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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social & Collaboration
Technologies ...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
My Organisation
• Institute of Syste...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
About Myself
Head of ISS Social Busi...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Introduction
4
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Your Usual Social Technology?
5
http...
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What about Social for Business?
6
ht...
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Apply Usual Project Management?
• As...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Key Consideration in many
Social for...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction
 What & why o...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
What and Why of Social Business
10
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
What is Social for Business
(i.e. So...
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How Much can Social Benefit
Business...
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How and where can Social
Technologie...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction
• What & why o...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Examples of Social Business
Projects...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
16http://www.mckinsey...
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Product Development -
Crowdsourcing
...
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Example/s for:
18http://www.mckinsey...
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Operations – Social Demand
Monitorin...
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Operations – Work Distribution via
S...
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Example/s for:
21http://www.mckinsey...
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Social Media Marketing (1)
22
The mo...
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Social Media Marketing (2a)
23
https...
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Social Media Marketing (2b)
24
Socia...
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Social Media Marketing (2c)
25
… as ...
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Social Media Marketing (2d)
26
Socia...
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Social Market Research
27
http://www...
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Social Commerce (1)
28
https://www.f...
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Social Commerce (2a)
29http://www.am...
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Social Commerce (2b)
30
Amazon Custo...
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Social Commerce (2c)
31
What Others ...
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Example/s for:
32http://www.mckinsey...
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Social Customer Service (1)
33
Using...
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Social Customer Service (2)
Customer...
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Example/s for:
35http://www.mckinsey...
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Enterprise Collaboration (1)
36
Foll...
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Enterprise Work Collaboration (2)
37...
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Example/s for:
38http://www.mckinsey...
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Social Talent Search
39
Organisation...
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Social Talent Search
40
1. Company c...
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Agenda
• Introduction
• What & why o...
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How to project manage social
busines...
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Characteristics of Social Business
P...
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How to Project-Manage a Social
Busin...
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Listen & Analyse
45
What are they in...
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Agile Implementation
46
<1 week to
4...
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Experiment & Decide with Data
47
Whi...
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Manage the Content & Community
• Som...
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Type of Content
49
https://www.faceb...
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Timing & Frequency
50
Twitter Activi...
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Start the Ball Rolling
51
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Incentives
52
“Badges” – one form of...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction
• What & why o...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Using Social for Project
Management
...
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social for Project Management
• Whet...
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Project Team Selection
56
Similar Co...
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Collaborative Document Sharing
57
ht...
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Concurrent Document Editing
58
2 Per...
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Collaborative Planning, Execution,
M...
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Facebook Style Project/s “Following”...
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Summary
61
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Recap(1)
• Introduction
• What & why...
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Recap(2)
• How to project manage soc...
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Recap(3)
• How to use social to help...
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Q & A
65
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For Further Information
Please refer...
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Thank you
67
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Social & Collaboration Technologies in Business Projects

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Presented by Goh Boon Nam at SPMI Management Symposium 2013 on 9 Oct 2013.

Published in: Technology, Business, Education
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Social & Collaboration Technologies in Business Projects

  1. 1. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social & Collaboration Technologies in Business Projects & Impact to Project Managers 1 SPMI Symposium 2013 9 Oct 2013 Please see Acknowledgements & Notices in second last slide
  2. 2. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. My Organisation • Institute of Systems Science www.iss.nus.edu.sg • Part of National University of Singapore • Support national IT competency development needs • Faculty of practitioners from industry with average of more that 15 years experience each • Caters to working IT professionals – Post-Graduate Programmes – Executive Programmes – Industry Research – Consulting (CMMI, Enterprise Architecture etc) 2
  3. 3. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. About Myself Head of ISS Social Business Centre of Excellence TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT, ITIL Expert  20 years of IT management experience  Process Improvement  Enterprise Architecture and Planning  Application Development  IT Operations  Consultancy for private and public sector  Enterprise Architecture  CMMI Goh Boon Nam Chief, New Initiatives Institute of Systems Science 3
  4. 4. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Introduction 4
  5. 5. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Your Usual Social Technology? 5 https://www.facebook.com/mrbrownlah
  6. 6. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. What about Social for Business? 6 http://lego.cuusoo.com/discover One Example - Crowdsourcing ->
  7. 7. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Apply Usual Project Management? • Assume you were asked to manage a project to implement crowdsourcing for your company • Would you project manage it like any other normal project? • Would that achieve project success? – On Schedule – Within Budget – Delivers Business Value 7 http://upload.wikimedia.org/wikipedia/commons/f/fd/Light_Green_Lego_Brick.jpg
  8. 8. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Key Consideration in many Social for Business Projects 8 Image courtesy of sue_r_b, http://www.rgbstock.com/bigphoto/mhBJWw0%2FHorse+%26+Pond You can lead a horse to water but you can’t make it drink.
  9. 9. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Agenda • Introduction  What & why of social business • Examples of social business projects • How to project manage social business projects • How to use social to help in your project management 9
  10. 10. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. What and Why of Social Business 10
  11. 11. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. What is Social for Business (i.e. Social Business)? • Use of social/collaborative technologies and practices to achieve business objectives (as opposed to individual use) • The technologies can comprise – Platforms as used by individuals (e.g. Facebook, Twitter, LinkedIn etc.) – Business internal collaboration platforms (e.g. SharePoint, IBM Connections etc.) – Custom built platforms – Apps built using platform APIs (e.g. Facebook API or internal collaboration tool APIs) 11
  12. 12. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. How Much can Social Benefit Business? 12 McKinsey Global Institute estimates that worker productivity can be increased by 20-25%http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  13. 13. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. How and where can Social Technologies Benefit Business? 13http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  14. 14. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Agenda • Introduction • What & why of social business  Examples of social business projects • How to project manage social business projects • How to use social to help in your project management 14
  15. 15. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Examples of Social Business Projects 15
  16. 16. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Example/s for: 16http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  17. 17. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Product Development - Crowdsourcing http://www.ideastorm.com/
  18. 18. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Example/s for: 18http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  19. 19. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Operations – Social Demand Monitoring 19 https://twitter.com/HelloMeHippo Customer help to monitor when shops run out of your company’s product
  20. 20. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Operations – Work Distribution via Social Outsourcing 20 https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web%20design/cat-design-multimedia https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web%20design/cat-design-multimedia
  21. 21. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Example/s for: 21http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  22. 22. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Media Marketing (1) 22 The most common form
  23. 23. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Media Marketing (2a) 23 https://www.elance.com/s/j2ee-profession/job-history/10183/?c=10216&t=1 Social Apps (using Social Platform APIs)
  24. 24. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Media Marketing (2b) 24 Social Apps can use your social information …
  25. 25. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Media Marketing (2c) 25 … as you have agreed
  26. 26. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Media Marketing (2d) 26 Social Apps can tell your friends that you use (endorse?) a product
  27. 27. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Market Research 27 http://www.youtube.com/watch?v=6Y9RmvGhQlU What topics customers are talking about (on social media) in relation to their credit cards?
  28. 28. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Commerce (1) 28 https://www.facebook.com/pages/Tracyeinny/126892414022377
  29. 29. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Commerce (2a) 29http://www.amazon.com/Project-Management-Lite-Enough-Done-Nothing/dp/1478129220/ Why is Amazon considered social commerce?
  30. 30. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Commerce (2b) 30 Amazon Customer Reviews – “Buy This Book”
  31. 31. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Commerce (2c) 31 What Others Bought in Addition – “Buy These Also”
  32. 32. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Example/s for: 32http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  33. 33. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Customer Service (1) 33 Using Twitter instead of phone lines/emails Organisation <-> Customers
  34. 34. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Customer Service (2) Customers (& Organisation) <-> Customers
  35. 35. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Example/s for: 35http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  36. 36. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Enterprise Collaboration (1) 36 Following what is happening with other people/projects
  37. 37. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Enterprise Work Collaboration (2) 37 Work Collaboration Tasks Discussions Documents Pictures Section (Phase) Goal
  38. 38. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Example/s for: 38http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
  39. 39. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Talent Search 39 Organisational Talent Search Using Internal Personal Profiles
  40. 40. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social Talent Search 40 1. Company chooses target audience 2. Appears in your LinkedIn if you match the profile
  41. 41. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Agenda • Introduction • What & why of social business • Examples of social business projects  How to project manage social business projects • How to use social to help in your project management 41
  42. 42. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. How to project manage social business projects? 42
  43. 43. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Characteristics of Social Business Projects Conventional Project Social Business Project Mainly transactional process Mainly social/collaborative process Participants obliged to do their part Participants likely not obliged to take part Process fixed, repeatable & well defined Likely not a fixed, well-defined process Clear as which specific individuals do what Likely not clear as to which specific individuals do what Functions, once provided, likely to lead to process being carried out as specified and project largely fulfils business objectives Likely not clear what functions to provide and even if provided, may not lead to process being carried out 43 http://www.modernanalyst.com/Portals/0/images/Swimlane%20Diagram.jpg http://fingercandymedia.com/wp-content/uploads/2010/11/conversations.jpg
  44. 44. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. How to Project-Manage a Social Business Project? • Listen to the participants’ conversations & analyse – Rather than simply gathering requirements • Use agile implementation – Iterative implementation cycles – Each cycle of short duration • Experiment & make decisions using data – Analytics – A-B Testing • Manage the online content & community – Community & content are the main deliverables – The system/platform is just an enabler 44
  45. 45. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Listen & Analyse 45 What are they interested in? What are they happy with? What are they not happy with?
  46. 46. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Agile Implementation 46 <1 week to 4 weeks http://www.certiconglobal.com/sites/default/files/images/imce/scrum.jpg
  47. 47. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Experiment & Decide with Data 47 Which content did better? The one of the left or the one on the right?
  48. 48. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Manage the Content & Community • Some of the considerations: – Type of content – Timing & frequency – Start the ball rolling • Questions • Topics that people have differing opinions on • Polls • Contests • Crowdsourcing – Incentives 48
  49. 49. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Type of Content 49 https://www.facebook.com/skittles https://www.facebook.com/magnumus?brand_redir=1 vs Not Direct Direct (“Hard Sell”)
  50. 50. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Timing & Frequency 50 Twitter Activity by Time of Day (24 Hr Format)
  51. 51. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Start the Ball Rolling 51
  52. 52. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Incentives 52 “Badges” – one form of Incentive Which social group do these come from? http://www.kiasuparents.com/kiasu/forum/viewtopic.php?f=69&t=2074
  53. 53. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Agenda • Introduction • What & why of social business • Examples of social business projects • How to project manage social business projects  How to use social to help in your project management 53
  54. 54. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Using Social for Project Management 54
  55. 55. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Social for Project Management • Whether your project is social or not – Social/collaborative tools and techniques can help in your project management work • Some of the ways it can help: – Project team selection – Collaborative document sharing – Concurrent working on documents – Centralised, collaborative project planning, execution, monitoring and knowledge sharing – Facebook-style page to centrally monitor updates on all the projects you follow 55
  56. 56. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Project Team Selection 56 Similar Concept in Internal Collaboration Tools LinkedIn Skills and Expertise http://ilikeorangutans.github.io/assets/images/my-skills.png http://www.ibm.com/developerworks/lotus/library/profilesextensionconnections301/
  57. 57. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Collaborative Document Sharing 57 http://www.youtube.com/watch?v=zEMmqCzmoms File Sharing and Commenting
  58. 58. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Concurrent Document Editing 58 2 Persons Editing a Spreadsheet at the Same Time Angela Janice
  59. 59. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Collaborative Planning, Execution, Monitoring And Knowledge Sharing 59 ( Project Collaboration ) Tasks Discussions Documents Pictures Section (Phase) Goal
  60. 60. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Facebook Style Project/s “Following” 60 Following what is happening with other people/projects
  61. 61. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Summary 61
  62. 62. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Recap(1) • Introduction • What & why of social business • Social technologies/practices for business objectives • Estimated productivity improvements of 20-25% • Examples of social business projects • Product Development • Operations • Marketing & Sales • Customer Service • Collaboration & Communication • Matching talent to tasks/jobs 62
  63. 63. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Recap(2) • How to project manage social business projects – Listen & analyse – Agile Iterative – Experiment & data-based decisions – Manage the online content & community 63
  64. 64. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Recap(3) • How to use social to help in your project management – Project team selection – Document sharing / Concurrent editing – Collaborative project planning, execution, monitoring and knowledge sharing – Activity stream for project updates 64
  65. 65. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Q & A 65
  66. 66. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. For Further Information Please refer to: http://www.iss.nus.edu.sg/ Or email Goh Boon Nam at: issgbn@nus.edu.sg For courses on Social Business: https://www.iss.nus.edu.sg/ProfessionalC ourses/EnterpriseSocialBusiness.aspx 66
  67. 67. © 2013 National University of Singapore unless otherwise stated. All Rights Reserved. Thank you 67

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