Avoiding Social Silos by Samir Ghosh

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As vendors and customers scramble to add social capabilities within their organization, they need to avoid creating social silos.

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Avoiding Social Silos by Samir Ghosh

  1. 1. Avoiding Social Silos SugarCon 2011 Samir Ghosh VP Business Development & Strategy Qontext Inc.© Qontext Inc. 2011
  2. 2. WHAT IS BUSINESS SOCIALCOLLABORATION?
  3. 3. Social Individuals Groups Purpose = External Internal Communities Purpose = Social Business, Communities (Workplace, Partners, …) Jobs (Customers) Facebook MySpace Twitter Twitter LinkedIn Jive Lithium Qontext Email Social Yammer Chatter Jive Qontext Social Media Social Collaboration© 2010 Samir Ghosh
  4. 4. WHY BUSINESS SOCIAL?
  5. 5. Social Passes Search & Email! • Facebook > Google – Avg weekly traffic (3/13/10)1 – Business traffic (4/16/10)2 • Social Networking > Email – #users > email (7/09)3 – Usage > email (11/07)3 © Qontext Inc. 2011
  6. 6. “I know more about  what my friends are  doing than my own  direct reports and  colleagues.”© Qontext Inc. 2011
  7. 7. Social  Social  Purpose Functionality© Qontext Inc. 2011
  8. 8. Business is Social • Business is “socializing with a purpose” – Hugh MacLeod (gapingvoid.com) • “All business is becoming Social Business” – Dion Hinchcliffe, SVP at Dachis Group © Qontext Inc. 2011 8
  9. 9. Markets are empowered “A powerful global conversation has begun. Through the Internet, people are discovering and inventing new ways to share relevant knowledge with blinding speed. As a direct result, markets are getting smarter—and getting smarter faster than most companies.” – Cluetrain Manifesto © Qontext Inc. 2011 9
  10. 10. So empower Employees “In a world where a single tweet can torpedo your brand, you must empower your employees to solve the problems of empowered customers.” – Josh Bernoff, Forrester
  11. 11. Social Customers Employees Purpose = External Internal Communities Purpose = Social Business, Communities (Workplace, Partners, …) Jobs (Customers) Facebook MySpace Twitter Twitter LinkedIn Jive Lithium Qontext Email Social Yammer Chatter Jive Qontext Social Media Social Collaboration© 2010 Samir Ghosh
  12. 12. WHAT’S LACKING?
  13. 13. Social Individuals Groups External Internal Communities Purpose = Purpose = Social Business, Jobs Communities (Workplace, Partners, (Customers) …) Synchronous Asynchronous Synchrono Asynchron Synchronous Asynchrono Synchronous Asynchronous us ous (Chat) us (Forums) (IM/Pres/Cha t) (Discussions, Files) FacebookGmail chat chat Facebook MySpace LinkedIn Push Pull Power? Persistency? Email Social Privacy? © 2010 Samir Ghosh
  14. 14. © Qontext Inc. 2011 14
  15. 15. Email • Short messages, Long messages • Group messages, private messages • Business, personal, mixed priorities • Document & file sharing • Scheduling • Tasks / To Do’s • Approvals & workflow processes • Polling, quizzing, surveying • Socializing, joking • Alerting • Newsletters & Subscriptions • Broadcasting • Group discussions • … © Qontext Inc. 2011
  16. 16. Too many nails…Too many emails! • 88% of professionals  often receive  unnecessary email • 55% report email at their  enterprise is “poor to  fair”. • 54% often receive  warnings that inbox is  over‐the‐limit. • 25% of email processing  time is wasted = 15  wasted  days/year/employee. (For 10k employee co =   $152M wasted wages) CohesiveKnowledge shared cumulative results from more than 1,000 corporate employee surveys conducted in 2005.
  17. 17. Slave to Email • Each email is identically weighted. • Reactionary.  Anyone can email you. • Become Pavlovian slaves to email. • Majority is SPAM (85% of incoming mail is  "abusive email"*) • Occupational “reply all” spam. • Email technology stagnant for 20 years! Ooooh…threading! *Messaging Anti-Abuse Working Group, 100 million mailboxes, 2007
  18. 18. Co-Authoring • Where is the latest version? • I have 3 copies in my inbox, but maybe it’s  not the latest. • Let me ask the author. • How do we all edit same document? • Where did my changes go? © Qontext Inc. 2011 19
  19. 19. Other Problems with Email • “Delete Dilemma” • Inefficient storage (duplicates) Life cycle management = Quotas • Poor transmission security (public network) • Unreliable/unpredictable delivery (time) • To vs CC vs BCC (etiquette?) • Incompatible formats (“winmail.dat”) © Qontext Inc. 2011
  20. 20. • Need to know who needs info when sending it• Then it sits in individuals’ inboxes• Info is undiscoverable• Info is non-contextual © Qontext Inc. 2011 © Qontext Inc. 2011 21
  21. 21. TIMING IS EVERYTHING 22
  22. 22. “De-Silo’ing” The benefits of info centralization have been touted for decades: • Search (I know it exists) • Discovery (I don’t know it exists) • Transparency • Document Management • Compliance & Governance • Knowledge Management • Calendaring & Scheduling • … © Qontext Inc. 2011 23
  23. 23. CentralizationPerfect Storm • Cloud  technologies • SaaS availability  & acceptance © Qontext Inc. 2010 24 © Qontext Inc 2011
  24. 24. Contextual Collaboration “One of the holy grails in the collaboration market is the ability to embed collaboration services directly into business processes.” Matthew W. Cain Research VP Gartner, Inc.
  25. 25. Social  Social  Purpose Functionality© Samir Ghosh 2011
  26. 26. business Business  Social  Purpose Functionality CRM, HRMS, SFA, Financials, …© Samir Ghosh 2011
  27. 27. Social Silos Orders Vendors adding HR proprietary social “features” to their CRM applications are creating disconnected social silos. © Qontext Inc. 2011 28
  28. 28. RealityHowever, ad hoc workflows actually span acrossfunctions, geographies and applications. Qontext Social Platform CRM HR Orders Custom © Qontext Inc. 2011 29
  29. 29. Social Contextual Collaboration Contextual Collaboration Contextual Recall © Qontext Inc. 2011 30
  30. 30. Thank you! Samir Ghosh sugarcon.qontext.com VP Business Development & Strategy Qontext, Inc. samir.ghosh@qontext.com www.qontext.com Twitter: @samirghosh Twitter: @qontext 1 YEAR FREE if  Blog: workasone.com you register in  (650) 963-4744 April Booth: 402 © Qontext Inc. 2011 31

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