Lecture 2 People, Process, Product, Project CS 540 – Quantitative Software Engineering.
Social Software Is About People and Business Process
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Social Software: Bringing People and Context to Enterprise Content Alan Lepofsky Director of Product Marketing @alanlepo Socialtext
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This presentation highlights two of the most important aspects of social software: 1) focusing on the people that create and share the content, 2) using new features to enhance existing business processes. Two customer case studies (GT Nexus and Hayes Knight) are presented to provide examples.
Transcript of Social Software Is About People and Business Process
Social Software:
Bringing People and Context to Enterprise Content
Alan Lepofsky Director of Product Marketing @alanlepo
Socialtext
“In The Flow Of Work”
Put people front and center
Enhance business processes
“Social” Is All About “People”
Discover People and Content
Easily discover the most active people
and content
The activity stream provides updates of what people are discussing and working on
Profiles provide information about expertise and business connections
Challenge: Supply chain company who’s employees in North America, Europe and Asia need to have access to information about complex processes
Solution: “The Grid”, social intranet powered by Socialtext where employees share and update best practices, technical product knowledge and key sales & marketing materials
Benefits: GT Nexus serves customers more efficiently, responds to change faster, and captures valuable institutional knowledge
Case Study: GT Nexus
Sharing Knowledge and Making Connections
There are several different needs, in addition to sources of knowledge…
External
Customers Prospects
Analysts
Partners
Internal
Employees 1
1. “Internal Consumption" à knowledge for our employees: how to implement, how to sell, how to support, how to build, etc.
2
2. “External Push” à knowledge aimed at our external constituents: release notes, training, how-to guides, RFP responses, demos etc.
3 3. “External Pull” à knowledge gained from our external community: understanding business process, value attainment, new product areas, etc.
4 4. “External Exchange” à knowledge shared amongst the external community members via blogs, discussion groups, networking, etc.
Types of Knowledge
Vendors
John Atherton, VP Strategic Consulting & Chief Knowledge Officer, GT Nexus
Case Study: GT Nexus
“The Grid is our central nervous system. Every time someone plans to send an e-mail or
completes a phone call, I want them to ask themselves: Could someone else benefit from this information?”
Who they are: Accounting firm with offices all across Australia and New Zealand
Business Case: Clients use KnowledgeShop service to query Hayes Knight accountants on complex tax, audit and accounting issues
Business Challenge: Accountants respond to redundant or similar questions, and need to leverage their knowledge and colleagues to serve customers faster
Case Study: Hayes Knight
2. In Salesforce.com a customer service rep assigns the question to the proper Socialtext group
3. In Socialtext, members of the account team see the message and then work together on the answer
4. The answer is then passed back to Salesforce.com and to the customer
1. Client enter questions in web-based KnowledgeShop Ex: a question on “capital gains”
Improving Customer Service
Hayes Knight CTO Jack Pedzikiewicz
Case Study: Hayes Knight
“The speed with which we’re answering questions has been cut in half. This allows us to serve our customers faster and more
consistently.”
Socialtext: Where Work Gets Done
People
Process
For more information visit
www.socialtext.com
content
“In the flow of work”
