Roadmap for Improving Collaboration, Innovation and Citizen Participation

Atle Skjekkeland, Vice President, AIIMConnect@ askjekkeland@aiim.org

twitter.com/Skjekkeland

www.facebook.com/skjekkeland

www.aiim.org

Geoffrey Moore and the AIIM Task Force

Pictures courtesy of John Newtonwww.aiim.org/futurehistory

Building out our core Systems of Record

Command and control

Systems of Record

Transaction-oriented

Data-centric

User learns system

Security is key issue

Source = AIIM and TCG Advisors

Large orgs

SMEs

Home office

Consumer

The flow of IT innovation during the past two decades

What’s wrong with enterprise IT?

You Say You Want a Revolution

Enterprise ITOn Hold

Consumer ITOn Fire

Source = AIIM and TCG Advisors

Access• Infinite content, no

barriers to entry, no barriers to exit

• Communications are any-to-many-to-one

• Social networks, blogs, Skype, Twitter

Source = AIIM and TCG Advisors

Broadband• Pictures and video

are the killer apps• Newspapers and

magazines are toast

• TV and radio are being reengineered even as we speak

Source = AIIM and TCG Advisors

Mobile• PC for the

emerging markets

• iPhone sets the bar in mature markets

• Texting, camera, location-based services

Large orgs

SMEs

Home office

Consumer

The flow of IT innovation over the past 5 years…

ERP

SCMCRM

Original slide concept from Cisco

EnterpriseApps

ServerArchitecture

Devices

OperatingSystem

KnowledgeWorkerApps

Era

Years

Typical thing

managed

Best known

company

Content mgmt focus

Mainframe

1960-1975

A batch transactio

n

IBM

Microfilm

Mini

1975-1992

A dept process

Digital Equipment

Image Mgmt

PC

1992-2001

A document

Microsoft

Document Mgmt

Internet

2001-2009

A web page

Google

Content Mgmt

Social and Cloud

2010-2015

An interaction

Facebook

Social Business Systems

Systems of Record

Systems of Engagement

Using Social Media to Engage Citizens?

Why should you care?

BECAUSE 57% FEEL BETTER SERVED BY COMPANIES THAT CONNECT WITH THEM VIA SOCIAL MEDIA.

Source: 2008 Cone Business in Social Media Study

“You will lose control – Get used to it!” JP Rangaswami – CTO, BT at Enterprise 2.0

IT Users

Inside the Enterprise Outside the Firewall

Good Heavens!Put that Tweet in a System of Record!

Chill Seymour!We don’t need

you anyway!

Source: John Newton, Alfresco

Using Social Media to Engage Staff?

Social NetworkingWikiBlogInstant MessangarRSS Video calls

18-30

31-45

>45

“I expect to use the same type of networking tools with my business colleagues as I do with my friends and family.”

47%

37%

31%

Source: AIIM

“I believe that the ‘wisdom of the crowds’ improves information quality ”

57%

49%

33%

18-30

31-45

>45

Source: AIIM

Download at www.aiim.org/roadmap

AIIM Social Business Roadmap

• Not a step in the roadmap, but necessary precursor to successful social business initiatives. – Transparency– Trust– Technology

0. Empowerment

• Experimental use of technologies

• Proof of concept

1. Emergence

Emergence (continues)

• Formalization of approach

• Social business assessment

• Planning and project management

• Social business team

2. Strategy

External: US Fed Gov

2. Strategy (continues)Communication Brand Exposure Traffic to Site

Twitter

Facebook

LinkedIn

YouTube

Digg

Del.icio.us

Good

Good

Good

Good

OK

OK

GoodOK Bad

Good Good OK

GoodOK Good

Bad Bad OK

Source: CMO External: Role of Social Media

• Identify desired capabilities and deployment options– Specific tools– Hosted, enterprise,

commercial, mobile• Procure and implement

tools• Develop and deliver training

and support• Integration

3. DevelopmentInternal:

• Enterprise Facebook

• Enterprise YouTube

• Enterprise Twitter

• Global presence detection

• On-demand conferencing

• Telepresence everywhere

• Mobile access to everything

• Global search

• Social content management

• With more revolutionary applications to come . . . .

3. Development (continues)

OneForty.com

4. Monitoring

External: Monitor conversations

• Seed content into tools

• Use the tools!• Be patient

5. Participation

• Move from listening and broadcasting to engagement

6. Engagement

Internal: Intellipedia

6. Engagement (continues)

External: Whitehouse.gov

7. Governance

1. Prevent

• Risk assessments

• Training

• Policies & procedures

• Executive commitment

3. Respond

• Investigation

• Communication

• Improvements

• Employee discipline

2. Detect

• Audit

• Ombudsman

• Monitoring

Prevent

DetectRespond

• Spear Phishing is an attack targeting a specific user or group of users, and attempts to deceive the user into performing an action that launches an attack, such as opening a document or clicking a link

• The second concern regarding social media use by federal employees is Social Engineering, which relies on exploiting the human element of trust

• Advances in web application technologies allow attackers to use new techniques against social media websites not previously possible in email.

• Policy Control– The safe use of social media is fundamentally a behavioral

issue, not a technology issue.

• Acquisition Controls – Ensure some level of risk management, mitigation, and

acceptance of residual risk.

• Training Controls– Provide periodic awareness and training of policy, guidance,

and best practices

• Network Controls– Use technologies to secure a department’s infrastructure

• Host Controls – Just as important to securing the network is securing the host.

Policies and Procedures

The US Air Force’s Rules of Engagement for Blogging

• Encourage uptake of the tools• Monitor efficacy of tools• Measure and analyze tools and

processes• Continue to educate users and

stakeholders• Identify changes to tools and new

tools to consider

8. Optimization

8. Optimization (continues)

How to implement Social Business?www.aiim.org/roadmap

1. Emergence 2. Strategy3. Development4. Monitoring5. Participation6. Engagement7. Governance8. Optimization

Connect@...

askjekkeland@aiim.org

twitter.com/Skjekkeland