Is blogging the new water-cooler?

Knowledge sharing - and opinions!

Need something to say, time to update

Needs trust, not control

CEO “chat”

Disney cable – “Shiftlog”

Global technical operators

US University library

News, event management, facility use

End of the “typing pool” paradigm?

Tags Simple categories or key words User-defined - “Folksonomy” Each item can have multiple tags Commonly used in blogs Introduced to email by Gmail Used by Flickr to tag images Can use to generate a “tag cloud” Del.icio.us – social book-marking

Simple categories or key words

User-defined - “Folksonomy”

Each item can have multiple tags

Commonly used in blogs

Introduced to email by Gmail

Used by Flickr to tag images

Can use to generate a “tag cloud”

Del.icio.us – social book-marking

Tags and taxonomy A taxonomy is like a concrete footpath Not frequently changed Tags are more like tracks in the grass More worn the more they are used What is the best thing to do with grass tracks?

A taxonomy is like a concrete footpath

Not frequently changed

Tags are more like tracks in the grass

More worn the more they are used

What is the best thing to do with grass tracks?

RSS – ‘Real Simple Syndication’ Web feed of blog or other content News feeds User-defined subscription Can reduce email network load Users establish their own priorities! Needs a “feed-reader” or aggregator Built in to IE 7, Firefox, Office 2007 Tools available to convert to email No user software installation

Web feed of blog or other content

News feeds

User-defined subscription

Can reduce email network load

Users establish their own priorities!

Needs a “feed-reader” or aggregator

Built in to IE 7, Firefox, Office 2007

Tools available to convert to email

No user software installation

http://www.google.com/ig/

Podcasting A pre-recorded audio program or message Allows portability, time-shifting Caters to different learning styles So what’s new? Simple software and devices Anyone can produce RSS feeds

A pre-recorded audio program or message

Allows portability, time-shifting

Caters to different learning styles

So what’s new?

Simple software and devices

Anyone can produce

RSS feeds

Videocasting YouTube and the “home video” revolution http://www.youtube.com/user/plambe

YouTube and the “home video” revolution

Online forums Allows all users to post articles Content pushed by email or browsed All users are equal (But some are more equal than others!) May be moderated Otherwise, may get out of control – flames, storms Excellent medium for sharing Serves a Community of Practice Broader range of input and views than blogs

Allows all users to post articles

Content pushed by email or browsed

All users are equal

(But some are more equal than others!)

May be moderated

Otherwise, may get out of control – flames, storms

Excellent medium for sharing

Serves a Community of Practice

Broader range of input and views than blogs

http://www.actkm.org/

Wikis An online reference source, edited by users "Wiki-wiki" = "hurry quick" (Hawaiian) Quick to set-up, and supports rapid development Easy online editing Includes author comments and discussion Lowers barriers to participation Readily-available software Vulnerability? “iStore” experience Reliability? Wikipedia…

An online reference source, edited by users

"Wiki-wiki" = "hurry quick" (Hawaiian)

Quick to set-up, and supports rapid development

Easy online editing

Includes author comments and discussion

Lowers barriers to participation

Readily-available software

Vulnerability?

“iStore” experience

Reliability?

Wikipedia…

Wikipedia Encyclopaedia Britannica vs Wikipedia December 2005 Nature magazine’s nature.com comparison “Can multiple, unpaid editors match paid professionals for accuracy?” 50 parallel reviews of articles from each Eight serious errors, four from each Other errors: Wikipedia 162, Britannica 123 Disputed by Britannica; defended by Nature

Encyclopaedia Britannica vs Wikipedia

December 2005

Nature magazine’s nature.com comparison

“Can multiple, unpaid editors match paid professionals for accuracy?”

50 parallel reviews of articles from each

Eight serious errors, four from each

Other errors: Wikipedia 162, Britannica 123

Disputed by Britannica; defended by Nature

Wikis in organisations Good for experts to build a body of knowledge Needs encouragement for input Or critical mass? Jimmy Wales – “5 to 10 dedicated people” NAB – Training group collaboration On an external site… US Government Enterprise Architecture Conference management - end-to-end Telstra – Project Management for Online team Email replacement – “Socialtext”

Good for experts to build a body of knowledge

Needs encouragement for input

Or critical mass?

Jimmy Wales – “5 to 10 dedicated people”

NAB – Training group collaboration

On an external site…

US Government Enterprise Architecture

Conference management - end-to-end

Telstra – Project Management for Online team

Email replacement – “Socialtext”

Our Intranet, the Wiki Janssen-Cilag 300 employees, Australia & NZ Launch budget $11,000 Uses Confluence by Atlassian Directory integration, attachments Started with pilot on office relocation After 12 months, 184 contributors Content ownership key! Nathan Wallace - http://www.e-gineer.com/v2/blog/2007/08/our-intranet-wiki-case-study-of-wiki.htm

Janssen-Cilag

300 employees, Australia & NZ

Launch budget $11,000

Uses Confluence by Atlassian

Directory integration, attachments

Started with pilot on office relocation

After 12 months, 184 contributors

Content ownership key!

Nathan Wallace - http://www.e-gineer.com/v2/blog/2007/08/our-intranet-wiki-case-study-of-wiki.htm

Connecting people Expertise location Social Network Analysis Use “connectors” Lend Lease “iKonnect” model Add-on to directories Add expertise, networks IBM “Blue Pages”

Expertise location

Social Network Analysis

Use “connectors”

Lend Lease “iKonnect” model

Add-on to directories

Add expertise, networks

IBM “Blue Pages”

Instant Messaging Managing “presence” across geographically-separated teams Collaboration Group messages Faster than a speeding email? Mobility applications SMS

Managing “presence” across geographically-separated teams

Collaboration

Group messages

Faster than a speeding email?

Mobility applications

SMS

http://twitter.com/kdelarue

Twitter 140-character messages “Microblogging” “Group proprioception” “The ability to sense the position, location, orientation and movement of the body and its parts” “ If only most companies realised the treasure trove of expertise and information that their employees would be able to access if they encouraged the use of such services” Shane Goldberg, Telstra

140-character messages

“Microblogging”

“Group proprioception”

“The ability to sense the position, location, orientation and movement of the body and its parts”

“ If only most companies realised the treasure trove of expertise and information that their employees would be able to access if they encouraged the use of such services”

Shane Goldberg, Telstra

http://www.facebook.com/profile.php?id=625634789

Online communities Value MySpace; $580 million LinkedIn: $1 billion Facebook: $15 billion Some organisations were blocking Facebook Some organisations are using Facebook Deloitte has over 17,000 members Directory, expertise location Promoting events Use to build or share apps

Value

MySpace; $580 million

LinkedIn: $1 billion

Facebook: $15 billion

Some organisations were blocking Facebook

Some organisations are using Facebook

Deloitte has over 17,000 members

Directory, expertise location

Promoting events

Use to build or share apps

http://secondlife.com/

Virtual Worlds 3D representations of real or imagined landscapes Members use “avatars” Second Life Public spaces and private spaces available ABC and BigPond use externally Supports use for organisational training IBM Tertiary institutions Mixed results

3D representations of real or imagined landscapes

Members use “avatars”

Second Life

Public spaces and private spaces available

ABC and BigPond use externally

Supports use for organisational training

IBM

Tertiary institutions

Mixed results

http://www.telstraenterprise.com/

Leveraging the community Using viral marketing techniques Build it and they will come? … so long as it is fun or interesting Let your market spread the word “Big Beer” ad Danish traffic authority “Speed control bikini bandits” http://delarue.net/blog/2007/06/get-used-to-21c/ Can you use this inside the organisation? Why not?

Using viral marketing techniques

Build it and they will come?

… so long as it is fun or interesting

Let your market spread the word

“Big Beer” ad

Danish traffic authority

“Speed control bikini bandits”

http://delarue.net/blog/2007/06/get-used-to-21c/

Can you use this inside the organisation?

Why not?

The fundamentals The power of social networking, people & trust

Trust - the critical factor Organisations must be prepared to trust staff Management must be open Security and confidentiality must not be used as an smokescreen… Outcomes may not be direct or obvious in advance Recognition that management do not have a monopoly on ideas…

Organisations must be prepared to trust staff

Management must be open

Security and confidentiality must not be used as an smokescreen…

Outcomes may not be direct or obvious in advance

Recognition that management do not have a monopoly on ideas…

Why social media? Enhances face-to-face networks Increases personal connections between staff RSS allows consumers to establish own priorities Push and Pull concepts less clear Supports rapid changes in priorities Relevant info is distributed more quickly Creates an information base over time May take time Not for everyone?

Enhances face-to-face networks

Increases personal connections between staff

RSS allows consumers to establish own priorities

Push and Pull concepts less clear

Supports rapid changes in priorities

Relevant info is distributed more quickly

Creates an information base over time

May take time

Not for everyone?

Know your audience Identify and understand target audiences Know the culture Natural tendency to share Role and functions Geographical diversity Access to technology Affinity for technology Know how to cater to needs of each audience Build tools to meet the needs

Identify and understand target audiences

Know the culture

Natural tendency to share

Role and functions

Geographical diversity

Access to technology

Affinity for technology

Know how to cater to needs of each audience

Build tools to meet the needs

Building a social community Must be a reason to share “Community of practice” It’s the practice that’s important “I am a…” Provide rewards and recognition But must be carefully targeted Regular, focussed communication Build in help and training Mentoring more important than direction

Must be a reason to share

“Community of practice”

It’s the practice that’s important

“I am a…”

Provide rewards and recognition

But must be carefully targeted

Regular, focussed communication

Build in help and training

Mentoring more important than direction

Who drives change? “The primary driver of employee engagement is opening up decision making ” John Smythe – Engage for Change Power sharing – leader a guide, not a god Command & control does not fit knowledge age McKinsey research, many case studies Architect engagement interventions

“The primary driver of employee engagement is opening up decision making ”

John Smythe – Engage for Change

Power sharing – leader a guide, not a god

Command & control does not fit knowledge age

McKinsey research, many case studies

Architect engagement interventions

Creativity “ Individual creativity is a critical element of productivity, efficiency and work quality in today’s complex work in organisations” Teresa Amabile, Harvard Business School “ The challenges that arise in developing a new idea… provide the workforce with high levels of mental stimulation, problem-solving, employee-engagement and, thus, personal growth” Edmund Phelps, Wall Street Journal http://delarue.net/blog/2007/02/making-people-creative/

“ Individual creativity is a critical element of productivity, efficiency and work quality in today’s complex work in organisations”

Teresa Amabile, Harvard Business School

“ The challenges that arise in developing a new idea… provide the workforce with high levels of mental stimulation, problem-solving, employee-engagement and, thus, personal growth”

Edmund Phelps, Wall Street Journal

Wikinomics – harnessing prosumers More than “customisation” Too limited; need early engagement in design Losing control Let customers make own innovations, or they leave Better than ceding the game completely Become a peer Don’t make products, innovate ecosystems Share the fruits Customers want a share of the ownership Eg – Second Life Don Tapscott & Anthony D Williams

More than “customisation”

Too limited; need early engagement in design

Losing control

Let customers make own innovations, or they leave

Better than ceding the game completely

Become a peer

Don’t make products, innovate ecosystems

Share the fruits

Customers want a share of the ownership

Eg – Second Life

Principles for social media Trust - you don’t need to control everything Understand your communities Anticipate needs not yet fully articulated by your audience Don’t let the security police put you off Don’t get stuck with the conventional wisdom Experiment!

Trust - you don’t need to control everything

Understand your communities

Anticipate needs not yet fully articulated by your audience

Don’t let the security police put you off

Don’t get stuck with the conventional wisdom

Experiment!

Harnessing Web 2.0 Getting the results

Social Media “ Social media has enabled me to feel ahead, not behind as I return to work after 2nd baby” Serena Joyner (on Twitter) Personal development Virtual “water-cooler” Looser network, thought leaders “Warmer” than listserve “In” a network, not “on” a platform “Tool transparency” http://serendipitousconnections.wordpress.com/

“ Social media has enabled me to feel ahead, not behind as I return to work after 2nd baby”

Serena Joyner (on Twitter)

Personal development

Virtual “water-cooler”

Looser network, thought leaders

“Warmer” than listserve

“In” a network, not “on” a platform

“Tool transparency”

Social Media(2) Meeting of minds Online meetings have led to rich personal meetings Mentoring and skill development Offshore mentors within company Inside and outside firewall Building confidence in writing Led to contributing to book Change from hoarding to sharing Greater success for organisation http://blog.wonderwebby.com/

Meeting of minds

Online meetings have led to rich personal meetings

Mentoring and skill development

Offshore mentors within company

Inside and outside firewall

Building confidence in writing

Led to contributing to book

Change from hoarding to sharing

Greater success for organisation

So who does it? Intranet Dashboard survey, May 07 50% of Australian companies interested in social networking, but not yet using 26% had begun a trial or using Forester, June 08 “Social Networks will Augment HR Strategies” Recruiting, alumni programs, mentoring, learning, collaboration, and connecting people “Professional networks are the backbone of business” http://blog.connectbeam.com/blog/2008/06/forrester-repor.html

Intranet Dashboard survey, May 07

50% of Australian companies interested in social networking, but not yet using

26% had begun a trial or using

Forester, June 08

“Social Networks will Augment HR Strategies”

Recruiting, alumni programs, mentoring, learning, collaboration, and connecting people

“Professional networks are the backbone of business”

Royal Bank of Canada Intranet 70,000 staff - only 1% reading printed comms Largest share of costs 91% preferred online Developed INsite – online newsletter Driven by regular feedback from staff Debates, suggestions, content rating, polls Virtual editorial board of 300 staff Saved over A$340k pa in 18 months Increased staff engagement significantly http://www.melcrum.com/

70,000 staff - only 1% reading printed comms

Largest share of costs

91% preferred online

Developed INsite – online newsletter

Driven by regular feedback from staff

Debates, suggestions, content rating, polls

Virtual editorial board of 300 staff

Saved over A$340k pa in 18 months

Increased staff engagement significantly

Social Media Manager, BT Decentralised Intranet, 100% accessible “ Encouraging every employee to believe they can make a difference” Social networks included in Business Drivers BTpedia, blogging, collaboration, podcasting Social networking – do, create, innovate, change Focus on value, not risk Start early, start small, build slowly Richard Dennison http://www.slideshare.net/InsideOut/international-employee-communications-summit-2008

Decentralised Intranet, 100% accessible

“ Encouraging every employee to believe they can make a difference”

Social networks included in Business Drivers

BTpedia, blogging, collaboration, podcasting

Social networking – do, create, innovate, change

Focus on value, not risk

Start early, start small, build slowly

Twitter for news and info “NASA confirms there is water on Mars” Via Twitter News out much faster than conventional media Searchable content “… actually becoming an essential part of my information-sourcing activities, which are critical to my role” Shane Goldberg, Telstra http://search.twitter.com/search?q=water+mars

“NASA confirms there is water on Mars”

Via Twitter

News out much faster than conventional media

Searchable content

“… actually becoming an essential part of my information-sourcing activities, which are critical to my role”

Shane Goldberg, Telstra

Twitter for collaboration “Twebinar” Web-based seminar = “Webinar” Add Twitter for participant collaboration Presentation + collaboration Removes geographical boundaries Can also be used within a room Ask questions Gains peer-to-peer sharing benefit Conversations before, during and after http://www.twebinar.com/

“Twebinar”

Web-based seminar = “Webinar”

Add Twitter for participant collaboration

Presentation + collaboration

Removes geographical boundaries

Can also be used within a room

Ask questions

Gains peer-to-peer sharing benefit

Conversations before, during and after

The inductee How do connected Gen Y round pegs fit into the organisational square hole? … they probably feel that their arms and legs are being cut off! Imagine if you were not “allowed” to use email! “ People want to use their favourite technologies at work. They're satisfying themselves and not waiting for IT” Dennis Moore, SAP Yahoo! News – 19 June 2007

How do connected Gen Y round pegs fit into the organisational square hole?

… they probably feel that their arms and legs are being cut off!

Imagine if you were not “allowed” to use email!

“ People want to use their favourite technologies at work. They're satisfying themselves and not waiting for IT”

Dennis Moore, SAP

http://delarue.net/blog/2008/03/found-car/

Which ones fit? Combine Producer/Consumer boundaries blurred Set the agenda with blog articles Improve engagement through online discussion Use podcasts for key announcements Leverage expertise sharing with wikis Encourage sharing and connection Break down the walls of the Ivory Tower It’s up to you…

Combine

Producer/Consumer boundaries blurred

Set the agenda with blog articles

Improve engagement through online discussion

Use podcasts for key announcements

Leverage expertise sharing with wikis

Encourage sharing and connection

Break down the walls of the Ivory Tower

It’s up to you…

Challenges, benefits and risks Gaining the benefits

Implementation and availability Software readily available Free or low-cost “Failure” not a financial loss Hosted or DIY sites readily available May be IT issues Compatibility with existing systems Firewall issues “Skunkworks” Content can be edited anywhere, with no software install

Software readily available

Free or low-cost

“Failure” not a financial loss

Hosted or DIY sites readily available

May be IT issues

Compatibility with existing systems

Firewall issues

“Skunkworks”

Content can be edited anywhere, with no software install

Expect questions Don’t we have collaboration tools already? Will these tools lead to collaboration? Aren’t these just fads? What about security? Can we trust our people? How do they fit in with our architecture? Won’t these tools confuse people? How will we manage all this content? Matt Moore - http://engineerswithoutfears.blogspot.com/

Don’t we have collaboration tools already?

Will these tools lead to collaboration?

Aren’t these just fads?

What about security?

Can we trust our people?

How do they fit in with our architecture?

Won’t these tools confuse people?

How will we manage all this content?

The home-baked approach IBM building in-house versions Blue Twit – twitter Beehive - Facebook Dogear - Del.icio.us (favourite sharing) Beehive has 30,000 users (May 2008) Including top executives Assist with geographically dispersed teams Strengthen staff ties Aid with knowledge sharing and innovation http://www.businessweek.com/magazine/content/08_22/b4086056643442.htm

IBM building in-house versions

Blue Twit – twitter

Beehive - Facebook

Dogear - Del.icio.us (favourite sharing)

Beehive has 30,000 users (May 2008)

Including top executives

Assist with geographically dispersed teams

Strengthen staff ties

Aid with knowledge sharing and innovation

Stepping outside… Training group collaborating on an external wiki Facebook as a corporate expertise directory Private network – for free Brian Lehrer, WNYC, 27 Aug 07 What is the cost of people working in isolation?

Training group collaborating on an external wiki

Facebook as a corporate expertise directory

Private network – for free

Brian Lehrer, WNYC, 27 Aug 07

What is the cost of people working in isolation?

Measurement & ROI What do you measure? Traditional measures of usage, views and participation The 100/10/1 rule (1 to set up, 10 involved, 100 consume) Application of social network analysis How do we show value? The “I” should be low Productivity gains & reduced email load Impact on the bottom line? Matt Moore - http://engineerswithoutfears.blogspot.com/

What do you measure?

Traditional measures of usage, views and participation

The 100/10/1 rule

(1 to set up, 10 involved, 100 consume)

Application of social network analysis

How do we show value?

The “I” should be low

Productivity gains & reduced email load

Impact on the bottom line?

The security issue Security can be a real issue Security can also be a smokescreen Hiding knowledge hoarding The “Ivory Tower” syndrome “You can’t trust a sales person to understand…” “There is no secret knowledge!”

Security can be a real issue

Security can also be a smokescreen

Hiding knowledge hoarding

The “Ivory Tower” syndrome

“You can’t trust a sales person to understand…”

“There is no secret knowledge!”

The risk of information leakage? Can lead to a “clamp-down” on info sharing This can lead to disengaged, disempowered staff “Rebellion” can follow This can lead to a risk of information leakage… The importance of trust http://shugg.wordpress.com/2008/06/15/communication-scary/

Can lead to a “clamp-down” on info sharing

This can lead to disengaged, disempowered staff

“Rebellion” can follow

This can lead to a risk of information leakage…

The importance of trust

The benefits of social media Engaged staff - people feel “heard” Better, quicker staff access to needed information More benefits from knowledge sharing Organisational access to staff knowledge and ideas Easier to find right people quickly Innovation much more rapid Personal ties lead to staff retention Improve connections across geography

Engaged staff - people feel “heard”

Better, quicker staff access to needed information

More benefits from knowledge sharing

Organisational access to staff knowledge and ideas

Easier to find right people quickly

Innovation much more rapid

Personal ties lead to staff retention

Improve connections across geography

Thank You! [email_address] +61 418 51 7676 Blog: http://acknowledgeconsulting.com/