Index
Abele, John, 31–43
accountability, 12
collective, 86
in conflict escalation, 104–105
Adler, Paul, 45–57
affection, for leaders, 47, 48
agendas, 134
agility, 12
Akamai Technologies, 4–5
Alessi, 141, 143, 145–146, 150
alignment, 1–2
American Heart Association, 39
Anderson, Tim, 83
Android, 149
AOL, 49
Archibald, Douglas, 79–89
architecture, collaborative, 137–138
assets, intangible, 118
authority, 13. See also leaders and leadership
in collaborative communities, 42
customer focus and, 66–67
autonomy, 70
awareness, organizational, 18, 26
balloon catheters, 36–42
behavior
mirroring, 17–20
social intelligence and, 23
Benioff, Marc, 1–2
BenQ, 76
best-practice transfer, 133
“BlackBerry Beth” blog, 5
blogs, 5
Blue Cross and Blue Shield of Florida, 98–99, 100–101
boundary-spanning skills, 72–74
Bowlby, John, 29
Boyatzis, Richard, 15–29
brainstorming, 51
broadcast searches, 119, 121–122
Burke, Don, 122–123
business road maps, 51–52
capabilities
collaboration types and, 151
developing employee, 61, 62, 65, 71–74
Capability Maturity Model, 45–46, 50, 51
career paths, 73–74
Carlucci, Alessandro, 8–9
Cavallo, Kathleen, 23–26
centralization, participative, 55–56
change agents, 41–42
Chatter, 1–2
Christensen, Clay, 32
coaching and mentoring
conflict escalation and, 101–104
for leaders, 9
in social intelligence, 24–25
collaboration
architecture for, 137–138
benefits of, 91
choosing the right kind of, 137–151
conflict and, 91–111
connectors in, 3–6
consensus versus, 10
costs of, 127, 129, 132–134, 135–136
digital, 113–124
diverse workforce and, 6–8
governance and, 85, 138, 146–148
informal networks and, 79–89
initiatives for, 91–92
in leadership teams, 8–11
myths of, 94–95
negative internal, 125–136
during recessions, 133
technologies for, 1–2, 42–43, 88–89
value destruction with, 131–134
when to use or when not to use, 125–136
collaboration penalties, 130
collaboration premiums, 129–130
collective intelligence, 119, 121–122
Combelles, Annie, 135–136
command-and-control leadership, 10, 11
commoditization, 59–60
communication
in conflict resolution, 97
culture of cooperation and, 69–70
social intelligence and, 24–26
communities
balloon catheter design, 36–42
challenges facing, 56–57
change initiative in, 52–54
commitment to, 35
documentation in, 54–55
establishment bucking and, 38–39
ethic of contribution in, 46, 49–51
expectations for, 85–87
exploitation in, 32
face-to-face contact in, 88
goals and deliverables for, 84–85
governance of, 85
IT tools for, 88–89
leadership training for, 87–88
maximizing impact of, 87–89
organizational structure for, 51, 55–56
ownership in, 53–54
of practice, 79–89
strategic setup for, 82–87
teams compared with, 86
time for participation in, 87
communities of practice, 79–89
competitive advantage, 57, 150–151
Computer Sciences Corporation, 45–46, 50, 51
conflict, 91–111
constructive, 12
escalation of, 93, 101–104, 104–109
inevitability of, 92
joint escalation of, 104–105
managing at point of, 92–93, 96–104
managing upon escalation, 93, 104–109
managing up the management chain, 101–104, 106–107
resolution method for, 107–109
resolution processes, 96–97
trade-offs in resolving, 97–101, 108
connections with external partners, 61, 62, 65, 74–77
connectors, global, 3–6
Consortium for Research on Emotional Intelligence in Organizations, 16
contribution, ethic of, 46, 49–51
cooperation, 61, 62, 64–65, 68–71
conflict and, 92
external partners and, 77
Corporate Solutions, 64–65, 67, 70–71
costs
collaboration, 127, 129, 132–134, 135–136
expected, 118
opportunity, 127, 128–129, 131–132
crises, social intelligence in, 27–28
cross-selling, 133
cross-unit product innovation, 133
crowdsourcing, 138
culture
of cooperation, 68–71
external partnerships and, 75–76, 77
shared, in communities, 50
Customer Centricity University, 73
customer focus
capability and, 61, 62, 65, 71–74
connections with external partners and, 61, 62, 65, 74–77
cooperation and, 61, 62, 64–65, 68–71, 77
customer knowledge and, 77–78
silo busting for, 59–78
customer segments, 73
Cyrus the Great, 12
Danone, 6
Dasborough, Marie, 18–19
about trade-offs, 97–101
customer focus and, 66–67
decision rights, 12
del.icio.us, 122
Dell, 60
Det Norske Veritas, 126–129, 131–134
digital natives, 7–8
Disney, 69
disruptive innovation, 32, 34–35
diversity
collaborative communities and, 43
conflict and, 13
engaging talent at the periphery and, 6–8
social intelligence and, 22
DNV. See Det Norske Veritas
Dotter, Charles, 37
DuPont, 57
Durkheim, Émile, 46
Dweck, Carol, 9–10
E2.0. See Enterprise 2.0
Eli Lilly, 150
elite circles, 138, 142, 148–149
emergent social software platforms (ESSPs), 113–124
close colleagues and, 121–122
definition of, 116
employee behavior in, 117–118
encouraging participation in, 120–121
evaluation of, 122–123
features of, 114
return on investment and, 118–120
risks versus rewards of, 116–118
Emotional and Social Competency Inventory, 26–27
emotional intelligence, 16. See also social intelligence
employees
capability development in, 61, 62, 65, 71–74
career paths for, 73–74
customer focus and, 69
in E2.0, 117–118
generalist, 72–74
informal networks of, 79–89
interpersonal ties between, 121–122
at the periphery, engaging, 6–8
Employees First, Customers Second (Nayar), 10
engagement process, 8–9
Enterprise 2.0, 113–124
benefits of, 119
close colleagues and, 121–122
encouraging participation in, 120–121
evaluating, 122–123
return on investment in, 118–120
risks versus rewards in, 116–118
Ericsson, 5
e-Solutions, 48–49, 50, 51–52, 53–54, 55
ESSP. See emergent social software platforms (ESSPs)
establishment bucking, 38–39
ethic of contribution, 46, 49–51
evaluation
360-degree reviews, 10, 23–24, 26–27, 56
in collaborative communities, 56
customer focus and, 70–71
of E2.0, 122–123
social intelligence and, 18–19, 21, 23–24, 26–27, 28
stress response to, 28
exploitation, 32
Facebook, 4. See also social media
face-to-face contact, 88
feedback, 18–19. See also evaluation
Fernández-Aráoz, Claudio, 16
financial recessions, 133
flaming, 117
Food and Nutrition Security Community, 84
Forrester Research, 113
Foursquare, 4
Frappuccino, 75
free-agent communities, 50, 51, 54. See also communities
freeform software, 116
Freescale, 146
GE Healthcare, 59–60, 62, 77–78
gender differences, 22
General Motors, 57
Generation Y, 7–8
Gillmor, Steve, 2
Gladwell, Malcolm, 3
global connectors, 3–6
goals
for communities of practice, 84–85
in E2.0, 120
performance versus learning, 9–10
Goleman, Daniel, 15–29
Google, 149
Gulati, Ranjay, 59–78
HCL, 8
Heckscher, Charles, 45–57
Hopkins, Margaret, 22
Hughes, Jonathan, 91–111
humor, 20
Ibarra, Herminia, 1–13
conflict management at, 102, 107, 108–109
external partners and, 76
Market Growth Workshop, 107
Microelectronics Joint Development Alliance, 141, 146, 149–150
incentives. See rewards and incentives
individualism, 54
Infineon, 146
InnoCentive.com, 141, 147, 150
innovation
cross-unit product, 133
imperative for, 57
innovation communities, 138, 142, 149–150
intangible assets, 118–120
Intel, 97
Intellipedia, 122–123
interdependent process management, 51–55
intranets, 117–118. See also networks
intuition, 20–21
Jim Beam Brands, 75
Johnson & Johnson, 110–111
Jones Lang LaSalle, 61–62, 63–65, 66–67, 70–71, 72, 74
Jones Lang Wootton, 63–65
Kaiser Permanente, 46, 48, 52–53
kaizen, 51
Kaplan, Robert, 118
Kelleher, Herb, 22
Kenny, David, 4–5
Kidder, Tracy, 56
Kidney Safety Council, 83
KLA-Tencor, 103–104
knowledge
collaboration type and, 142–143
customer focus and, 77–78
E2.0 and, 121–122
learning from conflict, 93, 109–111
learning goals and, 9–10
management, in communities versus teams, 86
mobilization of in communities, 55–56
Knowledge and Innovation Network, 80–81
language differences, 6
laughter, 20
leaders and leadership
affection for charismatic, 47, 48
collaborative, 1–13
in communities, 87–88
communities and, 31–43
conflict management and, 91–111
cross-functional, 66
engaging talent at the periphery and, 6–8
as global connectors, 3–6
loosening control and, 12–13
as silo-colliders, 31–43
skills for collaborative, 3
social intelligence and, 15–29
styles of compared, 11
teams, collaboration in, 8–11
Lerner, Sandy, 69
mad cow disease, 126–129, 131–132, 134–136
Madsen, Henrik, 134–135
Malloy, Ruth, 22
Mandela, Nelson, 123
Marx, Karl, 46
matrix structure, 55–56
McAfee, Andrew, 113–124
McDermott, Richard, 79–89
McKee, Annie, 21
McQuary, John, 86–87
Mead, Margaret, 33
Medi-Tech, 36
mentoring. See coaching and mentoring
metrics
capability development and, 72–73
with E2.0, 118–120
short-term, innovation and, 9–10
of social intelligence, 25–28
Microsoft, 8
mission. See vision
Monaco Media Forum, 5
mood contagion, 17, 20, 28. See also social intelligence
Motorola, 76
multidomain skills, 72–74
Natura Cosméticos, 8–9
networks. See also emergent social software platforms (ESSPs)
encouraging participation in, 146
expectations for, 85–87
face-to-face contact in, 88
focus on issues in, 82–84
goals and deliverables for, 84–85
governance of, 85, 138, 146–148
informal, 79–89
IT tools for, 88–89
managing, 80
maximizing impact of, 87–89
open versus closed, 138, 139–146
strategic setup for, 82–87
neuroscience, social, 15–22
Nokia, 7
norms, 13, 24. See also values
Norton, David, 118
obsession, 39
opportunity costs, 127, 128–129, 131–132
organizational awareness, 18, 26
organizational structure
for collaboration, 95, 137–138
for collaborative communities, 46, 51, 55–56
coordination for customer focus and, 62–67
customer focus and, 69–71
E2.0 and, 114
matrix, 55–56
Parsons, Talcott, 46
participative centralization, 55–56
participatory meeting management, 51
partners and partnerships
customer focus and connections with, 61, 62, 65, 74–77
incentives for, 147–148
open versus closed networks and, 138, 139–146
Pedote, Roberto, 9
peer collaboration, 86
penalties, collaboration, 129
performance indicators, 9–10. See also metrics
customer focus and, 70–71
social intelligence and, 25–28
pinball theory of management, 56
Pisano, Gary, 137–151
platforms, 116. See also emergent social software platforms (ESSPs)
portfolio approach, 83
Prescient Digital Media, 113, 121
conflict resolution, 107–109
screening, 145–146
Prusak, Laurence, 45–57
purpose, for collaborative communities, 46, 47–49, 56–57
quality, 68
rapport, 24
Raymond, Eric, 114
Reckitt Benckiser, 6–7, 11, 12
relationships
conflict management and, 93, 96–104
external, managing, 75–77
reliability, 57
research, 84
resonance, 21
responsibility, collective, 86
return on investment, 118–120, 127, 128, 131, 150
rewards and incentives
collaboration encouraged with, 94–95
for cooperation, 68
in E2.0, 120–121
for leader collaboration, 11
for network participation, 147–148
social intelligence and, 18–19
Riboud, Franck, 6
Sala, Fabio, 20
sales, 34–35
Samsung, 146
Sazaby, 75
Schlumberger, 80–81, 86, 87, 89
screening processes, 145–146
self-development, 9
self-interest, 47
self-organization, 119
Senning, Ake, 38
Serena Software, 124
Siemens, 146
silos
collaboration initiatives and, 92
colliding, 31–43
cooperation and, 68–71
customer focus and, 59–78
functional or geographic versus customer, 63
solutions focus and, 59–61
swapping, 67
social intelligence, 15–29
definition of, 16
gender differences in, 22
improving, 22–26
metrics for, 25–28
mirror neurons and, 17–20
training in, 23–26
social media
collaborative leaders and, 1–13
Enterprise 2.0 and, 113–124
global connectors in, 3–6
Solectron, 76
Solution Exchange, 83–84, 86, 87, 89
solutions, as strategic priority, 59–61
Soul of a New Machine, The (Kidder), 56
Southwest Airlines, 22
spheres of influence, 55–56
spindle cells, 21
sponsors, 85
Standard Oil, 57
Stanford University Medical Center, 59
STMicroelectronics, 146
strategy
collaboration type and, 138, 148–150
product versus solution focus in, 59–61
recessions and, 133
trade-off selection and, 98–99, 100–101
Strategy Maps (Kaplan and Norton), 118
stress responses, 28
suppliers, 74–77
teams
collaboration through, 94
communities compared with, 86
customer focus and, 66
diversity in, 7–8
leaders in directing, 12
social intelligence and, 18, 27
Technicon, 33–36
Technicon Symposium, 35
Telus, 105
360-degree reviews, 10, 23–24, 26–27, 56
timelines, 118
time management, 87
Tipping Point, The (Gladwell), 3
TopCoder.com, 149
Torvalds, Linus, 41
Total Joint Dance, 52–53
type of collaboration and, 137, 139, 144
tradition, 47
training
for community leadership, 87–88
for customer focus, 71–74
in social intelligence, 23–26
transaction costs, 96–97
trust
in communities, 36
ethic of contribution and, 50–51
face-to-face contact and, 88
Twitter, 4
United Nations Solution Exchange, 83–84, 86, 87, 89
user groups, 35
values
in collaborative communities, 46, 49–51
culture of cooperation and, 69–70
vendors, 74–77
Verganti, Roberto, 137–151
vested interests, 147
vision
for social intelligence, 23, 24
VistaPrint, 124
Wales, Jimmy, 41
Wal-Mart, 60
Warwick Business School, 80–81
Warwick Innovative Manufacturing Research Centre, 80–81
Weiss, Jeff, 91–111
Wells Fargo, 133
“What Makes a Leader?” (Goleman), 15
Whitehead, Jack, 33–36, 37, 42
Wikipedia, 122
Winnicott, D.W., 29
World Economic Forum, 5