6 Pillars of Proving the Value of Enterprise Social - Collaboration Conference 2015

1. 6 Pillars of Proving the Business Value of
Social
Michelle Caldwell
Director of Collaboration
Avanade

2. Gold Sponsor
Silver Sponsors

3. #CollabCon
• Share your ideas and feedback on Twitter
• $250 Future Shop gift card for most #CollabCon mentions

4. Session Evaluations
• Go to Evaluations on the home page of www.collabcon.org
• It is important to get your feedback
• Please fill out evaluations for all the sessions you attend
• Following the conference, a random drawing from all completed
evaluations will be selected
• The winner will receive a $250 Future Shop gift card, valid
online or in store

5. DIRECTOR &
REGIONAL
LEAD
Michelle Caldwell
Mary.m.caldwell@avanade.com @shellecaldwell shellecaldwell.com

6. Agenda
• Identifying a business case for Enterprise Social
• Where to begin
• What can I do with communities
• Example Use Cases for Yammer
• Measuring Value
• Measuring Maturity

8. “Yammer has increased clarity of purpose and vision at ACT Conferencing. It has eliminated
unnecessary filters and given us a way to communicate.”
Mark Kelly — President & COO, ACT Conferencing
Social: A new way to do business

9. Value of Networks
• Technical networks almost as effective as in
person training
• Communities of Practice also valuable
APQC 2014 Study

10. If your organization is…
• Geo-distributed
• Chrono-distributed
• Large in size
• Rife with unbrowseable content
• In need of velocity
• Wishing to preserve context
• Favorable to crowd-sourcing
• Attracting/retaining millennials
You have a business case for Social.

11. Customer Success Story - Delphi

12. Why Enterprise Social Initiatives Fail
IT unaware of the level of
use of the social networks
until usage hits critical mass
and may know nothing about
the tools being used
According to Gartner 90% of Enterprise
Social initiatives fail because they follow the
worst practice approach of “provide and pray”

13. Defining Success – IT Depends
•Corporate Culture
•Use Cases Implemented or Targeted
•Tool Maturity and Usage
•Changes over time

14. Getting Started
Areas to focus on initially
• Speed up information sharing
• Expertise sharing

15. What Can I Do With Communities…
Ask questions
and find
answers faster
Save time by
sharing great
projects and
preventing
duplicate work
Meet
colleagues with
similar interests
and relevant
expertise
Share news and
announcements
with the people
who need to
know
Discuss major
decisions and
prepare for
change
Gather opinions
and ideas from
across the
company

16. Nationwide – Find Answers Faster

17. Coordinate work
for projects and
teams
Gain visibility
and insight on
what’s
happening, and
where
Introduce new
hires and get
them up to
speed quickly
Discover
valuable
information that
can help you get
more done
Stay connected
on-the-go with
Yammer mobile
apps
Build technical
expertise &
organic
knowledge
bases
What Can I Do With Communities…
continued

18. European Commission

19. Continuing Success Trajectory
• Support introduction of new products
• Formalize Innovation
• Improve knowledge transfer
• Enhance customer knowledge
• Enable more flexible product and service pricing
• Improve Customer retention
• Support establishment for customer communities
• Support for continuous improvement
• Flatten management hierarchy
Focus on
Specific Use
Cases:

20. Lexis Nexis – Employee Engagement

21. Reaping the Rewards
• Reduce level of hardware investment
• Reduce inventories on hand
• Reduce staff
• Reduce travel costs
• Reduce communication costs
• Less need for specialized staff
• Direct cost savings
Areas of
potential
payback

22. Customer Success Story – Reduce
Inventories

23. Measuring Value – Proving Success
• Number of Comments
• Number of blog posts
• Number of visits to blog posts
• Number of ratings
• Number of likes
• Number of images uploaded
• Top hashtags used in posts
• Dates and times of day of highest activity
Quantitative
Measures:
• Analyze the comments – what do they tell
us?
• Which posts have the most comments and
why? Highest ratings, most likes? Most
controversy? Who is commenting?
• What type of images/docs are uploaded?
How are they tagged? What is the business
context? How many?
• What are the top hashtags related to?
Qualitative:
+
*Dates and times of highest activity – analyze this to understand when to most
effectively engage your audience for the best results.

24. Aon
70,000+ colleagues
Started with 19,000 active users

25. Network Maturity and Business Value
As the network matures the blend of where you focus effort will change:
• Employee Connections
• Culture Initiatives
• Sharing Industry Articles &
News
• Replace Meetings
• Team & Department FAQs
• Employee Recognition
• Any business-related function
or task done more efficiently
• Co-creating content
• Sharing best practices & lessons
learned (communities)
Experimenting Evolving Established
Adapted from Yammer

26. A Starting Point in Measuring Maturity
Measure Experimenting With
New Tool
Evolving Use Across
Org
Established as a Way of
Working
Everywhere
Network Engagement
(in this category the
metrics are additive to
each stage)
Number of Active
Users* acceleration of
sign ups
Active User Growth
Identified Influencers
Total Network Activity
Level (posts +
comments + likes +
follows of all users in
last 30 days)
User Coverage Gaps
(interactive users by
sub-organization)
Topics/Groups/Commu
nications (in this
category the metrics
are additive to each
stage)
Core groups created by
motivated few
Active users creating
new structures
Virtual Town Halls show
leadership participation
External networks are
created for regular
customers/
partners/suppliers
Communities of
practice connect
difference parts of org
Structuring around
business processes as
well as intersections of
communities of
practice becomes more
prevalent
Active Users = >1 interaction in last 30 days Interaction = joining a group, posting, liking,
commenting or following

27. A Starting Point In Measuring
Maturity…continued
Measure Experimenting With
New Tool
Evolving Use Across
Org
Established as a Way of
Working
Everywhere
Place in Technology
Stack
New Tool Tool for conversations
The ‘which tool when’
discussion happens
“Tool” discussion
morphs into how to
improve flow of
communications/work
No email days regularly
occur
Social layer –
integrating and
bringing content to line
of business apps
Capture of Success
Stories
Have to solicit use
cases to demonstrate
value
Power users tag wins as
part of normal business
Every member
recognizes to tag wins
small or large
Wins occur regularly at
ESN is part of the way
business is done
Scoping Starting small, project
or team trying it out as
better way to get work
done
Springs up in multiple
teams/projects,
sporadic use across
business
units/functions
Connections across
units forming, looking
for reuse & duplicative
efforts/projects
Way things are done
internal service
providers model shifts
to use as key delivery
channel

28. ABB
Leader in Power &
Automation Technologies
150,000 employees globally
Over 50,000 using Yammer in
80 countries
Largest community is 2300
members in OPEX and
Product Management

29. Integrated approach to knowledge sharing
Bite size pieces, add individual solutions together
Great networks take a village
Group moderation – peer pressure is very effective
Custom solutions may be around for a long time
Communications to launch solutions very important
Success Factors

30. Find Scenarios that have a Compelling Business
Case
30
Safety &
Sustainability
Shareholder
Value
Production/
Volume & Cost
Agility
Workforce
Effectiveness
Productivity
Cost efficiency
People
Engagement
Employee
Pipeline
Value Levers
• Reduce time searching for information
• Reduce time re-inventing deliverables
• Increase time spent on higher value-added tasks
• Reduce travel costs
• Reduce time/cost to upgrade skills
• Reduce cost of knowledge drain when employees
leave
• Create employee communities that build
relationships
• Socialise business ideas and foster innovation to
drive business effectiveness
• Enable employee self service
• Become employee of choice with a collaborative
culture
• Reduce time and effort to find key information and
SMEs
• Help employees make better business decisions
• Reduce error rates and misinformation
• Become employee of choice with effective safety
culture
Value Realization
Objectives

31. Spectrum of Scenarios
Scenario 1
Scenario 2
Making
Meetings
Better
Support
New
Systems
Scenario 3
Source: ManyWorlds

32. Beginning Social Communities
Identify the Other (Informal) Leaders Willing to Go the Distance
Metric: Core group of key people who will support journey.
The Edges Define the Middle
Metric: Number and type of use cases expressed by different parts of the organization.
Engaged Users
Metric: Number of engaged users.
Track Serendipitous Success
Metric: Number and type of #esnwins.
Showcase a New Form of Collaboration to Management
Metric: Types and numbers of engagement activities.

33. 33

35. References
• Naomi Moneypenny’s Blog: http://naomimoneypenny.com/
• YouTube Yammer Channel:
https://www.youtube.com/user/YammerInc/videos

36. DIRECTOR &
REGIONAL
LEAD
Michelle Caldwell
Mary.m.caldwell@avanade.com @shellecaldwell shellecaldwell.com

37. Engage Users in Shared Spaces
www.StreamingItOutLoud.com – Free app for Yammer
Stream Yammer feeds for events, communications & communities

38. Appendix – Third Party Tools

39. Synxi.com – Expertise & Knowledge Discovery for
SharePoint 2010, 2013 & Yammer
Posts Most Relevant to You
Expertise (based on the post and relevant expertise levels
derived from users’ actual actions and interactions)
Contextualized Knowledge Discovery
(based on the context of the specific post and your interests)
synxi ®

40. Show the Value of Your Network!
Social insights for Yammer
With the broad use of enterprise social networks, community managers, group leaders and
business sponsors need a better way to understand where they’ve been, where they are and
where they’re going. Use tyGraph to surface metrics with meaning.

41. Social insights for Yammer

42. tyGraph Target Audience
Business Manager
• Prove the value of the
network
Community Manager
• Enhance user engagement
• Remove the noise and
amplify the signals
Group Manager
• Recognize contributors
• Engage “lurkers”

43. tyGraph Components
Data Harvester
• Connects to
your Yammer
Network
• Continuously
collects data
• Populates the
Data
Warehouse
Data Warehouse
• Structured
data
warehouse
constructed
using best
practices
• Extensible to
other data
sources (e.g.
AD, HRIS, etc)
Visualizations
• Data Model
• Graphical
Visualizations
• Delivered in
either Excel
format or a
Browser

44. Unique Insights Delivered by tyGraph
File Views by Person
File Downloads by Person
Picture Views by Person
Picture Downloads by Person
Number of Likes
Group
Activity
Threads Responded to by User not Mentioned
Percentage of Threads with No
Replies
Groups Dashboard
YamJam Dashboard
Top Contributors
Group
Management