Enterprise Collaboration Change Management: 5 Tips To Ensure Success
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Enterprise social seems like a Catch-22—if you do stand it up and don't get an 80% increase in productivity if feels like a failure; if you don't stand it up then you're left in the dark ages. What's an organization to do? During this webinar, Change Architect Katie Priest explored five change management strategies to increase usage and ultimately adoption within the social enterprise focusing on the following: 1. Start with what you know 2. Rally the troops 3. Empower and motivate 4. Recognize and reward 5. Measure and iterate
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Enterprise Collaboration Change Management: 5 Tips To Ensure Success
- 1. Enterprise Collaboration + Change Management = Adoption 5 Tips To Ensure Success
- 3. ENTERPRISE COLLABORATION IF YOU DO* •47% increase in employee engagement •71% faster access to knowledge •52% faster access to internal SME’s *Sources: Gartner, McKinsey, Forrester
- 4. ENTERPRISE COLLABORATION IF YOU DON’T •Efficiency and productivity will decrease •Silos will be perpetuated •Teams will seek out their own solutions to collaborate and share knowledge
- 5. Do not be afraid of growing slowly, only of standing still.
- 6. Start with what you know Rally the troops Empower and motivate Recognize and reward Measure and iterate
- 7. Start with what you know
- 8. ASK YOURSELF… What is the problem I am trying to solve?
- 9. ASK YOURSELF… What We Hear I don’t want to answer the same question over and over again… [NAME] retired / went to another company. If she were here, she would know the answer to this question. I saw that another office created a template for that. I already had one that they could have used. They look almost identical. I get at least 100 emails a day, many of which I don’t need, so I stopped reading them all. It took me a while to figure out who to even ask about this problem. We have too many meetings.
- 10. Start with what you know Rally the troops
- 11. WHO’S WITH ME?
- 12. WHO’S WITH ME? Top Down Leadership is responsible for committing to the solution on behalf of the organization and leads by example Marketing / Corporate Communications IT Human Resources
- 13. WHO’S WITH ME? Individual and Team Driven Different activity streams are built for different business needs, focusing on defining distinct needs and common usage patterns, but rooted in organizationally defined guidelines Top Down Leadership is responsible for committing to the solution on behalf of the organization and leads by example Marketing / Corporate Communications IT Human Resources
- 14. WHO’S WITH ME? Individual and Team Driven Different activity streams are built for different business needs, focusing on defining distinct needs and common usage patterns, but rooted in organizationally defined guidelines Community Manager This is the “tie that binds”. Community Managers foster meaningful interactions among individuals and teams while ensuring consistency with organization policies. Top Down Leadership is responsible for committing to the solution on behalf of the organization and leads by example Marketing / Corporate Communications IT Human Resources
- 15. Start with what you know Rally the troops Empower and motivate
- 16. LET’S DO THIS THING
- 17. LET’S DO THIS THING By using [social collaboration tool] to[perform task], we aim to [objective] and [achieve results] 1. Establish Your Hypothesis
- 18. LET’S DO THIS THING “By using [social collaboration tool] to pose questions to the technical community, we aim to access knowledge more quickly, avoid rework and ultimately decrease the time it takes to respond to clients.” 1. Establish Your Hypothesis
- 19. LET’S DO THIS THING •Establish “terms of use” for using social tools in a business context •Create tools and resources to support technical usage •Provide training 2. Create Tools
- 20. LET’S DO THIS THING •Define the duration •You know the category of success –be sure to set the metric •Every attempt at social may not be a winner and that is ok 3. Set Expectations
- 21. 9% Intermittent Contributors 90% Lurkers LET’S DO THIS THING 1% Heavy Contributors User participation often more or less follows a 90-9-1 rule: •90%of users read or observe, but don't contribute(i.e. lurkers). •9%of users contribute from time to time, but other priorities dominate their time. •1%of users participate a lot and account for most contributions: it can seem as if they don't have lives because they often post just minutes after whatever event they're commenting on occurs. Source: http://www.nngroup.com/articles/participation-inequality/
- 22. LET’S DO THIS THING •Start using the tool to perform the defined tasks •Gather feedback early and often •Iterate/augment tools as needed •Track towards established goals 4. Test Your Hypothesis
- 23. Start with what you know Rally the troops Empower and motivate Recognize and reward
- 24. SLOW CLAP
- 25. SLOW CLAP Recognize individual participation Reward individualcontributions Source new Community Managers
- 26. SLOW CLAP Recognize individual participation Reward individualcontributions Recognize team participation Publicize team achievements Conduct a feedback session followed by a celebration! Source new Community Managers
- 27. SLOW CLAP Recognize individual participation Reward individualcontributions Recognize team participation Publicize team achievements Publicize results (internally + externally) Conduct a feedback session followed by a celebration! Showcase success (quantitative + qualitative) Communicate lessons learned Source new Community Managers
- 28. Start with what you know Rally the troops Empower and motivate Recognize and reward Measure and iterate
- 29. THIS IS JUST THE BEGINNING…
- 30. THIS IS JUST THE BEGINNING… •Review feedback gathered throughout the process and make a definitive plan to address open items After Action Review
- 31. THIS IS JUST THE BEGINNING… •Review feedback gathered throughout the process and make a definitive plan to address open items After Action Review Trend Success Stories •Leverage hashtags to aggregate and trend success stories
- 32. THIS IS JUST THE BEGINNING… •Review feedback gathered throughout the process and make a definitive plan to address open items After Action Review Trend Success Stories Find New Problems to Solve •Leverage hashtags to aggregate and trend success stories •Using lessons learned and trending success stories, identify other areas that could benefit from social collaboration tools
- 33. THIS IS JUST THE BEGINNING… •Review feedback gathered throughout the process and make a definitive plan to address open items After Action Review Trend Success Stories •To help ensure support for this new way of working, review and revise job descriptions and performance metrics Find New Problems to Solve Revise Job Descriptions •Leverage hashtags to aggregate and trend success stories •Using lessons learned and trending success stories, identify other areas that could benefit from social collaboration tools
- 34. Start with what you know Rally the troops Empower and motivate Recognize and reward Measure and iterate
- 35. Want to learn more about Change Management? Katie Priest Change Architect P: 312.462.9886 kpriest@rightpoint.com