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