The document outlines plans to implement a social enterprise platform at Infusionsoft to improve collaboration, communication, and knowledge sharing among a growing employee base. It discusses research on best practices, identifying target user benefits, demoing potential solutions, and next steps of selecting a platform, launching an initial phase, and driving adoption. The goal is to preserve culture and connectivity as the company scales by tapping into employees' cognitive surpluses through a social workplace.

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

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

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

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

24. Solution Research

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