IBM Adoption Framework – How Everyone Else is Knocking it out of the Park
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There are many organizations who just do it right. They know the secrets and best practices of successful Connections Adoption. In this session we share IBM’s Framework which is ripped from the success stories of our customers and what we know works.
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IBM Adoption Framework – How Everyone Else is Knocking it out of the Park
- 1. Toronto, June 6-7 2016 IBM Adoption Framework How Everyone Else is Knocking it out of the Park Heath McCarthy IBM WW Social Architect Leader
- 3. Vision Strategy Planning Design Empower Enhance DEFINE VALUE DESIGN EXPERIENCES LAUNCH IBM Social Adoption Framework
- 5. IBM Social Adoption Framework The WHY Define Value Why is Social relevant to us? Where do we start? How do we leverage this technology for business? How can I take on our various needs in a prioritized way?
- 6. IBM Social Adoption Framework The WHY Define Value Why is Social relevant to us? Where do we start? How do we leverage this technology for business? How can I take on our various needs in a prioritized way? Vision Strategy Vision focuses on the WHY. Different organizations have different needs. Your business value can be organizational or targeted to a specific population. Without a purpose the organization will flounder in achieving the value and outcomes
- 7. What do you want Social to do for you?
- 8. CEMEX Vision = Innovation via Social Business
- 9. IBM Social Adoption Framework The WHY Define Value Why is Social relevant to us? Where do we start? How do we leverage this technology for business? How can I take on our various needs in a prioritized way? Vision Strategy Vision focuses on the WHY. Different organizations have different needs. Your business value can be organizational or targeted to a specific population. Without a purpose the organization will flounder in achieving the value and outcomes Your Social Strategy defines the high-level approaches you will take to realize your vision. It’s a business framework on how to achieve your business outcomes and value. Your Strategy aligns your business drivers with the technical strategies to create a Roadmap
- 10. Strategies for Success View of Adoption Maturity Tool Focus Innovation Focus “I have a blog in Sharepoint, therefore we are social” “We are attracting and maintaining talent thru social engagement” “Digital IBMer” Lead Out Loud & Work Out Loud “Our Competitive Advantage is our Expertise powered by Social” • Bosh • TD Bank • Cemex • IBM • Microsoft
- 11. 11 Strategies for Success Organizational Transformation
- 12. Strategies for Success Impacting Lines of Business
- 13. Strategies for Success Supporting Business Processes
- 14. 14 An Integrated Collaborative Solution
- 15. 15 Strategies for Success Good Practices based on Experience
- 17. IBM Social Adoption Framework Turn Business Strategy into User Action Design Experience How do we do this? How do we help actual users gain the benefits we want them to? What are the best practices for running a program like this? How do we connect our business goals to things that matter and motivate the employee, customer, or partner?
- 18. IBM Social Adoption Framework Turn Business Strategy into User Action Planning is about how to leverage experiences from IBM and our customers Making best practices your practices to implement the business solution (including technology) Prepare and execute the project that on-boards the business into the right solution Design Experience How do we do this? How do we help actual users gain the benefits we want them to? What are the best practices for running a program like this? How do we connect our business goals to things that matter and motivate the employee, customer, or partner? Planning
- 19. Executive Sponsors Digital Council Digital Program Office Functional / LOB Execution Risk Management Metrics & Measurement Standards • Defines strategic linkage of SB • Central governing body • Coordinates cross-organizational / community decisions • Ensures execution of SB Strategy • Facilitates coordination across organization / communities • LOB / Functional / Community representation on Program Office • Strategy execution • Community management • Content management • Define & manage Social Computing Guidelines • Manage Risk recovery plan • Proactively establish reputation • Define & measure SB metrics and supporting analytics • Define & measure SB ROI • Define core processes • Define core architecture Planning for Social Success Have a Program Office
- 20. Communicate acceptable behaviors. Decide where to store knowledge Set the standards Define complaint procedures Decide on Retention of Data Policy Document content (privacy, confidential) policy Planning for Social Success Align with Corporate Policies
- 21. Planning for Social Success Meaningful Engagement
- 22. IBM Social Adoption Framework Turn Business Strategy into User Action Planning is about how to leverage experiences from IBM and our customers Making best practices your practices to implement the business solution (including technology) Prepare and execute the project that on-boards the business into the right solution Design is about how the “use case” is defined. Its about how the to-be processes impact the business based on what the user needs. Business user centric priorities drive the technological how – the actual experience of real users Design Experience How do we do this? How do we help actual users gain the benefits we want them to? What are the best practices for running a program like this? How do we connect our business goals to things that matter and motivate the employee, customer, or partner? Planning Design
- 23. • Business Owners • Business Users • Stakeholders Focus on Business Process Participants • Associates • Customers • Sellers/Advisors Focus on Populations/Types of Users • Incremental exposure to valuable tools • Collaborative Processes that are broadly needed Focus on All Employees Strategies for Success Targeted Business Populations
- 24. Use Case • Real people interacting together on a business purpose • Define process flow and experiences • Meet needs of actual users • Work with Use Case Champions Prototype • Validate needs of real business users (and the Champion) • Playback use case • Demonstrate realization of value Configuration • IT changes that need to be made on- premise or within Connections Cloud • Customizations of UX • Client and Mobile access requirements IBM Social Adoption Framework Designing Social User Experiences
- 25. Building an intelligent network based on trust via The Highly Connected Organization 25 300,000 Associates, +260 plants worldwide, 127 year history Running Business Processes Executive Talent Management Drive Excellence via Harvesting/Spread ing Best Practices
- 26. An approach for leaders to guide their users to achieve outcomes An approach for project teams to define experiences based on needs of members An approach to transform companies into becoming customer-centered IBM Design Thinking A framework for collaboration that helps us create innovative experiences with real market value. EvaluateExplore PrototypeUnderstand
- 27. 3 LAUNCH Empower Enhance
- 28. IBM Social Adoption Framework Social in Practice Launch How do we help the users get started? Do we have the right software configured the right ways? Have we integrated and deployed the right experiences? Do we need mobile? How do I run my project/process in this new way?
- 29. IBM Social Adoption Framework Social in Practice Empower is about creating the right guidance to help the business (and business users, sponsors, owners) Focus on outcomes via the designed to-be process Drive awareness and communicate what’s going on Launch How do we help the users get started? Do we have the right software configured the right ways? Have we integrated and deployed the right experiences? Do we need mobile? How do I run my project/process in this new way? Empower
- 30. Awareness and Communications Social in Practice
- 31. User Activation Camps 31 Community Owner Success User Training, Labs, or custom demos of use cases Various Workshops geared to enable business users and key business sponsors. Customer Benefit Helps Guide Business Users Customer Sponsor Business (Use Case) Owner Workshop Attendees Business Users Duration Depending on the needs for hands-on Outcomes Users empowered to drive value 2Design & build 3Manage 1Start with the why
- 32. Show the user what matters to them 32
- 33. IBM Social Adoption Toolkit Empowering User’s Social Foundation IBM Connections Touchpoint
- 34. IBM Social Adoption Framework Social in Practice Empower is about creating the right guidance to help the business (and business users, sponsors, owners) Focus on outcomes via the designed to-be process Drive awareness and communicate what’s going on Enhance is focused on how to accelerate user success Adoption is iterative and you beginning an agile journey Customization, additions, adjustments to your strategy and the technology Launch How do we help the users get started? Do we have the right software configured the right ways? Have we integrated and deployed the right experiences? Do we need mobile? How do I run my project/process in this new way? Empower Enhance
- 35. IBM Social Adoption Framework Enhancing the Social Experience Accelerate Employee Adoption IBM Connections Touchpoint IBM Connections Social Sidebar IBM Connections Invite IBM Connections Direct Messaging User Adoption Toolkit Collaboration Services for TIMETOACT Tap into Expertise IBM Expertise Locator IBM Connections Social Q&A IBM Social Engagement Dashboard Manage Content IBM Content Migration Factory Expand Social Innovation IBM Connections Crowdsourcing Collaboration Services for HYPE Innovation Collaboration Services for ProjExec Collaboration Services for Kaltura
- 36. Social As Continuous Delivery New Users; New Capabilities
- 38. IBM Social Adoption FrameworkDEFINE VALUE DESIGN EXPEREINCE LAUNCH
Hinweis der Redaktion
- Welcome
- Firstly – treating data as the new natural resource Data is the world’s great new natural resource. What steam power was to the 18th century….. Electromagnetism to the 19th….. Fossil fuels to the 20th….. Data will be to the 21st century Think back to these personalised experiences consumers are saying they want – how do we power those and enable it through data, and insight around an individual and their behaviours - IBM Research, one of largest privately owned R&D organisations in the world. We spend about $6bn a year on Research – scientists, physcologists, mathematicians etc. Last Spring, we created with Research, the Client Experience Lab… the formal fusion of Research and business consulting… to innovate the next generation of digital experiences In one approach … we’re using… not just ordinary old business analytics… but psycholinguistic analytics to reveal a full picture and deep understanding of individuals.. To be able to detect life events that are taking place with an individual – moving house, getting married, bought a dog, starting a new job – based on information they publically share on social networks. Melding that knowledge with what we know about a customer to start to market to them and service them in a very personalised way – sensing… listening… and responding. Based on intent Also with this solution, to be able to understand the personality profile of an individual based on the facebook posts, twitter posts that individual makes – what type of person are they…. Extrovert… open to new ideas… highly neurotic etc… again, allows us to start to match language we use in how we describe products and how we market to them in a similar way to build a tighter emotional connection to the individual. About 7 years of research into this, based on physcological models such as NEO model One banking client we are working with are pilot this on matching customers and agents in an IVR queue based on similar personalities to improve the experience they have in the dialogue – similar likeminder person Or for another banking client…that’s the ability to tailor each loan to the individuals based on … - Mining the tweets of more than 100 million people. - Combining it with enterprise customer data to create in-depth personal profiles on more than 300,000 people - Identifying those intrinsic traits that uniquely identify you and me. Not just predict the future based on their past actions… but get at the root of what’s driving them – their psychological profile.
- Planning is about how to leverage experiences from IBM and our customers (best practices) to implement the business solution (including technology) Design is about how the “use case” is defined. Its about how the to-be process (which could be based on a pattern, or simply a collaborative process) impacts the business based on what the user needs. The design is business user centric but includes the technological how (does it use Connections, what parts of connections, is it embedded in the business context or integrated into other tools, is it available on mobile, etc) Empower is about creating the right guidance to help the business (and business users, sponsors, owners) achieve the outcome via the designed to-be process. It could be a little deploying an app or sending out a URL. It could be a video or the Adoption Toolkit to enable the user to understand how to use the technology. It could be web or classroom training. Enhance is focused on how to accelerate the user success throught addional tools or apps or access points. It is not just about technology but also is an opportunity to enhance the entire approach (vision, plan, design, etc) based on new things learned, new priorities, or additional business needs. The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- Planning is about how to leverage experiences from IBM and our customers (best practices) to implement the business solution (including technology) Design is about how the “use case” is defined. Its about how the to-be process (which could be based on a pattern, or simply a collaborative process) impacts the business based on what the user needs. The design is business user centric but includes the technological how (does it use Connections, what parts of connections, is it embedded in the business context or integrated into other tools, is it available on mobile, etc) Empower is about creating the right guidance to help the business (and business users, sponsors, owners) achieve the outcome via the designed to-be process. It could be a little deploying an app or sending out a URL. It could be a video or the Adoption Toolkit to enable the user to understand how to use the technology. It could be web or classroom training. Enhance is focused on how to accelerate the user success throught addional tools or apps or access points. It is not just about technology but also is an opportunity to enhance the entire approach (vision, plan, design, etc) based on new things learned, new priorities, or additional business needs. The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- Planning is about how to leverage experiences from IBM and our customers (best practices) to implement the business solution (including technology) Design is about how the “use case” is defined. Its about how the to-be process (which could be based on a pattern, or simply a collaborative process) impacts the business based on what the user needs. The design is business user centric but includes the technological how (does it use Connections, what parts of connections, is it embedded in the business context or integrated into other tools, is it available on mobile, etc) Empower is about creating the right guidance to help the business (and business users, sponsors, owners) achieve the outcome via the designed to-be process. It could be a little deploying an app or sending out a URL. It could be a video or the Adoption Toolkit to enable the user to understand how to use the technology. It could be web or classroom training. Enhance is focused on how to accelerate the user success throught addional tools or apps or access points. It is not just about technology but also is an opportunity to enhance the entire approach (vision, plan, design, etc) based on new things learned, new priorities, or additional business needs. The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- Businesses use social capabilities for business outcomes. Social software enables business users to leverage social capabilities to: Support initiatives that are important to the organize. Initiatives are top down, sometimes organization-wide directives that require participation of many people and various roles. Social capabilities help the people support and achieve the goals of the initiative. Social capabilities are themselves services available to all employees and often take on the characteristics of the software that enables them. For example, social collaboration is enabled by email, teamsites, libraries and enterprise file sharing. Many business processes in the organization can be impacted by the use of social capabilities whereby social software enablers are integrated into or extend the toolset currently in place to facilitate the process New social business processes have emerged whereby value comes from using new technologies in novel ways to support social capabilities Agility, Resilience, Efficiency, Effectiveness Innovation, Engagement
- Offer the Best Practices Clinic
- Firstly – treating data as the new natural resource Data is the world’s great new natural resource. What steam power was to the 18th century….. Electromagnetism to the 19th….. Fossil fuels to the 20th….. Data will be to the 21st century Think back to these personalised experiences consumers are saying they want – how do we power those and enable it through data, and insight around an individual and their behaviours - IBM Research, one of largest privately owned R&D organisations in the world. We spend about $6bn a year on Research – scientists, physcologists, mathematicians etc. Last Spring, we created with Research, the Client Experience Lab… the formal fusion of Research and business consulting… to innovate the next generation of digital experiences In one approach … we’re using… not just ordinary old business analytics… but psycholinguistic analytics to reveal a full picture and deep understanding of individuals.. To be able to detect life events that are taking place with an individual – moving house, getting married, bought a dog, starting a new job – based on information they publically share on social networks. Melding that knowledge with what we know about a customer to start to market to them and service them in a very personalised way – sensing… listening… and responding. Based on intent Also with this solution, to be able to understand the personality profile of an individual based on the facebook posts, twitter posts that individual makes – what type of person are they…. Extrovert… open to new ideas… highly neurotic etc… again, allows us to start to match language we use in how we describe products and how we market to them in a similar way to build a tighter emotional connection to the individual. About 7 years of research into this, based on physcological models such as NEO model One banking client we are working with are pilot this on matching customers and agents in an IVR queue based on similar personalities to improve the experience they have in the dialogue – similar likeminder person Or for another banking client…that’s the ability to tailor each loan to the individuals based on … - Mining the tweets of more than 100 million people. - Combining it with enterprise customer data to create in-depth personal profiles on more than 300,000 people - Identifying those intrinsic traits that uniquely identify you and me. Not just predict the future based on their past actions… but get at the root of what’s driving them – their psychological profile.
- Empower is about creating the right guidance to help the business (and business users, sponsors, owners) achieve the outcome via the designed to-be process. It could be a little deploying an app or sending out a URL. It could be a video or the Adoption Toolkit to enable the user to understand how to use the technology. It could be web or classroom training. Enhance is focused on how to accelerate the user success throught addional tools or apps or access points. It is not just about technology but also is an opportunity to enhance the entire approach (vision, plan, design, etc) based on new things learned, new priorities, or additional business needs. The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- Empower is about creating the right guidance to help the business (and business users, sponsors, owners) achieve the outcome via the designed to-be process. It could be a little deploying an app or sending out a URL. It could be a video or the Adoption Toolkit to enable the user to understand how to use the technology. It could be web or classroom training. Enhance is focused on how to accelerate the user success throught addional tools or apps or access points. It is not just about technology but also is an opportunity to enhance the entire approach (vision, plan, design, etc) based on new things learned, new priorities, or additional business needs. The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- IBM Confidential
- Empower is about creating the right guidance to help the business (and business users, sponsors, owners) achieve the outcome via the designed to-be process. It could be a little deploying an app or sending out a URL. It could be a video or the Adoption Toolkit to enable the user to understand how to use the technology. It could be web or classroom training. Enhance is focused on how to accelerate the user success throught addional tools or apps or access points. It is not just about technology but also is an opportunity to enhance the entire approach (vision, plan, design, etc) based on new things learned, new priorities, or additional business needs. The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- Firstly – treating data as the new natural resource Data is the world’s great new natural resource. What steam power was to the 18th century….. Electromagnetism to the 19th….. Fossil fuels to the 20th….. Data will be to the 21st century Think back to these personalised experiences consumers are saying they want – how do we power those and enable it through data, and insight around an individual and their behaviours - IBM Research, one of largest privately owned R&D organisations in the world. We spend about $6bn a year on Research – scientists, physcologists, mathematicians etc. Last Spring, we created with Research, the Client Experience Lab… the formal fusion of Research and business consulting… to innovate the next generation of digital experiences In one approach … we’re using… not just ordinary old business analytics… but psycholinguistic analytics to reveal a full picture and deep understanding of individuals.. To be able to detect life events that are taking place with an individual – moving house, getting married, bought a dog, starting a new job – based on information they publically share on social networks. Melding that knowledge with what we know about a customer to start to market to them and service them in a very personalised way – sensing… listening… and responding. Based on intent Also with this solution, to be able to understand the personality profile of an individual based on the facebook posts, twitter posts that individual makes – what type of person are they…. Extrovert… open to new ideas… highly neurotic etc… again, allows us to start to match language we use in how we describe products and how we market to them in a similar way to build a tighter emotional connection to the individual. About 7 years of research into this, based on physcological models such as NEO model One banking client we are working with are pilot this on matching customers and agents in an IVR queue based on similar personalities to improve the experience they have in the dialogue – similar likeminder person Or for another banking client…that’s the ability to tailor each loan to the individuals based on … - Mining the tweets of more than 100 million people. - Combining it with enterprise customer data to create in-depth personal profiles on more than 300,000 people - Identifying those intrinsic traits that uniquely identify you and me. Not just predict the future based on their past actions… but get at the root of what’s driving them – their psychological profile.
- The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”
- There are primarily two Types of Enablement 1) Business and Business Process Owners Helping business sponsors, process owners and community/team leaders Focuses on best practices of running Communities and Teams in Connections Can be very specific to how to manage a Community or focus on how to lead a team or business process 2) Process participants/users and (team) members Showing users how to specifically use social/digital experiences (on prem or cloud) New Way to Work How to Team Understand their role in a process These workshops can also bring collaborative “use cases” to the customer for consideration
- The entire Framework/Model can be applied to the smallest customer with the tiniest of needs (100 user project team community in the cloud) or line of business or organizational transformation and all of the things between. [see slide called: Driving Organizational Success - View of Adoption Maturity”