Taking the Training Wheels Off Social Software
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The Shift From Sharing To Getting Work Done Over the last few years employees have slowly grown accustomed to using social software at work. Actions such as posting status updates, sharing links to web sites and publishing personal blogs have provided great starting points for getting people engaged, but now it's time for employees to start using social software to help Get Work Done. In this session we'll discuss the growing trends of using social tools for task/project management and integration of social elements into core-businesses process. You'll hear how departments such as Human Resources, Marketing and Support can use social technologies to improve the way people work. Topics will include social/workforce analytics, social media monitoring, mobile devices and gamification. It's time to take social software from a tool for sharing to a key contributor of company success. Presented at E2Conf Boston by Alan Lepofsky and Yvette Cameron of Constellation Research
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Taking the Training Wheels Off Social Software
- 1. Taking The Training Wheels Off Social Software The Shift From Sharing To Getting Work Done! June 2012! Alan Lepofsky! Yvette Cameron! VP and Principal Analyst! VP and Principal Analyst! @alanlepo! @YvetteCameron! © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 2. We’re not promo+ng specific vendors Why didn’t they men/on me? h<p://www.flickr.com/photos/jeffweston/2572155331 2 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 3. What We’re Going To Discuss Today Sharing, Transparency, GeQng Work Done Discovery Core Business Processes SOCIAL © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved. 3
- 4. Enterprise Software Is Different 4 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 5. “We need a social business strategy” h<p://www.flickr.com/photos/renedepaula/4473232892/ h<p://www.flickr.com/photos/renedepaula/4473232892/ 5 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 6. “We need a plan to augment our sales, marke/ng and support processes to meet customer expecta/ons.” h<p://www.flickr.com/photos/neonman/2693639551 6 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 7. The Future Of Work A confluence of trends are combining to improve the way people work People Process Moving beyond the org chart Internal groups “Social” is connec/ng Business & External communi/es People processes (CRM, HCM, etc.) Work is more transparent Recogni/on/Reputa/on is built in New user experiences Mobile Access Analy/cs / Big Data Applica/on Stores Cloud / In-‐Memory Industry Standards Technology 7 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 8. There Is Value In The Low Hanging Fruit • Status updates • Sharing links • Asking ques/ons • Documenta/on • Blogs • Community 8 h<p://www.flickr.com/photos/iancarroll/4856006353/ © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 9. Connect People With The Right… You Communities Colleagues Content 9 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 10. Increased Engagement - The New Verbs 10 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 11. But the goal is not just sharing… it’s GeQng Work Done 11 h<p://www.flickr.com/photos/didmyself/6530389351 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 12. The New Mantra… “Integrate social into core business processes” Yes! But what does that really mean? h<p://www.flickr.com/photos/gre/130267790/ 12 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 13. Business Process Unstructured Structured Sales Human • Status Updates Resources • Sharing Marke/ng Supply • Q&A Chain • Excep/on Handling Engineering Support/ • Exper/se Loca/on Service Learning h<p://www.flickr.com/photos/generated/501445202 h<p://www.flickr.com/photos/kyknoord/5333012356 13 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 14. How Are “Social” Features Implemented? Embedded Experiences Maturity Model Examples: experiences Embedded Level of interac<on provided 3 4 1. Streams with links 2. Widgets or embed code that can be added to other sites/tools to other systems Provides links 3. Streams with ac/ons 1 2 4. Social interac/ons accessible inside other sites/tools/mobile Variety of access methods Services can be integrated in it, or Both it can be integrated in other services © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 15. Level 1 Stream Level Integration Can help informa/on CRM reach a broad audience Enables discussion Typically just links, not embedded objects ERP Context is lost, as comments are not part of the system of record Contributes to HR informa/on overload h<p://www.flickr.com/photos/smithser/3870653508/ 15 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 16. Level 2 Embedding Streams In Other Sites • Intranet • Blog • Webpage 16 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 17. Level 3 SAP Business Intelligence & StreamWork 17 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 18. A ShiJ Is Taking Place 18 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 19. Integra+on Inside Core Business Applica+ons Does not broadcast to a large audience Informa/on is in context with task No addi/onal tool to use Content is not mixed with other content h<p://www.flickr.com/photos/atoach/6014917153/ 19 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 20. Level 4 Ex: SAP CRM and StreamWork 20 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 21. Level 4 Integration With Invoicing Collabora+on + CRM + Task Management + Invoicing Video: h<ps://www.youtube.com/watch?v=cDNl91C9NcI 21 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 22. Level 4 Collaboration In Context 22 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 23. Level 4 Redefining Customer Engagement Lifecycle 23 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 24. Level 4 Social Media Monitoring & CRM 24 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 25. Can It Happen in HCM? • Recrui/ng • Onboarding • Performance & Alignment • Learning & Development • Coaching & Mentoring • Recogni/on & Rewards • Internal Mobility • Workforce Planning & Analy/cs 25 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 26. Talent Social Talent Ge`ng Work Done Management Management AUract & Acquire Develop & Mobilize Oracle Taleo Emerald Ssw XPress HR Dovetail Saba Smashfly SumTotal Iden/fied HRSmart ONBOARDING Topyx Outstart CAREER / MeshHire Silkroad Cornerstone Bloomfire Kenexa LEARNING MOBILITY Startuply RECRUITING Enwise n (Infor) Badgestack UpMo Halogen iCIMS Zapoint Blackboard Talemetry Jobvite Lumesse Cornerstone SuccessFactors Jobs2Web (SuccessFactors) PageUp People HireHive SUCCESSION, CSOD SocializedHR TALENT REVIEWS Workday Oracle Halogen Saba Asana Teamly Achievers Zoho Podio Globoforce Saba Ul/mate Peoplefluent PROJECTS / TASKS 7Geese Oracle IBM/Trilogv Basecamp Workday Saba Prodic/vely WorkSimple CoWorkers Kapta Systems Small FEEDBACK, Globoforce Fellowstream GOALS Rypple (SFDC) WorkSimple Improvements REWARDS, Rypple (SFDC) Ul/mate RECOGNITION CubeVibe CubeVibe PERFORMANCE Engage & Align Measure & Reward Vendor inclusion in this lis/ng does not necessarily equate to market leadership 26 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 27. Routes to Getting Work Done Integrated + Niche/Na+ve + + + Suite/Na+ve Vendor inclusion in this lis/ng does not necessarily equate to market leadership 27 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 28. Native Social within Niche Solutions 28 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 29. Integrated with Social / Social Apps + + 29 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 30. Native Social Collaboration within the Suite 30 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 31. h<p://www.flickr.com/photos/didmyself/6530389351 31 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 32. Are you unsure of what to do next? h<p://www.flickr.com/photos/theevilmightyf/2717934672 32 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 33. Social Task Management 33 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 34. Social Task Management examples Standalone Integrated Na/ve Personal task managers Resource management + Outliers like LiquidPlanner + + Vendors listed does not necessarily equate to market leadership 34 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 35. Simple Task Assignments 35 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 36. Stand-alone Task Management • Project/Milestones • Assignments • Commen/ng / Liking / Sharing • Repeats • Dashboards / No/fica/on • Templates • Analy/cs 36 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 37. Integrated With Social Software • Now more people can see the task, and par/cipate in the events around it. © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved. 37
- 38. Core Platform Feature • Integrated directory (people and groups) • Link to pages/files • No context switching © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 39. Core Platform Feature 39 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 40. Resource Planning/Management Tools 40 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 41. What’s Next for Social Task Management? HR: Finance: Performance/ Invoicing/Payment Recogni+on/Reward h<p://www.flickr.com/photos/didmyself/6530389351 h<p://www.flickr.com/photos/teegardin/5737823348/ 41 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 42. Where To Next? h<p://www.flickr.com/photos/visualpanic/ 2695165112 h<p://www.flickr.com/photos/visualpanic/2695165112 42 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 43. The Next Genera+on Marke+ng Experience h<p://www.flickr.com/photos/pulpolux/335754959 43 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 44. Next Genera+on Commerce/Payments h<p://www.flickr.com/photos/29487767@N02/3338900345/ 44 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 45. Let’s Review • “Sharing” and/or unstructured processes are a great star/ng point for social features/benefits • It’s /me to start using social in areas that provide more value, such as the core business process that can help people Get Work Done • The way social features are implemented/integrated can greatly influence their impact/success • Social Task Management can help people Get Work Done h<ps://www.flickr.com/photos/aaronknox/5237937436 45 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 46. Thank you Alan Lepofsky @alanlepo Yve<e Cameron @Yve<eCameron San Francisco |Andalucia| Belfast |Boston |Brussels | Chicago | Colorado Springs | Cuper/no | Cyprus | Denver| Geneva | Irvine | London | Los Angeles Madrid | New York | Pune | Sacramento | Salt Lake City | Santa Fe | Santa Monica | Sea<le | Sedona | Sydney | Tokyo | Toronto | Washington, D.C. © 2010 -‐ 2012 Constella/on Research, IInc. All rrights rreserved. – 2012 Constella/on Research, nc. All ights eserved. www.ConstellationRG.com
- 47. Customer Relationship Management" " Customer Experience" " Social Marketing h<p://www.flickr.com/photos/mytudut/5188623575/ 47 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 48. Customer Relationship Management Inside your company ques/on/comment CRM Enterprise profiles Collabora/on tools Customer Service Marke/ng response 48 © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
- 49. © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved. 49
- 50. Social Media Monitoring Maturity Model CRM/ Customer Stand Alone Collabora+on Marke+ng Service • View dashboard and • Broadcast events • Map to contact info • Sophis/cated assignment reports into Ac/vity Stream about the customer, rules to route events to • Respond yourself or • Discuss event access conversa/on the right agent with the manually assign tasks internally before history, purchase right priority to colleagues public response history, etc. • Determine the right • Not scalable • Integra/on with • Use history to response channel (email, knowledge bases determine response chat, phone, etc) based • No context about priority, message on rules and customer the customer content, offers, etc. history • Limited integra+on • Service Level Agreement with the Customer (SLA) management to Service Reps and help ensure responses business processes occur within specific around customer /meframes support © 2010 -‐ 2012 Constella/on Research, Inc. All rights reserved.
Notes de l'éditeur
- The image is being used via Creative Commons: http://www.flickr.com/photos/prawnpie/150930019
- The image is being used via Creative Commons: http://www.flickr.com/photos/jeffweston/2572155331
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- The image is being used via Creative Commons: http://www.flickr.com/photos/neonman/2693639551
- The image is being used via Creative Commons: http://www.flickr.com/photos/iancarroll/4856006353/
- So, discovering information about people is nice, but now start to layer in what those people are doing.What they are reading or writing.Questions they are asking.Ideas they are sharing.Photos and videos.
- With all these people creating all this content, we need ways to interact with it all, which leads to what I call “the new verbs”The new verbs are actions like bookmark, like, +1, share, retweet.These actions make it simple to put your stamp of approval on objects, inform the owners or creators that you approve.These simple gestures make it easy for people to get a sense of what is popular and what is now.For example, a blogger can now easily tell which posts people liked and shared with others.You don’t get that type of social analytics with email!
- The image is being used via Creative Commons: http://www.flickr.com/photos/didmyself/6530389351
- The image is being used via Creative Commons: http://www.flickr.com/photos/gre/130267790/
- The image is being used via Creative Commons: http://www.flickr.com/photos/kyknoord/5333012356The image is being used via Creative Commons: http://www.flickr.com/photos/generated/501445202
- The image is being used via Creative Commons: http://www.flickr.com/photos/smithser/3870653508/
- The image is being used via Creative Commons: http://www.flickr.com/photos/atoach/6014917153/Walled gardens are not necessarily bad.Work gets done in enterprise applications, despite being “silos”. Sales gets done in sales toolsMarketing gets done in marketing toolsDevelopment gets done in development tools, etc.Let’s add social to those, not that to social
- https://www.youtube.com/watch?v=cDNl91C9NcIhttp://www.aug.st/ August Video Production (South Africa) - Francois BothaIntegrate customer records (CRM) + project status (tasks) + invoicing
- Redefining Customer Engagement Lifecycle
- Used under creative commons: http://www.flickr.com/photos/shawdm/820926627/
- The image is being used via Creative Commons: http://www.flickr.com/photos/didmyself/6530389351
- http://www.flickr.com/photos/theevilmightyf/2717934672
- http://www.flickr.com/photos/teegardin/5737823348/http://www.flickr.com/photos/didmyself/6530389351
- The image is being used via Creative Commons: http://www.flickr.com/photos/visualpanic/2695165112
- The image is being used via Creative Commons: http://www.flickr.com/photos/pulpolux/335754959
- The image is being used via Creative Commons: http://www.flickr.com/photos/29487767@N02/3338900345/
- The image is being used via Creative Commons: https://www.flickr.com/photos/aaronknox/5237937436
- The image is being used via Creative Commons: http://www.flickr.com/photos/mytudut/5188623575/
- Gambit of services from social media monitoring, to external communities, to marketing campaign management, to analytics, to full customer serviceStartups to huge vendorsIBM = Cognos and UnicaSalesforce = Radian6Oracle = RightNowSAP = NetbaseHP = Autonomy