the social-enterprise-in-acloud-first-and-mobile-first-world

The Social Enterprise In A Cloud First & Mobile First WorldSpeaker: Richard Harbridge

SPTechConThe SharePoint Technology Conference

SPTechConThe SharePoint Technology Conference

RICHARDHARBRIDGE

My twitter is @RHarbridge, my blog is at http://RHarbridge.com, and I work at

SPEAKER | AUTHOR | SUPER FRIENDLY

@RHARBRIDGE

@RHARBRIDGE

USERS WORK ANYWHERE…

By 2016 40% of the workforce will be mobile - Gartner

Work

Life

Flexible work is prevalent – rethink your definition of a mobile worker.

USERS WORK ANYTIME…

USERS WORK ON ANY DEVICE…By 2015 at least 60% of information workers will interact with content applications via a mobile device - Gartner

USERS WORK WITH MORE PEOPLE…

We work with more people on a day-to-day basis today than ever before.

60% of employees report working with 10 or more people on a day-to-day basis.

Half of these employees work with more than 20.

USERS WORK INSIDE & OUTSIDE OF THE ORGANIZATION…

We also work with contractors, customers or partners more…

#worklikeanetwork

THE WORLD HAS BECOME A GIANT NETWORK…

We consume information more rapidly today than ever before.

Fasterresponses

Personalizedservice

Betterexperiences

#worklikeanetwork

YOUR CUSTOMERS EXPECT MORE…

We communicate more often and more frequently in new ways.

#worklikeanetwork

WE CANNOT WORK LIKE WE ALWAYS HAVE…

We need to be more responsive and how we work has already started to change.

@RHARBRIDGE

@RHARBRIDGE

“Magic Quadrant for Social Software in the Workplace,” by Nikos Drakos, Jeffrey Mann and Mike Gotta, September 3, 2014.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Microsoft.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Social software in the workplace presented in Gartner’s Magic Quadrant…

MICROSOFT IS THE LEADING VENDOR…

YammerProvides a social newsfeed for teams, and a quick and easy platform for creating internal and external communities

Unlocks info silos from email and team sites, democratizes communications

CRITICAL PART OF MICROSOFT’S SOCIAL STRATEGY…

SharePoint on-premises and Yammer• Service Pack 1 & Yammer app for SharePoint 2013

on-prem• Committed to another SP on-premises release• Hybrid continued improvements

Legacy SharePoint Social• No plan to adding net-new social features• Existing SP social capabilities will be maintained - for

now• No investment in SP communities

Go Yammer!• Faster adoption • Rapid innovation• Connect everyone

Office 365 with Yammer• Home of innovations for Enterprise Social

YAMMER OR SHAREPOINT SOCIAL?

Enterprise Social: Should I Use Yammer? When Should I Use SharePoint?

DOWNLOAD THE WHEN TO USE WHAT IN OFFICE 365 ENTERPRISE USER GUIDANCE WHITEPAPER!

It goes into much greater depth and can be found at WhenToUseWhat.com

Let’s take a look back at the end of last year…

Mobile-first

scenarios

Cross-

platform

Faster

innovation1Mobile updates for Android/iOS only

November and beyond

iOS contact discovery at sign-up

iOS 8 App with Handoff support for seamless device transitions.

Android notifications improvements

Mobile Workflow Initiative*

Mobile Growth Initiative*

UI localized 11 languagesIn-app message translation

Group create/join

Profile view/edit

April May June July-October

SSO login on mobile

“Mobile only” user support via UIDs

Android Universal Search

Mobile app deeplinking

iOS 8 interactive notifications, ‘Share to Yammer’

UI localized 24 languages

ENTERPRISE SOCIAL MOBILE STRATEGY…

Inline-message translation – just tap “translate”

Thread instantly translated to

phone’s language

Reduce silos and ease collaboration

across geographies

UI localized to 23+ languages and instant in-line message translation in Android and iOS

GLOBAL RELEVANCE & SCALE…

28 languages available on the Yammer web client and Success Center25 languages available on mobile apps1 and email notifications

GLOBAL RELEVANCE & SCALE…

1Mobile localization currently for Android/iOS only

@RHARBRIDGEYAMMER & OFFICE 365 ON WEARABLES…

# 1 Challenge With Mobile Experiences? Time (Hours To Minutes To Seconds)

Collaborate effectively on customer leads with Line-of-Business app integration including Dynamics CRM and Salesforce

YAMMER INTEGRATION WITH CRM…

@RHARBRIDGE

Out Of The Box (OOTB)• Yammer Embed• Inline Social / Doc Conversations

Solution Enhancements• Follow, Like & Share Buttons {Minor Code}• Provisioning Support, Simple Reports, Function Wrapping, etc.

Custom Enhancements• REST APIs (Throttles), SDKs, Data Availability, Reporting, etc.• Example Group Management, etc.

WHAT CAN I DO TODAY FOR INTEGRATION?

Starting from OOTB to custom enhancements…

REST APIs aren’t complete. Things like Group management

@RHARBRIDGE

Out Of The Box (OOTB)• Yammer Embed• Inline Social / Doc Conversations

Solution Enhancements• Follow, Like & Share Buttons {Minor Code}• Provisioning Support, Simple Reports, Function Wrapping, etc.

Custom Enhancements• REST APIs (Throttles), SDKs, Data Availability, Reporting, etc.• Example Group Management, etc.

WHAT CAN I DO TODAY FOR INTEGRATION?

Starting from OOTB to custom enhancements…

REST APIs aren’t complete. Things like Group management

@RHARBRIDGE

YAMMER EMBED OPTIONS…

Starting with OOTB you can do an embed and control some properties.

@RHARBRIDGE

Enables you to participate in social conversations from the tools of your choice.

INLINE SOCIAL & DOCUMENT CONVERSATIONS…

@RHARBRIDGE

Out Of The Box (OOTB)• Yammer Embed• Inline Social / Doc Conversations

Solution Enhancements• Follow, Like & Share Buttons {Minor Code}• Provisioning Support, Simple Reports, Function Wrapping, etc.

Custom Enhancements• REST APIs (Throttles), SDKs, Data Availability, Reporting, etc.• Example Group Management, etc.

WHAT CAN I DO TODAY FOR INTEGRATION?

Starting from OOTB to custom enhancements…

REST APIs aren’t complete. Things like Group management

@RHARBRIDGE

The APIs are limited. So you can only do so much…

YAMMER SHARE OPTION…

@RHARBRIDGE

The APIs are limited. So you can only do so much…

YAMMER LIKE AND FOLLOW?

@RHARBRIDGE

Office 365 Admin Reporting

Data ExportAdvanced Data Export Data Export & REST API

Tosilog (Power BI)

Third Party (tyGraph, Tryane, etc)

REPORTING COMPLEXITY?

Often getting people to use more of the technology is just as important.

@RHARBRIDGE

Out Of The Box (OOTB)• Yammer Embed• Inline Social / Doc Conversations

Solution Enhancements• Follow, Like & Share Buttons {Minor Code}• Provisioning Support, Simple Reports, Function Wrapping, etc.

Custom Enhancements• REST APIs (Throttles), SDKs, Data Availability, Reporting, etc.• Example Group Management, etc.

WHAT CAN I DO TODAY FOR INTEGRATION?

Starting from OOTB to custom enhancements…

REST APIs aren’t complete. Things like Group management

Groups today… WHAT OTHER SOCIAL OPTIONS EXIST?

Discussion Boards, Community Sites, O365 Groups, & More!

@RHARBRIDGE

WHAT CAN I DO TOMORROW FOR INTEGRATION?

Groups will be integrated with Yammer – discussion image above…

@RHARBRIDGEWHAT CAN I DO TOMORROW FOR INTEGRATION?

Skype for Business & Yammer Integration Coming Soon! (In Preview)

@RHARBRIDGE

Delve now incorporates links shared in Yammer so you can discover even more from across Office 365.

DELVE DISCOVERY WITH YAMMER INTEGRATION…

@RHARBRIDGE

Today Tomorrow The future

People

Groups

Network

Connected experiences across Office 365,

Microsoft products and beyondYammer Groups

Enterprise GraphOffice Graph and Delve*

Dynamics CRM Integration

O365 Groups

O365 Identity in Yammer

Document Conversations

FlexternalAndroid/iOS/WP Apps Mobile innovations

Office Online in Yammer

O365 Groups*

Office Graph and Delve

ROADMAP (2014)

Connected experiences are the current focus.

@RHARBRIDGE

@RHARBRIDGE

TRANSFORMING WORK WITH CULTURE & TECHNOLOGY…

“Social Enterprise is implemented 80% through organization culture and 20% through technology.” - Gartner, September 2012

20% Tech

80% Culture

Define Your Vision

Identify Business Outcomes

Plan to Work Social

Evaluate, Adapt, & Iterate

THE SOCIAL JOURNEY…

“Social Enterprise is implemented 80% through organization culture and 20% through technology.” - Gartner, September 2012

1 Start small

2 Build a coalition

3 Get execs onboard4 Adoption activities

YOU SHOULD…

It’s important to plan and work through these things before you start (if possible).

@RHARBRIDGE

THE POWER OF A VERIFIED GROUP…

Verified Groups have scorecards that they are mapped and graded on. Official.

Not just to differentiate.

To improve clarity of purpose, leader engagement, community management, diversity of participation and business value realization.

@RHARBRIDGELEGITIMATE REASONS FOR CONCERNS…

There are some legitimate concerns around social, but they can be mitigated.

Concern Mitigating SolutionCorporate Embarrassment

The most common reason for corporate embarrassment is lack of training on management and executive teams (or their supporting staff). It’s important for the leader who creates a blog for example to also impose ‘approval’ on blog comments. These simple measures must not only be put into effect but they also must be understood and the users must understand how to use these features effectively.

Loss Of Intellectual Property & Trade Secrets

This is often dealt with by appending or amending existing intellectual property policies within employee manuals or employee agreements. The Intranet or any social technology should not be exempt from acceptable technology use practices and ethical/respectful employee behavior.

Another Potential Distraction

It is important for management to support the platform but also to clearly explain why/when it should be used. Setting the expectation that this is a work technology (like email, or their web browser) is often the only effort necessary. To help make employee use more effective it can be extremely useful to provide training, guidance, and examples for how to use the technology in a work setting. Often using stories to illustrate this can go a long way (especially if they are based on the corporate culture, a real use of the tool, and particular to the business).

Another Entry Point for Viruses/Other Attacks

This is immediately mitigated by deploying or implementing an enterprise ready social technology. Many have constraints imposed to stop people from adding script as an example to status updates, discussion boards, tags, or embedded within other social content.

Employee HarassmentThis is often dealt with by appending or amending existing sexual harassment policies within employee manuals or employee agreements. The Intranet or any social technology should not be exempt from acceptable technology use practices and ethical/respectful employee behavior.

@RHARBRIDGE

@RHARBRIDGE

NEXT STEPS…

Sign up and get started with Yammer at www.yammer.com1

Dive into Enterprise Social at www.enterprisesocial.com2

Check out the Success Center at success.office.com3

Office365Technical Network

http://aka.ms/o365technetworkShare tips and best practices with other Office 365 experts.

JOIN THE CONVERSATION…

Customer testimonials sharing success stories with Enterprise Social

Tailored guidance for line-of-business leads: Executives, HR, IT, Sales, Marketing, Customer Support

Educational content on the business value and benefits of Enterprise Social

ENTERPRISE SOCIAL RESOURCE CENTER…

Learn how social can help your business. www.enterprisesocial.com

Thank You!Organizers, Sponsors and You for making this possible.100+ Sharepoint Presentations At.. Slideshare.Net/RHarbridgeWhitepaper On 365..WhenToUseWhat.comSign Up For Yammer At.. About.Yammer.Com Office 365 Success Center.. Success.Office.Com

Message Me On LinkedIn or Email Richard@2toLead.com

My twitter handle is @RHarbridge, blog is http://RHarbridge.com, and I work at

SPEAKER | AUTHOR | SUPER FRIENDLY

ADDITIONAL RESOURCES!

Sharing even more… because I love you.

Microsoft Enterprise Social ResourcesSites, Blogs & Twitter

Enterprise Social Customer Success - Yammer Success Center – EnterpriseSocial.com - The Responsive Org

Admin & IT - Developers - Yammer App Directory - Office Store - Yammer Ignite Blogs: Yammer Office 365 Twitter: @Yammer @Office365

Research/Whitepaper Gartner: Magic Quadrant for Social Software in the Workplace - Evolution of the networked enterprise:

McKinsey Global Survey results - Yammer’s 2013 Business Value Survey Results - The Rise Of Enterprise Social Networks

Press How Red Robin Transformed Its Business With Yammer -

How Teach for America gets the most out of Yammer on a shoestring budget - HK firm creates idea melting pot for 4,000 employees - LexisNexis found that employees who use Yammer are way happier - Switching to Yammer let this company slash helpdesk calls and save $1.5 million a year - How Microsoft got its own employees to use Yammer

Videos Move Faster Together Transform the Way You Work with Yammer

#WorkLikeANetwork

THE VALUE OF SOCIAL…

Social is about unlocking conversations & providing more context

#SPTechCon @RHarbridge

When Emailing to Yammer…

End your message with - - to prevent your signature from posting to Yammer

[ ]Yammer Tip: set the – to be white so that it won’t show up in your normal signature

#SPTechCon @RHarbridge

Create Outlook Contacts for Yammer GroupsFrom Outlook, it is possible to:

• Start a new Post in Yammer• Reply to a thread (conversation) when you

receive an email notification• Mention someone & Tag in your

Post/Reply

First, find the Yammer email address:1. Navigate to the relevant Yammer group2. Click Post to this group by email3. An email window opens with the Yammer

group email name in the To: line. Leave the email window with the address open for now

4. Open Outlook.

Continues on nextslide…

23

#SPTechCon @RHarbridge

Create Outlook Contacts for Yammer Groups5. With Outlook open, Click on People (bottom left)

and New Contact (in menu)6. Click on Full Name button (do not type directly in

the box). The Check Full Name dialog box opens.7. Type the name of your Yammer group in the First

box and click OK• Best practice: start every contact with Yammer• Best practice: include “public” or “private” in the name to

avoid confusion8. The contact will auto fill in Full Name and File As.

Copy and paste the contact name into Display as9. Go back to Yammer and copy the email address

(from the window you left open in Step #3) and paste in the E-mail box.

10. Save & Close the new Contact.11. Return to your Yammer home page.

67

9

8

#SPTechCon @RHarbridge

Post & Reply from OutlookTo create a new Yammer post from Outlook:1. Open Outlook2. Create a new mail message3. Select/enter the name of the Yammer Group

email address4. Type your Yammer post in email

a. Email address = Yammer Group where posted

b. Subject = Title of Yammer Postc. Message Body = Yammer Messaged. @alias = Yammer Mentione. #xxx = Yammer Tag

5. Add two dashes (--) at the top to trim your signature from your Yammer posts

4a

4b

4c

4d

4e

How Outlook email looks in Yammer

5

#SPTechCon @RHarbridge

Email bridging strategiesFor those that have a hard time switching from Outlook…

Publish the “new alias” as your+group+microsoft.com@yammer.com

Suggest they subscribe to the “new alias” on the group’s page(found at bottom of right column)

Send them an Outlook contact for the address

#SPTechCon @RHarbridge

Email bridging strategiesWhen sending key messages to an old DL, use “Direct Replies To” to send replies to the Yammer group address

#SPTechCon @RHarbridge

Social Feedback Leads To Better Procedures?

Why Leveraging SharePoint Blog Features for News is a Great Idea

Some scenarios – end userFind a Person/ Expert

Post and discuss a topic and/or content

Manage a meeting or event

Ask/ answer a question

Make an announcement

Find a Document

Send/exchange information/ documents

Produce/manage content

Tag content

Poll/survey a group of people?Rate or otherwise infer sentiment (e.g. “Like”)Establish relationships with people, information and sitesForm serendipitous connections via affinity-based relationshipsView activities

across team, community, or network

Post/view/comment on content and media

View profile, manage profile

#SPTechCon @RHarbridge73

Bonus! Implementing An Effective SharePoint Social Strategy

#SPTechCon @RHarbridge

Map To Business Objectives

Support Acquisitions

Provide Positive Work Culture

Highlight Exceptional People

Have Highly Effective Decision Making

Supporting Community

Customer Transparent Support

Leadership Personally Engaging w/ Customers

Internal Social Collaboration

User Profiles Personal MySites Internal Social Networking Communities Of Interest Communities Of Practice External Social Authoring Social CRM

Direct Relationship Indirect Relationship

#SPTechCon @RHarbridge

Profile Sprawl Challenge?

Eight Considerations When Implementing SharePoint Social Capabilities

#SPTechCon @RHarbridge

Unique Cloud Challenges – Fixed in 2016…If you have SharePoint 2013 On Prem and a Office 365 SharePoint Online Instance…

How do you plan the social user experience?

Example: Following an o365 document doesn’t add it to your onPrem social feed, it would add it to the o365 data… Difficult hybrid scenario.

#SPTechCon @RHarbridge

Discipline and Processes

Eight Considerations When Implementing SharePoint Social Capabilities

#SPTechCon @RHarbridge

Samples of What to Measure– Number of completed user profiles– Number of connections per user– Cross posting of blogs, subscriptions to RSS and other feeds– Average number of participants with Wikis (also look at

distribution – Wikis with most participants vs. universe of wikis)

– Effective use on major projects– Reduction in e-mail (generally, on specific topics, corporate

noise)– Range of adoption (departments, topics)– Does a new policy or idea get adopted easier? – Search metrics: fewer similar queries=right information faster

#SPTechCon @RHarbridge

Understand Your Maturity

Microsoft: Enterprise Social Collaboraiton Progression Model - http://www.microsoft.com/enterprise/it-trends/social-enterprise/articles/Enterprise-Social-Collaboration-Progression-Model.aspx#fbid=I1J-B4XG2DS

#SPTechCon @RHarbridge

Understand Your Maturity

#SPTechCon @RHarbridge

Understand Your Maturity

http://www.sharepointmaturity.com/home.aspx

Work SocialCustomer Engagement Maturity Model

Customer Engagement Maturity Model

MATURITY

BUSN

ESS VALUE / BEN

EFIT

High

LowBASIC FOUNDATIONAL OPTIMIZE TRANSFORM

TechnologyProcessPeople

EmployeeCustomer

Enga

gem

e ntLe

vers

PeopleLimited awarenessProcessLimited ObjectivesTechnologyComfortable with status quo – email, phone, etc.

Customer Engagement Maturity Model

MATURITY

BUSN

ESS VALUE / BEN

EFIT

High

LowBASIC FOUNDATIONAL OPTIMIZE TRANSFORM

TechnologyProcessPeople

EmployeeCustomer

Enga

gem

e ntLe

vers

PeoplePeople are recognized as enablers

ProcessExploration of enabling business process via social channelsTechnologyAn understanding of existing tools and where they fit.

Customer Engagement Maturity Model

MATURITY

BUSN

ESS VALUE / BEN

EFIT

High

LowBASIC FOUNDATIONAL OPTIMIZE TRANSFORM

TechnologyProcessPeople

EmployeeCustomer

Enga

gem

e ntLe

vers

PeopleSiloed efforts transform to open exchanges.ProcessCollaboration partially integrated into business processesTechnologyIntegrated across LOB apps.

Customer Engagement Maturity Model

MATURITY

BUSN

ESS VALUE / BEN

EFIT

High

LowBASIC FOUNDATIONAL OPTIMIZE TRANSFORM

TechnologyProcessPeople

EmployeeCustomer

Enga

gem

e ntLe

vers

PeopleCustomer obsessed culture

ProcessRapid responses to requests and inquiries TechnologyCohesive, engaging user experiences

Customer Engagement Maturity Model

MATURITY

BUSN

ESS VALUE / BEN

EFIT

High

LowBASIC FOUNDATIONAL OPTIMIZE TRANSFORM

TechnologyProcessPeople

EmployeeCustomer

Enga

gem

e ntLe

vers