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Make Your Intranet Social


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Learn about the benefits of having a Social Intranet from Socialtext, Forrester Research and the American Hospital Association.
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Make Your Intranet Social

  1. 1. Making Your Intranet Social Eugene Lee CEO Tim Walters, Ph.D. Senior Analyst Jack MacKay Vice President & CIO Karthik Chakkarapani IT Manager – Strategy & Operations
  2. 2. Seize The Business Value Of The Social Intranet <ul><li>Tim Walter, Ph.D., Senior Analyst </li></ul>January 26, 2011
  3. 3. The social intranet combines Enterprise 2.0 with the established corporate intranet –and enhances the business value of both.
  4. 4. Agenda Why social? Why the social intranet? How to achieve it?
  5. 5. More than a third of enterprises are expanding their social technology investments in 2011 April 2010 “Business Web 2.0 Buyer Profile: 2010”
  6. 6. Knowledge capture and collaboration are the big drivers of social technology investments Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009 Base: 603 North American and European enterprise and SMB IT decision-makers who are deploying at least one Web 2.0 tool
  7. 7. Agenda Why social? Why the social intranet? How to achieve it?
  8. 8. 1: It’s an irresistible force
  9. 9. 4 OUT OF 5 ONLINE AMERICANS USE SOCIAL MEDIA Forrester, “A Global Update Of Social Technographics®, September 2010”
  10. 10. Consumer social adoption is global and universal Forrester, “A Global Update Of Social Technographics®, September 2010”
  11. 11. Employees master technology at home then see ways to use it to solve customer and business problems.
  12. 12. What percentage of information workers . . . . . . pay for a smartphone used for work? Base: 4,343 US information worker HEROes Source: North American Technographics ® Empowerment Online Survey, Q4 2009 (US)
  13. 13. What percentage of information workers . . . . . . pay for a smartphone used for work? . . . download and regularly use applications on a work computer? Base: 4,343 US information worker HEROes Source: North American Technographics ® Empowerment Online Survey, Q4 2009 (US)
  14. 14. What percentage of information workers . . . . . . pay for a smartphone used for work? . . . download and regularly use applications on a work computer? . . . regularly use unsanctioned, login-required Web sites for work? Base: 4,343 US information worker HEROes Source: North American Technographics ® Empowerment Online Survey, Q4 2009 (US)
  15. 15. What percentage of information workers . . . . . . do at least one of those things? . . . pay for a smartphone used for work? . . . download and regularly use applications on a work computer? . . . regularly use unsanctioned, login-required Web sites for work? Base: 4,343 US information worker HEROes Source: North American Technographics ® Empowerment Online Survey, Q4 2009 (US)
  16. 16. Why do employees harness do-it-yourself technology? Base: 4,343 US information worker HEROes It is something I use at home and want to use for work It is better than what I’m provided at work I needed it, and my company didn’t provide an alternative Source: North American Technographics ® Empowerment Online Survey, Q4 2009 (US)
  17. 17. 2: It’s natural 19
  18. 18. Social networks accentuate the way people actually work and want to work together; formal structures don't Informal structure Formal structure
  19. 19. 3: It creates business value /
  20. 20. Collaboration is good business <ul><li>Spurs innovation and increases competitiveness </li></ul><ul><li>Increases knowledge worker efficiency by making it easier to find relevant information </li></ul><ul><li>Increases productivity with reuse of knowledge assets </li></ul><ul><li>Builds loyalty and community </li></ul><ul><li>Leverages firm-wide expertise and experience </li></ul>
  21. 21. Small search improvements have a big impact “ We [division of large UK-based global manufacturer] recently determined that a 1% efficiency increase in their knowledge workers finding information would lead to £1.5 million per annum savings. ”
  22. 22. Leveraging expertise is as important as finding information “ Clients are coming to expect from global organisations, not merely the know-how of the particular team that has been assigned to the task, but the very best that the organisation as a whole has to offer. ” -- World Bank
  23. 23. Elsevier cut email traffic for collateral by 80%
  24. 24. BBVA taps blogs to empower employees to solve customer and business problems
  25. 25. Deloitte Australia turns micro-blogging into a knowledge and resource retention engine <ul><li>Frequent users are 8-10X more likely to stay with the firm </li></ul><ul><li>Posting a question to the community saves estimated 1 hour spent searching </li></ul><ul><li>- </li></ul>
  26. 26. Agenda Why social? Why the social intranet? How to achieve it?
  27. 27. Intranet evolution and maturity phases Source: December 16, 2009, “State Of Play: The Information Workplace” Forrester report
  28. 28. Intranet evolution and maturity phases Source: December 16, 2009, “State Of Play: The Information Workplace” Forrester report Integration of content, apps, collaboration support
  29. 29. Advantages of the intranet as social foundation <ul><li>Established and familiar to employees </li></ul><ul><li>Shared and social access points for enterprise information </li></ul><ul><li>Networked hubs of corporate resources </li></ul><ul><li>Optimized incrementally over time </li></ul>
  30. 30. The social intranet is not just social + intranet <ul><li>Social is sometimes a silo – e.g., blogs and wikis that stand alone from the intranet and business processes </li></ul><ul><li>The social intranet is not just social icing on the existing intranet cake </li></ul><ul><li>The injection of social into the intranet enriches existing practices (knowledge discovery, reuse, collaboration) and creates new practices (idea generation, innovation) in support of business processes </li></ul><ul><li>Social accelerates the evolution of the intranet into the Information Workplace </li></ul><ul><li>The social intranet enables and multiplies the effect of the deep integration of social into business processes and applications </li></ul>
  31. 31. Agenda Why social? Why the social intranet? How to achieve it?
  32. 32. Collaboration & enterprise social best practices <ul><li>Get executive buy-in. To drive change throughout the organization, you will need to ensure that the CXO level is completely behind the community. Connect your CEO with other CEOs who have seen the impact on their organization. </li></ul><ul><li>Designate one or more social strategists and business-level evangelists . They can help identify high-value, low-hanging fruit by identifying teams with real problems to solve using the social tools. </li></ul><ul><li>Gain support from the masses. Build up grass-roots support using teams solving real problems. Have them tell others about their successes. </li></ul><ul><li>Publicize your wins. Actively promote the successes resulting from collaborating through the community. </li></ul><ul><li>Select the right platform for the business’ needs. The wrong choice of underlying technology can make your community difficult to use. Unless the community is easier than the alternatives, it will fail. </li></ul>
  33. 33. Thank you <ul><li>Tim Walters, Ph.D. </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li> </li></ul></ul>
  34. 34. Making Your Intranet Social Eugene Lee, CEO, Socialtext Twitter: @eugenelee The Place Where Work Gets Done. Together.
  35. 35. Organizations That Made Their Intranet Social
  36. 36. The Evolution of the Social Intranet
  37. 37. Injecting Social Transforms Intranets <ul><li>From </li></ul><ul><li>Static </li></ul><ul><li>Publishing </li></ul><ul><li>Searching </li></ul><ul><li>Interrupt-driven </li></ul><ul><li>Personal </li></ul><ul><li>To </li></ul><ul><li>Dynamic </li></ul><ul><li>Sharing </li></ul><ul><li>Finding </li></ul><ul><li>In-the-flow </li></ul><ul><li>Social </li></ul>
  38. 38. Technology Considerations
  39. 39. Technology Considerations Directory Document Management CRM Support Enterprise Apps…
  40. 40. Technology Considerations Directory Document Management CRM Support Enterprise Apps…
  41. 41. Getty Images <ul><li>Challenge: Adapt faster to changing media landscape and collaborate better across boundaries </li></ul><ul><li>Solution: Getty Images ’ “Mixer” intranet built on Socialtext </li></ul><ul><li>Benefits: Employees access the relevant people and information they need to drive new opportunities </li></ul>“ How do you put a price on an employee coming in and knowing they can find the information they need, know its relevant, and be more efficient at their job? People want to do their best work, and our job is to make that easier for them.” Jennifer Fox, Director of learning and development, Getty Images
  42. 42. FONA International <ul><li>Challenge: Food flavor manufacturer lacked trusted central location where people could find colleagues and access current information </li></ul><ul><li>Solution: “FONApedia” intranet on Socialtext. Employees share ideas enterprise wide, manage projects, and outpace competition </li></ul><ul><li>Benefits: Reduces e-mail volume by nearly 50,000 messages a year </li></ul>“ FONApedia, our social intranet, has empowered our employees to work together in improving our processes internally, helping us serve our customers even better than before. “ Steve Brewer, IT Director, FONA, Winner of CIO 100
  43. 43. Why Socialtext? <ul><li>Comprehensive solution </li></ul><ul><li>Easy, secure and flexible </li></ul><ul><li>Partners in customer success </li></ul><ul><li>Integration of enterprise data </li></ul><ul><li>Proven solution </li></ul>
  44. 44. Recommended Reading
  45. 45. Focus On People
  46. 46. Time For You To Participate “ What is the top reason your company wants to make your intranet more dynamic and social”
  47. 47. American Hospital Association Social Intranet & Collaboration Presented By Jack MacKay, VP/CIO Karthik Chakkarapani, IT Manager
  48. 48. About AHA <ul><li>American Hospital Association (AHA) is the National Organization that represents and serves all types of hospitals, health care networks, and their patients and communities </li></ul><ul><li>Represents 5,000 hospitals , health care systems , networks & providers of care </li></ul><ul><li>Represents 12 personal membership groups that comprises 40K+ members. </li></ul><ul><li>Ensures members' perspectives and needs are heard & addressed in national health policy development, legislative and regulatory debates, and judicial matters. </li></ul><ul><li>Is the voice of members in Washington, earning respect and attention from political, opinion leaders and the media. </li></ul><ul><li>Focus on federal relations, policy, and communications has resulted in a strong record of changing the thinking of Congress and the executive branch. </li></ul><ul><li>Brings value in the form of service and leadership to the hospital field to promote a higher performing health care delivery system. </li></ul><ul><li>Provides hospital leadership , professional development , performance improvement & excellence . </li></ul>
  49. 49. AHA’s Vision, Mission, Values Vision A society of healthy communities, where all individuals reach their highest potential for health Mission To advance the health of individuals and communities; the AHA leads, represents and serves hospitals, health systems and other related organizations that are accountable to the community and committed to health improvement Values People…Integrity…Leadership…Diversity…Collaboration…Excellence…Innovation
  50. 50. Who We Are? What We Do? Trustees/Boards (CHG) Developing excellence & accountability in governance Diversity in Leadership (IFD) Expanding health care leadership opportunities for ethnically, culturally, and racially diverse individuals Nursing Leadership (AONE) Shaping health care delivery through innovative nursing leadership Hospital Professionals (PMGs) Advancing professional development and capacity Information & Media (Health Forum) Helping leaders to advance hospital strategy and performance Hospital Operations (AHA Solutions) Advancing the adoption of excellent practices/solutions R&D (HRET/HPOE) Transforming health care through research, education and dissemination Community Health (ACHI) Strengthening community health & delivery of community benefit Physician Leadership Initiative (PLI) Advancing excellence in patient care Core Organizational Functions & Services Optimizing operational effectiveness & efficiency Information Technology Finance, HR, Admin Legal, Meetings, Travel Advocacy & Member Relations Policy leadership, federal relations, communications & resource Center
  51. 51. Business Needs & Challenges <ul><li>Improve & Increase Communication & Collaboration across the Organization </li></ul><ul><li>Provide New ways for a diverse group of AHA Business units & Employees with different Skills & Expertise to Interact, Communicate, Collaborate & Share information and ideas efficiently </li></ul><ul><li>Foster Innovation & Creativity across the organization to attain Performance Excellence & Process Improvements </li></ul><ul><li>Break-down Silos across business units and Tap collective intelligence to solve challenges </li></ul><ul><li>Facilitate Learning and Capture Knowledge on best practices, standards and methodologies </li></ul><ul><li>Discover People, Skills, Expertise and relevant Information quickly & easily </li></ul><ul><li>Manage & Collaborate on Projects & Initiatives effectively & efficiently </li></ul><ul><li>Provide a Central hub for Information Management, Aggregation & Delivery - Social tools, Seamless integration to SaaS Apps with Single Sign-On, Shared Services, News & Updates, Events, Calendar, Enhanced Security & IT Self-Service functions </li></ul>
  52. 52. Solution Social Intranet & Collaboration Effective Communication + Collaboration + Interaction + Sharing Knowledge & Ideas Process Improvement, Process Excellence, Break Down Silos, Creativity & Innovation across the Organization Leads to
  53. 53. Social Architecture
  54. 54. Socialtext - Features & Business Value <ul><li>Business Value </li></ul><ul><li>Discover colleagues and follow people who will be helpful to you </li></ul><ul><li>Accelerate and improve communication and collaboration among the people and teams you work with </li></ul><ul><li>Share ideas and solutions </li></ul><ul><li>Harness innovation and creativity </li></ul><ul><li>Create a hub of information, ideas and expertise on important topics </li></ul><ul><li>Get a rich picture of the people behind the work </li></ul><ul><li>Bridge across silos and start conversations with ease </li></ul><ul><li>Effectively tap the collective intelligence of co-workers </li></ul><ul><li>Share quick updates with your team in a targeted way </li></ul><ul><li>Manage and collaborate on projects and initiatives </li></ul><ul><li>Single Sign-On to Enterprise Applications, IT Self-Service </li></ul><ul><li>Run queries against Enterprise Applications systems/data and collaborate on the results </li></ul><ul><li>Features </li></ul><ul><li>Social Networking </li></ul><ul><li>Microblogging </li></ul><ul><li>Collaborative Groups </li></ul><ul><li>Distributed Spreadsheets </li></ul><ul><li>Dashboard </li></ul><ul><li>Wiki Workspaces </li></ul><ul><li>Collaborative Blogs </li></ul><ul><li>Desktop Application </li></ul><ul><li>Mobile Application </li></ul><ul><li>Application Connect </li></ul><ul><li>Single Sign-On </li></ul><ul><li>Intranet </li></ul><ul><li>Self-Service </li></ul>
  55. 55. Benefits & Process Improvements <ul><li>Next & New Generation Social Intranet, Collaboration platform & Information Hub </li></ul><ul><li>Improved Communication, Collaboration & Interaction between Management & Employees </li></ul><ul><li>Effective & Efficient way for Strategy Alignment & Business Unit Initiatives </li></ul><ul><li>Quick & easy access to AHA’s knowledge repository, resources, information, updates & events </li></ul><ul><li>Effective & Efficient way for Project Management, Collaboration & Communication </li></ul><ul><li>Increased Awareness of IT Strategy, Services, Support, Projects & Initiatives </li></ul><ul><li>Improved Collaboration & Communication between Shared Services & Employees </li></ul>
  56. 56. Nursing Leadership (AONE) – Collaboration & Communication <ul><li>Benefits & Business Value </li></ul><ul><li>Found relevant information faster and easier </li></ul><ul><li>Got additional resources & articles </li></ul><ul><li>Discovered people & expertise quickly </li></ul><ul><li>Formed a new group for collaboration </li></ul><ul><li>Information is now available & searchable </li></ul><ul><li>Task force is on “Schedule” </li></ul>Task Force Explore how AONE can better meet the needs of members from small, rural and critical access hospitals and develop a plan to present to the board
  57. 57. Strategy Alignment & Initiatives <ul><li>Benefits </li></ul><ul><li>Efficient Strategy Alignment to Projects </li></ul><ul><li>Dynamic & Automatic Strategic Mapping </li></ul><ul><li>Improved Communication, Collaboration & Interaction among Management & Employees </li></ul><ul><li>Efficient Project Management Collaboration </li></ul><ul><li>Increased Employee awareness of Strategies & Goals </li></ul><ul><li>Find relevant information faster and easier </li></ul><ul><li>Share ideas, comments & solutions faster & easily </li></ul><ul><li>Fosters innovation & creativity to problems </li></ul><ul><li>Drive towards Organized Communication </li></ul>
  58. 58. Project Management & Collaboration <ul><li>Benefits & Business Value </li></ul><ul><li>Improved Communication, Collaboration & Interaction on projects among Management & Teams </li></ul><ul><li>Efficient Project Management & Collaboration </li></ul><ul><li>Efficient Document Management & Collaboration </li></ul><ul><li>Increased Employee awareness of projects initiatives </li></ul><ul><li>Why, Who, What, When, How? </li></ul><ul><li>Find project updates & status via Signals faster </li></ul><ul><li>Share ideas, comments & solutions or ask questions easily via blogs, signals, groups and workspaces </li></ul><ul><li>Subscribe to Project Communication & Updates </li></ul><ul><li>Fosters Innovation & Creativity </li></ul><ul><li>Drive towards Organized Communication </li></ul>
  59. 59. IT Service Management & Support <ul><li>Benefits & Business Value </li></ul><ul><li>Direct communication between CIO, IT Teams, Business Units & Employees </li></ul><ul><li>Improved Communication & Collaboration </li></ul><ul><li>Increased Employee awareness of IT Services & Support available (Service Catalog – ITIL V3) </li></ul><ul><li>Seamless Access & SSO to SaaS Applications </li></ul><ul><li>Seamless integration to Box.Net & Delve (Video) </li></ul><ul><li>Find IT relevant Information & Updates faster </li></ul><ul><li>IT Self-Service , FAQs, Self-help Resources </li></ul><ul><li>Improved Customer Service & Satisfaction </li></ul><ul><li>Drive towards Organized Communication </li></ul>
  60. 60. Technology Architecture & SSO
  61. 61. Implementation & Adoption Strategies <ul><li>Strong Commitment & Buy-In from Senior Management </li></ul><ul><li>Identify Communication, Collaboration Challenges and Pain-points – Impact? </li></ul><ul><li>Identify & define lead Use Cases – Need, Value, Metrics etc </li></ul><ul><li>Identify and recruit energetic “ Champions ” </li></ul><ul><li>Do Road-shows , Hands-On Training , 101 sessions on Social Intranet ( Facebook? Twitter? Blog? Social Media?) </li></ul><ul><li>Provide Seamless integration and Single Sign-On to critical SaaS applications ( Box.Net, IT Self-Service, HR etc ) </li></ul><ul><li>Publish News & Updates , Success stories and Use cases - “Go to” site </li></ul><ul><li>Do Continuous Improvements & Minor Enhancements at regular intervals </li></ul><ul><li>Simple Easy to Use Interface, Architecture & Intuitive </li></ul><ul><li>Listen ….. Measure…..Monitor…..Analyze……Implement </li></ul><ul><li>Don’t Give Up!!!! Keep the Momentum !!! </li></ul>
  62. 62. Questions/Demo Video Click here to view a short video on AHA’s Social Intranet & Collaboration Platform Jack MacKay, VP/CIO [email_address] 312.422.2226 Karthik Chakkarapani, IT Manager [email_address] 312.422.2228
  63. 63. Thank You Visit for information @socialtext on Twitter