social now europe 2016 bonnie cheuk keynote presentation: making sense of social collaboration,...
TRANSCRIPT
Dr Bonnie Cheuk
Author, Social Strategies in Action:
Driving Business Transformation (2013)
Global Head of Digital, Knowledge &
Collaboration, Euroclear
► Twitter: @bonniecheuk
► Blog: http://bonniecheuk.blogspot.co.uk
Social Now 2016 Keynote:
Making Sense of Social Collaboration, Leadership 2.0
and Future of Work
My Social Collaboration Journey
Enabling Knowledge flow across boundaries
Connecting people + information + stories to create value
SOCIAL
PASTSOCIAL
NOWSOCIAL
FUTURE
Tools for improving collaboration
Effective corporate life
We are all converts
What work could be like with
smarter processes and more
adequate tools
Tools for improving collaboration
Effective corporate life
When was the last time you
spoke with a colleague who did
not get it?
What work could be like with
smarter processes and more
adequate tools
Tools for improving collaboration
Effective corporate life
When was the last time you
spoke with a colleague who did
not get it?
What work could be like with
smarter processes and more
adequate tools
Wh
at
is W
ork
?
What is the downside of going social?
Chief Risk Officer
Chief Operations Officer
Chief Technology Officer
Head of Quality
Head of SalesHead of Comms
Head of Marketing
Head of Innovation
Head of HR
Head of Product
Head of Engineering
Look through the eyes of these colleagues,
does social collaboration help or hurt?
C-Suite
• Social Tools = Enterprise 2.0 (Andrew McAfee, 2006)
o Use of Social Media technologies within the
firewall
o Allow easy publishing, sharing of content and
ideas
o Content and interaction link back to an
individual
o Digital, personal and mobile
Social Collaboration: Two dimensions
• LANES principles = How we get our work done (Cheuk, 2013)
o Lateral Communication
o Anyone can have a voice
o Networking effect make expertise visible
o Emergence – cannot pre-define the outcomes
o Self-Sufficient – empower me to learn and get work done
Dear Cablin management team,
Why do you want social collaboration tools?
Are you sure you want to embrace the LANES
way of working? Will this help or hinder you to
achieve your goals? Is this how you do your
work today? If not, are you and your people
ready for the change?
Yours, Bonnie
PRODUCTIVITY ZONE
Standardize Process
Ensure Compliance
Reduce Costs
PERFORMANCE ZONEINNOVATION ZONE
Experiment new model
Need to scale if it works
Fail fast, keep learning
Bring in revenue
Increase sales
Each zone requires different ways to manage knowledge
artifacts, flows and people-to-people interaction.
INCUBATION ZONE
Unknown
Unpredictable
“Social collaboration can break down
silos, improve knowledge sharing across
boundaries…”
PRODUCTIVITY ZONE
• Too unstructured• Lack of approval
processes
• Can’t replace business apps, HR, finance, CRM systems
• Info security and compliance risk
PERFORMANCE ZONEINNOVATION ZONE
• Yeah… Bring it on• No time to waste• Too many channels• Don’t break what works!• I will use it when it helps me!
INCUBATION ZONE
• Sorry, not ready
PRODUCTIVITY ZONE
• Too unstructured• Lack of approval
processes • Can’t replace business
apps, HR, finance, CRM systems
• Info security and compliance risk
PERFORMANCE ZONEINNOVATION ZONE
• Yeah… Bring it on
INCUBATION ZONE
• Sorry, not ready
80%+ of business are getting their work done well today.
Why do I need to work differently?
• No time to waste• Too many channels• Don’t break what works!• I will use it when it helps me!
PRODUCTIVITY ZONE
• Too unstructured• Lack of approval
processes • Can’t replace business
apps, HR, finance, CRM systems
• Info security and compliance risk
PERFORMANCE ZONEINNOVATION ZONE
• Yeah… Bring it on
INCUBATION ZONE
• Sorry, not ready
Step 1: 1. no legacy - enable new programs2. solve intractable problems
• No time to waste• Too many channels• Don’t break what works!• I will use it when it helps me!
PRODUCTIVITY ZONE
• Too unstructured• Lack of approval
processes • Can’t replace business
apps, HR, finance, CRM systems
• Info security and compliance risk
PERFORMANCE ZONEINNOVATION ZONE
• Yeah… Bring it on
INCUBATION ZONE
• Sorry, not ready
Step 2:
1. Make policies, guidelines, procedures, forms easily
accessible/searchable
2. Make it easy to share the “must know” with all staff
3. integrate social notifications and email
• No time to waste• Too many channels• Don’t break what works!• I will use it when it helps me!
PRODUCTIVITY ZONE
• Too unstructured• Lack of approval
processes • Can’t replace business
apps, HR, finance, CRM systems
• Info security and compliance risk
PERFORMANCE ZONEINNOVATION ZONE
• Yeah… Bring it on
INCUBATION ZONE
• Sorry, not ready
Step 3:
1. Get 5 team to work in the new ways e.g. document
collaboration, all discussion in one place
2. Show the actual benefits + share their success
Radical shift in perspective to
change habits. Frictionless
UX. Be persistent.
• No time to waste• Too many channels• Don’t break what works!• I will use it when it helps me!
PRODUCTIVITY ZONE
PERFORMANCE ZONEINNOVATION ZONE
INCUBATION ZONE
Executives communications
Global Employee Forum
Global JAM to crowd source ideas
Live blogging from events
Run a new help center model
Blended social learning
Share marketing collaterals
Share product knowledge
Policies and compliance portal
Connecting sales team, share
pitch deck and opportunities
(link to CRM)
Mostly chat over coffee
Project team working
Coordinate work and tasks
But there is one BIGproblem…
• Who listen? who facilitate?
• Who has the voice?
• Dissent views are filtered out
• Like minded people speaking amongst
themselves
• Who build bridges across people/team
who have different views?
… social will deliver empty promises
Enterprise 2.0 requires Leadership 2.0
Leadership is the technology to
enable new ways of working, the
social collaboration tool is an
enabler.
• Re-set communication protocol
o What is appropriate (or not) at work
o Welcome dissent
o Ok to contradict the seniors
• Promote dialogue
o Invite hidden voices
o Learn from peers of all levels
o Understand the rationale for different
views
• Learn and unlearn
o Self reflect
o Listen and connect
o Learn to love surprises
• Be curious
o Ask, search and discover
• Be human
o Give support and help
o Share our feelings
Leadership 2.0 requires communication discipline
LANES
Lateral Communication
Anyone can have a voice
Networking effect make expertise visible
Emergence – cannot pre-define the outcomes
Self-Sufficient – empower me to learn and get work
done
Share and listen…
1. What situation are you in?
2. What do you want to achieve?
3. What gaps do you see?
4. What is helpful?
5. What gets in the way?
6. What support do you need?
7. How do you feel?
8. What is your wish list?
2-way communication discipline
Business Executives: What can
you do to promote deeper
dialogue (F2F and online)?
Culture
• Hierarchy
• Cannot fail mentality
• Planning
• Precision
How to dig deeper
• Conversational Leadership?
• Physical space design?
• Role modelling?
• Facilitation?
What can you do to define how work gets done?
Vendors: What can you do to
promote deeper dialogue?
Tools
• Rating
• Like
• Comment / Reply
• Search by keywords
How to dig deeper
• Better online dialogue?
• Intelligence to find others in
similar situation, have similar
questions, need similar
support?
Credit to Dr Brenda Dervin: Sense-Making Methodology
Cheuk, B. & Dervin, B. (2011). Leadership 2.0 in Action: a Journey from Knowledge
Management to "Knowledging“. Knowledge Management & E-Learning: An
International Journal (KM&EL), Vol 3, No 2 (2011). http://kmel-
journal.org/ojs/index.php/online-publication/article/view/107/87
Dr Bonnie Cheuk
Author, Social Strategies in Action: Driving Business Transformation (2013)
Global Head of Digital, Knowledge & Collaboration, Euroclear
Twitter: @bonniecheuk
Blog: http://bonniecheuk.blogspot.co.uk
Let’s reflect
1. What are the points you strongly agree with?
2. What are the points you strongly disagree with?
3. What is helpful?
4. What confused you?