© IGLOO Inc. 2010. All rights reserved.

It Pays to Allow Your Workers to SocializeIn the 21st Century, Business Efficiencies are Achieved Through Social Activity

Rob Koplowitz, ForresterDan Latendre, IGLOO SoftwareGrant Sojnocki, Arrow Enterprise

March 30, 2010

Webinar Agenda

Forrester Market Analysis– Rob Koplowitz, Principal Analyst, Forrester

Business Value of Social Software– Dan Latendre, CEO IGLOO Software

Case Study – Arrow Electronics– Grant Sojnocki, Business Development, Arrow ECS

Q & A– Please enter your questions in the chat window at anytime during the

session

– Questions will be answered at the end of the session

Our Presenters

Rob KoplowitzPrincipal Analyst, Forrester

Rob serves Information & Knowledge Management professionals. He leads Forrester's research in the areas of

how basic content management, instant messaging, blogs, and wikis relate to enterprise usage and the

emerging trend of using Microsoft Office as a front end for line-of-business information and processes.

Dan LatendreCEO, IGLOO Software

Dan has been a technology innovator for the past 20 years working with such pioneering companies as MKS,

Delrina and Open Text Corporation. He has played significant roles in the development and marketing of

numerous leading edge internet-based technologies and applications.

Grant Sojnocki

Business Development, Arrow Enterprise

Grant has many years of experience in information technology sales, sales management, channel management

and strategy. As marketing & business development manager for Arrow Enterprise Computing Solutions

(ECS) Canada, Grant Sojnocki oversees marketing for the IBM Group and leads new business

development for Arrow ECS' Canadian business.

Forrester – Collaboration and Social Driving Competitive Advantage

Rob KoplowitzPrincipal Analyst. Forrester

Organizations are investing in collaboration and social to

drive competitive differentiation. The landscape of options is rich. Invest with

an eye toward driving business value.

Tapping the power of the knowledge worker

Structured human activities &system-intensive

processes Ad hoc, messy, chaotic human activities

Tapping the power of the knowledge worker

Collaboration will get even hotter in 2010

Base: 1007 IT decision-makers

Source: 2009 Enterprise Software Survey

Increase deployment and use of collaboration technologies

Social will play a major role in knowledge continuity

Disparate Systems

Operations in Europe

Your company

Email, IM

English

IM, Email, other collaboration

Customer support in Asia

Your partners, suppliers

Workspaces, Social networking

German, Mandarin

Cross-Geography

Cross- Organization

Generational Communications

Multiple Languages

World’s best worker works for you

World’s best worker leaves for competition

Employee Turnover

Knowledge Continuity

ERP, CRM, other LOB apps

What’s driving Web 2.0 investments?

For which of the following activities is your firm currently using Web 2.0 tools and technologies? (Select all that apply)

Base: 603 North American and European IT decision-makers

Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009

Enterprise 2.0 Vendors will differentiate in 2010

Expect greater specialization and domain expertise

Drive Efficiency

A game plan to consider

Understand the changing competitive dynamics and harness them

Focus on knowledge worker efficiency

Reach beyond IT as you plan your strategy to move forward

Don’t throw tools at the opportunity; look to solve business problems

Leading this effort will drive IT relevance to the business bottom line

Question for the Audience

How important is it to increase your company’s investment and use of social networking to accompany your existing collaboration solution?

a) Very important

b) Important

c) Somewhat important

d) Not at all Important

e) We do not have a collaboration solution

f) We have just begun to investigate collaboration & social networking solutions together

IGLOO Software – Finding the Business Value in Social Software

Dan LatendreCEO, IGLOO Software

Some Context - Web 2.0 Phase…

In a phase the experts call web 2.0

Made popular by consumer tools like Facebook, LinkedIn and Twitter

Free, easy to use tools that allow us to collaborate, network and share like never before

Web 2.0

Business is both a personal and social activity...

Companies don’t build products, do deals or make service calls...

...People do!

17

A New Business Paradigm

Not a NEW Concept…

Business Social Networking (BSN) has been around for over 100 years

– “Face to Face” meetings, conference calls, water cooler conversations are all early forms of CSN

Email now takes on average over 20% of a knowledge workers day.

Leading Analyst Group

Beware - Not the Same…

Consumer Social Software

FUN FREE YOU SELF REGULATED

BusinessSocial Software

WORK ACTIVITIES BUDGET COMPANY CORPORATE

COMPLIANCE

IGLOO SOFTWARE

Focus– Inside the organization

Audience– Employees

Business Value– Improving productivity, agility

and innovation with a more connected & knowledgeable workforce

How?– Creating “team driven”

corporate social networks that connect employees to the people, information and processes they need in order to get their jobs done effectively and efficiently

Focus– Outside the organization

Audience– Customers, partners,

suppliers, members and alumni

Business Value– Getting closer to your markets

to increase responsiveness to changing conditions

How?– Extending social networking

beyond the corporate firewall to connect with your partners, customers and suppliers to create deeper, stronger & more trusted relationships

Why Should We Care?

If HP knew, what HP

knows, we would be

300% more

productive. Lou Platt

Former CEO, HP

PEOPLE

ACTIVITIES

INFORMATION

Workplace: Benefits of Social Software

Connecting your dispersed employees & teams to improve productivity

– Departments, Lines of Business, Geographies, Company-wide

1.Learning & Collaboration– On average, 70% of learning occurs informally– Real-time, continuous, on-the-job training and

knowledge-sharing for your workforce– Eliminate redundancy - projects and tasks

2.Talent & Expertise Location– Finding and connecting with top talent across the

organization is critical for organizations to effectively and efficiently respond to daily workplace initiatives

3.Leadership Development– Creating an environment for bottom up innovation – Motivating leaders to become enablers, not

gatekeepers– Involving employees in the enterprise strategy and

collaborative decision-making, as well as supporting innovation and idea generation

PEOPLE

ACTIVITIES

INFORMATION

Marketplace: Benefits of Social Software

Building your brand & reputation management– Across all of your key external stakeholder groups

including prospects, customers, partners, suppliers and influencers

1.Market Responsiveness– Social organizations are closer to their markets, act

faster, and acquire the valuable survival skill of learning to swerve when market conditions change

2.Recruit & Hire Top Talent – Use the power of social networks and talent

communities to find, connect, and eventually hire top talent into the organization

3.Reinforce & Build Corporate Brand– Online communities and social networks can help to

build trust and loyalty with existing customers– Be more responsive– Be more transparent– Be more engaging

Motorola product experts blog and moderate

product forums while members post upcoming meeting, conferences and

events.

Account Managers can now support GG1

320+ retailers online – answering questions,

promoting thousands of products and managing

incentive programs.

Social Business Software In Action

www.blackberrypartnersfund.comPartner Portal

www.officiating.atpworldtour.comwww.tournaments.atpworldtour.com

Intranet & Partner Portal

www.themeafordgroup.comWebsite

www.remaxalpinerealty.igloobusiness.net

Web site

www.pivotryconsulting.comWebsite & Customer Portal

www.pcdsolutions.igloocommunities.comWebsite & Customer Portal

www.maverickpr.comWebsite & Customer Portal &

Intranet

www.medicalmeetings.ca

Website

www.ideaconnect2.comInnovation Portal & Website

www.community.fast50.caCustomer Portal & Website

www.canadianolympicfoundation.caWebsite-Fundraising

www.climateprojectcanada.orgIntranet

How it Pays to Socialize

“Employees”• know-how• skills• ideas• conversations• experience• expertise• relationships

MarketingCommunity

CustomerCommunity

PartnerCommunity

ServicesCommunity

R & DCommunity

“Teams”• focus• control• buy-in• collaboration• knowledge sharing• efficiency• reduced duplication• learning

• knowledge• capacity• productivity• innovation• trust • loyalty• culture

“Enterprise”

RECOMMENDATION: START WITH A PLAN

Step 1: Goals - What do you want social software to

do for your business?

Step 2: The Plan - How will the goals be achieved?

Budget? Resourcing?

Step 3: Implementation – Timing, Training,

Marketing, Technology, Ownership? Roles?

Sustainability, Growth?

Step 4: Measuring results – What are your

measures of success? How will they be measured?

Communicated?

Step 5: Revisit/Refine/Redeploy - You've gathered

information now it's time to look at what's working

and what isn't.Source: WWW.IGLOOSOFTWARE.COM/PLAYBOOK

Measuring ROI

1. Do you get new products or services to market - faster?

2. Are their resulting cost reductions in existing business units because of improved processes and communications?

3. Has the community improved knowledge sharing? (i.e., best practices and tools that improve the quality of processes, products, or services)

4. Are you better connected to your customers? And are they more satisfied? Resulting in higher customer retention and/or minimized support costs.

5. Has knowledge sharing increased rate of innovation? New product improvements, methodologies and/or ideas?

6. Employee satisfaction and motivation, has it improved? Have your employee retention rates gone up? Are more people applying for jobs? Have the number of sick days gone down?

ROI from a social context is not about “monetization” but measuring the incremental value it brings to your business.

It is about measuring how well an employee, team and/or even company is doing in meeting the business challenges they are

trying to address.

Question for the Audience

What is the primary reason you are investing in collaboration and social networking?

a) Knowledge share

b) Bridge disparate geographical locations

c) Improve customer support

d) Modernize company intranet

e) Reach new customers

f) Reduce email usage

g) Manage projects

h) Drive competitive advantage

i) Corporate communications

j) Foster innovation

k) All of the above

l) Unsure – just beginning to investigate alternatives

ARROW ECS – Case Study

Grant SojnockiBusiness Development, Arrow ECS

Arrow Electronics

A major global provider of products, services, and solutions to the electrical component and computer product industries– Headquartered in Melville, New York.– 70 years of computer product and component distribution – Fortune 500 company– Arrow Enterprise Computing Solutions (ECS )

• A leading value-added distributor of hardware, software, storage and security solutions.

Arrow Electronics, Inc..

Enterprise Computing Solutions (ECS)

Global Components

•Version nightmare

•E-mail

We need…

•Security

•Ease of use

•Self managed

•Private & Public

Resellers

Market PublicProspects

Challenges and Objectives

•Private

•Branded

•Flexible

•Live view

•Access

•Audit

•Versions

•Search

•Public

•Branded

•No IT

IGLOO Software – The Right Choice

Quick To Launch– Beta Community Launched in 72 hours

Cost Effective– Lots of standard functionality– Limited “I.T.” requirements– SaaS Model

Flexible / Met Our Needs +– Private and Public flexibility– Easy To Collaborate as individuals or groups– Strong Content Management Capabilities

Secure & Branded– Easy to manage all levels of security– Easily DC-3 Branded

IGLOO Partnership– Flexible and responsive– continued enhancements we can easily adopt

© Copyright IGLOO Inc. 2009. All rights reserved.

Q & A

Thank-you1. CREATE A FREE COMMUNITY –

WWW.IGLOOSOFTWARE.COM/FREE

2. BECOME A PLAYBOOK MEMBER –

WWW.IGLOOSOFTWARE.COM/PLAYBO

OK

3. READ WHITEPAPERS: WORKPLACE –

DOWNLOAD

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