how can social technologies be used to drive processes and innovation?
DESCRIPTION
How can social technologies be used to drive processes and innovation? Delivered at Oracle/AIIM Social Business Seminar in NYC.TRANSCRIPT
How Social Business is Driving Innova4on
John Mancini, President, AIIM Blog = Digital Landfill Twi<er, LinkedIn & Facebook = @jmancini77 Email = [email protected]
How do I use social business to drive innovaJon?
A technology inflecJon point
ImplicaJons
Core Beliefs
1. EffecJve informaJon management ma<ers. 2. InformaJon professionals ma<er. 3. CollecJve experience ma<ers. 4. BOTH users and suppliers ma<er.
If you are an informaJon professional, AIIM is your place!
A technology inflecJon point
Systems of Record
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch trans
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
Microsob
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
???
2010-‐2015
???
???
???
Systems of Record
h<p://www.flickr.com/photos/mymollypop/2645589819
Social everywhere.
Social everywhere. • Outside the firewall…
– 1,330 years worth of Jme spent every day on Facebook.
– 800M Facebook users. – 50% log in on any day. – 250M photos uploaded per day.
– Inside the firewall (per AIIM Industry Watch)… – Only 38% have an enterprise social strategy. – But 27% now view social as infrastructure.
h<p://www.flickr.com/photos/sco<vanderchijs/4912947547
Mobile everywhere.
Mobile everywhere. • Mobile subscribers have grown from 719M in 2000 (60% in developed world) to 5.6M today (70% in the developing world).
• Only 835M out of 5.6M devices are smartphones. • q4:10 -‐ smartphones + tablets > notebooks + desktops.
• q2:10 -‐ Windows operaJng systems < 50% of Internet enabled devices.
• Mobile is the only access point for 1/3 of Internet users.
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch trans
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
Microsob
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
Social and Cloud
2010-‐2015
An interacJon
Social Business Systems
Systems of Record
Systems of Engagement
Considera4on Systems of Record Systems of Engagement
Focus TransacJons InteracJons
Governance Command & Control CollaboraJon
Core Elements Facts & Commitments Ideas & Nuances
Value Single Source of Truth Discovery & Dialog
Standard Accurate & Complete Immediate & Accessible
Content Authored Communal
Primary Record Type Documents ConversaJons
Searchability Easy Hard
Usability User is trained User “knows”
Accessibility Regulated & Contained Ad Hoc & Open
RetenJon Permanent Transient
Policy Focus Security (Protect Assets) Privacy (Protect Users)
A technology inflecJon point
ImplicaJons
A new CIO Mandate From risk/cost to value/engage
Marchand’s Strategic Informa4on Alignment Framework
Add value customers and
markets
Minimise Risks market, financial,
legal, operaJonal risks
Reduce Costs transacJon and
processes
Create New Reality Intelligence
(social, poliJcal, technological, etc)
Rising expectaJons
For end users and the business
18-‐30
31-‐45
>45
“I expect to use the same type of networking tools with my business colleagues as I do with my friends and family.”
47%
37%
31%
Source: AIIM
“I believe that the ‘wisdom of the crowds’ improves informa4on quality ”
57%
49%
33%
18-‐30
31-‐45
>45
Source: AIIM
Photo source = h<p://www.flickr.com/photos/noJonscapital/5225049493/
The challenge of compounding Reten8on vs. disposi8on
2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020
Amount of IT budget spent on storage 17% Annual change in Storage costs 59.8 cents per gigabyte (Dec 2005) 8.2 cents per gigabyte (August 2010) 30%
Informa4on growth per IDC
A new risk/reward balancing act The pendulum swings
“…fully networked enterprises are not only more likely to be market leaders or to be gaining market share but also use management pracJces that lead to margins higher than those of companies using the Web in more limited ways…”
Stuck in the Paper Paradigm Knot
“Linked informaJon such as pictures and websites is not part of the archive, and the Library has no plans to collect the linked sites.”
Is it a record? When is “social” a Federal “record?”
• Is the informaJon unique and not available anywhere else?
• Does it contain evidence of an agency’s policies, business, mission, etc.?
• Is the tool being used in relaJon to an agency’s work?
• Is there a business need for the informaJon?
• Does it document a transacJon or decision?
Source = h<p://www.archives.gov/records-‐mgmt/bulleJns/2011/2011-‐02.html
If the answers to
ANY of the above quesJons are yes, then the content is likely to be a Federal record.
Source = h<p://www.archives.gov/records-‐mgmt/bulleJns/2011/2011-‐02.html
When the heck is social content NOT a Federal Record under this definiJon?
Source = h<p://www.archives.gov/records-‐mgmt/bulleJns/2011/2011-‐02.html
Considered remedies: • 87% Social Media Policy • 86% Employ training • 85% Capturing confidenJal data
• 85% Data loss prevenJon • 84% Data management technology
• 82% Archive sensiJve info
Source: Symantec h<p://bit.ly/niAPxy
How do I use social business to drive innovaJon?
A technology inflecJon point
ImplicaJons
IntegraJon of social into business processes Role Before the empowered era New opportuni4es
CEO OpJmize customer sales and expenses; manage top-‐down organizaJonal structures
Encourage direct engagement with customers; promote cross-‐organizaJonal collaboraJon
CommunicaJons Use email, Web, print and social channels for outbound communicaJon
Use video and social channels to promote interacJve communicaJons
Customer service Serve customers at the lowest possible cost
Engage customer directly using social and mobile technologies
HR Use teacher-‐based classroom or online training
Harness video and social technology for peer-‐led learning and development
MarkeJng Treat customers as a target populaJon to be reached and influenced
Harness empowered customers as a markeJng channel that influences others
Sales Use tradiJonal channels to speak directly with customers
Use mobile and social technologies to speak directly with customers Source: Forrester
Source = McKinsey Quarterly, The rise of the networked enterprise
The benefits of the networked enterprise Employee benefits
% repor4ng this
median improve
Inc speed of knowledge access 77% 30%
Reducing communicaJons costs 60% 10%
Inc speed of access to internal experts 52% 30%
Decreasing travel costs 44% 20%
Inc employee saJsfacJon 41% 20%
Reduce operaJonal costs 40% 20%
Reduce Jme to market 29% 20%
Inc # of successful innovaJons 28% 20%
Inc revenues 18% 15%
More than 35% of P&G’s new products come from customer and partner networks Source: Former CEO A.G Lafley, HBS
Use Case: Sales and MarkeJng Co-‐operaJon
• Between 2.5x and 3x improvement in Sales and MarkeJng co-‐operaJon
Photo: h<p://www.flickr.com/photos/steve-‐brandon/382505744/sizes/l/in/photostream/
Photo: h<p://www.flickr.com/photos/gamingunion/5842848685/sizes/l/in/photostream/
Use Case: Enterprise Q&A • 38% of organizaJons get half or more of answers from unexpected sources.
Use Case: Open InnovaJon • 48% have surfaced major changes to internal processes
• 34% have come up with major changes to external offerings
Photo: h<p://www.flickr.com/photos/rlukebryant/2061264570/
Strategies for Success
www.aiim.org/roadmap
How to get started?
“Professional roles focused on informa8on management will be different to that of established IT roles. An informa8on professional will not be one type of role or skill set, but will in fact have a number of specializaJons.” Deb Logan and Regina Casonata, Gartner
Rise of the InformaJon Professional
Access/ Use
Capture/Manage
Collaborate/Deliver
Secure/Preserve
Architecture/Systems
Plan/Implement
Enterprise search, Business intelligence, Master data management, Text analyJcs
InformaJon capture, BPM, KM, Email management, Content management
CollaboraJon, Social media, Info workplace, IM, TelecommuJng support, Web conferencing
Security, RM, Data privacy, DRM, Archiving, eDiscovery
Info architecture, Technical architecture, Cloud compuJng, Mobile apps, Websites and portals
Strategic planning, Building business case, Impl planning, Req def, SoluJon design, Change mgmt
DOMAINS FOCUS AREAS
PROFESSIONAL CERTIFICATION covering the broad based body of knowledge that every informaJon professional needs to understand.
How Social Business is Driving Innova4on
John Mancini, President, AIIM Blog = Digital Landfill Twi<er, LinkedIn & Facebook = @jmancini77 Email = [email protected]