I like conferences when people report and share real case experiences, a process they went through which is described and explained for you.
Walton Smith’s (@walton3) talk at yesterday’s Webcom 09 was one of those. He introduced us to the Hello.bah.com social network’s implementation process which took place about a year ago.
When I checked out the program schedule, I relaized thatEnterprise 2.0 is a topic I know less than Marketing 2.0 and UX Solutions 2.0 but I got out of the conference with a clear understanding of the key drivers of implementation success from the Booz Allen Hamilton’s case presented. Here are my notes directly typed on my Blackberry during Walton’s presentation.
INTRODUCTION: About BAH’s organizational context
A large consulting firm of 23000 employees + 5000 new to be hired this year + lots of partners, all geographically spreaded throughout the world…
Walton’s team tired with “Do U know?” emails…
“Do you know someone who’s got sharepoint expertise?”
SN PROJECT’S GOAL: To set up an open but secure environment to unlock the power of the organization, meaning: to agregate useful content back to folks which can be tied to one’s profile.
Process: Walton’s team sat down with big vendors to check out their solutions
But they needed an agile platform and opted for open source solutions which could be tied to the different tools they were already using within BAH.
This choice clearly reveals a focus on the users, not forcing them to switch tools, but adding to what they were used to login to…
FOCUS #1: CHANGE MANAGEMENT
Half of budget on change management, the transformational experience which requires internal buy in for new tools adoption.
- Train new employees on day one and transfer the skills to former ones with demos and hands-on activities for these are the ones which work best for improving adoption behaviors and the adoption rate.
- Don’t force usage upon folks but implement built-in intrinsic and extrinsic incentives through the choice of useful aggregating tools, search results with profile’s ranking based on participation, allow for peer evaluation and comments, and make sure employee assesment includes SN content contribution.
- Track adoption metrics and usage level statistics.
After one year: 50% of the company’s employees actively contribute to the SN, meaning they are hello.bah.com posters vs lurkers…
- Report back benefits to leadership!
Before: BAH had a wiki that only a few used
Goal: to develop a day2day use of the SN
BAH first added a kind of LinkedIn app called Connexion to help people make connections… increasing the exchanging volume potential…and got more than 10000 profiles within 7 days
Key success factor: Ensure support within a 24h response cycle.
SHARING CONTENT: the key activity to unlock the power of the organization
To allow both unstructured collaboration with the wiki and structured collaboration with some sharepoint – from within and with external partners.
All employees at all levels can add and create content or community without hierarchy.
Particular case with employees of the Facebook gen: heavy users but would not add value to the system contributing, as if they did not have the intellectual capital to do so. Coaching sessions were set-up to train them and reverse the situation, transforming them into hello.bah.com champions.
FINAL KEYWORD: CONTENT AGGREGATION which can immediately go back to the community
Employee profile pre-filled with all info already known by the company to allow people to look for all employees with Sharepoint expertise for example…
Subscriptions to each and every content available via RSS or email alerts (piecemeal or group level).
Also related to the topic, here is a link to the interview of Jean-Pierre Desbenoît who presented the recent pilot rollout of the intranet of the French Government Civil Aviation General Direction (DGAC) at Webcom 09.
Also, I want to let you know that all the Powerpoint presentations of this Webcom 09 edition will be available on their site within 10 days.
I am very glad to report that I enjoyed this year’s edition of the Enterprise 2.0 track at Webcom since it was not 100% the case unfortunaltely last year, as Andrew McAffee, the one that every one was expecting… left me a bit disappointed as I sadly wrote in my blog when I got home
I truly had the feeling Professor McAffee basically presented the key points from his article “Enterprise 2.0: the Dawn of Emergent Collaboration“, which is an excellent article but I had read it already since it was published two years before that Webcom edition he was presenting in 2006. At the time, the article’s integral text had been made available for free as a ‘classic’ for a short period of time in 2007 from MIT SMR.