Enterprise 2.0: It's No Field of Dreams, A CSC Case Study

6/21/10 5045-11_C3 Case Study 1 © 2010 Computer Sciences Corporation

Enterprise 2.0: It’s No Field of

Dreams

Claire Flanagan Director, KM & Social

Collaboration Strategy

Simon Scullion C3 Business Analyst

Collaboration Lifeguard

CSC C3 I CONNECT. COMMUNICATE. COLLABORATE.


Enterprise 2.0: It’s No Field of Dreams


CSC: We Are Different

CSC Locations

Other Client Engagements

2,500 world-class customers — 90 countries — 92,000 employees A TRUE GLOBAL DELIVERY MODEL

INDUSTRY-RELEVANT BUSINESS SOLUTIONS

MISSION-CRITICAL DELIVERY

EXCELLENCE

PLATFORM AGNOSTIC

CLIENT INTIMACY


CSC’s Collaboration Journey

Early Intranet and Distributed

Portals Full Global

Portal CSC Wiki C3 — Social

Collaboration Platform

Integrate Extend Evolve

This is one step of many — it’s part of the journey

CSC C3: Connect. Communicate. Collaborate.


Locating experts and assets

New hire onboard

Intellectual property loss through attrition, use of consumer tools

Silo tools barrier to innovation

Thought leadership

Connect people to people, content, and communities

Business Problem


Business Case to Pilot to Production

Be Credible Do

Homework

Define Goals Establish

Sponsorship

Evaluate Pass Audits

TCO Recommend

Pilot 5th Stage Business

Case

Production SSO, Video

Socialize — Analyze — Audits — Revise

Review Review Review Decide Review

Integrate


June 2008 May 2009 Oct 2009 Today


C3: Connect. Communicate. Collaborate.

Award-winning, enterprise-class, global social collaboration in which employees: •  Connect: Time zones and distance will no longer be barriers

•  Communicate: Share their work, share their thoughts

•  Collaborate: Get work done with others

Finalist 2010

Community Adoption Award Winner October 2009

Internal Evangelist of the Year Award

November 2009



C3 Goes Viral, Global

•  Adoption best practices makes C3 viral –  Pilot limited in duration, not audience –  Plan for the people –  Plan for global scale –  Build business use cases

•  C3 goes global


Group Types

Private 35%

Open 32%

Secret 19%

Member Only 14%

North America 40%

India 20%

EMEA 29%

Asia Pacific 3% Latin America

1% Australia 7%

Geo Distribution


C3 Provides Business Value

Collapsing time and distance barriers to leverage global expertise

Reducing cycle time for proposal development to increase revenue, reduce customer acquisition costs

Greater ease in locating and engaging internal experts

Improved new employee onboarding

Collaborating more broadly to drive process efficiencies



C3 Wins Hearts and Minds

“Proud to be CSC”

“I went from being a skeptic to a convert. It just makes you want to get involved ... which is the origin of a good idea!”

“We can adopt it for useful pursuit of our business objectives. First impression? Excellent.”

“C3 is excellent, it is just what we need to start leveraging the power of the wider organization.”

“C3 will transform CSC because it allows us to overcome silos by creating and working with our own personalized CSC network”



Plan For Success


Plan For the People Adoption Planning


You can’t plan to go viral. “You can’t go viral if you don’t plan well.” Claire Flanagan


Don’t Do

Executives

Taxonomy

Politics/Culture

Fit with Other Tools

Deployment

Staffing

Content

Conversation

Speed to Users

Adoption Best Practices


You can’t plan to go viral. You can’t go viral if you don’t plan well.


Don’t Do

Executives Overlook Find executives to “walk the talk”

Taxonomy Reflect organization chart Allow patterns to emerge

Politics/Culture Ignore Be credible. Listen, learn, adapt

Fit with Other Tools Fail to give guidance Provide “What do I use when?”

Deployment “If you build it, they will come” Plan for adoption; locate advocates

Staffing Think this is another IT tool Staff community manager

Content Launch with a blank slate Seed use cases

Conversation Think just work, no play Provide “watercooler”

Speed to Users Wait to get it perfect Pilot. Deliver early, frequent releases

Adoption Best Practices

You can’t plan to go viral. You can’t go viral if you don’t plan well.



Business Case Planning Seed Launch

Executives X X X

Project Team X X X X

Community Managers (1.5) X X X

Chief Champions (12) X X X

Advocates (100+) X X

Life Guards (150+ growing) X

C3 Adoption Planning

Business Case Planning Seed Launch

Multi-layered Advocate Plan: Top Down, Bottoms Up, Side-Ways



Adoption Planning Engage Fans (Advocates)


Adoption Planning Executives as Advocates


Adoption Planning Seed Use Cases


know each other People work better together when they

on a personal level. “ “

Adoption Planning Watercooler

6/21/10 5045-11_C3 Case Study 21 © 2010 Computer Sciences Corporation h#p://www.flickr.com/photos/jemimagibbons/2844127002/

Adoption Planning Feedback and Transparency


June 2008: Business Case Begins May 2009: Pilot

August: 20K registered users September 2009: Production Contract

February 2010: SSO/Video

June 2010: Jive SBS V4

Other Communities

CSC’s Ecosystem Journey

May 2010: 45K registered users


If You Plan Well, They Will Come!

1.  Be Credible •  Do your homework •  Know the industry, your company,

your culture •  Map project to company strategy

2.  Engage Sponsors •  Talk executive •  Build partnerships with stakeholders •  Locate sponsors to “walk the talk”

3.  Move Quickly •  Speed to users (pilot, frequent releases)

4.  Plan for Adoption •  Select the right tool, plan for scale and make the best first impression •  Locate advocates to go wide, global •  Think top down, bottom up, sideways •  Seed use cases; don’t forget the Watercooler •  Allow collaboration patterns to emerge; self-service

5.  Be Ready to Adapt



Text Cell 1A

Claire Flanagan Senior Manager, KM Director Social Collaboration Strategy CSC Office of Innovation LinkedIn: http://www.linkedin.com/in/cflanagan Twitter: cflanagan

Simon Scullion C3 Business Analyst, Collaboration Lifeguard Collaboration Services LinkedIn: http://es.linkedin.com/in/simonscullion Twitter: sscullion

Photo Credits p. 22 h#p://www.flickr.com/photos/yumtan/2719472932 p. 23 h#p://knowledge.wpcarey.asu.edu/arFcle.cfm?arFcleid=1653 p. 24 h#p://www.flickr.com/photos/jemimagibbons/2844127002


Thank You
