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Next steps for your Enterprise Social
- 1. My company is already social, Now What? London, 18st June 2014 Pablo Peris – Director Pablo.Peris@raona.com
- 2. Understands the key factors for a successful ESN Share some experiences and real case studies Answer the magical question: Which tool when?
- 3. “Social Enterprise is implemented 80% through organization culture and 20% through technology.” - Gartner, September 2012 Technology Culture
- 4. Factors for a Successful Journey Clarity of Vision IntegrationSponsorship and Participation Community Management Your organization can explain how ESN helps them do their job better. Executives and key contributors are committed to driving adoption. The right sources of business data are connected to your Enterprise Social solution. A proactive, analytics-based approach is applied to engaging users.
- 5. Vision 1
- 6. 5 Steps 1-2 weeks 1-2 weeks1-2 months Ongoing
- 7. Steps of the Social Journey Step 1: Define Your Vision Brainstorm the possibilities within your company, and outline your organization’s high- level goals and objectives in particular. Step 2: Map to Value Target and prioritize opportunities for business value to support your overarching vision and goal. Step 3: Work Social Put your prioritized social initiatives into practice. Outline a plan for adoption and engagement. Step 4: Drive Success This phase is about executing on your plan and bringing your network to life, through a network launch, engagement activities, and community management. Step 5: Evaluate, Adapt & Iterate Achieve real business relevance by measuring your success qualitatively and quantitatively. Use engagement data to support your findings.
- 9. % of engaged users With adequate user training and on-going communication Without adequate training and communication Formal launch Yammer begins to spread virally People leave (no value)Preparing for adoption TimeFree service Premium service
- 10. Prioritisation
- 11. Use Case Example: Share market intelligence Description The sales team needs to capture and share market intelligence with the rest of the organisation, often in the form of photos, relating to clients and competitors (new products, marketing material, points of sale, etc.). Current situation The process is overly long and complicated, meaning that not enough market intelligence is shared. The area of the intranet designed to host this type of information is rarely visited by the rest of users and cannot be accessed from mobile devices. Solution Take photos with mobile devices and upload them to Yammer to the ‘market intelligence’ community in less than 30 seconds. Advantages •More information about the market and competitors •Comments and feedback •Easy to find •Easy to upload and view information from mobile devices. Success metrics •# of people who have uploaded information •# of photos uploaded compared to current number •# conversations generated within the community •User surveys Person responsible & timescale •Sales Director •Launch on 30 May Marketing & Sales Department
- 12. Integration 3
- 13. Governance Plan Left side Classified Archived Formal One - Many Social Right side Tags Conversations Real Time Feedback Many - Many
- 14. Right side ORDER How is my information going to grow? Where should I store my documents? How should I classify my documents? What process should I start? When? Who has access? Is this searchable? Elements Workflows Task Classifications Metadata Procedures Transactions Databases Approved versions Deliverables Digital Signature Compliance … GOVERNANCE PLAN Good Practices, Procedures, Hierarchies for Information
- 15. Elements Conversations Tags Feedback Opinions Likes Share Trends Real Time Activity Timelines Notes Chats Engagement … Right side SOCIAL What are we talking about? Who is participating? What is interesting to me? Are there new initiatives? Is there any value in the content generated? Is this helping my business? SOCIAL PLAYBOOK Define and prioritise the use case that really adds value to our business
- 16. + PERFORMANCE TEST WORKING ON A CONTRACT…
- 17. HOMEPAGE DESIGN Jan Hernandez My Links Polls Lastest Docs
- 18. INTEGRATION
- 19. YAMMER WEBPART Simple integration with a basic OOB webpart
- 20. WORKFLOWS
- 21. WORKFLOWS Automated integration with internal and external systems
- 22. WORKFLOWS Automated integration with internal and external systems
- 23. WORKFLOWS Automated integration with internal and external systems
- 24. WebApps Collaboratively work on Microsoft Excel, Word and PowerPoint inside Yammer
- 25. Dynamics Bi-directional publishing of business data from CRM to Yammer and vice versa.
- 27. CONTENT CURATION TOO MUCH INFORMATION IS A PROBLEM
- 28. CONTENT CURATION WE NEED TO DEFINE RULES TO DISTRIBUTE CONTENT
- 29. RELEVANT INFORMATION THE RESPONSIBLE FOR EACH COMMUNITY LOOKS AFTER THE INFORMATION THAT IS DELIVERED TO ME.
- 32. Factors for a Successful Journey Clarity of Vision IntegrationSponsorship and Participation Community Management Your organization can explain how ESN helps them do their job better. Executives and key contributors are committed to driving adoption. The right sources of business data are connected to your Enterprise Social solution. A proactive, analytics-based approach is applied to engaging users.
- 33. Which tool when? One Drive SharePoint Team Storage Outlook email Yammer Team Discussion IM Direct Message Lync call SharePoint Intranet Yammer Company Communication Lync Content Rich Online Communication Individual Team Company Audience Size / Content Ad-hocUrgent UrgencyCommunication
- 34. THANKS! London, 18st June 2014 Pablo Peris – Director Pablo.Peris@raona.com
Notas del editor
- Success with Enterprise Social is different than traditional technology deployments. With Yammer, success is not determined by the actual implementation of the tool, but through employee adoption and engagement. You’ve got to make sure the technology is in place, supported by IT, reliable, and able to connect with your other systems. But, this is a very small part of the bigger picture. The real effort should focus on helping people understand how Enterprise Social works, how they can apply it to their jobs, and why they should change the way they currently operate. It isn't the features of Yammer that generate significant business value, but rather the way individuals use them to get work done. If you only focus on the technology, and you do not provide the right conditions to make this successful by helping people think and work differently, you will not see the benefits of Enterprise Social. Therefore, deployment aspects such as change management, executive buy-in and others become even more important in making Enterprise Social a success story, and need to be thought through and carefully implemented.
- If you have an exec audience, and there is time, you can include slides from the Executive Toolkit - https://success.yammer.com/training/training-resources/executives/ There are four factors which are consistently seen in our customers who are successful with social: Clarify vision for social Supports core company value Articulate to employees Define success metrics up front Sponsorship and participation (TALK ABOUT A FOLLOW-UP SESSION TO TRAIN ON THIS) Identify champions and Internal influencers (exec to ground level) Drive Adoption and momentum Integration Integrate across business sources of business data - across different applications Integrate into daily internal processes Community Management Appoint community managers -Drive engagement Use Cases / Best Practice – Promote and inspire Analyze and adjust strategy
- There are four factors which are consistently seen in our customers who are successful with social: Clarify vision for social Supports core company value Articulate to employees Define success metrics up front Sponsorship and participation Identify champions and Internal influencers (exec to ground level) Drive Adoption and momentum Integration Integrate across business sources of business data - across different applications Integrate into daily internal processes Community Management Appoint community managers -Drive engagement Use Cases / Best Practice – Promote and inspire Analyze and adjust strategy
- It is essential that users are adequately trained and understand how Yammer will help them during their day to day activities and help the organization as a whole. Without these elements, users can become unengaged and the potential business value depreciates. This graph depicts the typical engagement of users over time. When Yammer’s free version is being used, adoption grows virally and users gradually become naturally engaged. Once the product is bought, users are formally onboarded, go through the network launch, and adoption and engagement will rapidly accelerate. This is the critical moment where adequate communication and training is essential. Without this, users will not understand why Yammer is being used, why it will be useful for them and how to use it. Engagement will fall and any potential business value will be lost. However, with correct training and communication of use, organizations typically maintain natural engagement from users, adoption continues to grow and Yammer remains beneficial to the organization.
- When launching a network, you want to include a variety of use cases across the spectrum to help increase adoption and engagement. As your network matures, your focus on different use cases within this spectrum will change and likely become more advanced. You may experience objections over use cases that aren’t business focused enough, but remember that you may need to focus on the easier to implement use cases to gain adoption before you can be successful with more complicated use cases. Embrace the bottom-up, off-top use cases that develop and provide a place for them – for example, an “Off Topic but Rad” or “Breakroom” group for the water-cooler chat.
- Yammer + Dynamics Roadmap Yammer is a big bet for Microsoft and Microsoft Dynamics CRM. Our investments in Yammer over the longer term include: Bi-directional publishing of business data from Microsoft Dynamics CRM to Yammer and vice versa. For Microsoft Dynamics CRM it means the ability to post messages from CRM to Yammer and vice versa. These messages can relate to CRM records and events or even documents. CRM Users can follow people, accounts, contacts or anything else in the CRM system that they are interested in or responsible for. CRM users can collaborate with colleagues inside their organization or with customers, partners and other stakeholders. Longer term Yammer will facilitate approvals, assignment and document collaboration.
- If you have an exec audience, and there is time, you can include slides from the Executive Toolkit - https://success.yammer.com/training/training-resources/executives/ There are four factors which are consistently seen in our customers who are successful with social: Clarify vision for social Supports core company value Articulate to employees Define success metrics up front Sponsorship and participation (TALK ABOUT A FOLLOW-UP SESSION TO TRAIN ON THIS) Identify champions and Internal influencers (exec to ground level) Drive Adoption and momentum Integration Integrate across business sources of business data - across different applications Integrate into daily internal processes Community Management Appoint community managers -Drive engagement Use Cases / Best Practice – Promote and inspire Analyze and adjust strategy