This document discusses the implementation of an enterprise social collaboration project at a large bank. It cost $667 million and replaced an outdated intranet. The project aims to integrate social collaboration across multiple tools like Jive, SharePoint and Microsoft Office. It discusses the risks of information security, data privacy, governance and compliance. It provides strategies for managing risks through a pragmatic approach and balancing control with realizing benefits. Graphics show comparisons of collaboration tool risks and how to meet regulatory needs through records management and reporting workflows.

1. SHARON O’DEA
@sharonodea
Independent consultant
Please collaborate
responsibly!

2. There’s a lack of clear guidance about enterprise collaboration
from regulators, which leads to nervousness.
Take a pragmatic approach to risk, ensuring that you effectively
balance the need for control against the need to realise the
project’s benefits.
Main Message

3. Banking

4. $667,000,000

6. • Enterprise social collaboration
• Based on Jive
• Integrated with Sharepoint, MS Office, Lync/OCS
• 100 targeted use cases
• Replaced old Sharepoint 2007 intranet
The project

7. What are the
risks?

8. Information security
Data privacy and control
Governance
Compliance and monitoring
User behaviour and values
What are the risks?
Failure to realise
project benefits

9. Risk strategy
Managed risk
High risk High risk
Anarchy Repression
High cost of failure High cost of implementation
sweet spot

10. Overcoming
stakeholder concerns

11. Pre-mortem

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13. A comparison
Image credit: Manny Wilson bit.ly/1nd0BHA

14. Comparative risk
Email
Lync/OCS SharePoint
Teamspace ESN
Compliancerisk
 Little proactive control
over what is sent where
and to whom
 Multiple versions of
content stored
 Archives are often
inaccessible (hard drive)
 Informality and perceived
lack of transparency leads
to potential risk
 Monitored to identify
issues
 Decisions or
conversations can’t be
revisited
 Poor user experience
reduces risk as not used
extensively/proactively
 Content is often out of
date
 Monitored to identify
issues
 Not mobile friendly
 Single place where
content is held centrally
 The transparency and
community awareness
drives content quality
 Supports the Bank’s
monitoring processes
 Mobile app for corporate
devices

15. Meeting regulatory and compliance needs
I
n
d
e
x
Autonomy
Search
Records
Management
Module
Activity: Posts, comments,
likes, shares, etc...
Activity records sent
to Enterprise Vault
records archive
Records Archive
queried according to
Bank standards
Data is stored on the Bank’s
systems. Configured to meet data
privacy requirements
Records Retention and Monitoring
enabled through Records Management
module

16. Public
• Anyone can
view
• Anyone can
contribute
Members only
• Anyone can
view
• Only
approved
members
can
contribute
Private
• Only
members
can view
• Members
can
contribute
Secret
• Only
members
can view and
contribute
• Doesn’t
show up in
search
Data privacy and control

17. Accountability forces good behaviour

18. Reporting workflow
User reports post
Shows in
moderation queue
Restore Delete
Contact individual Contact manager

19. “I am sorry to hear of this tragedy. My
thoughts are with those affected at this
time. I wish those who have been injured
a fast recovery. May God bless the
miserable child.”
Example

20. Communicating on
responsible use

21. Compliance theatre

22. Compliance comms
What
compliance
want to tell
people
What people
actually want
to know

23. Real information for real people
Our rules:
 Be respectful - make sure you're not doing or saying anything that could be seen as offensive,
threatening or inappropriate
 Be professional - act as you want to be seen in any business environment and how you would in
any of the Bank's other channels
 Respect confidentiality - the same rules apply as other Bank channels in terms of data protection
and confidential information. No private side information can be shared at present
 Be open and transparent - make sure you're clear and accurate, and if you do make a mistake
you take steps to correct it quickly
 Make sure it's yours or get permission - don't post anything including images and videos that
you don't have the rights or permissions to do so.
Professional standards, the Code of Conduct and the Bank policies all still apply
when using the Bridge, as they do with any other internal communication.

24. Collaborative behaviours
Look after us Pause to think Stay focused Be smart
Play niceBe valuableShare with care
Be yourself Give credit
Make it your own

25. User communications

26. Leadership
You mean bancassurance? I’ve worked on a deal like this and can give
you some advice. Here’s our team’s blog on it.
Great blog, great work! This is a great example of how we’re working
together across our segments and products for our clients.
Client wants corporate credit extended and personal life insurance set up
fast to cover business and personal debt. Any advice?

27. Which tool to use?
Urgency
Whole company1 Team Department
Audience size
Phone call
OCS
Email
ESN private message
ESN private group ESN members only group
Big call
ESN open group
Homepage news story
Email newsletter
All-staff email
More
Less

28. • Manage concerns about risk by methodically mitigating risks
one by one
• Systems can’t stop people being idiots: real people need real,
plain English communications
• Use carrots as well as sticks – show people how this makes
their lives better
• Take your lawyers to the pub
Key Points to Take Home

30. E: sharon@sharonodea.co.uk
W: sharonodea.co.uk and intranetizen.com
L: linkedin.com/in/sharonodea/
T: @sharonodea