Here are my notes from the first session of the Enterprise 2.o Black Belt Workshop: Learn from the Vanguard

Speakers:

• Megan Murray, Community Manager/Project Coordinator, Booz Allen Hamilton @MeganMurray
• Jamie Pappas, E2.0 & Social Media Strategist, Evangelist, and Community Manager, EMC Corp @JamiePappas
• Rawn Shah, Social Software Practices Lead, IBM @Rawn

Notes:

[These are my quick notes, complete with  (what I hope is no more than) the occasional typo and grammatical error.  Please excuse those. Thanks!

From time to time, I'll insert my own editorial comments - exercising the prerogatives of the blogger.  I'll show those in brackets. ]

Megan Murray:  Planning for Adoption

• Structure = the Taxonomy
• Muscle = the Folksonomy
  • Should be living, flexible and visible
• Staffing and Sourcing Your Team – Focus on the People
  • Who is involved on your E2.0 Team? What are their roles?
  • Include a variety of expertise/roles: e.g., IT for the tech; involve HR for knowledge about the people;  involve marketing to improve your communications.
  • What does change management mean for your organization? Marketing? Communications? [Impact on compensation?]
  • Do you have community managers and gardeners?  What level of weeding do you intend to do? What does your organization need?
• Governance
  • Who will participate?
  • How will they govern?
  • How does the governance model reflect corporate concerns? [How does the governance model educate the organization regarding a different - but equally effective - way of operating that takes advantage of social media.]
  • Consider including FAQ or discussion board discussing questions and policy recommendations re: governance.
  • Engage experts to help answer and moderate these resources.
  • Make sure the experts are willing to engage and respond quickly.  This requires that they have both the information and authority to respond.
• Policy
  • This is both a frightening and exciting issue.
  • What are your policies?  Who will enforce them?
  • On which issues can your organization evolve?
  • She believes that there is no new risk – just new opportunities for existing risks to flare up.
  • Start small and prove how the program mitigates risk.  This is better than trying to assuage concerns without current data/results.
• Mitigation and Response
  • Brainstorm: what is the worst thing that could happen?
  • Brainstorm: what are the best responses to those possible disasters?
  • How do we balance the desire to keep open channels of communication with the concern for safety/risk aversion?
• User Support – The Help Stack
  • Self-Help: give users the tools/info to fix things themselves
  • Create communities of users who can help each other – let them know how they can help themselves or find a peer to help.
  • Community Management – have someone available to help manage content, intervene when a problem arises, communicate fixes and improvements, highlight good user examples and success stories
• The Help Desk
  • They will need specific training to support this changing tool
  • This isn’t a traditional IT tool when changes happen rarely and are well-publicized in advance.
• Q&A: What would she have done differently?
  • Ask more questions of the users before starting
• Q&A: What are the typical resistance points?
  • “Remind the lawyers they work for corporate.” [I think I should lodge a protest here!]
  • People hate change (most of the time) – this isn’t new.
  • Figure out at the beginning what the anticipated concerns are and then address them.

• Presentations:  www.e2conf.com/boston/2010/presentations/workshop
  • User name: Workshop
  • Password: Boston
• Presentations also on Slideshare: http://slideshare.net/20adoption