How to gain business value from    social media & collaboration tools    ripple!ectgroup.comImage credit: Lars Plougmann C...
‣ Listen ‣ Plan   ‣   Do
How manycompaniesare stillstuck in a1994paradigm?  Image source: Jakob Nielsen and Darrel Sano
Image credit: Dave Gray CC BY-ND
knowledge Benchmark bene"tsSource: McKinsey
Key Concepts: Workplace Social Network
Key Concepts: Observable Work
Key Concepts: Insights and Analysis
Case Study: Collaboration                            Knowledge sharing community                            Objective: Soc...
Case Study: User Engagement                              Enterprise microblogging project                              Obj...
Case Study: Social Learning                              Executive Coaching program                              Objective...
Case Study: Social Customer Service                                Integrated social media presence                       ...
Enterprise Social Software                                      Search                      External                      ...
Two Measurement ChallengesCoases Floor (Clay Shirky)                  Network effect benefitsProjects and activities that a...
How our user-centred approach drives results 1 DISCOVER                             2 DESIGN                             3...
Some of the technologies we like to work with                         Drupal Commons                         IBM Connectio...
ripple!ectgroup.com‣ Social Strategy                                       Ask me about:‣ Customer Engagement             ...
Upcoming SlideShare
Loading in …5
×

How to gain business value from social media & collaboration tools

1,113 views

Published on

Presented at Connected Enterprise 2012, in Melbourne (21-22nd November, 2012). Some parts of this presentation are licensed under CC as indicated.

Published in: Business
1 Comment
2 Likes
Statistics
Notes
No Downloads
Views
Total views
1,113
On SlideShare
0
From Embeds
0
Number of Embeds
42
Actions
Shares
0
Downloads
0
Comments
1
Likes
2
Embeds 0
No embeds

No notes for slide

How to gain business value from social media & collaboration tools

  1. 1. How to gain business value from social media & collaboration tools ripple!ectgroup.comImage credit: Lars Plougmann CC BY-SA Connected Enterprise 2012 22nd November, 2012
  2. 2. ‣ Listen ‣ Plan ‣ Do
  3. 3. How manycompaniesare stillstuck in a1994paradigm? Image source: Jakob Nielsen and Darrel Sano
  4. 4. Image credit: Dave Gray CC BY-ND
  5. 5. knowledge Benchmark bene"tsSource: McKinsey
  6. 6. Key Concepts: Workplace Social Network
  7. 7. Key Concepts: Observable Work
  8. 8. Key Concepts: Insights and Analysis
  9. 9. Case Study: Collaboration Knowledge sharing community Objective: Social Extranet • “Out of the box” implementation, with custom theme • Deployed externally on a secure, enterprise-grade hosting facility Target Audience • Internal staff, contractors, the media & a global research community Results • Rollout approach that combined change management, training, and co-design activities • By hosting externally, this allowed staff and contractors to access the intranet from anywhere
  10. 10. Case Study: User Engagement Enterprise microblogging project Objective: UCD research • Develop vendor agnostic use cases and an appropriate adoption strategy to support the business case • Identify practical use cases outside the normal office environment Target Audience • Field staff, in an industrial setting EXAMPLE USER JOURNEY ONLY Results • Successfully road tested with representatives from across the organisation • Additional ideas and use cases captured through this engagement
  11. 11. Case Study: Social Learning Executive Coaching program Objective: Social Learning • Extend participant engagement at pre- and post-work stages of training programs • Create a sense of community to reinforce learning Target Audience • 2,500+ participants Results • 95% course completion rates • 80% continue program • Deeper levels of learning
  12. 12. Case Study: Social Customer Service Integrated social media presence Objective: Make operational • Enable their social customer service to scale in response to increased demand • Align social media channel with traditional customer service goals • Utilise internal knowledge & expertise, to support customer service Target Audience • Customers and internal marketing, EXAMPLES ONLY public relations and customer service teams Results • Designed internal workflows and governance policy • Development of a technology roadmap for future state social business system
  13. 13. Enterprise Social Software Search External Rich user content profiles Personal Recognition & filters & SharePoint rewards subscriptions & Intranet Rich media integration Activity Recommend- content streams ations support Content management Line of Community business app Workflow integration Employees analytics Cross-platform Backend Social media Task & project & device management analytics support User Groups & Public social management permissions networks Unified comms External users or Business Service desk Customers integration networks Partners Social CRM James Dellow, Ripple Effect Group August 2012
  14. 14. Two Measurement ChallengesCoases Floor (Clay Shirky) Network effect benefitsProjects and activities that aren’t “I look across our business and get theperceived to be worth their organisational strong impression that some of our teamscosts - what can’t be measured, can’t be just don’t seem to get much traction whilemanaged. others seem to be in high demand. What’s going on?”
  15. 15. How our user-centred approach drives results 1 DISCOVER 2 DESIGN 3 DO Ripple Effect Asia Pacific We then design the strategy Together we execute the collaborates with clients using and tactics to program by implementing design thinking techniques to achieve the desired future and measuring articulate their vision, goals and state. This includes functional the designed solutions. story. Activities include personas specs for strategies & tools, a creation, mapping current & working prototype, testing & future states, execution roadmap refining, and a clear launch & gap analysis, and prioritising plan. elements & efforts.
  16. 16. Some of the technologies we like to work with Drupal Commons IBM Connections Jive Software TIBCO
  17. 17. ripple!ectgroup.com‣ Social Strategy Ask me about:‣ Customer Engagement ‣ Workshops‣ Workforce Collaboration ‣ Head Start packages‣ Social Intelligence ‣ Visual communication‣ Visual Thinking 0414 233711 james.dellow@ripple!ectgroup.com @chieftech

×