Enterprise 2.0

Pandemic Failure – Failure Unabaited

November 28, 2011
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A couple weeks ago I gave a keynote speech at the Enterprise 2.0 conference entitled, “Embracing your E2.0 Failures” (watch the video here).  There I talked about three different types of failures, Pandemic, Catastrophic and Intrinsic failure. At the beginning of the keynote I showed this video I created which exemplifies the most dangerous of the three failures: Pandemic Failure: Pandemic Failure has three main characteristics: It runs rampant within a culture. It is obvious to most within that culture and it is often discussed and complained about. Rarely does anyone take action to make the needed changes. This is the most dangerous because bad behavior becomes an acceptable way of working or accomplishing a task.  For example, when was the last time you were in a meeting you didn’t really need to be in, but felt obligated to be there?  You didn’t lend any real advantage to the meeting [...]

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Forget About the Human Experience: Social Business Failure #13

October 4, 2011
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Disney got the human experience right.  From the moment you walk up to Disneyland, you are in another world.  The environment is set to walk you through an experience.  From the layout of the streets, to the paths you walk, to the music, sights and colors.  There is a story behind it all and you are led fluidly from one experience to another. Contrast this with a discussion I have had many times… Me: “When employees log in to their computers, they should be able to open up this tool and automatically be logged in.” Them: “We can’t do this. It is against policy.” “If we don’t, they won’t use it.  If it is a pain to get to, they won’t use it.” “But policy says, ‘blah blah blah.’  This is something we need to follow.  If they want to use the tool, they will follow these policies.” “But the [...]

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Social Business Failure #12: “This Isn’t About the Tool”

September 20, 2011
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  In complete juxtaposition from last week’s post, we can’t forget this is also about the tool. When I first started working with NASA, there was a group sent out to look at tools. (Although this story is about NASA, there are others I have worked with which have done the same thing – this is a pretty common scenario.)  They went through the usual drill.  They gathered features, functionality.  They conducted a bake-off to determine which tool is the best.  They chose one and implemented it on a pilot basis. It failed, which is why they asked me to help.  It didn’t work for a number of reasons, but not the least of them being that although they were looking for social media, what they were evaluating were tools that were not “social”.  They thought they were social tools (indeed, the tools marketed themselves as such) but they were not.  They [...]

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Social Business Failure #11: Being Social is About the Tool

September 13, 2011

Social technologies have become wide and varied making the landscape confusing.  ”What product should we use?”  This is a question I am asked all the time. A number of the organizations I have worked with have come to me and said, “We want to be more social so we thought we should use SharePoint / Jive / IBM Connections / Yammer / Drupal / etc…”  But there is a fundamental flaw in that sentence. “We want to be more social” is not solved by buying a tool. It can be aided, but it does not solve the issue.  Although slight in semantics, the different is huge in application. When I talk to these organizations they want to see how they can be more social online.  It is for this reason that I rarely bring my laptop to these type of meetings – I don’t want to talk about technology. Social Technology will [...]

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Social Business Failure #10: Assume This is About Being Social

September 7, 2011
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  In preparation for a meeting, I came in early and set up the computer and projector with the organization’s social networking application.  My job was support a team lead as she rolled out how they will use the tool to totally revamp and streamline their on-boarding process.  The first two ladies came in.  As they talked among themselves, one of them looked up at the screen and said, “What is that?” “Oh, its our social networking site.  I don’t know much about it.” “Social networking?!  I don’t have time for that.  Who does?  I don’t have time to waste.” “I don’t know – neither do I. I have been in a couple times, but haven’t done anything.” I sat back, silently, smiling, knowing that they are about to be asked to use it and wondering what their reaction will be in an hour. After everyone arrived, the meeting kicked [...]

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Social Business Failure #8: Workflow Integration

August 24, 2011
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The NUMBER ONE way to best implement any internal social business initiative is to integrate it into the workflow.  I have been preaching this for years and cannot stress it enough. This will be a short post because I want you to go read Laurie Buczek’s post, The Big Failure of Enterprise 2.0 Social Business.  Not only is it spot on, but her example is perfect.  I spoke with her about a month ago about her experiences and her frustrations and I recognized them all too well in what I have worked on.  But I really couldn’t share our phone conversation.  Thankfully, she did a fabulous job of it in this post. I agree with Sameer Patel‘s comment on her post that the money phrase was, “Lack of cultural change is not social business’s biggest failure.  The biggest failure is the lack of workflow integration to drive culture change.” Then, Dion Hinchcliffe added [...]

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Social Business Needs Those Who Are Willing To Be BOLD

July 28, 2011
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Are You So Bold… that you would openly have a conversation about a project’s faults? that you would ask a question of anyone – everyone – and thus show your ignorance and that (heaven forbid) you don’t know all the answers (even when you maybe ought to)? to bring up a point that others are scared to bring up for fear of retribution? to point out a mistake another has made (with tact and in private), even if that person has more seniority than you? that you would alert others of a roadblock, even if it might mean political backlash? that you would bring up what needs to be said, not only what others want to hear? Trust, openness and transparency are bedrock ideals of Social Business – yet too many company cultures fears them.  For businesses to go into the next phase of  economics and be successful this MUST change. So [...]

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Social Business Failure #5: Treat it Like an IT Project

July 26, 2011
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There are a few fundemental things we must all learn. How to put on pants. The sun’ll come out, tomorrow. Social Technologies are 90% human and 10% IT. Then why is it we so often default to treating social business initiatives like IT projects?  Here is my take: An IT project has clearly defined requirements.  We know exactly what needs to be done, how to do it and when the project will be complete.  But like economists, rarely are they correct.  The perfect path they think they will go down (according to all plans and indications) is rarely the one that reality shows us.  Why?  People. Oh, you fickle and emotional beings.  People mess up all the best mathematical formulas. I have watched many programs – not only social business endeavors – totally change course because people get in the way.  Many IT professionals have become so frustrated at users that I have seen [...]

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Social Business Failure #3: Ignore Others Who Have Done This Before

July 12, 2011
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UPDATE: Join the discussion already in progress on G+ Let me be clear, using “social business” necessitates working in a new way.  And unless you do it, chances are you won’t fully understand it.  You MUST participate to “get it.” You may understand this, but those who you may work for probably won’t. Too many people think they get it and feel satisfied with their decision to ignore social technologies and working a new way.  During the E2.0 Conference a number of us met with Sandy Carter, VP of Social Business & Collaboration Solutions for IBM.  She told us that some executives have decided to “opt out.”  Clearly they don’t get it, even though they think they do. This is like my kids who want so badly to drive.  They see how effortlessly my wife and I drive, they think they have judged the situation correctly and can drive as well. [...]

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Social Business Failure #2: Rely on Stats

July 5, 2011
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(THIS IS THE 2nd POST IN A WEEKLY THEME OF SOCIAL BUSINESS FAILURES WITH THE INTENT TO LEARN FROM EACH OTHER. PLEASE ALLOW US TO LEARN FROM YOU BY POSTING YOUR COMMENTS BELOW.) When I first tried to introduce social technologies to a company I learned one of my biggest lessons: Stats can only go so far. I was asked to create a presentation for the Executives on social technologies and why we should use them. The charts focused on facts and figures: what social technology is, why we would benefit from it, the assumed ROI, etc. Honestly, it was a poor attempt because there were very little information about this working inside an organization. Coming up with numbers and facts was difficult. Two (out of many) hurdles loomed in front of me: my boss and the Director of IT. My boss thought it was a good idea, but he wasn’t [...]

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