stuart j. mcrae - what social means for your business

© 2014 IBM Corporation

What Social meansfor your Business

Stuart J. McRaeIBM Executive Collaboration& Social Business Evangelist

ibm.co/smcrae [email protected] www.twitter.com/smcraewww.linkedin.com/in/stuartmcraewww.facebook.com/sjmcrae www.smcrae.com

http://ibm.co/smcrae

mailto:[email protected]

http://www.twitter.com/smcrae

http://www.linkedin.com/in/stuartmcrae

http://www.facebook.com/sjmcrae

http://www.smcrae.comibm.co/smcrae


What Social means for your Business


ibm.co/smcrae [email protected] www.twitter.com/smcrae www.linkedin.com/in/stuartmcrae www.facebook.com/sjmcrae www.smcrae.com






http://www.smcrae.com/

3 © 2014 IBM Corporation

A New Era of Smart

The Social Web has changed the way we work, rest and play

World Company Business Government

Public Employees Customers Citizens

SocialNetworking

SocialCollaboration

SocialMedia

SocialCommunities

Smarter Planet Smarter Workforce Smarter Commerce Smarter Cities


A New Era of Smart

New technologies are challenging the way we do business

Traditional forms of employeeengagement are less effective

Increasingly influential and vocal customers sharing experiences

Growing demand for 24/7and mobile connectedness

Complex ecosystems requiringcollaboration outside the company


A New Era of Smart

IBM calls the way leaders are responding “Social Business”

It's not just about using Twitter & Facebook...

It is about leveraging the latest technologies,including Social, Mobile, Analytics, Cloud

to encourage open conversations

to build employees' internal& external relationships

to better leverage theirexpertise and knowledge

to delight customers

to improve processes

to better manage talent

to innovate

… in order to deliver better business results

6


“Digital Business is the first post-nexus stage on the road mapand focuses on the convergence of people, business and things.”

7


“Microsoft is .. simply bundling Yammer into its enterprise agreements”

“.. clients are .. assuming they've entered the enterprise social networking revolution”

“.. after .. ineffective attempts to drive productivity and unlock value,enterprise social networking is being shunned as an ineffective passing fad”

Anthony Zets posting on TechRepublic http://tek.io/1pWp9oL

Some peopleare in theTrough of

Disillusionment

http://tek.io/1pWp9oL


A New Era of SmartIf enterprise social networking isn't working for you...

you are probably doing it wrong

...or not really doing it at all


A New Era of Smart

Just deploying tools is not enough. What are you using them for?Repeatable patterns have emerged to improve business processes and deliver value

Download “Applying Social Business” and see the ROI: http://bit.ly/ibmsb2014

http://bit.ly/ibmsb2014


A New Era of Smart

Many organisations are deriving real business value...justifying their investment in the tools, and culture & process change

↓ injury claims by9.4%

↓ meetings andreporting calls(raised productivityby 20-25%)

↓ 50-83% M&Afailure rate

↑ 30% access toexperts

↑ 30% access toexpertise

↑ 20-25%productivity

↑ 68% profit from 5%drop in customerdefection rate

↓18% customersupport cost

↑ 20% marketingeffectiveness

↓ 20% marketingcosts

↑ 20% employeeretention2

↑ 26% revenue /employee in peoplefocused businesses5

↑ 15% revenue

↑ Over a third of B2Bcustomers preferdigital channels forpurchasing

↓15% supply chaincost

↑ 20% partnersatisfaction

↑ 20% innovation

↑ 20-25%productivity

↑ 20% employeeretention

↑ 26% revenue peremployee inpeople focusedbusinesses

Sources: McKinsey & Co., C Christensen (Harvard Business Review), International Labour Organisation, J Bersin, Bain & Co.


A New Era of Smart

Social Businesses expect employees to behave differently

Culture

Technology

SocialBusiness

engage employees

in conversations with customers

collaborate withpartners to

servecustomers

better encourage employees to collaborate not to competewith each other

Internal External

open upaccess to

knowledge &expertise to

partners

engagecustomers via

social networks web, mobile,

voice & video

provide an open, simple, integrated, collaborative workplace


A New Era of Smart

A social engagement platform is simply the best way to do that

Culture

Technology

SocialBusiness

engage employees

in conversations with customers

collaborate withpartners to

servecustomers

better encourage employees to collaborate not to competewith each other

Internal External

open upaccess to

knowledge &expertise to

partners

engagecustomers via

social networks web, mobile,

voice & video

provide an open, simple, integrated, collaborative workplace


A New Era of Smart

Mobile will become the way social businesses collaborate

Multi-ChannelCollaboration


A New Era of Smart

Success requires PROCESS CHANGEas well as BEHAVIOUR CHANGE

If you don't do things differently, nothing will get betterInvolve users in continuous process improvement

Reduce risk and align with organisations goals


A New Era of Smart

By empowering people to execute processes better

Market ManagementProcess: Marketing

Do market segmentation inreal-time and allow themarketing team adjustadvertising on the fly

Critical Situation Process:Customer Service

Find who can best help meaddress this urgent problem for my client

Software DeploymentProcess: IT

Find the technical expertise and institutionalknowledge to fix an error in our ERP system

Talent ManagementProcess: HR

Anticipate and react competitive poaching of top talent

Lead Development Process: Sales

Use predictive analytics on every customerinteraction to gather insights into what customerswill buy next

16



A New Era of Smart

IBM in the leadersquadrant for 6years in a row inthe Gartner MagicQuadrant for SocialSoftware in theWorkplace

IBM a leader in 2Forrester Waves:

File, Sync andShare

Enterprise SocialPlatforms

IBM a Leader inAragon ResearchGlobe forEnterprise SocialSoftware

IBM theWorldwide MarketShare Leader for 5years in a row!

1Source: The Forrester Wave™: File Sync and Share, Q3 2013; and Enterprise Social Platforms, Q2 2014, Forrester Research, Inc. 2Source: Gartner Magic Quadrant for Social Software in the Workplace, September 20143Source: IDC Worldwide Enterprise Social Networks 2014–2018 Forecast and 2013 Vendor Shares, July 2014 4Source: Ovum Decision Matrix: Enterprise Social Networking, 2014; Ovum Decision Matrix: Enterprise File Sync and Share, 2014-20155Source: The Aragon Research Globe™ for Social Software, 2014: Getting Down to Business

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. Gartner research publications consist ofthe 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 orfitness for a particular purpose.

IBM a leader in 2x2014 OvumDecision Matrix:

Enterprise SocialNetworking

Enterprise FileSync and Share

IBM Connections: The Leading Enterprise Social Software


A New Era of Smart

IBM understand that adoption is key to achieving business valueIf people don't use it (right) it wont make things better

Social Business Strategy

AdoptionPlan


A New Era of Smart

Wendy Arnott, Vice Presidentof Social Media & Digital Communications

TD Bank “WOW” MomentsSocial Amplification of Social Amplification of

““Customer Service” CultureCustomer Service” Culture

DELIVERYLEGENDARYCUSTOMEREXPERIENCES

“weaving social intoeverything we do andhow we do it,”

“PROUD TO BE A TDer”“distinguish us from theother financialinstitutions”

**

*


How is a Social Business different?










A New Era of Smart

19th Century collaboration techniques are no longer good enough...we need to change behaviour to address information overload

“You will need to knowthis sometime, so I will

send it to you now”

Email Model

“... and me”

“... and me”

“... and me”

“... and us too”“... and us too”“... and us too”“... and us too”


A New Era of Smart

“You will need to knowthis sometime, so I will

send it to you now”

“I know I can discoverwhat I need, when I

need it”Email Model

Social Media Model

“We share whatwe know”



“We share whatwe know!”

“... and me”

“... and me”

“... and me”

“... and us too”“... and us too”“... and us too”“... and us too”

“It’s not information overload. It’s filter failure.” - Clay Shirky

“It’s not information overload. It’s filter failure.” - Clay Shirky

Open, Transparent Knowledge Sharing...we need to adopt a 21st Century collaboration paradigm


A New Era of Smart

Moving from closed to open conversationsincluding open conversations in closed communities to address confidentiality

Conversations are not just

status updates but also

comments on content, likes,questions, etc.

Follow any person or content thatinterests you

… but you controlwhich updates you

see

Respectingconfidentiality viaopen conversations

within closed communities

Lead,Learn,Teach,

Spread,Engage,Improve,Motivate,Influence,Advocate,

Recognise,Understand,

Create Value

Access expertise,share knowledge,spread ideas,reuse experiences- don't reinvent


A New Era of Smart

One aggregated activity stream per user available everywhere...one place to look for updates, not multiple silos to monitor

Not just Status Updates – all collaborative activitiesand integration of business events into the single stream

No Silos: integratemultiple internal &

external informationsources as needed

No Silos: integratemultiple internal &

external informationsources as needed

Anytime, anywhereon any device tomaximise use of

working hours

Anytime, anywhereon any device tomaximise use of

working hours

Embedded Experiences:act on updates in context

without opening aseparate browser window

Embedded Experiences:act on updates in context

without opening aseparate browser window

Silos


A New Era of Smart

All Organisations Have Silos

UK USA IndiaPetroleum Exploration GroupABC Corp Acme Ltd AA Holdings


A New Era of Smart

Empower your employees to work across them... or integrate cultures, people & operations after a merger

UK USA IndiaPetroleum Exploration GroupABC Corp Acme Ltd AA Holdings


A New Era of Smart

Empower your employees to collaborate externally... with partners, with suppliers, with your channel, … even with your customers

How can we have aconversation with you?

The ultimate silo is your firewall,and it is starting to crumble


A New Era of Smart

Managed, secure collaboration beyond the firewall

Clearly identified externallyaccessible communities

External users only see thecommunities & files they are

given access to

Remove the boundariesto cooperation

Remove the barriers tocollaboration


A New Era of Smart

Gaining true insights through social media

Advertising,Social Listening

& Reporting

Deep Social Analytics,Customer Targeting

& Integration

EmployeeEngagement &Understanding

@MyCorp

@MyCorpSupport

@MyCorpFeedback

@MyCorpJobs

@MyCorpCEO

Like our FacebookPage & win a watch

Pin this product

See our job vacancieson LinkedIn

@JoeBloggs-MyCorp

@JanDoe

Monitor, observe, learn

Ask, discuss, research

Share, crowdsource

Insight, leadership

SocialMediaGuidelines

Social sentimentPredictive analyticsPsycholinguistic profilingOne View of the CustomerBusiness intelligenceExpertise locationProduct communitiesCompetitive analysisProduct strategyProcess improvementBusiness processes

Internal social engagementkey to enabling successful

external social use


A New Era of Smart

Social media monitoring: more than listening & generating reportsHelp employees understand what is being said about you & competitors, and act on it

Collaborate to deriveactions from insights

Social MediaCommand Centre


A New Era of Smart

Moving away from the “create & email” modelto focus on the content and the knowledge of experts

Documents,email &

attachments

Onlinedocuments &file sharing

Focus on thecontent &

communication

Collaborative creation,mobile device support:

focus on sharing

Individual creation,discourages sharing:

knowledge locked awayin inboxes


A New Era of Smart

Make document creation a collaborative, social experienceNot just a document library - add context for discoverability & usability

What do others think of it?Who else understands it?

Have they improved it?Recommendations (“likes”),

Folders (collections),Downloaded,Shared with,Comments,

Authors,Tags.

Not just Share with,but Share on,

or with a Community

Real-time co-editingAuthor presence awarenessCommenting & discussionsAssignment & notifications

Task managementMobile editingOffline editing

Access not just the document, butthe knowledge of the people who

wrote it, reviewed it, used it

... then collaborate with them tounderstand it, apply it, improve it

Access not just the document, butthe knowledge of the people who

wrote it, reviewed it, used it

... then collaborate with them tounderstand it, apply it, improve it


A New Era of Smart

Secure File Sync for the Enterprise


A New Era of Smart

Moving away from a document centric modelto focus on the content and the knowledge of experts

blogs

status updates

wikisactivities forums

bookmarks tagslikes

commentsshare

followfeeds

postsrss

Documents,email &

attachments

Onlinedocuments &file sharing

Focus on thecontent &

communication

Simplify the media toget the message across:

sharing is a by-product ofcreation

Collaborative creation,mobile device support:

focus on sharing

Individual creation,discourages sharing:

knowledge locked awayin inboxes

communities


A New Era of Smart

Social Business applies across the business process spectrum

People driven processes

Workflow driven processes


A New Era of Smart

Capture process knowledge into activity templatesincreasing productivity by permeating best practices through the organisation

Example: More effective meetings

Making Social Collaboration more than just a talking shopGetting things done in a social wayCreate ad hoc activities for all your tasks & share them with others involvedAssign To Do items to yourself & others and track their processAggregate your To Do list & Recent Updates across all your tasksCollect notes, links, documents for a task in one place to access & share

Making Social Collaboration more than just a talking shopGetting things done in a social wayCreate ad hoc activities for all your tasks & share them with others involvedAssign To Do items to yourself & others and track their processAggregate your To Do list & Recent Updates across all your tasksCollect notes, links, documents for a task in one place to access & share


A New Era of Smart

Crowdsourcing innovationis not just about brainstorming ideas … but putting them into action

Brainstorm Comment Vote Evaluate Graduate Action


A New Era of Smart

Social Analytics inform users and give management insightsMaximise the return on investment in your workforce

Video from IBM Research on Social Analytics: http://bit.ly/NVbVxc

Knowledge Networks

Community Vitality

Recommendations

Personal Dashboard

http://bit.ly/NVbVxc


A New Era of Smart

A Social Collaboration platform is about adding new capabilities...

Document centric

team

collaboration

People centric

engagement,

organisation-wide

...and beyond

Access Controlled

Authoritative

Workflow

Process

Knowledge Sharing

Expertise Location

Conversations

Get it done

...not replacing existing ones


A New Era of Smart

It doesn't matter if you use an IBM or Microsoft collaboration suiteNo need to “rip and replace” existing tools – integrate with them

Profiles

Communities

Surveys

Activities

Meetings

Mobile

BlogsIdeation

Microblogging

Homepage

Office®

Windows®

SharePoint®

E-mail

Calendar

Chat

Libraries

Bookmarks

Forums

Wikis

Analytics

IBM is committed to supporting Cloud (SaaS) and on premises deployment


A New Era of Smart

Unify your existing collaboration silosIntegrating with the existing team and departmental solutions

Profiles

Communities

Surveys

Activities

Meetings

Mobile

BlogsIdeation

Microblogging

Homepage

Bookmarks

Forums

Wikis

Analytics

Create one, engaged Social Enterprise from your disparate business units


A New Era of Smart

ProfilesCommunities

Surveys

Activities

Meetings

Mobile

BlogsIdeation

Micro Blogging

Homepage

Extend collaboration beyond the firewallSeamlessly integrating your people with suppliers, partners, channel – and customers!

Wikis


A New Era of Smart

Social Collaboration is about more than having Social AppsAn integration layer for existing Collaboration, Content Repositories, Applications, etc.

PublicInternet ECM E-Mail

BusinessApps

ERP,BPM,WebApps,

Workflow,etc.

TeamSpaces WCM

ProfilesWikisBlogsMedia

ActivitiesSearchIdeation

Community

UnifiedComms

Presence,IM,

Audio,Video,

Meetings,Telephony

Social Collaboration Layer(Social Intranet)

DesktopBrowserMobile


A New Era of Smart

IBMConnections

Platform

Trust PeopleBring customers and partnersinto the conversation

Empower People

Work with anyone, anytime,anywhere, even offline

Engage People

Filter out the noiseilluminate ideas

Extend Technology

Easily integrate existing andnew applications andcapabilities

Public cloudDedicated private cloudOn premises Hybrid

Web browserMobileTabletRich clientDesktop pluginsApplication interfaces

IBM ConnectionsPlatform

45


IBM led the world in creating a

Unified Collaboration Client

IBM now alsomakes MicrosoftOffice/Outlookcollaborative

Entitlements for Profiles, Files, Chatincluded with IBM Notes(and IBM WebSphere Portal)

Since 2009!

46


It's time for the next step

CODENAME: IBM MAIL NEXT

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Screenshots subject to change.

A tool that helps you: Focus on your top priorities Find anything in your inbox or archive Dominate your action items

A system that works for you... Find what you looking for TUNE-IN the important,

TUNE-OUT the noise OPTIMIZED for mobile and web DELIVERED cloud f irst POWERED by Domino


A New Era of Smart

“What's next”

“Othersowe me”

“I oweothers”

“What I amdoing”

“What needs myattention?”

“People who areimportant to me”




A New Era of Smart

“What's newfrom her?”

“Mute a thread orconversation”

“Analytics for ourproject team”

“One-click actions”




A New Era of Smart


In future, imagine IBM Watson as your personal assistant

For example, it could answerQuestions in a Community,your Activity Stream or aDiscussion forum


A New Era of Smart

Applying Social Business: Proven Social Business Patterns for Successhttp://bit.ly/ibmsb2014

Evolution of the Social Business (Business Computing World)http://www.businesscomputingworld.co.uk/evolution-of-the-social-business/

IBM's Social Business home pagehttp://www.ibm.com/socialbusiness

Video Case Studies around Social Businesshttp://www.ibm.com/software/collaboration/videos

IBM 2012 Global CEO Studyhttp://ibm.co/TW0a9b “Leading through Connections”

The Business of Social Business: What Works and How It’s Done http://ibm.co/WYVTW4 (IBM Institute of Business Value)

Becoming a Social Business Community on the IBM web sitehttp://ibm.co/adoptsocial

Social Media and Business Process Managementhttp://ibm.co/SX91qt

IBM Social Business Insights Bloghttp://ibm.com/blogs/socialbusiness

IBM's Social Computing Guidelineshttp://ibm.co/zidX0C

IBM's Own Social Business Transformation Story (by IDC)http://ibm.co/NxpP52

For More Information

http://bit.ly/ibmsb2014

http://www.businesscomputingworld.co.uk/evolution-of-the-social-business/

http://www.ibm.com/socialbusiness

http://www.ibm.com/software/collaboration/videos

http://ibm.co/TW0a9b

http://ibm.co/WYVTW4

http://ibm.co/adoptsocial

http://ibm.co/SX91qt

http://ibm.com/blogs/socialbusiness

http://ibm.co/zidX0C

http://ibm.co/NxpP52


Thank You. Questions?







