Understanding the Social Business Excellence by @rawn #e20s

I'll be live blogging the Enterprise 2.0 Summit. So my posts will contain typo's etc. Hope you don't mind!

First keynote of the Enterprise 2.0 Summit is about 'Understanding the Social Business Excellence' by Rawn Shah, Social Business Tranformation Expert at IBM.

We all know the core elements of Business Value Creation like Customer Value, Operating Efficiency, Quality in Operations, and Organization Culture. What is happening to this, is it changing? Is it still necessary?

Rawn starts out with a research fact: 65% of line of business buyers will buy without IT (Forrester).
Many of our organizations today have invisible walls. We would like to have fewer walls, or one wall between external and internal. Really is conversations are starting out everywhere and they´re scaling. This creates a bit of chaos. How do you make sense of this?
This does not imply the line of business is going away? Line of business is still important. So, how do we harness the power of these conversation. Start by adding structure. This does not imply control, but relates to places (where), people (who) and purpose (why).
We have to find out what insights from the conversations are most relevant (add value) to the elements of the business value creation. For HR they are different, than for IT, for instance.

How does Social actually create value?

1. Capture Unstructured Data (one of the old goals of KM)
2. Collaboration and Discovery (accelerating ideation and innovation, building engagement and strenghtening relationships, etc.)
3. Analytical Insight (attention management, pattern analysis, sentiment analysis, accelerating decisions based on data).
4. Transformation (integrating, process resiliency, handling process exceptions, alleviating process frustration)

And how does it apply to the business? Rawn applies the above-mentioned steps to Product and Service Innovation based on goals that this part of the business can have.

So, value creation = structured social experiences + line of business goals, challenges and processes + mappings goals to strategy to execution.

Share to connect: Inside Nokia's Program to Connect Customer Insight with Business Performance by Ming Kwan @mingk #sbs2011

Share to Connect is about aligning our organization, Nokia, and the way we work with what we promise as a brand, says Ming Kwan. Their objective was to maximize the brand's productivity by turning it into a conversational brand. Transparency, listening and coordination will enable the organization to gain momentum in an era of exchange.
Share to Connect consists of 3 main elements:

• organizational optimization
• workforce collaboration
• customer participation

The main issue they are trying to deal with is information overload. They collect lots and lots of information. Their big issue is generating insights from all the information.

So they have this idea/pilot called Socializer. An aggregation and analysis platform connecting the streams from the (social) internet to the organization.
Socializer is a social action framework (with semantic analysis), it's internal and external, it's focused on actionable insights, it's real-time and employees can claim actions.

Objectives for Socializer are:

• create transparency around conversations
• build employee morale
• provide visibility to management
• increase adoption and use of social tools

What's the business value to Nokia? They're developing kpi's for the project based on Jeremiah Owyang's ROI pyramid. They distinguish business metrics, social media analytics and engagement data.

Success factors:

• nudges to guide people and drive behavior change
• social experience design: human to computer to human interaction
• socialize data to get data in the hands for interpretation
• transparency to empower people to act
• measurement to track progress and measure impact on KPIs

UPDATE April 6, 2011: Corrected text, added picture and links.