1. with Social Media Workplace Culture and Change Management Ian Graham, Bank of Montreal www.iangraham.org, ian.graham AT bmo.com

2. IT Strategist.. landscape themes examples discussion Ian 2.0

3. Landscape blogs wikis IM Google Apps texting FaceBook Myspace 2’d life World of Warcraft Web 2.0 LinkedIn Web Conferencing del.icio.us geocode p2p mashups SharePoint Flickr Orkut

4. Goals customers marketing, communication agility, efficiency partners Sales, service Don’t want to be left behind

5. Themes

6. Horizontal Community Control Risk Technology Culture H Com R Con T Cu

7. Horizontal = non-hierarchical Organizations are hierarchical  cultural barriers, conflict, misunderstanding Horizontal

8. what where many value ?Community

9. Control

10. Control management... trusted behavior key to a community high performance culture

11. Risk

12. reduce uncertainty need uncertainty unknowns HPC

13. Technology

14. IT timeline web 2.0 timeline tech driver goals conflict...years...months...risk mgmt...You bet! Technology

15. Technology Barriers

16. non-standard technologies management model different service levels skills, expertise

17. Culture

18. Data WorkplaceGeneration Y use emaildon’t use email don’t use IMuse IM little social networkingsocial Network hub create then collaboratecollaborate to create

19. Symptoms Who will we assign to update the wiki? No blogs – I don’t want the wrong message to get out! It would be good for me to have my blog: can I get someone from HR to write it? How will we control this? Everyone else is using Word, email – I don’t understand why we want to do this ComRConCuHRHCom CuTR ConH Horizontal CommunityControlRiskTechnologyCulture

20. Critical Success Factors Who will we assign to update the wiki? No blogs – I don’t want the wrong message to get out! It would be good for me to have my blog: can I get someone from HR to write it? How will we control this? Everyone else is using Word, email – I don’t understand why we want to do this Executive education and understanding Executive sponsorship / leadership Policies, guidelines, and communication Training, focused implementations, and early successes.

21. What to do?

22. clear goals start small learn as you go build on success leverage change

23. Keys to Success know prize clear candidates sponsorship right technology clear goals incentives, policies training, support track

24. alt.... (2) steering committee playbook understand culture decide what to share start small great pitch patience evangelize

25. Example Successes

26. Blogs at Sun (2005) Prize Project Sponsor Technology Goal Policies Training Track customer relationship let anyone blog CEO (Jonathan Schwartz) anything let people know what we are doing! Provided up-front, public included in roll-out usage, good PR, no problems,

27. Contact Centre better call handling Staff instant messaging Contact Centre VP architectural standards faster, better written, published and shared Roll-out included training, support reduced call length; improved customer satisfaction scores Prize Project Sponsor Technology Goal Policies Training Track

28. Project Wiki (A) better collaboration Use a wiki to document ideas, work Director Twiki (non-standard) not clear.... no clear incentives, policy Limited training, support provided. limited use, fallback to standard tools (Word, PPT, email) Prize Project Sponsor Technology Goal Policies Training Track

29. Project Wiki (B) learn social networking / collab Use a wiki to document ideas, work Managing director mediawiki (non-standard) clear: specific projects, deliverables strong incentives Limited training, support provided. Results – t.b.d. Prize Project Sponsor Technology Goal Policies Training Track

30. That’s it for me! Your experiences? Your feedback? Your ideas? http://www.iangraham.org/talks/