Learn from the E2.0 Vanguard – Part 2

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


  • 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


[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.

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