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Solving Business Problems Using Enterprise Social Tools

SharePoint Saturday NYCJuly 26th, 2014

Agenda Why Change the Way We Work? Let’s Knock it Out: Customer Success

Program And… Take the Social Journey Together

Why Should We Change?

The Social Work Transformation

First- What Are We Talking About?

Social Networks in general allow individuals to connect with information and with other people who share their interests. These connections occur in an online environment, where the exchange is often written down and preserved for others to later discover. Through Social Networks, we are creating a vast archive of ideas, connections, and conversations.

Enterprise Social Networks yield these same benefits. Within a closed, private network, employees can create for each other a vast archive of business ideas, connections and conversations. Having greater access to information about their role, their project, and their organization allows employees to work more efficiently and to innovate more quickly.

Being social is human nature—people have always discovered ways to connect with each other, share knowledge, make collective decisions, and collaborate to do big things.

Traditional Systems = Silos = Disconnection

• Organizational units traditionally rely on different software applications.

• Sales teams spend most of their time within customer relationship management (CRM) software, while marketing teams are heads-down in graphics design software.

• Finance teams spend most of their time within enterprise resource planning (ERP) software.

• Information is shared between small groups of people with whom you typically work on a daily basis.

Break Those Silos DownPrimarily relying on standalone software applications and on traditional communications platforms prevents information sharing across the organization.

Traditional systems do not allow you to tap into tribal knowledge nor to easily locate expertise across the organization.

By adding a social layer across standalone software applications, and by encouraging group communication primarily through an enterprise social network, organizations can begin to breakdown silos.

Social capabilities must be a natural part of how we work, seamlessly woven into the tools you use every day to get your work done. Social has to be easy, frictionless, and in context.

Millennials will make

up 75%

of the American workforce by 2025

Inside your business employees want to harness information, connect, engage, and work together in new ways

72% of

companies are deploying at least one social software tool

Outside your business empowered customers have more information and want to connect in new ways

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

Consumers are the Drivers of Transformation

Employees need to extend and connect networks across the firewall to partners and customers

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

Enterprise Social Networks ConnectESNs allow you to connect with anyone in the organization, no matter what department they are in or what business application they use.

ESNs enable you to search conversations that have already occurred, and to access others’ expertise and tribal knowledge.

Teams today are overwhelmed

61% of time is spent coordinating collaboration.

INTERNAL Audiences

EXTERNAL Audiences

?

CONNECTED PlatformActive Directory

Empower Employees to AdaptEmployees need internal communications tools that allow them to quickly respond to consumer-driven changes

Productivity loss adds up to 35-50% of your payroll

Employees are disengaged

- Geographically DISPERSED / MOBILE workforce

- Comms – TOP DOWN – to many EMAILS – no FEEDBACK

- Employees are not RECOGNISED / LACK A VOICE

Source: Gallup

18%higher productivity

12%higher profitability

51%lower turnover

Top-Performing Companies Have Engaged Employees

Organizational success with social media is fundamentally a

leadership and management challenge, not a technology implementation.

The Social Organization: How to Use Social Media…Gartner Research

Change is often met with resistance

53% decline in workforce productivity.

COMPANIES PARTNERSCUSTOMERS Employees

Source: McKinsey: What Successful Transformations Share

64%of successful

transformations use social

to engage and energize

the organization through ongoing communication

and involvement.

Successful Transformations Use Social

Source: McKinsey, The Social Economy

Organizations see a

20% to

25%boost in

productivity with social technologies.

From Top-down To Bottom-up

Social: A New Way to Do Business

A highly structured organization is at risk of becoming irrelevant in a quickly changing marketplace…

Gartner estimates that through 2015,

80%

of social business efforts will not achieve the intended benefits due to inadequate leadership and an overemphasis on technology.

http://www.gartner.com/newsroom/id/2319215

Technology

Culture

Transforming Culture Deploying Technology

Gartner, September 2012

Social Enterprise is implemented 80% through organization culture and 20% through technology.”

A Blend Of Both

What Creates Social Success?

Four factors for success

Clarity of vision

Your organization can explain how ESN helps them do their job better.

Integration

The right sources of business data are connected to your Enterprise Social solution.

Sponsorship and participation

Executives and key contributors are committed to driving adoption.

Community management

A proactive, analytics-based approach is applied to engaging users.

The Social Journey

The Social Journey “Working social" is more than just a

newsfeed. It's a journey that fundamentally changes how people work together.  This methodology is designed to help individuals make this transition in the way they do work. Customer-centered approach in which the

value is defined by the customer. Can be completed by any individual,

team, department, or organization. Empowers a shift from working in silos to

working out loud. Creates a ripple-effect that grows the

network over time.

Step 1. Define Your Vision

Why Define Your Vision?Help the customer outline their high-level goals and priorities.

Enables all employees to foresee the value Social Solution will bring to the organization and to them personally

Achieves a clarity of purpose which helps secure buy-in and support

Guide to help identify measures of success

Vision Questions

Why is the organization deploying a Social Solution at this time?

How does the Social Solution support the organization’s Mission / Values / Strategy?

How will Social change the organization? How will the organization know if the Solution is

successful? How will the Social Solution benefit the overall

organization? How will the Social Solution benefit every

employee personally?

Using the answers from these questions, a customer can draft an actual Social Vision Statement.

Example Vision Statement

Social Solution: Reinventing the Way We Work!

• Transparent Communication: A platform to deliver a consistent message and facilitate two-way communication.

• Collaborative Projects: Drive productivity by facilitating cross geographic and functional team project collaboration.

• Shared Knowledge: Increase access to information and the ability to share best practices and learn from each other - peer to peer.

• Inspired Work: Accelerate innovation giving us the agility to meet the needs of our changing business.

Example Vision StatementWe create a safe and open collaboration platform for easy sharing of company data and news between employees to improve efficient execution of our strategies as part of our culture of performance."

One Place for Employees to Learn, Connect and Collaborate."

Example Vision StatementWe’re utilizing the Social Solution to provide a community for the team to:

• Collaborate seamlessly on projects • Reduce duplication of work through better access to

resources• Harness the knowledge and power of our collective group• Stay abreast of changes occurring throughout the team• Learn and grow through intrinsic knowledge consumption• Easily access information and updates from anywhere

Transforming the way our department connects with each other, works together on tasks or projects, communicates with leadership, and streamlines processes for efficiency and clarity.

Step 2. Map to Value

Map to Value Prioritize the ways to

use Social Solutions that support the vision. Brainstorm and explore

potential ways Social Solutions can be used throughout your company

List priorities to focus on initially.

Group into common themes Rank by impact and

complexity

Map to Value By mapping a

Social Solution use to specific business objectives or processes, you can effectively measure success and see tangible business results. 0

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Series3; 9

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99

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Business Value Assessment

Impact

Projects

Impa

ct to

ORg

aniza

tion/

Proj

ect

Step 3. Work Social

Work Social Focus on how the organization will put the

prioritized initiatives for a Social Solution into practice, which we refer to as "user stories."

User stories are simply a defined way of using Social Solutions to accomplish a specific goal or task.

Prioritize 3-5 user stories to start, depending on your resources and goals. They should be: user stories initially identified during the

brainstorming conversations with the organization's key stakeholders.

user stories that started to develop organically as network members continue to grow and adopt the Social Solution into their day-to-day workflow.

A combination of top down, strategic user stories as well as the viral, bottom up use will further encourage participation and engagement across all levels of the business. 

As a job seeker, I want to search for a job, so I can advance my career.

Social Solutions at Work

Demo

Step 4. Drive Success

Steps to Drive Success1. Create Timeline: Develop your launch action plan and assign

responsibilities.

2. Conceptualize Launch Event: A launch date builds anticipation and excitement about the initiatives.  

3. Develop Communications: Comms should be divided into the three different phases (pre-launch, at launch and post-launch) and should focus on ensuring employees understand the “WIIFM?”

4. Prepare Trainings: Members should be comfortable with the solution through basic trainings, and also understand how to use it to perform their specific tasks. 

5. Manage Your Community: Enable Community Managers to inspire and engage the network, through a clear strategy to drive engagement. Identify Power Users and create a community of champions to spread buy-in.

6. Identify Technical Needs: Decide how your employees will be accessing the network and identify any integration needs, mobile needs, as well as ongoing network help and support.

7. Let the users determine what they want: Support them, even if it isn’t what anyone thought it would be.

Drive Success

Drive Success- Change ManagementA thorough change management plan will ensure the long term success of employee adoption and engagement with Social Solutions.

% of engaged users

With adequate user training and on-going communication of Solution’s benefits

Without adequate training and communication

Formal launch

Solutions begin tospread virally People leave

(no value)Preparing for adoption

TimeFree service Premium service

Drive Success- Team The most successful Social Solution rollouts occur

when a committed team of individuals, representing a cross-section of your organization, executes all tasks effectively and on time. IT Specialist: Handles any technical requirements, including

network settings and integrations. These tasks should be completed prior to launch to all employees.

Executive Leaders: Endorse and communicate the Social vision, and legitimize and encourage the Social Solution’s use. Lead by example by directly participating in the Social Solution.

Project Manager: Oversees the network rollout and manage timescales

Community Manager: Manages the day-to-day execution of the rollout, launch and awareness events, and helps create connections and inspiration in the network

Group Leaders: Evangelize the Social Solution within departments, assist with Solution setup and lead by example throughout the prioritized user stories

Step 5. Evaluate, Adapt & Iterate

Evaluate, Adapt & Iterate Create a plan for long term success – to review

achievements, maintain momentum, and adapt to new challenges.

• Evaluate what you’ve already accomplished;• Showcase the successes throughout your organization to gather new interest

and opportunities.• Take best practices from previous achievements and apply them to next

steps.

The ultimate goal is to figure out how to best enable individuals throughout the organization to continue expanding the network and initiatives on their own.

Use Metrics! A thorough evaluation will be a

combination of quantitative network analytics, qualitative success stories, and employee feedback. This helps you check on your network health and reprioritize your initiatives. Utilize the Analytics to quantitatively track

network progress and events over time. Highlight conversations throughout the network

that show business value (hashtags, shares, etc.)

Use employee surveys to see how the solutions have affected their workflows.

Share this information with your company to garner further support and interest.

The Social Journey Recap

David C. BroussardDavid.Broussard@catapultsystems.com

Questions