This morning’s events are presentations from various luminaries to the whole conference. Check it below, and I’ll fill in notes as we go…
Power to the People: Driving Business Innovation through Communities*
-Mark Woollen, Vice President, CRM Product Strategy, Oracle Corporation
“Really, I think we should be talking about how people work.” What’s driving emergence of social networking?
- Urgency. We feel a desire to be connected, to opinions and expertise of people we trust.
- Fragmentation. Channels to connect with audiences / markets are fragmenting.
- Engagement. Consumer experience (which is good) is influencing business software experience (which is generally poo).
What is the cost of not engaging customers. Gallup or someone did an estimate from some survey? It’s a big number. Billions.
HBR did a survey: Where Enterprise Applications Fall Short. Top two: Populating and maintaining (!) data, and getting user acceptance.
Communities must be flexible AND secure. So Oracle will be beating the security drum, which makes sense.
Back to: how do people work?
Think about taking an enterprise app, but making it internet-aware. It can consumer services from out in the world. Mashups in the oracle app. This is mostly high-level stuff, he’s not actually showing anything yet.
Oracle delivering new class of applications: Social CRM Applications. Oracle Sales Prospecter, Oracle Sales Campaigns, Oracle Sales Library, Oracle Deal Management. They are socially enabled in that: will allow you to rate, comment, tag stuff in there.
Details on Sales Prospector: Will release later this quarter. Take a mashup of public and private info, about a set of customers or targets, and use comparison mechanism to predict: sales cycle, revenue, etc. Make it “brain-dead simple” for salespeople to use. (Only a screenshot is shown.)
Also: Oracle Gadgets. Oracle Applications can be embedded as services elsewhere. “Give people the ‘Pulse’ of what’s going on at your customers.” Nice.
Oracle Web Center Mashups: Drag and Drop kinda iGoogle page for Oracle data.
So, things driving Oracle: Social enablement. Consumer-like experience. RESTful APIs.
Also, the social graph. Not just nodes and connections, but: who is important to me? or less important to me? defined as frequency of communication? or value delivered?
Realizing Business Value through Social Networking within Wachovia*
-Pete Fields, Senior Vice President, eCommerce Division, Wachovia*
Wachovia is rolling out a comprehensive, integrated collaboration platform. Persvasive IM, group chat, vid conf, blogging, vid blogging, profiles (phase 1), Sharpoint, etc. “We’re putting the employee at the center of the enterprise universe.”
Wachovia: 120K employees.
What was different and challenging about being an early adopter? Many people who are working in this space are intuitive thinkers. They KNOW that this stuff is important, but they need to dig into it and develop the ‘why’ and the business case. I developed 9 key points on the value of social tools, and then spent months just bouncing those against executives to see what stuck.
These were his key points. Here’s how you, yes YOU can sell E2.0 to the suits:
- Work more effectively across time and distance. Wachovia was a very southeast-oriented company, and was challenged as it acquired and expanded.
- Better connect and engage employees. Recreate the bowling team, the softball team, in an online environment.
- Mitigate the impact of a Maturing Workforce. More effective knowledge capture as the boomers as walking out. He emphasizes: “I don’t think businesses really understand the loss of knowledge capital that has started. No one has a strategy to capture those things before they leave.”
- Engage the Gen Y Worker. (Attract and Retain). Wachovia was having pretty serious Gen Y attrition. He actually spent a bit of time on this point. Gen Y WANTS to have impact, to direct the company, to have easy relationships with a wide range of people, etc. “The Gen Y workforce has been commenting in the tools, and they are very enthusiastic about the tools we’re giving them.”
Here were the other rationales, that “didn’t stick” as well, but he still wants to cover them.
- Position wachovia as innovative and forward thinking
- Lift general employee engagement
- Reduce travel expenses
- Provide employees world-class tools with which to compete for business
- Support other key corporate initiatives
Enterprise 2.0 In Action: Pfizer*
-Simon Revell, Manager of Enterprise2.0 Technology Development, Pfizer Ltd
Social computing stuff started two years ago as a guerrilla project. They called it “corporate punks”. Ha.
- Facilitate conversation about WWW
- replicate value in the enterprise
- influence the tech direction of the company
- Look to inspire new approaches to collaboration in the company
- Lot of nervousness
- We forced ourselves to post and comment
- Repeated reminders to get others to post
- Use every opportunity to remind people about the existence of the online community.
- Until we reached the tipping point (!!)
Pfizer is using blogs, and is rolling out RSS in research in development. Using MediaWiki for Pfizerpedia.
Real Enterprise 2.0 @ Sony Computer Entertainment’s World Wide Studios*
-Ned Lerner, Director of Tools & Technology, Sony Computer Entertainment
Sony game design is using wikis. They also use “enterprise 2.0” bug tracking.
What drove all this: Two years ago, everything was a big mess.
Kind of a listless presentation, but he does emphasize: Whatever system we use, we NEED TO OWN OUR DATA!
Here were our requirements, summarized:
- common visual style
- common info structure
- single sign on
- single search ui
- Single user directory
- complete ownership of all data
- Data connectors and API
Too few vendors (SaaS, suite, or point solutions) could provide it all for the enterprise. 100% open source does not work.
Huh. Here’s what it takes:
- Select and purchase 3rd party apps
- customize and integrate apps.
- ahhhh, i didn’t get the rest of it. going through the slides too fast.
Enterprise 2.0 Reality Check
-Andrew McAfee, Associate Professor, Harvard Business School*
-And a buncha the people that have already been presenting.
Q: Why hasn’t E2.0 really taken off yet? So far just small adoption? Why not more?
Most panelists say still only 10% or so of employees actively using. People have a lot of IT on them already, and we’re coming along to try to give people mre IT. They need a helping hand to put it in context for them.
At Pfizer: Lot of regulation. There is no one size fits all for the organization. That takes time.
Wachovia guy: We said two years ago: This is a big change initiative, and we put resources to it. Real resources.
Another guy: These tools are fundamentally different, in a fundamentally changing world. We haven’t figured out as a peole to leverage these tools in th emost effective way. They’re just too new.
Q: Is mgmt getting in the way?
Change is disruptive to middle management. You need to let people work on stuff, things slow down. So the incentives in hierarchy are not designed to leverage these fundamental changes.
Wachovia guy: there are people that have all the answers, and don’t value dialog and engagement. But, there are many who crave that engagement, even at the top of the chain. We bring in consultants to tell the truth to executives that the employees are afraid to tell them!
CIA guy: We really need to work in the CIA to convince people to have the network effect…not private areas. Start using the tools. Encourage others in your organization to work there as well.
Q: How can you encourage participation?
CIA guy says: Little trinkets definitely grease participation.
Another: Encourage people to STOP using other tools that don’t work and use the E2.0 tool. Like Wiki, instead of email.
Panel a bit of a snooze, actually.
**Okay, break for lunch.