Posts Tagged ‘enterprise 2.0’

Wiki Wiki whaat?

If you haven’t heard of Wikipedia by now then crawl out from under your Web 1.0 rock and turn your intertubes to www.wikipedia.org. This is the most successful implementation of
what is known as a ‘Wiki’, which is effectively a resource that is built on collaboration and contribution from a large, or small, group of people. The concept is similar to a brainstorming session based on facts, everyone contributes their expertise on a single topic, the submissions are either posted straight away or moderated for quality, and the knowledge is saved into the Wiki for later.

In Wikipedia’s case it has moderators to ensure quality over quantity, and also accuracy of the data within the Wiki. If you’re a regular user of Wikipedia you will be familiar with the concept of ‘getting distracted’ while researching things due to the sheer volume of information on there.

The great thing about Wiki’s in a business scenario is their ability to be used for sharing operational information. The Wiki can be turned into a living, breathing knowledge base of both present issues and past fixes, common issues that present themselves, what to watch out for, projects that people are working on and the progress / hickups / needs they currently have. Needs, advice or other content can then be contributed by either people internal to the organisation (internal wiki) or externally if it is published to the internet.

The downside to a Wiki is that if content isn’t moderated or backed up there is always the possibility of incorrect, incomplete or down right wrong information. This is either done accidently, with the best intent or simply people trolling. For an obvious example of Wikipedia Trolling click here, or for the uninitiated, here and here.

Who Wiki’s?

So what about people who don’t use it to make money? Wikipedia is a commercial turned non-profit organisation and has proved the platform can be successful, so to demonstrate they didn’t just ‘get   lucky’, I present Rt. 1 Day Centre in Columba, Maryland who actively use a Wiki to enhance the productivity of their non-profit organisation that helps the homeless.

The centre uses an external wiki that is accessible once you have created a free account on their website, and uses it to coordinate food deliveries, stocks and needed supplies, as well as when showers are available, laundries for people to clean the clothes, social services and many other facilities. They are partnered with over 40 churches in the area which ensures a good volunteer base of willing participants.

Volunteers simply logon / register, then can look at or contribute to the wiki instantly which info such as donations they are going to make, services they can provide or even contribute strategies such as the way the centre can engage the community or more effectivly deliver services.

This collaboration ensures a community, not just a group of volunteers is brought together, all sharing a common goal by collaborating with each other on common ground. This equal contribution that Wiki’s enable ensures people get an opportunity to provide their input on situations or topics, thus making them feel validated and a valued part of the community they are helping to contribute to.

How to Wiki with Enterprise 2.0

 

In order to successfully implement a Wiki in your Enterprise, there are a number of things to consider such as what your target audience is, how will people access your Wiki, is it only for internal staff or also external members, who can edit or contribute, what content will be on there, how easy will it be to edit? There are just some of the many questions that need answering before you delve into creating a Wiki.

The strategy I would take first is to consult with key staff and areas of the business to find their business needs, and translate those into deliverables that they Wiki would satisfy. This would culminate in form of an internal Wiki for staff and have basic content developed and published to ensure when people started using it there was a base to build on.

Stakeholder support is very important in any new venture so ensuring they key stakeholders and managers actively participated in editing, publishing and engaging the community would be a key driver to the Wiki’s success. Different sections would be created inside the Wiki such as a section for news and current affairs, a knowledge base section such as an FAQ or Technical Support etc to ensure information was organised and categorised for ease of use.

The final step would be to assign permission levels to each section, which could include having moderators review the content before publishing it to the page. This is especially valuable for things such as the FAQ sections, which are accessed often and correct information is paramount to ensuring the usefulness of the resource.

If everything goes well from here there could also be opportunity to open up an extranet wiki which could leverage off the information already inside the internal wiki pages.

Wikileaks

No wiki story is complete without mentioning the most notoriuos of Wiki’ers, Julian Assange, so if you’ve got an hour to spare this is well worth a look, if you don’t however then the summary is a group of activists use a Wiki platform to leak highly confidential documents submitted to them from anonymous sources.

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If you’re a car enthusiast like myself who shoves money hand over fist into old cars because we have fond memories of them when we were younger you might want to adjust your attitude when thinking about ‘Return on Investment‘ in a business context. You could argue nostalgia is the benefit here but it’s a bloody expensive one, with blood, sweat and tears every year without fail.

At the end of the day a business does not run on good vibes and unicorn farts, so you can be damn sure they don’t want to be ploughing money into ventures that don’t provide a tangible benefit.

For scientific purposes, I have included what is widely accepted as the most accurate representation of a unicorn fart.

Metrics to use when calculating ROI

My personal favourite way to calculate how well you’re doing is client feedback. Actively engage your staff through either open door sessions where staff can approach managers to voice their concerns, ideas etc, polls that are available through your chosen enterprise 2.0 platform i.e a poll on your main Wiki page or even just asking around the office.

People can be reluctant to voice their opinions however so you may need to provide a way of anonymously providing feedback to ensure there is no ‘confrontation’ as such.

The other way of doing this is through cold hard statistics, and Harry Gold from ClickZ has put together a list of 14 Social Media ROI Metrics You Use Right Now to measure your organisations Enterprise 2.0 return on investment.

The cold hard truth

If only it were as easy as looking at statistics all day, as there are so many different ways to measure your ROI. You need to find the right tool for the right job, not all ROI metrics will map well to your organisation so try and few and see what you can find out!

Most of the time when I mention Enterprise 2.0 people seem to go all Jerry Maugie, I mean come on, how many of you have had that ‘friend on facebook’ ask you to ‘Like’ their ‘SUPERNEW AWESOME BUSINESS THAT WILL MAKE MILLIONS”?

What it takes is time, persistence and an understanding of your target audience, only then will you start to see a realised return on investment.

I’ve decided to take a different approach to blogging today. For those who want to skip the preamble, scroll down past the pretty pictures.
As Catherine Weber points out, It’s no secret why blogs fail. I think this image (taken from linked article) sums it up:

With that said, I am taking an ‘Agile’ approach to blogging instead of the usual (but very well written!) ‘WALL OF TEXT” that seems to adorn every other blog I come across, sadly, including my own.

Some humour to lighten the mood with my new found enlightenment, this seemed very relevant as today we were discussing what media managers actually do all day, this seems to fit the consensus.

Anyhow, this entry is Part 1 of 2 around legal risks and risk mitigation strategies for organisations implementing social media. Rather than focus on a private enterprise, I thought it would be fun to assess a different type of organisation, an entire Government.

So why on earth would the Government care about social media? They operate in the Public sector and have no profit margins to meet or shareholders to appease, that seems fairly straight forward right? I was recently sent this picture at work, and I know many who share this view.

But any Government is more like a business than you would expect, and they aren’t lazy like the picture above would have you believe either! While they do operate in the public sector, they are using tax payers money to fund their operations, thus tax payers operate like shareholders only their votes are the (political) currency. Governments provide a multitude of services across a huge number of departments who all deliver ‘human services’ in one way or another.

Why would the government worry though? What risks could apply to a publicly funded body?

Image for a minute the following:

  • Police Twitter feed tweets about an operation in progress involving highly classified information including names of individuals – This is a clear breach of confidentiality
  • Healthcare Facebook page posts a nation-wide alert about a (fake) deadly virus sweeping the nation – Reputation is damaged and mass panic, wasted resource and Statutory  issues come into play

I leave you with Kabrina Chang: Facebook got me fired – Legal and Management issues for Social Networking

Next post will be discussing where these threats come from, how they are relevant to the organisation and what social media policies should have in place to adequately address them.

Hello all,

I’ve been sick the last week so please accept my apologies that this post will be somewhat shorter and less meaty than usual.

I work in the IT Security field and because of this, anything related to risk peaks my interest for a number of reasons, however the main one we will be focusing on today is the benefits that accompany them!

Usually the first things managers in a traditional “1.0” organisation think of when Social Media is mentioned goes along the lines of “What?! We’re going to let them sit on the BookFace all day, and what’s it called, chirpy bird thing? Yeah right!”.

Time (you might have picked this up as a recurring theme) is usually the first thing on their minds, the risk of losing vast amounts of company paid time to employees frittering the hours away on social media. The flipside or benefit to this is of course the new pathways create interaction between employees, allows them to express themselves at work thus elevating their mood which is a good thing, as you can make more money by making your employees happy (Forbes, 2012).

External Social Media

On the “Interwebz”, areas of particular interest to me are security, loss of control, reputation and reliability. How can you control something that is out in the ether for everyone to access? Do you want to be the heavy handed “Post Patrol” that blocks all access full stop, or the fun light hearted manager who lets everyone play Farmville all day?

The answer in my opinion is neither, as both extremes are not going to get your organisation anywhere near a mature Enterprise 2.0 standard. To minimise Risk and maximise Benefit you need Compromise. You also need another layer, Physical and Logical security controls in order to provide some meat in your sandwich. Furthermore, you need to foster a Social Media Culture within your organisation where everyone knows and agrees what fly’s and what doesn’t.

Physical controls help mitigate the risks such as loss of control as well as ensuring reputation is upheld by allowing only certain users to post on the corporate page, and granting read only access to the rest of the site. The benefit here is that users are still able to access the social media platform and knowledge contained within.

Logical controls revolve around policy and procedure which many consider to be, quite frankly, a drag. To all those who are in this school of thinking, let me assure you that policy doesn’t suck! Policies and procedures are out there to educate, guide and assist people who wish to use social media tools in the approved manner set out by the company or enterprise. A good policy will ensure users are aware of their roles and responsibilities, and the consequences breaking the agreed upon rules.

Culture is the fabric that binds it all together, a socially accepted take on what’s ok to post and what’s not, how long you should spend on a certain page or site or what to do if something doesn’t look quite right. It is this culture that will ensure policy is adhered to, physical controls are respected and respect for both the enterprise 2.0 platform and the company / enterprise is observed (or not as the case may be!).

Internal Social Media

I recently read a case study revolving around one Al Essa, CIO at MIT’s Sloan School of Management who used blogs and wiki’s to not only manage a multitude of projects across multiple teams, but also leveraged the platforms to create a collaborative Business Plan, sourcing input from his entire staff faculty.

Read more @ http://www.fastforwardblog.com/2007/01/16/an-enterprise-20-poster-child-in-the-it-department/

Well that’s all for now, I hope you all have a great week and a riotous weekend!

All the best,

Dan