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Lessons learnt from implementing enterprise social software at cisco
1.
Dr Colin R
Seward, IT Senior Director Communication & Collaboration IT March 2011 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
2.
Scale Speed
Web 2.0 Technologies Globalization Explosion of Content Empowered Service-oriented Employees Architecture Communication Consumer & Collaboration Virtualization Mobility Always On Green Business Technology © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
3.
Employee Demands
Enterprise Demands “I want Facebook for the Compliance Enterprise...” DR Strategies “Why can’t I get access Security to…” Operational Excellence “I’m going to do it whether QoS you support it or not...” Backup and Recovery © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
4.
© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 4
5.
Integrated Workforce Experience
Powered by Cisco Quad Connect Communicate Collaborate Learn the right people, more effectively and Internally and from all resources, and efficiently externally content at the right time Goal is to drive productivity, growth, and innovation © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
6.
People
Connect Learn My Communities View Information Collaborate Communicate © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
7.
Delivering productivity, growth
and innovation © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
8.
Finance
Manufacturing Utility Transportation Government © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
9.
© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 9
10.
Integrated Workforce Experience
Powered by Cisco Quad Cisco Video Enterprise Social Personalization & Applications & Communication & Software Relevancy Services Collaboration Cisco Cius Blogs Directory Search HR Systems Unified Communications CRM/ERP Wikis Forums Content Business Workforce Intelligence Data Flip Video Conferencing Workforce Services Instant ID Managemnt Policy MyCompensation Messaging Management MyBenefits Tagging My Approvals Enterprise Video Communities Result is a personalized, relevant workspace © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
11.
Mobility
IP Communications TelePresence Desktop Flip Devices Layer Collaboration Applications Layer Directory Communities Integrated Workforce Experience Portals Transformational /UI Layer (any device, anywhere, anytime) Web Services API Common Application Services Layer to transactional system Search Grouping Notification Content Exposure Collaboration Tagging (CRM, ERP) Data Access Policies Layer (entitlements, identity management, authentication) Web Services Layer Document RSS Video Wiki Blogs Forums Management Access Transactional SOA App Email Calendar Meetings IM Conferencing Directory Ciscopedia Tagging Data Aggregation Layer Web 2.0 Data Multiway Video Transactional Document HR Data Metadata repository System Data Repository Off-Prem Data On-Prem Data Network Services Cisco Network Layer Medianet Policies Security Tagging © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
12.
The Evolution of
the Integrated Workforce Experience Evolution of the Integrated Workforce Experience Integrated User Experience Video Communication & Enterprise Social Personalization & Applications & Collaboration Software Relevancy Services New Business Capabilities Integrated Workspaces FCLN i-Zone CDN Finance Internal Cisco Collaboration Innovation Developer & Leadership Site Network Network Ciscopedia Directory 3.0 WebEx/MP Hybrid Client New Cisco Workspaces Platform Building Blocks Technologies Video Unified Discussion Virtual Social RSS Wikis Blogs IM Sharing Communications Forums Meetings Bookmarking Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
13.
Micro-
Blogs, blogging wikis, forums Integrated Cisco Video Enterprise Social Applications & Personalization & Cisco UC and Communication & Software Services Relevancy Community Presence Collaboration team space Directory Enterprise Collaboration Personal Platform Dashboard HR Systems Search Directory TelePresence / ERP CRM Profile Unified People, Communications communities, Business information Blogs Intelligence Wikis Forums Content Workforce Video: Data Cisco Show Social Flip Conferencing and Share Workforce Services Tagging Video ID MyCompensation Management Policy Management MyBenefits Applications Instant and Services Content MessagingTagging Communities My Approvals Enterprise Video Management Click to call, Advanced IM, meet, Search email © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
14.
People
Click to call, chat or meet Rich Presence Information Darrin’s interests Integration to and communities Blog Platform are easily accessible Videos and content that Darrin authored or recommends © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
15.
Information
Integration with Directory to Integration show Experts with Tagging and Ratings Integration with related Integration Communities with Show and Share Integration with relevant blogs and discussion forums © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
16.
People
Work Life Interest • Job Role • Business Work • IWE for Women Groups • Organization, • Team Cisco Volleyball Department • Enterprise Council • Cisco Cancer • Customer, Partner, • Product,Service Products, Service Product, Service Survivors Account • Project, Program • Support • Executive Metrics Open Restricted Private © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
17.
Communities
Communities: Access Relevant Information and Applications Key Tenets 1 Headline News 1. 2 Architectural Plays 2. 1 3 Sales “Care Abouts”: 3. - My Bookings 2 - My Pipeline - My Notifications 3 - My Commissions - My Opportunities 3 3 3 3 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
18.
Communities
Communities: Access Relevant Information and Applications Key Tenets 1 1 1. Key Topics 2 2. Discussion Forum 3 3. Common Engineering Tools 3 2 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
19.
Communities
Communities: Access Relevant Information and Applications 1 Key Tenets 3 1 Executive Dashboards Bookings 1 Market Share Channels 2 Customer Experience Councils and Boards 3 Communication & Collaboration Competitive Positioning 2 Business Updates 3 Competitive and Market Updates © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
20.
Communities
Integrated Workforce Experience Communities: Access Relevant Information and Applications Key Tenets 1 Topics • Mentoring • Career development 1 3 • Work-life integration • Networking Consolidated view of 2 all global WAN communities Easy access to 3 social networking technologies Professional 4 development links Fun Facts - 8 different functional groups 4 - 7 different countries 2 - Content in many different languages © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
21.
My View
My View: Work Your Way. Integrated contact Integration lists with across all Communities spaces and Projects Central Integrated view for with customized Exchange Cisco news for mail, tasks, and calendar © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
22.
iPad
iPhone Cius © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22
23.
© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 23
24.
Integration and Interoperability
Cisco TelePresence WebEx Video Meetings Cisco Unified Video Conferencing Many to Many Cisco Show and Share Digital Media Signage Cisco TV Broadcast 1 to Many Cisco Unified Video Advantage WebEx Connect Video Cisco Unified IP Phones 1 to 1 Cisco Video Ready Network © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24
25.
Product Demonstrations
Executive Messaging Learning & Tutorials Company Meetings HR Training Meeting Recordings Community Involvement © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
26.
(Process & Data
Management, Operations/Optimization Metrics) VIDEO VIDEO VIDEO SHARING CONFERENCING STREAMING SERVICE & OPERATIONS Support Strategy/Model, Case Management, Proactive Monitoring, Upgrade & Release Management, Training (Value/Cost, Use Cases) BUSINESS VALUE DEPLOYMENT Facilities, Governance & Communication, Provisioning, METRICS Logistics & Installation SECURITY Network Security, Information Security, Access Control STORAGE Physical Storage Management, Digital Asset Management, Records Management NETWORK & CAPACITY MANAGEMENT Bandwidth Management, Call Management, Network Monitoring, Content Delivery/Distribution ARCHITECTURE Network, Infrastructure, Data Center © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
27.
© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 27
28.
Quad Video Technology Unified Communications TelePresence Instant Messaging Access to transformational systems Security Process Culture Scalable, integrated Leadership processes Change management Services framework Governance Business value Transforming how we work © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
29.
The C&C cross-functional
board drives innovation and success in communication and collaboration at Cisco Co- chair Co-chair Jim Grubb Sheila Jordan Corp. Comms IT Mala Anand Tricia Baker Murali Sitaram Mike Metz Harbrinder Angela Stark Jodi Krause Kevin Harrington Amy Kwan Services Engineering Engineering Marketing Kang Corp Comm Corp Positioning CVCM Finance Corp Comm Don McLaughlin Rick Hutley Marisa Lance Perry Van Dang Christine Castle Shanthi Iyer Andy Starr Chris Treille HR IBSG Chancellor IT Legal Sales Sales/IT WebEx WW Channels IT © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
30.
Blogs
Discussion Message Documents Posts 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Functional Groups © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
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© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 31
32.
Conferencing
Wikis 72k users 594k pages 549m mins per Q 432k edits per Q 24% growth Y/Y 18% growth Y/Y Video TelePresence 15k videos 1,111 units 324k views per Q Growth in 87k meetings per Q 129% growth Y/Y IWE Collaboration Services is 28% growth Y/Y 303 Communities Exploding! 1.8m hits per Q 165% growth Y/Y Forums Instant messaging 6k threads 144k users 19k messages per Q 20m IM chats per Q 7% growth Y/Y 56% growth Y/Y Directory 3.0 32k Expertise profiles 13.2m searches per Q 12% growth Y/Y Presentation_ID © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32
33.
Accelerate R&D
Innovation Create new business models Generate ideas CEO care-abouts Extend global reach Growth Drive revenue Cultivate new markets Accelerate sales cycle Operational efficiencies Productivity Faster decision making Reduce costs Leverage and reuse © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
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In FY’09, Cisco
Achieved $1.052B in Net Benefits from Web 2.0 Collaboration Solutions, up from $691M in FY’08 Connected Workspace $11.5M Innovation Mac Wiki $ 5.5M C-Vision and Video Blogs $11.1M Expertise Locator (SOAR) $108.6M Growth Sales Productivity (NEW) $ 15.4M Remote Collaboration (TP/WebEx/UC) $601.3M Productivity Telecommuting $298.7M Total: $1.052B © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
35.
© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 35
36.
Sustainable Business Value
6 Deliver workforce services that surprise and delight 5 Create integrated technology roadmap 4 Identify business opportunities or pain points 3 Assemble accountable cross-functional leadership team 2 Develop enterprise architecture approach 1 Develop and share the vision Change Management Governance Communicate…Communicate…Communicate…Communicate Metrics © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
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© 2011 Cisco
and/or its affiliates. All rights reserved. Cisco Confidential 37
38.
Thank you. © 2011
Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
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