Lessons learnt from implementing enterprise social software at cisco
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Transcript of Lessons learnt from implementing enterprise social software at cisco
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
Dr Colin R Seward, IT Senior Director Communication & Collaboration IT
March 2011
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Globalization
Scale Speed
Green
Empowered Employees
Business
Web 2.0 Technologies
Service-oriented
Architecture
Always On
Virtualization
Technology
Consumer Communication
&
Collaboration
Mobility
Explosion of Content
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Employee Demands
“I want Facebook for the
Enterprise...”
“I’m going to do it whether
you support it or not...”
“Why can’t I get access
to…”
Enterprise Demands
Compliance
DR Strategies
Security
Operational Excellence
QoS
Backup and Recovery
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Integrated Workforce Experience
Goal is to drive productivity, growth, and innovation
Connect Communicate Collaborate Learn
Powered by Cisco Quad
the right people, resources, and content at the
right time
more effectively and efficiently
Internally and externally
from all
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
My View
People Connect
Information Communities Collaborate Communicate
Learn
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
Delivering productivity, growth and innovation
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Finance Manufacturing Utility
Transportation Government
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Integrated Workforce Experience Powered by Cisco Quad
Enterprise Social Software
Instant Messaging
Blogs
Wikis Forums
Communities
Applications & Services
Workforce Services
MyCompensation
MyBenefits
My Approvals
Directory
HR Systems
CRM/ERP
Business
Intelligence
Personalization & Relevancy
Search
Content Workforce
Data
Tagging
ID Managemnt Policy Management
Cisco Video Communication &
Collaboration
Cisco Cius
Flip Video Conferencing
Unified Communications
Enterprise Video
Result is a personalized, relevant workspace
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
Document Management
Off-Prem Data On-Prem Data
Web Services Layer
Data Access Policies Layer (entitlements, identity management, authentication)
Common Application Services Layer
Collaboration Applications Layer
Devices Layer
Mobility
TelePresence
IP Communications
Flip
Desktop
Directory Communities Integrated Workforce Experience Portals
Cisco Network Layer Tagging Security Policies
Network Services
Medianet
Transactional SOA App
Access RSS Video Wiki Blogs Forums
Calendar
Meetings IM Tagging Ciscopedia
Conferencing Email
Directory
Tagging Search Grouping Notification Content Exposure Collaboration
Web Services API to transactional
system (CRM, ERP)
Web 2.0 Data Multiway Metadata
Video repository
Transactional System Data
Document Repository
HR Data
Transformational /UI Layer (any device, anywhere, anytime)
Data Aggregation Layer
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 12
The Evolution of the Integrated Workforce Experience
RSS Discussion
Forums Virtual
Meetings Wikis Blogs
Video Sharing
Unified Communications
Social Bookmarking
IM
Platform Building Blocks Technologies
Enterprise Social Software
Video Communication &
Collaboration
Applications & Services
Personalization & Relevancy
New Business Capabilities Integrated Workspaces
New Cisco Workspaces WebEx/MP Hybrid Client Directory 3.0 Ciscopedia
i-Zone Internal
Innovation Site
FCLN Finance
Collaboration & Leadership
Network
CDN Cisco
Developer Network
Integrated User Experience
Evolution of the Integrated Workforce Experience
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
Enterprise Social Software
Instant Messaging
Enterprise Collaboration Platform
Blogs Wikis Forums
Communities
Applications & Services
Workforce Services
MyCompensation
MyBenefits
My Approvals
Directory
HR Systems
CRM / ERP
Business
Intelligence
Personalization & Relevancy
Search
Content Workforce Data
ID Management Policy
Management
Tagging
Social
Tagging
People,
communities,
information
Personal
Dashboard
Micro-
blogging
Content
Management
Advanced
Search
Community
team space
Video:
Cisco Show
and Share
Directory
Profile
Applications
and Services
Cisco Video Communication &
Collaboration
TelePresence Unified
Communications
Flip Video
Conferencing
Enterprise Video
Click to call,
IM, meet,
Blogs,
wikis,
forums
Integrated
Cisco UC and
Presence
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Rich Presence Information
Click to call, chat or meet
Integration to Blog Platform
Videos and content that Darrin authored or recommends
Darrin’s interests and communities
are easily accessible
People
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
Integration with Tagging and Ratings
Integration with Show and Share
Integration with relevant blogs and discussion forums
Integration with Directory to show Experts
Integration with related Communities
Information
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
• Business Work Groups
• Enterprise Council
• Product,Service
• Project, Program
• Support
• Executive Metrics
• IWE for Women
• Team Cisco Volleyball
• Cisco Cancer Survivors
• Job Role
• Organization, Department
• Customer, Partner, Account
People Work Life Interest
Open Restricted Private
• Business Work Groups
• Enterprise Council
• Product, Service
• Project, Program
• Support
• Executive Metrics
• IWE for Women
• Team Cisco Volleyball
• Cisco Cancer Survivors
• Job Role
• Organization, Department
• Customer, Partner, Account
• Business Work Groups
• Enterprise Council
• Product, Service
• Project, Program
• Support
• Executive Metrics
• IWE for Women
• Team Cisco Volleyball
• Cisco Cancer Survivors
• Job Role
• Organization, Department
• Customer, Partner, Account
• Business Work Groups
• Enterprise Council
• Products, Service
• Project, Program
• Support
• Executive Metrics
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
1
2
3
3
3
3
Key Tenets
1. Headline News
2. Architectural Plays
3. Sales “Care Abouts”:
- My Bookings
- My Pipeline
- My Notifications
- My Commissions
- My Opportunities
1
2
3
3
Communities
Communities: Access Relevant Information and Applications
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
Key Tenets
1. Key Topics
2. Discussion Forum
3. Common
Engineering Tools
1
2
3
Communities
1
2
3
Communities: Access Relevant Information and Applications
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
1
1
2
3
3
1
2
3
Executive Dashboards
Bookings
Market Share
Channels
Customer Experience
Councils and Boards
Communication &
Collaboration
Competitive Positioning
Business Updates
Competitive and Market
Updates
Key Tenets
Communities
Communities: Access Relevant Information and Applications
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
Topics
• Mentoring
• Career development
• Work-life integration
• Networking
Consolidated view of
all global WAN
communities
Easy access to
social networking
technologies
Professional
development links
1
2
3
4
2
3
4
1
Integrated Workforce Experience Communities: Access Relevant Information and
Applications
Key Tenets
Fun Facts
- 8 different functional groups
- 7 different countries
- Content in many different
languages
Communities
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Central view for
customized Cisco news
Integrated with
Exchange for mail,
tasks, and calendar
Integrated contact
lists across all
spaces
Integration with
Communities and Projects
My View
My View: Work Your Way.
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
iPhone
iPad
Cius
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
Integration and Interoperability
Cisco TelePresence
WebEx Video Meetings
Cisco Unified Video Conferencing
Cisco Show and Share
Digital Media Signage
Cisco TV Broadcast
Cisco Unified Video Advantage
WebEx Connect Video
Cisco Unified IP Phones 1 to 1
1 to Many
Many to Many
Cisco Video Ready Network
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
Executive Messaging
Product Demonstrations
Learning & Tutorials
HR Training
Community Involvement
Meeting Recordings
Company Meetings
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
SECURITY Network Security, Information Security, Access Control
STORAGE Physical Storage Management, Digital Asset Management,
Records Management
DEPLOYMENT Facilities, Governance & Communication, Provisioning,
Logistics & Installation
NETWORK & CAPACITY MANAGEMENT Bandwidth Management, Call Management, Network Monitoring,
Content Delivery/Distribution
SERVICE & OPERATIONS Support Strategy/Model, Case Management, Proactive Monitoring,
Upgrade & Release Management, Training
ARCHITECTURE Network, Infrastructure, Data Center
BU
SIN
ES
S V
AL
UE
(V
alu
e/C
os
t, U
se
Cas
es)
ME
TR
ICS
(
Pro
ce
ss
& D
ata
Ma
na
ge
me
nt,
Op
era
tio
ns/O
pti
miz
ati
on
Me
tric
s)
VIDEO
SHARING
VIDEO
CONFERENCING
VIDEO
STREAMING
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
Process
Technology
Culture
Quad Video Unified Communications TelePresence Instant Messaging Access to transformational systems Security
Scalable, integrated processes
Services framework Business value
Leadership Change management Governance Transforming how we work
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
Andy Starr WebEx
Kevin Harrington CVCM
Marisa Chancellor
IT
Shanthi Iyer Sales/IT
The C&C cross-functional board drives innovation and success in communication and collaboration at Cisco
Van Dang Legal
Jodi Krause Corp Positioning
Mala Anand Services
Rick Hutley IBSG
Don McLaughlin HR
Tricia Baker Engineering
Chris Treille WW Channels
Harbrinder Kang
Corp Comm
Sheila Jordan IT
Co-chair
Jim Grubb Corp. Comms
Co- chair
Mike Metz Marketing
Christine Castle Sales
Amy Kwan Finance
Murali Sitaram Engineering
Lance Perry IT
Angela Stark Corp Comm
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Functional Groups
Blogs Discussion Message Documents Posts
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 32
144k users 20m IM chats per Q
56% growth Y/Y
Instant messaging
6k threads 19k messages per Q
7% growth Y/Y
Forums
32k Expertise profiles 13.2m searches per Q
12% growth Y/Y
Directory 3.0
1,111 units 87k meetings per Q
28% growth Y/Y
TelePresence
72k users 549m mins per Q 24% growth Y/Y
Conferencing
15k videos 324k views per Q 129% growth Y/Y
Video
594k pages 432k edits per Q 18% growth Y/Y
Wikis
Growth in Collaboration Services is
Exploding! 303 Communities 1.8m hits per Q
165% growth Y/Y
IWE
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
Innovation
Accelerate R&D Create new business models Generate ideas
Growth
CEO care-abouts Extend global reach Drive revenue Cultivate new markets Accelerate sales cycle
Productivity
Operational efficiencies Faster decision making Reduce costs Leverage and reuse
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
In FY’09, Cisco Achieved $1.052B in Net Benefits from Web 2.0 Collaboration Solutions, up from $691M in FY’08
Innovation
Growth
Productivity Remote Collaboration (TP/WebEx/UC) $601.3M
Telecommuting $298.7M
Connected Workspace $11.5M
Mac Wiki $ 5.5M
C-Vision and Video Blogs $11.1M
Expertise Locator (SOAR) $108.6M
Sales Productivity (NEW) $ 15.4M
Total: $1.052B
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
Sustainable Business Value
Communicate…Communicate…Communicate…Communicate
Change Management
Governance
Metrics
Develop and share the vision 1
Develop enterprise architecture approach 2
Assemble accountable cross-functional leadership team 3
Identify business opportunities or pain points 4
Create integrated technology roadmap 5
Deliver workforce services that surprise and delight 6
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
Thank you.