#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
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!