the social-enterprise-in-acloud-first-and-mobile-first-world
TRANSCRIPT
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 [email protected]
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.
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#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.
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9
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#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 [email protected]
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