energise 2 0 from social media to social business

ENERGISE2-0.COM

From Social Media to Social Business

Dr. Jim Hamill and Alan Stevenson

[email protected]

[email protected]

@drjimhamill @ast3v3nson

ENERGISE2-0.COM

A conversationnot a broadcast presentation

ENERGISE2-0.COM

The times they are a changin'

• Current leading-edge thinking is that we are on the verge of another tectonic shift: from Social Media to Social Business

• A Social Business is one that develops innovative new work methods and processes by applying social thinking, social strategy, social culture, social organisation and social technologies to everything it does (internally as well as externally)

• Organisations who ‘get this’ will survive and prosper - those who don’t will become 21st century dinosaurs

ENERGISE2-0.COM

In Common?

ENERGISE2-0.COM

HMV- Hopelessly Misplaced Vision

ENERGISE2-0.COM

Who Will Be Next?

ENERGISE2-0.COM

MOOCs

ENERGISE2-0.COM

The Future of Education

ENERGISE2-0.COM

Spot the Dinosaur

ENERGISE2-0.COM

Agenda

• What is Social Business and why has it become ‘mission critical’?

• Implications for the public sector organisations, private businesses and you personally?

• Some advice in ‘getting there’• Main barriers and obstacles in becoming a Social

Business/Organisation and how to overcome• Practical next steps and key takeaways

ENERGISE2-0.COM

Let’s start with a few questions?

ENERGISE2-0.COM

Do You Need to Become Social?

• Are you struggling with too many emails?

• Attending too many meaningless meetings?

• Wasting time looking for that file/information you know you have?

• Dealing with more discerning and demanding customers?

• Do you feel disengaged?

ENERGISE2-0.COM

Do You Need to Become Social?

• Can improvements be made in internal communications?

• Improvements in knowledge sharing and business processes?

• Improvements in external communications?

• Faster response times?

• Is your organisational structure too hierarchical? Does it encourage innovation?

ENERGISE2-0.COM

Productive Time

ENERGISE2-0.COM

Productivity Busters

ENERGISE2-0.COM

Global Workforce Survey 2012

ENERGISE2-0.COM

Employee Engagement

ENERGISE2-0.COM

eMail v. Social

ENERGISE2-0.COM

A Better Way to Collaborate

ENERGISE2-0.COM

What is Social Business and why has it become ‘mission critical’?

ENERGISE2-0.COM

What Is Social Business?

• A Social Business is one that develops innovative new work methods and processes by applying social thinking, social strategy, social culture, social organisation and social technologies to everything it does – to all value chain activities (sales, customer service, finance, logistics, HRM, quality, marketing, operations, internal processes, administration etc)

• Potential business benefits include improved efficiency; agility

and speed of response to rapidly changing market conditions; lower costs; increased sales; enhanced customer loyalty; employee engagement; enhanced partner and stakeholder relationships

ENERGISE2-0.COM


• Social Business involves work methods, organisational structures and ‘mindsets’ which are radically different from the ‘Industrial Age’ command and control structures still used by the majority of organisations. The use of social media and the adoption of a social ‘mindset’ moves from the periphery to the core of your organisation

• It is no longer just about Twitter and Facebook. The key challenge is the way in which your organisation embraces and cultivates a spirit of collaboration based on open communications, internally and externally. Being lean, nimble and responsive to dynamic change based on engagement and transparency

ENERGISE2-0.COM


• A ‘4Cs Model’ can be used to explain the business benefits of ‘being social’

• The key question to address is how can your organisation best use social technologies to build relationships and derive tangible business benefits from four main customer groups:– Existing Customers– Potential Customers– Internal Customers (Staff)– External Customers (Business Partners)

ENERGISE2-0.COM

Potential Business Benefits

Based on an in-depth analysis of 4 key sectors representing 20% of global sales, McKinsey found that social technologies could potentially contribute $900 billion to $1.3 trillion in annual value across the four sectors

ENERGISE2-0.COM

Potential Business Benefits

• Two thirds of the improvement would be from better collaboration and communication within and across enterprises

• The average knowledge worker spends an estimated 28% of the workweek managing e-mail and nearly 20% searching information or finding colleagues to help with specific tasks. Using social media can cut down this time spent searching for information and people by 35%

• Companies have an opportunity to raise the productivity high-skill knowledge workers by 20 to 25%

ENERGISE2-0.COM

McKinsey

ENERGISE2-0.COM

Not Just Productivity Improvements

• Social Marketing – more cost effective and efficient• Social Customer Service – enhanced reputation and brand

advocacy• Social HRM – improved staff engagement and loyalty• Social NPD – crowdsource NPD, faster speed to market

acceptance, more cost effective• Social Relationships - enhanced partner and stakeholder

relationships• Flexibility and speed of response• Etc

ENERGISE2-0.COM

Why Now?

ENERGISE2-0.COM

Why Now?

Social Media + Mobile + The Cloud + Big Data + Gen C

= The End of Business as Usual

ENERGISE2-0.COM

Why Now?

ENERGISE2-0.COM

The Connected Customer

ENERGISE2-0.COM

The Connected Customer is also the Connected Employee

ENERGISE2-0.COM

Some Videos(Click to Open on YouTube)

ENERGISE2-0.COM

Videos

• Social Business – Rethinking Innovation, Organization and Leadership (from LeaderLab)

• Business is changing but much of our management is still rooted in the Industrial Revolution. Why do we keep educating our leaders in old paradigms? Tear down the internal Berlin walls. Social software delivers a new paradigm for collaboration, sharing and crowdsourcing. The time has come to rethink the way we do business. Is your organisation ready?

ENERGISE2-0.COM

Rethinking Innovation……..

ENERGISE2-0.COM

Videos

• The Difference Between Social Media and Social Business, Sandy Carter of IBM

• In the age of Social Customers and Social Employees, becoming a Social Business is not an option, it is a mandate.

ENERGISE2-0.COM

IBM: Social Media v. Social Business

ENERGISE2-0.COM

Videos

• Social Media Revolution 2013

• Why Social Business has become mission critical?

ENERGISE2-0.COM

Social Business In Practice

ENERGISE2-0.COM

Don Tapscott Gov 2.0

• Don Tapscott Gov 2.0

ENERGISE2-0.COM

Social Business: Cases

Share knowledge outside traditional government agency boundaries through this bespoke network

ENERGISE2-0.COM


One of the earliest users of Yammer; an internal knowledge sharing system for its government workers

ENERGISE2-0.COMCommunity for Policing professionals to share knowledge

ENERGISE2-0.COM


Not-for-profit organization operating five R&D Centers partnering with government sponsors. Now building as many collaboration and knowledge-

sharing systems with partners as possible.

ENERGISE2-0.COM


Replaced the existing manual recordkeeping process. Created a scalable, alerts-based track management system across 40,000 miles of rail that makes rail status

information available to management.

ENERGISE2-0.COM


Created an internal social network as early as 2008 that allows students to collaborate remotely (delivering savings in the region of £300,000 per year in print,

courier and administration costs)

ENERGISE2-0.COM

The University’s “The Plant Accelerator, a $31 million research facility” makes significant volumes of data available to global clients

ENERGISE2-0.COM


Wiki drives 80% reduction in interdepartmental e-mail volume.

ENERGISE2-0.COM


To become “One Bupa” - a cohesive and unified global workforce; now sharing knowledge across Bupa’s 20 business units.

ENERGISE2-0.COM


A global healthcare network matching healthcare professionals with those that need them. Developed as a result of the Haiti crisis.

ENERGISE2-0.COM

A collaborative research platform (crowdsources insight and research about protein structure analysis) run by the University of Washington's Centre for Game

Science and Department of Biochemistry.

ENERGISE2-0.COM

Company Examples Videos

ENERGISE2-0.COM

Other Salesforce Examples

ENERGISE2-0.COM

Salesforce Examples

ENERGISE2-0.COM

City of Boston

ENERGISE2-0.COM

Boston Business Hub

ENERGISE2-0.COM

Electrolux

ENERGISE2-0.COM

Implications for the Public Sector, Business and You

Personally

ENERGISE2-0.COM

The Rules of Business Have Changed

ENERGISE2-0.COM

Lets Discuss

ENERGISE2-0.COM

Some Advice in ‘Getting There’

Social Business Planning Pays

ENERGISE2-0.COM

Simplified Balanced Scorecard

• Will ensure that the social business actions and initiatives you take are fully aligned with and supportive of your overall business goals and objectives; that KPIs are agreed for monitoring and evaluating social media performance, business impact and ROI; and all key success factors are considered, especially the organization, people and resource aspects critical to successful strategy implementation

• A Scorecard approach can also be very useful for internal and external communications – a simple framework to present social media goals, objectives, key actions and initiatives to colleagues, partners and other stakeholders

ENERGISE2-0.COM

Social Business Balanced Scorecard

• Not ‘paralysis by analysis’. By providing an agreed framework to follow, the Balanced Scorecard considerably speeds up strategy development and implementation

• The steps involved can be captured in a Social Media Strategy Map

• Five key questions to address……

ENERGISE2-0.COM

Social Media Balanced Scorecard

• What is the overall Social Business vision for your organisation/Dept?

• What are the key objectives and targets to be achieved?

• Who are your customers (include Internal Customers)?

• What are the key actions and initiatives you need to take?

• Organisation, Resource and People Issues

ENERGISE2-0.COM

Social Business Balanced Scorecard

ENERGISE2-0.COM

Barriers and Obstacles

• Changing Organisational Culture and Work Processes is the biggest challenge NOT technology

• Requires leadership and Social Business Champions

• A range of technologies are available

ENERGISE2-0.COM

From This

ENERGISE2-0.COM

To This

ENERGISE2-0.COM

Social Business Technologies

ENERGISE2-0.COM

Practical Next Steps

ENERGISE2-0.COM

Be Social

ENERGISE2-0.COM

Getting There

• Present benefits of Social Business to the Senior Executive Team

• Seek agreement in principle for a pilot project

• Identify a priority project with potential for high ROI; agree KPIs and targets

• Get Executive Sponsorship and appoint a Social Business Champion

ENERGISE2-0.COM

Getting There

• Assemble a team of early adopters and Social Business advocates

• Project Planning and Implementation – apply Professional Project Management Procedures

• Report Results

• Develop Organisational wide Social Business Vision and Strategy

ENERGISE2-0.COM

If you don’t think this is possible become a bird

ENERGISE2-0.COM

MacroWikinomics Murmuration

ENERGISE2-0.COM

Bob Dylan (Mashed Up )

Come gather 'round peopleWherever you roam

And don’t criticiseWhat you can't understand

Your sons and your daughtersAre beyond your command

Your old road isRapidly agin‘

Then you better start swimmin’Or you'll sink like a stone

For the times they are a-changin’

ENERGISE2-0.COM

Thank YouQuestions

www.energise2-0.com

ENERGISE2-0.COM

Social Business at www.energise2-0.com