Presented at Connected Enterprise 2012, in Melbourne (21-22nd November, 2012). Some parts of this presentation are licensed under CC as indicated.

1. How to gain business value from
social media & collaboration tools
ripple!ectgroup.com
Image credit: Lars Plougmann CC BY-SA
Connected Enterprise 2012
22nd November, 2012

2. ‣ Listen ‣ Plan ‣ Do

3. How many
companies
are still
stuck in a
1994
paradigm?
Image source: Jakob Nielsen and Darrel Sano

4. Image credit: Dave Gray CC BY-ND

5. knowledge
Benchmark bene"ts
Source: McKinsey

6. Key Concepts: Workplace Social Network

7. Key Concepts: Observable Work

8. Key Concepts: Insights and Analysis

9. Case Study: Collaboration
Knowledge sharing community
Objective: Social Extranet
• “Out of the box” implementation,
with custom theme
• Deployed externally on a secure,
enterprise-grade hosting facility
Target Audience
• Internal staff, contractors, the
media & a global research
community
Results
• Rollout approach that combined
change management, training,
and co-design activities
• By hosting externally, this allowed
staff and contractors to access the
intranet from anywhere

10. Case Study: User Engagement
Enterprise microblogging project
Objective: UCD research
• Develop vendor agnostic use
cases and an appropriate adoption
strategy to support the business
case
• Identify practical use cases
outside the normal office
environment
Target Audience
• Field staff, in an industrial setting
EXAMPLE USER JOURNEY ONLY
Results
• Successfully road tested with
representatives from across the
organisation
• Additional ideas and use cases
captured through this engagement

11. Case Study: Social Learning
Executive Coaching program
Objective: Social Learning
• Extend participant engagement at
pre- and post-work stages of
training programs
• Create a sense of community to
reinforce learning
Target Audience
• 2,500+ participants
Results
• 95% course completion rates
• 80% continue program
• Deeper levels of learning

12. Case Study: Social Customer Service
Integrated social media presence
Objective: Make operational
• Enable their social customer
service to scale in response to
increased demand
• Align social media channel with
traditional customer service goals
• Utilise internal knowledge &
expertise, to support customer
service
Target Audience
• Customers and internal marketing,
EXAMPLES ONLY
public relations and customer
service teams
Results
• Designed internal workflows and
governance policy
• Development of a technology
roadmap for future state social
business system

13. Enterprise Social Software
Search
External Rich user
content profiles
Personal
Recognition &
filters &
SharePoint rewards
subscriptions
& Intranet
Rich media integration
Activity Recommend-
content streams ations
support Content
management
Line of Community
business app Workflow
integration
Employees analytics
Cross-platform Backend Social media
Task & project
& device management analytics
support User Groups & Public social
management permissions networks
Unified
comms External
users or Business
Service desk Customers
integration
networks
Partners
Social CRM
James Dellow, Ripple Effect Group
August 2012

14. Two Measurement Challenges
Coase's Floor (Clay Shirky) Network effect benefits
Projects and activities that aren’t “I look across our business and get the
perceived to be worth their organisational strong impression that some of our teams
costs - what can’t be measured, can’t be just don’t seem to get much traction while
managed. others seem to be in high demand. What’s
going on?”

15. How our user-centred approach drives results
1 DISCOVER 2 DESIGN 3 DO
Ripple Effect Asia Pacific We then design the strategy Together we execute the
collaborates with clients using and tactics to program by implementing
design thinking techniques to achieve the desired future and measuring
articulate their vision, goals and state. This includes functional the designed solutions.
story. Activities include personas specs for strategies & tools, a
creation, mapping current & working prototype, testing &
future states, execution roadmap refining, and a clear launch
& gap analysis, and prioritising plan.
elements & efforts.

16. Some of the technologies we like to work with
Drupal Commons
IBM Connections
Jive Software
TIBCO

17. ripple!ectgroup.com
‣ Social Strategy
Ask me about:
‣ Customer Engagement
‣ Workshops
‣ Workforce Collaboration ‣ Head Start packages
‣ Social Intelligence ‣ Visual communication
‣ Visual Thinking
0414 233711
james.dellow@ripple!ectgroup.com
@chieftech