Socially Enabled Content, Collaboration & Communication

Report Q1 ActivitiesOutline Q2 Next Steps

March 2012

“The world of work is changing and old organizational models are under increasing pressure from a more connected, collaborative, participatory and engaged way of doing business. Social Business.

- Dachis Group

Our Opportunity

“It’s time to cross the chasm between how consumers experience

technology and how people get their work done. The innovation and

power of the social web will forever change the enterprise.”

A Culture Strengthening Play“The ‘social workplace’ constitutes the next generation of organizational change, combining social technical tools, culture and physical design to enhance communications and create a structure that is flexible, collaborative and connected to the organization’s mission, values and goals.”

Consumerization of ITDisruption – shifting power to the end user

“iPhone users felt much more productive in their personal lives than they did in their professional lives. They were more up-to-date on what was happening each day with their friends and family than they were with their team members three cubicles away”

- Consumption Economics

Our Purpose• To create a social enterprise network that

extends the passion and values of our employees to help small businesses succeed.– Personal connections– Content creation– Collaboration– Communication

The Team• Brian Jambor (Sales) – Project Lead• Brett Gilliland (BtL) – Project Lead• Angela Servino (Marketing)• Clint Gardiner (PM)• Derek Solomon (AM)• Doug Hall (Dev)• Joe Manna (Comm)• Nicole Shoots (Comm)• Kristine Stuart (Finance)• Leslie Wilkins (Support/CS)• TJ Lorenzen (Training/CS) • Hal Halladay (Corp Dev) – Exec Sponsor & Evangelist

Current Situation• Strategic issue for 20+ consecutive quarters -

“How do we maintain culture given our growth?”• No company-wide place for content, collaboration

and communication• ‘Allinfusion’…need we say more?• Workplace trends moving toward new ethos of

hyper-connected, “always on” workforce• Social networks are fundamental to how people

communicate with each other

What’s Working• Great collaboration within a given team or

department• People want to be connected, collaborate

and communicate• Current work space and workforce size

accommodate physical collaboration

What’s Not Working• People getting lost in a sea of new faces• Duplication of work, processes, data• “My puppy needs a home!” to ‘allinfusion’• Cross-department communication• Access to general information

– Events, company calendar items, information about releases, target users, messaging, etc.

• People feeling disconnected• Workspace is changing and workforce growing

We’ve done our homework in Q1

• Best Practices research• IPOV to TPOV process to identify target

user benefits• Creative offsite to crystalize communication

around the target user benefits and how well describe this to others

• Solution demos and custom-solution research

Research & Best Practices• McMurry: Channel 8 (Top 10 - Best Small

Workplace in America 5 years in a row)

• Deloitte: D Street

• IBM: Beehive

Deloitte: D StreetAdoption:• 2007: initial

rollout to 1500• 25% adoption

first 60 days• 2008: 46,000

users

“At a company where the average age of employees is 28, “we knew we had challenges to win the talent war.”

- Patricia Romeo

IBM: Beehive“Poor user adoption is rarely because users didn’t know how but rather didn’t see why...The connections lead to collaboration, which leads to innovation.”

- Jeff Schick, VP Social Software

Adoption:• 39,000 users

in 9 months• Primarily

through viral sharing

IPOV to TPOV Process• Clint Gardiner designed and led our IPOV to

TPOV process• Target user research conducted in each

department to formulate IPOVs• 2 effective meetings under Clint’s leadership

to produce our TPOV

TPOV – Target User BenefitsContext for our target user interviews:– “What benefits would you be seeking to create and share

content, collaborate and communicate with others in the company?”

9 Target User Benefits (“I want” format):1. I want to be able to easily get to know and connect with

other Infusionsoft employees:– name, what they look like, their personal interests and hobbies– what department they’re in– how to get a hold of them, where they sit– what skills/talents they have, educational background, etc…

9 User Benefits (cont.)2. I want an all-in-one solution that allows me to easily find

answers to questions as well as gives me the ability to collaborate and innovate in real-time with an individual or group of people.

3. I want to be able to easily see what individuals or departments in the company are working on and have the option to offer feedback and/or get involved.

4. I want to be able to disseminate information to either everybody or just to specific groups of people.

5. I want flexibility over how, what and when I consume information.

9 User Benefits (cont.)6. I want it to be easy to solicit and receive feedback.

7. I want to know when certain events or initiatives are happening throughout the company, so I can be involved and so I’m informed when a customer asks.

8. I want to be rewarded for keeping content current, relevant and accurate.

9. I want to be able to easily indicate when and how something can be shared outside of the company or across departments.

Creative Offsite• Cereal box exercise – 2 hours offsite

– Ray and Brandon facilitated the creativity• Teams came up with ways to share the

“cereal’s” value proposition with consumers– Naming ideas, graphics, key words– Ingredients– Back of the box activities

Solution Research

FinalistsDemo’ed…• Socialtext• Jive Software

Currently Exploring…• Moxiesoft• ThoughtFarmer• Custom-built, Drupal-based option (KWALL)

Q2 Next StepsTOP #4 – Invest in the core to ensure Built to

Last growth

SMARTs specific to this project:• Finalize selection of tool/platform• Develop, configure and test for ‘Phase 1’• Implement and engage people to adopt

Q2 Success Measures1. Tool/platform selected2. Phase 1 Launched in May3. Usage by end of June

– At least 80% of employees have created a comprehensive profile

Q3 Evidence of Success – allinfusion emails should go away (finíto!)

Coordination & Communication

• Kimberlee will be the moderator/trainer and give updates in MMM (at least monthly)

• Plan to coordinate closely with Marc and Kathy

• We’ll use our project team to launch a viral deployment strategy

• NO communication on this will happen via email

Risks• Finding space to test, iterate, organically

evolve• Seen as an attempt to resurrect the intranet• Communicating alignment between solution

and user benefits statements• Technical challenges• Low usage and engagement• Plan B…go back to ‘allinfusion’

Opportunities• Knowledge/expertise/data/process is shared,

collaboration occurs, and company is unified and aligned

• Content creation and sharing makes everyone smarter and aligned

• Increased collaboration leads to more innovation…better customer experience

• Internal success leads to discussions about extending social platform to customers and partners

What We Need to Succeed• Leadership awareness and engagement (lead

by example in tool adoption and use)• IT support/cooperation & shared vision on the

technical aspects of the implementation• Creative team help on the look and feel• Continued involvement from our project team –

critical role in viral deployment

NOTE: Budget already slated in 2012 operating plan

Open Questions• Who owns and manages this?• What are the security/privacy issues?• How do we phase implementation?• What is the projected budget?• Will there be an impact on productivity?• Will training be required? Provided?• Will baggage from past prevent adoption?• Will it be viewed as performance vs power?

The Vision• All employees feel connected and empowered to

share and learn– rich user profiles & status updates– communities of interest– searching/tagging capabilities– blogs, forums, bookmarks, file sharing, wikis

• Tap into the cognitive surpluses in company• Infusionsoft doesn’t feel like a ‘big, dumb software

company’…culture preserved• Easy access to info needed to serve customers