Social networking in your enterprise

Running a successful pilot

Bert Jan

van der Steeg

@bertjanvdsteeg

http://nl.linkedin.com/in/bertjanvandersteeg

facebook.com/bjvds

SharePoint

Consultant

Trainer (MCT)

Social Business

Implementation

SharePoint

Competence Center

Current projects:

You’re a <fill in the blanks here> and

you’ve been tasked with implementing

an enterprise social networking solution

in your company. You’ve gathered

relevant information and you’re ready

to get started. But where? And how?

Question 23

show of hands

Is implementing

or is planning to

implement

show of hands

ready, we’re

donenot planning investigating

implementing

as we speak

planning to

implement in

near future

agenda

Definition. What are

we talking about

here.

what

Context. Goals.

Benefits.

why

Implementing.

Evaluating.

how

Using an activity

stream instead

of e-mail to

communicate

Facebook

for the

enterprise

What

social

business

[ working out loud ]

enterprise

social

networking

social

collaboration

enterprise

2.0

The strategic application of

social computing to

enterprise challenges

(Dachis Group)

Nothing

endures

but changeHERACLITUS

Social business is what

companies need to

become, not a description

of an incremental feature

or business function.

trusted

source

reputation

pride in a digital world

sense of belonging

empowered

accomplished motivatedlearn 90% from

experience and others

disruptive

How we

communicateFrom point-to-point to social

How we

organizeHierarchies to communities

How we

createCentral output to peer output

Were value

comes fromHierarchies to networks

1 Anyone can participate.

2 Create shared value by default.

3 While participation is self-organizing, the focus is on business outcomes.

4 Enlist a large enough community to derive the desired result.

5 Engage the right community for the business purpose.

6 Participation can take any direction. Be prepared for it, and take

advantage of it.

7 Eliminate all potential barriers to participation. Ease of use is essential.

8 Listen to and engage continuously with all relevant social business

conversations.

9 The tone and language of social business are most effective when they're

casual and human.

10 The most effective social business activities are deeply integrated into the

flow of work.

The Ten Tenets of Social Business*

Dion Hinchcliffe, Peter Kim, Social Business By Design

social businessso

cial m

ed

ia m

ark

eting

soci

al p

rod

uct

deve

lop

ment

soci

al cu

sto

mer

care

soci

al cr

m

soci

al b

2b

Why

Social business for the sake of social business is stupid

human

heard

happy

Sharing

is OK,

man!

emotions are key to human productivity

92%employeessatisfied with their job

only

14%

have an emotionalrelationship to their work

are moreinnovative 200%

41% with less sick days

engaged employees

people who care are more productive

it’s not a straight line

expressing emotions

recognizing emotions

badgelikeattention social KPI

follow

smile digitallyread a face

digitally

sentiment

innovation

management

break

information

silos

corporate

comms

decrease time

to market

easier access

to knowledge

expertise

discovery

improve new

hire

onboarding

process

mobile

workforce

enablement

rewards

&

recognition

championspeo

ple

adoptionstrategy

business goals

reward

reputation

executive

sponsoring

change

Benefits of Enterprise 2.0

18%

28%

29%

40%

41%

44%

52%

60%

77%

0% 10% 20% 30% 40% 50% 60% 70% 80%

INCREASED REVENUE

INCREASED # OF SUCCESSFUL INNOVATIONS

REDUCED TIME TO MARKET

REDUCED OPERATION COSTS

INCREASED EMPLOYEE SATISFACTION

DECREASED TRAVEL COSTS

INCREASED SPEED OF ACCESS TO EXPERTS

REDUCED COMMUNICATION COSTS

INCREASED SPEED OF ACCESS TO KNOWLEDGE

Source: “The Rise of the networked enterprise: Web 2.0 finds its payday”, McKinsey & Company1598 respondents

How

Email

reduction

Easier access

to people

Dead portal

replacement

Innovation

management

Prepare for the journey

Make a plan

Cre

ate

urg

ency

Form

a p

ow

erfu

l co

alit

ion

Cre

ate

a vi

sio

n f

or

chan

ge

Co

mm

un

icat

eth

e vi

sio

n

Rem

ove

ob

stac

les

Cre

ate

sho

rt t

erm

win

s

Bu

ild o

n t

he

chan

ge

An

cho

r th

e ch

ange

s in

co

rpo

rate

cu

ltu

re

Make it happenConsolidate

Technology storyline

Business storyline

Functional storyline

Culture storyline

Leve

l of

invo

lvem

ent

/ ef

fect

Success-story pattern

Kotter's 8-Step Change Model

#5 It’s not about the technology.(Don’t forget about the tech…)

Information architecture

SearchUXCentral Admin

settingsTool mapping

MetadataColumnsContent types

UsabilityWeb partsFeaturesIntegrationEmployee centric social Intranet

Search socialIndex tagsIntegrate with content search

ConfigurationDeployment to webappsScalabilityPerformance

Map functionality to tooling

#4 Deliver Value

By 2014 social networking services will replace email as the

primary vehicle for interpersonal communications for 20%

of business users.*

Understand pain points by business group and fix them,

incorporating fix into daily work flow

Address individual benefit in addition to organizational

benefit

*Source ”Predicts 2010: Social Software is an Enterprise reality”, Gartner

#3 Education

Set up a Help and Resources community where people

can target questions and find videos and docs

Use in-person sessions (and webinars) at launch to

identify evangelists/ambassadors

You don’t have to create everything at the start

Focus on the BENEFITS, not on the technology

Teach execs how they can interact and reinforce

Remember new employees

#2 Communication

Focus on individual BENEFIT

Enlist champions to reinforce specific messages by group

Have fun. Before and after videos. Easter Eggs.

Scavenger hunt. Promotions.

Get feedback and act on it

You’re never finished

Share success stories

#1 Community Managers

Invest in this vital resource

Educate and nurture

For the more important communities,

make it part of their job description

and performance review.

You need a dedicated resource to

nurture, educate, evangelize, and

drive value = Community Evangelist

Measure success

quantitative qualitative

reduced e-mail

number of posts

profile completeness

badges awarded

anecdotes

surveys

employee satisfaction

Not IT drivenMost IT-driven projects failDemand has to come from business

Deliver valueContentCritical mass

EducationHelp and feedback site

CommunicationStrategyRegular follow upChallenge people

Community ManagersGardeners / shepherdsBoth technical and functional contactEncourage and incentivise people to participate.

Q &

A