The document covers IBM's social digital experiences and the integration of social media into customer relationships. It outlines five strategies for enhancing customer interactions through social media and discusses deployment patterns and custom solutions using IBM's social capabilities. Additionally, it details the functionality of new tools and portlets available for IBM Connections, aimed at improving user engagement and streamlining web experiences.

1. IBM Social Digital Experiences
Nov 2013
Adam Ginsburg, Product Manager @aginsburg
Jonathan Booth, Senior Architect, Digital Experience Tooling
IBM SBT Webinar 13 Nov 2013
©
2013

2. Agenda

Background: Social Digital Experiences

Integration options

Deployment patterns

Developing custom solutions

Summary

3. 5 Ways Social Media Takes Customer Relationships To The
Next Level (Forbes*):
●
●
●
●
●
1. Make it easy for people to share their story - find a way to let people
feel good and share their story about how your brand makes a difference in
their lives.
2. Leverage the social in social media. Social media serves as a tool
for those who may not have an outlet or support system to find one another.
3. Make it about the customer, not about the product. When you help
your customer via social media, you’re more likely to build a long-lasting
relationship — which will in turn propel your brand awareness and growth.
4. Take every opportunity to gain feedback. Lays (Potato Chips) teamed
up with Facebook to change the Like button to an “I’d eat that” button.
Crowdsourcing isn’t just a marketing tactic, it’s an extremely easy and
effective means of soliciting feedback about your product or service.
5. Break through barriers: If a heavily regulated medical company can
break down barriers and use social media to connect with customers on an
incredibly human level, then so can any business.
* Ref: http://www.forbes.com/sites/theyec/2012/12/24/5-ways-social-media-takescustomer-relationships-to-the-next-level-2

4. Key benefits of infusing social into your digital experience:
4

5. Agenda

Background: Social Web Experiences

Integration options

Deployment patterns

Developing custom solutions

Summary

6. Snapshot: Socially infused digital experiences
WebSphere
Portal
Server
Social services:
twitter, facebook,
linkedin and IBM
Connections
Social Media
Networks
IBM
Connections

7. Social Digital Experience
Infuse IBM Connections social content within the context of personalized content and
applications; providing social where and when it can most influence communication and
productivity
Social Digital Ex perience
Community Pages or Ad-hoc
portlets provide seamless
experience for end users
blending web content,
applications/transactions and
social capabilities in a unified
interface
Out of the Box Portlets
Summary Portlets: New WCM
Social Rendering
Details Portlets: WEF Details
NEW
IBM Connections
Providing core social engine
supplying social content and
capabilities including Files,
Profiles, Blogs, Wikis, Forums,
Activities, Bookmarks
New: Connections Content
Manager (CCM), Activity Stream
& Ideation Blog support
IBM Web Experiences - © 2012 IBM Corporation

8. Get Social Do Business: using Community Pages & portlets
Digital Experience
Social Digital Experience
Social
Profiles
Find the people you need
Communities
Work with people who share
common roles and expertise
ar
umm
gs
rin
nde
l re &
ocia
l ts
o ande
M s Blogs your own ideas,rt learn
p
Present
WC
ails
fromDet
others
y
Bookmarks
Save, share, and discover bookmarks
+
Activities
Organize your work and tap your
professional network
Forums
Exchange ideas with, and benefit from
the expertise of others
Community Pages is Supported with
IBM Connections 3 and Portal 7.
Enhanced with Portal 8
=

9. NEW: Connection Content Manager (CCM) Portlet:
New Connections
Content Manager
Portlet
Existing Files
summary portlet
provided by WCM
social rendering
●
●
Previously only supported
read-only, via WCM social
rendering.
Now full function (incl add,
update, delete) portlet for
Community Files

10. Community Pages Example – “Downtown Carnival” (Edit Mode)
Portal Page Is associated with
Connections Community “Downtown
Carnival”
WCM social rendering portlets (or detailed
portlets) dynamically render Connections for
Discussions/Forums and Files for the page's
community “Downtown Carnival”

11. Community Pages Example – “Downtown Carnival” (View Mode)
Discussions for the “Downtown Carnival”
Connections community
Activity stream
for the
“Downtown
Carnival”
Connections
community
Files for the
“Downtown
Carnival”
Connections
community

12. Interaction with social objects by means of Connections Integration Portlets
Blogs
Summary/Detail
Activities
Connections
portlets for each
for the services
Wikis, Blogs,
Forums, Activities
etc...
Member/Profiles
Summary/Detail
Forums
Summary/Detail
Community Overview
Wikis
Portlets get launched dynamically on the right
community page
New Activity Stream Portlet. Allows
users to see activity across the
range of Connections services
Activities, Blogs Wikis, Forums
https://greenhouse.lotus.com/plugins/plugincatalog.nsf/assetDetails.xsp?action=editDocument&documentId=B72C4E177060582285257B3A0053BB6F
Files etc..

13. Activity Stream portlet
Activity Stream Portlet with
embedded experiences, post
status updates

14. EXAMPLE: Community Take Action WEF Report and Issue/Multichannel
Multichannel app
works in browser,
mobile browser
and Worklight.
Community
Page WCM
social rendering
for Events, Blogs
and Forums
Need to check if
Worklight is setup
on Showcase
server
Activity stream
portlet to get
summary of
what's
happening the
the Community
Take Action –
Connections
Community
Community
members ising
WCM Social
rendering –
context sensitive
to Community
Page

15. Social Digital Experiences
New WCM social rendering
portlets option to keep user
within portal or direct to IBM
Connections native UI
(Config Option): Direct
users to native FULL IBM
Connections User
interface
(Config Option) Portal
managed user interface
with WEF based details
portlet showing blog article
with option to edit
IBM Web Experiences - © 2012 IBM Corporation

16. New WCM social rendering improves IBM
Connections integration
What is it?
Uses IBM WCM to query and render IBM Connections
Content
Improved flex ibility, ease of use and ease of
development for delivering ex ceptional web
ex periences:
• Now supports rendering IBM Connections Files
• Out of the box samples support Multi- channel
capabilities
• Easy to customize queries, including ability to mix IC
services like blogs, wikis, files and bookmarks
• Easy to customize look and feel – with limited IBM
WCM skills you can easily change markup and
customize and extend the WCM social rendering
capability.
• Basic/Common Customization does not require deep
development skills eg WEF or RAD
– Aligns with other portal initiatives to leverage
Recommendation: WCM social rendering portlets replace existing IBM Connections Sum mary Portlets.
Summary Portlets are used in conjunction with existing IBM Connections Details portlets or native IBM
Connections UI.
IBM Web Experiences - © 2012 IBM Corporation

17. New WCM social rendering portlets support Responsive Web Design (RWD)
Tablet
Desktop Browser
Smartphone
Out of the box support for Desktop, Tablet
and Smartphone form factors
IBM Web Experiences - © 2012 IBM Corporation

18. Out of the box: Integrated IBM Connections Files and Profiles
 IBM WebSphere Portal Server V8 Hypervisor
now includes:
– pre-configured IBM Connections Files and
Profiles
– pre-configured with Web App Integrator
(WAI) to allow the IBM Connections
implementation to look and feel like the
WebSphere Portal driven Web experience
(sample page with Profiles portlet
configured OOB)
– New Whitepaper that will cover how to do
this in a non-PureSystems implementation
on Separate Cells:
– New RedWiki “Building and Implementing
an Exceptional Social Portal”
 Key benefit s:
– Reduces the time it can take for
configuration and deployment from 1-3
weeks to only 30 minutes, accelerating
availability of new web experience solutions
for lower cost
– Reduces configuration and deployment
errors allowing your team to focus on value
add solutions
Portal navigation/Look
’n feel injected into
IBM Connections UI
Announce info http://www-01.ibm.com/common/ssi/cgi-bin/ssialias?
infotype=AN&subtype=CA&htmlfid=897/ENUS212-421&appname=USN
IBM Web Experiences - © 2012 IBM Corporation

19. Social Media Publisher
Elevating Brand & Increasing Awareness with Social Media Integration
Social services: twitter, facebook, linkedin and IBM Connections
l
l
l
l
l
l
Craft Your Message Once, Reuse
Across your social channels
Enables social media marketing for
increasing messaging impact by
harnessing word of mouth
m arketing
Makes m ulti- channel messaging
fast, simple and easy
Provides seamless integration with
Twitter, Facebook, LinkedIn and
IBM Connections
Delivers insight into social marketing
message effectiveness with social
analytics
Enables customization for refining
m essage appearance in wall posts,
page and profile posts, tweets,
network updates and many more!
Deliver, Manage and Measure the
Message – Anywhere, Anytime
IBM Web Experiences - © 2012 IBM Corporation

20. WCM Social Media Publisher - Analytics
Includes basic
statistics about the
promoted content
The solution supports
both manual and
automatic (via
workflow)
posting/promoting of
content and can
manage the full
lifecycle of the social
message
https://greenhouse.lotus.com/plugins/plugincatalog.nsf/assetDetails.xsp?action=editDocument&documentId=9767ECFB9AE1713885257A8B0080D5D2 )
20

21. Displaying Pages based on Community Membership
Communities VMM adapter represents community
members as groups to Portal
WebSphere Portal
User Provisioning Portlets / Tools
Community Page
Portal access control
reference
Virtual group
Communities VMM adapter
LDAP VMM adapter
locates, creates,
modifies members
automatically derived from
community membership
Ted
members list
references
Community
Samantha
LDAP
IBM Connections

22. Search Your Site including all Content, Social Data, and People
Search Center presents federated
results across Portal and Connections
Who created the content? What skills
& expertise do they have?
Clicking a Connections search result
launches the matching community
page/portal page/Connections page to render
IBM SBT Webinar
item details
06/12/13

23. Searching your Site

Connections
Seedlist
­

Provide aggregated results
Portal Page
Index Connections content
into Portal's index
­
Browser
Remote Content
Search Service
­
Dispatch to remote search
index
1. User
Searches
5. Display
Results
Portal Server
Search Center Portlet
Connections
Seedlist Index
or
Connections
RCSS Service
7a
pa . U
ge se
in r ta
po ke
6.
rta n t
Co Us
o
l
er
nn
ec clic
tio ks
ns o
co n
nt
en
t
Display
Provider
Plugin
POC
Handler
4. Connections/”PoC” URL
3. Return results Feed
2a. Query Portal
Index including
Connections content
7b.User taken to
Connections
2b. Search via
Search API
IBM
Connections

24. URL Resolution, finding a page
Community Page
Portal Page

Resolving URLs for
­
Stand-alone Page
Connections UI
Interportlet communication
­

URL (PoC)
Handler
Search
We need to find the right page to display a piece of content
­
Search for a Community Page with the right portlet on it
­
...didn't find it? Then we look for a “stand-alone” page with a specific page unique name:
•
ibm.conn.activities
•
ibm.conn.blogs
•
ibm.conn.forums
•
ibm.conn.bookmarks
•
ibm.conn.profiles
•
ibm.conn.wikis

25. Federated Tag Cloud For WebSphere Portal
 Single Tag Cloud for users
to find all public tags in
Portal, WCM and other
systems.
 Tags that have been
assigned to Portal
resources using Portal's
T&R engine.
 Tags from other IBM
software products like IBM
Connections.
 An easy and convenient
approach for searching for
content residing inside or
outside of Portal.
Clicking a connections search
result launches the matching
community page to render
item details

26. Agenda

Background: Social Web Experiences

Integration options

Deployment patterns

Developing custom solutions

Summary

27. New Portlet Installer Now available
 What?
– Available now in PAA file that the Solution Installer is
able to process and automate the install.
– Only available for the “Refresh” portlets
 Benefits:
– Quicker install and setup time for Connections Portlet
integration
– Simplification of install and configuration
– Now supports IBM Connections 4.0.x
 Where do I get it?
– https://greenhouse.lotus.com/plugins/plugincatalog.nsf/a
ssetDetails.xsp?
action=editDocument&documentId=D7EC26BFC0E6229
F852579F800055063
27

28. IBM PureSystems – Single Cell deployment
 Create and deploy in minutes with IBM Pure Systems:
 Note this a single cell deployment is supported in this
environment with IBM Connections on WAS 8
http://www-01.ibm.com/software/genservers/portal/server/hved/
28

29. New
IBM Connections Files and Profiles Integration Pack for WebSphere Portal:
Files and Profiles Only.
Currently a two node implementation (non PureSystems)
Download here:
https://greenhouse.lotus.com/plugins/plugincatalog.nsf/assetDetai
ls.xsp?
action=editDocument&documentId=621B59090CC4D8D585257B
030000B792
IBM plans to offer single cell in the future.
29

30. New Redwiki/book: Building and Implementing a Social Portal
Full IBM Connections,
including Portlets,
Community Pages
Currently a two node
implementation
http://www-10.lotus.com/ldd/portalwiki.nsf/xpDocViewer.xsp?lookupName=IBM+Redbooks
%3A+Building+and+Implementing+a+Social+Portal#action=openDocument&content=catcontent&ct=redbooks
30

31. Social Redbook Update Residency – Looking for your participationin
our redwiki team…
Check it out here
http://bit.ly/socialwikiresidency
●
31

32. Agenda

Background: Social Web Experiences

Integration options

Deployment patterns

Developing custom solutions

Summary

33. What is Web Experience Factory?
Model-based development
framework for creating web
applications and portlets
Easier and faster than traditional
coding to develop exceptional
web experiences
33
Out of the box capabilities
simplify and speed
development
Supports multi-channel web
sites and applications
Includes 150+ out-of-the-box
builders that accelerate
development
Dynamic profiling and responsive
web design allow you to write
once, deploy to many devices

34. Building portlets that access Connections
●
●
Connections provides a complete set of REST services for programmatic
access to functions
You can use the REST Service Call builder in Web Experience Factory
(WEF) to access any of these services
View, create, update, delete, search, add comments, etc.
●
●
The full range of WEF tools can then be used in your custom portlets:
●
●
●
●
Create mobile/multi-channel applications
Use any of the latest Responsive Web Design (RWD) tools from the WEF MultiChannel Feature Pack
Integrate with any other data source or back end in the same portlet
Use WEF with IBM Worklight to build an installed app with native device features
such as camera
© 2010 IBM Corporation

35. Building applications using a service architecture
●
Applications are built using a provider/consumer service architecture
Gives a clean separation between UI and back end layers
Provides benefits such as a complete generated service test harness and stub XML provider
●
●
Presentation (consumer)
model
IBM
Connections
35
Provider builders

REST Service Call
builder

Data transforms and
schemas

References to Java
classes/libraries

Any other data
access builders (SQL,
SAP, etc.)
Service Interface
operations and schemas
Service (provider)
model
Presentation builders

Service Consumer

View & Form or
Data Services UI

Data Field Settings
UI customization
builders

Data Layout, custom
HTML, other UI builders
Generated application

36. Examples of Connections custom portlets
●
Blogs viewing and commenting
●
Activity “To Do” entries integrated with DB-based application
●
Posting and retrieving Status Updates
●
Files access – view, edit, upload
© 2010 IBM Corporation

37. Example: Blogs viewing and commenting
© 2010 IBM Corporation

38. Using a Restructure Handler
●
With the REST Service Call builder, you can use a “Restructure Handler”
to make the data more suitable for use in building the UI
●
Often this is used to flatten the data
●
Some of the published samples use this technique
●
●
●
A Java class takes the original XML data from the REST call and puts it
into the desired structure
This XML restructuring method is used both for:
●
Generating a schema
●
Transforming the data at runtime
You can have different handlers for different data sources (and not just
for Connections services)
© 2010 IBM Corporation

39. Example of Restructure Handler – get blog entries
From Connections:
“entry” elements are at top
level of feed and have nested
elements
<feed>
<id></id>
<title>Your City News Blog</title>
<subtitle type="html">Demo blog</subtitle>
Etc.
<entry>
<id> </id>
<title>Crime is down in all districts</title>
<author>
<name>Jane Doe</name>
<email>lcb1@us.ibm.com</email>
</author>
<link rel="alternate" type="text/html“>
Etc.
</entry>
<entry>
<id> </id>
<title type="text">Entry #2</title>
</entry>
</feed>
<feed>
<id></id>
After restructuring:
“entries” container is
created, with a flat list
under that
<title>Your City News Blog</title>
<subtitle type="html">Demo blog</subtitle>
Etc.
<entries>
<entry>
<id> </id>
<title>Crime is down in all districts</title>
<author_email>lcb1@us.ibm.com</author_email>
<author_name>Jane Doe</author_name>
<link rel="alternate" type="text/html“>
Etc.
</entry>
<entry>
<id> </id>
<title>Entry #2</title>
</entry>
</entries>
© 2010 IBM Corporation

40. REST Service Call builder with Restructure Handler
© 2010 IBM Corporation

41. Example: Generating Activity “To Do” items from “Report an Issue”
application
Filing a report from any device automatically creates a “To Do” in the “Reported Issues
Tracking” Activity in Connections
© 2010 IBM Corporation

42. A custom portlet shows To Do items from Connections Activity
Users can update, assign, mark complete, etc.
© 2010 IBM Corporation

43. Example: posting and retrieving Status Updates
All users can view posts; only users in specific Portal group can post updates
© 2010 IBM Corporation

44. Example: Accessing Connections Files using builder from Social Business
Toolkit - view, edit, upload, download
IC Files builder
© 2010 IBM Corporation

45. Demo
© 2010 IBM Corporation

46. Key resources for Web Experience Factory
●
Join or browse the Web Experience Factory
community:
http://ibm.co/factorycommunity
– Latest news/blog
– Links to forums, wiki, etc.
●
●
The Web Experience Factory wiki:
http://www-10.lotus.com/ldd/pfwiki.nsf/
– Including a directory of downloadable samples
Youtube channel:
http://Youtube.com/factorygeeks
© 2010 IBM Corporation

47. Agenda

Background: Social Web Experiences

Integration options

Deployment patterns

Developing custom solutions

Summary

48. Summary
●
●
●
Infusing social capabilities into web experiences is critical for
organization to maximize their profitability, responsiveness and maintain
a high customer satisfaction rating, whilst keeping costs down.
Key integration points to add social capability to web experiences
include:
●
All WebSphere Portal customers get Files and Profiles
●
Extending this capability with full IBM Connections
●
Community Pages and Portlets
●
Search and Member integration
●
Leverage Social Media Publisher
Extend your solution using traditional development solutions like Web
Experience Factory and Rational Application Developer as well as new
development tooling available through the Social Business Toolkit

49. Additional Info
●
http://www.ibm.com/social-business
●
http://www-01.ibm.com/software/info/customerexperience/
●
http://www01.ibm.com/software/collaboration/products/intranetexperience/
●
http://www.ibm.com/software/websphere/portal/industry/
●
www.ibm.com/social-business/
●
Ibm.co/factorycommunity
●
http://www.ibm.com/cloud-computing/social/us/en/toolkit/
49

50. Backup
50

51. A Powerful Portfolio of Digital Experience Software
IBM Employee Experience Suite V8.0
IBM Customer Experience Suite V8.0
IBM Web Experience Factory V8.0
IBM WebSphere Portal V8.0
IBM Forms V8.0
IBM Web Content Manager V8.0
Commerce
Social media
New capabilities
In 2013
ECM
Analytics
EMM
Collaboration
BPM
V8 update
Digital Asset Management capabilities
Forms Experience Builder
Connections 4.5 Portlets
Kenexa & Smarter Workforce
#IBMWebExperience
IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a
purchasing decision. The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development,
release, and timing of any future features or functionality described for our products remains at our sole discretion.

52. Disclaimers
IBM’s statements regarding its plans, directions, and intent are subject to change or
withdrawal without notice at IBM’s sole discretion.
Information regarding potential future products is intended to outline our general product
direction and it should not be relied on in making a purchasing decision.
The information mentioned regarding potential future products is not a commitment,
promise, or legal obligation to deliver any material, code or functionality. Information about
potential future products may not be incorporated into any contract. The development,
release, and timing of any future features or functionality described for our products remains
at our sole discretion.
Performance is based on measurements and projections using standard IBM benchmarks in
a controlled environment. The actual throughput or performance that any user will
experience will vary depending upon many factors, including considerations such as the
amount of multiprogramming in the user’s job stream, the I/O configuration, the storage
configuration, and the workload processed. Therefore, no assurance can be given that an
individual user will achieve results similar to those stated here.
52
© 2013 IBM Corporation

53. Resources and Questions
●
●
●
●
●
●
●
53
Home page: http://ibmdw.net/social
SDK: http://ibmsbt.openntf.org
GitHub: https://github.com/OpenNTF/SocialSDK
StackOverflow: #ibmsbt
Twitter: @ibmsbt
YouTube: http://youtube.com/ibmsbt
Playground: http://bit.ly/sbtplayground
© 2013 IBM Corporation

54. Acknowledgements and Disclaimers
Availability: References in this presentation to IBM products, programs, or services do not imply that they will be available in all
countries in which IBM operates.
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nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and
conditions of the applicable license agreement governing the use of IBM software.
All customer examples described are presented as illustrations of how those customers have used IBM products and the results they
may have achieved. Actual environmental costs and performance characteristics may vary by customer. Nothing contained in these
materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific
sales, revenue growth or other results.
© Copyright IBM Corporation 2013. All rights reserved.
– U.S. Government Users Restricted Rights - Use, duplication or disclosure restricted by GSA ADP Schedule Contract with
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Other company, product, or service names may be trademarks or service marks of others.
54
© 2013 IBM Corporation