Matthew presents on Veritec's implementation of TIBCO tibbr and how it is a fundamental piece of the Best Place to Work puzzle. He discusses a number of business use cases and how tibbr has improved productivity in their workplace.
Building a Best Place to Work, through social collaboration, tibbr, sydney, feb 2014
1. veritec
BUILDING A BEST
PLACE TO WORK
THROUGH SOCIAL COLLABORATION
Presenter: Matthew Ryan
twitter: @matthewvryan
au.linkedin.com/in/matthewryanveritec/
2. • Technology products and services
firm with a strong professional
services heritage
Who
we are
• Established Dec 2013 as a result of
a corporate
• 70 staff and 30 contractors
• Disconnected consulting workforce
• Spread across clients and locations
• Teams range in size from 1 to 20
• Engagements range in duration
from 2 weeks to 2+ years
• Average age 38. Spread 18 to 60
years old
4. • Too much email!
• Inefficient decision making
Our key
problems
• Mailing List Maintenance
• Many different groups/communities
• Knowledge lost in email
• Practice Group Collaboration
• No CRM
• No way to monitor activity with
clients
9. Decision Making – Effectiveness Curve
Meetings, Synchronous
Good for building relationships only
Effectiveness drops dramatically as
numbers rise.
Effectiveness
& Efficiency
TIBBR, Asynch
Good for conversations,
Decisions. Scales well with
more people
Email, Asynch
Good for shouting!
0
3
6
9
12
15
18
21
24
People in the conversation
27
30
33
23. Talking Points
Our Implementation
Executive Decision Making Problem
•
•
•
•
•
Was not perfect
We made mistakes with early adoption
We did control the information architecture
We did use specific business use cases
Our Adoption
•
•
•
20% active contributors, 50% comment and like, 30% read only
Now an essential part of our organisation
Rubber hits the road when habits are formed to visit tibbr like
emaiil or voicemail and staff turn off email notifications
•
•
•
The email problem
•
Impossible to sort the important from the not important
•
Impossible to sort the urgent from the not urgent
•
Unable to unsubscribe from the “reply all” hell
•
Email is growing exponentially
•
Productivity falling as a result of more email
•
Email apathy! The important messages get lost in the noise.
•
Email is a poor medium to host a conversation
•
Email is a push mechanism
Email post tibbr
•
Evidenced by less email
•
Conversations are better in social
•
Staff can control how information comes to them
•
Can un-follow a subject if loose interest
•
Can change digest for less important subjects to less frequent
•
Can follow important subjects
•
Conversations are structured by subject and conversations grow
over time stay in that structure
•
More Executive we have the harder it is to get
them in the same room to discuss an issue and
make a decision
Email just a poor mechanism to have a
conversation
No formal way to record the outcome in a way
that could be passed to staff for implementation.
Tried survey tool to capture the vote on an issue
but many times more information was required
by the executive or points needed to be
discussed or expanded.
Survey tool did not allow an executive to change
their position as more information was exposed.
Executive Decision Making Post Tibbr
•
•
•
•
•
Quicker with a better outcome
Poll feature allows us to pose the question
Conversation is free to occur about the question
being asked
Executive can elaborate on their simple poll
response if they feel the need
Organising events becomes much easier
Building Engagement (which beer)
•
•
•
•
This sort of thing would do the rounds via
email, usually to a group email list that you
could not unsubscribe from.
Noise to some, Important to others
Supportive of our culture
Transparent and engaging
24. Talking Points
Knowledge Sharing Problem
•
Had no way for communities of practice to have
conversations about IP development
•
Had no way for communities to come together other than
through email
•
No way for communities to form and unform
•
No way to persist those conversations
•
Email is point to point
•
Relies on sender knowing who should be in the address
block, which means you either miss the opportunity to have
the right people contribute.
•
Or the sender sends the request for knowledge to a mailing
list or worse everyone@veritec.com.au
•
Replies to knowledge requests do not persist
•
Not accessible by others
•
80% of knowledge is Tacit. It is in the heads of our people
and is never codified or captured as formal artefacts.
Knowledge Sharing Post Tibbr
•
Supports access to Tacit knowledge
•
Helps organise information into subjects
•
Consultants follow the subjects they are interested in
•
Does not rely on someone knowing to talk to
•
More productive workforce
Wbat’s Next
•
Following business events in our line of business systems
•
Contract about to exceed its $$
•
Birthday of a staff member
•
Invoice issued to a client
•
Receivables now 90 days for an invoice
Too many mailing list problem
•
•
•
•
•
•
•
Too many lists
No idea who is on them
Staff did not know how to subscribe to the them
Did not know how to unsubscribe to them
Reply All still applied
Too much email noise with no control over how to
receive message from mailing lists
Overhead for the support team in keeping the lists up
to dateead for ICT team in keeping the lists up to date
Mailing list post tibbr
•
•
Single list for important announcements
everyone@veritiec.com.au
External facing email aliases which go into structured
systems
The CRM problem
•
•
•
No CRM
I did not think people would use it even if we had one
Wanted to see if we could use tibbr to capture
intelligence about our clients
The CRM solution
•
We still don’t have a formal CRM
•
We use our practice system for structured data
•
Tibbr has become the place where client care, client
intelligence and client needs are posted and
discussed.
•
Simple to do
•
Highly accessible
•
Low barriers to adoption
Notes de l'éditeur
Email was killing meImplemented in 2012Not the best rolloutStarted with simple use casesContinued use and improvement over 2013
So Much NoiseImpossible to sort the important from the not importantImpossible to sort the urgent from the not urgentUnable to unsubscribe from the “reply all” hellEmail is growing exponentiallyProductivity falling as a result of more emailEmail apathy! The important messages get lost in the noise.Email is a poor medium to host a conversationEmail is a push mechanism
Less NoiseEvidenced by less emailConversations are better in socialStaff can control how information comes to themCan un-follow a subject if loose interestCan change digest for less important subjects to less frequentCan follow important subjectsConversations are structured by subject and conversations grow over time stay in that structure
Executive Decision MakingMore Executive we have the harder it is to get them in the same room to discuss an issue and make a decisionEmail just a poor mechanism to have a conversationNo formal way to record the outcome in a way that could be passed to staff for implementation.Tried survey tool to capture the vote on an issue but many times more information was required by the executive or points needed to be discussed or expanded.Survey tool did not allow an executive to change their position as more information was exposed.Poll feature allows us to pose the questionConversation is free to occur about the question being asked Executive can elaborate on their simple poll response if they feel the needOrganising events becomes much easier
Example of less noise,This sort of thing would do the rounds via email, usually to a group email list that you could not unsubscribe from.Noise to someImportant to othersSupportive of our culture
Practice DevelopmentHad no way for communities of practice to have conversations about IP developmentHad no way for communities to come together other than through emailNo way for communities to form and unformNo way to persist those conversations
TACIT KNOWLEDGE ACCESSEmail is point to pointRelies on sender knowing who should be in the address block, which means you either miss the opportunity to have the right people contribute.Or the sender sends the request for knowledge to a mailing list or worse everyone@cordelta.comReplies to knowledge requests do not persistNot accessible by others80% of knowledge is Tacit. It is in the heads of our people and is never codified or captured as formal artefacts.TIBBR Provides Better SupportSupports access to Tacit knowledgeHelps organise information into subjectsConsultants follow the subjects they are interested inDoes not rely on someone knowing to talk to
Too many listsNo idea who is on themStaff did not know how to subscribe to the themDid not know how to unsubscribe to themReply All still appliedToo much email noise with no control over how to receive message from mailing listsOverhead for ICT team in keeping the lists up to date
everyone@veritec.com.au - used just for important broadcastsExternal to internal lists such asquotes@veritec.com.ausupport@veritec.com.auadministration@veritec.com.auWhich all create tasks in JIRA or Changepoint or Zendesk.
Email being used to organise eventsNo transparency of how social the organisation really wasDifficult to organise events in just emailTibbr provides transparnecy, participation in a community, expression by voting, a voice to people that are otherwise shy and timid.
Capture client activity in tibbrCapture structure client data in ChangepointPost activity with the clientEasy to doNo barriers to sharing
Follow applications and infrastructure - warnings and outages for machinesLine of business systems – opportunity changes statusSomeones birthdayA contract is within its budget limitA customer responded to a satisfaction survey with a bad ranking