Social & Collaboration Technologies in Business Projects
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Transcript of Social & Collaboration Technologies in Business Projects
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social & Collaboration Technologies in Business Projects
& Impact to Project Managers
1
SPMI Symposium 2013 9 Oct 2013
Please see Acknowledgements & Notices in second last slide
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
My Organisation
• Institute of Systems Science www.iss.nus.edu.sg
• Part of National University of Singapore • Support national IT competency development
needs • Faculty of practitioners from industry with
average of more that 15 years experience each • Caters to working IT professionals
– Post-Graduate Programmes – Executive Programmes – Industry Research – Consulting (CMMI, Enterprise Architecture etc)
2
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
About Myself
Head of ISS Social Business Centre of Excellence TOGAF 9 Enterprise Architect, CITPM (Senior), COMIT, CGEIT, ITIL Expert 20 years of IT management experience
Process Improvement Enterprise Architecture and Planning Application Development IT Operations
Consultancy for private and public sector
Enterprise Architecture CMMI
Goh Boon Nam Chief, New Initiatives Institute of Systems Science
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Introduction
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Your Usual Social Technology?
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https://www.facebook.com/mrbrownlah
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
What about Social for Business?
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http://lego.cuusoo.com/discover
One Example - Crowdsourcing ->
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Apply Usual Project Management?
• Assume you were asked to manage a project to implement crowdsourcing for your company
• Would you project manage it like any other normal project?
• Would that achieve project success? – On Schedule – Within Budget – Delivers Business Value
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http://upload.wikimedia.org/wikipedia/commons/f/fd/Light_Green_Lego_Brick.jpg
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Key Consideration in many Social for Business Projects
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Image courtesy of sue_r_b, http://www.rgbstock.com/bigphoto/mhBJWw0%2FHorse+%26+Pond
You can lead a horse to water but you can’t make it drink.
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction What & why of social business • Examples of social business projects • How to project manage social business
projects • How to use social to help in your project
management
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
What and Why of Social Business
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
What is Social for Business (i.e. Social Business)?
• Use of social/collaborative technologies and practices to achieve business objectives (as opposed to individual use)
• The technologies can comprise – Platforms as used by individuals (e.g.
Facebook, Twitter, LinkedIn etc.) – Business internal collaboration platforms (e.g.
SharePoint, IBM Connections etc.) – Custom built platforms – Apps built using platform APIs (e.g. Facebook
API or internal collaboration tool APIs)
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
How Much can Social Benefit Business?
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McKinsey Global Institute estimates that worker productivity can be increased by
20-25% http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
How and where can Social Technologies Benefit Business?
13 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction • What & why of social business Examples of social business projects • How to project manage social business
projects • How to use social to help in your project
management
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Examples of Social Business Projects
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
16 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Product Development - Crowdsourcing
http://www.ideastorm.com/
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
18 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Operations – Social Demand Monitoring
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https://twitter.com/HelloMeHippo
Customer help to monitor when shops run out of your company’s product
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Operations – Work Distribution via Social Outsourcing
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https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web%20design/cat-design-multimedia
https://www.elance.com/r/contractors/ind-true/s-feedbackSort/o-1/q-web%20design/cat-design-multimedia
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
21 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Media Marketing (1)
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The most common form
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Media Marketing (2a)
23 https://www.elance.com/s/j2ee-profession/job-history/10183/?c=10216&t=1
Social Apps (using Social Platform APIs)
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Media Marketing (2b)
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Social Apps can use your social information …
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Social Media Marketing (2c)
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… as you have agreed
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Media Marketing (2d)
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Social Apps can tell your friends that you use (endorse?) a product
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Market Research
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http://www.youtube.com/watch?v=6Y9RmvGhQlU
What topics customers are talking about (on social media) in relation to their credit cards?
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Commerce (1)
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https://www.facebook.com/pages/Tracyeinny/126892414022377
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Commerce (2a)
29 http://www.amazon.com/Project-Management-Lite-Enough-Done-Nothing/dp/1478129220/
Why is Amazon considered social commerce?
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Commerce (2b)
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Amazon Customer Reviews – “Buy This Book”
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Commerce (2c)
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What Others Bought in Addition – “Buy These Also”
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
32 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Customer Service (1)
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Using Twitter instead of phone lines/emails Organisation <-> Customers
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Customer Service (2) Customers (& Organisation) <-> Customers
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
35 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Enterprise Collaboration (1)
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Following what is happening with other people/projects
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Enterprise Work Collaboration (2)
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Work Collaboration
Tasks
Discussions
Documents
Pictures
Section (Phase)
Goal
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Example/s for:
38 http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Talent Search
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Organisational Talent Search Using Internal Personal Profiles
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social Talent Search
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1. Company chooses target audience 2. Appears in your LinkedIn if you match the profile
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction • What & why of social business • Examples of social business projects How to project manage social business
projects • How to use social to help in your project
management
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
How to project manage social business projects?
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Characteristics of Social Business Projects
Conventional Project Social Business Project
Mainly transactional process Mainly social/collaborative process
Participants obliged to do their part Participants likely not obliged to take part
Process fixed, repeatable & well defined Likely not a fixed, well-defined process
Clear as which specific individuals do what
Likely not clear as to which specific individuals do what
Functions, once provided, likely to lead to process being carried out as specified and project largely fulfils business objectives
Likely not clear what functions to provide and even if provided, may not lead to process being carried out
43 http://www.modernanalyst.com/Portals/0/images/Swimlane%20Diagram.jpg
http://fingercandymedia.com/wp-content/uploads/2010/11/conversations.jpg
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
How to Project-Manage a Social Business Project?
• Listen to the participants’ conversations & analyse – Rather than simply gathering requirements
• Use agile implementation – Iterative implementation cycles – Each cycle of short duration
• Experiment & make decisions using data – Analytics – A-B Testing
• Manage the online content & community – Community & content are the main
deliverables – The system/platform is just an enabler
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Listen & Analyse
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What are they interested in? What are they happy with?
What are they not happy with?
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agile Implementation
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<1 week to 4 weeks
http://www.certiconglobal.com/sites/default/files/images/imce/scrum.jpg
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Experiment & Decide with Data
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Which content did better? The one of the left or the one on the right?
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Manage the Content & Community
• Some of the considerations: – Type of content – Timing & frequency – Start the ball rolling
• Questions • Topics that people have differing opinions on • Polls • Contests • Crowdsourcing
– Incentives
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Type of Content
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https://www.facebook.com/skittles
https://www.facebook.com/magnumus?brand_redir=1
vs
Not Direct
Direct (“Hard Sell”)
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Timing & Frequency
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Twitter Activity by Time of Day (24 Hr Format)
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Start the Ball Rolling
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Incentives
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“Badges” – one form of Incentive Which social group do these come from?
http://www.kiasuparents.com/kiasu/forum/viewtopic.php?f=69&t=2074
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Agenda
• Introduction • What & why of social business • Examples of social business projects • How to project manage social business
projects How to use social to help in your project
management
53
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Using Social for Project Management
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Social for Project Management
• Whether your project is social or not – Social/collaborative tools and techniques
can help in your project management work
• Some of the ways it can help: – Project team selection – Collaborative document sharing – Concurrent working on documents – Centralised, collaborative project planning,
execution, monitoring and knowledge sharing – Facebook-style page to centrally monitor
updates on all the projects you follow 55
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Project Team Selection
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Similar Concept in Internal Collaboration Tools
LinkedIn Skills and Expertise
http://ilikeorangutans.github.io/assets/images/my-skills.png
http://www.ibm.com/developerworks/lotus/library/profilesextensionconnections301/
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Collaborative Document Sharing
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http://www.youtube.com/watch?v=zEMmqCzmoms
File Sharing and Commenting
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Concurrent Document Editing
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2 Persons Editing a Spreadsheet at the Same Time
Angela
Janice
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Collaborative Planning, Execution, Monitoring And Knowledge Sharing
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( Project Collaboration )
Tasks
Discussions
Documents
Pictures
Section (Phase)
Goal
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Facebook Style Project/s “Following”
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Following what is happening with other people/projects
© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Summary
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Recap(1)
• Introduction
• What & why of social business • Social technologies/practices for business
objectives • Estimated productivity improvements of 20-25%
• Examples of social business projects
• Product Development • Operations • Marketing & Sales • Customer Service • Collaboration & Communication • Matching talent to tasks/jobs
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Recap(2)
• How to project manage social business projects – Listen & analyse – Agile Iterative – Experiment & data-based decisions – Manage the online content & community
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Recap(3)
• How to use social to help in your project management – Project team selection – Document sharing / Concurrent editing – Collaborative project planning, execution,
monitoring and knowledge sharing – Activity stream for project updates
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Q & A
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
For Further Information
Please refer to: http://www.iss.nus.edu.sg/ Or email Goh Boon Nam at: [email protected] For courses on Social Business: https://www.iss.nus.edu.sg/ProfessionalCourses/EnterpriseSocialBusiness.aspx
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© 2013 National University of Singapore unless otherwise stated. All Rights Reserved.
Thank you
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