Making the Case for Adding Collaboration in the Enterprise
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Informative Social Media webinar on the value of building customer relationships through the use of predictive analytics.
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Making the Case for Adding Collaboration in the Enterprise
- 1. Making the Case for Social Collaboration in the Enterprise Charlene Li, Partner and Analyst Altimeter Group | @charleneli Jeff Seacrist, VP – Partner Solutions Jeff Seacrist | @jeffseacrist
- 2. Introductions Jeff Seacrist VP, Partner Solutions Webtrends @jeffseacrist Charlene Li Partner and Analyst Altimeter Group @charleneli
- 3. © 2013 WEBTRENDS INC. 3 WEBTRENDS COLLABORATION OPTIMIZATION SOLUTIONS Optimize internal collaboration through data Insight into what is driving adoption, engagement, and organizational maturity Ensure enterprise social networks are delivering business value
- 4. © 2013 WEBTRENDS INC. 4 BUILDING ORGANIZATIONAL MATURITY Create Connect Consume Contribute Collaborate
- 5. The Collaboration Problem Approaching collaboration with technologies first In fact, it’s about creating relationships to address gaps
- 6. Relationships fill two types of gaps Gaps in information flows Gaps in decision making
- 7. Social Will Be Like Air
- 8. Top Goals Revolve Around Sharing Base: 44 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012 2.24 2.38 2.56 2.91 2.93 3.14 3.18 3.26 3.41 3.42 3.48 Increase employee retention Reduce volume of meetings Reduce internal emails Improve a specific business process Create a virtual watercooler Identify expertise around the company Support a strategic transformation Facilitate collaboration within a dept/team Facilitate cross-department collaboration Improve employee collaboration Sharing of best practices “How important are the following goals in your decision to deploy an enterprise social network, on a scale of 1 to 4?”
- 9. Impact is Only Moderate Base: 77 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012 1.63 1.84 1.95 1.97 2.08 2.35 2.66 2.77 2.79 2.91 Employee retention Reduce volume of meetings Faster decision making Streamline a business process Reduce internal emails Support a strategic transformation Sharing of best practices Create a virtual watercooler Find experts or share expertise Improve collaboration between dept/teams “How much impact has the enterprise social network platform had on your organization in the following areas? (Scale of 1 to 4)”
- 10. Most Organizations Admit They Measure Poorly Base: 42 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012 33.3% 35.7% 31.0% 0.0% Measures very poorly Measures somewhat poorly Measures somewhat well Measures very well “How well do you feel your organization is measuring the impact of enterprise social networking?”
- 11. 52% 43% 29% 26% 19% 10% 7% Frequency of use Percent of employees using it Executive engagement and usage Improve a specific business process Reducing internal email Reduced employee turnover Financial results “How do you measure the impact of enterprise social networking in your organization?” Lack of Metrics Means Business Impact Goes Unmeasured Base: 43 companies with more than 250 employees Source: Altimeter Group, “Making the Business Case for Enterprise Social Networks”, February 2012
- 12. Objectives Metrics Relationships Technology Four Parts of Social Collaboration Strategy
- 13. 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. 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.
- 14. 4 Ways Enterprise Social Networks Drive Business Value 14 Encourage Sharing Capture Knowledge Enable Action Empower Employees 1 2 3 4
- 15. 1 Encourage Sharing • Creates two-way dialog • Makes business personal • Reduces distance to leaders • Connects globally • Forms private groups 1
- 16. Infosys’s SharePoint community delivers higher employee satisfaction, faster content publishing, easy enhancements, and potential for better customer solutions. 16
- 17. Nokia’s CEO Stephen Elop posts frequently, signaling the dawning of a new type of relationship between leadership and employees.
- 18. Encourage Sharing 1. Does participation improve organizational culture? 2. Does it promote best practices that lead to quality improvement? 3. Does it correlate to reductions in issue resolution time? 4. Does it correlate to an improvement in audit scores or other measures of risk reduction? 18 Thought Starter Questions
- 19. Capture Knowledge • Identify expertise • Avoid duplication and have better coordination • Transfer knowledge • Improve best practices 2
- 20. “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 Supervalu 20
- 21. “No single group of employees is ever left out of critical conversations or denied access to necessary information.” 21 Karen Lee, Sr. Director of Internal Communication at SAS
- 22. Capture Knowledge 1. Does collaboration shorten learning curves and/or training time? 2. Does it lead to reductions in onboarding time? 3. Does it translate to competitive advantage? 4. Does it reduce operational costs and better leverage employee talent? 22 Thought Starter Questions
- 23. 2 Enable Action • Solve problems faster and better • Bring outsiders in • Streamline processes3
- 24. CECOM employees explore the different capabilities of the CECOM worldwide SharePoint portal at its kickoff event, held June 28, 2012. Centralize, Streamline, and Connect U.S. Army CECOM thrives with SharePoint portal CECOM employees explore the different capabilities of the CECOM worldwide SharePoint portal at its kickoff event, held June 28, 2012.
- 25. “internal Google” Nearly all of Deloitte Australia’s employees use social collaboration daily, to solve problems and answer questions faster. 25
- 26. Enable Action 1. Does it correlate to improvement in top-line revenue via customer retention? 2. Does it enable process improvements that lead to reduced costs? 3. Does it help speed products or services to market? 26 Thought Starter Questions
- 27. Empower Employees • Give employees a voice • Make meaningful contributions and innovations • Increase engagement, satisfaction, and retention 4
- 28. We are trying to build a culture that encourages risk-taking and more innovation at the front lines. It's critical to enable people without going through a chain of command. 28 Carl Camden, CEO of Kelly Services
- 29. Applebee’s Enables 7,000 Employees in 1,000 Locations Monitor and Respond in Social Media
- 30. Empower People 1. Does participation promote employee satisfaction? 2. Does participation correlate with employee loyalty? 3. Does more collaboration correlate with stronger employee performance? 4. Does it correlate with innovation? 30 Thought Starter Questions
- 31. Objectives Metrics Relationships Technology Four Parts of Social Collaboration Strategy
- 32. Put the Right Metrics in Place Image by StreetFly_JZ used with Attribution as directed by Creative Commons http://www.flickr.com/photos/streetfly_jz/2760882758 • Measure gap closing, not engagement. • Track relationships, not conversations.
- 33. Identify Appropriate Metrics • Determine method – Top-down, bottom-up – Qualitative and quantitative methods – A/B testing, correlation • Prioritize your metrics based on: – Value – Ability to measure – Resources required – Priority to the organization
- 34. Employee-Based •Performance •Satisfaction •Retention •Promotion Organization-Based •Productivity •Onboarding time •Risk reduction •Audit scores •Speed to market Customer-Based •Revenue/Lifetime Customer Value •Satisfaction or Net Promoter Score •Loyalty Sample Metrics 34
- 35. Objectives Metrics Relationships Technology Four Parts of Social Collaboration Strategy
- 36. Budget, staff, and resource appropriately. Get executives involved. Foster transparency to create an open culture. Create incentives and rewards for participation. 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.
- 37. Organize to Scale Social • Identify your organizational model for social. • Outline the roles and responsibilities of your measurement team. • Determine how you will staff. • Build workflow and communication processes. Decentralized Centralized Hub & Spoke Multiple Hub & Spoke Holistic
- 38. Objectives Metrics Relationships Technology Four Parts of Social Collaboration Strategy
- 39. 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. 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. • Deploy in one department first. Look at usability, governance, data integration, analytics. • Consider how and whether multiple tools will complement each other.
- 41. How ESNs Mature
- 42. Maturity Model for Enterprise Collab Metrics Volume Metrics (from collaboration platform) Correlated Metrics (Compared with Enterprise Data) Holistic Metrics (Integrated with Enterprise/External Data)
- 43. Social Will Be Like Air
Notas do Editor
- Collaboration Optimization Solutions help organizationsView internal collaboration through the lens of data, to ensure enterprise social networks are adding business value.Provides insight into what is driving adoption, engagement and ultimately adding business value.How?The ability to link internal engagement and collaboration to business valueMeasure social actions among employees Identify and measure points of interaction between employees & customersProvides insight into what is driving adoption, engagement and ultimately adding business value.Justify investment in social enterprise
- Infosys wanted to create a social media platform to foster employee interaction and boost job satisfaction. It used Microsoft SharePoint Server 2010 to create Infy Bubble, where employees share both personal and work information. The IT staff created the site in just five months, and more than 80,000 employees created Bubble profiles in the first four months. Ultimately, social media could contribute to better customer solutions.“We wanted to give employees a way to connect and share not only work information but personal interests, and also give management a way to listen to employee views,” says Ramesh G., Delivery Manager for Information Systems at Infosys.In four months, Infosys created a new intranet called Sparsh, Sanskrit for “touch.” Sparsh is the home base for all employees, providing company news and one-click access to many corporate applications. The content publishing group uses SharePoint templates to quickly create new content and SharePoint workflows to automate approvals. The group can prepare information ahead of time and tag it with the publication date, and then SharePoint Server publishes it automatically. Employees can leave comments on Sparsh articles and have coworkers automatically notified.As soon as Sparsh was complete, Infosys started developing Infy Bubble, its social media site, which it launched for employees in India in May 2011. Through Infy Bubble, employees can share their views, photos, videos, and blog posts with fellow employees. They can talk about work or about life outside of work. There are groups to discuss poetry, sports, Indian pop stars, enterprise architecture, and SharePoint Server.Infosys uses Microsoft FAST Search Server 2010 for SharePoint to provide intelligent search for both Sparsh and Infy Bubble. Employees can search discussion sites, communities, blogs, wikis, status updates, and documents. Bubble also provides a people search function, which lets employees find other employees based on their expertise, location, or other parameters.Employees can create their own watch lists in Infy Bubble, which show all messages containing a keyword. Employees can also set Bubble profile privacy settings to determine which parts of their profiles can be searched and shared.“Because we have such a young workforce, we have to come up with creative ways to engage them,” says Nandita Gurjar, Senior Vice President and Group Head of Human Resources at Infosys. “Infy Bubble helps employees have a sense of belonging in a huge global corporation, and happy employees give us a competitive edge. Bubble also gives management a pulse on the organization, helping them know how employees are feeling.” “Bubble gives employees a way to tap more talent and knowledge within the company,” says Ramesh G. “Employees have more confidence in information that is ‘crowd-sourced’ rather than disseminated from the top down.” SOURCE: http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=710000000622
- [FROM THE REPORT]For example, when Nokia CEO Stephen Elop started his new job, he wanted to focus the organization on how to increase its innovation capabilities. He posted questions on the company’s ESN,Socialcast, asking what things Nokia needed to change and what they needed to keep doing. The dialog not only helped him learn from the organization, but also signaled that a new type of relationship was dawning between the leadership and employees.
- [FROM THE REPORT]Grocery chain Supervalu saw store managers sharing their expertise on topics ranging from how to run a beachfront store to building relationships with the Hispanic community. Erin Grotts, Director of Internal Communications, shared, “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.”
- Business ChallengeEven with some of the worlds’ best technologies at their disposal, SAS was unable to pull company knowledge into one place for everyone’s benefit.Socialcast SolutionSocialcast creates a forum for open discussions and for getting questions answered—a place where SAS’s special corporate culture can thrive.Business Impact9,500 of SAS’s employees use the Hub, with up to 20 new users joining daily. With Socialcast, employees get faster answers to questions, groups connect more transparently, executives engage with employees, and in the end customers are better served.SOURCE: http://www.socialcast.com/sites/default/files/Socialcast_CaseStudy_SAS_10_26_2012.pdf
- The U.S. Army Communications-Electronic Command (CECOM) is using a portal to centralize its data, streamline applications and connect its more than 13,000 employees worldwide.The agency anticipates that the Microsoft SharePoint portal, which was officially announced to staff June 28, will reduce administrative burden, lower costs, improve records management, increase data accuracy and rationalize information management."The portal will eliminate a lot of redundancy and streamline processes," Renee Ullman, content manager for CECOM, said in a statement. Design of the SharePoint portal began in 2011.The portal, open to all employees, allows for different levels of information sharing, from commandwide to organization-based, as well as internal collaboration among employees, said Linda Vanbemmel, the project manager for CECOM SharePoint. The portal includes secure, private sites for directorates and other organizational groups within CECOM for internal, daily work.O'Connor also plans to use the portal to help eliminate 30 percent to 40 percent of existing applications across the command over the next year by creating a centralized inventory of applications. For example, the agency is creating a central suspense tracking system on SharePoint, eliminating six existing organization-based systems, and CECOM is developing a master calendar for the command."Because our employees are in disparate locations, stovepiping is our biggest challenge as a command," O'Connor said. "Right now, because we have data everywhere and because e-mail is our primary communications tool, I think we're working harder than we need to.”CECOM also is using the portal for records management, to properly store and archive more than 3 terabytes of data.IN PHOTO: CECOM employees explore the different capabilities of the new CECOM worldwide SharePoint portal at the portal's kickoff event, held June 28 at Aberdeen Proving Ground, Md.SOURCE: http://gcn.com/articles/2012/07/25/army-cecom-sharepoint-collaboration-portal.aspx
- [FROM THE REPORT]For example, because Deloitte Australia has nearly all of its employees using itsESN as a part of their daily work, most of the organization’s knowledge is captured there,so they end up using Yammer as an “internal Google” to find answers to questions.
- Business ChallengeEven with some of the worlds’ best technologies at their disposal, SAS was unable to pull company knowledge into one place for everyone’s benefit.Socialcast SolutionSocialcast creates a forum for open discussions and for getting questions answered—a place where SAS’s special corporate culture can thrive.Business Impact9,500 of SAS’s employees use the Hub, with up to 20 new users joining daily. With Socialcast, employees get faster answers to questions, groups connect more transparently, executives engage with employees, and in the end customers are better served.SOURCE: http://www.socialcast.com/sites/default/files/Socialcast_CaseStudy_SAS_10_26_2012.pdf
- Results: Imagine a challenge like Applebees, a brand with thousands of independently owned/operated franchises. Applebee’s retains control over messaging and content, while dramatically improving ROI by connecting with customers at the local community level. A pre-approved content library provides local restaurant owners with content. With over 7,000 employees using Expion to manage 1000+ locations, Applebee’s has increased its engagement with their customers by building on their brand promise as your “Neighborhood Bar and Grill.”