Banking on Enterprise 2.0 to Deliver…

Week 10 and we’re on the home straight! This was obviously by far the broadest stimulus so far, and possible one of the trickiest. We have covered the potential use of blogging and wiki’s as well as the intergration of social networking into enterprise, but what about all of them working together? Some organisations have developed intranet based information guides to try to cover all of the FAQ’s raised by staff but these can often become outdated. Raising a question outside the scope of these guides often means asking your boss, who may not know, then they have to ask someone else, and then you have a game of chinese whispers.

The company that I decided to base this discussion around is the infamous ANZ bank. I chose this for two reasons, the first is my partner has worked for them for three years, and secondly for a company employing very advanced technologies they are lacking here. ANZ has a number of conventional enterprise systems that perform their day-to-day tasks, however I will be focussing on the retail or in branch side. Their main system is Oracles CRM (Customer Relationship management) SIEBEL. This looks after the majority of their retail level tasks including the opening and maintaining of customer accounts, conflict resolution and general inquiries. Coupled with another one of Oracles products, Peoplesoft, that handles all of ANZ’s internal financial and payroll duties ANZ has a well packaged off the shelf enterprise system.

But what about the people who are using this system? It can often be frustrating trying to learn a new system (ESPECIALLY SAP), and when a user is asked to perform a task outside their normal duties it can become disconcerting. As i said earlier ANZ has a fairly comprehensive intranet information guide in place but this is like reading an instruction manual to a space ship. People generally respond better to information written in their language with a degree of personality. This is where a corporate wiki can become useful with information to supplement the intranet. If there was a tool within the information pages that gives staff the opportunity to comment on or amend sections, or simply leave a helpful hint, it would personalise the whole process. It reassuring to know that someone else has been there before you and experienced the same issue.

The retail environment of a branch is a very sales oriented area as it is the ground level of the organisation. Every person that walks through those doors potentially has money to invest, or their existing cash could be better organised. Sitting on some money? How about a term deposit? Wanting to save for that holiday? How about a high interest savings account? Now all of this is taught to the personal bankers and they are expected to sell sell sell to every person they encounter, but other than water cooler conversation how can they exchange their experiences? An online wiki or blogging tool where each employee can read what is working in different branches and what is trending at any given time. This also would have huge advantages for the managers as they will see not just the facts and figures generated by the ERP system, but gain insight into how their staff are feeling as they go about their jobs. This extra insight should enable the manager to alter conflicting issues within a branch or add something that is missing.

ANZ is a truly massive organisation that spans several countries in the southern hemisphere. Posting a 2009 profit of $3.47billion and employing over 30,000 staff it thrives on efficiency and streamlined processes. By employing a widely used CRM system they have ensured that their internal systems are tried and true. Banking is an age-old and generally very conservative industry however they are one of the most advanced ICT consumers around. The use of secure internet banking, ATM’s, credit cards and now the mobile generation of iPhone apps and text to transfer they have demonstrated their willingness to adopt. Enterprise 2.o is rapidly improving nearly every industries productivity that has deployed it in its various forms. This seems like a natural progression for an organisation that invests so much in technology.

But really, with how many fees, charges and tariffs they slug us with they can afford it!


The Politics of Social Media, Literally… (PART 2)

After thinking some more about this topic over the weekend I think I need to make the differentiation between politicians and government agencies a bit clearer. The people I was intending to base the discussion around was the government agencies themselves not so much the politicians however since all we have heard about this last couple weeks is the federal election it seemed fitting to mention that they too are embracing the technology.

As for government agencies there are so many that come under this banner. From  Education QLD to the QLD police there is a huge variety of areas these organisations are involved in but the one that interests me the most is QLD Health. QLD Health is the governing body for anything concerning the health of QLD citizens. This means your local GP, our hospitals, restaurants and even your employers work environment you so enjoy each day. But what legal risks are posed by the staff in this department utilising social networking?

One of the biggest concerns in the health industry is the upholding of doctor patient confidentially. By this I mean that any medical records are confidential. Now what happens if nurse Susan @replies nurse Joanne “Wow Mr Baggins bowel cancer makes him stink like a something!”  This statement straight away poses multiple legal risks such as:

  • Confidential information disclosure
  • Breach of privacy
  • Potential Discrimination

Now although I would like to think that most nurses are compassionate people but we are all human and humans are judgmental creatures so lets break it down. By stating Mr Baggins has bowel cancer she has breached his privacy by not only naming him but also information regarding his condition. By putting a negative connotation with his condition regarding his hygiene could lead to discrimination by other staffers or any of Susan’s followers.

Now as for the associated risks for the hospital. As with most avid Twitter users with the exception of myself, Susan probably has a Facebook. This would mist likely say that she works for the Shady Acres Hospital which is a QLD Health run institution. So straight away this poses a potential reputation risk to the hospital as it paints their nursing staff in a bad light.

At the end of the day Susan should not be tweeting about patients. But then again if she were to tweet “I dont know if i can be bothered sterilizing these instruments Im clocking off in 5.” it’s creating a negative perspective on both her ethical practises and the quality of her work.

QLD Health suffers enough scrutiny from the public with everything they do and their reputation is vital to the publics piece of mind. The Dr Patel case recently has shown their zero tolerance stance on misconduct or improper work habits. Now I know his was a case of medical negligence but the enthusiasm and ferocity with which they pursued showed the public that they are serious about what they do. If any one of their employees were to make an inference contrary to QLD Healths  policy im sure their jobs would be pursued the same way.

The Politics of Social Media, Literally… (PART ONE)

Social media has rapidly risen to the advertising method of choice for many groups and organisations for its ease of distribution and cost effectiveness. With the general publics growing Facebook addiction and Twitter mentality it’s no wonder that the biggest publicity whores of all, politicians have jumped on the band wagon. I think the first instance of this in Australia at least that I can recall is the Labor party using YouTube to promote good old Kevin 07. This also extended to Kevi’s Myspace and Facebook fan pages which have now become the norm for all pollies so it seems.

This current campaign is no exception with Julia Gillard Tweeting several times a day. This of course is not to be outdone by her best mate Tony Abbots incessant propaganda machine. However as much as I hate to say it QLD Premier Anna Bligh’s twitters actually seem to be written by a human and contain words like “sex” and “move on brother”. I guess when your jobs not under threat you can trash talk all you like!

But the point to all this is what are the legal risks and ramifications associated with not just the pollies using these tools but the use of any social media within the government and government agencies? With topics like the National Broadband Network at the top of the electoral issues its obvious that the government is making its best efforts to keep Australia moving forward in the technology stakes; unless of course you believe Tony’s POV. However there is no better way for them to demonstrate their commitment then to be seen using technology and at least pretend they have some understanding. Despite Steven Conroys obvious lack of understanding their intentions are good.

Now to try and get back on topic and not voice my political opinions any further! These public figures are taking full advantage of applications like Twitter and Facebook to interact with their public in an attempt to personalise their positions. This in itself does not pose any risks as such but what happens when a backbencher Tweets something that doesnt appear to be pro their party? Does this constitute as Malcom Burrows puts it,  “Damaging the employers interest and is the conduct incompatible with the employees duty and an employee.”

In the case of politions the unfair dismissal laws are more or less non existant, as I dont think they are actually employed as such. Rather they can be voted out of the party by the other members. This would certainly be a different dynamic in the workplace…