Best practices in implementing a social portal

Social Implementation Best Practices
Michael Porter, Perficient
June 6, 2013

© 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential 2
A national IT & Marketing consulting
firm, with expert teams focused on helping
our clients implement compelling, useful
customer experiences.
Fast Facts:
• Founded 1997
• $380 MM+ in annualized revenues
• 24 locations in North America
• Offshore in Europe, China and India
• 1900 + employees
• 80% of revenue from recurring clients
• Served 450+ clients in past 12 months

© 2013 Perficient incorporated, All Rights Reserved. Perficient Confidential
Michael Porter
Principal for Portal and Social
Perficient
@porteronportal

Portal and Social Practice Overview
4
Practice Snapshot
 12+ years of portal experience
 Expertise delivering solutions across
multiple platforms
 800+ successful portal implementations
 Over 400 experienced portal consultants
on staff cross trained
 Strong Social Business and Web 2.0
expertise
 Industry thought leaders and speakers
 Formal methodology & tool set to ensure
success
Perficient Portal Capabilities
 Full Life-Cycle Implementations
 Strategy & Business Value Assessment
 Portal Design (User-Centered
Approach)
 Architecture & Enterprise Security
 Implementation & Portlet Development
 Education and Mentoring
Portal Experience includes
 IBM WebSphere Portal
 IBM WCM
 Forms Server
 IBM Connections
 Other Vendor Portal Products
Portal Types
 Customer portals
 Partner Portals
 Employee Portals
 Transaction and Reports Portals
 Dealer Portals
Perficient Strategies
and differentiators
 Cross-functional business process
experience
 Enterprise architecture expertise
 Deep Content Management &
Integration experience
 Understand the balance between
business and IT
 Creative Design and Branding
accomplishments within Portal
Blogs.Perficient.com/Portals
Click on the info graph images for more information about our portal
experience.

Company Collaboration Has Changed From This

To This

Another Way of Thinking About It
http://collaborationmatters.com/the-collaboration-diner-post/

HowTo Implement Successfully
It’s Less About Development These Days
A Top 9 List

1. Identify The Right Roles: Your Social Network
• Social Champion
• SME
• Hub
• Community Manager
– Sets goals
– Is Committed
– Understands the users
– Cross-fertilizes
– Keeps up with trends
– Measures

2. Identify The Right Roles: Your Implementers
Role Description
Architect / Installer Scales the implementation correctly. Installs the various
components on the right server. Ensures you have high
availability for your system.
Social Business Analyst Identifies champion, SMEs, Hubs, and community
manager. Trains key individuals. Helps in rolling
implementation to various audiences Gathers technical
requirements
Visual Designer Ensures your look, feel, brand, and taxonomy all work
together. Changes the html/css of the social networking
tool to meet your needs.
Developer Relatively minor role compared to traditional employee
portal projects. Creates custom widgets. Enables activity
stream open social feeds, extends search engine, and
other development related work
These are social network specific roles. Combine social network and
portal projects will have a larger number of roles.

3. Find the Key Individuals
• A champion, SME, or Hub already has the
proclivity for the role. They are
engaged, not made
• Identify the possible people to fill the roles
• Target them for additional discussions and
training
• A social champion will spend time with
community managers, SMEs, and Hubs
• Don’t shortchange this key task for solid
technical tasks

4. First Use Those Excited About It
• Understand your culture
• Many will not want to jump in with
both feet
• However, several departments or
individuals will show excitement
and even volunteer for it
• Target them first
• Plan on a rolling implementation
• It’s better to enable a few
successfully than many poorly

5. Your Social Portal Is Only As Good As What You Include
• Your Social Portal should
show relevant content from
around your Intranet
• Activity Feed can aggregate
from multiple sources
• Profile should include more
than just an address
– Major University wanted to
include researcher assets
and projects

Ideas on Sources for Your Social Portal
• HR System
• Active Directory
• Legacy SharePoint
• External Blogs
• Salesforce or Siebel
• Reporting Systems
• Document Repositories
• Learning Management
• Logistics Systems

6. Don’t Forget About Compliance and Monitoring
• Legal Discovery will happen
– Be Prepared
– Integrate you social network
– Actiance, Autonomy, etc.
• Manage your conversations
– Integrate comments, forums, etc.
with tools that don’t allow
inappropriate content

7. Measure Success
• Visits to my page
• Likes
• People following me
• People I follow
Poor Measures of Success

Measure Success
• Think in terms of
– Inputs
– Output
– Outcomes
– Impact
Better measures
• Average time to deliver a
proposal
• % successful searches
• Conversations that matter
• Deferred calls to help desk
• Asset or content popularity
• Who is usingCanadian Tourism Commission

Gamification

8. Improving Adoption
• The value of your social portal
is related to
– The content in the system
– Your ability to get at the
content
– A minimum number of people
who use the system
– The right people using your
social portal
• Gamification tools can help
• Use a holistic approach. Don’t
just gamify social
Recognition, Achievement, and Rewards
can kickstart your social network and
ensure continuation of your community

9. Social Governance
People
Communities
Goals
Permissions
Early on, social governance focused
more on permissions. Executives and
legal were afraid of what employees
would say. They subsequently wanted
to cut off the conversation by:
1. Not allowing social of any kind
2. Creating onerous rules and
regulations before social anything
was allowed
3. Using a complete risk aversion
approach to the detriment of a risk
management approach

9. Social Governance
People
Communities
Goals
Permissions
• Manage your risk
• Include the right people
– Executives
– Legal
– Beneficiaries
• Be honest about potential issues
• Identify and communicate the
value of social
• Show a plan to achieve goals
while putting in place key
protections
• Make governance an ongoing
activity

HowTo Manage Successfully
It’s Less About Development These Days

Key to a successful community manager or social whiz
1. Never blog, update, post, or vote while angry or
annoyed
2. Stop counting fans, followers, or subscribers. Start
thinking about your true goals and why you do it.
3. Be social every day
4. It’s not about your value. It’s about the value of the
entire network
5. Don’t say or post inappropriate things
6. Don’t try to be facebook
7. Focus on how to be social not how to “do” social
http://collaborationmatters.com/speedgeeking-avoiding-the-seven-deadly-sins-of-ibm-connections-and-how-to-plot-the-route-to-social-
salvation/

Thank you.
Contact Us:
Michael Porter
m.801.310.4669
e.michael.porter@perficient.com
Blog: blogs.perficient.com/portals
Twitter: porteronportal
Perficient.com
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