SHARON O’DEA @sharonodeaIndependent consultant

Please collaborate responsibly!

There’s a lack of clear guidance about enterprise collaboration from regulators, which leads to nervousness.

Take a pragmatic approach to risk, ensuring that you effectively balance the need for control against the need to realise the project’s benefits.

Main Message

Banking

$667,000,000

• Enterprise social collaboration• Based on Jive• Integrated with Sharepoint, MS Office, Lync/OCS• 100 targeted use cases• Replaced old Sharepoint 2007 intranet

The project

What are the risks?

Information security

Data privacy and control

Governance

Compliance and monitoring

User behaviour and values

What are the risks?

Failure to realise project benefits

Risk strategy

Managed riskHigh risk High risk

Anarchy RepressionHigh cost of failure High cost of implementation

sweet spot

Overcoming stakeholder concerns

Pre-mortem

A comparison

Image credit: Manny Wilson bit.ly/1nd0BHA

Comparative risk

EmailLync/OCS SharePoint

Teamspace ESN

Com

plia

nce

risk

Little proactive control over what is sent where and to whom Multiple versions of content stored Archives are often inaccessible (hard drive)

Informality and perceived lack of transparency leads to potential risk Monitored to identify issues Decisions or conversations can’t be revisited

Poor user experience reduces risk as not used extensively/proactively Content is often out of date Monitored to identify issues Not mobile friendly

Single place where content is held centrally The transparency and community awareness drives content quality Supports the Bank’s monitoring processes Mobile app for corporate devices

Meeting regulatory and compliance needs

Index

AutonomySearch

Records Management

Module

Activity: Posts, comments, likes, shares, etc...

Activity records sent to Enterprise Vault

records archive

Records Archive queried according to Bank standards

Data is stored on the Bank’s systems. Configured to meet data

privacy requirements

Records Retention and Monitoring enabled through Records Management

module

Public

• Anyone can view

• Anyone can contribute

Members only

• Anyone can view

• Only approved members can contribute

Private

• Only members can view

• Members can contribute

Secret

• Only members can view and contribute

• Doesn’t show up in search

Data privacy and control

Accountability forces good behaviour

Reporting workflowUser reports post

Shows in moderation queue

Restore Delete

Contact individual Contact manager

“I am sorry to hear of this tragedy. My thoughts are with those affected at this time. I wish those who have been injured a fast recovery. May God bless the miserable child.”

Example

Communicating on responsible use

Compliance theatre

Compliance comms

What compliance want to tell

people

What people actually want

to know

Real information for real people

Our rules: Be respectful - make sure you're not doing or saying anything that could be seen as offensive,

threatening or inappropriate

Be professional - act as you want to be seen in any business environment and how you would in any of the Bank's other channels

Respect confidentiality - the same rules apply as other Bank channels in terms of data protection and confidential information. No private side information can be shared at present

Be open and transparent - make sure you're clear and accurate, and if you do make a mistake you take steps to correct it quickly

Make sure it's yours or get permission - don't post anything including images and videos that you don't have the rights or permissions to do so.

Professional standards, the Code of Conduct and the Bank policies all still apply when using the Bridge, as they do with any other internal communication.

Collaborative behaviours

Look after us Pause to think Stay focused Be smart

Play niceBe valuableShare with care

Be yourself Give credit

Make it your own

User communications

Leadership

You mean bancassurance? I’ve worked on a deal like this and can give you some advice. Here’s our team’s blog on it.

Great blog, great work! This is a great example of how we’re working together across our segments and products for our clients.

Client wants corporate credit extended and personal life insurance set up fast to cover business and personal debt. Any advice?

Which tool to use?U

rgen

cy

Whole company1 Team Department

Audience size

Phone call

OCS

Email

ESN private message

ESN private group ESN members only group

Big call

ESN open group

Homepage news story

Email newsletter

All-staff emailMore

Less

• Manage concerns about risk by methodically mitigating risks one by one

• Systems can’t stop people being idiots: real people need real, plain English communications

• Use carrots as well as sticks – show people how this makes their lives better

• Take your lawyers to the pub

Key Points to Take Home

E: sharon@sharonodea.co.ukW: sharonodea.co.uk and intranetizen.com

L: linkedin.com/in/sharonodea/

T: @sharonodea