The document discusses learning in a social setting. It notes that by 2016, 50% of large organizations will have internal social networks similar to Facebook that 30% will consider as essential as email and phones. It also notes that in 2017, most new user-facing apps will combine social, mobile, and game elements. The document then provides statistics about the size and scope of operations of a large Canadian retailer before examining the different types of value that can be realized from participation in a social network, such as immediate or applied value. It concludes by summarizing lessons learned around community management, change management, and the need to rethink businesses as organizations become more networked.

1. Learning in a social setting
Robin Yap, JD, PhD
Managing Director

3. Studies show..
• Gartner Says 80 Percent of Social Business Efforts Will Not
Achieve Intended Benefits Through 2015.
• By 2016, 50 percent of large organizations will have
internal Facebook-like social networks, and that 30 percent
of these will be considered as essential as email and
telephones are today.
• In 2017, the majority of all new user-facing applications
will exhibit gamified-social-mobile fusion.

4. 2
3
0
0
+
~1,800 651
3B
~192,000

5. 1 billion customer transactions per year
2,300+ stores
~1,800 pharmacies
65 million square feet
$43 billion in revenue
$3 billion adjusted EBITDA
~192,000 full and part-time employees
http://www.loblaw.ca/english/media-centre/quick-facts/default.aspx

8. Immediate
Value
What
happened
and what
was my
initial
reaction?
Potential
Value
What has all
this activity
produced?
Applied
Value
What
difference
has
participation
done to my
job?
Realized
Value
What
difference
has
participation
done to my
performance?
Reframing
Value
How did my
participation in a
social network
changed my or
other
stakeholder’s
understanding of
the value that
has been created
for the
organization?

9. 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Immediate Potential Realized Applied Reframed
2015
2014
2013
2012

13. “I recently received feedback on the new Store Management
Program that launched a year ago.”
“I’m wondering if its possible to count transactions that contain 2
unique UPCs, for example all transactions that contain at least a
bottle of water and a bag of chips….”
“I wonder why our network is seems slower than it used to be”
“Is there aT code in SAP that allows get store cost (billed, not DC) of
several items at a time? i use to go to vkp8 but it just allows me to
see store cost 1 item by 1 item.”

14. What we’ve learned so far…
• Community management is more crucial than ever for delivering success with
enterprise social networks.
• Consistency is important. Continuity is key.
• The companies that had the clearest objectives, especially KPIs, had more
tangible outcomes.
• The need for education and mentoring from top to bottom is one of the most
common inflection points.
• As organizations become networks, they are looking at what's next: Rethinking
their business.
• Change management for social business requires passion matched with
sustained effort to work through the many details, both technical and
organizational.

15. @robinyap