Presentation for an Acando seminar about social intranets explaining how the traditional corporate intranet will need to be transformed into a platform that provides the opportunity for wide participation by most or all employees in order to deal with the business challenges most organizations are facing.
2. Oscar Berg
Twitter: @oscarberg
●Management Consultant at Acando, Sweden
●Enterprise 2.0, Enterprise Collaboration and
Content Management
●Strategy, concept development,
requirements, architecture and change
management
●Blogging at www.thecontenteconomy.com
and www.aiimcommunities.org/e20/ (AIIM)
5. Partners
People expect more from organizations
• Freedom of choice
• Transparency & influence
• Need-driven
Integrated systems
Accessible information
Cooperating organizations
Customers, Citizens
• Fast response
• Accessibility
• Simplicity
Customer Experience
7. Focus is being shifted to value creation
Value creation
Collaboration
Learning
Innovation
Relationships
Optimization
Transactions
Automatization
Commodities
Outsourcing
8. Collaboration is required for value creation
Production Units
Suppliers
R&D
Sales&
Marketing
Distributors
Customers
Agents
Focus is on
the core
business
9. Knowledge work becomes increasingly strategic
Structure-based work
Processes, routines, controls, manuals…
Knowledge-based work
Research, problem-solving, relationships…
10. The only irreplaceable capital
an organization possesses is
the knowledge and ability of
its people. The productivity of
that capital depends on how
effectively people share their
competence with those who
can use it.
Andrew Carnegie, 1835-1919
“
”
11.
12. 0.30
0.25
0.20
0.15
0.10
0.05
0.00
0 30 60 90 ... Separation
distance in feet
Tom Allen, MIT, 1977
Probability to communicate once
per week
The further away we are, the less we communicate
13. How to collaborate?
How do I
share?
When is it my turn to
contribute?
Anything new?
Who knows what
I need to know?
Where do I find the
Information I need?
14. 71% agree that it is easier to
locate "knowledge" on the
web than to find it within their
internal systems.
AIIM Industry Watch Collaboration and
Enterprise 2.0, 2009
“
”
15. Why are we so
powerful as
consumers
but so lame as
employees?
Geoffrey Moore,
TCG Advisors
“
”
16. What if you could read a dynamic magazine about
what’s happening at work?
17. Lesson learned
Embrace the new paradigm in
communications to improve
business performance and fuel
business innovation.
18. Why social software?
0% 10% 20% 30% 40% 50% 60% 70% 80%
Better use of shared knowledge
Increased collaboration
Faster communication
Increased agility/responsiveness
Reduced travel costs
Brokering - bringing together people and
expertise
Reduction of IT costs
Increased innovation and reduced Time-
to-Market
19. The average Intel employee dumps
one day a week trying to find people
with the experience & expertise plus
the relevant information to do their
job…Let me just say that it is
motivating us to take action.
Laurie Buczek
Enterprise Social Media Program Manager, Intel
“
”
23. Value/
Frequency
Low
High
Who knows the
NPV function
in Excel?
What are
you working
on?
What’s our
travel policy?
How do I perform
this activity?
We have different kinds of information needs…
Information need
24. Information need
Cost to serve
…each of which is associated with a ”cost to
serve”
Value/
Frequency
Low
High
25. Predictable needs
Created by experts
Permanent nature
Dokumenterbar kunskap
Content serving information needs
Organizations naturally focus on the needs where
the value exceeds the cost…
Cost to serve
Low
High
Value
What’s our
travel policy?
How do I perform
this activity?
26. …and avoids to produce, or even eliminates,
content which can serve the remaining needs
Cost to serve
Low
High
Value
Content serving information needs
27. But now that the costs of communicating and
sharing have collapsed...
Low
High
Value
Cost to serve
Content serving information needs
33. We need to make content social…
Document News Event Photo Presentation Graphic
Video Link Community Group Person Organization
Discussion Comment Micro-blog Feed Blog post Wiki
Profile Bookmark Meeting Location Application Device
…
…
34. …by interacting and talking about it…
Tag
Subscribe
Like
Micro-blog
…
…
Link to
Follow
Rate
comment
Bookmark
Share
35. …so that our collective social activities make
relevant content surface
Ocean of information
Likes
Bookmarks
Views
Tags
Kommentarer
39. Information hoarding
People collect, hoard and protect information as if it was
their own property and sharing it would make them less
powerful.
40. Occupational spamming
CC
People force other people with little or no interest
in a discussion or issue to participate, with no possibility
for them to opt out (occupational spam).
42. Use cases intranets often fail to support
• Ask a group, a person, anyoneFind an answer
• Ad hoc , long term, project, department…Form a group
• With a person, a group, anyoneShare information
• Share, coordinate, get notifiedCoauthor content
• Name, role, location, responsibility, expertise…Find a person
• People, content, description, free access,
restricted accessFind a group
• Ask a question, publish file, get rating and
commentsCollect feedback
43. Example: Share information
Objective Share information with anyone who might
find it valuable
Current Practices • Email everybody
• Publish on the intranet
• Share on a file server or collaboration site
Problems • Emailing everybody not ok (occupational
spam)
• Editorial process for the intranet with limited
room for sharing unrelated information
• Lack of shared spaces (silos)
New Practices • Enterprise micro-blogging
• Blogging with blog portal
• Social bookmarking with bookmarks portal
• Enterprise wiki
44. Since we operate in silos…
My Team
?
?
?
?
What is going
on? Who is
doing what?…
45. …we are forced to become detectives…
My Team
Oops!
No access
What’s new
here?
What are
you up to?
46. …or we choose to focus on our own objectives
My Team
Rework
Suboptimization
Group think
Idea scarcity Knowledge
lockin
Bad decisions
50. …and instead find ways to get our questions
answered , problems would be solved faster
I have some samples
and a tutorial
Check out the blog
excelcharts.com
Look at the
Microsoft web site
How do I
make great
diagrams in
Excel?
51. If we just have accessible platforms for open and
scalable collaboration…
Read
Comment
Read
Team
Here’s my
feedback
Aha, good to
know!
52. …we can avoid document sharing chaos and email
lockin…
??
Stakeholder
Team
Stakeholder
55. We will look at these basic social features
Forums
Expertise
Location
Micro-
blogging
Profiles
Groups Social
Bookmarking
Wiki Blogging
Sociala
Networking
Activity
Streams
Tagging Podcasts
Webcasts
Q
A
Questions &
Answers
Sharing Idea Market Social SearcCommunities
… …
People Search Likes Social
Analytics
Web
Analytics
68. Blog Portal
Blog
1. Read news story
2. Write a blog post about it
3. The blog post appears on
the news story page
4. The blog post appears
among most recent blog
posts on the Blog Portal
4
News Portal
News Story
70. Blog Portal
Blog
1. Read news story
2. Write a blog post about it
3. The blog post appears on
the news story page
4. The blog post appears
among most recent blog
posts on the Blog Portal
5. The blog post appears in
the most blogged about
news stories on the
Blog Portal
6. The news story also
appears in the most
blogged about news
stories the Blog Portal
5
News Portal
News Story
6
72. Demo summary
●Corporate content is enriched by explicit and implicit social
user activities and can automatically flow to new contexts
●Popular content is allowed to surface in social spaces such as
a Blog Portal where users can explore content which currently
is subject to lot of social activities
●By capturing user activities, allowing syndication of content,
and encouraging users to build their social graphs allows
relevant content to be filtered out and appear in their activity
feeds, for example on their profile pages.
75. Don’t put lipstick on a pig
”We have added the possibility to activate commenting
for corporate news”
76. Key principles for a social intranet
Freeform
Let the purpose and context
decide the format and structure.
77. Key principles for a social intranet
Freeform
Usability
The application is an obstacle
between the user and the goal.
78. Key principles for a social intranet
Freeform
Usability
Openness
Make sure that anyone who can
and want to participate can do so.
79. Key principles for a social intranet
Openness
No, what?
Have you
heard?
Dialog
Freeform
Usability
Sharing knowledge requires
understanding.
Understanding requires a dialog.
80. Key principles for a social intranet
Dialog
Transparency
Openness
Freeform
Usability
If you don’t know everything there
is to know, how can you make the
right decision?
81. Key principles for a social intranet
Transparency
Recognition
Good work!
Dialog
Openness
Freeform
Usability
Recognition is the primary driver
for sharing. Period.
83. The Water
Cooler 2.0
The Bulletin
Board 2.0
The Whiteboard 2.0
The Knowledge
Base 2.0
The Address
Book 2.0
New solutions to old problems
The Meeting 2.0 The Suggestion
Box 2.0
Networking 2.0
88. 90% is people, 10% is technology
The technology is the easy part - changing our own
current practices, behaviors (habits) and values is
the really hard part.