Imagine How Social Media Can Transform Your Company Part II

In Part 1, Glenn talked about the benefits of Enterprise 2.0 to a company. I cited three key benefits:Improved Collaboration – One of the defining principles ofÂ Enterprise 2.0Â is collaboration. Groups of people and even virtual teams with members from different geographic locations and organizational levels can work together.Information Discoverability – One of the key advantages of Enterprise 2.0 is knowledge sharing, retention and discoverability. Imagine how much corporate knowledge and information are held by only a handful of employees in your company.Enhanced Customer Experience through Social CRM -Â Social CRMÂ evolved from the need to create new customer relationships through the social media channel—relationship that is built on trust. This means actively participating in social media forums.Governance Model for Risk Mitigation To mitigate risk the first thing that companies should establish in an Enterprise 2.0 initiative is the governance strategy. Some companies, for example, encourage its employees to participate in mainstream social media. They support employees who write blogs internally and externally; however, they have to follow a set code of conduct. A common component of these policies is the "don’t tell secrets policy." Companies want to safeguard proprietary and confidential information. Go toÂ Social Media Governance DatabaseÂ if you want to see free examples of Social Media Policies from almost 100 companies. Let me share with you one of the most interesting social media policy that I have read online—theÂ Social Media Policy of Intel. Over time, Intel created a comprehensive set of social media policies. These guidelines are now available in over 35 languages designed to help everyone use social media in a respectful and responsible way.Cultural Change a Serious Challenge to Enterprise 2.0 Adoption There are existing solutions in the market (such as blogs, wikis) that can be easily installed and applied to foster collaboration.Â So some might think it is easy to implement Enterprise 2.0.Â If that’s what you are thinking, you are wrong. I think implementing Enterprise 2.0 has little to do with technology. The most important component is adoption and cultural change. When I say culture, I refer to the way of work, values, behavior, etc. that altogether constitute the unique style of the company. There should be a strong strategic principle that guides the organization through an incremental adoption approach to ensure chances of success. It can’t be forced. There are no shortcuts.Support from Users is CriticalÂ Here is a key question: how important is top management support in Enterprise 2.0 adoption? Like any other initiative, senior management support is critical. But more than that, an Enterprise 2.0 adoption needs support from all levels of the organization. Yes you need management support; however, to be really successful, companies need to focus on the benefits of the users first and then the value creation for the company next. You can’t convince an employee to change the way he works just because it will benefit the company. You have to convince employees that this will make their job easier. This approach is important. It will fuel faster adoption from the grassroots.Importance of Training in the Adoption Process I would like to end this post about Enterprise 2.0 implementation with emphasis on the importance of training. Like any other project that includes implementing technology and process, training is a critical success factor.Â By just having Enterprise 2.0 tools and social media policies do not necessarily mean an organization’s employees will understand them or use them in how they perform daily work. It is the training combined with a clear social media policy that will provide a structure for employees to increase their participation. With that in place, a comfort level evolves between employee participation and management’s concerns. Glenn Remoreras is an experienced IT and business process professional who is a member of the shared services team for CEMEX, a global construction materials company. He maintains a personal website www.mysimpleprocesses.com, where be publishes his thoughts and ideas.

Imagine How Social Media Can Transform Your Company Part II

To continue reading this story get free access

Upcoming Events

Beyond the Aging Report: A Practical Path to AI-Powered Receivables

What We’ve Learned from 50+ Agentic AI Implementations

Why Q2C AI Initiatives Fail and How Process Intelligence Fixes Them in a Day

From Shared Services to Intelligent Finance: How Agentic AI Will Transform the CFO Office

Future of Finance & CFO Select Executive Leadership Summit

Why AI Initiatives Stall: The Missing Link Between Content, Context and Business Results

Follow Us

Latest Webinars

The Unstoppable Momentum of Deductions and Disputes: Using Agentic AI to Stem the Rising Tide

When AI Does the Work: Designing the New Human + AI Operating Model for Accounts Payable

Beyond the Pilot: What It Really Takes to Build an AI-Ready Enterprise in BFSI

Recommended

Egypt: The Next Country North American Shared Services Should Consider IT and Bu...

How Do Sourcing Objectives and Criteria Determine the Sourcing Approach ?

The Outsourcing “Conundrum”: Securing the Benefits You Expect

EP17 The critical link between digital transformation and GBS (Global Business S...

BPO = Business Process Outcomes [not Business Process Outsourcing]

5 Ways Your Business Process Management System Could Be Failing Your Back Office

"Parts Is Parts" - The Key to Differentiating Yourself

Tech Demo: Accelerating Invoicing to Overcome Workload, Speed and Regulatory Cha...

What Will Save BPOs?

Shifting to SaaS may not eliminate the “Technical Debt”

Offshore Engineering R&D Centers Will Continue to Flourish in Current Crisis

Play Nice, Outsourcing Providers. There will be life after COVID-19

FIND CONTENT BY TYPE

SSON COMMUNITY

ADVERTISE WITH US

JOIN THE SSON COMMUNITY

Imagine How Social Media Can Transform Your Company Part II

To continue reading this story get free access

Upcoming Events

Follow Us

Subscribe to our Free Newsletter

Latest Webinars

Recommended

FIND CONTENT BY TYPE

SSON COMMUNITY

ADVERTISE WITH US

JOIN THE SSON COMMUNITY