lessons learnt from implementing enterprise social software at cisco

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

Dr Colin R Seward, IT Senior Director Communication & Collaboration IT

March 2011


Globalization

Scale Speed

Green

Empowered Employees

Business

Web 2.0 Technologies

Service-oriented

Architecture

Always On

Virtualization

Technology

Consumer Communication

&

Collaboration

Mobility

Explosion of Content


Employee Demands

“I want Facebook for the

Enterprise...”

“I’m going to do it whether

you support it or not...”

“Why can’t I get access

to…”

Enterprise Demands

Compliance

DR Strategies

Security

Operational Excellence

QoS

Backup and Recovery


Integrated Workforce Experience

Goal is to drive productivity, growth, and innovation

Connect Communicate Collaborate Learn

Powered by Cisco Quad

the right people, resources, and content at the

right time

more effectively and efficiently

Internally and externally

from all


My View

People Connect

Information Communities Collaborate Communicate

Learn


Delivering productivity, growth and innovation


Finance Manufacturing Utility

Transportation Government


Integrated Workforce Experience Powered by Cisco Quad

Enterprise Social Software

Instant Messaging

Blogs

Wikis Forums

Communities

Applications & Services

Workforce Services

MyCompensation

MyBenefits

My Approvals

Directory

HR Systems

CRM/ERP

Business

Intelligence

Personalization & Relevancy

Search

Content Workforce

Data

Tagging

ID Managemnt Policy Management

Cisco Video Communication &

Collaboration

Cisco Cius

Flip Video Conferencing

Unified Communications

Enterprise Video

Result is a personalized, relevant workspace

http://images.google.com/imgres?imgurl=http://www.wizard-systems.com/images/crm_software_lifecycle.jpg&imgrefurl=http://www.wizard-systems.com/&usg=__nq-44RUNGkK4oL6d3j74N8GeA0g=&h=220&w=220&sz=28&hl=en&start=3&um=1&tbnid=a2Fyry9rWtZtcM:&tbnh=107&tbnw=107&prev=/images?q=CRM+systems&hl=en&rlz=1T4GZHZ_enUS228US228&sa=N&um=1

http://www.datatraverse.com/style/ERP1.gif


Document Management

Off-Prem Data On-Prem Data

Web Services Layer

Data Access Policies Layer (entitlements, identity management, authentication)

Common Application Services Layer

Collaboration Applications Layer

Devices Layer

Mobility

TelePresence

IP Communications

Flip

Desktop

Directory Communities Integrated Workforce Experience Portals

Cisco Network Layer Tagging Security Policies

Network Services

Medianet

Transactional SOA App

Access RSS Video Wiki Blogs Forums

Calendar

Meetings IM Tagging Ciscopedia

Conferencing Email

Directory

Tagging Search Grouping Notification Content Exposure Collaboration

Web Services API to transactional

system (CRM, ERP)

Web 2.0 Data Multiway Metadata

Video repository

Transactional System Data

Document Repository

HR Data

Transformational /UI Layer (any device, anywhere, anytime)

Data Aggregation Layer

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 12

The Evolution of the Integrated Workforce Experience

RSS Discussion

Forums Virtual

Meetings Wikis Blogs

Video Sharing

Unified Communications

Social Bookmarking

IM

Platform Building Blocks Technologies


Video Communication &

Collaboration



New Business Capabilities Integrated Workspaces

New Cisco Workspaces WebEx/MP Hybrid Client Directory 3.0 Ciscopedia

i-Zone Internal

Innovation Site

FCLN Finance

Collaboration & Leadership

Network

CDN Cisco

Developer Network

Integrated User Experience

Evolution of the Integrated Workforce Experience



Instant Messaging

Enterprise Collaboration Platform

Blogs Wikis Forums

Communities


Workforce Services

MyCompensation

MyBenefits

My Approvals

Directory

HR Systems

CRM / ERP

Business

Intelligence


Search

Content Workforce Data

ID Management Policy

Management

Tagging

Social

Tagging

People,

communities,

information

Personal

Dashboard

Micro-

blogging

Content

Management

Advanced

Search

Community

team space

Video:

Cisco Show

and Share

Directory

Profile

Applications

and Services

Cisco Video Communication &

Collaboration

TelePresence Unified

Communications

Flip Video

Conferencing

Enterprise Video

Click to call,

IM, meet,

email

Blogs,

wikis,

forums

Integrated

Cisco UC and

Presence

http://images.google.com/imgres?imgurl=http://www.wizard-systems.com/images/crm_software_lifecycle.jpg&imgrefurl=http://www.wizard-systems.com/&usg=__nq-44RUNGkK4oL6d3j74N8GeA0g=&h=220&w=220&sz=28&hl=en&start=3&um=1&tbnid=a2Fyry9rWtZtcM:&tbnh=107&tbnw=107&prev=/images?q=CRM+systems&hl=en&rlz=1T4GZHZ_enUS228US228&sa=N&um=1

http://www.datatraverse.com/style/ERP1.gif


Rich Presence Information

Click to call, chat or meet

Integration to Blog Platform

Videos and content that Darrin authored or recommends

Darrin’s interests and communities

are easily accessible

People


Integration with Tagging and Ratings

Integration with Show and Share

Integration with relevant blogs and discussion forums

Integration with Directory to show Experts

Integration with related Communities

Information


• Business Work Groups

• Enterprise Council

• Product,Service

• Project, Program

• Support

• Executive Metrics

• IWE for Women

• Team Cisco Volleyball

• Cisco Cancer Survivors

• Job Role

• Organization, Department

• Customer, Partner, Account

People Work Life Interest

Open Restricted Private



• Product, Service


• Support


• IWE for Women



• Job Role





• Product, Service


• Support


• IWE for Women



• Job Role





• Products, Service


• Support



1

2

3

3

3

3

Key Tenets

1. Headline News

2. Architectural Plays

3. Sales “Care Abouts”:

- My Bookings

- My Pipeline

- My Notifications

- My Commissions

- My Opportunities

1

2

3

3

Communities

Communities: Access Relevant Information and Applications


Key Tenets

1. Key Topics

2. Discussion Forum

3. Common

Engineering Tools

1

2

3

Communities

1

2

3



1

1

2

3

3

1

2

3

Executive Dashboards

Bookings

Market Share

Channels

Customer Experience

Councils and Boards

Communication &

Collaboration

Competitive Positioning

Business Updates

Competitive and Market

Updates

Key Tenets

Communities



Topics

• Mentoring

• Career development

• Work-life integration

• Networking

Consolidated view of

all global WAN

communities

Easy access to

social networking

technologies

Professional

development links

1

2

3

4

2

3

4

1

Integrated Workforce Experience Communities: Access Relevant Information and

Applications

Key Tenets

Fun Facts

- 8 different functional groups

- 7 different countries

- Content in many different

languages

Communities


Central view for

customized Cisco news

Integrated with

Exchange for mail,

tasks, and calendar

Integrated contact

lists across all

spaces

Integration with

Communities and Projects

My View

My View: Work Your Way.


iPhone

iPad

Cius


Integration and Interoperability

Cisco TelePresence

WebEx Video Meetings

Cisco Unified Video Conferencing

Cisco Show and Share

Digital Media Signage

Cisco TV Broadcast

Cisco Unified Video Advantage

WebEx Connect Video

Cisco Unified IP Phones 1 to 1

1 to Many

Many to Many

Cisco Video Ready Network


Executive Messaging

Product Demonstrations

Learning & Tutorials

HR Training

Community Involvement

Meeting Recordings

Company Meetings


SECURITY Network Security, Information Security, Access Control

STORAGE Physical Storage Management, Digital Asset Management,

Records Management

DEPLOYMENT Facilities, Governance & Communication, Provisioning,

Logistics & Installation

NETWORK & CAPACITY MANAGEMENT Bandwidth Management, Call Management, Network Monitoring,

Content Delivery/Distribution

SERVICE & OPERATIONS Support Strategy/Model, Case Management, Proactive Monitoring,

Upgrade & Release Management, Training

ARCHITECTURE Network, Infrastructure, Data Center

BU

SIN

ES

S V

AL

UE

(V

alu

e/C

os

t, U

se

Cas

es)

ME

TR

ICS

(

Pro

ce

ss

& D

ata

Ma

na

ge

me

nt,

Op

era

tio

ns/O

pti

miz

ati

on

Me

tric

s)

VIDEO

SHARING

VIDEO

CONFERENCING

VIDEO

STREAMING


Process

Technology

Culture

Quad Video Unified Communications TelePresence Instant Messaging Access to transformational systems Security

Scalable, integrated processes

Services framework Business value

Leadership Change management Governance Transforming how we work


Andy Starr WebEx

Kevin Harrington CVCM

Marisa Chancellor

IT

Shanthi Iyer Sales/IT

The C&C cross-functional board drives innovation and success in communication and collaboration at Cisco

Van Dang Legal

Jodi Krause Corp Positioning

Mala Anand Services

Rick Hutley IBSG

Don McLaughlin HR

Tricia Baker Engineering

Chris Treille WW Channels

Harbrinder Kang

Corp Comm

Sheila Jordan IT

Co-chair

Jim Grubb Corp. Comms

Co- chair

Mike Metz Marketing

Christine Castle Sales

Amy Kwan Finance

Murali Sitaram Engineering

Lance Perry IT

Angela Stark Corp Comm


0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Functional Groups

Blogs Discussion Message Documents Posts

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential Presentation_ID 32

144k users 20m IM chats per Q

56% growth Y/Y

Instant messaging

6k threads 19k messages per Q

7% growth Y/Y

Forums

32k Expertise profiles 13.2m searches per Q

12% growth Y/Y

Directory 3.0

1,111 units 87k meetings per Q

28% growth Y/Y

TelePresence

72k users 549m mins per Q 24% growth Y/Y

Conferencing

15k videos 324k views per Q 129% growth Y/Y

Video

594k pages 432k edits per Q 18% growth Y/Y

Wikis

Growth in Collaboration Services is

Exploding! 303 Communities 1.8m hits per Q

165% growth Y/Y

IWE


Innovation

Accelerate R&D Create new business models Generate ideas

Growth

CEO care-abouts Extend global reach Drive revenue Cultivate new markets Accelerate sales cycle

Productivity

Operational efficiencies Faster decision making Reduce costs Leverage and reuse


In FY’09, Cisco Achieved $1.052B in Net Benefits from Web 2.0 Collaboration Solutions, up from $691M in FY’08

Innovation

Growth

Productivity Remote Collaboration (TP/WebEx/UC) $601.3M

Telecommuting $298.7M

Connected Workspace $11.5M

Mac Wiki $ 5.5M

C-Vision and Video Blogs $11.1M

Expertise Locator (SOAR) $108.6M

Sales Productivity (NEW) $ 15.4M

Total: $1.052B


Sustainable Business Value

Communicate…Communicate…Communicate…Communicate

Change Management

Governance

Metrics

Develop and share the vision 1

Develop enterprise architecture approach 2

Assemble accountable cross-functional leadership team 3

Identify business opportunities or pain points 4

Create integrated technology roadmap 5

Deliver workforce services that surprise and delight 6


Thank you.

lessons learnt from implementing enterprise social software at cisco

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