Evaluating the Success of an IBM Collaboration and Social Networking project

Chris Sparshott 25/9/08

What is the business value of collaboration and social networking?

That is a difficult question.

…or is it?

Before Production

What is the business value of a telephone?

Should we monitor the number of calls?

Reduction in other media forms e.g. less physical mail

How does the telephone help the process that the employee is executing?

Business process approach I

Go back to workshop attendees with a survey that asks them to make estimates about the critical tasks they perform. (Base line)

Implement Collaboration and Social Networking Tools

Go back to workshop attendees in 6 month intervals with a survey that asks them to make estimates about the critical tasks they perform and see how the results compare

Identify critical business processes that impact SLA’s and target the teams which support those processes. (heavy knowledge workers are best)

Use surveying and analysis to design new work practise for those teams / individuals. (Knowledge Management)

Monitor and report results monthly

May need additional reporting tools / facilities

Business process approach II

Can not assume viral growth will occur from the outset.

Usage may stabilise amongst early adopters and those desperate for change (Gen Y).

Universal adoption may need a “push” reference BlueIQ.

May need to prescribe some behaviours to ensure uptake and benefit to the business

After Production

Did the project succeed over time?

Introducing Return On Contribution

Return on Contribution (ROC) = Benefit

Cost

Return On Contribution is a ratio of benefit divided by cost

*No direct monetary costs the metric is therefore based on people

*Assume employees make appropriate and strategic use of available collaborative resources

Return on Contribution (ROC) =

Number of people who benefit from a resource

Number of people who create or contribute to that resource

An example: Dogear (Social Bookmarking within Lotus Connections)

2.59Return on Contribution(Consumers)

4213Bookmark -Originators10896ConsumersSocial-BookmarkingMeasure

Return on Contribution (ROC) = = = 2.5910896

4213

Consumers

Originators

* Some consumers may also be originators

What does the number 2.59 mean?

Bookmark-originator bookmarks a resource

2.59 consumers benefit from the work of each bookmark-originator

ROC can help us understand the impact of these tools on employee participation and the organisations culture change

Metrics can support the success of the tools within the business.

Next?

Chris Sparshott(Sparkbouy)chris@chrissparshott.com

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IBMchris_sparshott@nz.ibm.com

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