If the focus is on the tools being used, the effort generally fails.
If the focus is on people and process, the effort generally succeeds.
I firmly believe that any enterprise social implementation should begin by looking across a business at which business processes can and should be improved by changing the process to leverage enterprise social capabilities. I also believe that training people on tools puts the emphasis on the wrong things (e.g., which buttons to click), but that training people on new socially-enabled ways of working is paramount.
- What business problems do you have that could be solved by collaborating better internally?
- What business processes are involved in the cited business problems?
- How could you change the way management and employees execute these processes to address the cited business problems?
- How will we educate and train management and employees on this new way of working?
See also ROI of enterprise social software