Get Social, Do Business

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Bob Hallewell, Expert Messaging
Bob has a background in IT, training, psychology and likes collecting communication skills. He has focused on how organisations use email for the last 12 years, and his aim is to build a revolution in how we’re all using email.

Topics
People hate email, but isn’t that just because it contains work for them to do?  Isn’t doing those tasks their job?

Yes - doing the tasks is the job not doing the email. Email should be transparent. What people don’t like is not so much the email as the volume, the nonsense and the lack of clarity (or the stress, the interruptions - shall I keep going?)

Social software vendors like to tell us email is dead, but as long as clients and potential clients are sending me messages it will be alive and well in my organization.  Given the fact that paper mail and faxes are still sent, email isn’t going anywhere for awhile.  

If we’re all on the same platform we can use social media. If we’re not, we’ll probably still be using email. Even in the company Atos - while there has been a lot of press about banning email, they are only talking about internal email. They’ll still be using email with the outside world.

How do you decide what tool to use?

GROW
Goal (Have a goal)
Recipient (What’s going on for the recipient)
Output Medium - is this broadcast or conversation?
Write Clearly

How do you break someone of bad habits?

You have to set a good example and give them feedback. If someone sends you emails you don’t need - and you just delete them, they will carry on sending them. They need to know “Please stop sending me these”

What are the best practices?

Put more effort into the subject line - think of what you want the other person to do and phrase your subject that way - “Please answer three questions on implementation [action]”

What are the most frequent mistakes people make with email?
They think the way they do it is the right way. There is no right or wrong way as long as you’re both doing it the same way. Develop rapport.

Cultural norms?
In Qatar - people from 52 countries - English is the standard language for email - very formal
Scandinavians can appear to be direct. Either they have a long way to say “please” or they don’t bother. In their own language it’s perfectly acceptable to say “Do this. Bring that here.”  English can be overly polite. Scandinavians can seem aggressive to English. English can seem long-winded to Scandinavians. They are both right (and both wrong).

What rules do you personally have for email?
Double check the subject line
Match the greeting to the other person
Spell check

What resistance do you encounter in trying to get clients to work better with email?
First group think they know about email already.
Understand you are working with addicts.

For clients with IM and social in addition to email, how do email usage patterns change?
We should  see patterns change away from broadcast emails and use of other media - but I’ve seen no firm data yet

What results have clients seen after having you present?
Time saved (typically 47 minutes each per day)
Less traffic (CCs down 31%)
Less stress (down 67%)
97% recommend the session

Give me an hour, I’ll  give you a month


Bob’s presentation at Social Connections II -> http://www.youtube.com/watch?v=IsvxzDKitTg

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Bob:
If you’re interested in building the revolution in your area, please get in touch
www.expert-messaging.com
revolution@expert-messaging.com
+44 (0)20 7633 0050
Twitter @BobHallewell

Lisa:
My contact info
http://about.me/lisaduke

Upcoming events posted at http://www.simplified-tech.com/events
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I had a potential client ask me for Connections Customer References the other day, and while there are some text ones... well, let's just say text is so last year.  Here are some great videos I found:

CEMEX

Colgate-Palmolive

Cardiff University

Rheinmetall

If you know of some other good ones, please feel free to add them in the comments.  


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Adam Brown from ISW in Australia, Mikkel Heisterberg from Intravision ApS in Denmark, and I were invited to be part of a roundtable discussion on the benefits of being an IBM Champion, the benefits of social software, the challenges of user adoption, and real world use cases and wins from our customers.  Thanks to IBM for letting us participate - we all enjoyed it!  I hope you find the video interesting.

Roundtable Discussion from Lotusphere

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As an IBM Champion, I got the opportunity to write a guest post for the Social Business Insights Blog while I was at Lotusphere this year.  My hope was that it would start IT Managers thinking about the steps beyond implementation for new Enterprise Social Software.  Here's the link - I hope you find it helpful!


User Adoption - The Final Frontier



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If you will be attending Social Connections II in Cardiff this Friday... spoiler alert!  Everyone else, read on.  


Top Ten Things I've Learned from a Year of Getting Social and Doing Business


1.        External social media participation shortens sales cycles by building trust and proving competence.

2.        Social media allows small businesses to act like big businesses and requires big businesses act more like small businesses.

3.        You can't just "do" social media and expect financial results.  Your business plan should drive your marketing plan, which should drive your social media plan.  

4.        Social media is not the same as social business.  You should be doing both.

5.        Both IT and marketing are claiming "social" expertise, and both are faking it.

6.        The inmates are running the asylum (Mary Beth Raven).

7.        Social business requires line of business.

8.        "What's the ROI of your mother?" (Gary Vaynerchuck)

9.        Collaboration – when I change tools, it requires you to change (Michael Sampson).

10.        Email is not going away.  Amazon AND the mall exist.



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J.L. Valente
In January 2011, JL Valente was appointed Chairman and CEO to bring additional enterprise software leadership to the blueKiwi team. His software experience spans over 25 years at an international level in the software industry. Prior to blueKiwi, JL was President and CEO of RiverMuse, an IT Operations software start-up and before that executive Chairman of CITTIO, a network & system management software start-up. He also led the Americas Operations of InfoVista, and marketing and business development at Viasoft as Senior Vice President. JL also spent 10 years with CA, where he ran marketing for the information management division.
JL’s objectives at blueKiwi are simple but ambitious. Equip every business professional with an enterprise social software account. Beyond the usual growth objectives of any start-up, JL is committed to ensuring the success of blueKiwi’s customers and accelerating the adoption of its enterprise social software in the marketplace through careful listening and with intellectual honesty.

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Topics
What is blueKiwi? http://www.bluekiwi-software.com/en/
blueKiwi solutions enable organisations to create and manage powerful networks where employees, partners and customers can easily share their ideas, knowledge and best practices, in a secure enterprise environment.
In capitalising on informal exchanges and bringing individuals closer together, blueKiwi enables businesses of all sizes to accelerate their commercial productivity, increase their innovation capacity and take better advantage of previously hidden talents.
Hundreds of businesses use blueKiwi’s solutions to reach their business goals. blueKiwi benefits from concrete client experiences, with more than 300 completed projects and hundreds of successfully created networks in numerous countries.

What are some of the highlights of the latest release?
A streamlined, highly simplified user experience throughout the product. Thanks to this the product has enjoyed a 30% boost in usage in a month.
New mobility apps: native iPad, iPhone and BB. New HTML-based mobile app.
A solid integration with over 30 document management systems

Is your product SaaS or on-prem?  If on-prem, who manages?  How much can the product be customized?
Fully SaaS yet highly configurable, customizable and open for integration.

Where is the company based?  How do you work with clients in North America?
With its headquarters in Paris, offices in the United States and the UK, and partners around the world, blueKiwi is the fastest growing software publisher of Enterprise Social Networks in Europe. Now to accelerate our business in NA we would love to team up with enterprise 2.0 savvy boutiques that is versed or interested to get in the social business action.

Since its creation in 2006 blueKiwi is the only European business that has been recognised for four consecutive years in Gartner’s “Magic Quadrant” as a Visionary in the Enterprise Social Software sector.

How did the company get started?
Company started in mid 2006 by a seasoned web professional team who was in the process of selling their web agency to a European player. Launch of a collaborative software suite concept (based on wikis) into the public domain and promotion in the blogosphere, where several large accounts discovered blueKiwi, requested meetings and signed up for the beta. They all ended up customers of bK and one of them, Dassault Systemes, the 2nd largest European software vendor, became a minority investor in the company in 2009. Today they primarily use blueKiwi as an extranet for supporting their entire VAR business (1200 partners, a $700M+ indirect business a year)

Can you tell us a bit about how you calculate the value of social software?
http://www.bluekiwi-software.com/en/press-releases/understanding-the-roi-of-enterprise-social-networks/
Return on Value is where the strongest payback can be found yet it is hard to capture in any formula – it is the result of working together more effectively, locating expertise on the fly, facilitating better situational awareness and accelerating innovation and decision cycles. It requires behavioural changes through sharing and social linking, enables a flatter organization and breaks the traditional silos within organisations.
Return on Productivity is easier to estimate and applies to three specific areas:

• Improved Communication
• Collaborative Work and Knowledge Search
• Efficient Time Management

Study results reveal that a high level of engagement is critical to reaping the benefits of social business. As adoption time and engagement grows, the return on productivity increases exponentially.

I noticed you advocate starting small, whereas other vendors stress the need to get everyone on the software right away.  Can you discuss the different approaches and why BlueKiwi recommends starting small?
http://www.bluekiwi-software.com/en/blog-posts/start-small-and-focused/
“Another problem with poorly-defined networks is that there is no perceived value nor a compelling reason to participate. Typically a social network rollout needs a lot of planning and pre-launch work in creating interesting and useful content to cater to users’ interests that can keep them coming back. When the value is unclear it becomes that much harder to get champions and contributors to provide this seeding content. And without that - initial users have no sense of how they need to engage on the network.  The result: even if users create a login because they received an invite - this quickly becomes just another “tool” on their desktop that they do not use.”


Can you tell us some real world stories about how customers are using your software?
http://www.bluekiwi-software.com/en/resources/datasheets-case-studies/
Louis Vuitton, Allianz, Cap Gemini Consulting, Nokia

What are your solution’s strengths versus other products in the space?
We’ve been pioneering the space from day 1 and we have the scars to show it. Our product is the reflect of 300+ projects and over 120 customers ranging from 60,000 users down to 15.. so we can not only scale up but scale down as well. That’s not only a performance characteristic but a functional one as well. Our platform is way wider, richer and deeper than Yammer or Chatter yet way easier to deploy than SHP or Lotus Connection with which we integrate anyway if people focus those platforms for what they are best at: content. But it’s not just the product ‘cause it’s only 40% of the recipe here. It’s before all about strategy, attitude, governance, rollout and management. Social business is about transforming the way business is done and it takes more than a product for that.


How do you work with partners?  How do you avoid channel conflict?
if we could do 80% of our business indirectly we would but the market is not there yet. Nonetheless we are intensifying our indirect efforts with new partners in Latam and APAC. Would love to do more in the US indirectly. So if any listener is in this business and interested to resell a kick-ass product they should contact us.
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Contact Information

J.L.:
JLV@bluekiwi-software.com or 1 650 888 1495. Highly recommend to download email WP and play with our ROI calculator, easily available on our website at www.bluekiwi-software.com

Lisa:
http://about.me/lisaduke
Events Page: http://www.simplified-tech.com/events

I'll be presenting at Social Connections II in Cardiff, Wales on December 9.  To learn more or register:  http://socialconnections.info/
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Jonathan Griep, President, JPG Consulting, Inc.

Jonathan Griep is currently president of JPG Consulting, Inc.  An MIT trained engineer, he has 30 years of experience solving problems for customers.  He started his career developing integrated circuits for Honeywell, Motorola and Fairchild but found software to be so compelling he switched over to doing software development in the late ‘80s and has never looked back.  He started his own firm, JPG Consulting, Inc. in 1997 and has done work for Lotus/Iris/IBM and many other companies.  JPG Consulting, Inc. is an IBM Business Partner and Symantec STEP partner.

How did you first get involved with Lotus Notes?
I was hired to do a contract at Lotus in Cambridge in 1995 and they were using Notes 4.6 at the time.  In 2000, I was hired to do a contract for Iris Associates (the original developers of Lotus Notes) in Westford, MA and did work on the 5, 6, 7 and 8 Notes and Domino releases.

When did you decide to start your business?
In 1997, when I thought my Lotus work was ending, I started the company to do a contract at Digital Equipment Corp.  It turns out I did part time contract work for Lotus for 3 more years as well as other companies.

Tell us a bit about the EZ Notes Search product.
EZ Notes Search enables users to search their IBM Lotus Notes databases using Microsoft Windows Search.  Windows Search is integrated into Microsoft Windows 7..  Users can click on the Start button and start typing their search term and instantly see search results in the Start menu pane.  They can click on the item to open it in Notes or click the More... item to view the his in the Search results window.  In this window, they can preview each of the hits in the preview window (including attachments).  We support Windows 7 (32 and 64 bit) and Microsoft Windows XP.  Windows XP requires the installation of the Windows Search 4.0 addin from Microsoft first.  You can see our product on youtube: http://www.youtube.com/notesconnectors and get a free trial version on our web site: http://www.notesconnectors.com/products/EZ-Notes-Search-V2%3A-30%252dDay-FREE-Trial.html

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Topics

Lotus Live - as a customer
A year ago you decided to try out Lotus Live.  Was it mainly for testing for your product?
Yes, mainly for testing but we also wanted to move our production mail there.

How difficult was the initial set up? The service only was fairly straightforward.  Did you have to contact support? Yes, and they were awesome.   Would you have to be/engage a mail admin to set this up?  I think so yes.  A Domino admin? For the hybrid mode I would definitely think you would need one.   Or could a non-technical solo entrepreneur handle the set up?

Did you migrate historical data?  No, not yet.

Are you using Lotus Live for your primary production mail server?  Are you using Lotus Live Notes (regular Notes client, cloud server managed by IBM, as opposed to Lotus Live iNotes/notNotes - Outblaze)?  How is the multi-tenant version of Domino different?  How much access do you have as compared to a regular on prem server?  

Are you using mail only, or other basic Notes functions such as calendar, contacts, to dos and notebook/personal journal?

Do you have Lotus Notes applications?  

Have you considered using any of the features besides email. such as Connections/Files, Surveys, Forms, Meetings, Events, Instant Messaging?

After the initial set up, have you had any issues?

As a small business, how responsive and understanding is IBM support?

Would you do it over again?  Do you plan to continue with Lotus Live?


Lotus Live - as a partner
As a partner, would you recommend your clients switch to Lotus Live or stay on prem?  Yes, I think customers should consider the move for the economics of it. Start with a small pilot to understand the strengths and weaknesses of the offering.

Is there a role for the partner with the customer after the sale of Lotus Live with regards to email?  Yes I think there are other companion products which can be built/integrated with the cloud offering.
_________________________________________________________________

Contact Information

Jonathan:
http://www.notesconnectors.com
Email: jgriep@jgriep.com
Twitter: @NotesConnectors
Symantec Enterprise Vault for Quickr & Notes apps coming soon

Lisa:
http://about.me/lisaduke
Events Page: http://www.simplified-tech.com/events
_____________________________________________________________________

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Michael Sampson is a Collaboration Strategist. His passion is helping organizations to make collaboration work, when their employees have to work together effectively and efficiency while separated by distance and time. Michael advises end-user organizations in New Zealand, Australia, the United States, and Europe.

Michael is the author of three books on collaboration — Seamless Teamwork, SharePoint Roadmap for Collaboration, and User Adoption Strategies — and the fourth book is due in late 2011.

Michael holds an MCom with first class honors in telecommunications-based IT, from the University of Canterbury in New Zealand. He is married to Katrina, and together they have 10 children.

What was your background with Lotus software?
How did you get started with learning about software adoption?

Sharon Bellamy is a Consultant at Applicable, working with Portal/WCM, Quickr, Sametime and Connections implementations. IBM Champion, iSeries fan girl and friend of Mat Newman.
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Topics
Social software is fantastic, but the value is a function of the size of the network.  That’s what makes user adoption such an important issue.  The conventional wisdom is to get a C-level sponsor and to find those who naturally are your champions and help them enable others.  Are these techniques enough?
* Good start, but not enough. Sponsor as talking head vs. actually using it.
* Collaboration - more voluntary use models. V. different to ERP.
how important is pre -install / rollout workshops - for user requirements ?


What else should be done to drive software adoption?
* Why should they get involved? (value - stage 1, winning attention)
* What is it replacing? (don’t want more and more discrete tools)

Who’s responsibility is this?  The client’s?  The vendor’s?
* The vendor can reinforce the importance of adoption, but few are set up for the required internal consulting services
* The client is ultimately responsible. But they can look to others for help. My work - help them build competence to know what they should be looking for (independent, external)
* Eg., “SharePoint 2010 and user adoption” - client in Europe last year
* Eg., government agency. After the workshop, told their vendor, “you guys don’t get this.”

What do you see across vendors in terms of adoption support?  Who does it best?
* Jive
* Central Desktop, user adoption center on the web site
* Huddle, a “user adoption guarantee”
* Microsoft, various adoption resources.

What are some best practices you recommend?

Do you have any case studies or success stories you can share?
* Landcare, bulk loading party
* Insurance firm, deep work on finding the value
_________________________________________________________________
Michael:
My contact information:
- http://www.michaelsampson.net
- Twitter, @collabguy

Sharon:
http://about.me/sharonbellamy
Blog http://socialshazza.com
Twitter - @socialshazza

Lisa:
http://about.me/lisaduke
_____________________________________________________________________

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Bernie Leung is the President of MESA Technology. He had this company for over 15 years. Bernie started out as an Electrical engineer. He has always been a “bleeding edge” guy. He was one of those guys that insisted on getting departmental computing back in the days when computing was in a raised floor glass room.

In 2003, he wrote a piece of software that he called MyLifeCircle. It was one of the first social networking software. But we didn’t know what to call it back then. The inspiration came because he and his wife were both travelling a lot back then. With the children, it was tough to keep in touch and keep track of schedules. So he wrote MyLifeCircle to connect. As story goes, Chicago, then,  was not a friendly place for IT innovation. How things have changed in 10 years for the better.  

How did you business get started?
The business was started as a manufacturing consulting company working with various Fortune 100 companies. It was collaboration in a sense,because we were dealing with many overseas joint venture projects.

How did you get involved with MWLUG?  
I joined the local user’s group - Granite a few years back. I attended the first MWLUG in Chicago that Richard Moy started in Chicago. It was a great session to see all the other Lotus users and frankly, learn from them. I always though social includes voice and video. So my interest in more in that area. I love party any way, so when Richard asked me to help out, I said yes.
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Topics
Why did MWLUG decide to have a social track?  How many years have you had that?
I got elected to run Granite beginning of this year. And my goal was to see how our Lotus members can branch out beyond just being administrators and programmers. So in the last 6 months, we’ve been talking about what IBM social collaboration really is.

Then something hit me, social is not just within the inside. Social means connecting inside and outside. There is no domination of market share. So if we are going to see what Lotus can do, we have to see how Lotus can fit in. Users, especially the new graduates,  are much more savvy than many of us. We need to fit in so that we do not become irrelevant. We know we have good tools, good skills, but does the rest of the world know that?

This is the first year for the social track. I hope this is beginning of many and other User’s group conferences will do the same.

How did you find the speakers?
Through social media, of course.

But no seriously, I met Wade Burgess of LinkedIn a few years back. Happens he graduated from the same university. So we connected up in Linkedin through the alumni group. When we were planning for MWLUG, I said to Richard, “we can do it” really not knowing what’s going to happen. So I connected with Wade who got promoted to be the Director of Northern Europe, but he replies and said “talk to David Cohen, he is right in your back yard”. So that’s how it go connected. Lessons learned, social networking works and pay up on your Alumni dues.

Then I met Shawn of Shawnimal at a Chicago small business competition. I was one of the judges for Chicago’s social marketing competition. It was co-sponsored by the City of Chicago and Constant Contact. When I found out he was a gamer in his previous life, I said “ Who better to have geek speak about social networking to a bunch of IT techies”. And he graciously accepted.

As for Martin Hatlie. It was a different circumstances. My company is involved with healthcare sector in IT support. But Martin’s organization is in patient safety. He held many events promoting patient safety awareness and training. I’ve helped him with a few webinar events.

Then I found out that Martin was involved with sentiment analysis for patient safety. That really got me excited. This is like ground breaking technology and research. So I proposed it to him and kind of twisted his arm, because he was actually in Minnesota that whole week. He took the effort to fly in just for us and he left that evening. So I am really grateful for that

What “social” stuff is your company doing for clients?
As we are involved with the healthcare sector, we see a lot of opportunites in social networking for that. Nurses, doctors got to communicate with each other, a secured social networking is great for that.

Community health efforts involves internal and external people. LotusLive is perfect for that.

How has your company used external social networking tools for business?
I am in quite a few social networking groups - LinkedIn, Lotus Greenhouse http://greenhouse.lotus.com, LotusLive and Twitter.

But an over looked area is actually in analysis. While I was at MWLUG on Friday, I saw a tweet that came from someone in New Zealand, who was expressing his frustration about a Dominos’s upgrade. Boy, wouldn’t that be a great opportunity for a service contract sales.

What do you think of IBM’s social efforts?  Have you seen any of the ads for social media week?
I believe social networking is not about a single solution or a single company. To succeed in it, you have to be open to connect with the world. IBM is late to the game, it has now a “social business toolkit”. It is a good start, but a long ways to go. Unless IBM can make it relevant to the world, all the great technology will go by the wayside.

Guests, please add any topics you think would be of interest.   You know your areas of expertise and interest best!

I believe there is a lot of social problems that we can solve with social networking. We’ve just seen the tip of the iceberg for social networking. Collaboration on a worldwide basis will change even more on how we live. This is an exciting area.
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Guests, please enter your contact info, plus details on anything you would like to plug (client event, blog posting, etc)

Bernie:
MWLUG 2012 - Pittsburgh - mid-August 2012  http://dominointerface.blogspot.com/2011/09/mwlug-2012-date-announcement.html

twitter.com/#!/BSoSL
twitter.com/#!/bernieleung


Lisa:
To find the shownotes if you are listening via iTunes, please visit http://www.getsocialdobusiness.com

My contact info
http://about.me/lisaduke
Events Page: http://www.simplified-tech.com/events
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”Thank you so much for your time - that’s been another episode of Get Social, Do Business, the podcast.”

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Vassil Mladjov

Vassil is a life-long entrepreneur with nearly 20 years of executive and high-tech experience. His companies have focused on innovative business collaboration using the latest web and media technologies.
From his experience in the industry, Mladjov recognized the shortcomings of existing collaborative systems and founded Blogtronix. His goal of using Web 2.0 tools to enhance such systems, and to improve communication both inside and outside of an organization, are embodied in the Blogtronix platform.

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Topics
What is Blogtronix?
Blogtronix Enterprise
Sharetronix (Open Source Microblogging)
Blogtronix Micro (SaaS of Sharetonix)

Features:
Screen shots and details available at http://www.blogtronix.com/blogtronix/blogtronix-features-in-details

Blogtronix Enterprise
Activity Feed
Microblogging- files and links, tag other users with an @
Universal Comments Engine
Dynamic User Profiles - admin can add, remove, rename fields.  LDAP integration.
Social Activity Graph - visual representation of user’s connections & content
User Card (business card)
User Dashboard
Outlook integration - when open email
Administration
Modular Interface - admin can build group or page templates
System Branding - built in or customized themes
Groups
Blog and Video Blog posts
Wiki
Document Management
Pre-search
Multi-language support
Newsletters - save posts for later review then create newsletter from the posts
Email notifications
APIs- bring in updates from other systems

On-premises or Cloud Hosting

Sharetronix Personal - free

Sharetronix Professional - best for external communities
User Profiles
Status Updates
Real-Time Dashboard
Groups
Security Settings
Multimedia Microblogging
Business Card
Member Mentions in Status Update and Comment (@)
Content Tagging
Search Center
Email Domain Control (Pro & Plus)
Real-Time RSS Aggregation
Multiple Files Upload (Pro & Plus)
Twitter Feed Import
Integrations (Twitter for easy registration and login.  Share public posts on FB, Twitter, Google Buzz and Delicious)
IP restriction (Pro & Plus)
Mobile Version
Community Leaders (statistics)
Themes and customization
Reshare messages (like ReTweets)
API - Twitter
LDAP integration (Pro & Plus)
SEO Friendly
Administration
Post from Twitter to Sharetronix (all msgs)
Direct post from Sharetronix to FB and Twitter
Statistics

Apps Marketplace

http://sharetronix.com/sharetronix/

Compare with competitors:
http://www.blogtronix.com/compare/

Success stories?

Do you do custom development? Consulting? Are there plans for a partner program?

For the geeks - “like” with your Kinect, Minority Report style ->  http://blog.blogtronix.com/blogtronix.com/641

ESO (Enterprise Social Optimization)
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Vassil:
Skype: vassil.mladjov
415.420.2883
vassil@blogtronix.com
Twitter: vassko
Facebook: http://www.facebook.com/Vassko
LinkedIn: http://www.linkedin.com/in/vassko


Lisa:
Twitter:  @lisaduke
http://about.me/lisaduke
Events Page: http://www.simplified-tech.com/events
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