Make Your Intranet Social

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Making Your Intranet Social Eugene Lee CEO Tim Walters, Ph.D. Senior Analyst Jack MacKay Vice President & CIO Karthik Chakkarapani IT Manager – Strategy & Operations
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Learn about the benefits of having a Social Intranet from Socialtext, Forrester Research and the American Hospital Association. To see a recording of this presentation please visit http://www.socialtext.com/products/webinar_socialintranet.php

Transcript of Make Your Intranet Social

Page 1: 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

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© 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

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© 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.

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© 2011 Forrester Research, Inc. Reproduction Prohibited4

Why social?

Why the social intranet?

How to achieve it?

Agenda

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© 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”

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© 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

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© 2011 Forrester Research, Inc. Reproduction Prohibited7

Why social?

Why the social intranet?

How to achieve it?

Agenda

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© 2011 Forrester Research, Inc. Reproduction Prohibited8

1: It’s an irresistible force

http://www.flickr.com/photos/thelastminute/1973927918/

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© 2011 Forrester Research, Inc. Reproduction Prohibited9

4 OUT OF 5 ONLINE AMERICANS USE SOCIAL MEDIA

Forrester, “A Global Update Of Social Technographics®, September 2010”

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Consumer social adoption is global and universal

Forrester, “A Global Update Of Social Technographics®, September 2010”

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Employees master technology at

home then see ways to use it to solve

customer and business problems.

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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)

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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)

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© 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)

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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)

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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)

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2: It’s natural

http://www.flickr.com/photos/cindy47452/3682879212/sizes/l/

19

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Social networks accentuate the way people actually work and want to work together; formal structures don't

Informal structureFormal structure

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3: It creates business value

http://www.flickr.com/photos/yomanimus/102798907/sizes/l//

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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

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© 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.”

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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

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Elsevier cut email traffic for collateral by 80%

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© 2011 Forrester Research, Inc. Reproduction Prohibited24

BBVA taps blogs to empower employees to solve customer and business problems

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© 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

-

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© 2011 Forrester Research, Inc. Reproduction Prohibited26

Why social?

Why the social intranet?

How to achieve it?

Agenda

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© 2011 Forrester Research, Inc. Reproduction Prohibited27Source: December 16, 2009, “State Of Play: The Information Workplace” Forrester report

Intranet evolution and maturity phases

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© 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

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© 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

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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

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© 2011 Forrester Research, Inc. Reproduction Prohibited31

Why social?

Why the social intranet?

How to achieve it?

Agenda

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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.

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© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Tim Walters, [email protected]

www.forrester.com

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Eugene Lee, CEO, SocialtextTwitter: @eugenelee

The Place Where Work Gets Done.Together.

Making Your Intranet Social

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Organizations That Made Their Intranet Social

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The Evolution of the Social Intranet

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Injecting Social Transforms Intranets

From

• Static

• Publishing

• Searching

• Interrupt-driven

• Personal

To

• Dynamic

• Sharing

• Finding

• In-the-flow

• Social

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Technology Considerations

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Technology Considerations

DirectoryDocument

Management

CRM SupportEnterprise

Apps…

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Technology Considerations

DirectoryDocument

Management

CRM SupportEnterprise

Apps…

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•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

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•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

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Why Socialtext?

Comprehensive solution

Easy, secure and flexible

Partners in customer success

Integration of enterprise data

Proven solution

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Recommended Reading

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Focus On People

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Time For You To Participate

“What is the top

reason your company

wants to make your

intranet more dynamic

and social”

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American Hospital AssociationSocial Intranet & Collaboration

Presented By

Jack MacKay, VP/CIOKarthik Chakkarapani, IT Manager

www.aha.org

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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.

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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

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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

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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

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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

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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

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Thank You

Visit socialtext.com for information

@socialtext on Twitter