1.
Make Your Data Work for
IBM Connections
Adoption Worst
Practices!
Femke Goedhart
Business Consultant
@FemkeGoedhart

2.
Make Your Data Work for
Congratulations, your
organization has chosen to go
social!
Now what?!?

3.
Success of social enterprise networking is…
Purpose
Strategy +
People
Skills +
relationships
Tools
Software
Adoption?

4.
Most important factor for realizing Value
2009 NEOCHANGE, SANDHILL.COM AND THE TSIA
72%
7%
6%
15%
2009
Effective User Adoption
Organizational Change
Proces Alignment
Software Functionality
70%
16%
13%
1%
2008
Effective User Adoption
Organizational Change
Proces Alignment
Software Functionality

5.
Make Your Data Work for You
In reality though….

6.
Make Your Data Work for You
Bring it and they will come

7.
Rogers Curve

8.
• Dozens of features...
• Additional Add-ons
• Multiple plug-ins and modes...
How does that work exactly?!?

9.
Bring it and they will come... How it looks in real life
Start
One dept starts
experimenting
with it
MGT announcement
about strategic choice for
the platform
Adoption program
is started
New employee starts with
previous knowledge of
the platform
Summer
holidays

10.
Tips
• You HAVE to train
– On strategy &
– On tooling!
• Use cases link strategy & tools
• Blog & promote success stories
• Train, promote and support Champions

11.
Make Your Data Work for You
Ehhh... Am I alone here?

12.
…<Crickets>….

13.
Push / Pull
Intranet IBM
Connections

14.
Tips
• Create clear navigation towards help and training resources for new users
• Offer training & explain the goals and purpose of the platform
• Pre-populate by making new users a member of welcome/onboarding
community
• Ask coworkers to connect with the new employee
• Follow up

15.
Make Your Data Work for You
We support this 100%!

16.
Management commitment
• Large organization
• Management buys in to the ‘hype’... Social it is!
• Big announcement, everyone needs to use the platform!
• Adoption gets underway

17.
A user raises a question
regarding a sales strategy
A healthy (and respectful)
discussion follows
CSO
Result: Distrust, fear of openness and total shutdown of any public discussion

18.
Tips
• Organizational readiness needs to be a topic
• Management buy in needs to be more than just slogans
• Address fears
• Discuss the potential risks and how to mitigate/handle them
• Help MGT understand how to react

19.
Make Your Data Work for You
Let’s lock that down!

20.
Let’s lock that down!
• IBM Connections chosen to stimulate collaboration
• IT Admin is asked to take the lead in implementing the tools….
– Firewalls
– VPN’s
– Mobile restrictions
– Groups
– Private communities
– Communities creation on request….

21.
Communities
?
Internet access

22.
Tips
• Create a panel to discuss the aim and direction of the platform that
represents all stakeholders as well as (but not lead by) IT, Security and
Compliance
• Train & communicate on corporate responsibility
• Monitor what’s happening & correct if needed
• Use ‘situations where it went wrong’ as lessons and communicate them
• Invoke and trust on peer-correction

23.
Make Your Data Work for You
Right! That was a succesful
project!

24.
Situation
• Large organization
• First roll out ‘guerilla style’
• Quickly followed by in depth adoption program with several departments
and people involved. Video’s, training, road shows, blogs, use case
identification…..
• Nearly 90% of users hits the platform daily
• Adoption is declared ‘a big success!’
• Adoption is taken up into main stream tasks of organizational department
responsible for organizational training & development…

25.
We only do process alignment
training
We implemented a new release with great new features!
Can you go update the training materials?!
Ok, so take it up in that!
We don’t do features
though…
Well you got all the budget for all adoption
tasks & training assigned to you….
<shrug> We don’t feel responsible for it plus we fired everyone
who knew about it, after all that project was done two years
ago…
…….&$#

26.
Tips
• Adoption is an ongoing thing
• Train both on strategy, the process as well as on features
• Adoption is a shared responsibility, assign money and assets accordingly

27.
Make Your Data Work for You
We are successful! We think....

28.
Situation
• Large organization (10.000+ users)
• Lots of effort into adoption
• Nice graphs showing uptake
• 90% daily ‘hit’ rate on Connections…
0
10
20
30
40
50
60
70
80
90
100
Percentage logged in

29.
Reality….
0
10
20
30
40
50
60
70
80
90
100
Percentage logged in
Reality…..

30.
• Measure but verify against reality too
• Analyze your data
• Use tools that can help you obtain these data points

31.
Make Your Data Work for You
We trust you but we don’t!

32.
Situation
• Mid-size company 1000 users
• Strong need for collaboration across global offices
• Also a big need to collaborate external
• Connections implemented
• And then security & compliance got involved...

33.
“Please print, sign and return before end of day”
Rules & Regulations for appropriate use of external communication systems
Web systems for social networking and electronic messaging--i.e., IBM Connections, Sametime, etc. --have become readily available to promote communication. The
following policy for the appropriate use of each external system applies. Failure to obey by these rules can lead to immediate dismissal or
serious reprimand. Personnel engaged in official activity who are either planning to use or actually using external systems must keep in mind these principles,
tailor their actions accordingly, and verify any and all related questions as they arise with the compliance officer.
Non-negotiable constraints (and implications)
1. Federal (FERPA) and state records laws prohibit communication of information related to a individuals personal record of any kind absent the individual’s;
consent in a manner that exposes such information to a third party.
Communication from a staff member to a customer, partner or vendor on an externally accessible system potentially exposes the communication to third parties
(external community members). If the communication does not include legally-protected information, no problem arises; if it includes legally protected
information, the use of the external facing system for communication purposes violates FERPA and state law, and subjects the person initiating the communication to
potentially severe sanctions including termination of employment.
2. Federal law and health information privacy statutes prohibit communication of information related to any individual's personal record
information in the same way FERPA protects privacy information.
The same precautions apply with regard to health information as to education records.
3. Federal and state law mandate that the organization must have the capability and capacity to capture, archive, discover, and produce on demand
copies of any official communications made by organizations personnel as part of assigned duties.
Communication done via an external system typically cannot meet these requirements because the external system currently does not provide archival and retrieval
capabilities to users or to the organization. Personnel is therefore bound to take adequate measures to store important information in the official record
systems. IBM Connections may be used as a secondary communication channel (where the primary channel supports capture and such) but must not used as the sole
or primary communication channel for official business.
4. State law prohibits communications about individual personnel evaluations or performance absent the employee's consent……..

34.
Tips
• Determine the main rules & regulations -> Do you need to reinforce or are
they part of existing contract & regulations already?
• Communicate Guidelines!
• You are changing your org, allow for some room to discover best
practices
• Talk about responsibilities, not ‘consequences’
• Trust
• (But monitor)

35.
Make Your Data Work for You
It’s all about strategy!!

36.
But... It’s not all about strategy alone

37.
Situation
• Org with about 750 users
• Lots of effort into communicating a new strategy of collaboration
• Emphasis on openness, knowledge sharing
• No instruction or explanation on which tools are provided for that or how
these can help them do that….

38.
Where are you?

39.
Tips
• Communicate the strategy but also the means
• Promote the tools you are envisioning for your collaboration
• Provide use cases that highlight how the tools can help
• Retire competing products
• Block competing tools?

40.
Make Your Data Work for You
Gaming the system

41.
Situation
• International org with about 400 users
• Bonus system introduced to drive usage of the new platform
• Lots of positive attention for ‘winners’
• Most ‘prolific’ user of the month gets a bonus

42.
Mmm…. I can post that
• …. As a blog
• …. As a bookmark
• …. As an Activity Entry
Bingo!
Image source: http://www.gobloggingtips.com/words-to-remove-from-blog-posts/

43.
“Tell me how you measure me and I will tell you how I will
behave. If you measure me in an illogical way… do not
complain about illogical behavior…”
Eli Goldratt

44.
Tips
• Use gamification to promote good behavior but measure effect, not
‘actions’
• ‘Hard’ numbers alone don’t tell the whole story
• Be careful using physical incentives
• Respect that not everyone will be able to use it (sensitive information, etc)
• Think about what you really want to stimulate and communicate that

45.
Make Your Data Work for You
So, how then?

46.
“Seek success, not the greater use of IBM
Connections”
Doing business with IBM Connections, Michael Sampson
“Don’t expect an application to work in an
context in which its assumptions are not
valid”
Eli Goldratt

47.
Success of social enterprise networking is…
Purpose
Strategy + Structure
People
Skills +
relationships
Tools
Software

48.
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© 2007-2015 panagenda
Make Your Data Work for You
Business Consultant
@FemkeGoedhart
http://femkegoedhart.com
Femke.Goedhart@panagenda.com
+31 6 25400482