Organizations are inherently social, and when they enable people to reach out and find each other, connections are formed and discoveries are made that transcend org charts. But Intranet 2.0 isn't a zero-sum game. Open communication challenges traditional lines of authority and may be seen as a threat to those who are invested in existing structures. In fact, the biggest barriers to internal social network adoption are political, not technical. In an economy that demands innovation, resourcefulness and knowledge efficiency, do we really have any choice but to change? This presentation looks at how social networks are transforming the way businesses operate and at the bitter medicine some companies must swallow in order to realize their potential.
Grateful 7 speech thanking everyone that has helped.pdf
How Social Networks are Delivering on the Failed Promise of Knowledge Management
1. Intranet 2.0: How Social Networks are
Delivering on the Failed Promise of
Knowledge Management
Paul Gillin, Author
The New Influencers
Secrets of Social Media Marketing
Social Marketing to the Business Customer
2. Game Changers
About
About Others
Me
Profiles and activity streams
have changed the nature of
our online interactions
Passions &
Interests
Page 2
3. The Power of 130
The average Facebook member has 130 friends, who each
receive notifications of their network’s Facebook activities
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4. “Companies are implementing social from the inside out
[by] deploying intranet-based social systems. The top
three drivers for such deployments are employee
collaboration, efficiency in locating people and
resources, and idea generation.”
Informationweek, Nov. 17, 2011
Enterprises will spend $3.5 Billion in
2016 in enterprise social software up
from $0.5 Billion in 2010.
ABI Research
Page 4
5. Inside is Safer
How organizations are becoming more social
20%
Internal deployment
43%
External deployment
Mass market social
41% networks
Source: 2011 IBM Tech Trends Report
Page 5
6. •Forrester Research expects the enterprise social network market to
nearly double from $1.06 billion in 2011 to $1.997 billion 2014.
•IDC projects that the global market for social platforms will jump from
$630 million in 2011 to $1.86 billion by 2014.
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7. Business Benefits of Internal Web 2.0
Increasing speed of access to knowledge
Reducing communications costs
Increasing speed of access to internal…
Decreasing travel costs
Increasing employee satisfaction
Reducing operational costs
Reducing time to market for…
Innovations for new products or services
Increasing revenue
0 20 40 60 80 100
McKinsey 2010 survey of 3,249 executives
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8. Activity Streams
• The primary event propagation
mechanism for Social Business
• Aggregate events from multiple
systems/sources
• Can be filtered based on source /
action required
• Events provide“embedded
experiences”
• Provides a single go-to place to
view and interact across
multiple places
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10. Doing Away With This
Approval Approval
Approval Approval
Answer
Need
Page 10
11. Does anyone speak fluent
German?
Who’s interested in
helping create a green
energy policy?
Page 11
12. “Web 2.0 also seems to promote significantly
more flexible processes at internally networked
organizations: Respondents say that
information is shared more readily and less
hierarchically, collaboration across
organizational silos is more common, and
tasks are more often tackled in a project-based
fashion.”
McKinsey 2010 survey of 3,249 executives
Page 12
13. “Companies that are highly effective communicators
had 47% higher total returns to shareholders over the
last five years compared with firms that are the least
effective communicators.”
Towers Watson 2009/2010 Communication
ROI Study Report
Page 13
14. “Our data show that fully networked
enterprises are not only more likely to be
market leaders or to be gaining market share
but also use management practices that lead
to margins higher than those of companies
using the Web in more limited ways.”
McKinsey 2010 survey of 3,249 executives
Page 14
25. • Employee asked how to get more paint trays
• Others asked how she was selling so many
• She shared her idea on how to sell paint trays
• The idea generated > $1M in additional revenue
IT Insider
One division launched a contest seeking 50 unique prototypes that
contained 3M technology. In six weeks, the contest generated 45
prototypes from across the U.S. 3M filed seven patents on the work
that resulted.
PaulGillin.com
Page 25
26. An internal social network has grown from 2,000 to more than 20,000
users in two years. By tackling problems from the bottom up, the
company has slashed development times and identified waste and
duplication. Its first global product, Promptis Ready Mix, was a direct
result of cooperation across its worldwide workforce.
Participation in employee communities grew from 1,000 people to
28,500 in 18 months. The internal network now supports 2300 groups
administered by employees in four categories: Expert and professional,
Personal, Initiative and service and Projects and working teams
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27.
28. “Roughly half of the internally and externally
networked enterprises slid back into the category
of developing organizations…less than 15
percent…moved up to the next tier…It appears
that it is easier to lose the benefits of social
technologies than to become a more networked
enterprise.”
McKinsey, Nov., 2011
Page 28
29. Trouble in the Ranks
How Would You Rate the Success of Your Internal Social
Networking Systems?
10%
Great
13%
28%
Good
25%
33%
Average
37%
17%
Fair
15%
12%
Poor
10%
2010 2011
Source: Informationweek, Jan., 2012
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30. Impact of enterprise social network on the organization
Improve collaboration between departments
Find and share expertise
Share best practices
Support transformation or evolution of culture
Create virtual "watercooler"
Reduce internal e-mail
Speed decision-making
Streamline business process
Reduce volume of meetings
Improve employee retention
0 10 20 30 40 50 60 70 80 90 100
Very little impact Some impact Moderate impact Significant impact
Source: Altimeter Group, Feb. 22, 2012
Page 30
31. Wing and a Prayer?
How well do you feel your organization is measuring the
impact of enterprise social networking?
Very well
Somewhat well
Somewhat poorly
Very poorly
Source: Altimeter Group, Feb. 22, 2012
Page 31
32. Skeptics
“Merely having social networking on all the time
can divert employee attention.“
Andrea Matwyshyn, professor of legal studies, Wharton
"Today, social networking is being thought of as a
separate thing. We'll see that fade over time, and it will
become just part of the way we interact."
Kartik Hosanagar, professor of operations and info mgt, Wharton
Source: “Is Business-centric Social Networking a Revolution -- or a Ruse?”
Knowledge@Wharton
Page 32
33. Thank you!
Paul Gillin Site: gillin.com
508-656-0734 Blog: paulgillin.com
paul@gillin.com Twitter: pgillin
Free bi-weekly newsletter; sign up at gillin.com
Page 33
Editor's Notes
Ed Marx told us: We just had an article on social media in this week's Modern Healthcare. I posted it on Yammer for everyone. It's an easy way to communicate with the masses.
Tags, keywords and filters enable employees to find and subscribe to information that interests them. Problem solved or innovations created by one team can be discovered by others
According to Aaron Strout: When we are preparing to speak to a prospective client, our sales folks will regularly ask if anyone has any experience with or knows anyone at the prospective client’s company. You’d be amazed by where some of our best sources of insights come from — in many cases, from places we never would have thought to look or ask.Ed Marx told us: We learned from our experience with electronic health records that when you push top down you run into a lot of resistance... When we were preparing for budgets, I asked people what they'd do if they were in my shoes. I don't believe in cutting training and travel, so what would you do? I've gotten about 10 or 15 responses and some of them were very good ideas. We use it for collaborative communication.
…to create community, fulfillment and centers of expertiseTeale Shapcott of SunCorp says, “Staff have the ability to set up their own groups of interest or practice regardless of the division or department they are working for. Personally, I have found Yammer to be a valuable tool to easily recruit participants for usability testing, participatory design sessions or card sorting workshops.”
By empowering the collective creativity and experience of a large group, innovation emerges from the many connections and informal brainstorms that such an experience provides.Jeff Smith, CIO of Suncorp., told us: A couple of years ago, our banking area was interested in developing a mobile platform. There were people in our insurance business that knew a lot about this and they developed a platform that our competitors would spend millions duplicating. We released that product and now have the leading mobile banking platform in Australia and we didn't pay anything for it.
The more potential sources of a solution are brought to bear, the more quickly problems get solved. Time that would have been spent searching for solutions is instead applied to putting them into practice.According to Luis Suarez: If I have got a question I need an answer for, there is a great chance I will go and ask my personal network first, before going elsewhere…instead of hiding yourself away behind your Inbox, where no one can see you and therefore everyone thinks you don’t have anything better to do than answering their queries, how about leaving your hide-out space, go out there in the open, start micro-sharing your knowledge?
Teale Shapcott writes: Yammer contributes to building strong working relationships with my colleagues. I prefer to publicly thank other staff who have assisted me in projects through Yammer. My appreciation for their assistance is visible to all staff and much more powerful than a ‘one to one’ thank you email. Deloitte Digital says: People started groups around the whole range of things, both as private groups within a service line, as technical groups and even some social groups. For example, people who ride bikes to work, people who lead busy personal lives and a group of moms who return from maternity leave that are struggling with how to balance their lives. It's become embedded in the way we do things.Jennifer Bull of Box.net writes: Social media knows no rank, allowing communications to flow from the top to bottom, bottom to top and side to side. It also knows no physical boundaries and can be accessed around the world…Leadership who use social media to converse with employees are generally well liked and well read by employees. Employees like to know that leadership cares enough to have a venue for conversing with them.
Enterprise social networks support a kind of grassroots education in which people learn from each other. While not a replacement for formal training, this ongoing, on-the-job development constantly builds a company’s inventory of skills in a context that is directly relevant to the way the company does business. Cost to the human resources budget: $0.
Ed Marx told us: [Yammer]became our primary form of communication. I stopped all e-mail to my staff. Then marketing and communications began to see the power of collaboration. We know the traps we get into with copies and reply to all. I like to communicate and be very transparent. So every day I micro-blog and use Yammer. If I did that with e-mail there would be all these reply-to-alls. It doesn't clog up everyone's e-mail. If they aren't interested in the topic, they can ignore it.
Every organization has outstanding people whose contributions received little notice, either because they prefer to stay in the background or they work best by influencing others. Enterprise social networks on earth these contributions by uncovering the conversations that lead to productive outcomes. In doing so, they help address one of the most common reasons for employee turnover: People don't feel recognized or appreciated. Using the social network, managers can more easily identify the rainmakers and ensure that they are rewarded appropriately. Aaron Strout and Joe Cascio write: By analyzing conversations and watching the conversations of employees, senior managers can easily identify who these connectors are and then ensure these employees compensation and titles match their internal value AND start to add additional connectors if too much information is flowing through any one individual.