Using Social Technology to drive Collaboration and Productivity
ObjectiveLeveraging technology to create a social layer that spans an entire organization, pulling together relevant people, content and systems of record to increase collaboration and productivity.
1. Lack of Social Culture 1. Your department needs to start with a fundamentally communicative culture, one where open sharing and collaboration is encouraged. 2. Examine corporate culture first and create a more receptive environment for internal social tools.
2. Lack of Public Participation 1. Getting people to use new technology is often a tough sell, and requires perseverance. 2. The flip side of this is that you may see more immediate adoption from team members who are already social media enthusiasts. 3. Identify team members who use social tools to communicate outside of work and enlist them first.
3. Lack of Training 1. Without proper training, those who aren’t as familiar with social networking may feel left out or even overwhelmed. 2. First re-examine how your team works, how they communicate and how to appropriately use the new social tools to enhance work and communications. 3. Provide written guidelines and training across the board, regardless of social media skills, to ensure everyone knows what is expected of them.
4. Lack of Executive Support 1. Executives often want to dive into social media, but without getting everyone on board. 2. On other hand, executives are often too focused on ROI, and are hesitant to try new tools. 3. Right metrics have to be used to measure effectiveness of new tools and procedures.
5. Lack of Willingness 1. Make sure the parameters you set up for internal use of social media tools are based on encouraging professional exchanges, expanding internal knowledge bases, increasing collaboration, and helping to improve communications. 2. Be respectful of individuals who may not want to be so personal in a professional setting.
1. People within a department are spending too much time trying to communicate changes and updates.2. People within a department are not as informed as they need to be.3. Created content is not used.4. KPIs are not performing as they could be, as people are unable to keep pace with changes, and are bogged down by e-mail.
5. It is hard to locate needed expertise.6. Opportunities are missed because people lack awareness of whats going on around them.7. It takes a long time to onboard new employees because of "tribal knowledge.”8. Employees have little means to get to know anyone who is outside of their department or physical space.
2. Social Media Team 1. Build a cross-functional, cross-departmental team responsible for establishing a social media strategy. 2. Offering team training and guidance to help create a manageable and measurable strategy.
3. Establishing a Strategy 1. Based on the needs assessment, identify areas of improvement. 2. Create a roadmap to increase internal communication and collaboration. 3. Establish proper metrics to measure effectiveness and productivity.
4. Selection of Tools 1. Based on what needs to be accomplished, identify the proper mix of tools. 2. Run a pilot project to ensure that these are the right tools.
5. Team Training 1. Offer ongoing support and training to help employees get acquainted with new technology. 2. Use employee feedback to refine your strategy. 3. Get support from the executives.
LAUNCH1. Launch a pilot project.2. Measure your results.3. Offer ongoing support and guidance.4. Share your findings.5. Refine your approach.
1. KPIs that are effected by formal processes across multiple departments are improved.2. People involved in cross-department projects are more efficient; they have more time for thoughtful, value-added work vs. spending time trying to coordinate with each other.3. Work output is more timely; problems are addressed as they occur.4. Content is accessible and reused.
5. People across the organization can easily locate expertise needed to inform their projects and decisions.6. People across departments can recognize and take advantage of opportunities, quickly and on their own initiative.7. New employees are onboarded quickly.8. Employees know each other and have a stronger commitment to their co-workers.
Challenge: Supply chain company who’s employees in North America, Europe and Asia need to have access to information about complex processes.Solution: “The Grid”, social intranet where employees share and update best practices, technical product knowledge and key sales & marketing materials.Benefits: GT Nexus serves customers more efficiently, responds to change faster, and captures valuable institutional knowledge.
Challenge: Accountants are constantly asked the same questions, but their answers are not shared internally and are not being reused.Solution: Multi-user blog dedicated to sharing answers to the FAQ.Benefits: Streamline the process of answering client questions, shortening the response time and ability to constantly perfect answers.
Challenge: Manage customer service section of the website, timely respond to questions, and establish a sense of community.Solution: Build a private WIKI allowing users to answer questions, post valuable content, and connect with each other.Benefits: 46% of questions are answered by other users, rather than by members of NI’s staff. Each of those calls would likely cost at least $10 if NI had to answer them themselves.