Social & Collaboration Technologies in Business Projects

© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.

Social & Collaboration Technologies in Business Projects

& Impact to Project Managers

1

SPMI Symposium 2013 9 Oct 2013

Please see Acknowledgements & Notices in second last slide


My Organisation

• Institute of Systems Science www.iss.nus.edu.sg

• Part of National University of Singapore • Support national IT competency development

needs • Faculty of practitioners from industry with

average of more that 15 years experience each • Caters to working IT professionals

– Post-Graduate Programmes – Executive Programmes – Industry Research – Consulting (CMMI, Enterprise Architecture etc)

2

http://www.iss.nus.edu.sg/�


About Myself

Head of ISS Social Business Centre of Excellence TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT, ITIL Expert 20 years of IT management experience

Process Improvement Enterprise Architecture and Planning Application Development IT Operations

Consultancy for private and public sector

Enterprise Architecture CMMI

Goh Boon Nam Chief, New Initiatives Institute of Systems Science

3


Introduction

4


Your Usual Social Technology?

5

https://www.facebook.com/mrbrownlah

https://www.facebook.com/mrbrownlah�

https://www.facebook.com/mrbrownlah�


What about Social for Business?

6

http://lego.cuusoo.com/discover

One Example - Crowdsourcing ->

http://lego.cuusoo.com/discover�


Apply Usual Project Management?

• Assume you were asked to manage a project to implement crowdsourcing for your company

• Would you project manage it like any other normal project?

• Would that achieve project success? – On Schedule – Within Budget – Delivers Business Value

7

http://upload.wikimedia.org/wikipedia/commons/f/fd/Light_Green_Lego_Brick.jpg

http://upload.wikimedia.org/wikipedia/commons/f/fd/Light_Green_Lego_Brick.jpg�

http://upload.wikimedia.org/wikipedia/commons/f/fd/Light_Green_Lego_Brick.jpg�


Key Consideration in many Social for Business Projects

8

Image courtesy of sue_r_b, http://www.rgbstock.com/bigphoto/mhBJWw0%2FHorse+%26+Pond

You can lead a horse to water but you can’t make it drink.

http://www.rgbstock.com/bigphoto/mhBJWw0/Horse+&+Pond�


Agenda

• Introduction What & why of social business • Examples of social business projects • How to project manage social business

projects • How to use social to help in your project

management

9


What and Why of Social Business

10


What is Social for Business (i.e. Social Business)?

• Use of social/collaborative technologies and practices to achieve business objectives (as opposed to individual use)

• The technologies can comprise – Platforms as used by individuals (e.g.

Facebook, Twitter, LinkedIn etc.) – Business internal collaboration platforms (e.g.

SharePoint, IBM Connections etc.) – Custom built platforms – Apps built using platform APIs (e.g. Facebook

API or internal collaboration tool APIs)

11


How Much can Social Benefit Business?

12

McKinsey Global Institute estimates that worker productivity can be increased by

20-25% http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy

http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy�


How and where can Social Technologies Benefit Business?

13 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy




Agenda

• Introduction • What & why of social business Examples of social business projects • How to project manage social business


management

14


Examples of Social Business Projects

15


Example/s for:




Product Development - Crowdsourcing

http://www.ideastorm.com/

http://www.ideastorm.com/�

http://www.ideastorm.com/�


Example/s for:




Operations – Social Demand Monitoring

19

https://twitter.com/HelloMeHippo

Customer help to monitor when shops run out of your company’s product

https://twitter.com/HelloMeHippo�


Operations – Work Distribution via Social Outsourcing

20

https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web%20design/cat-design-multimedia

https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web%20design/cat-design-multimedia

https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web design/cat-design-multimedia�

https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web design/cat-design-multimedia�


Example/s for:





Social Media Marketing (1)

22

The most common form


Social Media Marketing (2a)

23 https://www.elance.com/s/j2ee-profession/job-history/10183/?c=10216&t=1

Social Apps (using Social Platform APIs)

https://www.elance.com/s/j2ee-profession/job-history/10183/?c=10216&t=1�







Social Media Marketing (2b)

24

Social Apps can use your social information …


Social Media Marketing (2c)

25

… as you have agreed


Social Media Marketing (2d)

26

Social Apps can tell your friends that you use (endorse?) a product


Social Market Research

27

http://www.youtube.com/watch?v=6Y9RmvGhQlU

What topics customers are talking about (on social media) in relation to their credit cards?

http://www.youtube.com/watch?v=6Y9RmvGhQlU�


Social Commerce (1)

28

https://www.facebook.com/pages/Tracyeinny/126892414022377

https://www.facebook.com/pages/Tracyeinny/126892414022377�

https://www.facebook.com/pages/Tracyeinny/126892414022377�


Social Commerce (2a)

29 http://www.amazon.com/Project-Management-Lite-Enough-Done-Nothing/dp/1478129220/

Why is Amazon considered social commerce?

http://www.amazon.com/Project-Management-Lite-Enough-Done-Nothing/dp/1478129220/�


Social Commerce (2b)

30

Amazon Customer Reviews – “Buy This Book”


Social Commerce (2c)

31

What Others Bought in Addition – “Buy These Also”


Example/s for:





Social Customer Service (1)

33

Using Twitter instead of phone lines/emails Organisation <-> Customers


Social Customer Service (2) Customers (& Organisation) <-> Customers


Example/s for:





Enterprise Collaboration (1)

36

Following what is happening with other people/projects


Enterprise Work Collaboration (2)

37

Work Collaboration

Tasks

Discussions

Documents

Pictures

Section (Phase)

Goal


Example/s for:




Social Talent Search

39

Organisational Talent Search Using Internal Personal Profiles


Social Talent Search

40

1. Company chooses target audience 2. Appears in your LinkedIn if you match the profile


Agenda

• Introduction • What & why of social business • Examples of social business projects How to project manage social business


management

41


How to project manage social business projects?

42


Characteristics of Social Business Projects

Conventional Project Social Business Project

Mainly transactional process Mainly social/collaborative process

Participants obliged to do their part Participants likely not obliged to take part

Process fixed, repeatable & well defined Likely not a fixed, well-defined process

Clear as which specific individuals do what

Likely not clear as to which specific individuals do what

Functions, once provided, likely to lead to process being carried out as specified and project largely fulfils business objectives

Likely not clear what functions to provide and even if provided, may not lead to process being carried out

43 http://www.modernanalyst.com/Portals/0/images/Swimlane%20Diagram.jpg

http://fingercandymedia.com/wp-content/uploads/2010/11/conversations.jpg

http://www.modernanalyst.com/Portals/0/images/Swimlane Diagram.jpg�

http://fingercandymedia.com/wp-content/uploads/2010/11/conversations.jpg�





How to Project-Manage a Social Business Project?

• Listen to the participants’ conversations & analyse – Rather than simply gathering requirements

• Use agile implementation – Iterative implementation cycles – Each cycle of short duration

• Experiment & make decisions using data – Analytics – A-B Testing

• Manage the online content & community – Community & content are the main

deliverables – The system/platform is just an enabler

44


Listen & Analyse

45

What are they interested in? What are they happy with?

What are they not happy with?


Agile Implementation

46

<1 week to 4 weeks

http://www.certiconglobal.com/sites/default/files/images/imce/scrum.jpg

http://www.certiconglobal.com/sites/default/files/images/imce/scrum.jpg�

http://www.certiconglobal.com/sites/default/files/images/imce/scrum.jpg�


Experiment & Decide with Data

47

Which content did better? The one of the left or the one on the right?


Manage the Content & Community

• Some of the considerations: – Type of content – Timing & frequency – Start the ball rolling

• Questions • Topics that people have differing opinions on • Polls • Contests • Crowdsourcing

– Incentives

48


Type of Content

49

https://www.facebook.com/skittles

https://www.facebook.com/magnumus?brand_redir=1

vs

Not Direct

Direct (“Hard Sell”)

https://www.facebook.com/skittles�

https://www.facebook.com/magnumus?brand_redir=1�


Timing & Frequency

50

Twitter Activity by Time of Day (24 Hr Format)


Start the Ball Rolling

51


Incentives

52

“Badges” – one form of Incentive Which social group do these come from?

http://www.kiasuparents.com/kiasu/forum/viewtopic.php?f=69&t=2074

http://www.kiasuparents.com/kiasu/forum/viewtopic.php?f=69&t=2074�

http://www.kiasuparents.com/kiasu/forum/viewtopic.php?f=69&t=2074�


Agenda

• Introduction • What & why of social business • Examples of social business projects • How to project manage social business

projects How to use social to help in your project

management

53


Using Social for Project Management

54


Social for Project Management

• Whether your project is social or not – Social/collaborative tools and techniques

can help in your project management work

• Some of the ways it can help: – Project team selection – Collaborative document sharing – Concurrent working on documents – Centralised, collaborative project planning,

execution, monitoring and knowledge sharing – Facebook-style page to centrally monitor

updates on all the projects you follow 55


Project Team Selection

56

Similar Concept in Internal Collaboration Tools

LinkedIn Skills and Expertise

http://ilikeorangutans.github.io/assets/images/my-skills.png

http://www.ibm.com/developerworks/lotus/library/profilesextensionconnections301/

http://ilikeorangutans.github.io/assets/images/my-skills.png�




http://www.ibm.com/developerworks/lotus/library/profilesextensionconnections301/�

http://www.ibm.com/developerworks/lotus/library/profilesextensionconnections301/�


Collaborative Document Sharing

57

http://www.youtube.com/watch?v=zEMmqCzmoms

File Sharing and Commenting

http://www.youtube.com/watch?v=zEMmqCzmoms�


Concurrent Document Editing

58

2 Persons Editing a Spreadsheet at the Same Time

Angela

Janice


Collaborative Planning, Execution, Monitoring And Knowledge Sharing

59

( Project Collaboration )

Tasks

Discussions

Documents

Pictures

Section (Phase)

Goal


Facebook Style Project/s “Following”

60

Following what is happening with other people/projects


Summary

61


Recap(1)

• Introduction

• What & why of social business • Social technologies/practices for business

objectives • Estimated productivity improvements of 20-25%

• Examples of social business projects

• Product Development • Operations • Marketing & Sales • Customer Service • Collaboration & Communication • Matching talent to tasks/jobs

62


Recap(2)

• How to project manage social business projects – Listen & analyse – Agile Iterative – Experiment & data-based decisions – Manage the online content & community

63


Recap(3)

• How to use social to help in your project management – Project team selection – Document sharing / Concurrent editing – Collaborative project planning, execution,

monitoring and knowledge sharing – Activity stream for project updates

64


Q & A

65


For Further Information

Please refer to: http://www.iss.nus.edu.sg/ Or email Goh Boon Nam at: [email protected] For courses on Social Business: https://www.iss.nus.edu.sg/ProfessionalCourses/EnterpriseSocialBusiness.aspx

66

http://www.iss.nus.edu.sg/�

mailto:[email protected]�

https://www.iss.nus.edu.sg/ProfessionalCourses/EnterpriseSocialBusiness.aspx�




Thank you

67