AIIM Releases Social Business Roadmap

Posted on March 18, 2011 by Andrea Baker

In January 2011 I joined AIIM International, a non-profit organization to help make a difference in the realm of Social Business for Government and Industry. I am happy to say, today is a big step in obtaining my goal as we officially released the roadmap. Please feel free to download, share, tweet, email, post to your social media circle websites and whatever you can do to ensure the widest possible release. This document is free and shared under creative commons share-alike. When you do share, please link back to www.aiim.org or hashtag it with #aiim and #socbiz to help us see where this goes. Also please feel free to follow me on twitter @immunity and let me know your feedback.

Please note, we have also developed an infographic to download and post in your cubicle. Or if you telework like me, post on the wall of your home office. Additionally, also as noted below, we do offer customized briefings for your organization in support of the roadmap.

As mentioned below, we are collecting your feedback, case studies and examples on the AIIM wiki and we hope you take part in this as we shape future versions of the roadmap.

To download the roadmap and contribute to the AIIM wiki, please go to www.aiim.org/roadmap or with your smartphone scan this QR code to take you directly to the AIIM site.

The social business roadmap consists of eight primary steps. Each step is briefly described here and is addressed in substantially more detail over the course of the document. Links to the eight steps take you to our wiki, where we discuss the “what’s next”, case studies, and your additional thoughts and feedback.

Emergence. In this step the organization is not using social technologies in any formal or organized way. Instead, individuals or small groups within the organization are experimenting with social technologies to determine whether there is business value to them.
Strategy. Once the organization begins to develop experience with social technologies and has identified potential business value from their use, it is important to create a framework that identifies how it expects to use these technologies, and the goals and objectives for their use.
Development. With the strategy in place, the organization can make informed decisions about what tools to implement, how to implement them, where to implement them, and how they will potentially scale more broadly within the organization.
Monitoring. Initially the organization should spend time monitoring and listening to the conversations taking place in and around a particular tool to get a sense of the nature of the tool, the content of the conversations, the target audiences, and who the leading participants are. This is perhaps more visible in externally focused processes but is important for internal ones as well.
Participation. Once the organization has done some listening it will be able to participate more meaningfully and should begin doing so according to what it has learned about the target market and the nature of the conversations on the various tools.
Engagement. The goal is for participation to move to engagement – from speaking at or to customers to engaging with them. This means creating processes to respond to issues, both internally and externally, and ensuring that communications are clear, accurate, and authentic.
Governance. This step describes the process for developing an effective governance framework for social business processes. Some of the steps are specific to certain tools or capabilities, while others are more broadly applicable, such as an acceptable usage policy.
Optimization. Once social business processes are in place, they should be actively managed and reviewed to ensure that the organization is realizing the expected benefits. This includes but is not limited to monitoring the tools in real time, identifying and measuring specific metrics, and training users on new or evolving tools and processes.

In addition to the roadmap document, we have also created a detailed infographic of the eight steps. Please feel free to download this graphic and share.

Contact

Please contact Jesse Wilkins, Director, Systems of Engagement, to schedule a briefing for your organization. Andrea Baker, Manager, Systems of Engagement Development is available to present classified briefings for organizations with security concerns.

- Cell: +1 (720) 232-9638

Email: jwilkins@aiim.org

Government Social Business

Posted on February 25, 2011 by Andrea Baker

Since joining AIIM a month ago, I have been blessed to be able to expose my thoughts and tweets to a whole new community. I have noticed since using the #AIIM hashtag, I have been getting more ECM and E2.0 practitioners following me than ever before. My normal self-promotion of ideas and re-sharing of others content only gained me about 10 new users a week, this has easily doubled or more – and I am not in this for the followers, I am in this for the shared knowledge of the greater good. With all that, I have not forgotten my roots of Government 2.0 and would like to address that community and what is coming up for Government Social Business, in my vision.

Government Social Business will be a strong focus for 2011 and I believe that was kicked off nicely at the Gov20LA event two weeks ago in Santa Monica. I led a session there called a Structured Brainjam (a term we borrowed from one of my online mentors – Chris Heuer of Social Media Club fame), in which I presented the attendees a chance to weigh in on a topic raised during the two day event. One of the points up for discussion was changing the name of calling what we do in the aspect of Government 2.0. I have been on the record that I do not like iterative numbering of programs or content.

We know something is going to change, everything changes. Garbage’s second album was Garbage’s s “Version 2.0” (probably their most successful and well known album mind you), but they did not go on to make their next album 3.0. That would be silly. So we should approach all 2.0 programs and ideas as what are we trying to achieve. Well for me, I am trying to achieve the education of Social Business processes and programs under my division, Systems of Engagement for AIIM.

On a much larger scale, I think what is known now as the larger Government 2.0 community, there are several thrusts of what groups are trying to achieve. Open Government being one, but for me and several others, we will be focusing on Government Social Business (GSB). GSB is the evolution of current Government processes with the inclusion of social media and social collaboration to meet constituent needs and transparency when warranted. I mention when warranted, because there are several mitigating factors to consider with GSB to include, but not limited only as FOIA and Privacy, not to mention the daunting task of Records Management that will have to be re-evaluated with the evolution of data that is now being created out in the open.

I do plan to blog and continue the discussion about Government Social Business on my various blogging platforms and twitter (@immunity), if you care to share your opinions. I look forward to the conversation.

All in all, there are just a few days left in February and my survey of collecting your top business problems. I appreciate your 2 minutes to help answer just 10 questions.

A New Gig and What Are Your Top Business Problems

Posted on February 8, 2011 by Andrea Baker

This post was cross posted on AIIM Community Blogs and on GovLoop.This post was cross posted on AIIM Community Blogs and on GovLoop.

Career Update: I am happy to announce that on January 18, 2011 I joined AIIM as the Manager of Systems of Engagement division under Jesse Wilkins, Director of Systems of Engagement. This team is a new business area for AIIM, as its only about 3 months old, yet both Jesse and I bring expertise and real practical experience to the table in our efforts to grow this area. It’s been a busy first few weeks as I have jumped right into my role as a thought leader bringing my expertise on Enterprise 2.0 from a Government 2.0 perspective. I leave my former role as Director of Enterprise 2.0 at Navstar, Inc out of Reston, Virginia and all-around innovative muse in the Government community with no regrets, but the utmost respect as I bring that experience to AIIM.

In joining the Systems of Engagement team, we are setting the stage for an exciting first half of 2011. I hope that with this first blog post, my readers will come back to share their knowledge as well as read what I have to offer in the realm of Social Business, as not only a thought leader, but as a peer. This blog is not intended to be a series of ramblings as mostly found on my personal website, but as a conversation on how the world of social business is constantly changing the way we communicate with one another inside and outside of the firewall.

I also plan a busy year of speaking engagements and participation at events covering Government 2.0 (I will be at Gov2LA this weekend and have submitted to GTEC). I also have plans to present both nationally and internationally throughout the year. I hope to hear from AIIM community members for which events I should be aware of and when the calls for presentations are announced. You can always give me a heads up on Twitter or connect with me on LinkedIN, outside of this blog if you feel more comfortable sharing through other social media means. I should also remind you, that our own Systems of Engagement team is putting on our first virtual conference this September 8, 2011. Our call for presentations ends this February 18, 2011. So I recommend putting your thoughts down and submitting them as soon as you can.

In addition to blogging on here, I will continue to resume blogging at the AIIM Community Blogs and on my personal website. I will also be happy to learn more from you all offline and via email as my job is to learn from your experiences in order to share lessons learned and better the community through guidance and education, provided by AIIM. In fact, I just came back from Denver where Jesse, Atle Skjekkeland, and I had our first strategy session for our division and set our goals for this year. I am very excited about what we plan to achieve and will be sharing with you, our community in the very near future.

As now you have gotten to know me a little, I would like to know a little about you, through a short 10-question survey I created, Click here to take survey. I would like to know your top business problems. My goal is to get the top 100 business problems in all areas of business, be it industry or Government. You can help me by sharing this survey as widely as possible through social media links.

I would like to thank you all in advance for helping me with your feedback and survey participation and look forward to a healthy and fruitful discussion with each and every one of you in 2011 and beyond. I am looking forward to taking this next step in my career to not only better myself, but to better you and your organizations.

See you at an event soon

Continuation on Communicating With Social Media

Posted on October 20, 2009 by Andrea Baker

Last Week, I spoke at the Potomac Forum’s session on “How to” in Social Media in Government. My presentation was on How to Write a Blog Post: The first steps of organizational blogging.

I have been blogging in some shape or form since 1999. I started blogging about concerts I attended and the occasional hi-jinks that ensued with my work as a music promoter. Over the years, I have transitioned to community management and supporting the Federal Government with Enterprise 2.0 best practices. Part of being a good community manager is to have a voice that can be heard above the rest of the noise of discussion in regards to presenting policy and guidelines, as well as mitigating wiki edit wars.

As such, I leverage my blog internally in my company and with the customers I support to organize the chaos. Blogs are an effective way to place a conversation or announcement you would normally send to a large email recipient list and can prevent those long chains of “reply all”.

This workshop is a follow-up to my previous talk at the last Potomac Forum I spoke at in August 2009, Hints for Communicating in Social Media.

To see the steps I have covered in my talk, please check out the wiki on GovCollab.

http://govcollab.wikispaces.com/Blogger

Blogs I contribute to on the open internet aside from this one:

I am also a guest blogger for ZDNet and Social Computing Journal on topics of Enterprise 2.0 and Government 2.0. Occasionally, I am also asked to guest post on blogs, which I consider an honor and will link on my website. If you would like me to be a guest blogger on your site you can contact me via twitter (@immunity) to connect for more details.

Communicating Through Social Media

Posted on August 25, 2009 by Andrea Baker

Occasionally, I will speak in public, in groups at happy hours, or with customers in the office about Social Media and how to effectively use social software, specifically free and open sourced software when applicable. At the Potomac Forum Government Leadership event at the Reagan Building, I will be semi-formalizing this talk to suggest “Hints for Communicating through Social Media”

During my talk, I will be asking the following questions to those in the audience to think about:

What is your mission?
Who is your target audience?
How do you communicate now?
What social media tools are right for you?

What is the Difference in all this 2.0 Stuff?

Internal vs. External Communication

Excusing my crappy excuse for drawing on a flipchart, you can see from my “illustration” above what the difference with all the buzzwords that are floating around. This is the main focus of my talk that I give when talking to people who are interested in knowing more, have heard the buzz and think they need “Facebook” or “Twitter” as their answer. But it may not be that simple. I previously discussed this back in April on a guest post on ZDNet, “You Were Never 1.0, but Get Ready for Enterprise 2.0“. Fortunately what I wrote then still holds true months later.

My aim is to prepare organizations, be it business or Government to make a knowledgeable transition into effective communication and workflow using Software as a Service or other Web 2.0 applications in an Enterprise manner. While there is much good being done by Social Media/Web evangelists — myself included, those intrigued should not get caught in the glamour and glitz of something new for new sake, but strategically plan around what the problem is that an organization is trying to solve. The “Jeopardy Method”, of giving the answer then ask the question/dilemma seems to be how things are getting done now. When the case should be — the question/dilemma is “Our Organization is Having a Problem Communicating externally, internally, capturing workflow, answering requests for information, etc… and we need to fix that by?” Identifying the problems, in detail before you have a solution in mind will help you choose the right tool for the job.

Sounds a little old school right? It should — using social media is just a new way of doing old business. Now project costs are lower because the software is not dependent of End User Licenses and pricey volume purchases. Now, you can find the best fit to solve the problem and then customize it yourself, or with a company that specializes in customization of known solution like Mantech and Jive‘s software. For example, Jive Software develops and provides the software platform that Mantech customizes and supports onsite for their customers. The result, “A-Space”, a social networking and productivity site for the US Intelligence Community.

So I am sorry for the late night post, but I was just told tonight that C-Span will be recording and covering live the conference at the Reagan Building, I am a little nervous and definitely will be coloring my hair tonight. After my presentation, I will publish my slides (which I normally don’t do slides), for review. Addtionally, I will add, I do have a finished White Paper on “Enterprise 2.0 for Government” available by request.

Protected: Ignite DC #2 and SxSW Interactive

Posted on August 20, 2009 by Andrea Baker

Government 2.0 Camp Reprise

Posted on April 9, 2009 by Andrea Baker

That’s me on the right in the green scarf, catching up on some blogging w/@robotchampion. Photo by Planetrussell

On day one we started off with your name, who are you with, and three words that described you or the name of a session you would like to propose. My three words: Geek Girl Supreme as recently dubbed by Adriel Hampton on the Government 2.0 show on Blog Talk Radio.

I spent most of the two days working as the Blog Coordinator for the event. And for the sessions I did attend, I tried to keep to some light housekeeping in which to make sure the presenter instructions where followed and the sponsors were thanked. I did manage to find time to actually moderate a session on Citizen 2.0. I didn’t want to be the focus of the session to be on me, since there were a lot of great minds in attendance. I have touched on Citizen 2.0 in the past and from the session at Government 2.0 camp there seems to be many ideas of what an individual defines for this moniker.

Now there have been a multitude of blog posts already by my colleagues and friends and new faces in the past couple weeks. I took my time to post this reprise because I wanted to make sure it didn’t get lost in the fold. As this is not so much about the content, but about the event itself, the best practices and lessons learned going forward.

I think I would break up my review of the event in some pros and cons:

Pros

So many sponsors – it made the event free for attending, provided food, provided the venue
Parking – I got great spots both days. The first day I parked in a two-hour zone and did not get a ticket (musta been luck – because every time I am in Old Town Alexandria, I get a ticket)
So many attendees – so much interest. Really gives me the fire in my belly that its not just those of us in the Beltway that want to change our aging institutions.
Kick off of the Government 2.0 club – for those of you that bravely stayed until the long at last end, on day two we crowdsourced our charter.
Networking – I finally got to meet Chris Dorobek and Jeffrey Levy in person because of this event. We all thought bringing us together in the same room would never happen and be a sure sign of the end of the world.
Knowledge Capture – while we didn’t get it all, this was the first unconference that I had seen that was completely transparent and information was going up as it happened, rather than later in the night. For 48 hours and weeks to follow, information is still being generated about sessions and the event itself.

Cons

Credit to the unsung volunteers – I am not discounting anything Mark, Maxine, Jeffrey, and Peter have done to get this effort underway. But there was a group of us over a dozen that made all the logistics happen and helped the event run smoothly. Everyone had a role and if I new everyone’s name I would list them. They made sure there was water, wifi, pizza, candy, the works. If you thought something was nice about the amenities of Gov20Camp, it was because of one of them. In so many of the post-publications I had not seen a mention of a hat-tip to those volunteers. So here’s to you (imagine me singing the bud light real American hero tribute to you)
Unfocused – Government 2.0 is a big big subject as so many of us define it so many different ways.
Large Participation – so many people made it hard to effectively network
Too many sessions – with what seemed to be over 100 sessions over the two days there was so much to choose to participate it was just as bad as going to a conference like SxSW Interactive. The schedule was overpacked. It was also repetitive. We could have used the first hour sessions to really modify the schedule even more and narrow down the rooms. Some topics repeated, which is good and bad. I did like that on day two, we learned from day 1 and made the gallery an “open room” for ad hoc discussions. This is something I initiated at WIReICES last fall. Having an open room during our conference. I admit I got the idea from the open sessions I had seen at Web 2.0 expo in San Francisco in 2008.
Knowledge capture – even with prior planning from lessons learned at other events, the moderators and presenters in some rooms failed to heed instructions on the yellow note we gave to them. I know this was an unconference, but some protocol does work. We had a wiki, a blog, google forums. There was just so much information spread throughout that was not interconnected. I have been trying in the weeks since to help bridge that gap.
Too Much Web 2.0 and not enough Enterprise 2.0 – I took a break from my normal push of Enterprise 2.0 discussions except for the Wikis in room 205. I know I know my stuff when it comes to wikis and the Enterprise, so I tried to be more of a listener. I did end up participating more in that session and I am glad I did. Great connections. But again, I purposefully took a step back from talking about the Enterprise, because I didn’t want to come off as a vendor or someone selling a solution. However, I kinda regret not pushing for that in the end because I saw much about external facing solutions and not enough internal solutions for communication, collaboration, and transparency. This drives me even more to have the specific Enterprise 2.0 Conference for Government this fall as I have previously talked about. I am also looking forward to the Government 2.0 summit in September.

I have been both a participant and an organizer of BarCamps and Unconferences before. This way by far the biggest one I had been too, but IMO wasn’t really the first unGovernment unconference. I have to believe outside of the ones I had organized and participated with some of my Government customers (on a smaller scale), that some where else, some other Government organization had tried something like this.

I think we could definitely do this event again. It should be yearly and not just DC centric. Although this area is the Mecca for Government. I would be interesting in knowing if anyone would want to see this be hosted in other cities. So if we do it again next year in March, who would be the host city? What would you like to see different?

The Difference Between Enterprise 2.0 and Social Media

Posted on April 8, 2009 by Andrea Baker

Recently in a phone interview I was asked about the difference between the two subjects in the title. I thought to myself, I have answered this many times, but it would be just so much easier to write my answer and then have it available to anyone who reads my blog or is searching for the answer. Not to mention, putting frequently asked questions in a blog post or a wiki page is usually one of my solutions I offer to someone if they keep having to answer the same question or relay the same information more than twice. So I thought I should heed my own advice.

Simply put its internal vs. external, two different parts, that work separately, but should work together. See my breakdown below for more differences:

Enterprise 2.0	Web 2.0 /Social Media
Internal Facing	External Facing
Firewall	Open to the world
Business	Social
knowledge capture	sharing random things
wiki, blog, social bookmarks, chat	social networks and “cool interactive” websites
productivity & efficiency	time-suck
reduction of email	email producer
collaboration	67 comments on fark

OK I put some things in there for levity as I am biased for the Enterprise 2.0 side of the house. The reason, I think organizations should think internally before claiming they get it on the Internet. You may look cool by having a social media presence to get new recruits and new hires. But if you do not have a productive and collaborative environment behind the firewall, you are NOT going to retain the young bright minds to take your organization into the future.

Also, I didn’t know about the existence of this video, of someone I practically consider a mentor in the business and thinking end of all things Enterprise 2.o. I think Andy eloquently speaks on the differences in what he has noticed in the the past 2 and a half years.

Andrew McAfee – What is Web/Enterprise 2.0

My simple advice is this if you are a business organization, your Enterprise solution should be in communication with your social media strategy. If you are public organization, who has or hires a marketing team, you should be in control of your brand presence on the internet. You should NOT outsource this. For Government organizations, this position for brand management should be part of your Office of Public Affairs or equivalent. The persons working on this external presence for your organization, should also be a part of the enterprise solution for internal collaboration. The internal collaboration, the Enterprise 2.0 platform your organization leverages to communicate between employees is paramount to the growth of the organization.

The Enterprise 2.0 Life-Cycle

Posted on April 7, 2009 by Andrea Baker

Over the past few years I have been collecting knowledge and growing best practices for my business area of Enterprise 2.0. I recently changed my position at Navstar to focus on this exclusively and now I am no longer the Director of Technology, I am the Director of Enterprise 2.0. (new business cards have been ordered).

With that, the past few years I have been growing our Enterprise 2.0 business at Navstar, I nc. This growth comes from my personal experience in managing communities over the past 15 years with the various tools available. As the community grows, technology is growing and evolving with or without it. Some communities embrace change, others do everything they can to resist.

With that, I have developed the Enterprise 2.0 Life-Cycle or ELC2.0

The Enterprise 2.0 Life-cycle

This life-cycle is the stages in which I have seen organizations, communities, and businesses adapt to the changing and available technologies that help their organization grow and thrive. This may ring a little familiar to those who are familiar with the Software Development Life-cycle (SDLC), the long, costly, and project creep way of doing business. In this approach, we do not wish to reinvent the wheel. We firmly believe that there are many excellent open-source solutions that are ideal for business collaboration, communication, networking, and transparency.

Evaluation – The Enterprise 2.0 team evaluates the customer for their needs, conducting focus groups and attending meetings of those in the target community. A requirements document is developed based on the discussions and presented to management for a proposed solution.
Enterprise Implementation – All activities and tasks are derived from capabilities, actualized by deliverables, and produced into an implementation document.
Customization – During the pilot introduction and eventual community roll out, the Enterprise 2.0 works with customers to tweak the enterprise solutions (toolkit), to fit the communities needs. Not just an out of the box solution.
User Management – An experienced Community Manager will work as a part of the larger community to bridge the technology and cultural gaps, develop guidelines, and tutorials for new users. As well as act as initial Tier 1 support until additional staff has been trained.
Training – As you introduce new tools to your community they will replace existing business practices. With new technologies and tools, comes a bit of a learning curve for some. This is why we believe training is essential to the deployment of Enterprise solutions.
Evolution – As the community comes on line with the tools replacing old business practices with new techniques, comes the desire to do more. This becomes the natural cultural evolution of the community.
Revolution – The cycle continues as the revolution takes over. The community suggests new tools and new technologies on their demand bringing back the circle to evaluation, in which the Community Manager and Enterprise Architect consider the community input to take it to the next level.

Now this is not the entire strategy I am posting, but rather the highlights [excerpts from our Navstar, Inc Whitepaper on Enterprise 2.0 for Business] of the overall implementation of Enterprise 2.0 within a community, be it business in the private sector or the Government. If your business or organization would like to learn more or are looking for a company with Enterprise 2.0 experience and solutions that encompass the entire life-cycle, then feel free to reach me at my work email account [abaker at navstar-inc.com]. I would be happy to listen to your needs and open a dialog for a solution in which Navstar can help you.

Enterprise 2.0 for Government Event Feeler

Posted on February 19, 2009 by Andrea Baker

I wanted to put out a feeler for a conference I am planning on behalf of my company Navstar, Inc to happen sometime in June October* (as soon as I get a venue confirmed). The conference is already in planning mode, in fact I am heading to a dinner shortly to work on this in more details.

Target Audience and Goal

I would like the target audience to be High Level Government Employees with decision making capabilities, to the likes of Vivek Kundra and other Government CIOs, CTOs, and their staff. Ideally the end customer would be high level decision makers in Federal and Local DC Metro Government, as this will be somewhere inside the DC-Metro area. However, general participation is being planned for transparency and openness.

The goal of the event is to really make aware of other Government members of projects that highlight efficiency, collaboration, cost-effectiveness, and reusability. I would love to extend this to be bigger to include more areas of Government, but since this is the first time event, I would like to keep it manageable in the first run, with hopes that this turns into a bigger and annual event.

Style

I am looking to do the conference in the style of TED in which speakers/presenters can showcase their work/idea/thought/project with a 15-20 minute slot time. In addition, would be able to showcase their stuff in an exhibit hall for more of a deep dive.

I am also looking to see if there would be interest in a barcamp, if this was a multi-day event. Right now, I am thinking it would be 1-2 days depending on the submissions to present.

Content

This event is not to compete, but to continue and expand upon connections and networking achieved from the Government 2.0 Camp and will be promoting as well as soliciting presenters/speakers from that and other events. In general, we are not so much focusing on contractor solutions but tools and ideas that are in place now that are connecting the enterprise to meet the points I stated above.

As I mentioned, this would fit the specific purpose of communicating to decision makers and other programs of best practices, successes, and failures.

Sharing and virtual participation:

I was thinking I would run a live channel on mogulus with a twitter hashtag (#e20gov) and feed running on the program. I’m planning to keep this unclassified and transparent.

If you are interested in helping out (volunteering), presenting, or sharing ideas. I would love to hear from you.

You can reply here or follow me @immunity on twitter

I originally posted this feeler on Govloop and have reposted this here for maximum exposure and discussion. Please feel to ask me any questions about the event if it has not been covered already.

* Changed date to October to prevent June conference fatigued and to not compete with Enterprise 2.0 in Boston, in which I might attend.

Andrea Baker – Your Chief Social Engineer

My Life Through The User-Driven/Generated Web

Tag Archives: Enterprise 2.0