Best practices in implementing a social portal

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  • 1. Social Implementation Best PracticesMichael Porter, PerficientJune 6, 2013
  • 2. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential 2A national IT & Marketing consultingfirm, with expert teams focused on helpingour clients implement compelling, usefulcustomer experiences.Fast Facts:• Founded 1997• $380 MM+ in annualized revenues• 24 locations in North America• Offshore in Europe, China and India• 1900 + employees• 80% of revenue from recurring clients• Served 450+ clients in past 12 months
  • 3. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialMichael PorterPrincipal for Portal and SocialPerficient@porteronportal
  • 4. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialPortal and Social Practice Overview4Practice Snapshot 12+ years of portal experience Expertise delivering solutions acrossmultiple platforms 800+ successful portal implementations Over 400 experienced portal consultantson staff cross trained Strong Social Business and Web 2.0expertise Industry thought leaders and speakers Formal methodology & tool set to ensuresuccessPerficient Portal Capabilities Full Life-Cycle Implementations Strategy & Business Value Assessment Portal Design (User-CenteredApproach) Architecture & Enterprise Security Implementation & Portlet Development Education and MentoringPortal Experience includes IBM WebSphere Portal IBM WCM Forms Server IBM Connections Other Vendor Portal ProductsPortal Types Customer portals Partner Portals Employee Portals Transaction and Reports Portals Dealer PortalsPerficient Strategiesand differentiators Cross-functional business processexperience Enterprise architecture expertise Deep Content Management &Integration experience Understand the balance betweenbusiness and IT Creative Design and Brandingaccomplishments within PortalBlogs.Perficient.com/PortalsClick on the info graph images for more information about our portalexperience.
  • 5. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialCompany Collaboration Has Changed From This
  • 6. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialTo This
  • 7. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialTo This
  • 8. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialAnother Way of Thinking About Ithttp://collaborationmatters.com/the-collaboration-diner-post/
  • 9. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialHowTo Implement SuccessfullyIt’s Less About Development These DaysA Top 9 List
  • 10. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential1. Identify The Right Roles: Your Social Network• Social Champion• SME• Hub• Community Manager– Sets goals– Is Committed– Understands the users– Cross-fertilizes– Keeps up with trends– Measures
  • 11. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential2. Identify The Right Roles: Your ImplementersRole DescriptionArchitect / Installer Scales the implementation correctly. Installs the variouscomponents on the right server. Ensures you have highavailability for your system.Social Business Analyst Identifies champion, SMEs, Hubs, and communitymanager. Trains key individuals. Helps in rollingimplementation to various audiences Gathers technicalrequirementsVisual Designer Ensures your look, feel, brand, and taxonomy all worktogether. Changes the html/css of the social networkingtool to meet your needs.Developer Relatively minor role compared to traditional employeeportal projects. Creates custom widgets. Enables activitystream open social feeds, extends search engine, andother development related workThese are social network specific roles. Combine social network andportal projects will have a larger number of roles.
  • 12. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential3. Find the Key Individuals• A champion, SME, or Hub already has theproclivity for the role. They areengaged, not made• Identify the possible people to fill the roles• Target them for additional discussions andtraining• A social champion will spend time withcommunity managers, SMEs, and Hubs• Don’t shortchange this key task for solidtechnical tasks
  • 13. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential4. First Use Those Excited About It• Understand your culture• Many will not want to jump in withboth feet• However, several departments orindividuals will show excitementand even volunteer for it• Target them first• Plan on a rolling implementation• It’s better to enable a fewsuccessfully than many poorly
  • 14. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential5. Your Social Portal Is Only As Good As What You Include• Your Social Portal shouldshow relevant content fromaround your Intranet• Activity Feed can aggregatefrom multiple sources• Profile should include morethan just an address– Major University wanted toinclude researcher assetsand projects
  • 15. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialIdeas on Sources for Your Social Portal• HR System• Active Directory• Legacy SharePoint• External Blogs• Salesforce or Siebel• Reporting Systems• Document Repositories• Learning Management• Logistics Systems
  • 16. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential6. Don’t Forget About Compliance and Monitoring• Legal Discovery will happen– Be Prepared– Integrate you social network– Actiance, Autonomy, etc.• Manage your conversations– Integrate comments, forums, etc.with tools that don’t allowinappropriate content
  • 17. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential7. Measure Success• Visits to my page• Likes• People following me• People I followPoor Measures of Success
  • 18. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialMeasure Success• Think in terms of– Inputs– Output– Outcomes– ImpactBetter measures• Average time to deliver aproposal• % successful searches• Conversations that matter• Deferred calls to help desk• Asset or content popularity• Who is usingCanadian Tourism Commission
  • 19. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialGamification
  • 20. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential8. Improving Adoption• The value of your social portalis related to– The content in the system– Your ability to get at thecontent– A minimum number of peoplewho use the system– The right people using yoursocial portal• Gamification tools can help• Use a holistic approach. Don’tjust gamify socialRecognition, Achievement, and Rewardscan kickstart your social network andensure continuation of your community
  • 21. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential9. Social GovernancePeopleCommunitiesGoalsPermissionsEarly on, social governance focusedmore on permissions. Executives andlegal were afraid of what employeeswould say. They subsequently wantedto cut off the conversation by:1. Not allowing social of any kind2. Creating onerous rules andregulations before social anythingwas allowed3. Using a complete risk aversionapproach to the detriment of a riskmanagement approach
  • 22. © 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential9. Social GovernancePeopleCommunitiesGoalsPermissions• Manage your risk• Include the right people– Executives– Legal– Beneficiaries• Be honest about potential issues• Identify and communicate thevalue of social• Show a plan to achieve goalswhile putting in place keyprotections• Make governance an ongoingactivity
  • 23. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialHowTo Manage SuccessfullyIt’s Less About Development These Days
  • 24. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialKey to a successful community manager or social whiz1. Never blog, update, post, or vote while angry orannoyed2. Stop counting fans, followers, or subscribers. Startthinking about your true goals and why you do it.3. Be social every day4. It’s not about your value. It’s about the value of theentire network5. Don’t say or post inappropriate things6. Don’t try to be facebook7. Focus on how to be social not how to “do” socialhttp://collaborationmatters.com/speedgeeking-avoiding-the-seven-deadly-sins-of-ibm-connections-and-how-to-plot-the-route-to-social-salvation/
  • 25. © 2013 Perficient incorporated, All Rights Reserved. Perficient ConfidentialThank you.Contact Us:Michael Porterm.801.310.4669e.michael.porter@perficient.comBlog: blogs.perficient.com/portalsTwitter: porteronportalPerficient.comNASDAQ: PRFT25