Engage 2013 - Enterprise Social

#Enterprise

Scott JansenPrincipal Architect

Eric RaarupChief Marketing Technology Officer

Goals for this session

• Highlight similarities and differences between public social and enterprise social

• Demonstrate different scenarios featuring social solutions

• Showcase different examples of social technologies

• Provide guidance on how to get started incorporating enterprise social into a broader productivity strategy

Social Media

What is Enterprise Social?

“Enterprise Social … An important method for enhancing communication, coordination, and collaboration for business purposes.”

Social is driving a new way of doing businessProductivity is becoming more social

Source: McKinsey Global Institute

Social Productivity Benefits

Companies with sociallyengaged employees see:18%higher

productivity

51% lower turnover

Time spent searching for company information is reduced by 35% using social technologies

Increase engagement through organization transparency

Give everyone a “stake in sales” and improve customer experiences

Empower employees to share ideas and make decisions

One Way to Look at it

The Public Social LandscapeWhy is it so popular?

• Real time information

• Trending topics reflect broad masses

• Mobile• Connect to

anyone• Search

• Network visibility

• Networking• Skills• Timeline• Relevant

content• Job search

• Virtually everything has a video

• Video is worth more than a 1,000 words

• 1 to many approach

• Search• Mobile

• Real time• Links• Day to day• Multi-media• Mobile• Integration• Easy to find

content• Low friction

So … I thought this was about Enterprise Social

Communication

Networking

Training

Finding Experts

Collaboration

All of these are pretty critical to productivity

Enterprise Social ComponentsA collection of capabilities to improve productivity and engagement

Profiles

Activity Stream

s

Tagging

Relationships

Notifications

This isn’t new

• Internet sensibilities drive business strategy– IM– Intranet / Portals–Mobility–Multimedia / HD– Rapidly evolving (updates are very frequent

based on what is working and what isn’t)–More

The Internet often ‘informs’ how businesses evolve

Enterprise SocialConsumer behavior is driving business impact

Millennials will make

up 75%

of the American workforce by 2025

72% of

companies are deploying at least one social software tool

Always on—Consumers usean average of 4 devices every day

20% of online consumers

expect a response within one hour via social media

Business & Consumer

Companies with >1000 employees average more data than the US Library of Congress

>235terabytes

> 1.5B

people around the globe have a social networking account

Inside your business employees want to harness information, connect, engage, and work together in new ways

Outside your business empowered customers have more information and want to connect in new ways

Employees need to extend and connect networks across the firewall to partners and customers

10 Myths about Enterprise Social

1. It is just a Social networking site2. “Social” is only for youth, not for seasoned veterans3. Enterprise social collaboration is a waste of valuable time.4. Enterprise Social Collaboration are not “secure” as e-mails &

legacy applications5. Social Conversations aren’t Legal Records.6. Social collaboration & document management aren’t connected7. It will only suit my IT team since they are more “Savvy”8. Roll-out the tool & the rest will follow9. User-generated content may produce bad or incorrect

information10.Social collaboration activity isn’t going to affect my bottom line

Source: Business2Community

Key ChallengesAligning Enterprise Social to Traditional Challenges

ProcessesCommunication / Collaboration

Knowledge

Challenges

Improving productivity by streamlining how people work

Finding and capturing knowledge

Streamlining processes by connecting people

KNOWLEDGE

Improving access to Knowledge

• Challenges– Information is in peoples heads– Explicit vs. Tacit– Silos

• Opportunity– Discoverable– Long term relevance– Efficiency– Innovation

Source: http://www.anecdote.com.au

Knowledge and the Knowledge Worker

Knowledge is the source of wealth. Applied to tasks we already know, itBecomes productivity.Applied to tasks thatare new it becomesInnovation.

Peter Drucker

Knowledge Worker : one who works primarily with information or one who develops and uses knowledge in the workplace.

“Knowledge is of two kinds: we know a subject ourselves, or we know where we can find information upon it.”-- Samuel Johnson

Why is this important?Lost time = real money

38%

Time lost duplicating work

Spend over an hour per day looking for information

58%

Sources: IDC, Forrester

The Reality of how people workIt’s social already … Just not as connected as it could be

Source: M. Granoveter - 1973

The Strength of Weak Ties

Identifying Experts in the Organization

“If HP knew what HP knows we would be three times more profitable.”

-- Lew Platt – Former CEO of HP

Enterprise Social

• Employee profiles (just like LinkedIn and Facebook)– Go beyond

• Tagging: Folksonomy vs. Taxonomy for skills• Increase visibility of project alignment• Activity streams• Notifications

How can it impact the knowledge challenge?

Put social to work

Get Recommendations

Find what you’re looking for

Uncover Knowledge

A New View Into KnowledgeConnecting the Dots

COMMUNICATION / COLLABORATION

Communication / Collaboration

• Challenges–Methods evolve / Multiple devices– People in multiple locations– Silos

• Opportunity– Communication in context– Discoverable– Engaging remote employees– Flatting the org

1990

1995

2000

2005

2010

2015

1980

1985

Cell phone Internet Mobile apps

Evolution continues

Instant messaging

Social apps

Email

Communication Evolution

Why is this important?Because mobile and distributed workforces are happening

Of US consumers have at least 4

devices

50%

Sources: IDC, Forrester

Nearly 80% of workers spend at least some portion of their time working out of the office

80%

Distributed / Mobile Workforce

Enterprise Social

• Find and Connect• Communicate in context• Video• Communities for teaming• Real-time dialogue• Application integration

How can it impact Communication and Collaboration?

Instant Messaging and Presence (IMP)

Multi-party meetings /Video / content sharing

Mobile Experience

One Viewpoint

• Easily see who is online• Instant messaging while on the phone to

experts• Shorten lifecycle of communication• Adding people to meetings / calls is easy …

“just drag them in”• Ease of use• Easily escalate to desktop to video based on

flow of interaction• Federation with partners and customers• Multitasking – picking up time during lost time• Actually can get more done versus slugging

through email

Mythbusting

The Value of Information

• Level of interactivity• Topics of interest• Active individuals

Getting perspective on how people interact

Ring the BellCommunicate in Context … Extending the reach of dialogue

Mobile, Desktop, Web etc.

PROCESSES

Processes

• Challenges– Boundaries (geo / time)– Virtual teams– Human to human and System to Human– Structured / semi – structured / unstructured

• Opportunity– Improve efficiency– Drive engagement– Improve awareness

A Simple ExampleExtending the reach of communication about Engage registrations

Website Registration

Individual registers to attend on website

Data captured in CRM

Registration information is captured in CRM

Posting is created on Yammer

Registration information is automatically posted on Yammer

Employee EngagementCompanies with socially engaged employees see:

Higher productivity

Lower turnover

51%

Sources: Forrester

18%

New Employee Onboarding

A Bad Onboarding Process

Boss: Hi [insert name]Employee: Hi [boss person]Boss: Here’s your deskEmployee: This is a fine deskBoss: I’ve got to head to a meetingEmployee: okBoss: Let me know if you need anythingEmployee: Uh … I have some questio … where did he go?

Creating a Social Onboarding ProcessImproving Employee Engagement from day 1

Create a Personal site for them

Prompt them to fill out their profile

Notify team

members

Suggest people to

follow based on similar profiles

Automatically add them to groups /

communities based

on role and skills

In addition to all the other things that go into onboarding a new employee (setting up computer, account etc.)

IN CONCLUSION

Enterprise Social Impacts Productivity

ProcessesCommunication / Collaboration

Knowledge

Challenges

Improving productivity by streamlining how people work

Finding and capturing knowledge

Streamlining processes by connecting people

Things to Consider

• Assess your culture• Empower your employees• Think about your … onomy (folks / tax)• Provide guidance “This is how we collaborate

on projects”• Evaluate and analyze what is working and

what is not• Leverage the data from the activity to

determine effectiveness and pivot

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Thank You!