6. What Matters Most to your Organization?

What Matters Most toYour Organization?

A use case is a software and system
engineering term that describes how a
user uses a system to accomplish a
particular goal.

Two ways of evaluating core use cases for your organization

Board and
Finance
Documents
Create a community for board members and associated people to create and
store board meeting minutes, papers, agendas, and finance documents.
Consider making these files available for synchronization using IBM
Connections Files My Drive. Alternatively, create a Box folder and add each
board member to the folder and allow them to synchronize the contents so they
have the files available anywhere.
Management
Communities
A community (IBM Connections) for managers to plan activities and discuss
management topics like staff appraisals, restructuring and other topics which
employees would not normally have access to. These can be managed by a
department or by the HR function to ensure only managers are added to the
appropriate communities.
Meeting Notes
& Q&A
Use wiki pages or an activity in Connections to store and manage the meeting
notes. Box Notes in a shared folder is also a similar way of doing this. Forums
in Connections (perhaps in a Management Community) is a good way of
handling questions & answers. Alternatively, consider using a Watson
Workspace space for managers to ask questions and discuss topics.
Structure &
Program
Change
Management
Use a Connections Activity (perhaps in a Management Community) to create
sections, tasks, entries and comments around a program of work that needs to
take place to manage a change in the structure of the organization. Attach
documents or links to documents elsewhere (such as in Box). Use Box Relay to
manage the workflow of revisions around the changes to specification and other
documents.
Management

Non-Executive
Director
Outreach
Consider using a Community in Connections Cloud which allows external
access. Set up the community to reflect the corporate branding and structure
appropriate to non-executive directors. Add each non-executive director as a
member and if appropriate create access-controlled sub-communities to
manage larger groups which should not have access to each other’s
information.
Management
Development
Create a learning community in IBM Connections with wiki pages containing
learning content and embedded videos (perhaps embedded in Box) that
management can access in a logical structure. Establish discussion forums in
the Connections community to allow management to ask questions of the
presenter, or set up an IBM Watson Workspace space for questions &
answers.
New Initiative
Planning
Use an Ideation Blog in IBM Connections to collect ideas about new initiatives
which can be implemented. Revise these ideas and vote on them to choose
the best ones. When you’re ready, graduate the top ideas into Activities to
allow the initiative to be implemented in more detail.
Improved
Organizational
Reputation
Implementing the concepts illustrated here along with the other line of business
solutions described will result in a better reputation for customer service, staff
loyalty and product or service quality.
Management

Proposal
Library
Store proposal documents in a centralized folder amongst the sales team (IBM
Connections or Box). This promotes re-use of key paragraphs and approaches
to pricing. Ultimately this will reduce the time spent on proposal preparation,
reducing the cost of sale.
Recent Wins
News
Use a blog in a Sales Community (IBM Connections) or a Watson Workspace
space to announce wins. This is a great way to improve transparency amongst
the entire company and to celebrate the success of the sales team involved.
This helps drive commitment and engagement amongst the sales team by being
recognized for their hard work.
Opportunity
Knowledge
Sharing
Using a wiki (IBM Connections) or Box Notes, key reusable paragraphs of text
can be stored and shared easily. Acting as a library of key terms, standard
answers to Request for Proposal questions, etc., the quality of the proposals
can be increased.
Proposal
Process
Compliance
Consider using a Box Relay workflow where a proposal must go through
regulatory or other compliance steps. Alternatively, a Connections Activity
allows you to define the steps of proposal compliance that must be gone
through in order to comply with your own procedures. Custom solutions can be
built using IBM Domino where complex workflows are needed.
Sales

Customer
Portal
Use an IBM Connections community with external access as the main building
block of your customer portal experience. Supplement this with IBM
Connections Engagement Center to bring all the different components together
that you want to share using a branding and structure which is appropriate for
your customers.
Sales
Techniques
Development
Capture the key training and enablement materials your colleagues need to
improve their sales success. Integrate online courses you subscribe to in wiki
pages in IBM Connections and embed your own videos for streaming from a
Box file share. Use IBM Connections surveys to perform informal quizzes on
the content.
Opportunity
Identification
Use an Ideation Blog in IBM Connections to brainstorm the process of
identifying where new business opportunities might exist. Convert validated
opportunity areas into task lists in Activity or Box Note to turn intent into action.
Higher Revenue
Per Sale
Following some of the techniques defined for Sales line of business should
allow your organization to develop a higher revenue per sale, or reduce the
cost per sale through better re-use of existing assets and less re-invention of
information.
Sales

Product
Documents
Establish a library of product documentation in an agreed structure. Use Box or
IBM Connections Files to provide a convenient drag-and-drop method for
accessing the documentation. Use the features of the platforms to manage
versions and notifications of new files in a particular folder. Also utilize the file
searching capabilities to make locating information easier.
Service
Outages
Use a blog or status updates in IBM Connections to notify users about service
outages. Alternatively use an IBM Watson Workspace space to announce
outages. Consider automating outage notifications through a custom application
developed with IBM Domino. Hold update meetings using IBM Connections
Cloud web meetings.
Q&A &
Experience
Capture
Capture experience with IT systems and allow question and answer
management through an IBM Connections Forum or using IBM Watson
Workspace.
Fault
Diagnosis
Fault Diagnosis procedures can be templated using an IBM Connections activity
or automated using a custom solution build on IBM Domino. Standard review
and processing procedures can be handled using Box Relay.
CustomerService

Customer
Support
block of your customer support experience. Supplement this with IBM
your customers. Consider using IBM Watson Workspace with cognitive
capabilities to provide some support functions automatically.
Product
Training
improve their product knowledge. Integrate online courses you subscribe to in
wiki pages in IBM Connections and embed your own videos for streaming from
a Box file share. Use IBM Connections surveys to perform informal quizzes on
the content.
Service Quality
Improvements
identifying where opportunities to improve service quality might exist. Convert
validated opportunity areas into task lists in Activity or Box Note to turn intent
into action.
Net Promoter
Score
Improvement
Many organizations measure Net Promoter Score as a way of identifying how
their customer service and overall service delivery has improved. Consider
how these techniques could positively affect your NPS score.
CustomerService

System
Documents
Establish a library of system documentation in an agreed structure. Use Box or
Team Updates
& Department
News
Use a blog in an IT Community (IBM Connections) or a Watson Workspace
space to announce news. This is a great way to improve transparency amongst
the entire company and to celebrate the success of the IT Team. This helps
drive commitment and engagement amongst the team by being recognized for
their hard work.
Fault Finding
& Diagnosis
Use wikis in IBM Connections, files stored in Connections files or in Box or Box
Notes to create fault finding procedures. Checklists can be maintained as
Activities in IBM Connections. Consider using an IBM Domino application to
automate log recovery and analysis.
Change
Management
Centralise the storage and management of all project and change management
information in an IBM Connections community or in a folder in Box. Consider
using Partner Applications to provide a streamlined way to integrate activities
and tasks into Project Management documentation.
InformationTechnology

Supplier
Integration
block of your user support experience or to integrate your suppliers. .
Supplement this with IBM Connections Engagement Center to bring all the
different components together that you want to share using a branding and
structure which is appropriate for your customers & suppliers. Consider using
IBM Watson Workspace with cognitive capabilities to provide some support
functions automatically.
System
Training
improve their system knowledge. Integrate online courses you subscribe to in
wiki pages in IBM Connections and embed your own videos for streaming from
a Box file share. Use IBM Connections surveys to perform informal quizzes on
the content.
System
Improvements
identifying where opportunities to improve system quality might exist. Convert
into action.
Fewer Support
Calls
Implementing many of the capabilities shown here will help the IT department
to handle fewer support calls, showing that the systems are running more
smoothly or end users are able to support themselves more easily.
InformationTechnology

Product
Specifications
Establish a library of product documentation in an agreed structure. Use Box or
Release &
Revision
Dates
Use a blog in a Product Community (IBM Connections) or a Watson Workspace
space to announce news. This is a great way to improve transparency amongst
the entire company and to celebrate the success of the Product Development
Team. This helps drive commitment and engagement amongst the team by
being recognized for their hard work.
Product
Knowledge
Exchange
Use wikis in IBM Connections, files stored in Connections files or in Box or Box
Notes to create knowledge about the products. Checklists can be maintained as
Activities in IBM Connections.
Project
Management
ProductDevelopment

Product Testing
Groups
block of your product testing experience. Supplement this with IBM
your testers. Consider using IBM Watson Workspace with cognitive
capabilities to provide some support functions automatically.
Technology
Education
improve their technology knowledge. Integrate online courses you subscribe to
in wiki pages in IBM Connections and embed your own videos for streaming
from a Box file share. Use IBM Connections surveys to perform informal
quizzes on the content.
New Product
Brainstorming
identifying where opportunities to develop new products might exist. Convert
into action.
Less Re-
Working
Implementing many of the capabilities shown here will help the Product
Development department to handle less re-working of existing concepts.
ProductDevelopment

Policy
Documents
Establish a library of policy documentation in an agreed structure. Use Box or
Employee
Recognition
Use a blog in a company Community (IBM Connections) or a Watson
Workspace space to announce news. This is a great way to improve
transparency amongst the entire company and to celebrate the success of the
team. This helps drive commitment and engagement amongst the team by
being recognized for their hard work.
Employee
Surveys
Use Surveys in IBM Connections to collect insight and views on key topics
affecting the workforce.
HR Process
Management
Centralise the storage and management of all process information in an IBM
Connections community or in a folder in Box. Consider using Partner
Applications to provide a streamlined way to integrate activities and tasks into
process management documentation.
HumanResources

Alumni &
Recruitment
block of your alumni and recruitment experiences.. Supplement this with IBM
your users. Consider using IBM Watson Workspace with cognitive capabilities
to provide automated new-hire information.
Continuous
Professional
Development
improve their skills and knowledge. Integrate online courses you subscribe to
New Initiative
Planning
identifying where opportunities to develop new initiatives might exist. Convert
into action.
Improved Key
Staff Retention
Retention of key staff is a major factor in reducing costs and increasing profits.
HumanResources

Spreadsheets
and Reports
Establish a library of spreadsheets and reports in an agreed structure. Use Box
or IBM Connections Files to provide a convenient drag-and-drop method for
accessing the files. Use the features of the platforms to manage versions and
notifications of new files in a particular folder. Also utilize the file searching
capabilities to make locating information easier.
Procedure &
Regulation
Changes
Use a blog in a Finance or Management Community (IBM Connections) or a
Watson Workspace space to announce changes to regulations or procedures.
Regulation
Q&A
Use forums and wikis in IBM Connections to engage employees across the
organization in information and knowledge sharing about finance topics.
Audit
Compliance
Centralise the storage and management of all audit information in an IBM
audit compliance documentation.
Finance

Accountant &
Legal Counsel
Outreach
block of your user support experience or to integrate your accountants or legal
counsel. Supplement this with IBM Connections Engagement Center to bring
all the different components together that you want to share using a branding
and structure which is appropriate for your advisors..
New Procedure
Training
improve their skills and knowledge. Integrate online courses you subscribe to
Efficiency
Drives & Cost-
Cutting
Measures
identifying where opportunities to develop new efficiency drives or cost-cutting
measures might exist. Convert validated opportunity areas into task lists in
Activity or Box Note to turn intent into action.
More Accurate
& Timely
Information
More accurate and timely information is essential to reducing costs, increasing
innovation and reducing risk in the organization.
Finance

Operations
Manuals
Establish a library of operations manuals in an agreed structure. Use Box or
accessing the files. Use the features of the platforms to manage versions and
notifications of new files in a particular folder. Also utilize the file searching
capabilities to make locating information easier.
Service
Bulletins
Workspace space to announce service or production news. This is a great way
to improve transparency amongst the entire company.
Safety
Improvements
Knowledge
Capture
organization in information and knowledge sharing about safety improvement
topics.
Procedure
Management
Centralise the storage and management of all procedures in an IBM
procedure quality auditing..
Operations

Supply Chain
Integration
block of your user support experience or to integrate your supply chain.
Supplement this with IBM Connections Engagement Center to bring all the
different components together that you want to share using a branding and
structure which is appropriate for your extended team.
Safety
Compliance
Training
improve their skills and knowledge about safety.. Integrate online courses you
subscribe to in wiki pages in IBM Connections and embed your own videos for
streaming from a Box file share. Use IBM Connections surveys to perform
informal quizzes on the content.
Operational
Safety
Improvements
identifying where opportunities to improve safety might exist. Convert validated
opportunity areas into task lists in Activity or Box Note to turn intent into action.
Fewer Defects
and Accidents
Increased staff loyalty & retention. Increased profits through reduction in safety
issues and down time..
Operations

Asset
Management
Establish a library of marketing assets in an agreed structure. Use Box or IBM
Connections Files to provide a convenient drag-and-drop method for accessing
the files. Use the features of the platforms to manage versions and notifications
of new files in a particular folder. Also utilize the file searching capabilities to
make locating information easier.
Campaign
News
Workspace space to announce campaign or product news. This is a great way
to improve transparency amongst the entire company.
Campaign
Strategy
Development
organization in information and knowledge sharing about campaigns and
strategy development topics.
Campaign
Execution &
Automation
Centralise the storage and management of all procedures for campaign
execution in an IBM Connections community or in a folder in Box. Consider
and tasks into procedure quality auditing.
Marketing

Focus Groups
Outreach
block of your focus group experience. Supplement this with IBM Connections
Engagement Center to bring all the different components together that you
want to share using a branding and structure which is appropriate for your
extended team.
Campaign
Testing
Test campaign resources with focus groups and internal teams before rolling
out. Capture feedback in comments and forums. Integrate online courses you
subscribe to in wiki pages in IBM Connections and embed your own videos for
streaming from a Box file share. Use IBM Connections surveys to perform
informal quizzes on the content.
Strategy &
Campaign
Improvements
identifying where opportunities to improve marketing strategy might exist.
Convert validated opportunity areas into task lists in Activity or Box Note to turn
intent into action.
More Effective
Campaigns
Higher Yield
More effective campaigns lead to higher revenues and profits, more engaged
customers.
Marketing

Resource
Management
Introduce a library of electronic resources in a centralised and agreed structure.
Better version control. Use Box or IBM Connections Files to provide a
convenient drag-and-drop method for accessing the files. Encourage digital
sharing to help reduce email traffic and overload. Give employees the
opportunity to search for documents rather than look for them. Utilize the
extensive content searching capabilities to make locating information easier.
Company
News
Retire email based magazines. Use IBM Connections Engagement Center (ICEC) to publish company
news and add social components to allow employees to “like” articles and leave comments. Use IBM
Connections and ICEC to empower business units to select news relevant to them and add their own
content. Use IBM Watson Workspace to publish project- or unit-specific announcements and enable
employees to discuss them without having to move to another tool. Integrate IBM Connections updates
as RSS feeds into Watson Workspace using free tools like IFTTT. Keep employees well information
with a professional real-time internal news cycle able to compete with external corporate websites and
business media.
Employee
Voice &
Opinion
Capture
Use forums and wikis in IBM Connections to engage employees across the organization in information
and knowledge sharing about how they feel about working in the organization and what topics they
would like to see addressed. Get senior management to use Connections blogs to explain the vision
behind a transformation or change agenda and encourage them to welcome comments. Use IBM
Watson Workspace to provide non desk-bound staff with the opportunity to interact, post and discuss
ideas and provide feedback.
Process
Rationalisation
Centralise the storage and management of all procedures in an IBM
Connections community or in a folder in Box. Reduce the number of intranets
and sunset those that are no longer used. Use Box Relay to automate the
workflow around standard procedures like Health & Safety. Less time spent by
employees looking for procedure documents. Higher productivity.
InternalCommunications

Employee
Feedback and
Voice
block of your employee voice experience. Supplement this with IBM
your extended team. Roll out IBM Watson Workspace to promote a culture of
open discussion and encourage continuous feedback.
Continuous
Professional
Development
Provide access to CPD resources to help employees develop their skills. Capture feedback in
comments and forums. Integrate online courses you subscribe to in wiki pages in IBM Connections
and embed your own videos for streaming from a Box file share. Centralise and store CPD resources
in Box folders. Use IBM Connections surveys to perform informal quizzes on the content. Use IBM
Watson Workspace to enable employees to have structured conversations with their coaches and
mentors.
Change
Management
and Continuous
Transformation
Instead of email, use IBM Connections and IBM Connections Engagement Center to communicate
with employees about the transformation and help them engage with the change. Use ICEC as a
single point of truth to counter rumour and negative press. Use an Ideation Blog in IBM Connections
to brainstorm the process of identifying opportunities to help make the transformation happen.
Convert validated opportunity areas into tasks lists in Activities or Box Notes to turn intent into action.
Roll out IBM Watson Workspace to enable business units to manage their transformation process at
their level by having interactions and conversations focused on their specific needs.
Culture of
Quality and
Transparency
Use ICEC to give employees a personalised and inclusive user experience which combines corporate
news with updates from their Connections feeds, communities and blogs. Internal comms ceases to
be a broadcaster and becomes a content curator by converting social content created by employees
into a component of the internal news cycle. Use IBM Watson Workspace with its chat and video
capabilities to promote a culture of openness and participation. A more transparent organization is
more engaged, has lower risks and has higher profits.
InternalCommunications

Document
Storage and
Creation
Establish a common structure and methodology for storing files. Use tagging
and descriptions to help users locate documents. Send document links rather
than files so that others always have the most up-to-date version. Use
Connections Docs to edit the document simultaneously online to reduce
Microsoft Office licensing requirements.
Notification of
Schedule
Changes
Use a blog or status updates in IBM Connection or an IBM Watson Workspace
space to notify others about schedule changes. Let others subscribe to the
notifications so that only those who want to know are informed, thus cutting
down unnecessary emails to those not involved.
Procedure
Management
Document using a wiki in IBM Connections or in a Box Note what your
procedures are. Break apart large procedure documents into individual wiki
pages to allow revision of only those parts. Users can “follow” the pages they
are interested in to receive notification of changes. Maintain all previous
versions using the wiki structure.
Disruption
Management
Use Box Relay to manage important documents through a workflow when
disruption occurs. Use an IBM Connections activity to step through the tasks
that need to be performed so that others know exactly what the status is.
Travel&Transportation

Supply Chain
Integration
Use a community in IBM Connections Cloud to bring together all participants in
the extended supply chain and to generally improve the level of communication
in the supply chain. Consider an IBM Domino application to automate supply
chain integration. Use Box Relay to manage the workflow of important
documents in the supply chain’s processes.
Safety Bulletins
& Procedures
Use Box to store key materials and videos about safety bulletins and
procedures. Present these in an IBM Connections community or in status
updates visible to all so that they are able to stay up to date.
New Routes &
Services
Use an IBM Connections Ideation Blog to encourage others to propose new
routes and services and to allow colleagues to vote and comment on these
new ideas. Once agreed upon, graduate the idea into an Activity for further
work.
Service &
Product
Improvement
Encourage everyone to record successes and failures as part of their work.
These could be stored in an Ideation Blog in IBM Connections to allow others
to view them, comment and when appropriate take them forward for work to
drive up the service or product quality.
Travel&Transportation

Document
Storage and
Creation
Publicize New
Products &
Services
space to publicize new products and services. Let others subscribe to the
Customer FAQ
& Regulatory
Advice
Post frequently asked questions in a Box note or in an IBM Connections wiki
page for others to access easily. Use a Forum to collect questions and then
present them in an easy-to-access format. Full text search will assist users to
locate the relevant information too.
Product
Launch
Tracking
There are lots of tasks involved in launching a new product. Use an IBM
Connections Activity to capture all the steps needed, assign tasks to the people
to complete the steps and record the status and outcomes, including documents
and emails in the structure of the activity to make it easy for everyone to track
progress.
Banking&Finance

Regulator &
High Net Worth
Individual
Outreach
Use a community in IBM Connections Cloud to establish a closer relationship
with high net worth individuals or with the regulator. Consider an IBM Domino
application to automate account opening or other procedures. Use Box Relay
to manage the workflow of important documents in the bank’s processes.
Product &
Service
Training
Use Box to store key materials and videos about products and services and
financial procedures. Present these in an IBM Connections community or in
status updates visible to all so that they are able to stay up to date.
Product
Development &
Improvement
Use an IBM Connections Ideation Blog to encourage others to propose new
products and services and to allow colleagues to vote and comment on these
new ideas. Once agreed upon, graduate the idea into an Activity for further
work.
Service
Improvements
Encourage everyone to record successes and failures as part of their work.
These could be stored in an Ideation Blog in IBM Connections to allow others
to view them, comment and when appropriate take them forward for work to
drive up the service or product quality.
Banking&Finance

Document
Storage and
Creation
Service
Interruptions
& News
space to notify others about service interruptions or changes. Let others
subscribe to the notifications so that only those who want to know are informed,
thus cutting down unnecessary emails to those not involved.
Safety
Procedures
New Process
Rollout
There are lots of tasks involved in rolling out a new process. Use an IBM
Connections Activity to capture all the steps needed, assign tasks to the people
to complete the steps and record the status and outcomes, including documents
and emails in the structure of the activity to make it easy for everyone to track
progress.
Industrial&Manufacturing

Supply Chain
Integration
Safety Bulletins
& Procedures
Use Box to store key materials and videos about safety bulletins and
procedures. Present these in an IBM Connections community or in status
Safety
Improvements
Use an IBM Connections Ideation Blog to encourage others to propose safety
improvements and to allow colleagues to vote and comment on these new
ideas. Once agreed upon, graduate the idea into an Activity for further work.
Safer Working
Environment
Encourage everyone to record safety successes and failures as part of their
work. These could be stored in an Ideation Blog in IBM Connections to allow
others to view them, comment and when appropriate take them forward for
work to drive up the service or product quality.
Industrial&Manufacturing

Document
Storage and
Creation
Pharma &
Practice News
space to notify others about events coming up. Let others subscribe to the
Procedure
Revisions &
Feedback
Follow-Up and
Procedure
Compliance
Use Box Relay to manage important documents through a workflow when follow
up is needed or procedure compliance needs to be tracked. Use an IBM
Connections activity to step through the tasks that need to be performed so that
others know exactly what the status is.
Healthcare&Pharma

Clinical Trials
and Pharma
Supply Chain
Communities
the clinical trials and to generally improve the level of communication in the
supply chain. Consider an IBM Domino application to automate non-disclosure
or release forms integration. Use Box Relay to manage the workflow of
important documents in the trial’s processes.
New Procedure
Training
Use Box to store key materials and videos about new procedures. Present
these in an IBM Connections community or in status updates visible to all so
that they are able to stay up to date.
New Drugs and
Procedures
Development
Use an IBM Connections Ideation Blog to encourage others to develop new
ideas and concepts on drugs and procedures. Allow colleagues to vote and
refine the ideas through comments. Once agreed upon, graduate the idea into
an Activity for further work.
Procedure
Success Rate
Improvement
Use IBM Connections or IBM Watson Workspace to track the improvement in
procedure success rates by gathering comments and feedback from
practitioners, patients, trial guests and others.
Healthcare&Pharma

Document
Storage and
Creation
Contract
Awards &
Notices
space to notify others about contract awards. Let others subscribe to the
Experience
Capture
Encourage others to document their experience in a structure which makes
sense to the users; such as by platform, instrument, device, scenario. Structure
these using a wiki in IBM Connections or as documents stored in Connections
Files or in Box.
Change
Management
Aerospace&Defense

Supply Chain
Integration
New Procedure
Training
Use Box to store key materials and videos about new procedures. Present
these in an IBM Connections community or in status updates visible to all so
that they are able to stay up to date.
New
Technology
Innovation
Use an IBM Connections Ideation Blog to encourage others to develop new
ideas and concepts on technologies and applications. Allow colleagues to vote
and refine the ideas through comments. Once agreed upon, graduate the idea
into an Activity for further work.
Fewer Defects
Greater
Reliability
procedure success rates by gathering comments and feedback from operators.
Aerospace&Defense

Document
Storage and
Creation
Product News
space to notify others about new products or recalls. Let others subscribe to the
Customer &
Store
Feedback
Encourage others to document their experiences with customers and
promotions in a structure which makes sense to the users; such as by product,
location, customer type, etc. Structure these using a wiki in IBM Connections or
as documents stored in Connections Files or in Box.
Returns
Handling
Establish procedures for handling returns and create Activities in IBM
Connections to manage the overall process. Use Box Relay to handle the
workflow of documents authorizing the returns process for the customer.
Retail&Consumer

Customer
Support
Use a community in IBM Connections Cloud to provide customer support.
Make your customer service staff available in the community to answer
questions and receive feedback. Consider using IBM Watson Workspace to
provide real-time conversations with your customers and potentially automate
some Q&A scenarios.
New Product
Training
Use Box to store key materials and videos about new products. Present these
in an IBM Connections community or in status updates visible to all so that they
are able to stay up to date.
Focus Group
Research
Use an IBM Connections Ideation Blog to encourage focus groups to give you
feedback and follow up. Allow colleagues to vote and refine the ideas through
comments. Once agreed upon, graduate the idea into an Activity for further
work.
Fewer Returns
returns success rates by gathering comments and feedback from operators.
Retail&Consumer

Document
Storage and
Creation
Line
Management
Comms
space to share news from line managers or department leaders. Let others
subscribe to the notifications so that only those who want to know are informed,
thus cutting down unnecessary emails to those not involved.
Process
Efficiency &
Speed
Encourage others to document their experiences with processes they have to
follow in a structure which makes sense to the users; such as by department,
task, etc. Structure these using a wiki in IBM Connections or as documents
stored in Connections Files or in Box.
Process
Compliance
Establish procedures for handling process compliance through Activities in IBM
Connections to manage the overall process. Use Box Relay to handle the
workflow of documents authorizing the returns process for the customer.
Government&PublicSector

Citizen Access
Elected
Officials
Outreach
Use a community in IBM Connections Cloud to provide access for citizens to
your services or to reach elected officials. Make your customer service staff
available in the community to answer questions and receive feedback.
Consider using IBM Watson Workspace to provide real-time conversations with
citizens and potentially automate some Q&A scenarios.
Continuous
Professional
Development
Use Box to store key materials and videos about new procedures, processes
and skills. Present these in an IBM Connections community or in status
Process
Improvement &
Efficiency
Savings
Use an IBM Connections Ideation Blog to encourage staff to suggest process
improvements and efficiency savings. Allow colleagues to vote and refine the
ideas through comments. Once agreed upon, graduate the idea into an Activity
for further work.
Better Value
from Taxable
Revenue
Implementing many of the collaboration and engagement measures shown
here will help to increase efficiency amongst staff thus driving better value from
taxable revenue from citizens.
Government&PublicSector

Document
Storage and
Creation
Outages and
Service News
space to notify others about outages or service news. Let others subscribe to
the notifications so that only those who want to know are informed, thus cutting
Safety
Improvements
Knowledge
Capture
Change
Control
Energy&Utilities

Customer
Support
Supply Chain
Integration
Safety
Compliance
Training
Operational
Safety
Improvements
Fewer Outages
Increased
Safety
Performance
work to drive up the service or product quality.
Energy&Utilities

Standardize
Creation &
Storage of
Coursework
and descriptions to help students locate documents. Send document links
rather than files so that others always have the most up-to-date version. Use
Course &
Schedule
Updates
space to notify students and educators about course and schedule updates. Let
others subscribe to the notifications so that only those who want to know are
informed, thus cutting down unnecessary emails to those not involved.
Student FAQ’s
Educator Q&A
Create wiki pages in IBM Connections for frequently asked questions for
students, or establish forums where educators can answer course questions
and provide answers which all students can benefit from.
Management
of Progress &
Learning
Outcomes
Use activities in IBM Connections to manage the progress of a student through
their learning objectives and to supply coursework in a standard structure.
Education

Student &
Alumni
Outreach
Use a community in IBM Connections for each course so that students can
participate in an area specific to the courses they are taking. Consider also
extending this model for alumni of the educational establish to remain in
contact with them.
Course &
Lecture
Delivery
Use Box to store key materials and videos about courseware. Present these in
an IBM Connections community or in status updates visible to all so that they
are able to stay up to date
Research
Projects &
Discovery
Use an IBM Connections Ideation Blog to encourage others to propose
research topics and projects and to allow colleagues to vote and comment on
these new ideas. Once agreed upon, graduate the idea into an Activity for
further work.
Reputation
Enhancement
Using engagement techniques and flexible learning models allows the
educational institution to increase its reputation and improve efficiency (and
thus costs).
Education

Chemicals & Petroleum
Standard
Document
Storage &
Creation
Safety News
Safety
Improvements
Process
Implementation
Supply Chain
Integration
Procedure
Training
Safety &
Efficiency
Improvements
Better Reliability
Higher Output

Document
Storage and
Creation
Safety News
space to notify others about safety news. Let others subscribe to the
Process
Experience
Capture
Process
Deployment
Chemicals&Petroleum

Supply Chain
Integration
Continuous
Professional
Development
Safety &
Efficiency
Improvements
Better
Reliability
Higher Output
work to drive up the reliability or output yield.
Chemicals&Petroleum

Worksheet: Our Use Cases
Priority Description Business Area Owner If we improved this we could…

6. What Matters Most to your Organization?

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6. What Matters Most to your Organization?