As anyone who follows should expect, the theme is social, social, social. Alistair Rennie kicked it off by introducing Michael J Fox. He’s as humorous as ever even as he talk the lighter side of life and Parkinsons Disease.
IBM defined social business as the applications of social tools and culture to a business, processes, and transactions. It includes the transactions themselves and the insights you can gain from them. It leads to an idea called collective intelligence. Collective intelligence enables you to
augment skills and improve workload
Discover insights into your business
Improve the process
It’s a competitive differentiator. It brings about new platforms, cultures, skills, and insights. It’s rethinking. It’s like Moneyball. Alistair makes the point that technology does matter, it’s just not the only part of the equation.
Key themes in the technology
Content in motion (e.g social content)
Process and information
All based on open standards so integration can occur to the social platform above
“Social Business is not an IT project. It cannot be a management edict.” It’s Business made Social
Emerging roles will include Community Managers.
IBM Connections Next will include
Improved Activity stream which is a single intelligent place that includes apps, external services, mails, feeds, etc.
access to a wide variety of apps that let you act on transactions and content from the stream itself. (really cool)
Showed ProjExec from Trilog in the activity stream
Showed a New Service Order from SAP in the stream that lets you act on it immediately
Viewed a file, shared it, etc. Even showed the ability to edit a document from the stream directly in the browser.
created an Activity and assigned sections of the document to other people
Read mail from your stream
Quick view of calendar (like Exchange and Domino)
Share always available
New activity stream
Ability to post community status updates
Community owners have access to community metrics on people, participation, etc.
Real time group video (via Polycom technology although I’m sure others can do it)
Integration to ECM like Filenet
includes checkin and checkout, editing of metadata
Now shows related communities and allows you to associate your community to others. This would include internal and external communities
Example: question on facebook can be transferred to an internal community forum
Mobile experience for Connections looks really good
Newspaper like approach makes it easily readable
IBM Connections Mail
as noted before, can connect to Outlook and Notes
Pushes it all Connections in the stream
IBM docs can be in the cloud or on your computer
It’s part of a desire to unlock the content wherever it may reside
“SharePoint is a document coffin“
New Mobile Capabilities
Using Notes Traveler to do quick demo
New Symphony (IBM version of OpenOffice) viewers
Can upload from a connections app (he was using a tablet)
Showed the next release of the Connections app on Android
Has tighter integration with the hardware
make call, send email, share business card all from the Connections app
Sametime client can remain suspended in the background to save battery life
Uses Apple notification service when message comes in
Allows voip calls for voice and video
Polycom, Aruba, and other partners enable this
Also was using a Plantronics headset
Just added support for Windows phones on Nokia devices
Bayer Material Science CIO, Kurt Derow spoke. Bayer Material sicence researches a lot of materials innovations like using CO2 as material input and making nanofoam. They decided to use IBM Connections and deployed small but quickly. Connections use grew virally to several thousand users and is now rolling out to over 125,000 users. Existing content will be migrated to Connections from other systems.
Operating a social business is changing a culture. Rather than use lists in excel to track users in a launch, they used tags in profiles to find for example key user and Melbourne. It’s much more than just technology. Psychology is involved as well. However, without easy to use technology they can’t make that next step.
Exceptional web Experience
Needs to be mobile, scalability, provide rich content, access to social communities, and access to analytics. IBM created the Customer Experience Suite to provide all of these items. New news. IBM Experience Suite next is now open. That includes PortalNext, WCMNext, and Web Experience Factory Next.
Started with a tablet as main input device
Mobile themes make it easier to take existing site and “mobilize it.
Includes resize as real estate change and as landscape or portait mode changes
Showed in context page management systems with access to authoring and analytics
Edited a content article in the iPad
Noted all of the out of the box features with themes, templates, etc.
Key takeaway is that you don’t need to start from scratch
Made changes to a video (that’s new in Next)
Then dragged a new article onto a slide bar
Showed new comments with highlights on content. That’s an interesting approach to using comments with more than just typing in a box
Showed dashboards with data coming from a variety of systems
Mashed with data coming from analytics, sentiment analysis, etc.
Was able to drill down into sentiment on a specific piece of content
Showed sentiment tracking on LS12 tweet. (It was positive)
Showed comments in the sentiment analysis
Highlighted that the site changes as the channel changes (move from table to laptop and it changes)
Includes the ability to incorporate comments etc.
Can turn on web analytics and show graphs inline for each piece of content. (looks really cool)
Shows survey results inline
Bryan notes that it will easiliy integrate to smarter commerce (I’m somewhat skeptical of this but probably need to dive deeper before final judgement)
Built a new page
Used a number of page templates
made it externally facing and includes a number of portlets like activity stream, members, blogs, discussions, voting, etc.
Lufthansa processes 72,000 online transactions in 60 seconds
Adding social into customer service process improves satisfaction by 18%
See a 15% boost in revenue when implementing social
68% of people now access a social network through a mobile device
38% of mobile users make purchases via their device
Sandy Carter, “Websphere Portal plans to be THE social portal”
Denise Hatzidakis, CTO of Premier
Denise Hatzidakis, former Perficient rock star, spoke about what Premier is doing. Their key challenge is about health reform.
“My first grader doesn’t think twice about seeing online assignment, grabbing a tablet and talking with cousins oversees.”
A doctor may only have access to a limited amount of information.
Knowledge and numbers may not be the end all be all.
Once they have the intelligence, they need to find the triggers. “Shape the plume of data and define the world”
It requires collaboration across the industry. Today, healthcare sees a huge number of mistakes causing $18 billion on unnecessary expenses
Connected care is becoming the new normal
Premier wants to create an effective model for care and innovation
Notes and Domino Demos
Enhancing Notes and Domino incorporates activity stream mentioned previously
Lets in context content into your inbox
Other applications that support open social standard can send it into your inbox
Lombardi business process
XPage apps can be emdedded
change content in the app
send the notification to mail
Interact with the content in your email
embed social services in your applications
this includes a number of objects available from xpage designer
Enhancing webmail and inotes
Putting Sametime client into iNotes
All the open social supported transactions are also supported in iNotes
Notes doc links which usually need the Notes client are now available as web pages. (Lots of excitement on this one)
Note: it needs a browser plugin to do this
Notes Social Edition coming soon
All notes users now entitled to Connections Profile and Files.
Xpages now uses Open Social
Can now run Notes DB’s on the web. Again, you get this via a browser plugin
New XWork Server
Winner of the Social Business Application Development: Trilog Group
Building open social gadgets for almost all their services like profiles, etc.
This seems like a very interesting way to extend those services outside of the IBM world
Mike Rhodin, Senior VP in the IBM Software Group, spoke about the cloud. Cloud technologies represent opportunity to not only advance but reinvent IT. IBM has been investing in cloud capabilities for the past decade. This past fall, IBM launched IBM SmartCloud which is one location for all the Cloud offerings.
The newest addition to SmartCloud is LotusLive. LotusLive will join the SmartCloud as, “IBM SmartCloud for Social Business” (say that ten times fast).
Client GAD talks about his company and how they reach and connect with customers.
Banks rely on GAD to stay at the forefront of consumer changes
GAD noticed consumers using iphones, ipads and other devices.
GAD introduced WAVE.
first goals was to have banks become social businesses
enable banks to become independent of local client server environment
create new service models
Launched Bank 21 web is a browser based solution in a private banking cloud
solved the connectivity problem between a browser and all banking services
can be inside the bank and between client and banks. introduces new social capabilities
Shows customers new service
Introduces ECM capabilities
Based on WebSphere, IMS, and DB2
All in the cloud
Partner Award: Best Social Business Solution in the Cloud: Applicable Limited from the UK
Drug or Drug Device Portals
Thu, Oct 23rd 2014 10:12a Michael Porter Eugene Sefanov has a nice post on the value of a patient portal for those who use a specialty drug or drug device. He goes into some detail on the possible use cases with that kind of portal. I like the approach he takes. Just being prescribed a drug doesn’t mean you are going to get the right outcome. Anything you can do to ensure the patient has all the support he or she needs will improve that outcome.
An effective way to provide patient support is through a portal that is sp [read] Keywords: collaboration
Dreamforce: Community Cloud for Healthcare
Tue, Oct 14th 2014 10:15p Mark Polly All this week I’m at Dreamforce, the annual Salesforce conference. Salesforce has come a long way with their platform and they’ve recently introduced Community Cloud. Community Cloud is an evolution of their portal product and includes many features that we see in other enterprise-class, horizontal portals.
We are seeing a lot of interest in portals from our healthcare clients. At Dreamforce, I attended a session on using Salesforce Community Cloud in healthcare. I blogged [read] Keywords: community
Successful Partner Communities with Salesforce
Tue, Oct 14th 2014 12:18p Mark Polly Zero Motorcycles needed a way to consolidate multiple partner facing systems into a simplified user interface, track sales and monitor participation programs and automate workflows. As we’ve seen from other customers, partners had to login to multiple systems. Using Community Cloud, Zero was able to provide one interface for the partners to login into and get information and process leads and improve sales.
Zero’s original model was B2C, thinking that consumers would order electri [read] Keywords: collaboration
Creating Customer Happiness with Salesforce Communities
Mon, Oct 13th 2014 3:12p Mark Polly Community Cloud is Salesforce’s newest and fastest growing cloud (until tomorrow). IDC has seen a huge jump in using social media to communicate with customers and respond to customer inquiries. The top 3 technologies that are planned to be used include discussion forums, public social networks, and online communities, which is where Community Cloud comes in.
Constant Contact, an all-in-one marketing platform, has over 600,000 small business customers. Constant Contact us [read] Keywords: administration
Content Marketing is Inherently Flawed?
Fri, Oct 10th 2014 11:12a Michael Porter In the past week I’ve either read or listened to two heads of global marketing for two well known brands. Both had a similar story with different sides of the same coin. Both had a message that dealt with Marketers having to forget about telling their brand story and go with what customers want to hear. The first was a session about leveraging social data with Michelle Lapierre who is the Sr. Director of Customer Experience at Marriott Rewards. The second is an article at cmo.com dis [read] Keywords: facebook
Why Do Contextual Ads Fail
Tue, Oct 7th 2014 3:12p Michael Porter I’ve blogged about the personalization failure before. Now it looks like others are catching on to the ultimate failure on their part………… even as they harvest huge amounts of private information about us. This article in ComputerWorld outlines the issues. The author Mike Elgan hits the topic of privacy quickly and never lets it go:
Companies like Google, Facebook and Amazon violate our privacy in order to show us relevant ads. So why do their ads miss the mar [read] Keywords: facebook
A Day in the Life of a Social Media Manager
Mon, Sep 29th 2014 11:11a Mark Polly In the BufferSocial blog, Kevan Lee posted an article for Social Media Managers. The post takes a look a “typical” social media manager’s day and breaks down that day into many different activities, represented in the info graphic here.
Mr. Lee also provides several different views on how other people spend their days managing social media. One person, Finola Howard, manages to compress all her daily activities into just one hour per day. Her tasks include:
Use Socia [read] Keywords: connections