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Putting Email In Its Place

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I taught a class with Terri Griffith at Santa Clara University entitled 'Putting Email In Its Place'. …

I taught a class with Terri Griffith at Santa Clara University entitled 'Putting Email In Its Place'.

The general gist was that email is taking up too much time for people, is becoming too cumbersome and that there are better ways to collaborate.

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  • I was on twitter soliciting ideas for this presentation and Luis Suarez from IBM / Lotus Connections said that ‘email is where ideas go to die.’What he means is that unless you’re emailing the exact right person who can sell your idea for you, you’re email is dead in the water.Don’t even send it.There is no good way to solicit it with other people, no way to get feedback from a group, no way to see how much impact it can have. What I want to introduce in this group to today is how to leverage social networking to more effectively manage your communications and collaboration to take your ideas, and all of the ideas floating around your company, to the next level.By the way, Luis has a great blog, thinking outside the inbox, at elsua.net
  • I want to talk about Putting Email In Its Place.I suppose you could sub-title this leveraging the power of your internal community, using social networks for productivity or something along those linesAs an agenda, I want to talk about the issues associated with email, share two success stories from customers of mine and then offer up some best practices for rolling out social networks in your company.Open disclosure, I do work for an enterprise social networking company, Socialtext. I don’t want this to be a sales pitch, though my bias may lean in that direction.
  • Just a bit about me, I’ve been selling enterprise collaboration & communications tools for about 10 years. Yes, that is before these technologies were branded, web 2.0.I was one of the first sales reps hired at WebEx in 1999. I then joined Yahoo, where I helped build the Yahoo Enterprise sales team and had a bunch of other jobs over 5 years and then 2 years ago joined Socialtext, the leader in Enterprise 2.0 solutions.This is how you get in touch with me. Since this is a presentation about social networking, feel free to blog this, tweet it, put it in facebook, whatever you want.
  • Does this remind you of your inbox?Show of hands – how many emails do you get a day?100?200?300?I’m guessing that it is a lot or you wouldn’t be here
  • True story - One of my customers, SVP at CanWest, large media company, recently told me that he receives 600 emails per day.I have in my hands a few job descriptions for senior level executives, no where does it say that they have to spend 5+ hours a day doing email, but yet, everyday, people like you are doing just that.
  • Gartner reports that 30% of email is spamI’m not talking about traditional spam, with lower mortgages, cheap watches or other things I can’t mentionWhat I’m talking about is
  • Occupational spam.Email from people you work with that clog up your inbox.That is 1/3rd of your email is made up of things like this.
  • According to Olga Howard, another 50% of the emails that people receive are either irrelevant or simply don’t pertain to themThese are things like ‘keeping you in the loop’, FYI and people CYA
  • You guys are smart and can do math.If 30% is occupational spamAnd 50% is irrelevant or doesn’t pertain to youThat leaves only about 20% of all of the email that you receive as being vital to getting your job doneSame olga howard studySo only 20% of email is relevant to an employee, yet 90% of collaboration happens here.
  • Ugh is right. What started out as something to facilitate communication has now left us with something that simply muddles it.
  • Aside from there being too much of it, there are other problems in email too.First of all, information is hard to find in emailA butler group study shared that employees spend ¼ of their day searching for information and experts
  • And even if you have the best search tools in the world, outside of your inbox, there is no record of the conversation that took place. Seriously, who ever went through an old inbox after someone left the company?
  • You might be the most connected person you know at your company, but if you work for a company with more than a hundred or so people, your network for soliciting and sharing is too small.If you start to send email to everyone, you are just adding to the pile.
  • Finally, people are using new tools in their home lives.Things like iGoogle, Facebook, Twitter & WikipediaThese are social tools that people use in their personal lives to get things done and they expect them in their companies as well
  • STOP FOR QUESTIONSSo how do we fix it?Well, for one, we could get rid of email all together.KiddingNot of all of it , though I’ve heard about small companies that have done thatSo think about getting rid of 1 in 5, 20% of your email. If you get rid of 20% of the emails across your entire organization, what impact will that have?
  • What I don’t want is for this to be a sales pitch about Socialtext, however, I’m going to share some of the things I’ve learned over 2 years in building out enterprise social networking solutions, including 2 success stories in which the reduction of email in one case showed an amazing ROI and in another actually saves lives.
  • If you’ve every applied for credit, your name ended up here.This is TransUnion, one of the Top 3 credit management services.TransUnions challenge was more of a management oneGroups were getting too siloed and instead of having a single company, communicating together, they had a lot of smaller companies working independently.There was significant duplicationEmails were being passed around among the individual groups, but nothing was ever leaving Stuff was being dumped in SharePoint, but the silos persisted
  • Part of the challenge that TransUnion had was that they saw the value of enterprise social networks early onThey saw that these platforms could reduce email and make collaboration more effectiveThey also wanted to get ahead of the curve. They could see that if every business unit purchased it’s own social network, they would be in the same predicament that they were in with SharePoint & emailToo many silos, not enough access for the rest of the company.
  • The results speak for themselves and they are getting better.We just did a live micro-blogging training with the team in which we introduce attendees to our micro-blogging platform and share the streams with everyone on a giant screen or via webex.One of the questions we ask is ‘what were you doing priror to this meeting’ and we found that 2 people, in 2 different locations were working on similar projects and were able to collaborate on them jointly
  • This interesting looking building is the Hospital for Sick Kids in Toronto.Sick Kids is the largest childerns hospital in Canada; helps the sickest of the sick; they do absolutley amazing things and I’m really proud to be part of this projectAbout 18 months ago, Sick kids contacted us about a project called CAFAS – the child adolescent fundamental assessment studyThis is a study that they give nationally to at risks kids who are either suicidal or have severe eating disorders
  • The challenge that the team that I was working with faced is that they had over 500 medical providers all over the countryThere was no way to share ideas or best practices on how to administer the CAFAS studyNor was there any way for these providers hundreds of miles from anywhere to ask questions about how to deal with these kids, who are in situations that they had never seen beforeThe problem with email was that many of these health care providers didn’t know who to send email to when they had questionsThey also didn’t have a way to share knowledge that they collected It wouldn’t matter anyway because there was no way to find the data that others have discoveredThere was also a cultural issue around the idea of sharing information
  • Over the course of a few months, we worked closely with the hospital and the health care administrators and what we accomplished was:Built a private social network for health care providers to easily find and share information with one anotherReduced the amount of email being sent to the hospital drasticallyReduced the amount of duplicate work preformed – if multiple agencies had the same question, there was no way to documentAnd most importanly, the sharing of infirmation amongst the participants has had positive impact on the lives of these kids.The next phase will be to collect the information and publish globally
  • ASK FOR QUESTIONSWhat are some secrets to success?
  • Preferably, identify 2 – 3 really good ones that will give you a postive ROI and then let everything else be gravy
  • Kumbaya vs. Greed is GoodIt needs to be both in the corporate worldThere will never be a ground swell of adoption without both the grass roots and the executive pushStep 7: Recognize and empower local champions
  • Transcript

    • 1.
    • 2. PuttingEmail In Its Place
    • 3. http://www.linkedin.com/in/scottschnaars
      http://www.facebook.com/schnaars
      http://www.twitter.com/schnaars
      http://schnaars.org
    • 4. Your Inbox
    • 5. 600
    • 6. 30%
    • 7. Occupational Spam
    • 8.
    • 9.
    • 10.
    • 11. Important Content Tough to Find
      http://www.networkworld.com/news/2006/102006-search-cuts-productivity.html
    • 12. No Records
    • 13. Your Network
      Your Social
      Network
    • 14.
    • 15. Fix It
    • 16.
    • 17.
    • 18. I wanted to defend against too much of this going on in public
    • 19. TransUnion CTO John Parkinson has his [ROI]: an estimated $2.5 million in savings in less than five months while spending about $50,000 on a social networking platform.
    • 20.
    • 21. The Lack of Structure and Consistency
      Degrades Productivity Over Time
    • 22. [h]elping pioneer new ways of facilitating scientific collaboration. With scientists, doctors, and clinicians from around the world working together, sharing, and learning from each other, monumental strides can be taken to help improve the lives of children everywhere.
    • 23.
    • 24. Identify a Positive Business Case
    • 25. Have a Plan
    • 26. Communicate
      Launch
    • 27.
    • 28. Measure
      &
      Manage
    • 29.
    • 30. Photos
      GTD In Box: Kogakure - http://www.flickr.com/photos/kogakure/153741685/
      SPAM: Chotda - http://www.flickr.com/photos/santos/56256773/
      Awesome, Thanks: Lee.Ekstrom: http://www.flickr.com/photos/15807254@N08/3351493141/
      Irrelevant: JordyR - http://www.flickr.com/photos/jrabthearab/3385856755/
      UGH: malec solmas: http://www.flickr.com/photos/samolcela/3467979790
      I put a record on: pokpok313: http://www.flickr.com/photos/pokpok/466946915/
      Sick Kids Hospital: sflaw - http://www.flickr.com/photos/sfllaw/25364289/
      TransUnion: Kathy Gormley: http://www.flickr.com/photos/27882096@N02/3818446761/
      Success: csitcenter: http://www.flickr.com/photos/12438643@N08/1269362950/
      Thank you: http://www.flickr.com/photos/barca-q8/2645709016/

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