professional services firm veritec reduces email traffic and noise with enterprise social networking
TRANSCRIPT
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The Workspace for a
New Workforce
Welcome to today’s webinar!
There will be silence until we begin today’s presentation.
Today’s twitter hashtag is #tibbr
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Millions of subscription users
100+ countries
Experienced implementation team
Customer success program
24 x7 x 365 global support
Company OverviewTIBCO Software
Founded in 1997
$1.1B revenue in 2013
70 offices, 25 countries
4000 customers
200 partners
3500 employees
tibbr
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veritec
Presenter: Matthew Ryan
twitter: @matthewvryan
au.linkedin.com/in/matthewryanveritec/
BUILDING A BEST
PLACE TO WORK THROUGH SOCIAL COLLABORATION
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Our Implementation
• We did control the information architecture
• We did use specific business use cases
Our Adoption
• 20% active contributors, 50% comment and like, 30% read only
• Now an essential part of our organization
• Rubber hits the road when habits are formed to visit tibbr like email or
voicemail and staff turn off email notifications
The email problem
• Impossible to sort the important from not important
• Impossible to sort the urgent from the not urgent
• Unable to unsubscribe from the “reply all” hell
• Email is growing exponentially
• Productivity falling as a result of more email
• Email is a poor medium to host a conversation
• Email is a push mechanism
Email post tibbr
• Evidenced by less email
• Conversations are better in social
• Staff can control how information comes to them
• Can change digest for less important subjects to less frequent
• Can follow important subjects
• Conversations are structured by subject and conversations grow over
time stay in that structure
Executive Decision Making Problem
• The more executives we have the harder it is to get
them in the same room to discuss issues and make
decisions
• No formal way to record the outcome in a way that
can be passed to staff for implementation.
Executive Decision Making Post
• Quicker with a better outcome
• Poll feature allows us to pose the question
• Conversations about the matter are welcomed
• Executive can elaborate on their simple poll response
if they feel the need
• Organising events becomes much easier
Building Engagement
• This sort of thing would do the rounds via email,
usually to a group email list that you could not
unsubscribe from.
• Supportive of our culture
• Transparent and engaging
Presentation Outline
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Knowledge Sharing Problem
• Had no way for communities of practice to have conversations
about IP development
• Had no way for communities to come together other than through
• No way for communities to form
• Email relies on sender knowing who should be in the address block,
which means you either miss the opportunity to have the right
people contribute.
• Or the sender sends the request for knowledge to a mailing list or
worse [email protected]
• Replies to knowledge requests do not persist
• Not accessible by others
• 80% of knowledge is Tacit. It is in the heads of our people and is
never codified or captured as formal artefacts.
Knowledge Sharing Post tibbr
• Supports access to Tacit knowledge
• Helps organise information into subjects
• Consultants follow the subjects they are interested in
• Does not rely on someone knowing to talk to
• More productive workforce
What’s Next
• Following business events in our line of business systems
• Contract about to exceed its $$
• Birthday of a staff member
• Invoice issued to a client
• Receivables now 90 days for an invoice
Too many mailing lists
• Too many lists
• No idea who is on them
• Staff did not know how to subscribe/unsubscribe to them
• “Reply All” still applied
• Too much email noise with no control over how to receive
messages from mailing lists
• Overhead for the support team in keeping the lists up-to-
dateCT team in keeping the lists up to date
Mailing Lists post tibbr
• Single list for important announcements
• External facing email aliases which go into structured
systems
The CRM Problem
• No CRM
• I did not think people would use it even if we had one
• Wanted to see if we could use tibbr to capture intelligence
about our clients
The CRM Solution
• We still don’t have a formal CRM
• We use our practice system for structured data
• Tibbr has become the place where client care, client
intelligence and client needs are posted and discussed.
• Simple to do
• Highly accessible
• Low barriers to adoption
Presentation Outline
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Who
we are
• Professional Services Firm
• Established 2004 as Cordelta,
• MBO of technology business units
completed Dec 2013
• 70 staff and 30 contractors
• Best Place to Work 2011 (11th), 2012 (7th),
2013 (10th)
• Disconnected consulting workforce
• Spread across clients and locations
• Teams range in size from 1 to 20
• Engagements range in duration from 2
weeks to 2+ years
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Our
Systems
• tibbr: Conversations, decision making,
feedback, polls
• Confluence: project documentation,
structured knowledge
• JIRA: issues, risks, change requests, EPICs,
Storeys, tasks, bugs
• Email: External Meessages, Broadcasts
• Office 365: Document Libraries
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Our key
problems
• Too much email!
• Inefficient decision making
• Mailing List Maintenance
• Many different groups/communities
• Knowledge lost in email
• Practice Group Collaboration
• No CRM
• No way to monitor activity with clients
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tibbr to the rescue
Mr Incredible is a Pixar Character, unsure of his position on tibbr.
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Email Jumble/Too Much Noise
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Sorted!
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Decision
Making
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Effectiveness
& Efficiency
0 3 6 9 12 15 18 21 24 27 30 33
Meetings, Synchronous
tibbr, Asynch
Email, Asynch
Good for shouting!
Good for building relationships only.
Decision Making – Effectiveness Curve
Good for conversations,
decisions etc!
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Community
Building -
Consensus
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Practice Development
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Explicit
Tacit
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Example of Social
Go Karting or Gardening and Steam
Community of
Practice
Development
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Accessing
tacit
knowledge
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Too Many
Mailing
Lists
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Minimum Lists
Now
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Subject Structure
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Example of Social
Go Karting or Gardening and Steam
Social Use
Case
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Sales
EffectivenessSales Effectiveness Example
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Following
Business
Events
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Take tibbr for a test drive.
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Find customer stories, whitepapers, and
more at www.tibbr.com
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Or Like our Facebook page! facebook.com/tibbr.live