Enterprise social governance:who owns what and why

Caroline Dangson

Collaboration Strategist

“Despite significant and ongoing investment in

enterprise social technologies, their roughly

seven-year lifespan within enterprises has

yielded a maximum of 12 percent adoption

within the overall workforce.”

Forrester Research, 2011

Lack of leadership poses a challenge

Source: Miles, Doug. Social Business Systems – success factors for Enterprise 2.0 applications. AIIM, August 2011. n=403

Governance is taking command, not control

Governance is guidance

What areas need to be governed?

People

Processes

Technology

Data

IT governs tools, not people

Business governs people, not tools

What needs to be governed and by whom?

Areas Tasks Owners

People Employee activation, incentives, usage and behaviors

Business leads, HR

Processes Activity management, monitoring, moderation and reporting, promotion, content curation, guidelines, training, integrated workflows

Business leads, Corporate Communications, HR, Legal

Technology Access, development, infrastructure, installation, maintenance, monitoring, support, security, scalability

IT

Data Content management, monitoring and storage

Business leads, Knowledge management, Legal, IT, Risk and Compliance

What are the key roles and responsibilities?Role Description Responsibilities

Collaboration strategist

Senior manager from Corporate Communications or a strategic planning group

Responsible for developing collaboration strategy, gathering input and feedback from end-users, developing use cases, measuring and reporting progress on achieving objectives

Collaboration specialists

Mid-level project managers from business and IT

Coordinates and gathers necessary resources, Monitors conversations, Responsible for fixing and escalation problems internally

Technical infrastructure lead

Senior-level software engineer in IT who is responsible for the platform

Designs and recommends robust and scalable architecture, Designs infrastructure to support system integration, Develops security strategy, Designs data retention and archive processes, Recommends monitoring and reporting practices, Designs environment to support secure mobile access, Guides development and customizations

System administrator

Mid-level IT project manager who can configure and update the platform to manage user access, roles, privileges and licenses

Installs tibbr and conducts upgrades, Supports initial set up of licenses, tibbr roles and permissions, Helps define administrative privileges, Ongoing monitoring of scheduled jobs and database connections, Responsible for rebooting servers

What are the key roles and responsibilities?Role Description Responsibilities

Executive champion

Senior executive sponsor

Accountable for the success of collaboration initiative, budget and resource allocation, promotion among business

Business champions

Senior project managers from business and IT

Responsible for success within line of business, Help define business requirements,

Team-level champions

Mid-level business managers who represent local end users

Leads by example in using tibbr, Promote the use of tibbr with peers, Offer training and support to peers

What are the key roles and responsibilities?Role Description Responsibilities

HR Lead Senior manager from HR

Advises on employee usage guidelines and training program

Legal lead Senior manager from Legal

Advises on employee use policy (Terms and Conditions)

Risk and Compliance Lead

Senior manager from Risk/Compliance

Advises on data retention and archiving strategies

Help Desk IT Responsible for resolving issues reported by end users

Collaboration Committee

cross-functional team of people from various disciplines who share responsibility for governing

Establish corporate vision and collaboration strategy Develop employee policies and guidelines for participation Centralize resources for training and support Share learnings and best practices Promote internally

Social enterprise redefinedwww.tibbr.com