- Collaboration sessions/discussion boards – open forums that enable collaboration between groups around whatever issues, problems and projects they’re working on.
- Follows – By letting staff follow the people, services, projects and devices that are relevant to them, they can stay informed without being overwhelmed with information.
- Status updates – “Short-form” announcements that help people stay connected.
- Wikis – User-generated knowledge bases that are maintained by the whole community to keep them in alignment with your live environment.
- Likes – User-ratings for content, knowledge or services that indicate quality and usefulness
- Hashtags – Tagging improves searchability by grouping different types of content with similar topics.
- Social profiles – A who’s-who for your organization, helping people to pick suitable collaborators.
|Resolve IT issues faster.||Support knowledge is locked up in departmental silos.||Facilitate collaborative discussions and the crowd-sourcing of solutions to issues.|
|Expose a searchable record of historic collaboration sessions to boost the knowledge base and helps support staff (and end users) to find more solutions more quickly.|
|Reduce negative impact of change.||Lack of transparency between IT and the business prevents proper understanding of business risk and impact.||Let end users follow the services and devices they use so that they are aware of planned changes and disruptions. Use microblog status updates to announce changes and linked blog posts or wiki articles to describe detail.|
|Use open collaboration sessions to consult with business stakeholders/end users to crowd-source a full impact analysis.|
|Drive continual improvement of services.||IT doesn’t understand current business needs, or how business needs are changing over time.||Social engagement between IT people and business people promotes better understanding of business demands and the issues that affect productivity. With collaboration tools, IT people and business people can discuss where and how improvement is needed to meet changing demand.|
|Drive business innovation with new technology.||The IT department is bogged down with firefighting common issues relating to current technology.||Facilitate peer support by enabling the sharing of fixes and best practices within the end user community. Collaboration sessions, wikis and a searchable knowledge base empower end users to find information and solve problems without intervention from IT.|
|Improve IT process efficiency.||Geographical and departmental barriers restrict the flow of information.||Integrating social collaboration into ITSM processes means IT staff can tap into an enterprise-wide knowledge/resource pool.|
- Social IT helps you get the most out of your people by creating collaborative communities and transforming the way people communicate and share knowledge. Collaborative problem solving is both more efficient and effective – and translates into higher productivity, lower costs and lower risk for IT and the business.
- Social IT doesn’t start with buying new technology, it starts with examining the challenges that IT faces and working out how social mechanisms can help improve productivity and efficiency. However, tools play a vital part in facilitating open collaboration on a global scale.
- Social IT helps you bring offline collaboration and problem solving activities online – to create a system of engagement that will help you optimize the activities that make up your IT processes.
- Social IT is a “fuzzy” way of working that IT isn’t very familiar with. The open nature of social media requires IT to embrace new ways of thinking and let go of the need for such strict control of data and interactions. However, some governance policies are required.
- Social IT doesn’t require a big-bang approach. You can apply social mechanics to small corners of IT to test the water and demonstrate value before a larger roll-out.
The original article/video can be found at Social IT in the Enterprise: Getting Past the Hype