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Socially Enabled Content,
Collaboration & Communication
        Report Q1 Activities
       Outline Q2 Next Steps

             March 2012
Our Opportunity
“The world of work is changing and old organizational models
are under increasing pressure from a more connected,
collaborative, participatory and engaged way of doing
business. Social Business.
                                              - Dachis Group

“It‟s time to cross the chasm between how consumers
experience technology and how people get their work done.
The innovation and power of the social web will forever
change the enterprise.”
A Culture Strengthening Play
“The „social workplace‟ constitutes the next
generation of organizational change,
combining social technical tools, culture and
physical design to enhance communications
and create a structure that is flexible,
collaborative and connected to the
organization’s mission, values and goals.”
Consumerization of IT
Disruption – shifting power to the end user

“iPhone users felt much more productive in
their personal lives than they did in their
professional lives. They were more up-to-date
on what was happening each day with their
friends and family than they were with their
team members three cubicles away”
                 - Consumption Economics
Our Purpose
• To create a social enterprise network that
  extends the passion and values of our
  employees to help small businesses
  succeed.
  – Personal connections
  – Content creation
  – Collaboration
  – Communication
The Team
•   Brian Jambor (Sales) – Project Lead
•   Brett Gilliland (BtL) – Project Lead
•   Angela Servino (Marketing)
•   Clint Gardiner (PM)
•   Derek Solomon (AM)
•   Doug Hall (Dev)
•   Joe Manna (Comm)
•   Nicole Shoots (Comm)
•   Kristine Stuart (Finance)
•   Leslie Wilkins (Support/CS)
•   TJ Lorenzen (Training/CS)
•   Hal Halladay (Corp Dev) – Exec Sponsor & Evangelist
Current Situation
• Strategic issue for 20+ consecutive quarters -
  “How do we maintain culture given our growth?”
• No company-wide place for content, collaboration
  and communication
• „Allinfusion‟…need we say more?
• Workplace trends moving toward new ethos of
  hyper-connected, “always on” workforce
• Social networks are fundamental to how people
  communicate with each other
What‟s Working
• Great collaboration within a given team or
  department
• People want to be connected, collaborate
  and communicate
• Current work space and workforce size
  accommodate physical collaboration
What‟s Not Working
• People getting lost in a sea of new faces
• Duplication of work, processes, data
• “My puppy needs a home!” to „allinfusion‟
• Cross-department communication
• Access to general information
   – Events, company calendar items, information
     about releases, target users, messaging, etc.
• People feeling disconnected
• Workspace is changing and workforce growing
We‟ve done our homework in Q1
• Best Practices research
• IPOV to TPOV process to identify target
  user benefits
• Creative offsite to crystalize communication
  around the target user benefits and how well
  describe this to others
• Solution demos and custom-solution
  research
Research & Best Practices
• McMurry: Channel 8 (Top 10 - Best Small
  Workplace in America 5 years in a row)

• Deloitte: D Street

• IBM: Beehive
Deloitte: D Street
Adoption:           “At a company where
• 2007: initial     the average age of
  rollout to 1500   employees is 28, “we
                    knew we had challenges
• 25% adoption      to win the talent war.”
  first 60 days
                      - Patricia Romeo
• 2008: 46,000
  users
IBM: Beehive
Adoption:           “Poor user adoption is rarely
• 39,000 users      because users didn‟t know how
  in 9 months       but rather didn‟t see why...The
                    connections lead to collaboration,
• Primarily         which leads to innovation.”
  through viral
                          - Jeff Schick, VP Social Software
  sharing
IPOV to TPOV Process
• Clint Gardiner designed and led our IPOV to
  TPOV process
• Target user research conducted in each
  department to formulate IPOVs
• 2 effective meetings under Clint‟s leadership
  to produce our TPOV
TPOV – Target User Benefits
Context for our target user interviews:
– “What benefits would you be seeking to create and share
  content, collaborate and communicate with others in the
  company?”

9 Target User Benefits (“I want” format):
1. I want to be able to easily get to know and connect with
   other Infusionsoft employees:
   –   name, what they look like, their personal interests and hobbies
   –   what department they‟re in
   –   how to get a hold of them, where they sit
   –   what skills/talents they have, educational background, etc…
9 User Benefits (cont.)
2. I want an all-in-one solution that allows me to easily find
   answers to questions as well as gives me the ability to
   collaborate and innovate in real-time with an individual or
   group of people.
3. I want to be able to easily see what individuals or
   departments in the company are working on and have the
   option to offer feedback and/or get involved.
4. I want to be able to disseminate information to either
   everybody or just to specific groups of people.
5. I want flexibility over how, what and when I consume
   information.
9 User Benefits (cont.)
6. I want it to be easy to solicit and receive feedback.
7. I want to know when certain events or initiatives are
   happening throughout the company, so I can be involved
   and so I‟m informed when a customer asks.
8. I want to be rewarded for keeping content current,
   relevant and accurate.
9. I want to be able to easily indicate when and how
   something can be shared outside of the company or
   across departments.
Creative Offsite
• Cereal box exercise – 2 hours offsite
  – Ray and Brandon facilitated the creativity
• Teams came up with ways to share the
  “cereal‟s” value proposition with consumers
  – Naming ideas, graphics, key words
  – Ingredients
  – Back of the box activities
Solution Research
Finalists
Demo‟ed…
• Socialtext
• Jive Software

Currently Exploring…
• Moxiesoft
• ThoughtFarmer
• Custom-built, Drupal-based option (KWALL)
Q2 Next Steps
TOP #4 – Invest in the core to ensure Built to
 Last growth

SMARTs specific to this project:
• Finalize selection of tool/platform
• Develop, configure and test for „Phase 1‟
• Implement and engage people to adopt
Q2 Success Measures
1. Tool/platform selected
2. Phase 1 Launched in May
3. Usage by end of June
  – At least 80% of employees have created a
    comprehensive profile


Q3 Evidence of Success – allinfusion emails
  should go away (finíto!)
Coordination & Communication
• Kimberlee will be the moderator/trainer and
  give updates in MMM (at least monthly)
• Plan to coordinate closely with Marc and
  Kathy
• We‟ll use our project team to launch a viral
  deployment strategy
• NO communication on this will happen via
  email
Risks
• Finding space to test, iterate, organically
  evolve
• Seen as an attempt to resurrect the intranet
• Communicating alignment between solution
  and user benefits statements
• Technical challenges
• Low usage and engagement
• Plan B…go back to „allinfusion‟
Opportunities
• Knowledge/expertise/data/process is shared,
  collaboration occurs, and company is unified and
  aligned
• Content creation and sharing makes everyone
  smarter and aligned
• Increased collaboration leads to more
  innovation…better customer experience
• Internal success leads to discussions about
  extending social platform to customers and
  partners
What We Need to Succeed
• Leadership awareness and engagement (lead
  by example in tool adoption and use)
• IT support/cooperation & shared vision on the
  technical aspects of the implementation
• Creative team help on the look and feel
• Continued involvement from our project team –
  critical role in viral deployment

NOTE: Budget already slated in 2012 operating plan
Open Questions
•   Who owns and manages this?
•   What are the security/privacy issues?
•   How do we phase implementation?
•   What is the projected budget?
•   Will there be an impact on productivity?
•   Will training be required? Provided?
•   Will baggage from past prevent adoption?
•   Will it be viewed as performance vs power?
The Vision
• All employees feel connected and empowered to
  share and learn
   –   rich user profiles & status updates
   –   communities of interest
   –   searching/tagging capabilities
   –   blogs, forums, bookmarks, file sharing, wikis
• Tap into the cognitive surpluses in company
• Infusionsoft doesn‟t feel like a „big, dumb software
  company‟…culture preserved
• Easy access to info needed to serve customers

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Infusionsoft Socially Enabled Internal Communication Proposal

  • 1. Socially Enabled Content, Collaboration & Communication Report Q1 Activities Outline Q2 Next Steps March 2012
  • 2. Our Opportunity “The world of work is changing and old organizational models are under increasing pressure from a more connected, collaborative, participatory and engaged way of doing business. Social Business. - Dachis Group “It‟s time to cross the chasm between how consumers experience technology and how people get their work done. The innovation and power of the social web will forever change the enterprise.”
  • 3. A Culture Strengthening Play “The „social workplace‟ constitutes the next generation of organizational change, combining social technical tools, culture and physical design to enhance communications and create a structure that is flexible, collaborative and connected to the organization’s mission, values and goals.”
  • 4. Consumerization of IT Disruption – shifting power to the end user “iPhone users felt much more productive in their personal lives than they did in their professional lives. They were more up-to-date on what was happening each day with their friends and family than they were with their team members three cubicles away” - Consumption Economics
  • 5. Our Purpose • To create a social enterprise network that extends the passion and values of our employees to help small businesses succeed. – Personal connections – Content creation – Collaboration – Communication
  • 6. The Team • Brian Jambor (Sales) – Project Lead • Brett Gilliland (BtL) – Project Lead • Angela Servino (Marketing) • Clint Gardiner (PM) • Derek Solomon (AM) • Doug Hall (Dev) • Joe Manna (Comm) • Nicole Shoots (Comm) • Kristine Stuart (Finance) • Leslie Wilkins (Support/CS) • TJ Lorenzen (Training/CS) • Hal Halladay (Corp Dev) – Exec Sponsor & Evangelist
  • 7. Current Situation • Strategic issue for 20+ consecutive quarters - “How do we maintain culture given our growth?” • No company-wide place for content, collaboration and communication • „Allinfusion‟…need we say more? • Workplace trends moving toward new ethos of hyper-connected, “always on” workforce • Social networks are fundamental to how people communicate with each other
  • 8. What‟s Working • Great collaboration within a given team or department • People want to be connected, collaborate and communicate • Current work space and workforce size accommodate physical collaboration
  • 9. What‟s Not Working • People getting lost in a sea of new faces • Duplication of work, processes, data • “My puppy needs a home!” to „allinfusion‟ • Cross-department communication • Access to general information – Events, company calendar items, information about releases, target users, messaging, etc. • People feeling disconnected • Workspace is changing and workforce growing
  • 10. We‟ve done our homework in Q1 • Best Practices research • IPOV to TPOV process to identify target user benefits • Creative offsite to crystalize communication around the target user benefits and how well describe this to others • Solution demos and custom-solution research
  • 11. Research & Best Practices • McMurry: Channel 8 (Top 10 - Best Small Workplace in America 5 years in a row) • Deloitte: D Street • IBM: Beehive
  • 12.
  • 13.
  • 14. Deloitte: D Street Adoption: “At a company where • 2007: initial the average age of rollout to 1500 employees is 28, “we knew we had challenges • 25% adoption to win the talent war.” first 60 days - Patricia Romeo • 2008: 46,000 users
  • 15.
  • 16. IBM: Beehive Adoption: “Poor user adoption is rarely • 39,000 users because users didn‟t know how in 9 months but rather didn‟t see why...The connections lead to collaboration, • Primarily which leads to innovation.” through viral - Jeff Schick, VP Social Software sharing
  • 17.
  • 18. IPOV to TPOV Process • Clint Gardiner designed and led our IPOV to TPOV process • Target user research conducted in each department to formulate IPOVs • 2 effective meetings under Clint‟s leadership to produce our TPOV
  • 19. TPOV – Target User Benefits Context for our target user interviews: – “What benefits would you be seeking to create and share content, collaborate and communicate with others in the company?” 9 Target User Benefits (“I want” format): 1. I want to be able to easily get to know and connect with other Infusionsoft employees: – name, what they look like, their personal interests and hobbies – what department they‟re in – how to get a hold of them, where they sit – what skills/talents they have, educational background, etc…
  • 20. 9 User Benefits (cont.) 2. I want an all-in-one solution that allows me to easily find answers to questions as well as gives me the ability to collaborate and innovate in real-time with an individual or group of people. 3. I want to be able to easily see what individuals or departments in the company are working on and have the option to offer feedback and/or get involved. 4. I want to be able to disseminate information to either everybody or just to specific groups of people. 5. I want flexibility over how, what and when I consume information.
  • 21. 9 User Benefits (cont.) 6. I want it to be easy to solicit and receive feedback. 7. I want to know when certain events or initiatives are happening throughout the company, so I can be involved and so I‟m informed when a customer asks. 8. I want to be rewarded for keeping content current, relevant and accurate. 9. I want to be able to easily indicate when and how something can be shared outside of the company or across departments.
  • 22. Creative Offsite • Cereal box exercise – 2 hours offsite – Ray and Brandon facilitated the creativity • Teams came up with ways to share the “cereal‟s” value proposition with consumers – Naming ideas, graphics, key words – Ingredients – Back of the box activities
  • 23.
  • 25. Finalists Demo‟ed… • Socialtext • Jive Software Currently Exploring… • Moxiesoft • ThoughtFarmer • Custom-built, Drupal-based option (KWALL)
  • 26. Q2 Next Steps TOP #4 – Invest in the core to ensure Built to Last growth SMARTs specific to this project: • Finalize selection of tool/platform • Develop, configure and test for „Phase 1‟ • Implement and engage people to adopt
  • 27. Q2 Success Measures 1. Tool/platform selected 2. Phase 1 Launched in May 3. Usage by end of June – At least 80% of employees have created a comprehensive profile Q3 Evidence of Success – allinfusion emails should go away (finíto!)
  • 28. Coordination & Communication • Kimberlee will be the moderator/trainer and give updates in MMM (at least monthly) • Plan to coordinate closely with Marc and Kathy • We‟ll use our project team to launch a viral deployment strategy • NO communication on this will happen via email
  • 29. Risks • Finding space to test, iterate, organically evolve • Seen as an attempt to resurrect the intranet • Communicating alignment between solution and user benefits statements • Technical challenges • Low usage and engagement • Plan B…go back to „allinfusion‟
  • 30. Opportunities • Knowledge/expertise/data/process is shared, collaboration occurs, and company is unified and aligned • Content creation and sharing makes everyone smarter and aligned • Increased collaboration leads to more innovation…better customer experience • Internal success leads to discussions about extending social platform to customers and partners
  • 31. What We Need to Succeed • Leadership awareness and engagement (lead by example in tool adoption and use) • IT support/cooperation & shared vision on the technical aspects of the implementation • Creative team help on the look and feel • Continued involvement from our project team – critical role in viral deployment NOTE: Budget already slated in 2012 operating plan
  • 32. Open Questions • Who owns and manages this? • What are the security/privacy issues? • How do we phase implementation? • What is the projected budget? • Will there be an impact on productivity? • Will training be required? Provided? • Will baggage from past prevent adoption? • Will it be viewed as performance vs power?
  • 33. The Vision • All employees feel connected and empowered to share and learn – rich user profiles & status updates – communities of interest – searching/tagging capabilities – blogs, forums, bookmarks, file sharing, wikis • Tap into the cognitive surpluses in company • Infusionsoft doesn‟t feel like a „big, dumb software company‟…culture preserved • Easy access to info needed to serve customers

Editor's Notes

  1. We assembled a cross-department team to ensure:Better access to target-user researchCoverage/representation from each department‘Local’ influencers/champions in place when the chosen solution goes live
  2. Notes: need to anticipate initial pushback at the “Big Company” examplesMcMurry is full of technology and creative peopleDeloitte’s age demographic closely matches oursIBM is a technology company
  3. Fyi – KWALL is the company that did the work for our marketplace. I believe this is a Greg connection.