ENTERPRISE SOCIAL NETWORKING

EMPOWERING TECHNICAL COMMUNICATORS, CONNECTING WITH CUSTOMERS

helen fawcett

Helen Fawcett,
SAP SE,
Germany

Elena Olekhnovitch

Elena Olekhnovitch,
SAP Labs Canada,
Montreal

Inspiration is everywhere

“The need for highly effective knowledge work capabilities is becoming increasingly urgent. Yet most organizations do not have a comprehensive picture of what knowledge work is, and of what aspects would be most profitable to improve.”
Douglas Engelbart (PDF)

Integrating the use of social collaboration tools in our daily work could empower us (technical communicators) and allow us to serve customers better.

ENGAGE IN PURPOSEFUL TWO - WAY DIALOG BOTH INSIDE AND OUTSIDE OF YOUR ORGANIZATION

“…we live our creative and emotional lives online because somebody thought to give us a computer that suggested there might be something more important than a spreadsheet. ”
Alexandra Samuel
  • Rethinking what type of content to produce and how to actively connect with customers.
  • Evolution driven by distributed workforces and growing expectation of consumer - grade user experience.
  • Necessity to work in more collaborative and service - oriented ways.

FROM COMMUNICATION TO COLLABORATION

  • Greater opportunity to venture into realms previously reserved for marketers.
  • It is no longer possible to say who dictates the customer’s end-to-end experience.
  • We are in the best position to provide accurate and relevant technical content to customers.
  • Content is still key. Social collaboration tools can enhance or advertise new content.

OWN YOUR PART OF THE CUSTOMER EXPERIENCE

  • Social
    Networking
    Services

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    Social
    Networking
    Services:
    Blogs
    Twitter

    Good for sharing thoughts, really good if you have great thoughts and people care what you think.

  • Telcom
    Web Conference

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    Telcom
    Web Conference
    Lync
    Skype
    WebEx

    Great for showing step-by-step processes (screen sharing) and support activities from a live person.

  • Video
    Platforms

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    Video
    Platforms
    YouTube
    Vimeo

    Great for how-to instructional videos, what’s new info, and promotional/marketing material.

  • Targeted
    Networks
    Communities

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    Targeted
    Networks
    Communities
    SAP SCN
    Google Developers Apple
    Developer

    Ideal for SMEs who are looking for answers to common dilemmas.

  • Collaboration
    Platforms

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    Collaboration
    Platforms
    Facebook
    SAP Jam

    Great for managing many types of content from a large number of contributors in a central repository.

  • Wikis

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    WikisMediaWiki Confluence

    Great for structuring lots of dynamic content in a central repository of knowledge.

WHICH TOOL WORKS BEST?

“Talent wins games, but teamwork and intelligence win championships.”
Michael Jordan
  • Some companies have a head start.
  • Comfort and ease of use increases adoption.
  • Spend time and give consideration to a full social collaboration strategy.

MASTER THE TOOLS INTERNALLY, USE THEM EXTERNALLY

Technology
Implementation and setup
  • Licenses
  • Cost
Performance
  • Platform reliability, server space, speed
Functional requirements
  • Search
  • Links
  • Authoring
  • Commenting
  • Notifications
  • Publishing
  • Personalization
Administration and Security
  • Authorization/Authentication
  • Data protection
  • Updates/Upgrades

Technology

Organizational and Legal
Corporate culture
  • Some countries/industries are early adopters
  • Backing from leadership
  • Content strategy
Data privacy
  • Country/Industry-specific laws
IT infrastructure
  • Often driven by tools selected by your organization and the products/services offered by the company
Resources and Skills
  • How to incorporate into everyday work
  • Tool training
  • Language (can be a barrier)
  • Admin tasks

Organizational and Legal

Human
Fear
  • Feeling exposed (for example, my boss can read this)
  • It’s intimidating
  • I might come across as an idiot
  • Tool phobia
Silo thinking
  • Not seeing the benefit
  • That’s not my job/ Extra work – not a question of doing something extra, it’s just doing the same thing differently
Personality
  • Some people are more collaborative by nature
  • Some people overcontribute
  • Use for personal gain (self-promotion), which is not real collaboration!

Human

“We need to become better at being humans. Learning to use symbols and knowledge in new ways, across groups, across cultures, is a powerful, valuable, and very human goal. And it is also one that is obtainable, if we only begin to open our minds to full, complete use of computers to augment our most human of capabilities.”

BE CURIOUS, CREATIVE AND COLLABORATIVE
JUST DO IT!

international team-spirited cross-functional interactive driven
strategic agile tactical practiced respectful

COLLABORATE – SHARE – LEARN

Your opinion is important to us! Please tell us what you thought of the lecture. We look forward to your feedback via the form at Helen Fawcett.

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