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Gilbane 2013 - The Wiki Way to Quality, Change and Risk Management as a Path to Enterprise Social Software Adoption


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This presentation was delivered by Jordan Frank in Track E2. Driving Self-Service and Support through Social Collaboration at the Gilbane Conference 2013 - Content and the Digital Experience.

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Gilbane 2013 - The Wiki Way to Quality, Change and Risk Management as a Path to Enterprise Social Software Adoption

  1. 1. The Wiki Way Towards Quality, Change and Risk Management as a Path to Enterprise Social Software Adoption! ! Gilbane Content Management Conference - Tuesday December 5th, 2013
 Session: Driving Self-Service and Support Through Social Collaboration ! Track: Collaboration and Employee Engagement Jordan Frank! VP Sales and BD! & Chief Emergineering Officer!! @jordanfrank
  2. 2. What Makes the Social Web Work Critical Content
 cornerstone knowledge and media is documented! Critical Mass Communication
 someone is writing something all the time, more are reading! The Fundamentals of the Web! Links, Tags, Search! ! 2
  3. 3. Social Media Relies on “Traditional” Media Even amid considerable competition from blogs and online startups, newspaper web sites reach about 75M readers a month… that undercounts the impact of newspaper reporting, which is packaged by online aggregators, repotted on Twitter and discussed on blogs. Old media companies published 99% of the stories linked to on blogs… BBC, CNN the New York Times and the Washington Post — accounted for 80% of those links. Source: - Chapter 4 Page 111 Reference: New Media, Old Media: How Blogs and Social Media Agendas Relate and Differ from Traditional Press (Pew Research Center Publications, May 23, 2010
  4. 4. “Traditional” Media Sparks a Flood of Activity Mother Jones published clips of the speech yesterday and followed up with the full, uncut video of Romney’s remarks today. Almost immediately, both Twitter and Facebook were flooded with comments about Romney’s speech. Source:
  5. 5. Social Software for the Enterprise? E2.0 is not W2.0 There’s an E for a reason! Drivers are different, work process is different, incentives are different.! Achieving adoption is a challenge, but…! 5
  6. 6. But there is a wiki way… Critical Documentation
 Standard Operating Procedures, Quality Manual, Social Profiles, Training Doc, Other Knowledge! Critical Record / Exception Management
 Corrective Actions, Preventive Actions, Risks, Improvements! Critical Conversation
 Driving those exceptions and ideas to completion! Establish a base for Enterprise Social Media
 Enterprise “media” establishes a base for enterprise social media, just like traditional media and wikipedia does for the web 6
  7. 7. Athens Group - ISO Certification Quality Manual and Process Documentation Athens Group provides independent, third-party technology assurance services for high-specification Oil & Gas drilling and production systems. Edit history and Draft / Publish Moderation makes auditors smile Source - Athens Group - Traction TeamPage for Quality Management Training and Knowledge Base 7
  8. 8. Athens Group - ISO Certification Training Material is also incorporated, with pointers to process doc! Helps bring new consultants up to speed 8
  9. 9. Decagon Devices - ISO Certification Decagon Devices designs, manufactures and markets scientific instruments used to measure water, light and heat in the soilplant-atmosphere continuum. Socially driven intranet drives activity, supports ISO 9001 certification Source - Decagon Devices: Plans, Products, Projects, and ISO 9001 Quality Management 9
  10. 10. Decagon Devices - SOPs Dashboard for Standard Operating Procedures organizes documentation by Department! 10
  11. 11. Decagon Devices - CAPAs Corrective / Preventive Action Dashboard organizes CAPAs by category and through a review process! 11
  12. 12. CAPA Tracking in Manufacturing CAPA Form accepts documentation and data that a firm has to track! CAPA Page allows comments and shows edit history! 12
  13. 13. CAPA Tracking in Manufacturing Sortable Table renders CAPA entries in a sortable table, click to read more or comment!
  14. 14. Risk Tracking in BioTech For Failure Mode and Effect Analysis (FMEA) in Product Development Process! Source - Pharma and BioTech Risk Management 14
  15. 15. Adoption of Enterprise Social Tools Putting Social Tools into Grain of Work
 putting documentation and tracking into the critical path of social tools makes tools the focus rather than a distraction! Takes Culture off the Table
 the use of social tools becomes functionally required, culturally ingrained! And Drives Creativity.
 critical path examples teach web publishing as the new paper, encouraging new uses to handle knowledge like never before.! 15
  16. 16. Jordan Frank VP Sales and BD Chief Emergineering Officer 401-528-1145 Any Questions? Start your TeamPage Trial on the cloud or download free 5 user version