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Enterprise Social Software

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How to use social software to foster productivity, innovation and engagement in the knowledge economy

Publié dans : Business, Formation

Enterprise Social Software

  1. 1. <ul><li>Enterprise Social Software </li></ul><ul><li>Fostering productivity, innovation and engagement in the knowledge economy </li></ul><ul><li>thehypertextual.com </li></ul><ul><li>@cecildijoux </li></ul>
  2. 2. <ul><li>1. The Knowledge Economy : knowledge + innovation </li></ul>
  3. 3. <ul><li>Knowledge is the source of wealth. Applied to tasks we already know, it becomes productivity . Applied to tasks that are new it becomes innovation . </li></ul>Peter Drucker Management challenges of the XXIst Century-1999
  4. 4. <ul><li>Knowledge Worker : one who works primarily with information or one who develops and uses knowledge in the workplace. </li></ul><ul><li>Peter Drucker (1959) </li></ul>
  5. 5. Knowledge carried by an individual only realizes its commercial potential when it is replicated by an organization and becomes organizational knowledge (Charles Leadbater)
  6. 6. Not a question of technologies « Knowledge is of two kinds: we know a subject ourselves, or we know where we can find information upon it.  » (Samuel Johnson. 1709-1784)
  7. 7. «  Innovation is the process that translates knowledge into economic growth and social well-being.  » (Australian Research Council) it also is …
  8. 8. … five keys Harvard Business School 6 year study 3000 executives 500 innovative entrepreneurs Experimenting Networking Observing Questionning Innovation Associating
  9. 9. <ul><li>2. Challenges for 21st Century Organisations </li></ul><ul><li>knowledge management innovation </li></ul><ul><li>collaboration </li></ul><ul><li>engagement </li></ul>
  10. 10. Knowledge workers spend up to 30% of their working day looking for data. Only 44% of corporate users can find the (internal) file they’re looking for compared to 86% of similar internet users
  11. 11. <ul><li>Managers spend 2h/day searching information </li></ul><ul><li>50% of found information is of no value </li></ul>Survey 1000 middle managers US/UK – Jan 2007
  12. 12. How to optimise and centralise Knowledge capture ?
  13. 13. <ul><li>65% of the 700+ senior executives are disappointed in their enterprise’s ability to stimulate innovation. </li></ul>The McKinsey Quarterly Competitive advantage from better interactions Innovation disappointment How to foster innovation ?
  14. 14. <ul><li>How to remove Knowledge Silos ? </li></ul>Half idea Half idea
  15. 15. <ul><li>Strength of Weak Ties (M. Granoveter - 1973) </li></ul>Strong Ties Weak Ties Bridging communities = Innovation Productivity Potential innovation Potential Ties How to leverage weak ties to simulate innovation ?
  16. 16. <ul><li>Based on proximity, people are not likely to collaborate very often if they are more than 50 feet apart </li></ul>Thomas Allen – MIT, 1977 30 40 50 60 5 10 15 20 30 35 How to encourage cross-boundaries collaboration ?
  17. 17. <ul><li>25 to 50% of workforce is engaged into knowledge-based collaboration consisting of «  tacit  » </li></ul><ul><li>How to capture this knowledge ? </li></ul>
  18. 18. <ul><li>Is email a collaboration tool ? </li></ul>easy ubiquitous & universal private communication Channel Point to point Not Searchable 20% of managers time Innovation Knowledge Weak Tie Engagement « E-mail is where knowledge goes to die » (Luis Suarez)
  19. 19. <ul><li>Knowledge Workers </li></ul><ul><li>Post-ideologic </li></ul><ul><li>Authority : earned as opposed to granted </li></ul><ul><li>« The web is the operating system of Digital Natives lives. This is the Facebook generation » (Gary Hamel) </li></ul><ul><li>How to bridge the cultural and technological gap ? </li></ul>The Digital Natives conundrum
  20. 20. <ul><li>Engaged : 21% </li></ul><ul><li>Enrolled : 41 </li></ul><ul><li>Disinchanted : 30% </li></ul><ul><li>Disengaged: 8% </li></ul>Engagement Survey 90,000 people 18 countries
  21. 21. <ul><li>Conclusions : </li></ul><ul><li>1. The global workforce is not engaged </li></ul><ul><li>2. Engaged employees are not born, but made </li></ul><ul><li>3. Employees worldwide want to give more </li></ul><ul><li>6% difference in operating profit on 3 years between companies with high and low employees engagement </li></ul>How to foster engagement amongst knowledge workers ?
  22. 22. <ul><li>3. Enterprise Social Software </li></ul>
  23. 23. <ul><li>Enterprise 2.0 </li></ul><ul><li>The use of emergent social software platforms in the pursuit of business goals. </li></ul><ul><li>Pr. Andrew McAfee </li></ul><ul><li>( Professor Harvard Business School, Principal research MIT Sloan Mgt school) </li></ul>
  24. 24. Wiki Simple + easy Unique source Online + searchable Versionning Innovation Knowledge Weak Tie Engagement
  25. 25. Wiki’s benefits @ OSISoft
  26. 26. Corporate Profiles competences management + expertise localisation + career management = Weak ties + Engagement Innovation Knowledge Weak Tie Engagement
  27. 27. Corporate Profiles @ Booz Allen A greater sense of individual responsibility People empowered to manage their identity in the firm and their career development . People more likely to get staffed on a project that reflects the interests and experience noted in their profile. People likely to find the right contacts to succeed in their areas of interest. (Bill Ives)
  28. 28. Blogs vision leadership googability Innovation Knowledge Weak Tie Engagement
  29. 29. CFO ideation blog allowed for conversation and new ideas (60+) emergence . Implementing one of those ideas (gas fuelling in local’s stations as opposed to highway’s) helped saving 800K€/year Corporate Blogging benefits at OCE
  30. 30. <ul><li>Micro-blogging </li></ul>to follow and be followed + 140 characters + instant communication = Weak ties in action – fast ! Innovation Knowledge Weak Tie Engagement
  31. 31. <ul><li>Micro-blogging benefits @ Lippi </li></ul>Problems that used to take a couple of days to be fixed (client delivery problems) are now fixed in 20mns thanks to Twitter .
  32. 32. efficiency engagement knowledge capture open questions Discussions & conversations Innovation Knowledge Weak Tie Engagement
  33. 33. Agile@IBM – Websphere Service Registry Online forum with customer during development stages = 0 Support request after launch. Instead of 100th. Discussions & conversations business benefits
  34. 34. Video Streaming Innovation Knowledge Weak Tie Engagement
  35. 35. Video Streaming @ Save $US Millions
  36. 36. <ul><li>Folksonomy : lack of up-front structure at work </li></ul>Categorization system gradually built over time and usage by the users Innovation Knowledge Weak Tie Engagement
  37. 37. Prediction Market Innovation Knowledge Weak Tie Engagement
  38. 38. Prediction Market benefits Sales prediction accuracy using prediction markets : 99,9% (350+ contributors). Using usual 5 internal experts : < 95% Savings of $USM 10’s by removing stocks and providing appropriate volume of goods to be sold.
  39. 39. <ul><li>Social Software unique capabilities </li></ul>
  40. 42. « Removing silos acts as a catalyst for innovation » (Delphine Manceau) – Rapport sur l’innovation ½ idea ½ idea
  41. 43. Five keys of Innovation with Enterprise 2.0 Experimenting Networking Observing Questionning Innovation Associating
  42. 44. <ul><li>Enterprise 2.0 and engagement </li></ul><ul><li>factors for employees </li></ul><ul><li>Provides visibility on knowledge worker contribution within enterprise big picture </li></ul><ul><li>Greater sense of individual responsibility </li></ul><ul><li>Reduce distance with customers </li></ul><ul><li>More trusted and engaging leaders : This new phenomenon is enabling business leaders to regain the trust and credibility they have lost over the last 10 years. That's why social networking is the most important business development of the year (Bill George – Harvard Business School) </li></ul>
  43. 45. <ul><li>Business Strategy </li></ul>
  44. 46. <ul><li>Underlying trends </li></ul>Social Software Network effects Free and easy Lack of up-front structure Emergence > Disruptive technologies
  45. 47. “ Can a firm hope to succeed? The answer lies in firms being able to identify, develop and successfully market emerging, potentially disruptive technologies before they overtake the traditional sustaining technology.” Clayton Christensen, Pr. Harvard Business School
  46. 48. Top 10 Strategic technologies for 2011 1- Cloud Computing 2- Mobile Application / Media Tablets 3- Social Collaboration (…) 4 Converging trends that will changes IT and business in the next 10 years 1- Cloud Computing 2- Social Computing 3- Context awareness (…)
  47. 49. Strategic issue for innovation and growth
  48. 50. cecil dijoux Strategy axis Value Creation Internal Organisation (MGMT/HR/IT) External Organisation (Sales/Support / Communications) Product / Service Offer (MKT/R&D) Knowledge Management Business Process Management People Empowerment Innovation Management
  49. 51. <ul><li>Business Value Creation </li></ul><ul><li>Value from Operational Excellence </li></ul><ul><li>Maximize adherence to policy </li></ul><ul><li>Structured Data / Processes </li></ul><ul><li>Reliability, predictability, alignment & control </li></ul><ul><li>ERP / PLM / CRM … </li></ul><ul><li>Value from internal & external networks </li></ul><ul><li>Accelerate exception resolution </li></ul><ul><li>Unstructured data, social flows, weak signals </li></ul><ul><li>Adaptability, innovation, & accountability </li></ul><ul><li>+ ESN </li></ul>2000’s Vs 2010’s
  50. 52. <ul><li>Integration </li></ul><ul><li>IT - Processes </li></ul>
  51. 53. recycling sales & services production engineering design & development PLM CRM SCM product customer employee supplier Domains of Knowledge Activity ESN cecil dijoux ERP Enteprise 1.0 Systems
  52. 54. recycling sales & services production engineering design & development PLM CRM SCM product customer employee supplier Domains of Knowledge Activity ESN cecil dijoux ERP Enteprise 2.0 Systems
  53. 55. ERP : SAP StreamWork
  54. 56. CRM : SalesForce Chatter
  55. 57. PLM : Dassault 3DSwYm
  56. 58. PLM : PTC SocialLink
  57. 59. Business Process Management
  58. 60. @ Culture
  59. 61. <ul><li>Values </li></ul><ul><li>Meritocracy </li></ul><ul><li>Entrepreneurship </li></ul><ul><li>Simplicity </li></ul><ul><li>Pragmatism </li></ul><ul><li>Transparency </li></ul><ul><li>Faith in technology </li></ul>“ The Internet culture is fuelled by the creative ethos : the intersection between California counter-culture and the protestant work ethic” (R. Florida)
  60. 62. <ul><li>The third level of immersion </li></ul><ul><li>Open source software </li></ul><ul><li>Agile PM Methodologies </li></ul><ul><li>Social Software Platforms </li></ul>
  61. 63. 1. Units of knowledge 2. More efficient communication 3. Key for leadership 4. Fosters weak links 5. Provides the bigger picture 5 reasons to bring the Global Conversation into the enterprise
  62. 64. 10 Management Principles Conversation (rather than Diffusion) Bottom up (rather than Top Down) Reputation (rather than Hierarchy) Emergence (rather than Structure) Folksonomy (rather than Taxonomy) Agility (rather than Process) Transparence (rather than Security) Open networks (rather than Silos) Simplicity (rather than Complexity) User driven technologies (rather than IT Governance) Trust (rather than Control)
  63. 65. “ Internet is the best metaphor of the management of the 21 st century.” Gary Hamel “ The most influential business thinker of our times” (The Wall Street Journal)
  64. 66. <ul><li>Implementation </li></ul>
  65. 67. Candidate <ul><li>Large / mid-size ( 1500+ employees / £250m+ revenue ) </li></ul><ul><li>Globally distributed workforces </li></ul><ul><li>Highly competitive industries (eg High Tech ) </li></ul><ul><li>Enterprise Social Network Whitepaper (Bloor) </li></ul>
  66. 68. Players Gartner MQ, 2010 Social Software in Workforce
  67. 69. Opportunity driven strategy
  68. 70. Adoption Pattern
  69. 71. Guidelines Be transparent Be judicious (re. Privacy and security) Write what you know Perception is reality It’s a conversation Are you adding value ? What you write is your responsibility Create some excitement Be a leader – do not denigrate Screw up ? Correct and make it clear you did If you’re not sure, pause
  70. 72. Claire Flanagan (Director Social Collaboration Strategy - CSC)
  71. 73. Candidate <ul><li>Large / mid-size ( 1500+ employees / £250m+ revenue ) </li></ul><ul><li>Globally distributed workforces </li></ul><ul><li>Highly competitive industries (eg High Tech ) </li></ul><ul><li>Enterprise Social Network Whitepaper (Bloor) </li></ul>