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What goes in to creating exceptional work and web experiences in a social business? It goes far beyond a simple “build it and they will come” mentality. Through the use of collaboration tools, enterprises can engage workers, drive innovation, find efficiencies, mobilize workforces, empower leaders and much more.
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Collaboration ExcellenceStrategies for Enabling a Social Business
Presented by:
Michael PorterJonathan Distad
About Perficient
Perficient is a leading information technology consulting firm serving
clients throughout North America.
We help clients implement business-driven technology solutions that
integrate business processes, improve worker productivity, increase
customer loyalty and create a more agile enterprise to better
respond to new business opportunities.
PRFT Profile
Founded in 1997
Public, NASDAQ: PRFT
2009 Revenue of $188 million
18 major market locations throughout North America— Austin, Chicago, Cincinnati, Cleveland, Columbus, Dallas,
Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, Philadelphia, San Francisco, San Jose, St. Louis and Toronto
1,400+ colleagues
Dedicated solution practices
~450 enterprise clients (2009) and 85% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards
Perficient brings deep solutions expertise and offers a complete set of flexible services to help clients implement business-driven IT solutions
Our Solutions Expertise & Services
Business-Driven Solutions• Enterprise Portals• SOA and Business Process
Management• Business Intelligence• User-Centered Custom Applications• CRM Solutions• Enterprise Performance
Management• Customer Self-Service• eCommerce & Product Information
Management• Enterprise Content Management• Industry-Specific Solutions• Mobile Technology• Security Assessments
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Perficient Services End-to-End Solution Delivery IT Strategic Consulting IT Architecture Planning Business Process & Workflow
Consulting Usability and UI Consulting Custom Application Development Offshore Development Package Selection, Implementation
and Integration Architecture & Application Migrations Education
Our Speakers
Michael Porter• Principal for Portal and Collaboration• Perficient, Inc.
Jonathan Distad• Senior Business Consultant• Perficient, Inc.
Don Lewis• Collaboration Program Manager• Blue Cross Blue Shield of Minnesota
Denise Hatzidakis• Chief Technology Officer• Premier, Inc.
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Agenda
Enabling a Social Business
Introductions
What is a Social Business (MP/JD)
Best Practices for Enabling Social Businesses (MP)
Governance & Security in a Social Business (JD)
Case Studies
BCBSMN
Premier
• Questions/Comments
The Problem(s)
• I don’t know anyone in my company• I don’t know what my colleagues are doing• I can’t find information or documentation on a specific
topic• I can’t find anyone who knows anything• The “tools” IT gives me are klunky and hard to use• Working together on tasks is hard
– Prepare a proposal– Prepare for an event– Define requirements– Define standards
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What is Social Software
If only HP knew what HP knows, we would be three times more productiveby Lew Platt, former CEO of HP
Enterprise 2.0 is the use of emergent social software platforms by organizations in pursuit of their goals By Andrew McAffe, Harvard and coiner of Enterprise 2.0
The more social view of KM puts a great deal more emphasis on finding people with unexpected insights, creating a manageable way to keep up with many people and multiple perspectives
By Debra Logan, Gartner
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Components of Social Software
• You can view Web 2.0 as a Toolbox• There are several tools in the tool box, any number of which
can be applicable to a given situation– Blogs– Discussions– Profiles/Social Computing– Rich Internet Applications
• RSS/ATOM– Wikis– Social Tagging and Bookmarking– Mashups– Microblogging– Search– Cloud Computing– REST/WOA
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You should address key tasks
• Base requirements• Architecture of the entire solution• Installation and Configuration
– Don’t forget Single Sign On• Social Analysis
– Identify high performers, brokers, key players, and transformational leaders
• User Interface– Look and feel– What to surface where
• Custom Development• Third party integration• Rollout
Social Analysis
• Small percentage of users will contribute
• Find the SME’s• Find the “hub”
people• Identify communities • Don’t forget, your
company already has a social network
Social Analytics
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The ability to derive insight by analyzing social interactions will be critical. Aside from video, most activity will be around social interactions.
Caron Galvin – Principal Segment analyst IBM
Catherin Lord – Senior Strategist IBM
Rollout: Communications
• Communicate– Timeline– Training– Policies– Your expectations of the users
• Use multiple avenues of communication– Management email– Websites– Meetings– Newsletters
Your people need to be aware of new social capabilities and how to use them.
Rollout Training
• How to build profiles• How to write a blog• How to create a wiki• How to create a wiki entry• How to add comments• How to tag• Social Etiquette 101
Consider:• Videos
– Can be really useful
• Web based help• Forum based help• Training documents• Etc.
Intro to Social Governance
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Jonathan Distad
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Social Business Governance and Security
• We’ve been social and collaborating for a long while – remember when…• Water-cooler• Fax• Voicemail• Email
• Educate the mobile workforce• “We trust you and we want you to be safe”• Show them how and why• Security is not an IT function
• We have systems and policies in place• Extend to Social Software• Policies have to be fluid• The perimeter has changed and will continue to do so• Expand governance committee/stewardship to key business stakeholders
Source: IBM
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New Segments Of Mobile Workers Are Emerging
Social Business Governance and Security
February 2011 “The Rise Of Wannabe And Maverick Mobile Workers”
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What’s Next?
1. Use the governance framework you have and make it more fluid2. Accept the moving boundary of the mobile worker and strive for an
educated worker3. The governance framework itself should be collaborative
1. Bring stakeholders from business, c-suite and other into the loop2. Make the process transparent3. Make the policies readily available – beyond the employee handbook
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1. Envision - Why Now? 2. Execute - How? 3. Evolve - What’s Next? 4. Your thoughts and questions
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“ We can’t hire but our goals are higher.”
“Back office time takes away from face time. Close ratio goes up when face time goes up.”
“ We kill more trees since Notes purging started at 60, now 30 days. People are
printing off copies since e-mail is used as the KM system”.
“Shared drive is an absolute disaster.”
“Everyone thinks they know each other’s roles, but there are different expectations.”
“Conversation by e-mail is dizzying!”
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Why Now?
Social AcceptanceTechnology In-tegrationBusiness Driven
1. Consumers expect/demand consistent customer service across industries
2. Increases internal communications and functionality3. Changes in healthcare forces changes in the business of
healthcare – What about your business environment?
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Nearly all out of the box functionality!
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The 2 year BCBS prep work• Define and set 3 year strategy (Don’t start without a plan)• Recognize business value vs. cost (not ROI or TCO)• Identify gaps (i.e. We needed outside help)• Partner and socialize the plan with the business
Our 3 year plan• Continue with IBM product suite• Along with outside partners - involve all business units, gather needs, set deployment
timeline• Install Sametime, Connections and Quickr• Train, train, train……..adjust, adjust, adjust
How? Yes, you need a good plan! Collaboration Roadmap and Vision
Inst
ant M
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Soc
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Sof
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Collaboration Vision
Collaboration Vision
Collaboration Roadmap
Collaboration Roadmap
Sametime Installation
Collaboration Governance, Roles and Responsibilities
Collaboration Governance, Roles and Responsibilities
Connections POC
Sametime Enablement
Sametime Chat Queue
Install
Connections Enablement
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What’s Next?
Continued business adoption and requirement refinements
External Vision and Roadmap• What tools are needed to touch customers/stakeholders/members?• On or Off premise?• What are core competencies?
What is the future of Collaboration tools?• Continued workforce mobility• Continued focus on retail healthcare• Members demand growth
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Comments and Questions
Michael [email protected]@porteronportal
Jonathan [email protected]@jdistad
Visit our blog: blogs.perficient.com/portalsFollow Perficient on Twitter: @perficient
