Enterprise Social Networks: Benefits and Challenges. Frank Gullo Director of Digital and Mobile Strategy, Superior Group

Transcription

1 Enterprise Social Networks: Benefits and Challenges Frank Gullo Director of Digital and Mobile Strategy, Superior Group

2 Who am I?

3 Professional focus C O L L A B O R A T I V E D I G I T A L A N D M O B I L E S O C I A L B U S I N E S S T H E W E B S T R A T E G I E S M A R K E T I N G

4 Who (else) am I? Born and raised in Buffalo, NY Lived previously in Canada Volunteer firefighter and EMT Published author Dad

5 About Superior Group Premier provider of global workforce and outsourcing solutions Service portfolio organized into three complementary verticals

6 Footprint Direct employees: 400+ Contract employees: Locations: 30+ locations in US and Canada UK, Germany, Slovakia, Argentina, China, Africa India: Chennai and Bangalore

7 ESN basics An ESN is an Enterprise Social Network An organization s internal, private social network Sometimes referred to as enterprise social software Commonly bundled with a traditional Intranet (Social Intranet) Almost always involves IT and IT resources Implementations could be on premises, cloud, or hybrid Internal and sometimes accessible externally via SSL Most Fortune 500 s have partially or fully implemented ESNs Small and midsize organizations increasingly adopting ESNs or individual collaboration tools

8 Why ESNs? Organizations implement ESNs to Drive collaboration Boost culture and community Improve business processes Surface expertise Social and cloud file sharing Engage and satisfy employees

9 ESN concerns Identity management Security and monitoring Technical challenges and resources Adoption Governance Productivity losses * Most ESN concerns impact IT

10 ESN common features Profiles Activity feeds Blogs Groups or communities Files Forums Tagging Integrated IM

11 Top ESNs IBM Jive Microsoft Communispace Zimbra Salesforce.com Mzinga Lithium Socialtext Sitrion Spigit Source: IDC, Worldwide Enterprise Social Networks Forecast and 2013 Vendor Shares

12 IBM Connections

13 Yammer

14 Jive Software

15 There s also Facebook at Work

16 Why an ESN for Superior? Superior didn t set out to select and implement an ESN. The seeds of social engagement were planted in business strategy needs to gain greater organizational alignment (functionality and geographically) while also bringing more relevant content to our end users.

17 IT drivers Old custom Intranet near end of life: needed to buy or build replacement attachment and network drive efficiency/reduction Easy information access on mobile devices Portal and secure information sharing for external users Pathway to cloud

18 Solution requirements Collaboration Content authoring and sharing Document management Business intelligence Universal accessibility (network and secure Intranet) Mobile ready

19 Contenders

20 Implementation Formed Project Team Executive sponsor the CIO Cross-functional and international IT was involved from the start and embedded in core team Communications, HR, IT, Legal, Marketing, Quality, Sales Developed project charter and mission Secured internal and external support Met and planned project Goals Launch Connections Establish steady-state support

21 Major tasks and milestones Requisition of necessary software/hardware Selection and onboarding of implementation partner Setup of development and production environments Integration with Active Directory Development of initial (seed) content Design enhancements Integration with Sametime Recruitment of testers User training Pilot Launch Plan for ongoing governance and support

22 Build Oct 12 Nov 12 Dec 12 Jan 12 Feb 13 Mar 13 Plan Build Test Pilot Launch

23 Open for business

24 Milestones October, 2012 Decision to use IBM Connections January, 2013 IBM Connections 4.0 pilot March, 2013 Launch of IBM Connections 4.0 to all staff August, 2013 Formation of Connections Steering Committee October, 2014 Rollout of platform enhancements January, 2015 Start of IBM Connections 5.0 upgrade project August, 2015 Launch of Connections 5.0 to all staff September, 2015 Launch of Connections Desktop Plugin to all staff Q2, 2016 External communities TBD IBM Connections 5.5

25 Lessons learned What have we learned in 3 years?

26 Insights Enterprise social networks are hard Adoption never ends Bring your ESN to the people Make the tech invisible Find champions and evangelists Learn from experts Train and they will connect Keep moving and upgrading Acknowledge and face the challenges Enterprise social networks are (becoming) easier

27 ESNs are hard I can t find what I want. it to me. My manager doesn t use it. I don t have time. Attachments are better. What s the ROI? How do I share this? What s a Wiki?

28 ESNs are hard

29 Adoption never ends Focus on Three U s: users, usage and use cases Understand scenarios and goals Executive sponsorship and evangelism are critical Cross-functional project team and ongoing steering committee User marketing and communication tactics to promote adoption Bottom up and top down techniques Seed content and then regular updates (contents and features)

30 Adoption never ends Content and Community HR news and updates Quality library Steering committee Employee recognition Training community Welcome community Onboarding Activities Tools and Integrations Employee blogs Paid time off widget Integrated instant messaging Desktop plugin Mail and calendar Ideation blogs Single sign on

31 Adoption never ends Quality Community Entire Quality library loaded into Connections Files tagged, versioned, commented, and organized into folders and communities Use of Activities to replace some legacy MS Word and Excel documents Quality blogs, bookmarks, libraries, and wikis

32 Adoption never ends

33 Adoption never ends Welcome Community Simple community for new staff Links to most frequently accessed Connections content Includes links to popular communities New employees added automatically via Directory membership Some links to external company content

34 Adoption never ends

35 Bring your ESN to the people External access Mobile app and web Desktop plugin Outlook plugin Forums mail

36 Bring your ESN to the people Connections available to all company employees Connections integrated with Active Directory so new and termed employees are added and removed automatically no registration or (new) account/password management Connections available anywhere, in network, via mobile, and secure Internet Instant messaging available anywhere through Connections No VPN needed (but no issue with VPN use)

37 Bring your ESN to the people

38 Make the tech seamless Partner with IT Single sign on (SPNEGO and Kerberos) Integrated mail and calendar (with Exchange) Instant messaging Patches and upgrades Desktop Plugin (via distributed update) Extensions and add ons Support forum Use external support when needed

39 Find champions and evangelists Steering Committee Community Owners Department communities Recognition and mentions Tagging and notifications Power users and content creators

40 Find champions and evangelists Steering Committee Established to examine and promote strategies for ongoing innovation and improvement in Connections Cross-functional team Meets bimonthly Connections evangelists and power users Recommends enhancements Sets priorities Tests new functionality

41 Learn from experts Conferences and events Business partners and ESN thought leaders Webinars and blogs Groups and organizations Digital Workplace Group Vendor resources IBM, Jive, Microsoft Social media Research IDC Research Pew Research Center

42 Train and they will connect Invest in user training Instructor led and self-guided Group and individual training Build training for those who need it Use Connections resources for training Quiz on mastery of training Measure effectiveness Retrain

43 Train and they will connect Training Community Dashboard community to assemble all training information and assets One stop online shop for training Links to other social portal and external content Provides users with information they need for their job

44 Train and they will connect

45 Train and they will Connect

46 Train and they will connect

47 Keep moving and upgrading Custom Widgets Featured Blogs, Quick Links, PTO Request Form, Markup Builder Desktop Plugin Single sign on Connections 5 CR3 and CR4 Forums mail External communities

48 Keep moving and upgrading

49 Keep moving and upgrading

50 Keep moving and upgrading

51 Face the challenges Leadership participation User expectations Maintaining attention and involvement Technical issues Tying social to business processes

52 Face the challenges

53 Face the challenges

54 ESNs are becoming easier Established, accepted part of the digital workplace Fostering culture and collaboration Streamlined communication Helping reduce and network files Leaders are engaging more Better information management Sharing from company experts and ideas from everywhere

55 Thank you!