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Using social technologies to engage and empower the workforce - SCN presentation by Colleen Burns and Anna Dreyzin, IBM
- 1. Empowering the Workforce Technologies with Social Colleen Burns Influencer Engagement Manager, IBM @colleeni Anna Dreyzin Education Program Manager, IBM @adreyzin
- 2. Companies that use social business are 25% more productive than their competitors
- 3. #IAmGuilty of being anti-social #GetMeOutOfMailJail
- 4. What if we all had Super Powers at work?
- 5. Skeptical?
- 6. Many of us already working like super heroes
- 7. Cloud - 60% of CIOs indicate that cloud is one of their top 5 priorities3 Analytics - 63% competitive advantage4 Mobile - 75% of the world’s population have a mobile device2 Social - 25% productivity increase1 Security – 21B Security hits a day thru IBM Security software …using super technologies
- 8. Raise the Game - The IBM Business Tech Trends Study Download: bit.ly/RaiseTheGame SSoo wwhhaatt ssuuppeerr ppoowweerrss aarree tthhee ppaacceesseetttteerrss uussiinngg??
- 9. Power of Employee Engagement: Smarter employees, they drive the client experience and that in turn drives business results, in that order.” Workforce "Engaged How do you eemmppoowweerr yyoouurr eemmppllooyyeeeess??
- 11. SSuuppeerr tteecchhnnoollooggiieess aatt wwoorrkk
- 14. PPeerrffoorrmmaannccee BBiiccyyccllee GO-TO destination for cycling enthusiasts Expertis e Competitive Differentiator
- 15. 300% increase in traffic to the learning center in first four Up to 20% higher conversion from the learning center compared to other referrers Employees sshhaarree tthheeiirr eexxppeerrttiissee iinn tthhee oonnlliinnee LLeeaarrnniinngg CCeenntteerr months
- 16. illy PUT CUSTOMER EXPERIENCE FIRST 70% CONTENT ONLINE IS STORYTELLING 40% INCREASE IN TRAFFIC
- 17. PUT CUSTOMER EXPERIENCE FIRST 70% CONTENT ONLINE IS STORYTELLING 40% INCREASE IN TRAFFIC illy’s customer engagement
- 18. Making yyoouurr ssoocciiaall nneettwwoorrkk wwoorrkk ffoorr yyoouu
- 19. Staying connected simplifies my life
- 20. Networks allow me to help clients faster
- 21. HHooww ddoo II ggeett mmyy ssuuppeerr ppoowweerrss aatt wwoorrkk?? WORK SMARTER
- 22. My company doesn’t hhaavvee aann iinntteerrnnaall ssoocciiaall nneettwwoorrkk.. CCaann II uussee ootthheerr ssoocciiaall nneettwwoorrkkss?? 9944%% ooff IIBBMM iiss oonn LLiinnkkeeddIInn
- 23. Share knowledge with your network
- 24. Answer questions and share your insight with your network
- 25. Thank and congratulate colleagues within your company’s network
- 26. Create an online community to collaborate and share content
- 27. Your expertise will grow quickly as your network makes you smarter
- 28. Add some power to your morning routine Listen Review your social networks for content Engage Share answers or post questions Connect Invite colleagues to join your network
- 29. Earn your cape in 3 easy steps Become a pacesetter Download the IBM Tech Trends Study: bit.ly/RaiseTheGame Partner creatively Look for partnering opportunities in non-traditional areas Integrate Deliver a bigger punch by combining technologies
- 30. Technology + social savvy make Joe a hero in the office Where will it take you?
- 32. Connect with us Colleen Burns @colleeni colleeninches Anna Dreyzin @adreyzin annadreyzin
Editor's Notes
- Anna * http://www.mckinsey.com/~/media/mckinsey%20offices/korea/pdfs/the_social_economy.ashxMcKinsey 2012 study Did you know that companies that use Social Business are 25% more productive than their competitors? We estimate that “interaction workers,” (managers, professionals, sales people, and others whose work requires frequent interpersonal interactions, independent judgment, and access to knowledge) spend 28% of their workdays answering, writing, or responding to email. They also spend another 19% of the time trying to track down information (including searching through their own e-mail files) and 14% collaborating with co-workers. (And these are your most expensive employees, and the ones you count on to do more than routine work; they’re supposed to be innovating, figuring out how to improve business processes, and generally building you a better mousetrap — not wading through e-mail.) These activities could potentially be done much more efficiently and effectively using social technologies — we figure by 20-25%. This assumes, of course, that time saved by communicating and collaborating via social technology is not used for viewing videos of cute kittens, but is dedicated to the most productive uses. Social platforms can unlock a staggering $900 billion to $1.3 trillion in value.
- ANNA (picture on canva under “mail jail”) Meet Joe, He looks frustrated – he is stuck in mail jail. He doesn’t know how to find the experts in the company or the right assets. He is starting off on this Monday with a tough project Joe is not alone, that same McKinsey study says that we spend on average 528 hours on e-mail per year, that doesn’t include the 200 hours that we spend searching through old e-mails to find answers to questions. (SEGUE) What if there was a different way?
- ANNA What if we all had super powers at work and could leap obstacles – find experts when we needed them Find content at the click of a button (SEGUE) Even when you’re away – experts can answer questions intended for you. It’s like your own super power network - working for you - 24/7
- COLLEEN Skeptical? Think that only those who are super tech savvy – or those with cutting edge technologies have these capabilities?
- COLLEEN Think again! Truth is – most of us in this room are already tapping into these possibilities… How many of you have made an online purchase recently? Canadian businesses sold more than $136 BILLION in goods and services over the Internet in 2013 Globally - E- ecommerce sales are expected to reach $1.92 TRILLION Dollars within the next two years. How about on your smart phone or tablet? The 2013 IBM Cyber Monday benchmark report showed - Mobile sales accounted for nearly 20% of all sales. Now how many of you have actually made a purchase based on an online review? According to a new survey conducted by Dimensional Research, an overwhelming 90 percent of respondents who recalled reading online reviews claimed that positive online reviews influenced buying decisions, while 86 percent said buying decisions were influenced by negative online reviews. How many have either searched for tech support online – or have generously shared your knowledge? ANNA raises hand – tells story 18 month daughter – dropped iPad… googled the question – burping the iPod like a baby – 10 people said – Saved you at least an hour of time waiting for support Saved the device - $500 Segue: Well you clearly aren’t the only with a curious toddler – a quick search on google for tablet support brought up 14.9 MILLION results! http://www.statcan.gc.ca/daily-quotidien/140611/dq140611a-eng.htm http://www.statista.com/statistics/261245/b2c-e-commerce-sales-worldwide/ http://www-01.ibm.com/software/marketing-solutions/benchmark-reports/cyber-monday-2013.html
- COLLEEN And it’s super technologies that allow all of this to happen – that simple online search – Anna’s tablet solution -- – anywhere at any time. Social, Mobile Cloud, and Big Data. These are not just technology trends we hear a lot about today. These rapidly evolving technologies are connecting new ideas to expertise inside and outside of the organization –whether that expert is an employee, a customer, or a citizen. Accessing social networks in a secure environment on our mobile devices --- analytics help find the content you are looking for… and it’s all supported in the cloud. (SEGUE) The result is that individuals are empowered like never before to engage, contribute and create. *********************************************************************************************************************** It’s these rapidly evolving technologies that are connecting new ideas to expertise inside and outside of the organization – HELPING US PERORM AND CONNECT INSIDE AND OUTSIDE OUR ORGSThese technologies also increase our circle of influence. We can now collaborate more easily and more securely outside of our traditional networks and hierarchies to get work done and increase our potential We are using these evolving rechnologies without even thinking about it. You don’t think about – but businesses are: Proof – see stats Shows you companies are ready – and they are not stand alone. You can’t use one of these alone. LinkedIn Amazon Facebook All these social tools are interconnected with these technologies Social – 68% use it on mobile Evolving technologies Social, Mobile Cloud, and Big Data. These are not just technology trends we hear a lot about today. These rapidly evolving technologies are connecting new ideas to expertise inside and outside of the organization –whether that expert is an employee, a customer, or a citizen. The result is that individuals are empowered like never before to engage, contribute and create. These technologies also radically increase our circle of influence. We can now collaborate more easily and more securely outside of our traditional networks and hierarchies to get work done and increasing our potential. And finally, our own personal experiences as consumers and citizens are driving a renewed focus on professional expectations, as innovative consumer products are accelerating a shift to accepting these technologies in both our personal and professional lives. This kind of disruptive shift is being noticed all the way up in the Boardroom. At IBM, when we speak of “engagement,” we’re talking about People-Centric Engagement. That means speaking to and interacting with people as individuals rather than as segments or categories. This is possible today like at no other time in history because of the convergence of three technologies: social, mobile and security. This convergence is giving enterprises the means to meet people where they are. It is arming them with the data and the expertise required to personalize every human-to-human interaction. And it is giving them the credibility that is the foundation of trust. People-centric engagement is also necessary like never before in history, with individuals wielding unprecedented power in the marketplace. Here you see some stats illuminating that necessity. Let’s take a look at what’s happening right now as we’re sitting here. [101M: Internet World Stats, http://www.internetworldstats.com/stats3.htm 66%: Global Media Wave 11 via http://wearesocial.net/tag/statistics/ 141M: Japan Ministry of Internal Affairs and Communications, Official Announcement of Quarterly Data on the Number of Telecommunications Service Subscriptions and Market Share (FY2012 Q4 (End of March 2013)) http://www.soumu.go.jp/main_sosiki/joho_tsusin/eng/Releases/Telecommunications/130627_01.html 47%, 81%: Google, 2013 Our Mobile Planet Smartphone Research 84%, 80%: IBM 2013 Annual Report] Sources - 1: McKinsey Global Institute, July 2012 - "The Social Economy: Unlocking Value and Productivity Through Social Technologies.“; 2: Mashable study, July 2012 – “75% of World Has Access to Mobile Phones”, 3: IBM Institute for Business Value, May 2011 - "The Essential CIO: Insights from the Global Chief Information Officer Study"; 4: IBM Institute for Business Value, October 2012 - “Analytics: The real-world use of big data, How innovative enterprises extract value from uncertain data”
- ANNA The most successful companies have figured out how to use these technologies to lead the pack… http://www.ibm.com/smarterplanet/us/en/centerforappliedinsights/article/biztechtrends.html I would like to share with you IBM’s 2014 Business Tech Trends study – we surveyed over 1400 Decision Makers, across 15 industries, and 5 contitenents to get a current global snapshot of how companies are using key technologies and business models When we look back to to the 2012 study, we noticed that half or fewer had deployed these technologies. Fast-forward two years and most piloting stages are long gone. Big data and analytics, cloud, mobile, and social are now each used by 7 in 10 enterprises. Out of the enterprises that are using these technologies, who are the pacesetters and what sets them apart from their competition? There are three things that really stand out. Partnering is in their DNA / employees customers – academics, startups, citizens, etc. Invoke the citizen developer. Analytics is part of decision making. They don’t just go by instinct, they use real time analytics results to make decisions. Integrate many of these technologies together (68% of social is done on a mobile device, so does it make sense to have separate groups? Or is it best to combine the groups?) We generate the same amount of data now in two days, then we did in all of 2003. Analytics allows us to understand the data. Companies that can analyze the structured and non structured data and predict outcomes are going to have a competitive edge. That’s what these companies are doing to stay ahead of the competition. Please download the study to learn more details about the pacesetters. (Segue to next slide) These rapidly evolving technologies are connecting new ideas to expertise inside and outside of the organization –whether that expert is an employee, a customer, or a citizen. As an employee we are empowered individually to contribute, create and connect both inside and outside of the firewall in ways that were previously difficult to do do.
- ANNA Let’s look at options for empowering your employees. At IBM, Ginni Rometty, our CEO believes that “Engaged employees, drive client experience and in turn drive business results”. On an individual level, IBMers are empowered like never before to engage and contribute both inside and outside of the firewall. In essence, the way we work has changed. Let’s look at the Digital IBMer to see some of the daily tasks that stand out.
- Anna – We have implemented systems of engagement that tailor the IBM experience to the individual IBMer / employee. So that information is tailored to you based on your profile. So what does it mean to be a Digital IBMer …. Or a Digital employee of any company that is using some or all of these technologies. Over 125 000 mobile devices are used to conduct company business. Also on an individual engaged employee: I have the capability to connect to my company network, get questions answered, find experts from anywhere at any time. I can create content that will be shared and reused by groups across the world. I contribute and learn from my network, as well as get my network to answer questions on my behalf when I am away. I deliver results and can build on online reputation that makes me easy to find for others (Segue) But it’s not just happening at IBM , let’s take a look at how companies across the globe are using these technologies to get ahead and stay connected
- ANNA But it’s not just happening at IBM – companies all across the globe are using these technologies to get ahead and stay connected. Segue: Let’s start with our own Toronto Waterfront.
- For this project we worked together with Element Blue, which is an IBM business partner. This is a first-of-a-kind collaboration that showcases Toronto’s waterfront as a leading example of how to build a smarter city. It is one of the largest waterfront revitalizations projects ever undertaken. It is using IBM’s cloud computing and social business software, services and technologies, IBM Intelligent Operations Center (IOC) for Smarter Cities, a platform that has the ability to integrate multiple data sources and create real-time visualizations of information to deliver operational insights and opportunities for social collaboration for the waterfront. This first stage of the project shows how the platform can connect and create online communities, which include citizens, public and private sectors. Allows for people who were not connected before to become connected in a dynamic way. The Vision Working with the community and public and private sector partners, Waterfront Toronto creates waterfront parks, public spaces, cultural institutions and diverse and sustainable commercial and residential communities. We strive to ensure that Toronto becomes the city where the world desires to live. In Toronto on September 18, 2013, IBM together with Waterfront Toronto and IBM business partner Element Blue, announced a new, first-of-a-kind collaboration that showcases Toronto’s waterfront as a leading example of how to build a smarter city. Waterfront Toronto is one of the largest infrastructure projects in North America, and one of the largest waterfront revitalizations ever undertaken. It will use IBM’s cloud computing and social business software, services and technologies, IBM Intelligent Operations Center (IOC) for Smarter Cities, a platform that has the ability to integrate multiple data sources and create real-time visualizations of information to deliver operational insights and opportunities for social collaboration for the waterfront. This first stage of the project demonstrates the malleability of the platform and offers a glimpse of the potential for ongoing innovation and real-time tracking of community systems which impact residents’ lives. As it progresses, the new platform will enable community-wide operations, and allow citizens and businesses involved to provide feedback through social collaboration, and manage a broad range of government and commercial operations. In time, big data analytics capabilities within the platform are expected to provide deeper insight around wellness, transportation, energy management, water conservation and sustainability efforts, as well as public safety and security across the community. “Waterfront Toronto is developing a connected platform that will help generate insight into how to deliver community services more effectively and efficiently for both business and residents,” said Ralph Chapman, vice-president, public sector, for IBM in Canada. “This initial collaboration establishes a foundation for continuous innovation and economic growth as the community and associated services continue to expand.”
- About the new blue edge The New Blue Edge Portal is a project of Waterfront Toronto's Intelligent Community initiative. Waterfront Toronto is the public advocate and steward of waterfront revitalization. Created by the Governments of Canada and Ontario and the City of Toronto, Waterfront Toronto is mandated to deliver a revitalized waterfront. Following the release of the Toronto Waterfront Revitalization Task Force's report in March 2000, the three orders of government jointly announced their support for the creation of Waterfront Toronto (formerly Toronto Waterfront Revitalization Corporation) to oversee, lead and implement the waterfront’s renewal. Formally created in 2001, Waterfront Toronto has a 25-year mandate to transform 800 hectares (2,000 acres) of brownfield lands on the waterfront into beautiful, sustainable mixed-use communities and dynamic public spaces. The project is one of the largest infrastructure projects in North America and one of the largest waterfront redevelopment initiatives ever undertaken in the world. However, it is not just the sheer scale of the project that makes it unique. Waterfront Toronto is delivering a leading edge city-building model that seeks to place Toronto at the forefront of global cities in the 21st century. A primary objective of waterfront revitalization is to leverage the infrastructure project to deliver key economic and social benefits that enable Toronto to compete aggressively with other top tier global cities for investment, jobs and people. Quick facts The 800 hectare (2,000 acre) designated waterfront area runs from Dowling Avenue in the west to Coxwell Avenue in the east. The area is roughly equal in size to Toronto’s major downtown core from Bathurst Street to Sherbourne Street and Front Street to Bloor Street. Revitalization is expected to take at least 25 years and approximately $30 billion of private and public funding to complete. The project includes the creation of 40,000 residential units, one million square metres of employment space and 300 hectares of parks and public spaces.
- COLLEEN
- COLLEEN The transformation: Performance Bicycle realized that its employees’ passion for cycling was a powerful tool to inspire customers and drive sales, but was unable to capture their expertise. Today, employees themselves create and share articles, videos and how-to-guides via an online Learning Center – engaging with cycling enthusiasts and boosting conversion. Components used in this solution: Software IBM® WebSphere® Commerce IBM WebSphere Portal IBM Web Content Manager IBM Digital Analytics Business Partner Sirius Computer Solutions "With help from IBM, we can convert casual visitors into committed customers." —Mike Starkey, Vice President of Information Systems, Performance Bicycle CRDB link: http://w3-01.ibm.com/sales/ssi/cgi-bin/ssialias?appname=crmd&subtype=NA&infotype=CR&htmlfid=0CRDD-9JH5XH External Case Study link: http://www-03.ibm.com/software/businesscasestudies/us/en/corp?synkey=W412527E65712R45
- COLLEEN Background: Illy is an Italian Coffee company with a long history from Northern part of the country. They started as a coffee bean roaster and blender early in the 20th century. Today they have retail stores across the world, they sell subscriptions for home-delivered beans and and equipment. They are hugely driven by Marketing, and their brand is aligned with art, enjoyment, meditation that include the drinking of espresso-based coffee. They wanted a relationship portal, and then added commerce and marketing tools as they have evolved. They are now adding Social capabilities (not using Connections) to engage their customers to share their stories of Coffee Enjoyment. They feel Websphere Portal has given them a platform to have a seamless experience for end-users. IBM WCM provides an easy way for marketers to provide targeted, elegant graphics, video digital assets. They constantly update and tune the content on their site. They need fast operational characteristics to adapt to events, holidays, social media and to take advantage of many external market opportunities. Please look at their site illy.com and gain a feel for their view of their company. The Portal/WCM site demo’s well from a mobile device, as they are using V8 Responsive design. Marketing feels strongly that Social Media has to be reached and published to very closely. IBM WCM provides that single point of control for all Content. They use our templates to support 10 languages and are adding more. What’s next?: They are developing a social presence on their Portal site to develop customer ideas on innovation, relaxation and coffee enjoyment.
- COLLEEN Background: Illy is an Italian Coffee company with a long history from Northern part of the country. They started as a coffee bean roaster and blender early in the 20th century. Today they have retail stores across the world, they sell subscriptions for home-delivered beans and and equipment. They are hugely driven by Marketing, and their brand is aligned with art, enjoyment, meditation that include the drinking of espresso-based coffee. They wanted a relationship portal, and then added commerce and marketing tools as they have evolved. They are now adding Social capabilities (not using Connections) to engage their customers to share their stories of Coffee Enjoyment. They feel Websphere Portal has given them a platform to have a seamless experience for end-users. IBM WCM provides an easy way for marketers to provide targeted, elegant graphics, video digital assets. They constantly update and tune the content on their site. They need fast operational characteristics to adapt to events, holidays, social media and to take advantage of many external market opportunities. Please look at their site illy.com and gain a feel for their view of their company. The Portal/WCM site demo’s well from a mobile device, as they are using V8 Responsive design. Marketing feels strongly that Social Media has to be reached and published to very closely. IBM WCM provides that single point of control for all Content. They use our templates to support 10 languages and are adding more. What’s next?: They are developing a social presence on their Portal site to develop customer ideas on innovation, relaxation and coffee enjoyment.
- COLLEEN Each company is made up of individuals – and they are truly the ones that make the difference Joe – It’s the technology – and then Joe’s secret weapon is his social skills – that allows him the ability to connect and collaborate with his network not only is it the new technologies that will improve the way Joe works – but it’s also his network so how are they using these tools Let’s bring this back to how you can use these to simplify my life But these super powers aren’t reserved just for large companies – in fact – we use them everyday to simplify our life
- Anna There are many different types of networks, both inside and outside of the company. I had a client reach out to me through my LinkedIn network, who I had not met before. The client was looking for education and support for an IBM product they were trying out. As soon as I received the request through LinkedIn, I quickly searched my internal IBM network to find the right person to connect the client with and find where all the education is available for the client to read. By using both my external and internal networks, I was able to help IBM’s clients and connect the right people and content to help solve their question. This made me feel like I had really used the powers of my network.
- Anna There are many things you can do on an individual level to work smarter and use your super powers at work. Let’s go through tasks that you can apply right away. What does Dare to be a Wild duck mean? It really means working in the open and sharing your content, even when it’s not 100% ready. Not just putting content in closed off containers, but connecting with people, Tagging your content so that others can find it and being brave enough to find new connections to work with. Searching for answers and people. A big part of this is being able to build up your network both inside and outside of your company. Let’s look, at some of the tasks that will help you build your network. Start by inviting people who you think have expertise into your network. As a leader you can also invite other leaders to join as well as your team members. Think about how you can contribute to your network.
- 94% of IBM is on LinkedIn
- Anna Also, if you answer questions and share your insight. When you need your questions answered, your network will reciprocate and also even cover you when you are away.
- Anna Finally don’t forget to thank and congratulate your colleagues in the network. A simple thank you that others see, goes a long way in building your reputation and good will.
- Anna You can work as a team, share content without sending e-mails back and forth. Create a space online where you can build and contribute together. Also, when a new team member joins, they can onboard quickly with all the content in one place for them to quickly understand. No need for digging through e-mails anymore.
- If you use your social savvy to grow your expertise and develop your network. Your network will make you smarter, because if you can’t answer a question you can always reach out to your network and five minutes later you will have the answer.
- COLLEEN What can you do as an individual?
- ANNA What can you do as a business? On a company level that is mainstreamed – become a pacesetter Add some power to your company Start partnering – companies can add value Integrate your tools – so you can perform better as a company 1.Dowload the study 2. Partner creatively 3. Integrate
- ANNAJoe – happy Tying the technologies together Social Mobile cloud and analytics are technologies that allow us to broaden our partnerships and act on insight and amplify results within the organization and as individuals. Joe is also able to use his social skills to connect with his network, find the experts and get his questions answered so that he excels on his project.
- ANNA