Make Your Intranet Social
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Transcript of Make Your Intranet Social
Making Your Intranet Social
Eugene LeeCEO
Tim Walters, Ph.D.Senior Analyst
Jack MacKayVice President & CIO
Karthik ChakkarapaniIT Manager – Strategy & Operations
© 2011 Forrester Research, Inc. Reproduction Prohibited2 © 2009 Forrester Research, Inc. Reproduction Prohibited
Seize The Business Value Of The Social Intranet
Tim Walter, Ph.D., Senior Analyst
January 26, 2011
© 2011 Forrester Research, Inc. Reproduction Prohibited3
The social intranet combines Enterprise 2.0 with the established corporate intranet –and enhances the business value of both.
© 2011 Forrester Research, Inc. Reproduction Prohibited4
Why social?
Why the social intranet?
How to achieve it?
Agenda
© 2011 Forrester Research, Inc. Reproduction Prohibited5
More than a third of enterprises are expanding their social technology investments in 2011
April 2010 “Business Web 2.0 Buyer Profile: 2010”
© 2011 Forrester Research, Inc. Reproduction Prohibited6
Knowledge capture and collaboration are the big drivers of social technology investments
Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009
Base: 603 North American and European enterprise and SMB IT decision-makers who are
deploying at least one Web 2.0 tool
© 2011 Forrester Research, Inc. Reproduction Prohibited7
Why social?
Why the social intranet?
How to achieve it?
Agenda
© 2011 Forrester Research, Inc. Reproduction Prohibited8
1: It’s an irresistible force
http://www.flickr.com/photos/thelastminute/1973927918/
© 2011 Forrester Research, Inc. Reproduction Prohibited9
4 OUT OF 5 ONLINE AMERICANS USE SOCIAL MEDIA
Forrester, “A Global Update Of Social Technographics®, September 2010”
© 2011 Forrester Research, Inc. Reproduction Prohibited10
Consumer social adoption is global and universal
Forrester, “A Global Update Of Social Technographics®, September 2010”
© 2011 Forrester Research, Inc. Reproduction Prohibited11
Employees master technology at
home then see ways to use it to solve
customer and business problems.
© 2011 Forrester Research, Inc. Reproduction Prohibited12
What percentage of information workers . . .
. . . pay for a smartphone used for work?
Base: 4,343 US information worker HEROes
Source: North American Technographics® Empowerment Online Survey, Q4 2009 (US)
© 2011 Forrester Research, Inc. Reproduction Prohibited13
What percentage of information workers . . .
. . . pay for a smartphone used for work?
. . . download and regularly use applications on a work computer?
Base: 4,343 US information worker HEROes
Source: North American Technographics® Empowerment Online Survey, Q4 2009 (US)
© 2011 Forrester Research, Inc. Reproduction Prohibited14
What percentage of information workers . . .
. . . pay for a smartphone used for work?
. . . download and regularly use applications on a work computer?
. . . regularly use unsanctioned,login-required Web sites for work?
Base: 4,343 US information worker HEROes
Source: North American Technographics® Empowerment Online Survey, Q4 2009 (US)
© 2011 Forrester Research, Inc. Reproduction Prohibited15
What percentage of information workers . . .
. . . do at least oneof those things?
. . . pay for a smartphone used for work?
. . . download and regularly use applications on a work computer?
. . . regularly use unsanctioned,login-required Web sites for work?
Base: 4,343 US information worker HEROes
Source: North American Technographics® Empowerment Online Survey, Q4 2009 (US)
© 2011 Forrester Research, Inc. Reproduction Prohibited16
Why do employees harness do-it-yourself technology?
Base: 4,343 US information worker HEROes
It is something I use at homeand want to use for work
It is better than whatI’m provided at work
I needed it, and my companydidn’t provide an alternative
Source: North American Technographics® Empowerment Online Survey, Q4 2009 (US)
© 2011 Forrester Research, Inc. Reproduction Prohibited17
2: It’s natural
http://www.flickr.com/photos/cindy47452/3682879212/sizes/l/
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© 2011 Forrester Research, Inc. Reproduction Prohibited18
Social networks accentuate the way people actually work and want to work together; formal structures don't
Informal structureFormal structure
© 2011 Forrester Research, Inc. Reproduction Prohibited19
3: It creates business value
http://www.flickr.com/photos/yomanimus/102798907/sizes/l//
© 2011 Forrester Research, Inc. Reproduction Prohibited20
Collaboration is good business
Spurs innovation and increases competitiveness
Increases knowledge worker efficiency by making it easier to find relevant
information
Increases productivity with reuse of knowledge assets
Builds loyalty and community
Leverages firm-wide expertise and experience
© 2011 Forrester Research, Inc. Reproduction Prohibited21
Small search improvements have a big impact
“We [division of large UK-based global manufacturer] recently determined that a 1% efficiency increase in their knowledge workers finding information would lead to £1.5 million per annum savings.”
© 2011 Forrester Research, Inc. Reproduction Prohibited22
Leveraging expertise is as important as finding information
“Clients are coming to expect from global organisations, not merely the know-how of the particular team that has been assigned to the task, but the very best that the organisation as a whole has to offer.”
-- World Bank
© 2011 Forrester Research, Inc. Reproduction Prohibited23
Elsevier cut email traffic for collateral by 80%
© 2011 Forrester Research, Inc. Reproduction Prohibited24
BBVA taps blogs to empower employees to solve customer and business problems
© 2011 Forrester Research, Inc. Reproduction Prohibited25
Deloitte Australia turns micro-blogging into a knowledge and resource retention engine
- Frequent users are 8-10X more likely to stay with the firm
- Posting a question to the community saves estimated 1 hour spent searching
-
© 2011 Forrester Research, Inc. Reproduction Prohibited26
Why social?
Why the social intranet?
How to achieve it?
Agenda
© 2011 Forrester Research, Inc. Reproduction Prohibited27Source: December 16, 2009, “State Of Play: The Information Workplace” Forrester report
Intranet evolution and maturity phases
© 2011 Forrester Research, Inc. Reproduction Prohibited28Source: December 16, 2009, “State Of Play: The Information Workplace” Forrester report
Intranet evolution and maturity phases
Integration of content, apps,
collaboration support
© 2011 Forrester Research, Inc. Reproduction Prohibited29
Advantages of the intranet as social foundation
Established and familiar to employees
Shared and social access points for enterprise information
Networked hubs of corporate resources
Optimized incrementally over time
© 2011 Forrester Research, Inc. Reproduction Prohibited30
The social intranet is not just social + intranet
Social is sometimes a silo – e.g., blogs and wikis that stand alone from the
intranet and business processes
The social intranet is not just social icing on the existing intranet cake
The injection of social into the intranet enriches existing practices
(knowledge discovery, reuse, collaboration) and creates new practices
(idea generation, innovation) in support of business processes
Social accelerates the evolution of the intranet into the Information
Workplace
The social intranet enables and multiplies the effect of the deep integration
of social into business processes and applications
© 2011 Forrester Research, Inc. Reproduction Prohibited31
Why social?
Why the social intranet?
How to achieve it?
Agenda
© 2011 Forrester Research, Inc. Reproduction Prohibited32
Collaboration & enterprise social best practices
Get executive buy-in. To drive change throughout the organization, you will need
to ensure that the CXO level is completely behind the community. Connect your
CEO with other CEOs who have seen the impact on their organization.
Designate one or more social strategists and business-level evangelists. They
can help identify high-value, low-hanging fruit by identifying teams with real
problems to solve using the social tools.
Gain support from the masses. Build up grass-roots support using teams solving
real problems. Have them tell others about their successes.
Publicize your wins. Actively promote the successes resulting from collaborating
through the community.
Select the right platform for the business’ needs. The wrong choice of
underlying technology can make your community difficult to use. Unless the
community is easier than the alternatives, it will fail.
© 2009 Forrester Research, Inc. Reproduction Prohibited
Thank you
Tim Walters, [email protected]
www.forrester.com
Eugene Lee, CEO, SocialtextTwitter: @eugenelee
The Place Where Work Gets Done.Together.
Making Your Intranet Social
Organizations That Made Their Intranet Social
The Evolution of the Social Intranet
Injecting Social Transforms Intranets
From
• Static
• Publishing
• Searching
• Interrupt-driven
• Personal
To
• Dynamic
• Sharing
• Finding
• In-the-flow
• Social
Technology Considerations
Technology Considerations
DirectoryDocument
Management
CRM SupportEnterprise
Apps…
Technology Considerations
DirectoryDocument
Management
CRM SupportEnterprise
Apps…
•Challenge: Adapt faster to changing media landscape and collaborate better across boundaries
•Solution: Getty Images’ “Mixer” intranet built on Socialtext
•Benefits: Employees access the relevant people and information they need to drive new opportunities
“How do you put a price on an employee coming in and knowing they can find the information they need, know its relevant, and be more efficient at their job? People want to do their best work, and our job is to make that easier for them.”
Jennifer Fox, Director of learning and development, Getty Images
Getty Images
•Challenge: Food flavor manufacturer lacked trusted central location where people could find colleagues and access current information
•Solution: “FONApedia” intranet on Socialtext. Employees share ideas enterprise wide, manage projects, and outpace competition
•Benefits: Reduces e-mail volume by nearly 50,000 messages a year
“FONApedia, our social intranet, has empowered our employees to work together in improving our processes internally, helping us serve our customers even better than before. “
Steve Brewer, IT Director, FONA, Winner of CIO 100
FONA International
Why Socialtext?
Comprehensive solution
Easy, secure and flexible
Partners in customer success
Integration of enterprise data
Proven solution
Recommended Reading
Focus On People
Time For You To Participate
“What is the top
reason your company
wants to make your
intranet more dynamic
and social”
American Hospital AssociationSocial Intranet & Collaboration
Presented By
Jack MacKay, VP/CIOKarthik Chakkarapani, IT Manager
www.aha.org
48
About AHA
American Hospital Association (AHA) is the National Organization that represents
and serves all types of hospitals, health care networks, and their patients and
communities
Represents 5,000 hospitals, health care systems, networks & providers of care
Represents 12 personal membership groups that comprises 40K+ members.
Ensures members' perspectives and needs are heard & addressed in national health policy
development, legislative and regulatory debates, and judicial matters.
Is the voice of members in Washington, earning respect and attention from political, opinion leaders
and the media.
Focus on federal relations, policy, and communications has resulted in a strong record of changing
the thinking of Congress and the executive branch.
Brings value in the form of service and leadership to the hospital field to promote a higher
performing health care delivery system.
Provides hospital leadership, professional development, performance improvement & excellence.
49
AHA’s Vision, Mission, Values
VisionA society of healthy communities, where all individuals reach their
highest potential for health
MissionTo advance the health of individuals and communities; the AHA leads, represents and
serves hospitals, health systems and other related organizations that are accountable to the
community and committed to health improvement
ValuesPeople…Integrity…Leadership…Diversity…Collaboration…Excellence…Innovation
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Who We Are? What We Do?
Trustees/Boards (CHG)Developing excellence & accountability in governance
Diversity in Leadership (IFD)Expanding health care leadership opportunities for ethnically, culturally, and racially diverse individuals
Nursing Leadership (AONE)Shaping health care delivery through innovative nursing leadership
Hospital Professionals (PMGs)Advancing professional development and capacity
Information & Media (Health Forum)Helping leaders to advance hospital strategy and performance
Hospital Operations (AHA Solutions)Advancing the adoption of excellent practices/solutions
R&D (HRET/HPOE)Transforming health care through research, education and dissemination
Community Health (ACHI) Strengthening community health & delivery of community benefit
Physician Leadership Initiative (PLI)Advancing excellence in patient care
Core Organizational Functions & ServicesOptimizing operational
effectiveness & efficiency
Information TechnologyFinance, HR, Admin
Legal, Meetings, Travel
Advocacy & Member Relations Policy leadership, federal relations, communications & resource Center
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Business Needs & Challenges
Improve & Increase Communication & Collaboration across the Organization
Provide New ways for a diverse group of AHA Business units & Employees with different Skills & Expertise to Interact, Communicate, Collaborate & Share information and ideas efficiently
Foster Innovation & Creativity across the organization to attain Performance Excellence & Process Improvements
Break-down Silos across business units and Tap collective intelligence to solve challenges
Facilitate Learning and Capture Knowledge on best practices, standards and methodologies
Discover People, Skills, Expertise and relevant Information quickly & easily
Manage & Collaborate on Projects & Initiatives effectively & efficiently
Provide a Central hub for Information Management, Aggregation & Delivery - Social tools, Seamless integration to SaaS Apps with Single Sign-On, Shared Services, News & Updates, Events, Calendar, Enhanced Security & IT Self-Service functions
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Solution
Social Intranet & CollaborationSocial Intranet & Collaboration
Effective Communication + Collaboration + Interaction + Sharing Knowledge & Ideas
Process Improvement, Process Excellence, Break Down Silos, Creativity & Innovation across the Organization
Leads to
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Social Architecture
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Socialtext - Features & Business Value
Business Value
Discover colleagues and follow people who will be helpful to you
Accelerate and improve communication and collaboration among the people
and teams you work with
Share ideas and solutions
Harness innovation and creativity
Create a hub of information, ideas and expertise on important topics
Get a rich picture of the people behind the work
Bridge across silos and start conversations with ease
Effectively tap the collective intelligence of co-workers
Share quick updates with your team in a targeted way
Manage and collaborate on projects and initiatives
Single Sign-On to Enterprise Applications, IT Self-Service
Run queries against Enterprise Applications systems/data and collaborate on
the results
Features
Social Networking
Microblogging
Collaborative Groups
Distributed Spreadsheets
Dashboard
Wiki Workspaces
Collaborative Blogs
Desktop Application
Mobile Application
Application Connect
Single Sign-On
Intranet
Self-Service
55
Benefits & Process Improvements
Next & New Generation Social Intranet, Collaboration platform & Information Hub
Improved Communication, Collaboration & Interaction between Management & Employees
Effective & Efficient way for Strategy Alignment & Business Unit Initiatives
Quick & easy access to AHA’s knowledge repository, resources, information, updates &
events
Effective & Efficient way for Project Management, Collaboration & Communication
Increased Awareness of IT Strategy, Services, Support, Projects & Initiatives
Improved Collaboration & Communication between Shared Services & Employees
56
Nursing Leadership (AONE) – Collaboration & Communication
Benefits & Business Value
Found relevant information faster and easier
Got additional resources & articles
Discovered people & expertise quickly
Formed a new group for collaboration
Information is now available & searchable \
Task force is on “Schedule”
Task Force
Explore how AONE can better meet the needs ofmembers from small, rural and critical accesshospitals and develop a plan to present to the board
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Strategy Alignment & Initiatives
Benefits
Efficient Strategy Alignment to Projects
Dynamic & Automatic Strategic Mapping
Improved Communication, Collaboration &
Interaction among Management & Employees
Efficient Project Management Collaboration
Increased Employee awareness of Strategies &
Goals
Find relevant information faster and easier
Share ideas, comments & solutions faster & easily
Fosters innovation & creativity to problems
Drive towards Organized Communication
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Project Management & Collaboration
Benefits & Business Value
Improved Communication, Collaboration &
Interaction on projects among Management &
Teams
Efficient Project Management & Collaboration
Efficient Document Management & Collaboration
Increased Employee awareness of projects
initiatives
Why, Who, What, When, How?
Find project updates & status via Signals faster
Share ideas, comments & solutions or ask
questions easily via blogs, signals, groups and
workspaces
Subscribe to Project Communication & Updates
Fosters Innovation & Creativity
Drive towards Organized Communication
59
IT Service Management & Support
Benefits & Business Value
Direct communication between CIO, IT Teams,
Business Units & Employees
Improved Communication & Collaboration
Increased Employee awareness of IT Services &
Support available (Service Catalog – ITIL V3)
Seamless Access & SSO to SaaS Applications
Seamless integration to Box.Net & Delve (Video)
Find IT relevant Information & Updates faster
IT Self-Service, FAQs, Self-help Resources
Improved Customer Service & Satisfaction
Drive towards Organized Communication
60
Technology Architecture & SSO
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Implementation & Adoption Strategies
Strong Commitment & Buy-In from Senior Management
Identify Communication, Collaboration Challenges and Pain-points – Impact?
Identify & define lead Use Cases – Need, Value, Metrics etc
Identify and recruit energetic “Champions”
Do Road-shows, Hands-On Training, 101 sessions on Social Intranet (Facebook? Twitter? Blog? Social
Media?)
Provide Seamless integration and Single Sign-On to critical SaaS applications (Box.Net, IT Self-Service, HR etc)
Publish News & Updates, Success stories and Use cases - “Go to” site
Do Continuous Improvements & Minor Enhancements at regular intervals
Simple Easy to Use Interface, Architecture & Intuitive
Listen…..Measure…..Monitor…..Analyze……Implement
Don’t Give Up!!!! Keep the Momentum !!!
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Questions/Demo Video
Click here to view a short video on AHA’s Social Intranet & Collaboration Platform
Jack MacKay, VP/[email protected]
312.422.2226
Karthik Chakkarapani, IT [email protected]
312.422.2228
Thank You
Visit socialtext.com for information
@socialtext on Twitter