impact of social technologies on the enterprise

Sandy Kemsley l www.column2.com l @skemsley

The Impact of Social Technologies on the

Enterprise

How social tools will change the way you run your business

Consumer Social Tools Set Expectations

Consumption

Participation

Creation

User experience

Access anywhere

2Copyright Kemsley Design Ltd., 2012

Bring Your Own Device (BYOD) Changes technology and security

infrastructure

Computer

Browser

Smartphone

Tablet

App

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Linking External Social Presence To Core Business Processes

Changes the customer relationship

Extends the ends of the process

Increases external collaboration

Forces operational transparency


External Socialization Spectrum


Internal only• All tasks in process

completed by internal resources

Expose status to external parties

• e.g., send milestone alerts to customer

Include external workers in process

• e.g., route task to trading partner for completion

Social As A Feature, Not An Application

Changes the internal user capabilities

Flexibility

Visibility

Participation


Collaboration Spectrum


Predefined participants

• Each task in process assigned to specific roles/participants at design time or instantiation

Select from predefined set of participants

• e.g., send to colleague for assistance

Select any participants, or participant self-selection

• e.g., social production

Power To The People Changes the management style

Knowledge work

Trust

Responsibility

Incentives


Set Objectives

Monitor

Evaluate

Reward

Social Creates Big Data Changes business analytics and

decisioning

Monitor and respond to events, not just outcomes

Sentiment analysis

Next best action


Getting Ready For Social Business Processes

Your customer is part of your process

Let your workers do the right thing

Identify and enable social processes

Use predictive analytics for proactive problem detection


Sandy Kemsley

Kemsley Design Ltd.

email: [email protected]

blog: www.column2.com

twitter: @skemsley
