The Internal Use of Social
DCC ICT Strategy & Partnerships
From Engagement to Process
• Most social media discussion has focused
on external factors such as engagement,
public relations, and (naturally in the
private sector) marketing.
• Using social media to grease the wheels
of internal processes has had less
• …but the buzzword vultures are circling!
Emerging social disciplines
• Enterprise 2.0
– "the use of emergent social software platforms
within companies, or between companies and
their partners or customers“ (Andrew Mcafee)
– Essentially integrating social technology with the
intranet or extranet
• Social Business
– “harnessing the collective power of online
communities and social interaction to drive real
business outcomes” (IBM)
– There’s a power struggle going on about the real
meaning of the term
Does it work?
Evidence – the long wait
• Benefits are difficult to measure
• We are still finding out what works
• Technology moves faster than us
• User communities switch tools regularly
(anyone remember MySpace?)
• Compliance and process risks will force us
• Perhaps we can’t afford to wait?
What, Why and How
“Social Software capabilities may include
user profiles, discussion forums, shared
workspaces, wikis, blogs, social tags and
bookmarking, people search, content
rating and document sharing…. On
internet, extranet or intranet
(DCC “BlueKiwi” Business Case, January
We are stronger together
Because having other people around helps
you think and do stuff.
Ask the people who know.
Fast, reliable, up to date.
Why bother searching the intranet?
TOOLS: Yammer, message boards,
Communities of Practice
• We can use social tools for instant
reactions to things
• Need to take care in interpreting the
results, balance positive and negative
• But we often find our services are not
perceived the way we imagine…
TOOLS: external social media (Flickr,
Twitter, Facebook); Yammer and message
• An emerging area. Sentiment analysis tools
analyse social networks to understand how
people feel about a topic
• use natural language processing and other
clever algorithms to unpick people's language
• can use them on one social network or combine
results of internal and external
• potential as a proactive management tool
TOOLS: Trackur, Sprout, Thrive and many others
– but the market/business case is not yet mature
• stuck for ideas?
• Too close to the issues to break out?
• Can't see the wood for the trees?
• All practitioners have this problem. Fast
feedback from people in other areas can
open up possibilities and free your
• Crowdsource or simply consume someone
else's point of view
• Opening up processes to others
– Eg our ICT project proposals
– Next phase: social voting on proposals?
• Location-based services and workflow
– An emerging idea
• Messaging in processes
TOOLS: Yammer, FourSquare, external
• knowledge transfer
• recommended reading
• particularly for knowledge workers,
understanding best (and next) practices
can be hugely motivating
TOOLS: Diigo, Mentorwell, Twitter, Google
• Better relationships
• Engagement and broadcasts
• More manageable conversations than
DCC’s BlueKiwi Pilot
• In 2008/9 we piloted an internal social
networking tool. Benefits were
– Reduced time looking for answers
– Reduced email levels
– Reduction in meetings (and improvement in
meeting quality) by taking discussion onto the
You could do anything you do now using
But that doesn’t mean you should!
I love a natter