Social business process

• • • • • Encourage innovation - identify & support ‘skunkworks’ Identify stakeholders External reference examples Agree comms - platforms, frequency, format Governance framework - policy, security, legal. Project team • • • • • Risk assessment Process assessment Culture assessment Systems requirements definition Implementation plan • Triage & workflow • Crisis response

Identify corporate needs

1 Interviews Social audit Gather inputs

• Gap analysis

Identify customer (internal/ external) needs

Describe use cases & metrics

Map technology transitions

Define roles & resources

Roadmap & timeline

STRATEGY

Replacement

Job descriptions

Visuals

Vision

Surveys

Customer profiles

Value-add

Recruitment

Goals

Workshops

Market research

Migration

Training needs

Metrics

Engagement

Integration

Proposal

1

Inputs
# total employees requiring a license Individual employee compensation (salary + benefits Total # weeks worked per year # daily interactions with others

Measurement

Internal Engagement

Usage

Success stories

% of those interactions that are query-based Total time spent resolving a query (in minutes) # weekly face-to-face meetings # weekly virtual meetings (conf calls, web meetings)

Surveys

Awareness

Average length of meetings (in mins) % of meetings which can benefit from social business tools Average hours spent per week doing email

Interviews

Stakeholders

% of emails that are collaborative in nature Net income of underperforming business units Total employee compensation (salary + benefits)

Training

Total new hires annually Ramp up time for new employees (in months) Average fully loaded monthly knowledge worker salary # calls into support per year Average cost per call Baseline for the # ideas from customers per year Annual cost of focus groups (to get ideas) Average annual sales to existing customers Average # annual web visitors Average annual sales to new customers

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