thinking about technology, risk, and change management through a social lens
DESCRIPTION
Keynote presentation originally given at the Newsgator Collective conference.TRANSCRIPT
Implemen'ng Social Technology Responsibly Thinking About Technology, Risk, and Change Management Through a Social Lens John Mancini, President, AIIM Blog = Digital Landfill TwiFer = @jmancini77 Email = [email protected] LinkedIn and Facebook = jmancini77
Image source = hFp://www.flickr.com/photos/somegeekintn/3709203268
AIIM.org
AIIM 1-‐day strategy briefings • Cost = $8,000 • Two types of briefings…
– How can I use social business to reinvent customer rela/onships? • How can you use two-‐way communicaEon to sync with customers? • How can you leverage the experEse of customers who are experts and products advocates?
• How can you improve customer saEsfacEon and revenue? • How can you provide staff with Emely, relevant, and accurate customer and support informaEon?
• How can you reduce markeEng and support costs across the organizaEon?
– More informaEon, contact Jesse Wilkins at [email protected] – hQp://www.aiim.org/Research/Briefings/Social-‐MarkeEng
AIIM 1-‐day strategy briefings • Cost = $8,000
– How can I use social business to improve opera/ng flexibility and effec/veness? • How can you align your organizaEon behind a business vision or goal? • How can you improve collaboraEon and responsiveness? • How can you surface and explore ways of improving business operaEons and products?
• How can you capture and retain knowledge with many staff approaching reErement age?
• How can you improve knowledge sharing between departments or locaEons?
– More informaEon, contact Jesse Wilkins at [email protected] – hQp://www.aiim.org/Research/Briefings/Social-‐Business
Change Management
Not everyone is social Dealing with the skep'cs
Risk Management
Knowledge vs. Risk Challenges of the cloud
Technology
Social as a strategy SharePoint as a plaZorm
Change Management
Not everyone is social Dealing with the skep'cs
Risk Management
Knowledge vs. Risk Challenges of the cloud
Technology
Social as a strategy SharePoint as a plaZorm
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch transac'on
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
Microso`
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
???
2010-‐2015
???
???
???
Systems of Record
Command and control
Systems of Record
Transac'on-‐oriented
Document-‐centric
Limited deployment
Central IT-‐provisioned
The Last Two Decades of Enterprise IT
Large orgs
SMEs
Home office
Consumer
The flow of IT innova'on during the past two decades
Seth Godin: “It’s human nature to imagine that the
future "will be just like the present, but with cooler uniforms "and flying cars.”
Large orgs
SMEs
Home office
Consumer
The flow of IT innova'on over the past 5 years…
Photo source = hFp://www.flickr.com/photos/no'onscapital/5225049493/
Marchand’s Strategic Informa6on Alignment Framework
Add value customers and
markets
Minimise Risks market, financial,
legal, opera'onal risks
Reduce Costs transac'on and
processes
Create New Reality Intelligence
(social, poli'cal, technological, etc)
How Does This Change CEO Expecta'ons of IT? • Reinvent Customer Rela6onships
– Honor your customers above all else
– Use two-‐way communica'on to stay in sync with customers
– Profit from the informa'on explosion
• Build Opera6ng Dexterity – Simplify whenever possible – Manage systemic complexity – Promote a mindset of being fast
and flexible – Be “glocal”
Source = IBM Worldwide Survey of 1,500 CEOs, 2010
Systems of Engagement
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch transac'on
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
Microso`
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
Social and Cloud
2010-‐2015
An interac'on
Social Business Systems
Systems of Engagement
Era
Years
Typical thing
managed
Best known company
Content mgmt focus
Mainframe
1960-‐1975
A batch transac'on
IBM
Microfilm
Mini
1975-‐1992
A dept process
Digital Equipment
Image Mgmt
PC
1992-‐2001
A document
Microso`
Document Mgmt
Internet
2001-‐2009
A web page
Content Mgmt
Social and Cloud
2010-‐2015
An interac'on
Social Business Systems
Systems of Record
Systems of Engagement
Command and control
Systems of Record
Transac'on-‐oriented
Document-‐centric
Limited deployment
Central IT-‐provisioned
The Next Decade of Enterprise IT Systems of Engagement
Interac'on-‐oriented
User-‐centric
Ubiquitous deployment
Self-‐provisioned
Open and accessible
Three things are key to SharePoint’s overtaking of ECM. They solved the most pervasive problem first – not the hardest. They created promoters by leqng users believe they control their own data. They marketed and promoted the product through IT opera'ons channels.
Source = hFp://bigmenoncontent.com/2010/03/02/the-‐problem-‐with-‐e-‐in-‐ecm-‐part-‐ii-‐how-‐sharepoint-‐is-‐capturing-‐ecm/
Source = AIIM, SharePoint: Strategies and Experiences, N=436 SharePoint using or planning
“SharePoint is our first significant implementa'on of ECM.”
37%
Source = AIIM, SharePoint: Strategies and Experiences, N=436 SharePoint using or planning
How soon a`er its launch do you envisage implemen'ng the SharePoint 2010 upgrade?
13% almost immediately
50% within a year
Some cau6on from rest -‐ 34% two years or no plans
Source = Mike Alsup presenta'on at AIIM DMSPEF, November 2010
Source = AIIM, N=412, >10 emps, No Trade
“Unfamiliar with E2.0”
5% in 2010 17% in 2009 41% in 2008
consider internal E2.0 to be of significant importance to business success
55%
Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
are using or plan to be using E2.0 func'ons in SharePoint 2010 within next 18 months
55%
Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
Change Management
Not everyone is social Dealing with the skep'cs
Risk Management
Knowledge vs. Risk Challenges of the cloud
Technology
Social as a strategy SharePoint as a plaZorm
Photo source = hFp://www.flickr.com/photos/gluemoon/174825611/
[Social content on external sites] will be archived and retained for the required period of 6me in accordance with the DIR Records Reten6on Schedule.
Non-‐administra've incoming/outgoing and internal correspondence, in any media, pertaining to or arising from the rou'ne opera'ons of the policies, programs, services, or projects of an agency. Reten'on = 1 year
Dear Sir/Madam: I am looking into star'ng a goat dairy farm , what licenses do I need and where can I find the guidelines for inspec'on of milking parlor, and regula'ons?
Do we need to keep this?
Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/ Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/ Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/ Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/ Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/
Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/
How long do we need to keep this?
Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/
How and when do I move it from the external site to an internal archive?
Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/
Whose job is it to do this?
Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/
Will this ever really get done?
Do we care?
Photo source = hFp://www.flickr.com/photos/marcobellucci/3534516458/
When using web 2.0/social media plaZorms… Is the informa'on unique and not available anywhere else?
Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
When using web 2.0/social media plaZorms… Does it contain evidence of an agency's policies, business, mission, etc.?
Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
When using web 2.0/social media plaZorms… Is this tool being used in rela'on to the agency's work?
Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
When using web 2.0/social media plaZorms… Is use of the tool authorized by the agency?
Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
When using web 2.0/social media plaZorms… Is there a business need for the informa'on?
Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
When using web 2.0/social media plaZorms… If the answers to any of the above ques'ons are yes, then the content is likely to be a Federal record.
Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
No Yes
We have a policy on acceptable use of public E2.0 sites 44% 54%
New employees are given acceptable use policies and guidance on the use of public E2.0 sites 51% 49% New employees are given training and guidance on the use of our internal E2.0 systems 67% 34% Internal E2.0 roll outs to exis'ng staff include guidance policies and training 62% 38% Involvement in internal E2.0 is reviewed in staff appraisals 90% 12%
Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
Given that technology policy and regula'on always lag technology prac'ce, what kind of obstacles do outdated policies and regula'ons pose to rapid implementa'on of social business systems? What is the governance framework we want to place around social content?
Change Management
Not everyone is social Dealing with the skep'cs
Risk Management
Knowledge vs. Risk Challenges of the cloud
Technology
Social as a strategy SharePoint as a plaZorm
“The use of external social media for work ac'vi'es is discouraged. ”
24%
Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
Access to Facebook, YouTube and/or TwiFer is barred during the working day.
43%
“A new class of company is emerging—one that uses collabora've Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organiza'on’s reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise.”
Key Benefits of Social Technologies Employee/produc'vity Customer Supply chain
Source = McKinsey Quarterly, The rise of the networked enterprise
The benefits of the networked enterprise Employee benefits
% repor6ng this
median improve
Inc speed of knowledge access 77% 30%
Reducing communica'ons costs 60% 10%
Inc speed of access to internal experts 52% 30%
Decreasing travel costs 44% 20%
Inc employee sa'sfac'on 41% 20%
Reduce opera'onal costs 40% 20%
Reduce 'me to market 29% 20%
Inc # of successful innova'ons 28% 20%
Inc revenues 18% 15%
Source: Pierre Khawand, The New New Inbox Survey Report, Copyright 2010 People-‐OnTheGo, www.people-‐onthego.com
3.11
3.80
3.75
3.54
1.32
1.65
1.68
1.01
Top mgmt
Marke'ng
Sales
Admin
email social
Hours per day… The produc'vity ques'on
The hierarchy ques'on
Source = Bevin Hernandez, Penn State, at Enterprise 2.0 Conference
Clear connec'on to org purpose but not social
“Type A”
Weak connec'on to org purpose and not social
“Lost”
Clear connec'on to org purpose and social
“Magic”
Weak connec'on to org purpose and social
“Social BuFerfly”
The culture ques'on
Implemen'ng Social Technology Responsibly Thinking About Technology, Risk, and Change Management Through a Social Lens John Mancini, President, AIIM Blog = Digital Landfill TwiFer = @jmancini77 Email = [email protected] LinkedIn and Facebook = jmancini77
Image source = hFp://www.flickr.com/photos/somegeekintn/3709203268