Benefits and Risks of Social Technologies

by Atle Skjekkeland on Sep 25, 2011

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This presentation describes how you can use social technologies to transform key business processes, but also required governance to reduce risks. For more information www.aiim.org

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This presentation describes how you can use social technologies to transform key business processes, but also required governance to reduce risks. For more information www.aiim.org

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Benefits and Risks of Social Technologies — Presentation Transcript

Benefits and Risks of Social Technologies?
AtleSkjekkeland
AIIM Vice President
@skjekkeland

What is Social Business?

Everything is Social
Cluetrain Manifesto – updated:
Markets [and organizations] are conversations.

Using Social to Engage Customers?

Why should you care?
BECAUSE 57% FEEL BETTER SERVED BY COMPANIES THAT CONNECT WITH THEM VIA SOCIAL MEDIA.
Source: 2008 Cone Business in Social Media Study

Role of Social Media
Good
Good
OK
Good
Good
OK
Good
OK
Bad
Good
Good
OK
Good
OK
Good
Source: CMO

Using Social to Empower Staff?
Social Networking
Wiki
Blogs
Micro-blogging
Instant Messenger
RSS
Video calls

“I expect to use the same type of networking tools with my business colleagues as I do with my friends and family.”
18-30
47%
31-45
37%
>45
31%
Source: AIIM

Source: John Newton, Alfresco

13
Business benefits?
13
IBM Confidential

Integration into business processes
Source: Forrester

http://www.constellationrg.com/22136/research-summary-introducing-the-43-use-cases-for-social-business-social-enterprise/

Source: http://www.mckinseyquarterly.com/How_companies_are_benefiting_from_Web_20_McKinsey_Global_Survey_Results_2432

Use Case: Enterprise Q&A
Do answers to questions generally come from expected or unexpected sources?
N=90 Q&A users , excl. 22 Don’t Knows

Use Case: Innovation
Our open innovation platform has been successful at: (Check all that apply)
N=84 Innovation users

Use Case: Sales & Marketing Collaboration
Before/after the social infrastructure was in place, how well did/do the Sales and Marketing staff:
% of Organizations “Fairly Well” or “Very Well”
N=58 users, “Fairly Well” + “Very Well”

Issues
What would you say are the THREE biggest issues you’ve found with social business/E2.0 applications in your organization?
N=398, 10+ emps

How to implement?

What’s wrong with enterprise IT?

A New Set of Requirements…
leverage consumer applications proven to augment existing work processes
specifically targeted to business requirements and opportunities
access with only a browser and an internet connection
no reliance on proprietary systems or technology
development based on open industry standards
built upon a semantic web framework
embraces and enables BYOC model
no operating system dependency
provides web service capabilities
tuned options for mobile devices
no browser dependency
no net cost increase
no desktop footprint
100% cloud ready
Source: http://wordofpie.com/2010/03/04/some-outright-cool-stuff/

US Federal Government
Source: http://www.slideshare.net/whitehouse/charting-a-course-for-transformation

Required Governance?

Systems of Engagement
Systems of Record

Considered remedies:
87% Social Media Policy
86% Employ training
85% Capturing confidential data
85% Data loss prevention
84% Data management technology
82% Archive sensitive info
Source: Symantec http://bit.ly/niAPxy

Spear Phishing is an attack targeting a specific user or group of users, and attempts to deceive the user into performing an action that launches an attack, such as opening a document or clicking a link
The second concern regarding social media use by federal employees is Social Engineering, which relies on exploiting the human element of trust
Advances in web applicationtechnologies allow attackers to use new techniques against social media websites not previously possible in email.

Policies and Procedures

The US Air Force’s Rules of Engagement for Blogging

“You will lose control – Get used to it!”JP Rangaswami – Chief Scientist, Salesforce
Inside the Enterprise
Outside the Firewall
Good Heavens!
Put that Tweet in a System of Record!
Chill Seymour!
We don’t need you anyway!
IT
Users
Source: John Newton, Alfresco

Governance Framework
1. Prevent

Risk assessments
Training
Policies & procedures
Executive commitment

3. Respond

Investigation
Communication
Improvements
Employee discipline

2. Detect

Audit
Ombudsman
Monitoring

Strategies for Success?

Creating a Groundswell Strategy
What are your customers [or staff] ready for?
What are your goals?
How do you want relationships with your customers [or staff] to change?
What applications should be build?

Source: http://www.fastcompany.com/1732616/behaviorgraphics-discovering-the-me-in-social-media

Selecting the right social software
Source: http://www.constellationrg.com/21762/monday’s-musings-a-working-vendor-landscape-for-social-business/

How to get started?
www.aiim.org/roadmap

Plan the Future – Get Educated!
Online, Public and Private Classes Available.Visit www.aiim.org/training
Email: training@aiim.org

Thank You!
Atle Skjekkeland
Vice President
AIIM
Email: askjekkeland@aiim.org
Twitter: Skjekkeland

Benefits and Risks of Social Technologies

by Atle Skjekkeland on Sep 25, 2011

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Benefits and Risks of Social Technologies — Presentation Transcript