Evaluating the Success of an
IBM Collaboration and Social Networking project Chris Sparshott 25/9/08

What is the business value
of collaboration and social networking?

That is a difficult question.

…or is it?

Before Production

What is the business value
of a telephone? Should we How does the monitor the telephone help number of the process that calls? the employee is executing? Reduction in other media forms e.g. less physical mail

Business process approach I Go
back to workshop attendees with a Identify critical business processes survey that asks them to make that impact SLA’s and target the teams estimates about the critical tasks they which support those processes. perform. (Base line) (heavy knowledge workers are best) Implement Collaboration and Social Use surveying and analysis to design Networking Tools new work practise for those teams / individuals. (Knowledge Management) Go back to workshop attendees in 6 month intervals with a survey that asks Monitor and report results monthly them to make estimates about the critical tasks they perform and see how the results compare May need additional reporting tools / facilities

Business process approach II Can
not assume viral growth will occur from the outset. Usage may stabilise amongst early adopters and those desperate for change (Gen Y). Universal adoption may need a “push” reference BlueIQ. May need to prescribe some behaviours to ensure uptake and benefit to the business

After Production

Did the project succeed over
time?

Introducing Return On Contribution

Return On Contribution is a
ratio of benefit divided by cost Benefit Return on Contribution (ROC) = Cost *No direct monetary costs the metric is therefore based on people *Assume employees make appropriate and strategic use of available collaborative resources Number of people who benefit from a resource Return on Contribution (ROC) = Number of people who create or contribute to that resource

An example: Dogear (Social Bookmarking
within Lotus Connections) Measure Social-Bookmarking Consumers 10896 Bookmark -Originators 4213 Return on Contribution 2.59 (Consumers) Consumers 10896 Return on Contribution (ROC) = = = 2.59 Originators 4213 * Some consumers may also be originators

What does the number 2.59
mean? Bookmark- 2.59 consumers benefit originator from the work of each bookmarks a bookmark-originator resource

ROC can help us understand
the impact of these tools on employee participation and the organisations culture change

Metrics can support the success
of the tools within the business.

Next?

Can I help? Chris Sparshott
(Sparkbouy) chris@chrissparshott.com Portfolio http://www.slideshare.net/sparkbouy/slideshows Blog http://chrissparshott.com IBM chris_sparshott@nz.ibm.com