Category Archives: Events

IBM Connect 2013 Notes: Reinventing the Inbox – Ed Brill

This is another in a series of my notes on IBM Connect 2013. I am very pleased to be back again after the last two years thanks to IBM’s support. Here is a summary of my notes for 2012 and 2011. These notes cover the Monday Press Session: Reinventing the Inbox with Ed Brill, Director, Social Business & Collaboration, IBM.

I first meet Ed Brill in person at the 2011 Lotusphere. He remembered our phone interview six year earlier when I was collecting cases for blog book. Here is that interview: Blog Cases from 2005: Ed Brill on IBM, Collaboration, and More.

Before I get into the session I want to mention, Ed’s excellent new book, Opting In: Lessons in Social Business from a Fortune 500 Product Manager. I had a chance to preview the first few chapters. As I wrote in response to this preview:

Opting In is an important book that takes social business beyond external marketing to provide practical guidance on how to drive significant business value through enhancing human interactions within the enterprise.

McKinsey’s research has demonstrated many quantified benefits here and Ed shows you how to realize them. I look forward to reading the rest of the book.

Ed runs product management for messaging, collaboration, and unification products. The two big new things this year are improvements to existing apps through Social Notes 9.0 and IBM docs.  Ed said that email has become dysfunctional and needs to be transformed.

Adding social capabilities will greatly increase its efficiency and I would certainly agree. Some of the content that used to be in broadcast emails has already moved to social apps for good reason. But there needs to be changes to email itself. This is happening in several ways.

There is embedded experience so that email alerts can come into other apps you are working on. You can respond to the email without leaving the other app. Another major change that is coming is to use analytics to prioritize your mail so the most relevant messages come to the top of the email inbox, replacing the simple chronological order that has been standard for some time.

There could be several different types of filters for this prioritization such as skills, team membership, location, or relevance to a project you are working on. Ed said that one challenge will be getting people to trust the prioritization.

Within IBM as an organization, Connections has replaced the portal as the first place people go. Now you can have mail within Connections so you do not have to leave it. There is also a discovery engine that teaches people how to use the new features. One capability I really like, is the ability to act on a message directly. For example, you might get a request from HR in an email that requires using an HR app. You can respond to the request directly in the email without having to go to the app.

I have covered IBM Connections in depth recently on this blog (see IBM Connections 4.0 Expands Its Social, Integration, and Analytic Capabilities). For this post I spoke with Suzanne Livingston, Senior Product Manager for Connections on the 4.0 release. I have covered Connections a number of times before (see for example, Review of IBM Connections 3.0 and IBM Connections: Analytics + Social).

Ed talked a bit about activity streams as they also have this embedded ability to respond to requests from apps. Email and activity streams are now two parallel communication channels. Activity streams are for public information, as many people can see them. Ed said they can be useful for discovering new information. Email remains the channel for private communication. It is still necessary but some of its uses have moved to better tools. Here is a list of features for Notes 9.0 from the IBM product page.

  • Provides an easy-to-use, single point of access to everything you need to get your work done quickly, including business applications, email, calendars, feeds, and more.
  • Lets you tailor your work environment with widgets that bring social communities that are important to your job, both within the enterprise and across the Internet, right into your peripheral view.
  • Enables you to work with people right at the point of context with social tools weaved into the work experience, allowing you to pivot to the tool you need, such as business cards, presence awareness, instant messaging, and more.
  • Helps you quickly locate the people and content you need through integrated access to social tools from IBM Connections and IBM Lotus Quickr® software, including profiles, activities, team places, and content libraries.
  • Offers advanced replication technology to enable you to work with email and applications even when disconnected from the network.

Sometimes changes to becoming more social can have unintended consequences. For example, Ed mentioned a CEO who started a blog to more directly communicate with his workforce and allow for two-way exchanges that email messages did not promote.  Employees were so pleased to have a communication channel with the CEO that many comment threads got pushed into topics unrelated to his post. So he set up a second app, called the Speaker’s Corner, to allow for these comments. This allowed his first blog to stay more on topic.

Ed said that Notes use remains very active. In fact, many clients who let their Notes licenses expire are coming back. The added social features are one driver of this re-engagement.

IBM Docs also has integrated social features. You can open a document and invite others to collaborate on it in real time. In
traditional word processing you designate a file name and place it in a file structure. It is document oriented. IBM Docs is more people oriented. You open a document and place in a location such as a team workspace within Connections, not an abstract file structure.

Then others can be invited into this workspace. I see this people orientation as a great improvement and one of the shortcomings of MS Word and SharePoint. IBM Docs can work in the cloud as IBM SmartCloud Docs is a cloud-based office productivity suite, which allows users to simultaneously collaborate on word processing, spreadsheet and presentation documents. Here is a sample screen is on the right.

Notes can also be in the cloud. IBM recently did a study on the cloud and found that organizations – both big and small, across geographies and in virtually every industry – are embracing cloud as a way to reduce the complexity and costs associated with traditional IT approaches. Almost three-fourths of the leaders in their survey indicated their companies had piloted, adopted or substantially implemented cloud in their organizations – and 90 percent expect to have done so in three years. And the number of respondents whose companies have substantially implemented cloud is expected to grow from 13 percent today to 41 percent in three years.

There is also extensive mobile support including client and client-less (HTTP, browser based) access options and seamless
network connectivity as you roam. There is optimized network utilization to reduce data transmission and connection costs. Notes Mobile Connect also supports a wide range of device types – mobile, desktop, laptop – for security-rich connection into business infrastructure. It is nice to see that Notes in alive and well and entering the social age. This move should ensure its longevity.

IBM Connect 2013 Notes: Tuesday Opening Session

This is another in a series of my notes on IBM Connect 2013. I am very pleased to be back again after the last two years. Here are my notes from 2011 and 2012. Bob Piccano, IBM General Manager led the opening session. The theme was the rise of social business – moving from liking to leading. These notes are real time so please forgive any typos.

Bob Piccano opened the session. He mentioned that this was the 20th year at this conference.   He has moved to a new post that includes leading the big data efforts across IBM.  He introduced Adam Klaber, Managing Partner, New Markets, who is working on big data among other things. IBM is moving from systems of transaction to systems of engagement. This has major transformation implications. I have written about this a bit (see for example, Integrating the Interactions with the Transactions and Integrating Transactions and Interactions: A Fable).

Adam said that customers are leading the conversations that define brands. Partners are interacting to accelerate business value. Employees are using social media in all aspects of the their lives, including work. Organizations are crowdsourcing ideas to bring better solutions.

Adam mentioned the four I’s: Interact, Inform, Integrate, and Innovate. Each builds on the other. This shift is enabled by technology supported social interactions. They are releasing a study on how companies are moving forward in social. Over half of the organizations are shifting their investments to social technology. They are also looking at the cultural change. IBM is doing more than technology but also helping with the social change. They have formed a cross-disciplinary group on front office transformation and a center of competence in this space. He moved to client examples in healthcare, retail, and government. He began with healthcare.

All of these cases make use of IBM Connections. I have covered IBM Connections in depth recently (see IBM Connections 4.0 Expands Its Social, Integration, and Analytic Capabilities). For this post I spoke with Suzanne Livingston, Senior Product Manager for Connections on the 4.0 release. I have covered Connections a number of times before (see for example, Review of IBM Connections 3.0 and IBM Connections: Analytics + Social).

Dan Pelino came out to discuss healthcare and the other cases. There is now a huge increase of people getting healthcare benefits in the US.  Thirty million new people are coming into the system. It is the largest single change for any industry. It will change everything including the use of technology.

Dan began with Blue Cross Blue Shield of Massachusetts. I was a subscriber of this Blue Cross for years when I lived in Cambridge until I recently moved back to New Orleans. Bill Fandrich, the CIO of Blue Cross Blue Shield of Massachusetts spoke. They have been dealing with universal coverage since 2006 when Massachusetts passed the first laws in this area. When they started today’s smart phones were not in the market, yet these devices are now the primary ways members access their benefits.

There is now a new paradigm, out pacing Moore’s law on change with growth of over 45% per year. The real question is whether they are getting insights from the massive amounts of data or is this just an expense. There is now coverage for 411,000 uninsured residents and only 1.9% remain uninsured. Blue Cross is the glue that connects members and providers. They look at all the touch points in the process.  They keep a 360 view of their members to provide better care at less cost. They want to provide more personalized health care. I have received calls on some of the issues he raised.

Next, Maree Foti, HR manager at David Jones, a department store in Australia, spoke. They have 36 stores with 8,000 employees. They are the oldest department store still on their original name.  They started a working group to have more two-way communication with employees. They needed a platform with two-communication, anywhere, anytime while complimenting existing infrastructure. They started a pilot of IBM Connections with 1,000 employees. They have 65% take up in three months. There are also behavioral changes.

Usage is strong with 64% accessing the system several times a week. More than 55% believe it will enhance two-way communication. The top three benefits: increased knowledge of the firm, more direct link to leadership team, and a greater sense of community and collaboration. Her three top tips: bring the platform to life for users, focus on content, content, content; and engage champions at all levels of the business.  Moving forward their focus is changing to find ways to obtain business benefits. They want to create a platform for social business.

Dan next introduced the government example. Municipalities affect how we live so better participation in good for everyone. Jeff Rhoda, General Manager, IBM spoke. We are all touched by government. The issues that have been discussed all apply to government: big data, collaboration, analytics, cloud, and mobile. For example, police can use analytics to predict where crimes will occur to prevent them before they happen. I have seen the TV commercial about this.

Dan introduced Mike Van Milligen from the city of Dubuque to discuss how they engaged citizens to help with local challenges. They have come back from population loss and economic downturn to create a growing community that is sustainable. They use smarter technologies to give new information to citizens and business to save money. If you give people the right information, they will make smarter decisions. Water was the first example. Thee hundred volunteer households were given a portal looking at water use. It resulted in a 7% reduction in water use and 800% increase in water leak detection. The also did a smarter electricity study with over 1,000 participants. They received a 4 – 7% cost savings in electricity. Over 70% took actions to converse electricity. The state officials in Iowa are looking at these projects for state-wide use. Next, they are wrapping up a smarter travel study. They are developing better bus routes.

Mike said the lessons include:

  • Incremental change is best
  • Synthesize and analyze large amounts of data from unrelated and unstructured sources
  • Reach people on through multiple channels

They are focused in creating a sustainable model for cites under 200,000 people where 40% of the US population lives. They revamped their riverfront. They have a population of 60,000 but 3 million live within a 100 miles.

Dan concluded the three part case examples and Bob came back to wrap up the morning session. He began an architectural discussion with systems of record. There are now machine-to-machine interactions. At the top end of the stack you have systems of engagement.  A big data platform links the two. Content is curated and made useful for analytics and subsequent decisions. They are releasing a new version of IBM Social Analytics, formerly known as Cognos. It will be available on a SaaS model. The platform allows big data to be used at the point of impact.  There is interaction data, attitudinal data, behavioral data, and more.  An airline manufacturer saved 36 million in shorter service calls, another client process 17 billion bits of data on a daily basis. They have now 300 business partners in this space and have released their Stored IQ product.

 

IBM Connect 2013 Notes: Creating a Smarter Workforce – Panel

This is another in a series of my notes on IBM Connect 2013. I am very pleased to be back again after the last two years thanks to IBM’s support. Here is a summary of my notes for 2012 and 2011. These notes cover the Monday Press Session: Creating a Smarter Workforce with Rudy Karsan, CEO, Kenexa, an IBM Company; Jonathan Ferrar, VP Strategy & Product Management, Smarter Workforce, IBM; and Tim Geisert, CMO, Kenexa, an IBM Company.

It was asked why Kenexa decided to be acquired.

Rudy mentioned the opportunity to change the world with IBM support. The IBM name and capabilities allows them to go beyond what they could do on their own.

It was asked about the recruiting process. 

Rudy mentioned KSA (knowledge skills, and attributes).  These dimensions are the traditional ones used by HR. Now a fourth dimension is culture. As an example, for culture issues, they can look at all the data points to see predictive factors for profitability and then what is driver of these sales. For example, at AMC movie theaters it was popcorn sales and the manager was the major driver of popcorn sales. So they can look at how the manager can drive sales to spread the activities of the successful ones.

Home Depot ran three tests for their on-the-ground store personnel. One was the IBM-Kenexa model and it led to significant increases in revenues per sales person. The approach of the sales people was a driver here. The big data also said that the number one driver of turnover was the length of commute of the employee.  It took a big data look to discover this, even though it makes sense. How you handle this is tricky so you are not discriminatory and subject to law suits. One approach is to raise the commuting issue and let recruits self-select.

The benefit for the employee is having a better chance to find a meaningful job. This discussion has helped people find work that is meaningful to them. Many people are unsure about what they want to do. The tools can help with channeling into the right work and then succeeding. The tools are not perfect but predictors.

It was asked about the fact that people do not always give honest answers to interviews.

Rudy said there are authentication steps but it is not precise. The tools are to help people make better decisions, not eliminate people and make decisions for them. Their model can predict which people will stay at up to 95% reliability. This helps with workforce planning. It also helps identify issues before they happen and make corrections.

A case example was given where a company was having trouble filling some key jobs.

Kenexa came in and interviewed. They found that this was seen more as a transition job.  So they needed to find people who wanted a transition job.  They filled the jobs in 6 weeks that had been open for 6 months. The people are still with the company in different positions.

Behavioral science has changed in the last 15 years. If you can provide people with more awareness about the job, the more likely they are to stay. You need to better empower people to make decisions. They are introducing not just smarter HR but smarter workforce. We are helping people better self-manage their own tools.

Social learning with Connections and Kenexa was the next topic. 

Rather than connecting people in a room, a company used Connections for virtual social learning around product development. It led to more collaboration and brought a new product to market sooner. This occurred because it tapped into a wider portion of the company so there was some crowd sourcing.

It was asked does data only give you correlation or can you find causation?

The big data science can look at what likely causes the correlation. Then you can move to validation to find causation.

Rudy said at the end of the day the smarter workforce is about the individual.

People do want to be better.  However, they distrust corporations since they see them only interested in profits.  These tools do help people become more engaged because they feel more connected to the company.

IBM Connect 2013 Notes: Four Major Trends Shaping Social Business in 2013

This is another in a series of my notes on IBM Connect 2013. I am very pleased to be back again after the last two years. Here is a summary of my notes for 2012 and 2011. These notes cover the Monday Session: Four Major Trends Shaping Social Business in 2013 and Beyond with Beverly Macy, CEO of Gravity Summit LLC & Huffington Post Columnist; Mark Fidelman, CEO of Evolve! & Forbes.com Columnist; and Sandy Carter, VP, Social Business Sales.  Here is my review of Mark’s new book, Socialized.

Mark said that being precise is hard these days but trends can be seen. Mark reviewed the four trends they will discuss. He then asked Sandy how marketing in the social age is different. She said that IBM sees social moving beyond marketing. For example, one firm is using social to capture ideas from a retiring employees. IBM is leveraging influencers on Twitter and other social media to help with their messages.

Mark asked Beverly if we still need a CIO? She said yes. In fact, the cloud will be bringing more work back into IT. Many companies are having trouble dealing with the idea that social will effect all areas. There is a lot to manage. How will different departments engage with each other? How does a tweet that needs answering get routed to the right people within the enterprise? What are the legal aspects? Are you allowed to tweet about your work on the weekend?

Mark asked Sandy about influence marketing. She said that 20% of your customers influence your other customers and 15% of your employees influence what everyone else thinks about the company. Word of mouth is more trusted than traditional marketing. Over 90% of people trust their friends. She gave the example of Mark as influencer. If she can get him excited about an IBM idea or product, he might tweet to thousands of people.

Mark asked Beverly if firms should get rid of traditional marketing. She said no. Traditional marketing still works. Influencer marketing is an amplifier. Traditional marketing should not be abandoned but still need the influencer marketing.

Sandy said they worked with an investment bank and identified their influencers. They built a relationship with an influencer and got him to recommend their offerings. Beverly said that social has come into traditional marketing like Twitter hashtags on TV ads. Sandy said there are three groups to reach; digital natives, digital immigrants, and those who use traditional means. Now you need to reach all three but over time everyone will be digital natives.

Mark asked Beverly about how big data can help sales. She said that big data have been around a while but what is new is the social data. It provides context to traditional big data. She said that predictive analytics will become much better at focusing sales.

Mark wondered why more people are not on Twitter. Beverly said you still have a lot of non-digital people in sales.  Sandy said that sales analytics can be very useful on Twitter. Sentiment analysis is useful. Are findings a trend or a fad? One European energy drink company saw their image shrink. Michelle Obama had said that energy drinks are a source of childhood obesity. This will be a trend that may last since she has great influence.

The Obama campaign used predictive analytics. They interviewed likely voters and profiled them. The tested messages at the door and on the phone and fine tuned them. They also used influencers. There is much more. Sandy said the Obama campaign used mobile very well and 68% of social is done on mobile.

Beverly said that people do not take smoke breaks any more but they take Facebook breaks on their own smart phone.  She gave the example of a person getting a coupon for a store as they walk pass it. Some people may find this spooky but they can opt out. Others will find it useful.

Sandy said that on a clothes store has an automated tracker on the cloths hanger that says how many people liked the item. In Asia they have pictures of the product on the subways. You can take your phone and take a picture of the product and order it and/or recommend it.

Beverly said there was dating service that would cause your phone to go off when you walked by someone else on the service with a similar profile. They had to turn it off because it caught too many married people who were secretly on the dating service.

Mark told the story about a father who discovered his daughter was pregnant because she was getting baby ads from Target based on their analytics. Sandy said that younger people see less separation between work and their personal life so there will be less issues about privacy. Beverly said security will also get better even as the concerns might decrease.

Sandy said 57% of social business efforts fail because of adoption issues. So they worked with clients to create ten steps to succeed in adoption. Changing culture is one. Another is how to get buy-in. Then how do you sustain engagement? Gamification can help. One company used gamification to bring back customers who had gone to a competitor.

Beverly said the hard part is changing entrenched old school culture to accept social. This is as big as Six Sigma as a transformation.

Mark asked Beverly if most CEOs will need to be social within five years? Beverly said boards will be looking at the digital footprint of candidates to evaluate them. To succeed CEOs will have to become social. They will need help. Beverly said that this can be a role for the CIO and enable them to become more strategic.

Sandy talked about the IBM Social Business Agenda. It includes:

Align organizational goals and culture

Gain social trust

Engage through experiences

Network your business processes

Design for reputation and risk management

Analyze your data

Mark asked what can companies to do with the skill gaps in social? Beverly said it starts with education. They need to become strategic. Companies have to make a commitment. She is concerned that there will be a major skills gap and not enough people with the right skills. Companies are going to start hiring but they may not find enough skilled people. Also, companies will look more at individual’s Klout score to rate them and determine how much service they get.

Mark about what to do with people who say they will not go social. Sandy said that some companies have used gamification to move the resisters. Mark asked about the difference in cultures between IBM and Apple. Beverly compared that Coke has never had a spokesperson and Pepsi is very personality driven. Either strategy can work. Apple is now suffering from being icon driven and the lost of their icon. Sandy said the employees are the best marketers. You need employee engagement to get client engagement. IBM has been very open to letting their employees speak for the firm. I wrote about this issue last year (see Why Apple Needs to be More Like IBM), as did Mark (see Why Every Company Needs To Be More Like IBM And Less Like Apple).

IBM Connect 2013 Notes: Monday Morning Press Q&A

This is another in a series of my notes on IBM Connect 2013. I am very pleased to be back again after the last two years thanks to IBM’s support. Here is a summary of my notes for 2012 and 2011. These notes are real time so please forgive any typos.

These notes cover the Monday morning press Q&A with Mike Rhodin, IBM Senior Vice President, Software Solutions Group; Alistair Rennie, IBM General Manager, Social Business; Craig Hayman, General Manager Industry Solutions, and Rudy Karsen, CEO, Kenexa – an IBM company.

Mike began by talking about big data. Traditional data processing had a set order. Now we need to be more flexible and adaptive based on what we learn from analytics looking at big data. This capability has to be woven into everything that is done in the workplace. Supporting employee engagement is key as it leads to better customer experiences and increased revenue. Computers need to be taught rather than programmed so they can continue to learn, like Watson.

Alistair continued with more social business opportunities. IBM found that 82% of CMOs plan to increase spending on social media. IDC has ranked IBM as number 1 in the social business market for the past three years. They now have an employee experience suite to go along with their customer experience suite. The next release of Connections will have greater integration with enterprise content, as well as content outside the enterprise at sites such as Facebook and Twitter.

Rudy and Craig joined the group as it was open to questions:

The first one was on roles within IBM.

Senior VP ranks above General Manager.  Mike has four General managers reporting to him including Alistair and Craig.

It was next asked about learning, OutStart, and Kenexa which also led to their acquisition strategy.  

I like that a Boston based firm worked with OutStart on their blog before the Kenexa acquisition. IBM sees great capability here to integrate into their efforts. They had already started work in this area even before the acquisition. Connections will connect with the Kenexa 2x platform.

Rudy explained how their survey capability can be used for talent management. First they survey to find key managers. Then they use these characteristics to develop an assessment model for all potential managers. He      said the survey business is evolving.  On one hand it is getting less complex and on the other big data makes things complicated.

Mike said that social and analytics are interconnected. This is part of the excitement of the Kenexa acquisition. Mike said there will be more acquisitions in his Solutions Group. They are looking a lot at front office digitalization. Here are more of Mike’s ideas on acquisitions and convergence.

Craig gave an example of how the capabilities of different firms they are acquired are interwoven. Mike said they are looking to provide a single integrated solution. Customers often have to go to many different vendors to solve their business problems. IBM wants to provide total solutions. They also want these solutions to be flexible and draw on many options, including those from other vendors or open source.

It was asked about how stricter privacy laws in Europe affect the analytics.

Rudy said they use different capabilities to adapt to country laws. They also centralize the data to keep individual data private. Craig said that all of their acquisitions are in the leadership quadrants in their space. Mike said they have been very careful in their acquisitions. They do not want to give up best of breed to have integrations.

It was asked about the competitive landscape in the social space.

There are start-ups such as Jive, Yammer, Box that have gained mind-share. Mike said many of these companies offer a “freemium” model to gain market share. IBM has ranked number one in revenue for the past several years. Many of these tools are standalone tools. IBM is building an integrated platform and they are unique in this goal. Craig added that many IBM partners are building Connections integrations.   AppFusions is one of these with integrations with Atlassin JIRA with Connections and SameTime.

It was asked about the fit of IBM products and Connections for smaller organizations.

Craig gave an example, the marketing center that was shown this morning. The marketing center runs in the cloud. There is no software and hardware to install. This makes it easier for small businesses. IBM is making money in this business. Mike said this is the key metric of success.

IBM Connect 2013 Notes: Opening Session

Updated Feb 2/2/2013: Added recorded video at bottom of post, if you want to see it in complete!


This is the first in a series of notes on IBM Connect 2013.  I am very pleased to be back again after the last two years thanks to IBM’s support.  Here are my notes from 2011 and 2012.  These notes are real time so please forgive any typos.

Alistair Rennie, IBM General Manager led the opening session which began with a very loud and good rock band. They said this was the earliest performance in 30 years. The band was They Might Be Giants.

Alistar asked if we were awake after the performance.  This is the twentieth year of Lotusphere.   In the next 20 years IBM is going to focus on how to empower people.  I was at the 2000 Lotusphere with a client presenting one of the first SameTime and Quickplace implementations with Ryder.

He then introduced the actor, Joseph Gordon Levitt who started a web site, HitRecord.org, to promote creativity. You can upload music and videos. Then anyone can download it and build on the creation. This is to promote collaboration.  One of the videos was A man with a turnip for his head.   The moral was live with what you have and do not try to hide it.

They have created a positive community around the site.  This is counter to what happens sometimes in Hollywood.   It was started by Joseph and his brother it started slow and positive.   He rewarded good work, rather than trash stuff.   It makes people feel good and willing to put their art on the site.   He also said much creativity is built on past work.   So people need to let go of their sense of ownership, at HitRecord.org when you upload material,  you give others the non-exclusive right to build on it.   For example, “A man with a turnip for his head” was a poem.   Gary Oldman read the poem and they took audio and put it on the site.

Then he requested the community to make illustrations, then another request was made for an animated film based on the narrative and the winning illustration. Then he asked for music and that was added. 29 different people contributed and they contribute the profits to this group.  They have about 150,000 members. At each step members vote on everything, including how much each contributor should get.

Alistair took a video of the crowd to contribute to HitRecord.org. He said “The site is a great living laboratory for collaboration”.  He then talked about being a member of bike riding community. There is an online community to support their efforts and other riding groups. Looking at what others are doing, encouraging them to start performing better. Community plus competition can drive performance.  Getting everyone involved is key. Connection is key. I would add that application integration is an important part of this connection.

The IBM Social Business Platform is now licensed by 60% of the Fortune 500. This platform was featured next. Sandy Carter and Jeff Schick demonstrated the social platform. Sandy said that social is a life style change.  So IBM did both technology and a methodology.   Now they have introduced a best practice adoption program.

Luis Benitez showed how a sales manager can be supported to run his team. He built a sales hub for his sales team community using out-of-the-box capabilities. Their content “gets social” to obtain the collective wisdom of their group. There is multi-way video for conversations available for laptops and tablets.

Next, an interactive table top by Foresee, where you can see and manipulate the content through multiple means including drawing on the table. You can drag people into the team and then provide them with guidance.

Luis next showed Notes 9.0 Social Edition that combines mail with social. Email messages can be made social. File Sync allows you to integrate with iPad, Mac, Windows, etc. IBM Docs will allow multiple users to edit docs at the same time.

Sandy said that an IBM study found 57% of CEOs believe social is a key driver. One senior exec said social revealed one company’s culture. Connections will have another release, as will SameTime.  Everything will be available in the Cloud. They also have Adoption Services & Strategies along with Customer Council.

Bosch’s use of social was the next topic. Their CIO spoke. Bosch offers automotive, industrial, and consumer products. I had a Bosch dishwasher, washer, and dryer recently and they were the best examples of those appliances I have owned.  They promote collaboration and diversity through a social business strategy. IBM Connections is their platform for this company wide collaboration. They started with pilots, but will open it to everyone soon. Community managers are key to success for this to work.

Craig Hayman next spoke about Steam-punk, a new trend. They found this using social analytics. Customer experience is more important than ever before. You need to turn them into advocates by listening for what they want and then acting on it. For example, 50% of customers are using mobile devices in stores. Social analytics were demonstrated using a climbing gear company, Greenwell Sports, case example. I am very familiar with this space as my daughter is the Editor of Alpinist Magazine. There is a lot of gear talk in this space and much discussion on the Web. The firm using Facebook, Twitter, and other means to link back to the right gear on their site. It has resulted in huge increases in sales. They built a community around canyoneering with Connections.

ING is a company that looks at where abandonment occurs and built in remedies. Expedia and Shop.ca, did the same thing. Jeff Bowman from Caterpillar next spoke. Now customers often start online. This undermines their traditional face-to-face selling approach. So now they are adding social online to remain competitive.

Social recruiting was next covered to demonstrate some of the Kenexa capabilities. The applicant starts with an assessment. Then analytics are used to find the best match. Once selected an on-boarding portal streamlines the process. There are collaborative social learning experiences to share expertise. The many resources that are available are easy to find.  Questions can have a video context to better explain what is needed and get better answers.

Mike Rhodin spoke next. He said it is the 11th time he has spoken here. Introducing Neil Armstrong was his best experience.  IBM now works as social enterprise. I have interviewed Mike on a number of occasions and really appreciate his big picture thinking. He said that big data is allowing us to see patterns that were not thought of before. This is allowing businesses to transform and re-invent themselves. They can target individuals rather than simply segments. Mike said that analytics is key and I could not agree more. Social opens up content to be mined through analytics. Mike said analytics is the new language of business and IBM is investing heavily here.

I am about to run out of power so I will post now.  More later.


Updated Feb 2/2/2013: Here’s the video of the Opening Session – Day 1!

Watch live streaming video from ibmsoftware at livestream.com

AppFusions is Fired Up for IBM Connect 2013 – Bring.It.On.AGAIN

It’s been a great last week, as AppFusions has been closing down on many preparations for the imminent IBM Connect 2013 conference in Orlando, Florida from Jan 27 – Jan 31. We are sponsoring an exhibitors booth at the event, and can’t wait – it’s going to be a great event.

Further, last Wednesday we received a mail notifying us that we’d made the cut for a stage demo at the 2nd annual “App Throwdown” event – an open demo/contest for OpenSocial application integrations into IBM platforms.

Here’s a video of last years, where we were sitting in the audience. Now, maybe we’re app integration geeks or something, not sure — but anyways, for us this event got us into quite a bit of an excited tizzy! It screamed “APPFUSIONS!”

After the session we all mutually agreed: “WE need to be on that stage next year!”

And now we will be! Yay!

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In the last week, our development team has continued working hard at putting in many last minute polishes to show off IBM and Atlassian software, together, for the following integrations:

  • IBM Sametime in Atlassian JIRA, Confluence, Stash, Fisheye, and Bamboo
  • Atlassian JIRA, Confluence, and Stash in IBM Connections

Here’s a preview!

For the IBM Sametime integrations, Atlassian customers running JIRA, Confluence, Stash, FishEye, Bamboo can natively work with an embedded Sametime client available to them in context inside their Atlassian tools.

Wherever a user’s name shows up in the interfaces, presence indicators tell you whether your colleague is available to chat. If green (available), right click on the presence indicator and start a chat on the fly.

Bring in other colleagues for group chat, or if your IBM Sametime subscription allows for video conferences, go ahead — launch into those too — all from right inside your Atlassian tools!

As for the IBM Connections integrations, of course these are a bit different – but also super convenient to bring together platforms, and more, workflows.

Feature highlights include:
  • From IBM Connections, launch the sharebox and log a JIRA issue straight-away from IBM Connections.
  • Atlassian JIRA, Confluence, Stash (and Bamboo, coming) activity is pushed continually in real-time into IBM Connections, with:
    • live contextual / actionable links back to your Atlassian systems – or,
    • you can launch a JIRA embedded experience for commenting or status dispositioning, from IBM Connections.
  • Atlassian Confluence is integrated into IBM Connections as the “wiki of choice”. (From the Apps menu, find Atlassian Confluence wiki at your fingertips.)
Finally, if you are one of those mobile types (aren’t we all?!) — we’ve got you covered there too. Directly within IBM Connections’ mobile application, find native JIRA and Confluence application nodes!

As great as all this is – it’s only the beginning!

AppFusions will be continuing to feature develop these integrations throughout 2013.

We can’t wait to see how they evolve, with the help and great ideas of IBM and Atlassian customers who in our experience, like AppFusions, simply want to “bring it together!”

(Keep in touch, if you would like more info!)


So come visit us at the show. We’ll be at booth B57, right on the way into (or out of) the keynotes!

You won’t be able to miss us — we’ll be the ones with the gigantic Atlassian Experts sign, and bright colored AppFusions sign like the one below!

Note: AppFusions’ Bill Ives will also be covering the event daily on this blog beginning Jan. 28. Hope to see you there!

Get excited – 5 days left!

Look out for our new banner !!

Complete Listing of My Enterprise 2.0 Innovate 2012 Notes

I was pleased to attend Enterprise 2.0 Innovate on the West Coast for the first time. It occurred November 12 – 15 in the Santa Clara Convention Center. Here my notes from this year’s Enterprise 2.0 2012 conference in Boston. Here is a complete listing of my notes from the event.

Enterprise 2.0 Innovate 2012 Notes: The Right Way to Select Emerging Technologies for the Enterprise – Part One

Enterprise 2.0 Innovate 2012 Notes: The Right Way to Select Emerging Technologies for the Enterprise – Part Two

Enterprise 2.0 Innovate 2012 Notes: Living the Hybrid Enterprise

Enterprise 2.0 Innovate 2012 Notes: Tuesday Keynote

Enterprise 2.0 Innovate 2012 Notes: From Project Portfolio to Innovation Funnel

Enterprise 2.0 Innovate 2012 Notes: Wednesday Keynote

Enterprise 2.0 Innovate Notes: 2012 Preventing IT Sprawl

Enterprise 2.0 Innovate 2012 Notes: Tools and Techniques for Visualizing Big Data

Enterprise 2.0 Innovate 2012 Notes: Beyond Adoption

Enterprise 2.0 Innovate Notes: Big Data: Everyone’s Challenge

Enterprise 2.0 Innovate Notes: Open Innovation

Enterprise 2.0 Innovate Notes: Bringing SaaS Innovation to the Enterprise

Enterprise 2.0 Innovate Notes: Beyond Team Member Engagement

Here are the E 2 Innovate Notes from my Merced Group Partner, Catherine Shinners, who covered additional sessions.

E2Innovate: Innovation Inside and Out

E2Innovate: A Collaborative Enterprise: Thoughtworks Leads the Way

Enterprise 2.0 Innovate: Beyond Adoption to Social Process Transformation

Enterprise 2.0 Innovate 2012 Notes: Bringing SaaS Innovation to the Enterprise

I was pleased to attend Enterprise 2.0 Innovate on the West Coast for the first time. It occurred November 12 – 15 in the Santa Clara Convention Center. Here my notes from this year’s Enterprise 2.0 2012 conference in Boston. Here are my notes from the 2012 session: Bringing SaaS Innovation to the Enterprise, led by Elias Dayeh, Director, Business Operations, Axcient, Inc. and Jeff Teddleton, VP of Operations, Axcient, Inc. Here is the session description.

“As we move from Software economy to the App and API economy, IT needs to adapt the way it works. CIO’s must move from being Chief Infrastructure Officers to “Innovation and Intelligence”. Adopt new technologies, don’t fight them, you can embrace the ever-changing technology landscape to provide business value. Walk through how we moved to SaaS applications, removed capital spend, improved collaboration and refocused the IT team on providing business value.”

Jeff began by saying he is responsible for operations at Axcient and covered how they use SaaS both inside and outside with customers. Axcient provides a hybrid cloud platform for disaster recovery and other use cases.  They are both a SaaS vendor and a SaaS customer.  There are four main issues for SaaS: scalability, flexibility, maintenance, and innovation.  They need to be able to replace their architecture as new issues arise.

Elias took over. He is responsible for internal business operations so he spoke as a Saas customer. He needs a system that can scale to their growth. SaaS allows for this. His requirements are always changing and he gets this flexibility from SaaS. He also does not want to have a big deal with maintenance every time they scale up.

He covered some of the SaaS myths. SaaS does not lock you into a solution. However, it is not the case that there is no money up front but it is less money than in the past. SaaS is also enterprise ready. It is secure. SaaS and the cloud is not the same.

He showed their stack, both current and planned. Salesforce is the centerpiece of their architecture and there are multiple tools surrounding it. They use JIRA for issue tracking. Their tools are built around the Salesforce ecosystem.

He covered his build versus buy decision matrix. Factors include: price, feature set, security, implementation, confidence, company visibility, overall UI, cost savings and you can weight them.  The weights will vary with each application.

Next he offered what works: a defined pan, defined architecture, integrations, development road map, Total Cost of Ownership, context, context, context.  Integrations are a huge factor. He needs to integrate all the apps from each business unit.

He then covered things to avoid. Do not move everything to the cloud at once. Do not take short cuts. Do not use apps and platforms that do not integrate easily. Just because apps are SaaS does not mean they are easy to integrate.

His lessons learned are: do your home work, hammer your vendors to get down to issues in his decision matrix. Not everything has to be SaaS. Work with one vendor at a time. Understand the full relationship life cycle. Have an exit strategy to get the data out. He exports his data outside of Salesforce once a week even though they are happy with it. Plan for the worst and hope for the best.

His integration strategy centers on Salesforce since it is the core platform. He asks about this with all new vendors.  He looks at rather it has to touch Salesforce or can data go through another system to get to it.

 

Enterprise 2.0 Innovate 2012 Notes: Beyond Team Member Engagement

I was pleased to attend Enterprise 2.0 Innovate on the West Coast for the first time. It occurreed November 12 – 15 in the Santa Clara Convention Center. Here my notes from this year’s Enterprise 2.0 2012 conference in Boston. Here are my notes from the session: Beyond Team Member Engagement: Using Collaboration to Enable Wells Fargo’s Global Sales Force led by Kelli Carlson-Jagersma, VP of Collaboration Strategy, Wells Fargo.  On Twitter she is @northstar. Here is the session description.

“Wells Fargo will share how they are utilizing social business tools in a traditional relationship-based bank to add more transparency and to expand its culture of collaboration for sales and service.  In this case study, they will cover:

  • Strategies for advancing collaboration by enabling social in CRM systems
  • such as Salesforce, Microsoft Dynamics
  • Establishing governance in a highly regulated industry and complying with FINRA, SEC regulations
  • Community management best practices to help foster engagement and sustainability
  • Education and change management for introducing social to executives all the way to our customer facing team members

Key learnings, return on engagement – it’s not always about dollars saved and return on investments.”

Kelli began by saying that she wants to learn from all of us. She works on the B2B side at Wells Fargo. In 2004 they started with social tools. They have tested about everything. In the past their social tool use was siloed and not integrated. They test social tools internally before introducing them to their customers. They test, fail fast, and test again. Recently, they pulled together a three person team to focus on a social strategy for the entire organization and Kelli is part of this team.  They want to focus on collaboration and how social can be integrated into their workflow.

They looked at five areas. Sales is one of the important ones and this was the focus of her talk. They wanted to replace email and text messages with social tools. Email and text are siloed and the information then still has to entered into their CRM. They use Salesforce Chatter for social because they use Salesforce as their main CRM so they can stay in the same tool.

Now instead of texting back and forth, the entire deal team can see what has happened and is happening. As a pilot they targeted five deals and made pages for each customer.  However, no one went to those pages but other people wanted to watch. The back end people wanted to get a head start on the paperwork on a potential deal.  Wells Fargo is still using Saleforce Chatter for conversations and the sales teams really like it. They monitor conversations to make sure them stay on business topics.  There were some positive findings from the sales team pilot: a reduction in deal processing time and fewer missed communications.

As an aside she asked how many people still have a Blackberry. One person raised their hand. She said she felt sorry for them. Blackberry does not integrate with Salesforce and Wells Fargo still has 60,000 people on Blackberry.

At Wells Fargo they are looking at how social can help the business and make things easier. They do not want to create noise with viral videos. They are highly regulated. Their regulators do not understand social media so they want it shut down. However, there are ways to handle compliance. You need to get compliance involved upfront and ask for how to handle the issues without bringing down the process. I have found this helpful on many projects and learned it the hard way on one so I always do it now.

They trained their users on how to use social tools for business processes. They training used specific business tasks rather than general features so it made sense to the users. The created a video to introduce social to the senior leadership team. Senior leaders do not want to be seen making mistakes so they are reluctant to engage. However, senior management engagement is key. People want to know their manager can see the work they do. The video helped with this engagement.

Integration into workflow is key. I would certainly agree. Mobile is also key for engagement. She gave an example of using mobile for polls. She asked the audience to text in votes on their favorite social tools. You could see the results changing dynamically. Twitter won. No one voted for their intranet.

Their major findings: you need a purpose, establish trust by listening first, get senior management involvement, have a community management program. And educate at every level.  I would agree with all these lessons. I also find it interesting that these were the same lessons for knowledge management implementation in the 90s.

In their pilot they ended up with 5494 users and 91 communities. The average community size was 35 and the largest was 343. Eighty percent of those who did not take the training did not use the system.

Kelli moved to discuss their next steps. They are finishing their pilot. They could not replace email but they did change it. Now social is everywhere. They find that all of the their software vendors are adding social layers. Now the question is how do you integrate these social layers to avoid silos?  They also want to integrate customers with their social efforts.

They wanted their social network to replace their intranet but that is not happening. They are still sorting out who will be their final social vendor. No tool covers al their needs. However, they will not mandate a single tool. This is not their culture. For example, they have two approved CRM tools: Salesforce and Microsoft Dynamics.