The Value of Tribal Knowledge and Strategies to Increase Adoption
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Transcript of The Value of Tribal Knowledge and Strategies to Increase Adoption
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The Value of Tribal Knowledge and Strategies to Increase Adoption
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The world has become a giant network
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Fasterresponses
Personalizedservice
Betterexperiences
Your customers expect more.
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Yet, we continue to work like we always have
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As a result,companies are being disrupted.
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Today I Learned• Assess my organization’s social maturity• Effectively Work Out Loud• Enable business value without being disruptive
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My name is…Challenging the status quo
Kanwal KhippleFounder, Principal Consultant
Creative Lead World’s 1st Office 365 based intranet and award winner
(Nielson Norman 2014).
.
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You’ll love the way we work. Together.
User Experience
Business Strategy
Technology Architecture
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Share is the new save
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Social MaturityCrawl. Walk. Run.
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Evolution of Social Mediums
IMEmailPhone Voice & Video
Social Networking
1 to Many
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Work like a network?
• Awareness and embracing a new approach• Social doesn’t equal slacking• Open doesn’t equal insecure• Publish then perfect• Authoritative content is not the only kind that offers
value
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Don’t over think social
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Diffusion of “Social” Innovations
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Maturity Model
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How does your organization rank?
No Process Informal Process, Randomly Performed
Formal Process, Routinely Performed
Define and measure social metrics 1 3 5
Define objectives aligned with target audiences and social metrics 1 3 5Create a social engagement strategy with a tactical plan of action 1 3 5Select processes that fit social platform architecture and tactics 1 3 5
Social Maturity Rank Trial Phase 4-6 Transition Phase: 8-16 Strategic Phase: 18-20
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The point is to extract learning FROM work, not impose more work
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Adoption Model
• Baseline - define where you are currently and objectives for improvements• Plan a Pilot - prioritize social capabilities and define training, pilot and
standards• Training & Piloting - introduce non-disruptive social capabilities with
greatest potential value• Launch and Drive Success – communicate effectively on purpose and value• Adapt and Iterate - collect metrics, tweak processes as required and
integrate into how you operate
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• Employee Connectedness• Culture Initiatives• Sharing Industry Articles &
News
• Replace Meetings• Team & Department FAQ
Sharing• Employee Recognition
• Streamlining Any Business-Related Function or Task
• Co-Authoring Content• Sharing Best Practices
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If what you’re doing isn’t worth sharing, then why are you doing it?
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“Social Enterprise is implemented 80% through organization culture and 20% through technology.”
- Gartner, September 2012
Transforming Culture + Deploying Technology
TechCulture
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Work Out LoudLoud. LOUDer. LOUDER.
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Social communities leverage an increasingly expensive asset – people – by allowing them to work out loud, connect with more people, establish trust, and find relevant information and solutions more quickly.
Rachel Happe
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Which Communities, When?
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When to Work Out Loud
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Be your Organization’s Intraprenuer
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Yammer & Your OrganizationTips for every organization
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How to earn success
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Why Yammer?
• One application for global communications.• Best solution to build our social
business & improve business agility.• Quick to implement.
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Tips to increase adoption?• Used Yammer’s ‘Quick Launch’ plan.• Executive and HR buy in.• Yambassadors Team in every office.• Made it easy to reach for help.• Made it fun!
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What does success look like?• Gave us the business agility & social business we needed.• Has become imbedded into business.• Continuous quarterly health checks.• Helped with our company culture.• Part of our normal work life.
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Enable Business ValueGO where the community is.
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Culture Move from Command and Control to Network: Open, Fluid, Fast
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Listento conversations
that matter
Adaptand make smarter decisions
Growyour
business
Work like a network.
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Come For The Content, Stay For The Community
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#worklikeanetwork
Adapt
improvement in project collaboration
37 %Grow
of business leaders agree that internal social tools stimulate innovation
93 %
Red River, 2013Inside Communication, 2012
Listen
more visibility into other departments and office locations
76 %
Yammer, 2013
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Deciding Factor for ESN?
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Impact of ESN?
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Ways to Drive Business Value
1. Encourage Sharing2. Capture Knowledge3. Lunch and Learns4. Yambassadors5. Praise an employee6. Enable Action7. Empower Employees8. Post an idea and ask for feedback9. Start a group
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If everyone in the team narrated their work openly, we wouldn’t need any meetings to assess project status and we would gain a lot of time.
Jerden Sangers
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Analytics Overview
56
Getting Started
• Take a snapshot to measure results over time
• Toggle the results between 7 or 28 days
Best Practice
s
• Work with your Community Manager to decide network analytics strategy
• Use this view to see if there is consistent growth
Questions to
Ask
1. Are messages being posted by a few people in your network? 2. How can you get additional member active and involved? 3. With the growth, what additional actions are needed?
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Engaged Members
57
Getting Started
• Toggle the results between 7 or 28 days
• Engaged users have taken an action* in Yammer
Best Practice
s
• Use this view to see how many total members are in the network
• Engagement varies because of organizational uses of Yammer
Questions to
Ask
1. How are new members joining the network? 2. What could be done to increase the level of engagement?
* An action means the member has posted, replied to, Liked or Shared a conversation or Private Message, viewed a full conversation, or clicked
to expand a post.
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Today I Learned• Where my company is in their social maturity• How to effectively Work Out Loud• I can enable business value without being disruptive
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Got Yammer! Now what?
• Week 1 – motivate and engage the existing community• Week 2 – recruit and engage new employees• Week 3 – showcase the organization, network and
people• Week 4 – discuss what matters
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Yammer Feature Cheat Sheet
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Cultivate relationshipsAs in any good relationship, your followers require care and attention. Follow the five-step adoption model in this presentation to deliver high-quality content that addresses member needs and you‘ll not only grow your community, but also forge bonds and foster honest conversations with potential customers.
Thanks for listening, and happy posting!
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Connect. Collaborate. Share.
Chicago SharePoint Developers User Grouphttp://www.chdevspug.com/
Chicago SharePoint Users Grouphttp://www.meetup.com/sharepoint/
Office 365 Technical Networkhttps://www.yammer.com/itpronetwork/
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Thanks to our sponsors!