CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
BUSINESS UNIT:
ABM 551 Fifth Avenue, Suite 300, New York, NY 10176
STANDARD TYPE:
Work Instruction
PROCEDURE TITLE: PS – Learning and Quality Social Collaboration
AREA: Education TYPE OF PROCEDURE:
Products and Services
DOCUMENT NUMBER: WI-ABM-1502 REVISION: 1.1
PROCEDURE STATUS IMPLEMENTED DATE REVISION DATE
Released 01/16/13 11/21/12
UNLOCK DOCUMENT TO EDIT BEYOND THIS POINT 1.0 PURPOSE/SCOPE
“The Internet is becoming the Town Square for the Global Village of tomorrow.” – Bill Gates “Social Media is about sociology and psychology more than technology.” – Brian Solis of FutureWorks ABM is committed to a perpetual learning and quality culture. While there are many advanced learning and quality tools available at our disposal and in use today to build and sustain such a culture, the diversity of, and the means by which we reach our workforce has compelled the ABM Learning and Quality (ABMLQ) Group to develop innovative ways to share information with and amongst our peers using social media as the collaboration vehicle. As the quote above suggests, it’s about sociology and psychology; social media is about people - the platform or technology used is irrelevant as long as the audience can get to the information and use the information to better their professional lives. Furthermore, as echoed in Bill Gates’ sentiment, businesses need to provide a “town square” forum to their employees where social learning and sharing can be leveraged by all. History The use of SharePoint as the primary collaborative tool has and will continue to be pervasive in our organization. However, a majority of our workforce does not have access to the organizational Portals which excludes them from consuming and sharing centralized information. The products and services provided by ABMLQ need to reach all areas of our organization, and those with Portal and Email access is a very small percentage of our workforce. This challenge compelled ABMLQ to leverage third-party social media solutions that are already used by most employees in their personal lives whether through smart or mobile devices or home computers. Purpose The purpose of this Work Instruction is to define the process by which ABMLQ uses social media to communicate, share and consume information throughout the organization. The standardized use of thirdparty tools will provide the organization with consistency in the delivery of learning and quality services and a set of expectations to be met for our customers, our fellow ABMers.
Procedure Title: PS – ABMLQ Social Collaboration
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CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
2.0 RESPONSIBILITIES 2.1 TASK RESPONSIBILITIES
It is the responsibility of all ABM employees to read, understand and support the goals of this WI. It is the responsibility of all Business Unit Presidents to ensure that the applicable employees read, understand, and support the provisions of this WI. It is the responsibility of the ABM Learning and Quality (ABMLQ) Group to continually seek opportunities for improvement in our delivery of services and information using the social media tools defined in this WI.
2.2 APPROVAL / ESCALATION RESPONSIBILITIES The Senior Vice President of Learning and Quality is the point of escalation for all matters inquired upon or contested with regards to this policy. 3.0 PROCEDURE (SOP OR WI STEPS) 3.1 GOALS/OBJECTIVES With any ABM initiative or endeavor, objectives must be clarified in order to measure success and the value the process or effort brings to the organization. ABMLQ leverages existing third-party social media solutions to deliver Learning and Quality related content throughout ABM. The goals or objectives of this approach are listed below. These objectives are categorized by the four perspectives of a Balanced Scorecard as dictated by a Strategy Focused Organization such as ABM: Perspective Stakeholder or Financial
Objective Centralize and interpret feedback from our collective talent into Learning and Quality content. There is a significant percentage of our workforce who remains unheard; we can leverage the expertise and knowledge of subject matter experts by harnessing information that can evolve into new business opportunities.
Value What’s in it for our stakeholders?
Customer
Create awareness of the services provided by ABMLQ. As the breadth of ABMLQ’s scope expands, the ability to inform fellow ABMers of the services that can be availed is critical to realizing the value the group provides.
What’s in it for our Customers?
Procedure Title: PS – ABMLQ Social Collaboration
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CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
Internal Process
Effectively reach a large and diversely connected (or disconnected) audience. The standardized approach to the dissemination of information gives the audience the comfort in knowing what to expect.
What’s in it for the organization?
Learning and Growth
Promote a culture of inclusivity thereby building a communal environment where all employees feel valued.
What’s in it for “me”, the employee and our collective talent?
3.2 SOCIAL MEDIA TOOLSET The tools used by ABMLQ are third-party solutions that exist in the social media world today. ABMLQ uses a unique group account to manage and maintain each tool. Please visit this link for additional or current information: http://www.abmlq.com/wiki/lexicon-lq-social-tools/ Tool Facebook
Purpose Using a single page with multiple applications that have a unique target audience and purpose, Facebook provides ABMLQ with the ability to reach our workforce population who may already be using Facebook but don’t have Portal access by default. It provides a method by which an otherwise disconnected audience is reached.
Link/URL https://www.facebook.com/ABMLQ
Wordpress | abmlq.com
In lieu of a SharePoint team site, abmlq.com centralizes announcements using Posts to deliver time sensitive information to affected users. It also provides an EASI Community page for collaborating amongst EASI members.
http://abmlq.com
ISSUU
ISSUU is a website that houses ABMLQ “publications” of various content such as announcements, quality documents, manuals, etc.. Documents are stored with levels of security from public to private; documents with proprietary information are stored with private settings only.
http://issuu.com/abmlq
Twitter is an online social networking and microblogging service that enables its users to send and read text-based messages of up to 140 characters, known as “tweets”. Posts from abmlq.com replicate to Twitter for our employees who prefer its mobility and quick, rapid fire approach to social posts.
http://twitter.com/abmlq
Procedure Title: PS – ABMLQ Social Collaboration
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CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
Pinterest is a pin board-style social photo sharing website that allows users to create and manage theme-based image collections such a events, interests, skills, and more. ABMLQ uses Pinterest to connect employees through common interests via a global platform of inspiration and idea sharing.
http://pinterest.com/LearningQuality/
Online photo sharing and social networking service that enables its users to take a picture, apply a digital filter to it and share it on a variety of social networking services, including its own and other leading sites such as our ABM Learning and Quality Facebook or Twitter. Use it for content that can be consumed by mobile devices or applications.
Instagram Application Search: abmlq_field
The diagram below illustrates how each tool is used to meet our goals or objectives and how employees and the organization as a whole can reap the benefits. Go to Section 5.0 to view a full size version of the diagram.
Business Unit/Location/ID: ABM Learning and Quality Process Name/ID: Social Collaboration | R-WI-ABM-1502-1 Revision Date: 121113MC Yes Process Start
ABMLQ
Mark private in ISSUU Is content proprietary?
LQ content is approved in internal ABMLQ SharePoint Team Site
No
Mark public in ISSUU
Create post in abmlq.com, including slider
Employees
Upload approved PDF content in ISSUU
Organization
Add a link to ISSUU content from abmlq.com post
ABMLQ Facebook and Twitter feeds are auto updated
Send link to post via global email address
Post as an FSG Portal Announcement as required
Feedback is translated into Learning and Quality content for organizational consumption
Information is consumed and feedback is provided via abmlq.com post
Process End
Audience Authentication Color Code: Non-ABM Domain Access
Procedure Title: PS – ABMLQ Social Collaboration
ABM Domain Account Required
Socialized content is consumed and leveraged for organizational productivity
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CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
3.3 USING THE TOOLS The following table provides the steps that ABMLQ follow when using the social media tools listed in Section 3.2 and illustrated in the diagram above. STEP 1.
WHAT 1Submit ABMLQ content . for review and approval
2.
Upload PDF content in ISSUU
3.
Mark the content private, public or semiprivate
4.
Tag the content using the ABMLQ taxonomy
WHEN Before converting to a PDF
COMPETENCY (WHO) ABMLQ Program Manager
HOW (TOOLS) LQ Marketing and Collateral
https://portalexternal.thelincgroup.co m/c2/marketingcollateral/marketingw ip/default.aspx
After original version is approved After determining whether content is proprietary
ABMLQ Program Manager
http://issuu.com/abmlq
ABMLQ
http://issuu.com/abmlq
Before publishing
ABMLQ
ABMLQ Lexicon:
http://www.abmlq.com/wiki/lexiconissuu/lexicon-issuu-taxonomy/
FSG Lexicon:
5.
6.
7.
8. 9. 10.
11.
Add link to content in ISSUU from announcement or abmlq.com post Publish post or announcement
Add link from a Portal announcement or a global email Post replicates in Facebook and Twitter Feedback is provided Feedback is reviewed and translated into Learning and Quality content Learning and Quality content is released to organization (using the same cycle)
Before posting announcement of post
ABMLQ
https://tlgreview.thelincgroup.com/q mslinks/Lists/TLG%20Lexicon%20Lib rary/DispForm.aspx?ID=850 http://abmlq.com
Before sending link via email or Portal announcement After determining the target audience Instantaneously
ABMLQ
http://abmlq.com
ABMLQ
https://portal.thelincgroup.com
Setting
https://www.facebook.com/ABMLQ http://twitter.com/abmlq
As audience visits abmlq.com
Audience
When applicable
ABMLQ Moderator
http://abmlq.com https://www.facebook.com/ABMLQ http://twitter.com/abmlq http://abmlq.com
When applicable
ABMLQ
Repeat steps 1 thru 10
Procedure Title: PS – ABMLQ Social Collaboration
Outlook
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CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
4.0 SPECIAL DEFINITIONS THE FOLLOWING TERMS ARE REFERRED TO IN THIS STANDARD; TO VIEW THE DEFINITION OF EACH TERM PLEASE CLICK ON THE FSG LEXICON LIBRARY LINKS: FSG LEXICON LIBRARY (log in to view) or ABMLQ LEXICON LIBRARY (click to view) TERM ABMLQ, LQ, ABM Learning and Quality Collaboration Facebook Instagram ISSUU Pinterest PocketPal Social Media Taxonomy, ISSUU Twitter WI, Work Instruction WordPress
5.0 ASSOCIATED REFERENCE DOCUMENTS THE FOLLOWING DOCUMENTS PROVIDE ADDITIONAL INFORMATION: DOCUMENT NAME Social Framework Document R-WI-ABM-1502-1 ABMLQ Social Process Map
LOCATION Social Framework Document (public view) Log in to view: https://portal.thelincgroup.com/sites/qmslinks/releasedlibrar y/Document%20Library12/1/R-WI-ABM-15021%20ABMLQ%20Social%20Collaboration.pdf Click to view: http://issuu.com/abmlq/docs/r-wi-abm-15021_abmlq_social_collaboration?mode=window&viewMode=si nglePage
6.0 ASSOCIATED KNOWLEDGE DATABASE THE FOLLOWING KNOWLEDGE DATABASES PROVIDE ADDITIONAL INFORMATION: KNOWLEDGE DATABASE Lexicon Library
LOCATION ABMLQ Lexicon: http://www.abmlq.com/wiki/lexiconissuu/lexicon-issuu-taxonomy/
FSG Lexicon:
https://tlgreview.thelincgroup.com/qmslinks/Lists/TLG%20L exicon%20Library/DispForm.aspx?ID=850
Procedure Title: PS – ABMLQ Social Collaboration
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CONTROLLED DOCUMENT: WI-ABM-1502
QMS STANDARDS
7.0 ASSOCIATED TOOLS THE FOLLOWING TOOLS MAY BE REQUIRED FOR COMPLIANCE TO THIS STANDARD: ASSOCIATED TOOLS ABMLQ Facebook ABMLQ ISSUU ABMLQ Marketing and Collateral
LOCATION https://www.facebook.com/ABMLQ http://issuu.com/abmlq https://portalexternal.thelincgroup.com/c2/marketingcollate ral/marketingwip/default.aspx http://pinterest.com/LearningQuality/
ABMLQ Pinterest ABMLQ Twitter ABMLQ Website
http://twitter.com/abmlq http://www.abmlq.com
8.0 REVISION HISTORY REVISION (X.X) DATE OF LAST REVISION (MM/DD/YY) LAST APPROVAL DATE (MM/DD/YY)
1.1 01/18/13 11/21/12
DOCUMENT AUTHOR: Melissa Cipriani; Greg Lush; Lindsey Percle
DOCUMENT MANAGER: Melissa Cipriani
REASON FOR CHANGE:
Revision 1.0 1.1
SECTION / PARAGRAPH CHANGED All All
CHANGE MADE
Initial Entry Package for release
DATE OF REVISION MM/DD/YY 11/1/12 01/18/13
9.0 ELECTRONIC NOTIFICATION LIST: ELECTRONIC NOTIFICATIONS PLEASE CLICK HERE TO VIEW THE NAMES OF PERSONNEL CURRENTLY HOLDING THESE POSITIONS. ABM Divisional Presidents ABM Learning and Quality ABM Operational Leaders
Procedure Title: PS – ABMLQ Social Collaboration
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CONTROLLED DOCUMENT: WI-ABM-1502
10.0
QMS STANDARDS
APPROVALS
PLEASE GO TO THE LINK BELOW FOR THE ELECTRONIC RECORD OF THE REVIEW AND APPROVAL OF THIS POLICY. DOCUMENT REVIEW FIRST APPROVER NAME: GREG LUSH BUSINESS UNIT: ABM
TITLE: SENIOR VP, LEARNING AND QUALITY SIGNATURE: ELECTRONIC APPROVAL
SECOND APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
THIRD APPROVER NAME: BUSINESS UNIT: TITLE: SIGNATURE:
DOCUMENT HISTORY SECTION: Document Created on 11/1/12 by Melissa Cipriani Document Modified on 01/18/13 by Melissa Cipriani
Procedure Title: PS – ABMLQ Social Collaboration
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