Más contenido relacionado La actualidad más candente (20) Similar a Purposeful Collaboration - Presented at IBM Connect 2014 (20) Purposeful Collaboration - Presented at IBM Connect 20141. Future of Work: !
From Simply Sharing To Purposeful Collaboration!
Alan Lepofsky (@alanlepo)!
Vice President and Principal Analyst!
January 2014!
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
2. What Is Enterprise Collaboration Software?
Business
tools
have
different
requirements
than
consumer
tools
Tools
that
enable
people
to
work
together
towards
a
common
goal
"Enterprise
Collabora0on
so1ware
enables
people
to
create,
discover
and
interact
with
the
content,
colleagues
and
communi0es,
that
can
help
them
get
their
jobs
done."
Departments,
geographies,
interest
groups,
customer
forums
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Working
towards
a
business
outcome
3. Ten Different Ways To Approach Collaboration
PlaKorm:
Profiles,
blogs,
wikis,
etc.
Enterprise
Social
Network
#ESN
collabora0on
Intranet
External
Community
Enterprise
LoB
soPware
Unified
Communica0ons
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
SharePoint
Alterna0ve/
Enhancement
Ver0cal
Industry
Apps
Niche
services:
File
sharing,
Idea0on,
Note
taking
Q&A,
etc.
Consumer
Hook
Ex:
email
4. The Evolution Of Social Software
First
genera0on
collabora0on
tools
in
the
client:server
era
-‐
Thick
clients
-‐
Proprietary
“Facebook
for
the
Enterprise”
Standalone
collabora0on
plaKorms
and
social
networks
“Ge5ng
Work
Done”
Integrated
experiences
that
aggregate
events
from
mul0ple
enterprise
applica0ons
“Purposeful
Collabora=on”
Na0ve
social
func0ons
within
core
business
applica0ons
and
processes
-‐
Rise
of
consumer
social
-‐
Cloud:
SaaS
,
PaaS
,
IaaS
-‐
Mobile
devices
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
4
5. Provides
links
to
other
systems
Embedded
experiences
Embedded
Experiences
Maturity
Model
Examples:
Level
of
interac0on
provided
How Are “Social” Features Implemented?
1. Streams
with
links
3
1
4
2
Variety
of
access
methods
Services
can
be
integrated
in
it,
or
it
can
be
integrated
in
other
services
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Both
2. Widgets
or
embed
code
that
can
be
added
to
other
sites/tools
3. Streams
with
ac0ons
4. Social
interac0ons
accessible
inside
other
sites/tools/mobile
7. Working In The Stream
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
7
8. Company
wide
use-‐cases
• Status
updates
• Sharing
links
• Asking
ques0ons
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
8
9. But Something Is Missing
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
9
10. Stage 2
Sharing
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Geeng
Work
Done
10
11. Adding A Social Layer
Company
wide
usecases
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Communi0es
Projects
Departments
Social
layer
Social
layer
11
13. …
and
complement
exis0ng
corporate
data
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
13
15. BPM
In
IBM
Connec=ons
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
15
16. SAP
In
IBM
Connec=ons
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
16
17. ©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
17
19. Stage 3
Sharing
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Geeng
Work
Done
Purposeful
Collabora0on
19
20. Don’t
just
mimic
social
networks
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Improve
business
tools
and
processes
20
21. Make “Social” A Feature of Your Processes
Customer
Record
Marke0ng
Campaign
Support
Ticket
Social
Network
Business
Applica0ons
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
21
22. Business Use-Cases
Marke0ng
Sales
/
CRM
Community
/
CX
/
Support
Social
Engineering
HR/HCM
Learning/
Development
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Industry
ver0cals
22
23. Business Mad Libs
We
need
to
improve
business
process
x
_____________
so
that
we
can
achieve
desired
business
result
y
________________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
23
24. Sales
/
CRM
We
need
to
grow
the
sales
pipeline
________________
so
that
we
can
close
more
deals
________________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
24
25. Engineering
We
need
to
reduce
development
0mes
________________
so
that
we
can
get
products
to
market
quicker
___________________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
25
26. Human
Capital
Management
We
need
to
provide
beEer
onboarding
_______________
so
that
we
can
have
a
beEer
connected
workforce
___________________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
26
27. Customer
Service
We
need
to
resolve
issues
faster
_____________
so
that
we
can
have
happier
customers
________________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
27
28. Customer
Service
We
need
to
Cul0vate
more
champions
__________________
so
that
we
can
Reach
a
larger
audience
________________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
28
29. Customer
Service
We
need
to
Listen
to
our
customers
________________
so
that
we
can
Build
what
they
need
_______________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
29
30. We
need
to
______________
so
that
we
can
______________
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
30
31. Recognize Social Business Has Matured
Organiza0ons
are
looking
for
the
value
in
“social”
Sharing,
Transparency,
Discovery
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Geeng
Work
Done
In
Core
Business
Processes
Influencing
Business
Results/
Outcomes
31
32. Sales (CRM)
Use
Cases:
• Pipeline
genera=on
• Enablement/Training
• Request
for
proposal
• Collabora0on
with
account
• Compe00ve
intelligence
• Best
prac0ces
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Example
workflow:
• Sales
rep
enters
a
new
lead
into
CRM
system
• Event
is
broadcast
into
the
company’s
ac0vity
stream
• An
employee
responds
with
the
name
of
a
friend
that
works
at
the
prospect
• The
rep
is
no0fied
on
their
mobile
device
about
the
response
• Rep
connects
with
that
person
and
closes
the
deal
32
33. IBM
Connec=ons
In
SugarCRM
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
33
34. Human Capital Management (HR/HCM)
Use
Cases:
• Recrui0ng
• Onboarding
• Performance
• Learning
&
Development
• Coaching
&
Mentoring
• Recogni0on
&
Rewards
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Example
workflow:
• A
new
hire
is
in
the
benefits
enrollment
tool
and
has
a
ques0on.
• They
post
a
ques0on
right
on
the
form,
which
is
routed
to
an
expert
to
be
answered.
• A
response
is
posted,
linking
the
new
employee
not
only
to
the
answer,
but
to
a
community
of
similar
people/topics
to
join.
34
35. IBM Talent Management Suite
Excellent
example
of
using
the
IBM
Connec0ons
API
to
add
social
features
(ac0vity
streams,
profiles,
likes,
tasks,
etc)
to
a
specific
use-‐case,
eg:
HR
processes.
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
35
36. Customer Engagement
Use
Cases:
• Social
media
support
• Building
a
community
of
champions
for
peer
to
peer
support
• Rewarding
brand
evangelists
with
discounts
and
offers
• Crowdsource
ideas
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Example
workflow:
• A
customer
posts
a
complaint
on
a
social
network
• Social
media
monitoring
catches
the
post
and
routes
it
to
a
customer
support
rep
• The
rep
sees
the
customer’s
informa0on
and
is
presented
with
a
recommended
response
• They
resolve
the
issue
and
offer
a
future
discount
36
37. Marketing
Use
Cases:
• Collateral
Building/Publishing
• Event
Planning
• Compe00ve
Intelligence
• Campaign
Execu=on
• Lead
Nurturing
• Press/Analyst
Rela0ons
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Example
workflow:
• The
Director
of
Marke0ng
creates
a
new
campaign
in
the
marke0ng
automa0on
system
• The
sales
reps
for
the
targeted
regions
are
no0fied
• They
provide
feedback
about
how
to
tweak
the
campaign
to
provide
berer
results
• The
leads
start
coming
in
37
38. Development/Engineering
Use
Cases:
• Feature
Requests
• Release
Management
• Problem
tracking
• Product
documenta0on
• Partner
enablement
Example
workflow:
• Product
Managers
and
Development
Managers
priori0ze
the
features
&
fixes
for
the
next
release
• If
the
developers
have
ques0ons
they
can
discuss
the
requirements
with
the
PMs
inline
• Sales,
Marke0ng
and
Support
can
keep
track
of
the
release
• Product
is
launched
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
38
41. Collaboration in the Innovation Process
• Promote
the
outcomes
• Communicate
with
customers/
employees
• Gather
feedback
and
refine
• Rewards
and
mo0via0on
Discover
Deliver
• Open
communica0on
enables
companies
to
learn
what
problem
customers/employees
are
having
• Idea
can
happen
at
any
0me
• Innova0on
Communi0es:
Social
media,
forums,
IdeaJams,
Idea0on
tools
Design
• Discuss,
vote
and
priori0ze
ideas
• Crea0ng
/
edi0ng
/
brainstorming
/
documen0ng
• Assigning
tasks
(find
right
people)
and
project
workflow
• Ensuring
repeatable
processes
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
41
42. Innovation Across Your Organization
HR
Marke0ng
Sales
Support
Engineering
Leadership
Payments
Shipping
Adver0sing
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
42
43. IBM Mail Next
• Puts
the
“me”
in
social
media
by
allowing
people
to
focus
on
what
is
important/urgent
to
them
• Gateway
to
Purposeful
Collabora0on
scenarios
such
as
CRM,
Marke0ng
Campaigns,
Support
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
43
44. Summary
-‐ Collabora0on
(internal
and
external)
is
a
cri0cal
component
of
successful
organiza0ons
-‐ “Social”
features
can
be
part
of
a
stand-‐alone
plaKorm,
integrated
with,
or
integrated
into
enterprise
soPware
solu0ons/processes
-‐ The
processes
can
be
func0on
specific
or
cross
departmental
boundaries
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
44
46. TM
San
Francisco
|
Andalucia
|
Belfast
|
Boston
|
Chicago
|
Colorado
Springs
|
Cuper0no
|
Denver
|
Irvine
|
London
|
Madrid
New
York
|
NOVA
|Pune
|
Sacramento
|
Santa
Monica
|
Sedona
|
Sydney
|
Tokyo
|
Toronto
|
Washington,
D.C.
©
2010
–
2013
Constella0on
Research,
IInc.
All
rrights
rreserved.
-‐ 2014
Constella0on
Research,
nc.
All
ights
eserved.
www.ConstellationRG.com
47. Sell
Market
What Is Social Business?
Share
The
way
organiza0ons
engage
with
their
employees,
partners
prospects
and
customers
©
2010
–
2014
Constella0on
Research,
Inc.
All
rights
reserved.
Listen
Respond
47