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Webtrends Engage Keynote

"Making the Case for Social Collaboration in the Enterprise" by Charlene Li at Webtrends Engage, January 30, 2013 in San Francisco, CA

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Webtrends Engage Keynote

  1. Making the Case for SocialCollaboration in the Enterprise Charlene Li, Altimeter Group
  2. The Collaboration ProblemApproaching collaboration In fact, it’s about creating with technologies first relationships to address gaps 2
  3. Relationships fill two types of gaps Gaps in information flows Gaps in decision making 3
  4. Social WillBe Like Air
  6. The Evolution of Collaboration Knowledge Collaboration Enterprise Social Management Platforms Networks6
  7. Top Goals Revolve Around Sharing “How important are the following goals in your decision to deploy an enterprise social network, on a scale of 1 to 4?” Sharing of best practices 3.48 Improve employee collaboration 3.42 Facilitate cross-department collaboration 3.41Facilitate collaboration within a dept/team 3.26 Support a strategic transformation 3.18 Identify expertise around the company 3.14 Create a virtual watercooler 2.93 Improve a specific business process 2.91 Reduce internal emails 2.56 Reduce volume of meetings 2.38 Increase employee retention 2.24 Base: 44 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012
  8. Impact is Only Moderate “How much impact has the enterprise social network platform had on your organization in the following areas? (Scale of 1 to 4)”Improve collaboration between dept/teams 2.91 Find experts or share expertise 2.79 Create a virtual watercooler 2.77 Sharing of best practices 2.66 Support a strategic transformation 2.35 Reduce internal emails 2.08 Streamline a business process 1.97 Faster decision making 1.95 Reduce volume of meetings 1.84 Employee retention 1.63 Base: 77 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012
  9. Most Organizations Admit They Measure Poorly “How well do you feel your organization is measuring the impact of enterprise social networking?” 35.7% 33.3% 31.0% 0.0% Measures very poorly Measures somewhat poorly somewhat well Measures Measures very well Base: 42 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012
  10. Lack of Metrics Means Business Impact Goes Unmeasured “How do you measure the impact of enterprise social networking in your 52% organization?” 43% 29% 26% 19% 10% 7% Frequency of Percent of Executive Improve a Reducing Reduced Financial use employees engagement specific internal email employee results using it and usage business turnover process Base: 43 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012
  11. Technology Options Proliferate
  13. Four Ways To Drive Business Value 1 Encourage Sharing 2 Capture Knowledge 3 Enable Action 4 Empower Employees13
  14. Encourage Sharing 1 • • • • • Creates two-way dialog Makes business personal Reduces distance to leaders Connects globally Forms private groups14
  15. Infosys’s SharePoint community delivers higheremployee satisfaction, faster contentpublishing, easy enhancements, and potential forbetter customer solutions.15
  16. Nokia’s CEO postsfrequently, signalingthe dawning of anew type ofrelationship betweenleadership andemployees. | 16
  17. 2 Capture Knowledge • • • • Identify expertise Avoid duplication and have better coordination Transfer knowledge Improve best practices17
  18. “Social media allows our people to be able to drive sales by going to a specific group on our ESN with expertise for a particular situation.” Erin Grotts, Director of Internal Communications for Supervalu18
  19. “No single group of employeesis ever left out of criticalconversations or denied accessto necessary information.” Karen Lee, Sr. Director of Internal Communication at SAS19
  20. Enable Action 3 • • • Solve problems faster and better Bring outsiders in Streamline processes20
  21. Centralize, Streamline, and ConnectU.S. Army CECOM thrives with SharePoint portal CECOM employees explore the different capabilities of the CECOM worldwideSharePoint portal at itskickoff event, held June 28, 2012.
  22. “internal Google”Nearly all of Deloitte Australia’semployees use social collaborationdaily, to solve problems and answerquestions faster.22
  23. 4 Empower Employees • • • Give employees a voice Make meaningful contributions and innovations Increase engagement, satisfaction, and retention23
  24. When Sprint realized that employees were venting their frustrations on external sites, it enabled and encouraged them to post on their ESN. There, leaders could address their concerns directly.Credit: James Martin/CNET
  25. We are trying to build a culture thatencourages risk-taking and moreinnovation at the front lines. Itscritical to enable people withoutgoing through a chain of command. Carl Camden, CEO of Kelly Services25
  26. 26Applebee’s Enables 7,000 Employees in 1,000 Locations toMonitor and Respond in Social Media
  28. Four Parts of Social Collaboration Strategy Objectives Metrics Relationships Technology
  29. 29 #1 Have Clear Objectives Identify and prioritize the gaps that relationships can fill. Design your long-term goals for the ESN with purpose. Paint the future path in gold for employees.
  30. 30 #2 Put the Right Metrics in Place Measure gap closing, not engagement. Track relationships, not conversations. Image by StreetFly_JZ used with Attribution as directed by Creative Commons http://www.flickr.com/photos/streetfly_jz/2760882758
  31. 31 #3 Invest in Relationship Management Budget, staff, and resource appropriately. Get executives involved. Foster transparency to create an open culture. Create incentives and rewards for participation.
  32. 32 #4 Prioritize Technology with Relationships in Mind Choose based on the relationships you want to build, not features. Prioritize based on your objectives and need for integration. Have simple guidelines in place. Invest in evangelists.
  33. Social WillBe Like Air