Change management Social Media Ian Graham Bank of

Change management & Social Media Ian Graham, Bank of Montreal ian. graham at bmo. com Acuity Forums 10 Feb, 2010

Ian IT strategist

Landscape Themes Case Studies Discussion

Success = Clear Goals agility, efficiency partners customers marketing, communication Sales, service Don’t want to be left

Themes

H Horizontal Community Control R Risk T Technology Cu Culture

Horizontal = nonhierarchical Organizations = hierarchical cultural barriers, conflict,

Community what where many value ?

Control

management. . . trusted behavior key to a community high performance culture

Risk

reduce uncertainty need uncertainty unknowns High performance culture

Technology

IT timeline . . . years web 2. 0 timeline. . . months tech driver . . . risk mgmt goals conflict. . . You bet!

Technology Barriers

non-standard technologies management model different service levels skills, expertise

Culture

Workplace use email don’t use IM little social networking create then collaborate Generation Y don’t use email use IM social Network hub collaborate to create

Who will we assign to update the wiki? H Com. Con R No blogs – I don’t want the wrong message to get out! H Com It would be good for me to have my blog: can I get someone from HR to write it? How will we control this? Everyone else is using Word, email – I don’t understand why we want to do this Cu R Com H Culture Technology Risk Control Community Horizontal Change Management Checklist Cu Con R T Cu

Change Management Success Factors n Who will we assign to update the wiki? n No blogs – I don’t want the wrong message to get out! n n n It would be good for me to have my blog: can I get someone from HR to write it? How will we control this? Everyone else is using Word, email – I don’t understand why we want to do this Executive education and understanding Executive sponsorship / leadership Policies, guidelines, and communication Training, focused implementations, and early successes.

What to do?

clear goals start small learn as you go build on success leverage change

Keys to Success know prize clear candidates sponsorship right technology incentives, policies training, support track

alt. . (2) steering committee playbook understand culture decide what to share start small great pitch patience evangelize

Case Studies

Blogs at Sun (2005) Prize customer relationship Project let anyone blog Sponsor CEO (Jonathan Schwartz) Technologyanything Goal let people know what we are doing! Policies Training Provided up-front, public included in roll-out Track usage, good PR, no problems,

Contact Centre (2008) Prize better call handling Project Staff instant messaging Sponsor Contact Centre VP Technology architectural standards Goal faster, better Policies written, published and shared Training Roll-out included training, support Track reduced call length; improved customer satisfaction scores

Project team Wiki (me) Prize better collaboration Project Use a wiki to document ideas, work Sponsor Director Technology Twiki (non-standard) Goal not clear. . Policies no clear incentives, policy Training Limited training, support provided. Track limited use, fallback to standard tools (Word, PPT, email)

Intellipedia (2005++) Prize Improve inter-agency collaboration Project Use wiki to document info, work Sponsor Managing director Technology mediawiki (customized) Goal faster analysis, response Policies Incremental incentives Training limited training, support provided. Track Looking good: originators won Homeland Security medal in 2009!

Facebook Money Lounge

Facebook Money Lounge (2007) Prize Customer connection, learn new media Project Reach out to students via Facebook Sponsor VP of Customer Segments Technology. Outsourced to new media firm Goal Student outreach / experiment / learn Policies Documented for engaged TD staff Training Provided for engaged TD staff Track Pretty good – still maintained, circa 14, 000 Facebook members, moved into lots of new areas (coupons,

Thank Your experiences? Your feedback? Your ideas? ian. graham AT bmo. com http: //www. iangraham. org/talks/