This document provides an overview of the American Hospital Association's (AHA) implementation of an enterprise social collaboration and innovation platform. It discusses AHA's needs to improve communication, collaboration, and knowledge sharing. It outlines AHA's 15-step strategy to select and implement a solution, including defining requirements, evaluating vendors, and developing adoption strategies. It then demonstrates the collaboration platform's features and business benefits. Finally, it provides examples of how different parts of AHA have used the platform to improve processes, foster innovation, and drive business initiatives.

1. Enterprise Social Collaboration & Innovation
Strategy & Implementation
June 23rd 2011
Presented By
Karthik Chakkarapani
IT Director, Technology Solutions & Operations
American Hospital Association
www.aha.org

2. Agenda
 About AHA
 The Challenge
 Strategy &Approach
 Requirements & Selection Process
 Demo
 Architecture
 Features & Business Value
 Results – Business Use Cases
 Adoption Strategies

3. About AHA
American Hospital Association (AHA) is the National Organization that represents and serves all
types of hospitals, health care networks, and their patients and communities
 Represents 5,000 hospitals, health care systems, networks & providers of care
 Represents 12 personal membership groups that comprises 40K+ members.
 Ensures members' perspectives and needs are heard & addressed in national health policy development, legislative
and regulatory debates, and judicial matters.
 Is the voice of members in Washington, earning respect and attention from political, opinion leaders and the media.
 Focus on federal relations, policy, and communications has resulted in a strong record of changing the thinking of
Congress and the executive branch.
 Brings value in the form of service and leadership to the hospital field to promote a higher performing health
care delivery system.
 Provides hospital leadership, professional development, performance improvement & excellence.

4. 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

5. Who We Are? What We Do?
Advocacy & Member Relations Hospital Operations (AHA Solutions)
Policy leadership, federal relations, Advancing the adoption of excellent
communications & resource Center practices/solutions
Information & Media (Health Community Health (ACHI)
Forum) Strengthening community health &
Helping leaders to advance delivery of community benefit
hospital strategy and performance
R&D (HRET/HPOE)
Hospital Professionals (PMGs) Transforming health care through
Advancing professional research, education and
development and capacity dissemination
Core Organizational
Functions & Services Physician Leadership Initiative (PLI)
Trustees/Boards (CHG) Optimizing operational
Developing excellence & Advancing excellence in patient care
effectiveness & efficiency
accountability in governance
Information Technology
Finance, HR, Admin Diversity in Leadership (IFD)
Nursing Leadership (AONE) Legal, Meetings, Travel Expanding health care leadership
Shaping health care delivery opportunities for ethnically,
through innovative nursing culturally, and racially diverse
leadership individuals
5

6. Business Needs & Challenges
 Improve & Increase Communication & Collaboration across the Organization
 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
 Foster Innovation & Creativity across the organization to attain Performance Excellence & Process
Improvements
 Break-down Silos across business units and Tap collective intelligence to solve challenges
 Facilitate Learning and Capture Knowledge on best practices, standards and methodologies
 Discover People, Skills, Expertise and relevant Information quickly & easily
 Manage & Collaborate on Projects & Initiatives effectively & efficiently
 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

7. Social Enterprise Success Factors
To become a true Social Enterprise,
 Understand Social Media and make use of Social Networks such as Facebook & Twitter.
 Create Enterprise Collaboration platforms for employees to collaborate & communicate.
 Create Social Networks for Customers/Partners to understand their requirements better.
 Develop and integrate Social Networks & Enterprise Collaboration platform with Enterprise Applications.
 Monitor activities, conversations to drive Business Strategy, Decisions & Development.

8. Social Media Overview & Market
Social Media Revolution & Facts - 2011
Mission Control
Future = Mobile + Social

9. Strategy & Approach – 15 Key Steps
1. Assessment – Understand the Current 8. Develop an Adoption Strategy & Plan
Environment/Readiness 9. Develop Communication, Marketing,
2. Develop a compelling Strategy Change management & Training plans
3. Develop a strong Business Case 10. Implement Solution & Adoption Strategies
4. Develop a Road map/Implementation Plan 11. Do Communication & Marketing
5. Form a Steering Committee (Advisory 12. Conduct Training & Road shows
council or Governance Committee) 13. Listen, Monitor and Analyze Usage
6. Define Requirements & Design 14. Do Continuous Improvements and Changes
7. Evaluate Vendors & Select the right 15. Partner & Collaborate with the Vendor
Platform/Solution
Click here to see more details on the above strategies

10. Requirements & Selection Process
Solution Requirements Vendor Requirements
 Has *SLATES capabilities  SaaS based application
 Creates a sharing culture  Public & Hybrid Cloud based model
 Fosters creativity & innovation  Open Architecture – ability to connect and
integrate seamlessly with other websites,
 Absolute confidence in the adoption rate applications, network security and 3rd party
widgets (iGoogle)
 Fits the way people work
 Market leader & pioneer with good product
 Aggregates information from many strategy, roadmap & innovation
sources
 Ease of implementation & use, robust UI, less
 Low Total Cost of Ownership training and support
 One Single Sign-On  Ease of product support and maintenance
 Less IT support & maintenance  High performance and ability to scale
Click here to see SaaS Vendor Selection Framework & Checklist
* SLATES - Search, Links, Authoring, Tags, Extensions & Signals

11. Common Risks & Challenges
Employees will adopt and use the platform more if they can “do” & “get” the work done
more efficiently and effectively.
Employees will not find the Enterprise Collaboration Platform useful – “IF”
• It is just one more place to find information
• Not required to get any work done
• Requires one more login/password
• Not all the employees are on the platform
• Cannot discover people/skills due to lack of profile completeness
• Cannot find important information
• Has more “white noise” rather than useful information
• Lack of participation
• Not used for organization wide communication & updates
• Lack of communication on the purpose of the platform.

12. Adoption Strategies – 10 Key Steps
1. Provide Single Sign-On to Enterprise Collaboration Platform
2. Provide Seamless Single Sign-On to key Enterprise Applications – “In the Flow”
3. Provide Easy Access to the Enterprise Collaboration Platform – Any location, Any Device, Any time
(Securely)
4. Make the platform as a “One Stop” Hub for Information – “The Intranet”
5. Provide seamless Integration to key Enterprise Applications – “In the Flow”
6. Provide seamless Integration to Document & Digital Media Management – “In the Flow”
7. Implement Strategy Alignment Framework – “In the Flow”
8. Implement Project Management & Collaboration Framework - “In the Flow”
9. Implement Corporate Services Information Framework - “In the Flow”
10. Implement Innovation & Idea Center Framework - “In the Flow”
Click here to see more details on the above strategies

13. Adoption Strategies
Source: Enterprise 2.0, Andrew McAfee

14. Solution
Enterprise Collaboration Platform
Socialtext, Box.Net, Delve Networks, Symplified
Effective Communication + Collaboration +
Interaction + Sharing Knowledge & Ideas
Leads to
Process Improvement, Process Excellence, Break Down Silos, Creativity &
Innovation across the Organization

15. Industry Award & Recognition
AHA was named the “2011 Laureate for The Computerworld
Honors Program” under the “Collaboration” category
2011 Honors Programs Laureates
The Computerworld Honors Program is recognized by the news media as an
award promoting positive social, economic and educational change through the
use of IT

16. Collaboration Architecture

17. Security Architecture
Click here to see the process flow details

18. Demo
Click here to see the demo video

19. Collaboration Platform – Features & Business Value
Features Business Value
 Social Networking  Discover colleagues and follow people who will be helpful to you
 Microblogging  Accelerate and improve communication and collaboration among the people
 Collaborative Groups and teams you work with
 Distributed Spreadsheets  Share ideas and solutions
 Dashboard  Harness innovation and creativity
 Wiki Workspaces  Create a hub of information, ideas and expertise on important topics
 Collaborative Blogs  Get a rich picture of the people behind the work
 Desktop Application  Bridge across silos and start conversations with ease
 Mobile Application  Effectively tap the collective intelligence of co-workers
 Application Connect  Share quick updates with your team in a targeted way
 Single Sign-On  Manage and collaborate on projects and initiatives
 Intranet  Single Sign-On to Enterprise Applications, IT Self-Service
 Self-Service  Run queries against Enterprise Applications systems/data and collaborate on the
results

20. Benefits & Process Improvements
Next & New Generation Social Intranet, Collaboration platform & Information Hub
 Improved Communication, Collaboration & Interaction between Management & Employees
 Achieved Effective & Efficient way for Strategy Alignment & Business Unit Initiatives
 Provided Group Editing, Authoring, Broadcast, Collective Intelligence & Self-Organization
 Provided quick & easy access to AHA’s knowledge base, resources, information, updates & events
 Achieved Effective & Efficient way for Project Management, Collaboration & Communication
 Increased Awareness of Strategy, Services, Support, Projects & Initiatives
Reduced Email Communication on Projects, News & Updates & Alerts
 Fostered Innovation & Creativity across the organization and generated a lot of ideas/solutions

21. Nursing Leadership - Collaboration
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
Benefits & Business Value
 Found relevant information faster and easier
 Got additional resources & articles
 Discovered people & expertise quickly
 Formed a new group for collaboration
 Information is now available & searchable
 Task force is on “Schedule”

22. Strategy Alignment & Initiatives
Benefits
Efficient Strategy Alignment to Projects
 Dynamic & Automatic Strategic Mapping
 Improved Communication, Collaboration &
Interaction among Management & Employees
 Efficient Project Management Collaboration
 Increased Employee awareness of Strategies & Goals
 Find relevant information faster and easier
 Share ideas, comments & solutions faster & easily
 Fosters innovation & creativity to problems
 Drive towards Organized Communication
 Eliminate Email Communication

23. IT Service Management & Support
Benefits & Business Value
 Direct communication between CIO, IT Teams,
Business Units & Employees
 Improved Communication & Collaboration
 Increased Employee awareness of IT Services &
Support available (Service Catalog – ITIL V3)
 Seamless Access & SSO to SaaS Applications
 Seamless integration to Box.Net & Delve (Video)
 Find IT relevant Information & Updates faster
 IT Self-Service, FAQs, Self-help Resources
 Improved Customer Service & Satisfaction
 Drive towards Organized Communication
 Eliminated Email Communication

24. Collaboration - Business Value Example
Idea to Concept to an Enterprise Initiative - Mobile Applications for Conferences
Business Benefits and Value
Generated new revenue opportunities
Enhanced conference experience for attendees
Provided fast and easy access of event and program information
Provided quick and easy access to resources
 Provided attendees with real-time updates and news
 Kept attendees connected and engaged via messages
 Provided easy, intuitive and interactive maps
 Provided more visibility for exhibitors, sponsors and speakers
 Provided social media integration – Facebook, Twitter, LinkedIn
“Go Green”

25. Collaboration - Business Value Example
Idea to Concept to an Business Unit Initiative - Mobile & Digital Magazines
Business Benefits and Value
 User intuitive and ease of use
 Access information – any time, any device
 Information on “the Go” , “in Pocket”
Robust search (including back issues)
Download for offline reading and print
Share information with others via email and social media
Interactive audio and video – webinars, interviews
 In-depth analytics & insights of user readership
“Go-Green”

26. Adoption Strategies
Strong Commitment From Senior Management On a Continuous Basis
 Identify Communication, Collaboration Challenges and Pain-points – Impact?
 Identify & define lead Business Use Cases – Need, Value, Metrics etc
 Identify and recruit energetic “Champions” & “Believers”
 Do Road-shows, Hands-On Training, 101 sessions on Social Intranet (Facebook? Twitter? Blog? Social Media?)
 Publish News & Updates, Success stories and Use cases - “Go to” site
 Review Analytics and do Continuous Improvements & Minor Enhancements at regular intervals
 Listen…..Survey…..Measure…..Monitor…..Analyze……Implement…..Continue this Cycle
 Don’t Give Up!!!! Keep the Momentum !!!

27. Enterprise Collaboration - Closing “Thoughts”
Share a “Knowledge” Cake & Get 2 better “Knowledge” Cakes + a few Chocolates in return
1990 Rule – 1 person creates an article, 9 people edit/update, 90 people view it
(Wikipedia Framework)

28. Resources

29. Contact Info
Thank You
Karthik Chakkarapani
IT Director, Technology Solutions & Operations
kchakkarapani@aha.org chakraj@yahoo.com
LinkedIn: http://www.linkedin.com/in/chakraj
Blog: http://karthikchakkarapani.wordpress.com
Twitter: @kchakkarapani