Business goes social
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This document discusses how businesses are increasingly using social technologies to engage employees, customers, and partners. It argues that social platforms fit existing business cultures by allowing knowledge to be shared openly through conversations and collaboration, rather than requiring top-down documentation. Such platforms expose an organization's entire network and knowledge, including both explicit knowledge stored in documents and tacit knowledge shared in real-time interactions. They provide value both for individuals through improved collaboration and efficiency, and for businesses through increased innovation, engagement, and faster onboarding of new employees.
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Business goes social
- 1. Business Goes Social SMLF – March 2014 Simon Levene Senior Strategy Consultant, Jive Software
- 2. 2 © Jive confidential DRIVE EMPLOYEE PRODUCTIVITY ENGAGE AND SUPPORT CUSTOMERS AND PARTNERS ENGAGE, TRAIN AND ALIGN YOUR WORKFORCE THE COMMUNICATION AND COLLABORATION PLATFORM FOR MODERN, MOBILE BUSINESS INTEGRATE & EXTEND PORTAL REPLACEMENT SOCIAL COLLABORATION EXTERNAL COMMUNITIES Jive: the communication and collaboration platform for modern, mobile business
- 3. 3 © Jive confidential Engaging, connecting and mobilising Business value is not optimised by sharing static knowledge, it’s delivered by engaging the ideas, thoughts, emotion and interpretation of your people. True value is found in the instant – when the light bulb comes on and knowledge is shared and reused Enterprise Knowledge is a combination of: • Explicit knowledge – documented „just in case‟ • Tacit knowledge – uncovered „just in time‟ through conversation and collaboration
- 4. 4 © Jive confidential Cultural Change or Cultural Fit Does your organisation consider itself ‘good’ at sharing knowledge? Possibly not at ‘just in case’ posting documented artifacts, but get people talking and they will probably share openly • Few business cultures are proactive about storing knowledge artifacts in databases • Most businesses cultures demonstrate that if you connect people they will share openly • Social technologies fit your existing culture rather than requiring cultural change (which is expensive and prone to failure) • Peer recognition – the greatest motivator • Self promotion • Noise reduction – how many times do you want to answer the same question
- 5. 5 © Jive confidential The Organisational Grey • Delivering the knowledge of your organisation will involve connecting: – People to people – People to communities – People to information / systems • Expose your entire network, not just individuals personal subset
- 6. 6 © Jive confidential Value for the Business and the Individual What’s in it for me • Making it as easy to collaborate at work as it is at home • Provides a storefront for skills and experience • More engaging, less tedious • Stronger relationships, „feels‟ better • Efficiency enables quality of life balance Adding Business Value • Bringing the power of the entire organisation to every customer interaction • Accelerating innovation and „time to market • More effective team working • Reduction in communication and management cost • Sticky workforce and faster onboarding • Engagement on steroids It is not about features & functions, it's about how you bring capabilities together to answer a human question - how do you delight users by giving them a platform that meets their personal needs as well as your business objectives.
- 7. 7 © Jive confidential How do I get the right information to the right people? The Old Way Metadata & Search The New Way Exploiting Big Data & Social Graph
- 8. 8 © Jive confidential How do I get the best content to surface? • Bottlenecks • Time Intensive • Reinforces “Same” Thinking • Stifles Innovation The Old Way SME-Approved Content The New Way SMEs and “Wisdom of the Crowd” Submit Review Further Recommendations Accept Reject
- 9. 9 © Jive confidential How does that work? Both SMEs and the community have a voice Content can be featured by subject matter experts, ensuring high quality content is surfaced Content can be surfaced based on high user rating, liking, or popularity AND
- 10. 10 © Jive confidential How do I find the right people with the right skills & experience? • Profile‟s detail individuals skill, bio‟s and connections • Colleague‟s nominate skills they validate • Connection points (degrees of separation) are visualised • See the „status‟ of an individual based on their „social activity‟
- 11. 11 © Jive confidential Business goes Social • Single version of truth • Artifact • Static • Bought to life – discussed, enhanced, reused • Dynamic/ Agile – just in time • Engaging, human, real
Notas do Editor
- Jive is the communication and collaboration platform for modern, mobile business. And it does three key things:First of all it helps you engage, train and align your workforce with our portal capabilities. Second, it drives employee productivity with our social collaboration capabilities. And third, it helps engage and support your customers and partners with our external communities. And across all of this, we make it possible to integrate and extend the platform so you deliver a great experience to your users as well as fit into your current and future technology stack.
- Knowledge Management context of:Hearts & Minds, not just Fingers – the most valuable knowledge is in people’s heads not what they write and they share that through personal interactionTime - just in time not just in caseLive - knowledge should not be an aged artefact but rather a living, breathing, vibrant, deliverable capabilityValue - knowledge provides business value if it is reused. Having a large quantity of artefacts that are not reused is of no value to anyone
- Sharing is a basic human trait:People by their nature like to share - but they do this through personal contact with other peopleKM does not need 'culture change', approaches need to reflect the culture of the organisationConnecting people and forming conversations and communities around activities is part of the human social fabricStand in the shoes of the individual and think 'what is in it for me' and base explanations on this perspective
- The story with this graphic is as follows:When a client/ customer comes to your organisation they expect the knowledge of your organisation to be delivered by each and every person.The reality is that each person has a limited personal network and the resources (be they communities, specialists, people) they know of are a subset of the whole. Their slice of the pizza is relatively smallIf the person is a ‘new joiner’ their slice of the pizza is even smaller, possibly with only access to the corporate intranetThe objective of Knowledge Management, enabled by Social Technologies is to make available/ visible the People, Specialists, Communities, and System/ Resources available across the organisationIs this about adding business value - AbsolutelyBasic tennants of business value:Effective team members - based on the strength, growth and sustainability of their personal networkFinding the people with requisite skills and experienceLearning and developing people in the context of a topicFinding exemplar experiences whether in conversations, documents, communities that I know have authority/ credibilityProviding a forum for teams to coalesce and work togetherAccelerate innovationProvide value to each individual - manage the pennies as they become pounds
- Making it relevant to you and asking questions:Find the person, ask them specifically – solves the “You don’t know what you know until you’re asked: problem – all about point in time and contextContribute to an already existing thread
- Authority:Network effectLikes, ratings, commentsSharing & developing knowledgeCoPs (example)Social learningSpecific projects - bids, projects, developing material
- Locating someone who knows: Expertise search and profiles – in Jive you don’t only get self-declared expertise, you also get expertise endorsements and more importantly emerging experts where it’s clear from their body of work (working out loud?) that they know about this