1. Organizations’ social media / web 2.0 approach
Juhani Anttila
Helsinki, Finland
juhani.anttila@telecon.fi , www.QualityIntegration.biz
March 24, 2010
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(Mention the origin)

2. Public social media development
How could your organization get business benefits
2 by using these technologies for improving the quality of
organizational management?
xxxx/16.1.2010/jan

3. An example: Social media initiatives for developing a
business-aligned social media networking strategy
1. Create and maintain a corporate Facebook page to serve for marketing and recruiting.
2. Establish and operate blogs for all customer- or member-facing divisions.
3. Offer free web-enabled telephone conferencing services to customers.
4. Create and maintain a CEO blog.
5. Establish and operate wikis to create and share “best practices” information.
6. Partner with a professional organization to develop a podcast based lesson series
offering continuing education.
7. Develop and implement training processes on how to employ dedicated blogs in support
of project management.
8. Create and publicize a network of experts within the organization who can be consulted
on business specific topics.
9. Establish a secure company wide social bookmarking system to support the tagging and
sharing of internal and external information sources.
10. Develop a corporate policy and training program on information security and privacy.
11. Create and test a plan to employ social media and social networking in crisis situations.
12. Create and implement a competitor monitoring system to track competitor activities on
blogs, social networks, public wikis, feed subscription services, and social bookmarking.
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3431x/16.1.2008/jan (Ref.: Dennis D. McDonald)

4. References: How organizations already have
implemented Enterprise Web 2.0?
It's likely that your organization is already using Enterprise Web 2.0 technologies in some
way. But make sure you are getting the most from Web 2.0 in order to help you plan your
Enterprise Web 2.0 strategy:
• McKinsey: Over 80% of enterprises plan to use Web 2.0 technologies for better interactions
with customers, partners and employees.
• The Wall Street Journal: About 20% of companies use mashups in one form or another and,
over time, mashups will become so intuitive non-technology users will be building them.
• Economist: Serious business: A perspective on Enterprise Web 2.0, and how Web 2.0 goes
corporate and organizations are taking advantage of it.
• IDC: The Hidden Costs of Information Work. Information tasks are central to today’s
organization’ and organizations that give information workers adaptive, enabling technology
can gain great competitive advantage.
• BusinessWeek: When Companies Do the Mash’. Corporations are jumping onboard the
trend of mixing and matching information from different sources.
4
3441x/16.1.2008/jan http://www.jackbe.com/resources/business_users.php

5. New business knowledge creation and distribution by
using tools of the knowledge work environment (KWE)
Sharing information
(Blogs)
Collecting knowledge assets
New knowledge artefacts
(Wiki)
Participants collaborate
in the process to create Conversing
new knowledge (Forums)
Reflecting and contributing Feeding information
(Blogs) (Aggregators)
5
3207x/2.5.2008/jan

6. Example: Supporting organization’s supplier
network, emphasizing quality and related issues
Suppliers and organization’s other interested parties communicating with
organization’s purchase people, managers and quality etc. experts. For details see
the next four slides.
(3) Internal
organization- (2) Restricted
(4) Specific wide supplier (1) General
expert (intranet) (extranet) public
(intranet) access access (Internet)
access access
Quality related
communication in the
network:
- General quality
Maintaining information
the system - Supplier / partner issues
and its - Project issues
contents Access management - Quality requirements
Searching & navigating, Personalization and assurance
- Environmental issues
Information - Social responsibility
- Ethics
- Issue X
6 Web 2.0 tools may be used in all areas of the application from (1) to (4).
2668x/17.1.2004/jan

7. Organization’s facilities for quality related
communication with suppliers - 1
1. Internet interface (quality domain within organization’s Web page):
Communication via Internet in general, including for potential suppliers, e.g.:
- Organization’s own quality direction and intention, information to the
existing and potential suppliers
- General policies for supplier relationship
- Quality assurance requirements to the suppliers
- General quality related news and bulletins
- Registering for preferred suppliers (extranet access)
- Supplier recognition
- FAQ’s and answers
- Links to the related interesting www-pages
Example: TRW supplier Web pages: http://www.trw.com/suppliers
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2669/20.1.2010/jan

8. Organization’s facilities for quality related
communication with suppliers - 2
2. Extranet interface (organization’s supplier dedicated communications):
Communication with the existing registered suppliers, e.g. on:
- Agreements and contracts
- Personalized offerings
- Delivery situation
- Purchase life-cycle management
- Quality plans, manuals
- Self-declarations and certificates
- Supplier’s assessments
- Supplier recognition
- Reports
- Inquiries, questionnaires, feedback
- Continuous quality assurance communication
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9. Organization’s facilities for quality related
communication with suppliers - 3
3. General intranet access to organization’s internal shared supplier quality
information (quality portlet within organization’s intranet):
Communication within organization’s members, e.g.:
- Organization’s general quality approach and methodology related to
the supplier relationship and purchase
- Internal support information and explanations to the corresponding
Internet and extranet information
- Internal guidance e.g. to organization’s purchase people for using
supplier related methodology and requirements
- Supplier categorization and supplier acceptance situation
- Quality surveillance reports
- Supplier audit situation
- Supplier quality related training
- Inquiries Internal quality bulletins
- Related links
- FAQ’s
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2671/20.1.2004/jan

10. Organization’s facilities for quality related
communication with suppliers - 4
4. Specific intranet access to maintain organization’s internal shared quality
information and development (quality expert portlet within
organization’s intranet):
Communication within organization’s quality experts, e.g.:
- Maintaining organization’s shared supplier quality information
- Situation reports, the overall situation relating to the suppliers’ quality
- Managing the quality integration process of the organization, aspects
of suppliers’ quality
- Win / Win analyses
- Risk management regarding to supplier quality
- Development projects for supplier quality management and assurance
- Assessing and analyzing the supplier quality network
- Quality of the network and its quality management
- Maintaining supplier quality related procedure documents
- Quality experts’ documentation
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2672/18.1.2004/jan