Thinking about Technology, Risk, and Change Management Through a Social Lens
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The document discusses implementing social technology responsibly and strategically. It provides information about AIIM strategy briefings on using social business to reinvent customer relationships and improve business flexibility. The briefings cost $8,000 and cover topics like aligning organizations, improving collaboration, and knowledge sharing. The document also discusses balancing knowledge and risk when adopting new technologies like social media and cloud computing.
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Thinking about Technology, Risk, and Change Management Through a Social Lens
- 1. Implemen'ng Social Technology Responsibly Thinking About Technology, Risk, and Change Management Through a Social Lens John Mancini, President, AIIM Blog = Digital Landfill TwiFer = @jmancini77 Email = johnmancini@aiim.org LinkedIn and Facebook = jmancini77 Image source = hFp://www.flickr.com/photos/somegeekintn/ 3709203268
- 2. AIIM.org
- 3. AIIM 1-‐day strategy briefings • Cost = $8,000 • Two types of briefings… – How can I use social business to reinvent customer rela/onships? • How can you use two-‐way communicaEon to sync with customers? • How can you leverage the experEse of customers who are experts and products advocates? • How can you improve customer saEsfacEon and revenue? • How can you provide staff with Emely, relevant, and accurate customer and support informaEon? • How can you reduce markeEng and support costs across the organizaEon? – More informaEon, contact Jesse Wilkins at jwilkins@aiim.org – hQp://www.aiim.org/Research/Briefings/Social-‐MarkeEng
- 4. AIIM 1-‐day strategy briefings • Cost = $8,000 – How can I use social business to improve opera/ng flexibility and effec/veness? • How can you align your organizaEon behind a business vision or goal? • How can you improve collaboraEon and responsiveness? • How can you surface and explore ways of improving business operaEons and products? • How can you capture and retain knowledge with many staff approaching reErement age? • How can you improve knowledge sharing between departments or locaEons? – More informaEon, contact Jesse Wilkins at jwilkins@aiim.org – hQp://www.aiim.org/Research/Briefings/Social-‐Business
- 5. Technology Social as a strategy SharePoint as a plaZorm Risk Management Knowledge vs. Risk Challenges of the cloud Change Management Not everyone is social Dealing with the skep'cs
- 6. Technology Social as a strategy SharePoint as a plaZorm Risk Management Knowledge vs. Risk Challenges of the cloud Change Management Not everyone is social Dealing with the skep'cs
- 7. Era Mainframe Mini PC Internet ??? Systems of Record Years 1960-‐1975 1975-‐1992 1992-‐2001 2001-‐2009 2010-‐2015 Typical A batch A dept A A web thing ??? transac'on process document page managed Best Digital known IBM Microso` Google ??? Equipment company Content Image Document Content mgmt Microfilm ??? Mgmt Mgmt Mgmt focus
- 8. The Last Two Decades of Enterprise IT Systems of Record Command and control Transac'on-‐oriented Document-‐centric Limited deployment Central IT-‐provisioned
- 9. The flow of IT innova'on during the past Large orgs two decades Consumer SMEs Home office
- 10. Seth Godin: “It’s human nature to imagine that the future " will be just like the present, but with cooler uniforms " and flying cars.”
- 13. The flow of IT innova'on over Large orgs the past 5 years… Consumer SMEs Home office
- 14. Photo source = hFp://www.flickr.com/photos/no'onscapital/5225049493/
- 15. Marchand’s Strategic Add value Informa6on customers and Alignment markets Framework Minimise Risks Reduce Costs market, financial, transac'on and legal, processes opera'onal risks Create New Reality Intelligence (social, poli'cal, technological, etc)
- 16. How Does This Change CEO Expecta'ons of IT? • Reinvent Customer Rela6onships – Honor your customers above all else – Use two-‐way communica'on to stay in sync with customers – Profit from the informa'on explosion • Build Opera6ng Dexterity – Simplify whenever possible – Manage systemic complexity – Promote a mindset of being fast Source = IBM Worldwide Survey of 1,500 CEOs, 2010 and flexible – Be “glocal” Systems of Engagement
- 17. Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Years 1960-‐1975 1975-‐1992 1992-‐2001 2001-‐2009 2010-‐2015 Typical A batch A dept A A web An thing transac'on process document page interac'on managed Best Digital known IBM Microso` Google Facebook Equipment company Content Social Image Document Content mgmt Microfilm Business Mgmt Mgmt Mgmt focus Systems
- 18. Systems of Engagement Social and Era Mainframe Mini PC Internet Cloud Systems of Record Years 1960-‐1975 1975-‐1992 1992-‐2001 2001-‐2009 2010-‐2015 Typical A batch A dept A A web An thing transac'on process document page interac'on managed Best Digital known IBM Microso` Google Facebook Equipment company Content Social Image Document Content mgmt Microfilm Business Mgmt Mgmt Mgmt focus Systems
- 19. The Next Decade of Enterprise IT Systems of Record Systems of Engagement Command and control Open and accessible Transac'on-‐oriented Interac'on-‐oriented Document-‐centric User-‐centric Limited deployment Ubiquitous deployment Central IT-‐provisioned Self-‐provisioned
- 20. Three things are key to SharePoint’s overtaking of ECM. They solved the most pervasive problem first – not the hardest. They created promoters by leqng users believe they control their own data. They marketed and promoted the product through IT opera'ons channels. Source = hFp://bigmenoncontent.com/2010/03/02/the-‐problem-‐with-‐e-‐in-‐ecm-‐part-‐ii-‐how-‐sharepoint-‐is-‐capturing-‐ecm/
- 21. 37% “SharePoint is our first significant implementa'on of ECM.” Source = AIIM, SharePoint: Strategies and Experiences, N=436 SharePoint using or planning
- 22. 13% almost immediately How soon a`er its launch 50% within a year do you envisage implemen'ng the Some cau6on from rest -‐ 34% two years or no plans SharePoint 2010 upgrade? Source = AIIM, SharePoint: Strategies and Experiences, N=436 SharePoint using or planning
- 23. Source = Mike Alsup presenta'on at AIIM DMSPEF, November 2010
- 24. “Unfamiliar with E2.0” 5% in 2010 17% in 2009 41% in 2008 Source = AIIM, N=412, >10 emps, No Trade
- 25. 55% consider internal E2.0 to be of significant importance to business success Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
- 26. 55% are using or plan to be using E2.0 func'ons in SharePoint 2010 within next 18 months Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
- 27. Technology Social as a strategy SharePoint as a plaZorm Risk Management Knowledge vs. Risk Challenges of the cloud Change Management Not everyone is social Dealing with the skep'cs
- 28. Photo source = hFp://www.flickr.com/photos/gluemoon/174825611/
- 39. [Social content on external sites] will be archived and retained for the required period of 6me in accordance with the DIR Records Reten6on Schedule.
- 41. Non-‐administra've incoming/outgoing and internal correspondence, in any media, pertaining to or arising from the rou'ne opera'ons of the policies, programs, services, or projects of an agency. Reten'on = 1 year
- 43. Dear Sir/Madam: I am looking into star'ng a goat dairy farm , what licenses do I need and where can I find the guidelines for inspec'on of milking parlor, and regula'ons?
- 44. Do we need to keep this? Photo source = hFp://www.flickr.com/ photos/marcobellucci/3534516458/
- 45. How long do we need to keep this? Photo source = hFp://www.flickr.com/ photos/marcobellucci/3534516458/
- 46. How and when do I move it from the external site to an internal archive? Photo source = hFp://www.flickr.com/ photos/marcobellucci/3534516458/
- 47. Whose job is it to do this? Photo source = hFp://www.flickr.com/ photos/marcobellucci/3534516458/
- 48. Will this ever really get done? Do we care? Photo source = hFp://www.flickr.com/ photos/marcobellucci/3534516458/
- 49. When using web 2.0/social media plaZorms… Is the informa'on unique and not available anywhere else? Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
- 50. When using web 2.0/social media plaZorms… Does it contain evidence of an agency's policies, business, mission, etc.? Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
- 51. When using web 2.0/social media plaZorms… Is this tool being used in rela'on to the agency's work? Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
- 52. When using web 2.0/social media plaZorms… Is use of the tool authorized by the agency? Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
- 53. When using web 2.0/social media plaZorms… Is there a business need for the informa'on? Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
- 54. When using web 2.0/social media plaZorms… If the answers to any of the above ques'ons are yes, then the content is likely to be a Federal record. Source = hFp://www.archives.gov/records-‐mgmt/bulle'ns/2011/2011-‐02.html
- 55. No Yes We have a policy on acceptable use of public E2.0 sites 44% 54% New employees are given acceptable use policies and guidance on the use of public E2.0 sites 51% 49% New employees are given training and guidance on the use of our internal E2.0 systems 67% 34% Internal E2.0 roll outs to exis'ng staff include guidance policies and training 62% 38% Involvement in internal E2.0 is reviewed in staff appraisals 90% 12% Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
- 56. Given that technology policy and regula'on always lag technology prac'ce, what kind of obstacles do outdated policies and regula'ons pose to rapid implementa'on of social business systems? What is the governance framework we want to place around social content?
- 57. Technology Social as a strategy SharePoint as a plaZorm Risk Management Knowledge vs. Risk Challenges of the cloud Change Management Not everyone is social Dealing with the skep'cs
- 59. 24% “The use of external social media for work ac'vi'es is discouraged. ” 43% Access to Facebook, YouTube and/or TwiFer is barred during the working day. Source = AIIM, Pu5ng Enterprise 2.0 to Work, N=412, >10 emps, No Trade
- 60. “A new class of company is emerging—one that uses collabora've Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organiza'on’s reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise.”
- 61. Key Benefits of Social Technologies Employee/produc'vity Customer Supply chain
- 62. The benefits of the networked enterprise % repor6ng median Employee benefits this improve Inc speed of knowledge access 77% 30% Reducing communica'ons costs 60% 10% Inc speed of access to internal experts 52% 30% Decreasing travel costs 44% 20% Inc employee sa'sfac'on 41% 20% Reduce opera'onal costs 40% 20% Reduce 'me to market 29% 20% Inc # of successful innova'ons 28% 20% Inc revenues 18% 15% Source = McKinsey Quarterly, The rise of the networked enterprise
- 64. Hours per day… The produc'vity ques'on Admin 3.54 1.01 Sales 3.75 1.68 Marke'ng 3.80 1.65 Top mgmt 3.11 1.32 email social Source: Pierre Khawand, The New New Inbox Survey Report, Copyright 2010 People-‐OnTheGo, www.people-‐onthego.com
- 66. The culture ques'on Clear connec'on Clear connec'on to org purpose to org purpose but not social and social “Type A” “Magic” Weak connec'on Weak connec'on to org purpose to org purpose and not social and social “Lost” “Social BuFerfly” Source = Bevin Hernandez, Penn State, at Enterprise 2.0 Conference
- 67. Implemen'ng Social Technology Responsibly Thinking About Technology, Risk, and Change Management Through a Social Lens John Mancini, President, AIIM Blog = Digital Landfill TwiFer = @jmancini77 Email = johnmancini@aiim.org LinkedIn and Facebook = jmancini77 Image source = hFp://www.flickr.com/photos/somegeekintn/ 3709203268