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How to make a collaboration environment based on yammer and google apps

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How to make a collaboration environment based on yammer and google apps

There are now many ways to create organizational collaboration environments using social software. This presentation shows how you can use Yammer and Google Apps to create a very effective and low cost solution.

There are now many ways to create organizational collaboration environments using social software. This presentation shows how you can use Yammer and Google Apps to create a very effective and low cost solution.

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How to make a collaboration environment based on yammer and google apps

  1. 1. How to make a collaboration environment based on Yammer and Google Apps 10.02.2011 Richard von Kaufmann // Concepting Director // co-founder
  2. 2. We help companies adapt social media practices and software to improved collaboration and knowledge sharing within and between organizations. This presentation focuses on how we designed a collaboration environment for the OSKE Centre of Expertise Programme run by the Finnish Ministry of Employment and the Economy (TEM)
  3. 3. OSKE Case-study The main needs were: • Improve communication efficiency from the coordinating body to around 200 related members • Improve collaboration between and within the 13 clusters and 22 centres of excellence
  4. 4. Integrated collaboration environment shared space
  5. 5. No Doubt Social media is changing the way we do things. New contact books New encyclopedias New photo albums New diaries
  6. 6. New Potential Now it’s changing the way we do business. New marketing New communication New intranets channels New workflows
  7. 7. Stuck behind Firewalls
  8. 8. Pass the Parcel Project management via email attachments can be frustrating.
  9. 9. Pass the Parcel Project management via email attachments can be frustrating.
  10. 10. Pass the Parcel Project management via email attachments can be frustrating.
  11. 11. Pass the Parcel Project management via email attachments can be frustrating.
  12. 12. Pass the Parcel Project management via email attachments can be frustrating.
  13. 13. Pass the Parcel Project management via email attachments can be frustrating.
  14. 14. Cloud Computing Cloud
  15. 15. New Collaboration Spaces
  16. 16. You have probably already been working in the cloud?
  17. 17. People can work on the same document or in the same space.
  18. 18. Google Docs
  19. 19. Access anywhere
  20. 20. Benefits: • Find out about each other. • Form teams, communities or informal groups. • Work together on the same work objects. • Discuss and comment on their work. • Identify relevant work. • Discover other people with common interests. Gartner, October 2009
  21. 21. Benefits: • Learn from others' expertise. • Facilitating social interaction by helping people to establish and strengthen personal relationships, develop trust and, in the end, reduce friction and accelerate the business processes that people are engaged in. • Accessing relevant knowledge and expertise that can be used to formulate a plan of action when decisions need to be made. Gartner, October 2009
  22. 22. Social media skills Results from the OSKE collaboration survey show that many members were already familiar with some key social media activities. • 75% have commented online • 60% have downloaded a file • 58% have used Skype • 55% initiated a discussion • 26% have embedded a file • 17% have not participated in social media
  23. 23. Survey Highlights When it comes to getting help the majority prefer to first ask a colleague. Users are most likely to adopt new collaboration tools if they are being used in a project team.
  24. 24. 4 Fundamentals What must a community provide to keep its members engaged: • Sense of belonging • Mutual support • Greater Influence • Exploration http://www.feverbee.com/2010/12/the-4-fundamental-things-a-community-provides-its-members.html
  25. 25. Gift Giving Network research has identified trust, reciprocity and social capital as being key components for successful networking [Miettinen 2009]. • Trust comes via authentic voices • Reciprocity comes via participation • Social capital comes via recognition !
  26. 26. Enterprise Social Services There are many social software enterprise solutions; however, there are two fundamental approaches that can be taken: • all-in-one collaboration environment • mixed-service collaboration environment Gartner, October 2009
  27. 27. Service Selection Process • Past experience (+3 years collaborating online) • Benchmarking (Confluence, Elgg, Ning, Basecamp, Microsoft online docs (beta release), etc.) • User collaboration survey
  28. 28. Starting small Social media skills are new to many employees and therefore it is important to start with easy but beneficial tools and collaboration workshops.
  29. 29. OSKE Collaboration Environment Yammer: Google Apps: • improving awareness • announcements • making help requests • generating knowledge • sharing information • collaborative documents
  30. 30. Social Media Toolbox It is more about guidelines and coaching than implementing technology. Campfire Basecamp
  31. 31. OSKE Collaboration Workshops* Preparation 1st Month 2nd Month 3rd Month 4th Month Client Q&A / Online survey Yammer & Google Sites Setup 6 x Community Manager / Admin Workshops “The social media policies introduced by Zipipop 6x User workshops have already improved our communication and collaboration processes. Although many of the participants had no previous experience using social media, Zipipop’s training has enabled them User review workshop to fully engage with the new technologies.” Riikka Pellikka (OSKE, Head of Communications) * Workshop order and months grouped and adjusted to aid understanding
  32. 32. Daily Workflow Social tools have to be truly integrated into the daily workflow. Tools
  33. 33. Without an audience, we are not motivated… http://www.besser20.de/english
  34. 34. Social software makes giving feedback easy : )
  35. 35. Social Credit Recognition as an expert. Community contributions.
  36. 36. High value — Low cost
  37. 37. Why Yammer? If implemented correctly micro-blogging can provide some of the best gains for least cost and effort. “Yammer was the simplest to use and had a stable of applications and even some 3rd party apps. They seem to have the most momentum and the largest user base.” thenextweb.com (Oct, 2009) “90,000 companies and organizations, including over 80% of the Fortune 500 use Yammer.” yammer.com (Dec, 2010) There are many other enterprise micro-blogging services:
  38. 38. Enterprise Micro-blogging Yammer is one of the post popular enterprise micro-blogging services. Enterprise micro-blogging uses conventions developed from consumer social media: most notably Facebook and Twitter. The difference is that enterprise micro-blogging services are closed and invite only.
  39. 39. Facebook pioneered the development of the live “News Feed” stream. This interaction format is now widespread in many services and it is fast becoming a standard part of business software.
  40. 40. News Feed components: • Real-time • Status Messages • Links • Likes • Comments
  41. 41. Micro-blogging Business software has now adapted the News Benefits: Feed and micro-blogging practices to improve • Improving awareness collaboration within and • Requesting help between organizations. • Finding people • Sharing tips and links • Coordinating • Reduces overall email traffic • Makes important email standout
  42. 42. Avoid that spammy feeling Don’t have private conversations inside a large open community!
  43. 43. Yammer Usage: Large Communities EXAMPLE: OSKE Community NEED: Generate better awareness and share information within the community BASIC RULES: Posts should mostly be of interest to the majority of the community and should be kept shortish. THINK: “Notification news stream”
  44. 44. Yammer Usage: Project Groups EXAMPLE: OSKE Admin NEED: Detailed knowledge sharing and generation through more in-depth discussion. BASIC RULES: Initial discussion topic or question is posted and comments are given in reply. All comments should be given as replies to keep them attached to the original topic. THINK: “Micro-forum”
  45. 45. Creating a wider network X Cluster Yammer Community OSKE Admins cluster members Networks are a great way to cluster managers expand a collaboration “community” “community” community. network network OSKE.net admins only “parent” OSKE Community X Cluster network Network cluster members Zipipop used Yammer open “community” Community Networks to all OSKE users create a linked network of network 13 OSKE competence “community” network X Cluster clusters consisting of 22 cluster members different organizations – which could use their own work emails to get access. (“community” network)
  46. 46. Community Networks • Members of the “parent” network are able to create new Community networks. • Create new community • Manage community membership • See all communities
  47. 47. Design Customization If people are following multiple networks it is a good idea to modify the designs to help people be aware of which network they are looking at.
  48. 48. Admin Power • Community settings • Remove users • Invitation settings • Only admin can invite • All members can invite
  49. 49. Yammer Networks Notifications Always use the same email with your Yammer accounts to keep them tied together in one space
  50. 50. Community Managers Only Sometimes Community Managers of shared inter-organizational Yammer communities will have two email accounts linked with Yammer: domain email For accessing “parent” network for admin and creating new communities. normal work email For uniting many Yammer networks into one space.
  51. 51. Works with millions of people
  52. 52. Rules (often) Reversed Micro-blogging usage (particularly in smaller groups) : 90% contribute 9% comment 1% consumes
  53. 53. Googles Sites • simple wiki spaces • ease-of-use • comprehensive sharing options
  54. 54. Focused Sites Information is focused by creating Google Sites that are set up for each cluster. All members can access the main A cluster sites, however, closed project sites can also be created.
  55. 55. hub.oske.net A place to share news and knowledge A central site that links all parts with the whole community. of the collaboration environment.
  56. 56. Linked Sites Each Cluster has a site for their own collaboration needs. Sites can also easily be created for more specific purposes, e.g. projects
  57. 57. Googles Sites Templates One of the most powerful features in Google Sites is the ability to create Site templates, so that similar sites can be easily replicated. Zipipop designed the Cluster template for the OSKE Collaboration Environment
  58. 58. Empowering Users Employees can add the content directly. Big benefits in knowledge generation and participation. Structure and content can be easily post-moderated by Community Managers.
  59. 59. Collaborative Calendars Anyone in the community can be given access to see and even create events. The calendars can even be integrated into web spaces, such as Google Sites.
  60. 60. File Sharing Zipipop recommends that core off-line documents can be shared through the use of the Google Site intranets. It offers a straight forward way to upload files and see the version number. It is important to create a folder structure.
  61. 61. Sharing via Groups Use the Groups for sharing Sites, Calendars and Documents. The Group names appear automatically as you type so that you don’t need to remember the exact name.
  62. 62. Group structure is essential for easy sharing
  63. 63. Email forwarding Because this is a shared space it is highly recommended you pay for the Google Business accounts (50 USD per person per year) so that, amongst other benefits, you can can use the automated email forwarding facility. In the Google Apps control panel (dashboard) you can add the user’s everyday work email so that they will receive notifications being sent out by the system.
  64. 64. Document control When some one leaves your collaboration space it is important that you transfer ownership of their remaining documents, so that the shared users will continue to have access. You can use tools like SherpaTools to do this and help make user control easier. You can transfer the documents to permanent “fake” user account (say doc.ownership) that will remain in the system forever to ensure access to left documents.
  65. 65. Analytics Tracking Zipipop is tracking usage data to help improve the environment.
  66. 66. Multiple Sharing Options Make a Site or Document public. Use a unique link to share with people who don’t have Google Accounts. Or instantly sharing with everyone in the organization.
  67. 67. Google Docs Collaborative documents are an efficient way to create document drafts with colleagues without having to send many alternative versions via email; and the final layout can be completed in desktop office applications. Google Docs are far from perfect but their benefits can be great. export Create text collaboratively in a Google Doc Polish in Word or Open Office
  68. 68. Collaborative documents popular in OSKE
  69. 69. Collaborative data collecting
  70. 70. Data collection and decision-making The OSKE Secretariat have been using simple Google Forms to collect data from the members.
  71. 71. Automated survey analysis
  72. 72. Continuous data collecting
  73. 73. What is a Community Manager? A Community Manager guides communities towards smooth and effective collaboration. http://www.fillmoregazette.com/arts-entertainment/ventura-college-symphony-orchestra-%E2%80%9Cwinner%E2%80%99s-circle%E2%80%9D-concert-october-25
  74. 74. Partners Community Managers live rules here guidance support OSKE Clusters
  75. 75. Key Roles of the Community Manager • Evangelist — motivates users to participate • Guide (Chair)— sets the usage guidelines and guides participation • Moderator — makes sure users follow guidelines • Councilor — listens to users’ concerns • Mobilizer — initiates and schedules content creation • Content Manager — organizes content to be useful and
  76. 76. Riikka Pellikka - OSKE Community Manager Riikka is Head of Communications for the OSKE programme and she currently overseeing the setting up of the new collaboration environment. She is the main Community Manager and actively supporting and developing the community everyday. However, each Cluster has their own Community Manager. Community Manager training helps improve user engagement.
  77. 77. Community Rules • Setting the right usage rules for collaboration tools is crucial • New users learn the rules through observing how the community is already using the space. http://www.flickr.com/photos/center_for_jewish_history/4352152712/sizes/o/ The usage rules are set by the initial “champion users”.
  78. 78. Setting up Online Communities • Daily workflow • Political buy-in (senior management must dive in) • Initial “champions” set the usage rules • Constant support http://www.sxc.hu/photo/624694
  79. 79. Sharing Influence is moving towards those who actively add value to their communities. “You will gain more by sharing than you will by hoarding.” Garry Hamel (BBC, 16 May 2010) http://www.bbc.co.uk/programmes/p007g9yr http://www.flickr.com/photos/isafmedia/4077756856/
  80. 80. In a social network environment the more sweets you give out the more sweets you will get back; and your reputation will be enhanced. In everyday work your ability to make things move forward will be more respected than your knowledge — since most knowledge is fast becoming freely available.
  81. 81. We Being open and transparent is not about giving away secrets, it’s about being genuine, telling the truth and gaining the respect and commitment of all stakeholders. I respect and love you!
  82. 82. Social Media Guidelines Educate users on basic participation guidelines: • representing self • seeking permissions • avoiding offence • giving credit • asking questions • use a smiley when you mean it : ) lamunecadelasonrrisaalegre.blogspot.com
  83. 83. Social Support Zipipop has developed a form-based ticketing system for handling accounts and group membership approval. In addition to email ticketing, we have linked our Yammer support network into the same ticketing system — since it is more efficient if people share their problems openly. Our aim, however, is to help the community become self-supporting.
  84. 84. Thanks! Richard von Kaufmann Concepting Director, Co-founder +358 45 11 222 73 richard@zipipop.com

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