SUSAN HANLEY LLC Let’s Get Social: Best Practices for Leveraging the Social Computing Features of SharePoint 2010 May 9, 2012 ©2012 SUSAN HANLEY LLC.
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SUSAN HANLEY LLC Let’s Get Social: Best Practices for Leveraging the Social Computing Features of SharePoint 2010 May 9, 2012 ©2012 SUSAN HANLEY LLC Agenda Should you care about Social Computing? How can you get prepared? – Key Steps How does SharePoint do social? Clearly Identify the Business Problem Decide Which Features Make Sense Prepare to Respond to Barriers Define Your Governance Plan Define a “Do-able” Pilot Project Provide Best Practices and Examples Prepare a Launch and Communications Plan 2 About Me • • • • • Knowledge Management Information Architecture Portals Collaboration Solutions Expertise Governance, User Adoption, Metrics • Led national Portals, Collaboration, and Content Management practice for Dell • Director of Knowledge Management at American Experience Management Systems • President, Susan Hanley LLC • www.susanhanley.com • @susanhanley Find Me • [email protected] • 301-442-0127 Main Event 3 Getting Social with SharePoint 2010 Blogs Wikis Profile Interests, Expertise, Education – About Me My Content Status Updates (Newsfeed) Social Metadata: tags, notes, comments, ratings Community Sites (team sites) “Friends” (e.g. NewsGator Social Sites) 4 Should I care? which are why we care about Social Computing means User Generated Content Business Results! results in drives Better Content Engaged Users results in 5 Engagement drives meaningful business results … According to Gallup, engaged employees exhibit: 37% less absenteeism 18% higher productivity 25-49% less turnover 16% higher profitability 27% less employee theft Source: http://www.gallup.com/consulting/121535/employee-engagement-overview-brochure.aspx 6 … but you need to do more than engage 7 Gartner predicts that you won’t have a choice By 2014, Gartner predicts that social networking services will replace e-mail as the primary vehicle for interpersonal communication by as many as 20% of business users. Source: “Tapping the positive from social networks for collaboration,” eWeek, November 15, 2020 8 And, it’s not just the millennials Social networking among internet users 50 and older nearly doubled to 47% from 25% between April 2009 and May 2010 http://online.wsj.com/article/SB10001424052748703559504575630404070140386.html?KEYWORDS=older+adults+and+social+media http://www.pewinternet.org/Reports/2010/Older-Adults-and-Social-Media/Report.aspx 9 Social computing is everywhere … 16,800,000 Google Hits You can get a degree in Social Computing at the University of Michigan (School of Information) It’s in every product description Social: it’s the new black 10 But, … There is only valid reason for implementing the social computing features of SharePoint: You have a business problem to solve! 11 So, what are the secrets? Clearly Identify the Business Problem Decide Which Features Make Sense for Your Organization Start small and build and expand Have a cross-functional team Provide Best Practices and Examples Mange content, plan oversight, define policies and procedures Define a “Do-able” Pilot Project Understand concerns, identify champions Identify value proposition Define Your Governance Plan It doesn’t have to be ALL (or none) Be Prepared to Respond to Barriers Which existing business processes would benefit from social capabilities? Define how you will measure success Make sure people know what is expected Prepare a Launch and Communications Plan How can we ensure both adoption and participation? 12 1. Clearly identify the business problem Increasing the speed of access to internal experts Building relationship capital Improving the connection between people and the content and processes they need to get their jobs done – even when the connection crosses traditional organizational boundaries Increasing employee engagement Identifying new opportunities for mentorship and knowledge sharing Allowing users to contribute content to information repositories Moving conversations out of the limited range of e-mail and hallways and in to online spaces where more people can benefit Discover emerging opportunities and identify opportunities for innovation Making it easier to recruit and retain new, Internet-savvy employees 13 Geoffrey Moore predicts major investments in “social” technologies According to Moore, “Systems of Engagement” haven’t yet “crossed the chasm” Individual companies are doing initiatives but everyone is talking about it You’re not doing this yet, either? No. Good, neither are we. CIO Conversations about Social Computing 14 Think about identifying the business problem for your organization this way … Focus on the critical moments of engagement and work backwards Services: Product Development: Sales process engaging with a new client Analyst creating a deliverable Engineer struggling with a problem Resource Planning: Project Manager looking for the most qualified resources for a project 15 Back to those millennials and “I’d better do it for them” thinking … You won’t do it well You won’t be focused It won’t make it easier for people to do their jobs It will be a waste of money Since you do it badly, the millennials are going to laugh at you behind your back on 16 How do you spell success? Focus on tangible metrics – not adoption User adoption should not be used a proxy for success. Operating metrics measure the success of key business processes. Operational metrics prompt managers to use social software and encourage their employees to do so as well. Reduce superfluous emails and meetings by 25% Cut help desk calls by 50% “I decided to use it because it helps me do my job – not because someone told me to use it.” “I found the expert in 15 minutes versus two days.” “Social software for business performance - The missing link in social software: Measureable business performance improvements.” http://www.deloitte.com/assets/DcomUnitedStates/Local%20Assets/Documents/TMT_us_tmt/us_tmt_ce_socialsoftware_fullreport_0209111.pdf 17 Example Business Case Agility Top Line Focus Flexibility Effectiveness Benefits Bottom Line Focus Other Benefits Productivity Cost Efficiency Sustainability • Improve reaction times to client requests or market changes • Improve capabilities to staff global teams with the right skills • Enable one delivery model for sustainable project delivery • One common workplace and data anywhere • Reuse and leverage assets • Improve access to information and expertise • Faster education of new resources • Improve Accenture’s cost base (travel, facilities, IT support, administration) • Reduce Accenture’s carbon footprint and environmental impact Source: http://bit.ly/IdpAHR 18 2. Decide what makes sense – for your organization You don’t have to have it all ... or do it all – at least not all at once. Consider promoting different features at different times – even if they are all available. Tie what you choose to do with your organizational goals. If you don’t, don’t expect participation. Figure out who should play. More is better. Decide whether SharePoint alone is enough. You may decide that you need a third party tool. 19 Customize or Add Friends? It depends! EA: Heavily customized people pages Accenture: Heavily customized plus NewsGator (learn more on You Tube: 4 videos in a series starting here http://youtu.be/ssZPn1r5O6c) 20 3. Be prepared to respond to barriers - the hall of blame U.S. monthly time on the internet in millions of hours (Nielsen) Social Networks/Blogs 906 407 Games 329 E-mail Portals 176 IM 160 Videos/Movies 156 Search 138 Software Information 131 Multi-category Entertainment 111 Classifieds/Auctions 107 0 200 400 600 800 1000 Millions of Hours 21 Barriers you may hear – because I have! “If we allow any user to contribute content (to a discussion board or a wiki or a blog), we risk exposing inaccurate information.” “If we allow people to post anything they want in their profiles or on their blogs, they may talk about inappropriate topics or about other people or about information that can’t or shouldn’t be universally shared.” “I don’t want to share what I know in a blog because then someone might take my idea and use it without giving me any credit.” “Status updates and notes will be used for trivial purposes and provide a distraction from the main event: work.” 22 The Hierarchy of Digital Distractions | It’s real … SCENARIO 1 If Landline rings when your reading Facebook, Landline wins your attention … … at least until a text message arrives. SCENARIO 2 E-mail linking to video of kittens frolicking trumps Work e-mail until E-mail announcing mass layoffs arrives http://www.informationisbeautiful.net/visualizations/the-hierarchy-of-digital-distractions/ 23 … and given some recent events, there may be some reason to worry about inappropriate content “Don’t Be a Weiner (or a Loser): Think Before You Post” http://www.retrevo.com/content/blog/2011/06/posting-remorse 24 But there could also be some very real show stoppers Lack of a business case Lack of executive support Lack of IT support 4. Define your governance plan Number one rule inside the enterprise: no anonymous content Explain what you mean Ratings? What are you rating? What do you think is the average grade for things reviewed online? 4.3 Status? What do you care about? Profile? What should you include? Blogs? What should you talk about? 26 5. Define a “do-able” pilot Employee engagement is a key success factor Start with a small proof-of-concept focused on a specific business problem Note Board web part to comment about internal news. Don’t “over-plan” Focus on usability, look and feel, and information architecture Engage the “seasoned veterans” and key influencers (energetic champions) 27 6. Provide Best Practices and Examples Tips to get started Ask questions Share great content Answer questions Acknowledge contributions by others Status updates “Narrate your work” Discussion Boards Have a moderator Be sure questions get answered “Prune” Profiles People need people But check with Legal and HR Metadata Create some to start with! Monitor – it’s got to be someone’s job!!! 28 Best Practice Blogs Nervous? Start small. Develop a social media policy Coca Cola (have fun, be smart) http://www.thecoca-colacompany.com/socialmedia/ Intel (disclose, protect, use common sense) http://www.intel.com/content/www/us/en/legal/intel-social-mediaguidelines.html Create specific policies for bloggers Executive blogs should be authentic Allow comments on blogs Don’t allow anonymous comments on blogs – own it! Keep content current 29 Executive blogs need to be authentic … 30 … and all blogs need to be accessible (or even promoted) 31 Best Practice Activity Updates Share exciting news like customer wins or client quotes Post interesting and useful material you’ve found (links to articles) Ask a question Answer a question Post project milestones 32 7. Prepare and launch a communications plan Use the feedback from your pilot to help plan an organization-wide launch plan. Be sure to capture user stories focused on how the community features helped them do their jobs more effectively. Use these stories in your communications activities to help spread the value proposition across the enterprise. Consider how you might want to use incentives to drive initial participation. Promote different features at different times. 33 Case Studies and Examples “A tool like SharePoint is a huge asset that is helping Ford realize our One Ford vision of a unified global team. It makes it as easy to work with someone in Chennai as it is to work with someone at the desk next to you.” “… now SharePoint is our global water cooler .” Elmer Martinez Engineer, IT Test and Verification Systems Ford Motor Company “ With SharePoint, lessons learned can be shared across the organization to increase quality, efficiency, and lower costs.” Chris Wren External Development Manager Electronic Arts Stephen Smith Manger of Environmental and Quality Information Technology Ford Motor Company • September 2011, Mainstay Partners. “Leading Enterprises Turn to SharePoint to Provide Productive Social Networks.” • I Use SharePoint: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx 34 Thoughts to take home Working in new ways in the digital world requires a new set of competencies: Tool Literacy Publishing Literacy Resource Literacy Emerging Technology Literacy Research Literacy Critical Literacy 35 Final Advice … in addition to the Top 7 Make it easy Integrate in the places where work gets done Market and promote 36 Contact Information Susan Hanley President, Susan Hanley LLC www.susanhanley.com [email protected] 301-469-0770 (o) 301-442-0127 (m) Blog: http://www.networkworld.com/community/sharepoint Twitter: @susanhanley 37