International Forum on E 2.0 - Mark Masterson - CSC
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The document discusses CSC's implementation of an enterprise social collaboration platform called C3. Some key points: - CSC implemented C3 to help employees better connect, communicate and collaborate across the large global organization. - An adoption best practices approach was taken, focusing on engaging advocates like executives, seeding use cases, and transparency. - The implementation started as a pilot in 2008 and grew organically, reaching 45,000 registered users by 2010.
International Forum on E 2.0 - Mark Masterson - CSC
- 1. CSC C3 I CONNECT. COMMUNICATE. COLLABORATE. Enterprise 2.0: It’s No Field of Dreams Mark Masterson Innovation Lead Resident troublemaker © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 1
- 2. Enterprise 2.0: It’s No Field of Dreams © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 2
- 3. CSC: We Are Different A TRUE GLOBAL 2,500 world-class customers — 90 countries — 92,000 employees DELIVERY MODEL INDUSTRY-RELEVANT CSC Locations BUSINESS SOLUTIONS Other Client Engagements MISSION-CRITICAL DELIVERY EXCELLENCE PLATFORM AGNOSTIC CLIENT INTIMACY © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 3
- 4. CSC C3: Connect. Communicate. Collaborate. CSC’s Collaboration Journey Integrate Extend Evolve Early Intranet C3 — Social Full Global and Distributed CSC Wiki Collaboration Portal Portals Platform This is one step of many — it’s part of the journey © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 4
- 5. Business Problem Locating experts and assets New hire onboard Intellectual property loss through attrition, use of consumer tools Silo tools barrier to innovation Thought leadership Connect people to people, content, and communities © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 5
- 6. CSC C3: Connect. Communicate. Collaborate. Business Case to Pilot to Production Review Review Review Review Decide Be Credible Define Goals Evaluate Pilot 5th Stage Production Do Establish Pass Audits Recommend Business SSO, Video Homework Sponsorship TCO Case Socialize — Analyze — Audits — Revise Integrate June 2008 May 2009 Oct 2009 Today © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 6
- 7. CSC C3: Connect. Communicate. Collaborate. C3: Connect. Communicate. Collaborate. Award-winning, enterprise-class, global social collaboration in which employees: • Connect: Time zones and distance will no longer be barriers Internal Evangelist of the Year Award • Communicate: Share their work, share their thoughts November 2009 • Collaborate: Get work done with others Community Adoption Award Winner October 2009 Finalist 2010 © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 7
- 8. CSC C3: Connect. Communicate. Collaborate. C3 Goes Viral, Global • Adoption best practices makes C3 viral – Pilot limited in duration, not audience – Plan for the people – Plan for global scale – Build business use cases • C3goes global Geo Distribution Asia Pacific 3% Latin America Group Types Australia 1% 7% Secret 19% Private 35% EMEA North America Member Only 29% 40% 14% Open India 32% 20% © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 8
- 9. CSC C3: Connect. Communicate. Collaborate. C3 Provides Business Value Collapsing time and distance barriers to leverage global expertise Reducing cycle time for proposal development to increase revenue, reduce customer acquisition costs Greater ease in locating and engaging internal experts Improved new employee onboarding Collaborating more broadly to drive process efficiencies © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 9
- 10. CSC C3: Connect. Communicate. Collaborate. C3 Wins Hearts and Minds ―Proud to be CSC‖ ―I went from being a skeptic to a convert. It just makes you want to get involved ... which is the origin of a good idea!‖ ―We can adopt it for useful pursuit of our business objectives. First impression? Excellent.‖ ―C3 is excellent, it is just what we need to start leveraging the power of the wider organization.‖ ―C3 will transform CSC because it allows us to overcome silos by creating and working with our own personalized CSC network‖ © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 10
- 11. Plan For the People Adoption Planning © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 11
- 12. You can’t plan to go viral. “You can’t go viral if you don’t plan well.” Claire Flanagan © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 12
- 13. CSC C3: Connect. Communicate. Collaborate. Adoption Best Practices Don’t Do Executives Overlook Find executives to ―walk the talk‖ Taxonomy Reflect organization chart Allow patterns to emerge Politics/Culture Ignore Be credible. Listen, learn, adapt Fit with Other Tools Fail to give guidance Provide ―What do I use when?‖ Deployment ―If you build it, they will come‖ Plan for adoption; locate advocates Staffing Think this is another IT tool Staff community manager Content Launch with a blank slate Seed use cases Conversation Think just work, no play Provide ―watercooler‖ Speed to Users Wait to get it perfect Pilot. Deliver early, frequent releases You can’t plan to go viral. You can’t go viral if you don’t plan well. © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 13
- 14. Adoption Planning Engage Fans (Advocates) © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 14
- 15. Adoption Planning Executives as Advocates © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 15
- 16. Adoption Planning Seed Use Cases © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 16
- 17. Adoption Planning Watercooler ― ― People work better together when they know each other on a personal level. © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 17
- 18. Adoption Planning Feedback and Transparency © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 18
- 19. CSC’s Ecosystem Journey Other Communities June 2010: Jive SBS V4 May 2010: 45K registered users February 2010: SSO/Video September 2009: Production Contract August: 20K registered users May 2008: Pilot June 2008: Business Case Begins © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 19
- 20. CSC C3: Connect. Communicate. Collaborate. If You Plan Well, They Will Come! 1. Be Credible • Do your homework • Know the industry, your company, your culture • Map project to company strategy 2. Engage Sponsors • Talk executive • Build partnerships with stakeholders • Locate sponsors to ―walk the talk‖ 3. Move Quickly • Speed to users (pilot, frequent releases) 4. Plan for Adoption • Select the right tool, plan for scale and make the best first impression • Locate advocates to go wide, global • Think top down, bottom up, sideways • Seed use cases; don’t forget the Watercooler • Allow collaboration patterns to emerge; self-service 5. Be Ready to Adapt © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 20
- 21. Claire Flanagan Senior Manager, KM Director Social Collaboration Strategy Text Cell 1A CSC Office of Innovation LinkedIn: http://www.linkedin.com/in/cflanagan Twitter: cflanagan Simon Scullion C3 Business Analyst, Collaboration Lifeguard Collaboration Services LinkedIn: http://es.linkedin.com/in/simonscullion Twitter: sscullion Mark Masterson Innovation Lead, Resident Troublemaker Financial Services EMEA LinkedIn: http://www.linkedin.com/in/markmasterson Twitter: mastermark Photo Credits p. 22 http://www.flickr.com/photos/yumtan/2719472932 p. 23 http://knowledge.wpcarey.asu.edu/article.cfm?articleid=1653 p. 24 http://www.flickr.com/photos/jemimagibbons/2844127002 © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 21
- 22. Thank You © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 22
- 23. © 2010 Computer Sciences Corporation 6/22/20105045-11_C3 Case Study 23