Enterprise Social Networking : Amira Colee
Hiep Pham
Andrew McClung
Kevin Kearns Enterprise Social Networking
Slide 2: Introduction What is Enterprise Social Networking (ESN)?
Characteristics and examples of ESN
Potential Downsides
Benefits of ESN
Case Study of ESN: Accenture
The evolution of ESN
What is Enterprise Social Networking (ESN)? : What is Enterprise Social Networking (ESN)? Enterprise social networking (ESN):
Sometimes referred to as Enterprise 2.0
Used to enhance the ability to communicate and collaborate.
Takes social networking tools and applies them to business settings ?
Characteristics: : Characteristics: User-friendly look
Business-specific applications
Multiple communication systems
Security
Scalability
Interaction with legacy software
Video and multimedia capabilities
ESN Software Platforms : ESN Software Platforms
Downsides to implementation : Downsides to implementation Cost/benefit
Negative perception
Security and privacy
Lack of familiarity or adoption
The Benefits of Enterprise Social Networking : The Benefits of Enterprise Social Networking Increased Collaboration
Valuable Resource for Knowledge & Information
Cost Savings
Increased Collaboration: : Increased Collaboration: Employee profiles can be used to determine skill set needed throughout the entire organization (especially useful for multi-national businesses in different time zones).
Gives employees another means of communication that some are more comfortable with or find easier to use (some people don’t like face-to-face meetings or language barriers make it difficult to speak in the same language).
Valuable Resource for Knowledge & Information: : Valuable Resource for Knowledge & Information: Stored visible and searchable records of interaction between employees. Other employees not involved in the original interaction can search, view, and analyze past interactions to gain insights, recommendations, or solutions to current problems.
Cost Savings: : Cost Savings: Can help avoid costly phone charges and unnecessary travel expenses.
Accenture Enterprise Social Networking : Accenture Enterprise Social Networking Business Problem:
Employees found collaborative tools available to them was lacking
Increased travel and communication costs
Reduced team productivity
Business Plan : Business Plan Collaboration 2.0 Initiative launched in 2007
Initiative centered around the inclusion of the following capabilities:
A social networking “Facebook-like” tool for sharing employee profiles and experiences
Communities of practice within Accenture set to use common tools such as wikis, blogs, news feeds, and subscription
Use of enterprise-wide chat and virtual meeting solution geared towards communication cost reduction
Global videoconferencing solution designed to hold virtual meetings and reduce operational costs such as business travel and productivity hours lost
Twitter-type feeds in a secure environment, designed to connect Accenture employees more closely
Accenture People : Accenture People Accenture People designed to provide a collaborative business networking site where employee profiles are stored and searchable by other Accenture employees
Benefits include:
Storage of professional and personal profile
Blogging capabilities
Colleague tracking alerts
Knowledge Expert searches
Accenture Groups : Accenture Groups Accenture Groups designed to allow employees in the same areas of expertise to create communities of practice for increased knowledge sharing/management capabilities
Benefits of Accenture Groups:
Improved teamwork and collaboration
Discussion forums
News feeds
Bookmarks and subscriptions
Wikis
Blogs
Communication and Virtual Meetings : Communication and Virtual Meetings Adoption of corporate-wide use of Office Communicator:
Internal and external secure instance messaging with clients
Desktop sharing capabilities
Advanced conference call scheduling capabilities Telepresence implementation globally:
Improved Business-to-Business exchange that enables video-conferencing with over 50 companies and clients
Reduced travel costs
Reduced carbon footprint
The Evolution of ESN:Two Paths : The Evolution of ESN:Two Paths Internal Evolution: A platform for cultivating knowledge and an input for strategic decision-making
External Evolution: A tool for personalized and intimate customer service and relationship management
Internal Evolution : Internal Evolution Internal communication platform to tool for cultivating knowledge
Contribution to KM strategy
Experiential knowledge net
Codified knowledge enabler
Discussion can turn into formal “best-practices”
Internal Evolution… : Internal Evolution… Internal communication platform to tool for S.W.O.T.
Contribution to strategic direction
The pulse of the stakeholders
Employees are customers; or similar to customers
Wealth of knowledge about the market
External Evolution : External Evolution Highly personalized customer service
“Enterprise software tools that support social functionality are finally ready to be turned "inside out" to support external customer experiences...” – John Brunswick
“Kevin” instead of service rep
Reinforce or reinvigorate the brand
External Evolution : External Evolution Architecture is in Place
Open it to the customer / let them in
“By using service-based components to deliver this solution, it is an excellent way to give customers higher levels of treatment without requiring much effort above what is being done already.” – John Brunswick
Conclusion… : Conclusion… Enterprise social networking is gaining broader acceptance
Companies are leveraging its capabilities to improve internal processes
Proper use of Enterprise Social Networking will lead to significant business transformations
References : References http://www.newsgator.com/accenture-video-case-study-2010.aspx
http://www.accenture.com/us-en/Pages/success-accenture-working-better-collaboration-2-summary.aspx
http://www.accenture.com/SiteCollectionDocuments/PDF/162PeopleCredential.pdf
http://www.accenture.com/us-en/Pages/service-connecting-accenture-collaboration-2.aspx
http://www.gautamblogs.com/2010/12/roi-of-enterprise-20-at-accenture.html
eWeek; 7 Things Needed for an Enterprise Social Network; Kolakowski, Nicholas;3/12/2009; http://www.eweek.com
Socialtext; Products & Services: Product Demo; http://www.socialtext.com.
Wikipedia; Enterprise social networking; http://en.wikipedia.org