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Simplify and Improve Your Business Processes with

Social TechnologiesWith IBM Connections and Sametime

Gregory Sechuga – Manager Rational and ICS Competitive ResearchMark Moore – Senior Software Engineer

Simplify and Improve Your Business Processes with Social Technologies

03 - Simplify and Improve Your Business Processes with Social Technologies

Companies Expect Enterprise Social Software To Address A Variety Of Business Needs

Management

Marketing

Product Development

“I wish to share my expertise and provide direction”

SOLUTION: Blogs and Microblogging. Subscription feeds

“I need to distribute our marketing messages to a variety of channels and build awareness”

SOLUTION: Blogs, syndicating to Facebook, Twitter, YouTube, links to post to Digg, Reddit, StumbleUpon

“I need to be able to collaborate with coworkers and leverage best practices”

SOLUTION: Activities, Wiki, discussion forums, shared file repositories, tagging, shared bookmarks, social search

3

Sales “I need to be able to build new leads and uncover new business opportunities”

SOLUTION: Integration with LinkedIn, integration with eCommerce engines, click-to-call and click-to-chat capabilities



Surveys Show That Companies Using Enterprise Social Software Are Indeed Experiencing Benefits

4

*McKinsey defines Web 2.0 technologies as follows

Source: Bughin, Jacques, and Chui, Michael. The Rise of the Networked Enterprise. McKinsey Global Institute. https://www.mckinseyquarterly.com/Organization/Strategic_Organization/The_rise_of_the_networked_enterprise_Web_20_finds_its_payday_2716?pagenum=2#footnote4

Source: http://www.mckinseyquarterly.com/Business_and_Web_20_An_interactive_feature_2431?pagenum=1#interactive

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Font Size corresponds to percentage of respondents who utilize the technology

A McKinsey survey of 3,249 executives across a range of industries, geographies, and functions found that social software delivered significant benefits



Some Of These Benefits Can Deliver A Measurable Return On Investment

Case Study:Case Study:Increased Employee EngagementIncreased Employee Engagement

Employees using enterprise social software tend to be more engaged since they can easily locate relevant information and get feedback on ideas.

Source: Davenport, Thomas H., Harris, Jeanne, Shapiro, Jeremy. Competing on talent analytics. http://hbr.org/2010/10/competing-on-talent-analytics/ar/1. Harvard Business Review October 2010.

5

“Almost every company we’ve studied says it values employee engagement, but some—including Starbucks, Limited Brands, and Best Buy—can precisely identify the value of a 0.1% increase in engagement among employees at a particular store. At Best Buy, for example, that value is more than $100,000 in the store’s annual operating income.” – Harvard Business Review


http://hbr.org/2010/10/competing-on-talent-analytics/ar/1




Renovations, Inc.’s Goals, Metrics, And Initiatives

Measuredby

Goa

lsM

etric

sIn

itiat

ives

§ Travel and postage budgets

§ Deploy a social business infrastructure, IBM Connections, that will enable § Information sharing and reuse§ Better project organization and management

§ Provide a real-time communications infrastructure using Lotus Sametime and IBM Connections to enable rapid resolution of customer issues

§ Simplify and improve collaboration with partners, suppliers, and customers using IBM SmartCloud for Social Business

§ Time to locate information and expertise

§ Number of new innovations

§ Time from project launch to delivery

§ Business partner survey results

§ Customer survey results

§ Time to resolve severity one issues

6

Implemented by

Improve Workforce

Productivity

Improve Time-To-Market

Improve Business

Relationships

Improve Project

Management


Lower Operational

Costs


Enterprise Social Software Is A Catch-all Term That Encompasses A Whole Suite Of Features

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File Sharin

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Bookm

arking a

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Phase 1:

Connecting People

Phase 2:

Knowledge Sharing

Phase 3:

Collective Intelligence and Reuse

Typical Social Implementation ModelTypical Social Implementation Model

Note: This model does not mandate a rigid implementation schedule of each social tool. Organizations may mix and match tools



Only IBM Connections Supplies The Full Spectrum Of Social Tools

Platform ServicesActivity Streams Notifications Reputation Tagging Filtering Search Feedback

ProfilesConsolidate and publish contact details, skills, background, and interests

MicrobloggingBroadcast status updates and solicit feedback

FilesStore and share documents, presentations, and media files

BookmarksSave, share, and discover links to useful information and sites

BlogsPublish opinions, expertise, or a chronology of events

CommunitiesGroup together individuals with common interests, expertise, or goals

ForumsDiscuss issues or ideas and hash out solutions with interested parties

Media GalleriesShare rich media elements like photos or videos

ActivitiesStore and share documents, presentations, and media files

IdeationVirtually brainstorm for good ideas, collect them, then vote to pick the best ones

WikisCollaboratively edit web documents

Social AnalyticsDiscover people or content that you did not know existed but might be relevant to you



Our product teams need to streamline and speed up the end-to-end process of developing a new product

IBM Connections is a best-of-breed enterprise-ready social software that can help Renovations optimize their product development cycle

George BandiniRenovations CEO

Dan MisawaIBM



DEMO: Product Development Lifecycle

Brainstorm concepts using Ideation Blogs, promote the best idea to an Activity

Locate Experts using tagged searching, browsing business cards, and following the rabbit trail

Collaboratively refine the product concept iteratively using Wikis, file libraries, and media galleries

Share updates with coworkers using blogs and microblogging



What Did We Just See? A Simple Search Can Result In Multi-dimensional Results

Retail Trends

Blog

Profile

Bookmarks

Files

Community

WikisActivities

Forums

Each result leads to more connections

Each connection leads to the discovery of more people and information



The Team Uses Ideation Blogs To Brainstorm Ideas The Best Of Which Graduate Into Activities

Ide a tion noun the process of creating new ideas

Members vote on the ideas, the best ideas emerge on

top

Idea is graduated into an activity where it can be

implemented

You can’t force people to have good ideas simply by putting them together in a room to ‘brainstorm’

Connections’ Ideation blogs allow team members to contribute ideas wherever and whenever they get inspiration. They can see other’s contributions and cast their vote on whether they think it’s a good idea. This has the added benefit of eliminating group pressure and groupthink

The top idea(s) are ‘graduated’ into actionable activities that are implemented

InsteadInstead



Teams Use Wikis And Files To Collaboratively Refine The Concept Through Several Iterations

Instead of relying on, or being bottlenecked by a single

individual, the idea’s details are fleshed out by a team in a shared

area like a wiki document or activity

Concepts, screenshots, logos, standard graphics

can all be socialized through the media gallery

13

Both supporting documents and final deliverables can be shared via the Files service



As The Project Progresses, Blogs Or Microblogs Convey Status Updates

Blogging

§ A blog is a web log of entries (posts) usually in a chronological order

§ Unlike microblogging, blog posts are typically longer and contain text, graphics, and links

§ Blog posts are ideal for explaining more complex situations, processes, or editorials

Micr oblogging§ Microblogging differs from traditional

blogging in that the posts are generally shorter in length

§ Popular examples of microblogging include Facebook status updates and Twitter tweets

§ Microblogging is perfect for keeping followers apprised with short status updates



Is IBM Connections going to be yet another silo of data within our organization?

No, Connections also works with many of your existing systems to incorporate data from them and to provide social constructs to enhance them.

Madison ArmandRenovations CIO

Dan MisawaIBM 1503 - Simplify and Improve Your Business Processes with Social Technologies


Connections Also Integrates With Existing Corporate Systems To Streamline Processes

Import existing collateral from enterprise and other sources, for example IBM FileNet systems and SharePoint

Monitor macro market influences as well as related metrics with Cognos

Keep track of development progress using Rational Team Concert Integration

Surface social content in existing portals such as WebSphere Portal

16

Integration with corporate systems



Communities Can Access Documents In Enterprise Content Management Systems

IBM Content Manager

ECM Library can be added to a community. You have a choice of Single Sign-on or prompt for

credentials

ECM Library can be added to a community. You have a choice of Single Sign-on or prompt for

credentials

§ Check in/out§ Versioning§ Browse/create folders§ Upload/modify

documents§ Enforce required

metadata§ Support document

types§ Enforce access control

17

Surround existing SharePoint deployments and relegate them to the

background



Tight Integration With Rational Team Concert Fosters More Agile Development Processes

Rational Team Concert

Developers can locate and contact business subject matter experts

Developers can locate and contact business subject matter experts

Link projects with Connections’ communities

Link Tasks with Connections’ Activities

Share the status of RTC work items by posting to blogs, forums, or status

updates



Meanwhile, Links With Cognos Analytics Allow Product Teams To Track Market Trends

n From Cognos Business Intelligence Dashboard:u Initiate an Activity to coordinate efforts

with the marketing teamu Add another activity to determine pricing

models with the go-to-market teamu Create additional activities to coordinate

launch preparations

Connections

n From IBM Connectionsu Open the Dashboard that is associated

with an Activity in order to view and/or drill down at the underlying data behind each decision

Bi-directionallinks



All This Social Content Can Be Easily Surfaced Through The Corporate Portal

n Out of the box WebSphere Portal portlets include: u Activitiesu Blogsu Bookmarksu Tag Cloudsu Profilesu Wikis

n Portal 8 community pages point back to Connections social content

Users do not have to navigate specifically to Connections to work with social content

Neither Jive, nor Chatter, nor Yammer let you embed social within your applications


03 - Simplify and Improve Your Business Processes with Social Technologies03 - Simplify and Improve Your Business Processes with Social Technologies 21

Introducing the IBM Intranet Experience SuiteKey capabilities include:

u Business user web content management,

u Rich social and real-time communication features,

u Seamless integration with mobile devices

u Personalization, analytics and other enterprise integration capabilities.

Key benefits:u Increase employee satisfactionu Improve productivity and collaboration u Increase opportunities for innovation

New!


The Intranet Experience Suite – Social Intranet With Exceptional Web Experience

03 - Simplify and Improve Your Business Processes with Social Technologies 22

Personalization: Improve online experiences by delivering highly targeted and dynamic content to employees.

Blogs & Wikis: Gather and prioritize community ideas, present your own ideas, learn from others, and create, edit and publish information together.

Profiles: Find people you need by searching across the organization using tags to identify expertise, current projects, and responsibilities.

Analytics: Powerful tools to analyze social trends, user activities, and content across your environment and even provide knowledge-driven search

Files & Content Libraries: Post, share, and discover documents, presentations, images, and organize & share more quickly.

Mobile: Secure and optimized access to corporate assets and information, and collaborate on the go.

Templates: Speed intranet deployment and get started fast with sample templates

Tags & Ratings: Easily organize and evaluate content without leaving the current page.

Integration: Leverage existing investment in components & applications developed using a range of supported tools and frameworks.

Collaboration: Easily work with others instantly, find experts when you need them, and share ideas and content.

Content Management: Empower content owners to quickly create and man-age rich web content without IT involvement.

eForms: Automate forms-based processes to improve efficiency and be-come more responsive to customer and market needs.

Branding: Create and deploy custom-branded, intranet environments

Security: Authentication, authorization, single sign-on (SSO) - choose the combination that best suits your security needs


With all this content in social repositories like Connections we need to ensure we can comply with regulatory e-discovery requirements

No problem. IBM partner Actiance provides a tool called Vantage that helps you ensure compliance with government and industry regulations

Paula StarkyChief Counsel



To Comply With Regulatory Requirements, Actiance Vantage Logs Social Content

n Enterprises are facing heightened regulatory, eDiscovery, and compliance requirements

n Designed to help address the key government and industry regulations (e.g., FISMA, FINRA, SEC, FRCP, Sarbanes-Oxley, MiFID, and FERC)

Content Logging

§ Capture content posted by Connections users§ Content types captured include Files, Blogs, Forums,

Wikis, Activities, Communities, Profiles, comments, and Bookmarks

Granular Policy Controls

§ Define policies at a global, group, or user level§ Map policies to compliance or corporate governance

standards

Real-time content inspection§ Help prevent data leaks, profanity, and abusive

language§ Send alerts based on the content detected§ Target content rules to specific groups

eDiscovery§ Reviewer user interface shows content in context of

other related items§ Export to eDiscovery or enterprise content

management platforms‒ Each piece of content is archived individually‒ Includes tags to link related items



Many of our employees work remotely at job sites throughout the country. Can they access their social tools from a mobile device?

Certainly, the Connections mobile app is a rich, native application that runs on numerous mobile platforms and form factors

Dan MisawaIBM 25

Minh LiSales VP



A Remarkably Feature-rich Mobile Version Of Connections Is Available On Multiple Platforms

§ Download native app from major app stores: Apple App Store, Android Market, BlackBerry App Worlds

§ Access the full breadth of Connections’ services:

‒ Status Updates‒ Profiles‒ Communities‒ Activities‒ Blogs‒ Bookmarks‒ Files‒ Forums‒ Wikis

§ Full iPad Support‒ Media Gallery – upload photos/videos

from your phone (iPad 2 or later)‒ Access Ideation Blogs‒ Hyperlinks in Status Updates‒ Improved Home screen navigation

style



Connections Mobile Even Allows For Round-trip Editing Of Files

Open Connections’ files in an editor such as Keynote for

editing

Edited files can be uploaded back into Connections

Email attachments can also be sent to Connections

Note: Currently this is only available in the iOS version of Connections Mobile2703 - Simplify and Improve Your Business Processes with Social Technologies


Demo: Connections Mobile vs. SharePoint Mobile

VS

IBM Connections SharePoint



Connections Is A Best-of-breed People-centric Social Platform

BlogsBlogs

TagsTags

SearchSearch

ProfilesProfiles

WikisWikis

FilesFiles For-For-umsums

Activ-Activ-itiesities Book Book

marksmarks

Micro Micro blogsblogs

IBM ConnectionsIBM ConnectionsTakes the best features of…

…offers them up as services and binds them together with the social fabric of tagging, search, and profiles, while allowing any arbitrary combination to be grouped into communities



Sharepoint Is Primarily Focused On Documents, Not People

SharePoint=

Document-centric

Connections=

People-centric

Source: “Why Design Matters When Choosing A Social Computing Platform”, 15-September-2011, Usability Resources Inc.

Participants in a study were asked about their reactions to SharePoint’s document-centric approach versus a people-centric approach.



Social Features Are An Afterthought And Are Not Well Integrated With Sharepoint

However when a user tries to search for the term ‘mortgage’ tagged items do not show up

Just because a tag is visible in the tag cloud does not mean you can access items with that tag

NOT FOUND

Mysteriously, tagged items ‘disappear’ into the void after 365 days

Social Tagging is poorly integrated with SharePoint

31

Mortgage

Document in SharePoint tagged with ‘mortgage’

Exhibit 1: Social tags are stored separately from the search engine’s full text index

Exhibit 2: Tagged items are not persistent

Clicking on tag displays this

message

The only way to search for tagged items is by browsing a tag cloud



Jive Is Focused On The Community, Not Individual People

Places

§ All content lives inside the context of a Place (Project, Space, Social Group)

§ In order to share a file with a coworker, one would first have to create a place e.g. “Ed and Sam’s sharing place,” add a file library, then upload the file and share it

§ The friction involved in these multiple steps discourages collaboration

Community-centric

§ Jive does not provide native mobile clients for any platform

§ Mobile devices view a mobile web version of the site

§ As a result, Jive cannot take advantage of native app features like geolocation, file/attachment access, or camera

No native mobile access



Profiles

TagsSearch

Files

Microblogging is the primary content authoring mechanism of both Chatter and Yammer. However, Status updates are not suitable for long form content

Microblogging

Links

Chatter And Yammer Are Microblogging-centric And Do Not Deliver Best-of-breed Services

Mobile clients for Chatter and

Yammer possess very basic

functionality



Does Microsoft’s Acquisition Of Yammer Change Anything?

Yammer’s core competency is of no immediate help to Microsoft

It does not use SharePoint as a repository

Microsoft’s core competency is of no immediate help to Yammer

Microsoft’s 3-year development cycle means proper integration will likely not be seen before 2016 – SharePoint 2013 is in beta now

Perhaps it is about the people?

It cannot tag or search documents

Yammer networks do not map properly to Office 365 access policies

FAST search cannot help Yammer search social tags

Why would developers in a hot young startup want to hang around a mature company whose market value peaked more than a decade ago?

03 - Simplify and Improve Your Business Processes with Social Technologies 34


We need to react more quickly to our customer’s critical situations. We are simply taking too long right now

With real-time communications tools like Sametime, coworkers can instant message each other or initiate a voice call that is routed to the best number

Minh LiSales VP



Sametime Allows People On Any Platform Or Device To Communicate In Real Time

Sametime Server

Sametime Windows

Client

Sametime Browser-

only client

Sametime Linux client

Sametime Macintosh

OS X Client

Sametime Mobile client for smartphones

Sametime Mobile client for tablets

Instant Messages



Instant Messaging Is Just One Of Many Communications Channels Sametime Provides

Instant Messaging & Presence Awareness

§ Instant Messaging with coworkers from a buddy list

§ Federated instant messaging with external networks such as AOL, Google Talk, XMPP

§ Presence Awareness through status icons

Web Conferencing

Voice / Video Conferencing

Telephony

§ Browser-based web meeting interface§ Share presentation files, whiteboards, polls,

applications, or even the entire desktop§ Chat area for participants§ Audio / Video streaming support

§ Integrate with existing PBXs in the organization§ Provide a single unified number for each user § A plug-in to the Sametime client enhances it to

act as a softphone. Make, receive, hold, transfer calls from Sametime

§ Voice over IP calls from one Sametime client to another

§ Drag additional contacts into the conversation to create a conference call

§ Add video to the call / conference

Real-time collaboration

§ Broadcast information to relevant communities§ Persistent group chat rooms§ Skill and expertise location

Sam

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Sametime Also Offers Advanced Features Like Offline Messaging And Multi-file Transfers

Offline messaging with Sametime allows you to leave a message while the thought is still fresh in your mind

knowing the recipient will receive it later

Powerful, flexible attachment handling allows you to send files or folders to one or more recipients in one

swoop



Sametime Unified Telephony Has Unique Features Such As Dynamic Call Routing

Incoming call

Des

k ph

one

Sametime Unified Number

Cel

lpho

nePC720-542-3423

508-223-1231Office Number

from LDAP

781-222-1212Home Number

from HRIS

617-555-6612Cell Number from Social

software

Note: These are fictitious numbers

Specify where you want incoming calls to go based on your:§ Status§ Geographic Location§ Who is calling§ Date, day, or time frame

Try t

he ce

ll

phon

e firs

t

Then try ringing the PC client

As a last resort try

the desk phone

1

2

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Instant Messaging, Web Meetings, And Even Sametime Unified Telephony Can Be Accessed Via Sametime Mobile

Sametime Mobile runs on iOS, Android, Symbian, Windows

Mobile. It provides a buddy list, presence, instant messaging

(including inline graphics)

Lync Mobile became available in Dec 2011, one year after

Lync’s release. It is limited to instant messaging (you can not even add contacts to the buddy

list)

Sametime Mobile can place / receive Sametime Unified Telephony calls.

You can also modify SUT parameters

Sametime Mobile allows you to take part in web meetings from iPads, Android tablets,

or Blackberrys



Sametime Is Customizable And Lync Is Not

Microsoft Lync is a Black Box

Sametime allows partners and 3rd parties, such as Cisco, in this case to augment the functionality of the Sametime client

IT departments or ISVs can create plug-ins that expose data or functionality from LOB apps



Migrating To Lync Requires You To Maintain Duplicate Infrastructure At High Costs

“The only migration strategy,which is not really a strategy, is to run both systems in parallel and moveusers or groups of users off of one platform to another in a controlledtime-based migration”- Joe Shurman, Microsoft Lync is not “Enterprise Ready”

OCS 2007 R2Ly

nc 2

010

As opposed to this big bang approach, Sametime allows you to migrate in-place and the telephony, IM components do not have to be upgraded in lockstep



Sametime Require Far Less Hardware Than Lync To Support The Same Number Of Users

§Each Lync Enterprise Server can handle only about 10,000 users as opposed to approximately 30,000 with a Sametime Community Server

§Using special components called stand alone multiplexers, IBM supports more than 300,000 employees with just six Sametime Community servers

4303 - Simplify and Improve Your Business Processes with Social TechnologiesSource: http://technet.microsoft.com/en-us/library/gg39886.aspx


All This Results In Improved Business Value And Outcomes

Goa

lsM

etric

s

44

Improve Workforce

Productivity

Improve Time-To-Market

Improve Business

Relationships

Improve Project

Management

Time to locate information

Number of new innovations

Time from project launch to delivery

Customer survey results

30% improvement in the speed of access to information1

20% increase in the number of new product innovations1

20% reduction in product development cycle time1

18% improvement in customer satisfaction1

Source: 1. https://www.mckinseyquarterly.com/Organization/Strategic_Organization/The_rise_of_the_networked_enterprise_Web_20_finds_its_payday_2716?pagenum=2#footnote42. http://www.deloitte.com/assets/Dcom-UnitedStates/Local%20Assets/Documents/TMT_us_tmt/us_tmt_%20Social%20Software%20for%20Business_031011.pdf

Time to resolve severity one issues

22% improvement in average issue resolution time2


https://www.mckinseyquarterly.com/Organization/Strategic_Organization/The_rise_of_the_networked_enterprise_Web_20_finds_its_payday_2716?pagenum=2



03 - Simplify and Improve Your Business Processes with Social Technologies03 - Simplify and Improve Your Business Processes with Social Technologies 45