Mass collaboration is the future of competitive advantage in business. See Gartner’s infographic on the evolution of business.
Social media platforms such as Facebook and Twitter may be all the rage today. But they’re only the beginning of something really big. Their true impact is that they’re spurring a new era of mass collaboration.
Hundreds, thousands, even millions of people can effectively collaborate – like never before – to achieve unprecedented results. Yes, the marquee social web successes like Wikipedia, YouTube, and Facebook are great examples of mass collaboration in general. But what’s more profound is the impact mass collaboration is beginning to exert on the business world. Just like mass production, mass distribution and mass marketing before it, mass collaboration is the next big evolution in expanding business impact. We now have hundreds of examples of organizations that have substantially magnified their capabilities by tapping into the power of the masses. For example, CEMEX employees as part of their collaborated across organizations and geographies to overcome sales challenges in target regions by collectively identifying successes from other regions where the challenges were similar. Or, consider a health care organization that’s using social and mobile technologies to rally their field workers, government social workers, community volunteers, and local church groups to collaborate in helping low income customers to overcome the basic needs hardships like housing, utilities and transportation that keep them from continuing their healthcare plans. Or, there’s the European auto parts manufacturer that uses a social software platform to quickly bring all of their engineers to bear against critical product performance challenges.
The business potential of mass collaboration is enormous. It can turn your customers into an extension of your sales force. It can bring all of your engineers together on your biggest design challenges. It can rally your managers to formulate and drive critical change. The possibilities are endless.
And yet, the vast majority of business leaders don’t understand or recognize mass collaboration as a means to better business performance. Leaders must upgrade their understanding of collaborationwhich is evolving from an amorphous, all-encompassing, but little-understood concept to an “engineered” sets of human behaviors. For example, in researching our book, The Social Organization, we discovered that underneath just about every successful implementation of mass collaboration are four major collaborative behaviors; participant contributions, social feedback, collective judgment, and change propagation. And within each of these four higher-level activities are lower-level and more specific collaborative behavioral patterns. We are now seeing this “engineering” trend embedded in new types of collaborative applications and tools such as Answerhub, Rollstream and Spigit that businesses use to address horizontal challenges such as sales force effectiveness, supply chain management, and idea generation with well designed mass collaborative behaviors. In concert with this trend, we’re seeing more and more companies adopting gamification (the application of game mechanics to non-gaming activities) as a catalyst for collaborative behaviors. For example, Spigit applies sophisticated game mechanics with a virtual currency and idea “exchange” where ideas can be traded like stocks. People gain reputation and placement on leader boards as they accumulating “wealth” by initiating, investing in and supporting successful ideas. This is definitely not old school collaboration.
Organizations are also starting to inject mass collaboration into their business processes, which we call social BPM (business process management). Using social collaboration, the marketing organization of a consumer goods company is empowering their marketing professionals to collectively identify and outright eliminate low value processes to ease the process burden and allow room for more creativity. Another organization is extending their process for identifying and eliminating product counterfeiting to include all employees and customers. And hotel managers of a European chain used social collaboration wiki technology to formulate and propagate a new towel life cycle management process involving a new towel, different detergents and a new laundering protocol that saved the chain almost a million Euros in the first year.
This portends a future where mass collaboration permeates business operations. After all, who’s better at illuminating, optimizing and evolving your most dynamic and critical business processes than the people who are doing it or experiencing it every day? If they own a way to formulate change, then adopting the change becomes a natural progression. And that’s saying something since human resistance is a primary impediment to organizational change. Successful social BPM will help organizations respond and adapt to change more easily.
This is just the dawn of the age of mass collaboration. Leading organizations are driving transformation now, and mass collaboration is on the fast track. Leaders who seek competitive advantage through mass collaboration must actively drive change— and fast, as the window of opportunity for competitive advantage is closing. The next two to three years will be critical, and how you, as business leaders, respond today to the mass collaboration movement may determine, in the not too distant future, whether your business thrives, survives, or disappears.
Are you experiencing the new age of mass collaboration in your company? What are you doing about it?
Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.