The Workspace for a

New Workforce

Welcome to today’s webinar!

There will be silence until we begin today’s presentation.

Today’s twitter hashtag is #tibbr

Millions of subscription users

100+ countries

Experienced implementation team

Customer success program

24 x7 x 365 global support

Company OverviewTIBCO Software

Founded in 1997

$1.1B revenue in 2013

70 offices, 25 countries

4000 customers

200 partners

3500 employees

tibbr

veritec

Presenter: Matthew Ryan

twitter: @matthewvryan

au.linkedin.com/in/matthewryanveritec/

BUILDING A BEST

PLACE TO WORK THROUGH SOCIAL COLLABORATION

Our Implementation

• We did control the information architecture

• We did use specific business use cases

Our Adoption

• 20% active contributors, 50% comment and like, 30% read only

• Now an essential part of our organization

• Rubber hits the road when habits are formed to visit tibbr like email or

voicemail and staff turn off email notifications

The email problem

• Impossible to sort the important from not important

• Impossible to sort the urgent from the not urgent

• Unable to unsubscribe from the “reply all” hell

• Email is growing exponentially

• Productivity falling as a result of more email

• Email is a poor medium to host a conversation

• Email is a push mechanism

Email post tibbr

• Evidenced by less email

• Conversations are better in social

• Staff can control how information comes to them

• Can change digest for less important subjects to less frequent

• Can follow important subjects

• Conversations are structured by subject and conversations grow over

time stay in that structure

Executive Decision Making Problem

• The more executives we have the harder it is to get

them in the same room to discuss issues and make

decisions

• No formal way to record the outcome in a way that

can be passed to staff for implementation.

Executive Decision Making Post

• Quicker with a better outcome

• Poll feature allows us to pose the question

• Conversations about the matter are welcomed

• Executive can elaborate on their simple poll response

if they feel the need

• Organising events becomes much easier

Building Engagement

• This sort of thing would do the rounds via email,

usually to a group email list that you could not

unsubscribe from.

• Supportive of our culture

• Transparent and engaging

Presentation Outline

Knowledge Sharing Problem

• Had no way for communities of practice to have conversations

about IP development

• Had no way for communities to come together other than through

email

• No way for communities to form

• Email relies on sender knowing who should be in the address block,

which means you either miss the opportunity to have the right

people contribute.

• Or the sender sends the request for knowledge to a mailing list or

worse everyone@veritec.com.au

• Replies to knowledge requests do not persist

• Not accessible by others

• 80% of knowledge is Tacit. It is in the heads of our people and is

never codified or captured as formal artefacts.

Knowledge Sharing Post tibbr

• Supports access to Tacit knowledge

• Helps organise information into subjects

• Consultants follow the subjects they are interested in

• Does not rely on someone knowing to talk to

• More productive workforce

What’s Next

• Following business events in our line of business systems

• Contract about to exceed its $$

• Birthday of a staff member

• Invoice issued to a client

• Receivables now 90 days for an invoice

Too many mailing lists

• Too many lists

• No idea who is on them

• Staff did not know how to subscribe/unsubscribe to them

• “Reply All” still applied

• Too much email noise with no control over how to receive

messages from mailing lists

• Overhead for the support team in keeping the lists up-to-

dateCT team in keeping the lists up to date

Mailing Lists post tibbr

• Single list for important announcements

everyone@veritiec.com.au

• External facing email aliases which go into structured

systems

The CRM Problem

• No CRM

• I did not think people would use it even if we had one

• Wanted to see if we could use tibbr to capture intelligence

about our clients

The CRM Solution

• We still don’t have a formal CRM

• We use our practice system for structured data

• Tibbr has become the place where client care, client

intelligence and client needs are posted and discussed.

• Simple to do

• Highly accessible

• Low barriers to adoption

Presentation Outline

Who

we are

• Professional Services Firm

• Established 2004 as Cordelta,

• MBO of technology business units

completed Dec 2013

• 70 staff and 30 contractors

• Best Place to Work 2011 (11th), 2012 (7th),

2013 (10th)

• Disconnected consulting workforce

• Spread across clients and locations

• Teams range in size from 1 to 20

• Engagements range in duration from 2

weeks to 2+ years

Our

Systems

• tibbr: Conversations, decision making,

feedback, polls

• Confluence: project documentation,

structured knowledge

• JIRA: issues, risks, change requests, EPICs,

Storeys, tasks, bugs

• Email: External Meessages, Broadcasts

• Office 365: Document Libraries

Our key

problems

• Too much email!

• Inefficient decision making

• Mailing List Maintenance

• Many different groups/communities

• Knowledge lost in email

• Practice Group Collaboration

• No CRM

• No way to monitor activity with clients

tibbr to the rescue

Mr Incredible is a Pixar Character, unsure of his position on tibbr.

Email Jumble/Too Much Noise

Sorted!

Decision

Making

Effectiveness

& Efficiency

0 3 6 9 12 15 18 21 24 27 30 33

Meetings, Synchronous

tibbr, Asynch

Email, Asynch

Good for shouting!

Good for building relationships only.

Decision Making – Effectiveness Curve

Good for conversations,

decisions etc!

Community

Building -

Consensus

Practice Development

Explicit

Tacit

Example of Social

Go Karting or Gardening and Steam

Community of

Practice

Development

Accessing

tacit

knowledge

Too Many

Mailing

Lists

Minimum Lists

Now

Subject Structure

Example of Social

Go Karting or Gardening and Steam

Social Use

Case

Sales

EffectivenessSales Effectiveness Example

Following

Business

Events

Take tibbr for a test drive.

Find customer stories, whitepapers, and

more at www.tibbr.com

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