Great changes are occurring throughout organizations worldwide. New and rapidly evolving web 2.0 networking technologies promise the next generation advances in information technology and business capabilities. An increase array of multimedia communications technologies such as virtual workspaces, social networking tools, web conferencing applications, text messaging, internet phone services, and as if you are there video meetings are creating new possibilities for organizations to more quickly and effectively connect people.

1. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Creating a Collaborative Enterprise
A Guide to Accelerating Business Value with
a Collaboration Framework

2. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
<
Foreword
Businesses are increasingly under pressure to find new ways to increase productivity and stay
ahead of the competition. At Cisco, we have identified collaboration - and social networking
in the enterprise - as the next phase of the Internet that will increase productivity, innovation,
and growth. To date, we have seen a 900 percent return on our investment in collaboration
solutions, but we believe that there is much more to come.
During the past 8 years, Cisco has been We hope that the Cisco® Collaboration
incorporating collaboration into the way we Framework, contained herein, will provide
do business. First at the executive level and you with guidance about how to approach
now, as the network has enabled even greater collaboration in your own organization and that
collaboration regardless of hierarchy or it will help you accelerate and attain greater
geography, we are extending collaboration to business value and results.
every employee across the globe. What we
In an affirmation of collaboration at work, the
have discovered is that using a framework
development of this framework included
that couples people, process, and technology
contributions from many thought leaders,
together allows us to reap greater business
including members of the Collaboration
benefits in a shorter amount of time than if we
Consortium, an international group of
had approached this process without a vision
private- and public-sector organizations that
and a plan to guide us.
Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

3. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Foreword have prioritized efforts focused on collaboration. Global Supply Chain Management, Human
This consortium is now using the Cisco Resources, Internet Business Solutions Group,
Collaboration Framework as the foundation IT, Marketing, Operations, Processes and
for its industrywide collaboration reference Systems, and Sales—for their keen insights and
model. In addition, Francois Joanette, managing contributions.
partner of SBT Advisors and an expert on
Our hope is that our collective work in this
using collaboration to increase business value,
guide will help you create your own
provided content and clarity to this work.
collaboration framework and inspire you to new
Special thanks also go to the cross-functional
ways of thinking about collaboration in your
review team—which included members from
own business.
Cisco Corporate Communications, Corporate
Positioning, Customer Advocacy, Engineering,
Gary Bridge, Senior Vice President, Randy Pond, Executive Vice President,
Internet Business Solutions Group Operations, Process and Systems
Blair Christie, Senior Vice President, Ron Ricci, Vice President,
Corporate Communications Corporate Positioning
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

4. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Contents
Foreword 2 Cisco on Cisco: Lessons in Organizational
Collaboration 47
Executive Overview 5
Cisco on Cisco: Implementing Collaboration
Introduction 6 in Cisco’s Global Supply Chain 47
Why Is Collaboration So Important? 7 Cisco on Cisco: Cisco Creates an Executive
Collaboration Process 50
Overview: The Cisco Collaboration Framework 10
Cisco on Cisco: Watch Your Language—
How Was the Collaboration
Do Not Overlook the Basics 52
Framework Validated? 12
Cisco on Cisco: Creating Collaborative
Implementing the Cisco Collaboration Behavioral Changes 53
Framework 15 Cisco on Cisco: Transformational Changes
Components of Collaboration 15 Through Web 2.0 56
Developing the Components of Collaboration 19
Guiding Your Organization Through
the Three Phases of Collaboration 26
The Investigative Phase 26
The Performance Phase 31
The Transformation Phase 36
How to Begin 38
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

5. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Executive “A great wind is blowing and that gives you either
Overview
imagination or a headache.”
Catherine the Great
management is the most effective way to
create the organizational changes necessary to
take best advantage of advances in technology.
With this philosophy in mind, Cisco has
developed the Cisco® Collaboration
Framework. Guided by the best practices of
this framework, Cisco saved US$691 million
and increased productivity 4.9 percent in fiscal
year 2008.
The Cisco Collaboration Framework provides
New networking technologies are offering a clear evolutionary path and a portfolio of
organizations far greater freedom as to when, structured methodologies that organizations
where, and how they collaborate. Is your can use to improve the way that information
company ready to take advantage of these and expertise is shared among employees,
major communications innovations? partners, and their communities. By following
the collaboration framework, enterprises can
Investments in information technology help
strategically harness a rapidly expanding
organizations change the way they can do
array of Web 2.0 and social networking
business. But technology cannot change
technologies, in the process dramatically
old habits. Time and time again, Cisco has
improving their operations and potentially
found that leadership coupled with strategic
transforming their business.
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

6. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Introduction
Why Is Collaboration
So Important?
Overview: The
Cisco Collaboration
Framework
How Was the
Collaboration
Framework Validated?
Great changes are now occurring throughout organizations worldwide. New and rapidly
evolving Web 2.0 networking technologies promise the next great advances in information
technology and business capabilities. An increasing array of multimedia communications
technologies such as virtual workspaces, social networking tools, web conferencing
applications, text messaging, Internet phone services, and as-if-you-are-there video meetings
are creating new possibilities for organizations to more quickly and effectively connect people,
information, and knowledge communities.
As with other pivotal developments in the edge by making profound improvements in
evolution of information technology, such their operations.
as database software, email, and enterprise
Cisco, for example, saved US$691 million and
resource planning (ERP) systems, organizations
increased productivity 4.9 percent in fiscal
that are first to figure out the best ways to use
year 2008 by using collaboration and Web 2.0
these new technologies can gain a competitive
Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

7. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Introduction technologies. The technology investments, the benefits of the full potential of these
which cost US$81 million to deploy, provided a technologies while leaving companies
900 percent return on investment (ROI). dangerously exposed to damage from
uncontrolled content and haphazard processes.
More importantly, organizations need to
make use of new collaboration possibilities or
face a significant competitive disadvantage.
Why Is Collaboration
So Important? Companies that successfully adopt new
collaborative processes will be able to move
Overview: The
Cisco Collaboration faster, make better decisions, draw from
Framework a deeper base of information, and more
How Was the effectively operate across time and distance
Collaboration barriers. As is always the case in business,
Framework Validated?
either you pull ahead or the competition will.
To be sure, new Web 2.0 collaborative
technologies will be difficult to ignore. Why Is Collaboration So Important?
Younger employees—especially Generation Collaboration is the act of people working
Y, employees now in their twenties—and together to reach a common goal. It involves
other early adopters are now bringing these getting the right information to the right people
networking tools into the workplace—whether at the right time to make the right decision. Such
the IT manager or the CEO wants them there well-informed and speedy decisions in turn help
or not. In any case, businesses will need to organizations get work done.
develop a concerted strategy to proactively But collaboration is much more than
manage these technologies and, ideally, communication. It is the way that all the people
develop organizational capabilities to take in an enterprise function together. Better
best advantage of them. A noninterventionist collaboration means better business operations.
management approach will fail to gain
Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

8. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Introduction By improving these capabilities with improved Now, however, new collaboration technologies
collaboration, organizations can increase the can help organizations share information
scale and capacity of their processes and and expertise in ways that simply have not
develop new ways of doing business. Good been possible. Much the way that databases
collaborative information sharing and decision revolutionized sales and marketing efforts, email
making lead to better business results by transformed communications, or ERP systems
reducing manufacturing costs, stimulating
Why Is Collaboration innovation, speeding time-to-market, improving
So Important?
product and service quality, and opening new
Overview: The business opportunities.
Cisco Collaboration
Framework Certainly, collaboration has always been
How Was the fundamental to business. After all, humans
Collaboration are highly social animals, and by interacting
Framework Validated?
with each other, we gain important information.
But new pressures on businesses are making
collaboration more important than ever.
In addition to economic conditions that are remade corporate operations, new networked
requiring even more cost-efficient operations, collaboration technologies promise to radically
several long-term trends, including information improve the way that people interact and share
overload (from email and its ilk), globalization, information.
and partnering (through increased outsourcing
Unlike past IT advances, however, collaboration
and virtual companies), have put collaboration in
technologies provide a way for organizations to
the spotlight. In all these cases, various barriers
increase their access to the latent knowledge
(organizational, physical, and psychological)
“stored” within employees, partners, customers,
inhibit the optimum exchange of information to
and even the broader public (which might
make decisions and get work done.
harbor unknown experts with special insight).
Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

9. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
Introduction It is this human element that makes Web 2.0
and social networking tools different from
information technology improvements of
the past. The tacit knowledge in a person’s
mind is much harder to capture and codify. It
is complex, rapidly changing, and often a bit
messy. New collaborative communications
Why Is Collaboration tools, including blogs, virtual workspaces, wikis,
So Important?
desktop video, telepresence conferences, web
Overview: The conferencing, presence communications, and
Cisco Collaboration
Framework
instant messaging, offer new ways to tap such
crucial information.
How Was the
Collaboration But using these new tools to create a more
Framework Validated?
collaborative enterprise is not an easy task.
Deploying the technology is only one part of the
process. Moving from experimental, impromptu
use of social networking capabilities to strategic,
companywide implementation requires close
attention to cultural and procedural changes
throughout an organization.
Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

10. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
10
Introduction Overview: The Cisco Collaboration can use to improve the way that information
Framework and expertise is shared among employees,
How can an organization best harness customers and partners.
the disparate concepts and technologies By following the framework’s business
of new collaborative Web 2.0 advances? management guidance, enterprises can
Certainly, new technologies can hurt as well strategically harness the expanding array of
as help an organization. ERP systems, while Web 2.0 and social networking technologies
Why Is Collaboration
now a foundational element for most large ¬and in the process dramatically improve their
So Important?
companies, proved daunting and disruptive operations and transform the way they do
Overview: The
Cisco Collaboration as organizations struggled to adapt to the business.
Framework new business processes these technologies
The collaboration framework provides a guide to
How Was the required. Indeed, new technologies on their own
Collaboration
establishing collaboration in your organization
can do little to improve a company. Significant
Framework Validated? based on your enterprise’s unique business and
new technologies require commensurate
operational models. The framework focuses on
organizational changes.
how organizations should manage their people,
As Cisco has seen time after time, an processes, and technology to advance their
organization needs to focus as much on collaborative capabilities through three phases
change management efforts for its people of development: investigative, performance,
and its processes as it does on technology. and transformation. As an organization moves
The more all three work in concert, the more through these phases, it gains increasingly
an organization will reap rewards from its greater value from collaboration.
investments in new technologies.
To gain the most benefit from investments
To help businesses and other enterprises in in collaborative tools, organizational leaders
this effort, Cisco has developed the Cisco must make cultural, management, and process
Collaboration Framework. The framework details changes a priority. Without such behavioral
a clear evolutionary path and a portfolio of and procedural initiatives, new collaborative
structured methodologies that organizations Continued
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11. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
11
Introduction technologies will offer only limited benefits, If employees do not actively use the tools, then
but if carried out well, implementation of these technologies will fail to gain the critical
these new technologies has the potential to mass so important to making the best possible
transform an organization and bring exceptional connections with people and information.
new operational efficiencies and business
But such impromptu use only goes so far.
opportunities.
Critically, the collaboration framework provides
guidance to help organizations get beyond
Why Is Collaboration
So Important? a tactical, fragmented approach to a truly
strategic approach to collaboration that can be
Overview: The
Cisco Collaboration implemented throughout the entire organization.
Framework While the trigger for all this collaborative
How Was the change is clearly networking technology,
Collaboration comprehensive enterprise collaboration will
Framework Validated?
struggle if it remains an IT-only initiative.
In its own experience, Cisco has seen
repeatedly how important it is for IT
advancements to progress in concert with
The Cisco Collaboration Framework’s build-
changes in real-world processes and behaviors.
as-you-go model provides guidance for
This view requires radically different thinking
organizations at any point of development. The
and behavior from an organization’s strategic
focus is on taking advantage of the uses that
leadership and operational management. New
are most likely springing up in your organization
habits need to be formed, new technologies
(likely perpetrated by your younger, Generation
scaled, and new processes invented. The Cisco
Y employees). Such unprompted use is a great
Collaboration Framework provides the guidance
thing. Enthusiastic, motivated interest in new
to make these necessary changes.
collaboration tools is perhaps the most crucial Continued
element to the success of collaborative efforts.
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12. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Introduction How Was the Collaboration Framework Cisco is now using the principles of the
Validated? framework to transform its own operations. As
To develop effective methods and best one of the most successful corporations of its
practices for addressing the complex generation, the networking equipment maker
challenges of building new collaborative has grown rapidly in the past decade while
capabilities within organizations, Cisco expanding across an ever-greater breadth
Systems and SBT Advisors, a New York–based
Why Is Collaboration
consulting group specializing in collaboration,
So Important?
established the Collaboration Consortium
Overview: The
Cisco Collaboration in July 2008. This forum is composed of
Framework an international group of private and public
How Was the organizations that are focusing on collaboration
Collaboration as a way to improve and transform their
Framework Validated?
businesses.
The member organizations have been
regularly discussing their ongoing insights into
collaboration, with the goal of developing a and variety of geographical and technological
business management model applicable to any markets. The new scale and complexities
type of organization. Consortium members have of Cisco’s business, however, have posed
adopted the Cisco Collaboration Framework increasing challenges to the company.
as the foundation for this model. Consortium
members are now testing the framework’s Cisco has a long history of using Internet
methodology in their own organizations as they technologies to improve business performance.
develop additional insights into collaboration. Beginning in 1995, the company implemented
a series of Web 1.0 solutions that led first to
The collaboration framework is also based on automated, paperless transactions and then
Cisco’s own lessons learned and best practices
Continued
for establishing a collaborative environment.
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13. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Introduction to information exchanges through electronic to increase profit margin by $142 million, and
interactions. Cisco’s investments in a broad to generate time savings for employees worth
range of these Web 1.0 technologies now US$380 million. The total cost to achieve these
account for US$3.7 billion in cumulative savings. benefits was just $82 million, resulting in overall
net savings of $691 million.
Cisco is now focused on the next era of the
Figure 1. Cisco’s Productivity Journey
Internet, in which Web 2.0 and social networking
technologies are making it possible to link Web 1.0 Web 2.0
Why Is Collaboration 5
So Important? employees, customers, and partners in entirely Web 2.0
Collaboration
Solutions:
new ways. Just as when organizations evolved 4 $691M
Overview: The
Benefits ($B /Yr.)
Cisco Collaboration from paper-based transactions to electronic- 3
Web 1.0
Framework based transactions more than a decade ago, 2
Internet
Solutions:
$3.7B
How Was the Cisco sees a major transformation ahead. Cisco 1
Collaboration believes that collaboration is the “next big 0
Framework Validated? Information Transformation Interactions Collaboration
thing” that will transform commerce, enabling FY95
Source: Cisco IBSG, 2009
FY00 FY05 FY08
increased business agility and exceptional
Enlarge Reduce
levels of productivity.
Cisco is already benefiting from this second As one of the world’s largest functional
wave of technological innovation. In fiscal organizations, improving collaboration across
year 2008, the company’s Web 2.0–based Cisco’s now $40 billion business is vital to
benefits accrued in three areas: cost reduction, the company’s continued success. Unlike
increased margin through revenue acceleration, some corporations, Cisco has one primary
and time savings. operations organization for the vast majority
of the company, with few divisions or large
Specifically, research from the Cisco Internet
subsidiaries. Everything must work together as
Business Solutions Group (IBSG) shows that
one. The more transparently that happens, the
in fiscal year 2008 Cisco used collaboration
more productively Cisco’s 60,000 employees
technologies to reduce costs by $251 million,
Continued
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14. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Introduction will be. For the company, that means greater
speed, agility, and quality when anticipating and
responding to an ever-shifting competitive and
technological landscape.
Though these are still early days for Web
2.0 and social networking, Cisco and other
companies are finding the collaboration
Why Is Collaboration
So Important? framework an effective roadmap for guiding
organizations toward better and more effective
Overview: The
Cisco Collaboration collaboration.
Framework
How Was the
Collaboration
Framework Validated?
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

15. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Implementing
the Cisco
Collaboration
Framework
Components of
Collaboration
Developing the People
Components of Collaboration
Components
of Collaboration To efficiently and effectively move through the Also described as the cultural aspect of
Guiding Your investigative, performance, and transformation collaboration, the people component of the
Organization Through phases of collaboration, organizations must Cisco Collaboration Framework focuses on ways
the Three Phases of
carefully cultivate the three components to influence people’s attitudes and collaborative
Collaboration
of collaboration: people, processes, and behaviors: what people believe, how they
The Investigative
Phase technology. feel about something, and what they think is
Figure 2. Components of Collaboration proper behavior. Main areas of focus include
The Performance
Phase leadership expectations, management practices,
The Transformation
performance measurements, incentives and
Phase People rewards, role models, and hiring policies.
How to Begin New behavioral expectations need to be
clearly defined, developed, and incorporated
into an organization’s culture. Leadership and
management systems need to align with new
Process Technology
Continued
Enlarge Reduce
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

16. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Implementing collaboration efforts for the proper behavior • Management and execution principles
the Cisco expectations to be set, operationalized,
• Employee and workspace policies
Collaboration and measured (that is, made accountable).
Companies can influence the cultural aspects of • Collaboration readiness benchmarking and
Framework
collaboration through such management tools as: progress tracking
• Company, management and individual • Role models, especially ones from the
performance metrics executive level
Components of Continued
Collaboration • Leadership values and competencies
Developing the
Components
of Collaboration
Guiding Your Cisco on Cisco If you want to collaborate effectively, everyone
Organization Through Watch Your Language: Do Not has to be speaking the same language. New
the Three Phases of Web 2.0 collaboration tools enable better
Overlook the Basics communications options for widely dispersed
Collaboration
teams—and thesecapabilities make the basics of
The Investigative communications even more important. C-Change,
Phase Cisco’sexecutive collaboration process, addresses
The Performance these challenges by prescribing steps to establish
Phase group “norms,”which offer a common social
foundation for virtual, global teams.
The Transformation Read More
Phase
How to Begin
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

17. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Implementing Processes • Support services
the Cisco Process changes are changes in the way • Leadership and management development
Collaboration you get your work done. Processes include processes
Framework governance, decision making, skills cultivation,
• Data sharing policies and practices
funding, and operational logistics, with a strong
emphasis on review-and-improve cycles. • Internal change management consulting
Collaborative processes are the institutional (collaboration experts)
Components of support structures necessary for helping
Collaboration • Systems of accountability and management
people implement collaboration.
Developing the for group performance
Components The unit of performance shifts from individual
of Collaboration
to group or team in a collaborative setting. An
Guiding Your organization that uses collaboration well needs
Organization Through
the Three Phases of to understand that the traditional systems of
Collaboration performance will not work effectively (that
The Investigative is, individual systems produce competition,
Phase whereas team systems produce collaboration).
The Performance Management models (or human resources
Phase [HR] systems) need to change to reward and
The Transformation recognize the right behaviors.
Phase
To adjust processes to best support
How to Begin
collaboration, organizations need to
Technology
develop business and management models
encompassing: There are many types of collaborative
applications—and there will be many more.
• Staffing Wikis, blogs, virtual workspaces, video
• Priority setting and funding Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

18. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Implementing presentations, instant messaging, social Organizations can build efficiency into
the Cisco networking sites, web conferencing, and collaborative tool development by finding
Collaboration Twitter are just a start. With this in mind, chief replicable models, such as “virtual expert”
Framework information officers (CIOs) need to build a or “virtual teaming” modules that can be
foundation to support those applications. repurposed for a wide range of business
scenarios. These kinds of models focus on the
The range of collaborative possibilities will
type of interaction rather than the business
be limited by the network’s infrastructure. A
Components of model or operational function. Cisco estimates
Collaboration collaborative network infrastructure should be
that up to 80 percent of all collaboration
able to carry a host of multimedia services with
Developing the processes can be addressed by replicable tools.
Components quality-of-service (QoS) capabilities, especially
of Collaboration for video and audio traffic. Also, organizations need to look at ways
Guiding Your to integrate packages of tools into a single
Organization Through
Networks ideally should support:
collaborative environment, such as pulling
the Three Phases of
• Voice over IP (VoIP) to provide fully integrated desktop sharing, video sharing, wikis, blogs, and
Collaboration
teleconferencing capabilities with multimedia forums onto a single intranet portal. Importantly,
The Investigative
Phase web applications these tools, while standardized, should also
The Performance • Video capabilities, especially to facilitate provide individuals with personalization options
Phase
collaboration among remote employees to best support their unique needs.
The Transformation For managing information, organizations
Phase • High-fidelity communications, which enhance
the effectiveness of many collaboration tools will benefit from intranet search, tagging,
How to Begin
and aggregation capabilities that can be
• Easy-to-use, dependable tools readily continuously refined and adapted to deliver the
available through the corporate network most relevant information to a given population
• Integration with internal systems for of users.
Continued
supporting existing business processes,
such as inventory management, sales, and
manufacturing
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

19. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Implementing Note: It is no accident that people and processes are virtue. As Cisco has seen, just when you think
the Cisco listed before technology as framework components. a change management initiative will never take
Collaboration People and process concepts blend fluidly. They both hold, momentum passes the tipping point, and
Framework combine to create behavioral changes that lead to widespread adoption occurs.
operational improvements in an organization. While
To keep an organization on course as it strives
technology is the crucial catalyst for enabling improved
to improve its collaborative capabilities, the
collaborative activities, the success of such efforts hinges
organization needs to develop a collaboration
Components of on the behavioral changes that must take place through
Collaboration vision and strategy. Only by carefully developing
leadership, people, and processes.
a vision and strategy will an organization know
Developing the
Components Developing the Components when and how to best develop these crucial
of Collaboration components. By making a careful assessment,
of Collaboration
Guiding Your an enterprise also will know much more about
The components of collaboration take time
Organization Through the kind of work it needs to do.
the Three Phases of to mature in an organization. They require a Continued
Collaboration sustained effort, and patience is the proverbial
The Investigative
Phase
The Performance Cisco on Cisco Cisco has spent the past 8 years moving from a
Phase command-and-control operation dominated by
Cisco Creates an Executive
competing departments to a widely cross-functional
The Transformation Collaboration Process company that uses collaborative councils, boards
Phase
and working groups. These senior leadership teams
How to Begin facilitate executive decision-making, create cross-
functional alignment, and guide business initiatives.
Cisco documented what works in these councils
and boards and, through it’s C-Change guide, offers
insights on how new teams can collaborate more
effectively.
Read More
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

20. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
20
Implementing Creating Your Collaboration Vision Finding Your Collaboration Impact Zones
the Cisco and Strategy Collaboration “impact zones” are the building
Collaboration To successfully develop the people, processes, blocks of the Cisco Collaboration Framework.
Framework and technology capabilities necessary for new Collaboration zones are the highest-intensity
forms of collaboration, an organization must intersections of interactions, information, and
carefully align its new collaboration efforts expertise in your organizational ecosystem
with its business goals. By establishing a clear (employees, partners, customers, etc.). These
Components of 3- to 5-year vision for its collaboration efforts are the high-value areas that, if improved
Collaboration
and explicit 1- to 2-year plans for its strategy, through better collaboration, can most improve
Developing the
an organization will be able to successfully your organization’s business and management
Components
of Collaboration identify, prioritize, and sequence the initiatives processes.
Guiding Your necessary for establishing new business and Figure 3. Collaboration Impact Zone
Organization Through management processes.
the Three Phases of
Expertise
Collaboration Some of the questions to ask include:
The Investigative • How do you want the organization to change
Phase
in the next 3 to 5 years?
The Performance
Phase • What does the organization need to do to Collaboration Impact
The Transformation get there? Zone
Phase Information Interactions
• What role can collaboration play in achieving
How to Begin
additional levels of process performance?
Enlarge Reduce
• What sequence of activities is needed
to build the necessary collaborative An organization’s deployment strategy for
capabilities? collaboration is based on prioritizing and
sequencing the rollout of the people, processes,
To answers these questions, organizations need and technologies necessary for improving
to identify their collaboration impact zones. Continued
Creating a Collaborative Enterprise | © 2009 Cisco Systems, Inc. All rights reserved.

21. Implementing the
Foreword Contents Executive Overview Introduction Cisco Collaboration Cisco on Cisco
Framework
1
Implementing the exchange of information and expertise in quality of the information people can
the Cisco these communications crossroads. It is at these access? Is it difficult to discern or highly
Collaboration intersections that Web 2.0 and social networking usable? Is it inspiring or dull? Timely, high-
Framework collaboration tools can help most. quality information can help employees
interpret, understand, learn, and contribute
Organizations need to consider four dimensions
to better ways of doing business. Is this
of interaction when assessing impact zones:
information being provided in the best
reach, richness, openness, and speed. These
Components of virtual environment? What is most effective:
Collaboration dimensions define the scope of collaboration
text, graphics, or video in synchronous or
for a given activity and places where an
Developing the asynchronous communications?
Components organization may need to make improvement.
of Collaboration • Openness: An open environment enables
• Reach: Reach is the capability to identify,
Guiding Your individuals, teams, and organizations to
Organization Through
access, and employ internal and external
have visibility into and the capability to
the Three Phases of resources at the right time to influence
Collaboration easily contribute to the results of a work
better business results. How extensive and
effort. How easily can others join your
The Investigative exhaustive are your knowledge networks in
Phase collaborative groups? Would a group benefit
the impact zone? Are you reaching the best
The Performance from more outsiders? Are employees,
experts (even those you do not know about)
Phase suppliers, customers, academics, interests
from inside and outside the organization?
The Transformation groups, and the general public even aware
Are you reaching the knowledge of outsiders,
Phase of what groups they can join? Can they
such as various employee groups, suppliers,
How to Begin easily contribute to these groups? Are you
customers, and public communities?
accessing the “wisdom of the crowd?” Can
• Richness: Richness refers to the capability your collaborative environments operate
to effectively and efficiently foster the across the corporate firewall so outsiders can
development and communication of new join easily? How do you manage boundaries
ideas, concepts, and strategies to make of confidentiality? Continued
decisions and take actions. What is the
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