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A business-anthropological look at changes to the organizational due to social business and collaboration. Presented at http://socialbusinssforum.com in Milan 2012
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© 2012 Rawn Shah
OrganizatBu
sines
sSocCan Social Business Reshape the Organization?
Rawn Shah Strategist@rawn
Re sh ap e
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
TwitterForbes Blog
LinkedInGoogle+
025
5075
100
Where You Can Find Me
Book Social Business General
@rawn
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
1904 World’s Fair – St. Louis, Missouri, USA
The Palace of ManufacturesThe Palace of Manufactures
Max Weber Max Weber The Protestant Ethic The Protestant Ethic
and the Spirit of Capitalismand the Spirit of Capitalism
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Has the West lost
its Work Ethic?
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Is ‘Hours Worked’ an indicator of Work Ethic?Is ‘Hours Worked’ an indicator of Work Ethic?
Hours Worked per Year in the West and the East, 1950–2009
Sour
ce: N
. Fer
guso
n, C
ivili
zatio
n +
The
Con
fere
nce
Boa
rd, T
otal
Eco
nom
y D
atab
ase
2012
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Image: courtesy Fiat official pictures on Autoblog, http://www.autoblog.com/2011/11/16/2012-fiat-500-abarth-brings-accessible-italian-performance-to-am/
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Image: Gongchang Worldwid Factoris, http://www.gongchang.com/Cast_iron_ingot-dp12952980/
CrushingPulverizing
Melting
CuttingMilling
Polishing
AssemblingPackaging
Warehousing
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Back whenBack when
Men woreMen woreStovepipe TophatsStovepipe Tophats
Women wore Women wore
Corsets & BustlesCorsets & Bustles
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
So, How might the Organizational model
change?
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
SystematicWorkflow Best
Practices
Silos
Specialization & Focused to Function
Repetitivepredetermined
Workload
Production Goals & Quantity
“Predictableand Planned”
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
PragmaticTask focused Versatile
Ideas
Cross-functional
Multi-disciplinary
Non-repetitiveVariable
Workload
Evolving Goals & Quality
“Change is Omnipresent
and Continuous”
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
"Knowledge worker productivity demands that we ask the question: "What is the task?"
—Peter F. Drucker
Source: Drucker, Management Challenges for the 21st Century, Butterworth-Heinemann, Oxford, 1999Drucker, Managing for the Future, Butterworth-Heinemann, Oxford, 1992
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Connect Learn
Organize Respond
Decide Optimize
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Connect
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
““One of the great paradoxes of the revolution now being called “social business” is the near total lack of participation by the corporate group (IT) that led the last great corporate revolution.””
- Paul Gilin, BtoB Magazine, - Paul Gilin, BtoB Magazine, May 23May 23rdrd 2012 2012
Source: Paul Gilin, CIOs squander social business opportunity, May 23rd 2012 http://www.btobonline.com/article/20120523/SOCIAL/305229989/cios-squander-social-business-opportunity The Economist Intelligence Unit, Pulse Point Group, The Economics of the Socially Engaged Enterprise, March 2012 http://www.pulsepointgroup.com/staging.pulsepoint/wp-content/uploads/2012/03/AP-Presentation-3_22_12-final.pdf
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Market Market CommunicationsCommunicationsDepartmentDepartment
The New Social Selling / MarketingThe New Social Selling / Marketing
MarketMarketCommunicationsCommunicationsIndividualsIndividuals
Leads & CustomersLeads & Customers
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Three Myths about What Customers Want1. Consumers Want to have a Relationship with your Brand2. Interactions build Relationships3. The More Interaction the Better
Source: K Freeman, P Spenner, A Bird, Three Myths about What Customers Want, Harvard Business Review, May 23, 2012, http://blogs.hbr.org/cs/2012/05/three_myths_about_customer_eng.html
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshahImage Source: IBM Collaboration Sales. – iSocial Planner for CMOs app
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
SalespeopleSalespeople
Market CommunicationsMarket CommunicationsDepartment or IndividualsDepartment or Individuals
MarketMarketCommunicationsCommunications
individualsindividuals
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
IBM Institute for Business Value study: “Today’s CMO: Innovating or Following?”
3M Australia: Corporate character grows more critical in the networked age…
‘Every employee has become a touch-point for the brand’
“We want employees to be excited about the company’s values and history as an innovator, so they can be a constant touch-point for the brand essence.”
“Please take this to your relationships outside the
company”
Employers leveraging “Beyond-the-Employer”Professional Social Networks
Source: IBM Institute for Business Value, “Today’s CMO: Innovating or Following?”, 2011, http://www-935.ibm.com/services/us/gbs/thoughtleadership/ibv-cmo-prestudy.html
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
It is easier to
Redirect
Lightning than
to Generate it
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
AnyoneAnyone in the Organization in the Organization
Market CommunicationsMarket Communicationsor or Other DepartmentsOther Departments
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
IT / computing
access
Working withRemote
coworkers & employees
Computerization of Job tasks
Work-related Stress management
Workload exceeds
the workday
Workingacross timezones
Social networks of contacts
Blogging or freelance writing
Participation in online
communities
Crowdsourcing / Collective Intelligence
Live events, meetings
Your Location dataCo-working and
shared physical spaces
Personally-owned
devices at work
Central Issue: “Please bring your
life to work”
Central Issue: “Please take your work
home”
Personal Life
Work Life
Personal Life
Work Life
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Personal data from online activity creates [a] new asset class touching all aspects of society
Need an End user-centric view of transparency, trust, control, value
Juggling priorities and loyalties – to employer, to self, to communities
New Assets, New Skills
Personal Data: The Emergence of a New Asset ClassWorld Economic Forum 2011
Future Work Skills 2020Institute for the Future + Univ of Phoenix Research Institute, 2011
Source:World Economic Forum, “Personal Data: The Emergence of a New Asset Class”, Jan 2011, http://www3.weforum.org/docs/WEF_ITTC_PersonalDataNewAsset_Report_2011.pdf Institute for the Future for the University of Phoenix Research Institute, “Future Work Skills 2020”, Apr 2011, https://www.phoenix.edu/research-institute/publications/2011/04/future-work-skills-2020.html
To keep pace, increasing need for frequent of task & context-switching and cognitive load management
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
Learn
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshahImage Source: Rawn Shah
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
How do you Change the
Organization model
in a dynamically
shifting world?
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
Decentralize to Empower Leadership & Responsibility
ControlControl
Cen
tral
izat
ioC
entr
aliz
atio
nn
KnowledgeKnowledge
Soft Power Soft Power & Influence& Influence
Transparency &Transparency &AccountabilityAccountability
Multi-point touchesMulti-point touchesShared ResponsibilityShared ResponsibilityRelationshipsRelationships
Dec
entr
aliz
atio
Dec
entr
aliz
atio
nn
Socialize and ShiftSocialize and ShiftProcessProcess
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
“We made our employees part of a highly transparent decision making process
..shifted to pride and excitement about being open on Sundays for our customers”
- Wendy Arnott,VP of social media & digital
communications, TD Bank Group
Case: How to extend Banking hours to Sunday
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
2005-2010 Revenues increased 3400%
Client Info Center:
“TRANSPARENCY is the key driver”
Case: How to Continue Revenue momentum
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
Enhance the Edge
Improve simple tasks on the
edge of business
Embed intothe Flow
Encourage more people to
move it into their core work
flow
Recenterthe tasks
Focus on social qualities: trust, engagement,
transparency, co-ownership
ZoomOut
Examine the overall process
and other related
processes
Shift theBig Picture
Restructure related business
functions and ownership of
responsibilities
Changes to Processes & Workflow
© 2012 Rawn ShahSocial Businss Forum 2012 -- http://slideshare.net/rawnshah
“As we think of power in the 21st century, we want to get away from the idea that power’s always zero sum — my gain is your loss and vice versa.
Power can also be positive sum, where your gain can be my gain.”
-- Joseph Nye
““Soft Power”Soft Power”
Source: TED.com http://www.ted.com/talks/joseph_nye_on_global_power_shifts.html
Changes to How we Motivate People
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshah
1904 World’s Fair – St. Louis, Missouri, USA
The Palace The Palace of Electricityof Electricity
Work on the productivity of the knowledge worker has barely begun… [We are] roughly where we were in the year 1900 in terms of the productivity of the manual worker.
Nevertheless, we already know infinitely more about the productivity of the knowledge worker than we did then about that of the manual worker
— Peter F. Drucker
© 2012 Rawn ShahSocial Business Forum 2012 -- http://slideshare.net/rawnshahBusin
essSoc
Rawn Shah Strategist@rawn
Re sh ap e
Re sh ap es Organizations