Struggling with getting executive buy-in or demonstrating how & why Yammer could be useful for your organization, regardless of which version of SharePoint you are using? Then this session is for you! This fast moving presentation will balance quick wins with longer term aspirations. You’ll learn how to adjust the approach for different sets of stakeholders and have a framework to show how these qualitative and quantitative approaches come together.

1. 10 Ways to Prove the Business Value of
Social
Michelle Caldwell
Director of Collaboration
Avanade

2. DIRECTOR &
REGIONAL
LEAD
Michelle Caldwell
Mary.m.caldwell@avanade.com @shellecaldwell shellecaldwell.com

4. “Yammer has increased clarity of purpose and vision at ACT Conferencing. It has eliminated
unnecessary filters and given us a way to communicate.”
Mark Kelly — President & COO, ACT Conferencing
Social: A new way to do business

5. Value of Networks
• Technical networks almost as effective as in
person training
• Communities of Practice also valuable
APQC 2014 Study

6. If your organization is…
• Geo-distributed
• Chrono-distributed
• Large in size
• Rife with unbrowseable content
• In need of velocity
• Wishing to preserve context
• Favorable to crowd-sourcing
• Attracting/retaining millennials
You have a business case for Social.

7. Why Enterprise Social Initiatives Fail
According to Gartner 90% of Enterprise Social initiatives fail
because they follow the worst practice approach of “provide and
pray”
IT unaware of the level of use of the social networks until usage
hits critical mass and may know nothing about the tools being used

8. Defining Success – IT Depends
•Corporate Culture
•Use Cases Implemented or Targeted
•Tool Maturity and Usage
•Changes over time

9. Getting Started
Areas to focus on initially
• Speed up information sharing
• Expertise sharing

10. › Ask questions and find answers faster
› Save time by sharing great projects and preventing duplicate work
› Meet colleagues with similar interests and relevant expertise
› Share news and announcements with the people who need to know
› Discuss major decisions and prepare for change
› Gather opinions and ideas from across the company
What Can I Do With Communities…

11. › Coordinate work for projects and teams
› Gain visibility and insight on what’s happening, and where
› Introduce new hires and get them up to speed quickly
› Discover valuable information that can help you get more done
› Stay connected on-the-go with Yammer mobile apps
› Build technical expertise & organic knowledge bases
What Can I Do With Communities…
continued

12. Continuing Success Trajectory
Focus on Specific Use Cases:
• Support introduction of new products
• Formalize Innovation
• Improve knowledge transfer
• Enhance customer knowledge
• Enable more flexible product and service pricing
• Improve Customer retention
• Support establishment for customer communities
• Support for continuous improvement
• Flatten management hierarchy

13. Reaping the Rewards
Areas of potential payback
• Reduce level of hardware investment
• Reduce inventories on hand
• Reduce staff
• Reduce travel costs
• Reduce communication costs
• Less need for specialized staff
• Direct cost savings

14. Measuring Value – Proving Success
Quantitative Measures:
• Number of Comments
• Number of blog posts
• Number of visits to blog posts
• Number of ratings
• Number of likes
• Number of images uploaded
• Top hashtags used in posts
• Dates and times of day of highest activity

15. Measuring Value – Proving Success
Qualitative:
• Analyze the comments – what do they tell us?
• Which posts have the most comments and why? Highest ratings, most
likes? Most controversy? Who is commenting?
• What type of images are uploaded? How are they tagged? What is the
business context?
• What are the top hashtags related to?

16. Measuring Value – Proving Success ….cont.
Qualitative:
• Analyze the comments – what do they tell us?
• Analyze number of images uploaded
• Top hashtags used in posts
• Dates and times of highest activity – analyze this to understand when to
most effectively engage your audience for the best results.

17. Network Maturity and Business Value
As the network matures the blend of where you focus effort will change:
• Employee Connections
• Culture Initiatives
• Sharing Industry Articles &
News
• Replace Meetings
• Team & Department FAQs
• Employee Recognition
• Any business-related function
or task done more efficiently
• Co-creating content
• Sharing best practices & lessons
learned (communities)
Experimenting Evolving Established
Adapted from Yammer

18. A Starting Point in Measuring Maturity
Measure Experimenting With
New Tool
Evolving Use Across
Org
Established as a Way of
Working
Everywhere
Network Engagement
(in this category the
metrics are additive to
each stage)
Number of Active
Users* acceleration of
sign ups
Active User Growth
Identified Influencers
Total Network Activity
Level (posts +
comments + likes +
follows of all users in
last 30 days)
User Coverage Gaps
(interactive users by
sub-organization)
Topics/Groups/Commu
nications (in this
category the metrics
are additive to each
stage)
Core groups created by
motivated few
Active users creating
new structures
Virtual Town Halls show
leadership participation
External networks are
created for regular
customers/
partners/suppliers
Communities of
practice connect
difference parts of org
Structuring around
business processes as
well as intersections of
communities of
practice becomes more
prevalent
Active Users = >1 interaction in last 30 days Interaction = joining a group, posting, liking,
commenting or following

19. A Starting Point In Measuring
Maturity…continued
Measure Experimenting With
New Tool
Evolving Use Across
Org
Established as a Way of
Working
Everywhere
Place in Technology
Stack
New Tool Tool for conversations
The ‘which tool when’
discussion happens
“Tool” discussion
morphs into how to
improve flow of
communications/work
No email days regularly
occur
Social layer –
integrating and
bringing content to line
of business apps
Capture of Success
Stories
Have to solicit use
cases to demonstrate
value
Power users tag wins as
part of normal business
Every member
recognizes to tag wins
small or large
Wins occur regularly at
ESN is part of the way
business is done
Scoping Starting small, project
or team trying it out as
better way to get work
done
Springs up in multiple
teams/projects,
sporadic use across
business
units/functions
Connections across
units forming, looking
for reuse & duplicative
efforts/projects
Way things are done
internal service
providers model shifts
to use as key delivery
channel

20. European Commission

21. ABB
Leader in Power &
Automation Technologies
150,000 employees globally
Over 50,000 using Yammer in
80 countries
Largest community is 2300
members in OPEX and
Product Management

22. Aon
70,000+ colleagues
Started with 19,000 active users

23. • Integrated approach to knowledge sharing
• Bite size pieces, add individual solutions together
• Great networks take a village
• Group moderation – peer pressure is very effective
• Custom solutions may be around for a long time
• Communications to launch solutions very important
Success Factors

24. Identifying Use Cases
• Tap into tenets of your organization
• Business value questions
• Objectives align with your business results
• Proactively provide hard and soft metrics
• Identify role of IT – opportunity to change relationship

25. Find Scenarios that have a Compelling Business
Case
25
Safety &
Sustainability
Shareholder
Value
Production/
Volume & Cost
Agility
Workforce
Effectiveness
Productivity
Cost efficiency
People
Engagement
Employee
Pipeline
Value Levers
• Reduce time searching for information
• Reduce time re-inventing deliverables
• Increase time spent on higher value-added tasks
• Reduce travel costs
• Reduce time/cost to upgrade skills
• Reduce cost of knowledge drain when employees
leave
• Create employee communities that build
relationships
• Socialise business ideas and foster innovation to
drive business effectiveness
• Enable employee self service
• Become employee of choice with a collaborative
culture
• Reduce time and effort to find key information and
SMEs
• Help employees make better business decisions
• Reduce error rates and misinformation
• Become employee of choice with effective safety
culture
Value RealizationObjectives

26. Spectrum of Scenarios
Scenario 1
Scenario 2
Making
Meetings
Better
Support
New
Systems
Scenario 3
Source: ManyWorlds

27. Beginning Social Communities
Identify the Other (Informal) Leaders Willing to Go the Distance
Metric: Core group of key people who will support journey.
The Edges Define the Middle
Metric: Number and type of use cases expressed by different parts of the organization.
Engaged Users
Metric: Number of engaged users.
Track Serendipitous Success
Metric: Number and type of #esnwins.
Showcase a New Form of Collaboration to Management
Metric: Types and numbers of engagement activities.

28. Engage Users in Shared Spaces
www.StreamingItOutLoud.com – Free app for Yammer
Stream Yammer feeds for events, communications & communities

29. Synxi.com – Expertise & Knowledge Discovery for
SharePoint 2010, 2013 & Yammer
Posts Most Relevant to You
Expertise (based on the post and relevant expertise levels
derived from users’ actual actions and interactions)
Contextualized Knowledge Discovery
(based on the context of the specific post and your interests)
synxi ®