Riskonnect offers a game-changing business collaboration platform to transform, improve the risk management discipline
This is all part of Riskonnect's technology platform powering its RMIS, claims administration and other risk technology applications. Chatter enables risk professionals to work more efficiently and closely with colleagues by effectively communicating across a single application, according to Bob Morrell, CEO at Riskonnect, who won a Risk Innovator 2011 award from Risk & Insurance Magazine for his work with Chatter.
Tani Pack Downing, director of the State of Utah's Division of Risk Management, a Riskonnect client, says that with the explosion of social media into personal and professional lives, it's natural for business to be looking at ways it can utilize tools such as Chatter to maximize communication internally and externally.
"Chatter has been used by our office to communicate among project leaders and Riskonnect during the implementation of our new claims system," Pack Downing said. "It allows the users to choose which elements of the project they want to follow and see all relevant communications as well as comment on any threads."
She added that the next phase of Utah's enterprise information system will require integration of other State information systems and Utah intends to use Chatter for communication with Riskonnect on those projects as well.
Morrell said Chatter brings a revolutionary shift in how people communicate at work, just as social networking applications have fundamentally changed communications with friends and family.Morrell noted that when you consider the accelerating adoption rate of new communication technologies (from land lines to cell phones), and the even more rapid ascent of social media for personal communications, Chatter is the logical business application.
For example, he said, a new member joins LinkedIn every second. In 2009 social users (now totaling around 1.1 billion) surpassed email users. Today's generation uses social apps to communicate.
"The business world is poised for a similar game-changing paradigm shift," Morrell said. "As Chatter spreads throughout organizations, you will see significant decreases in email, more efficient collaboration among co-workers and business partners, and better-informed decision making - as the silos of information throughout organizations are knocked down.Risk managers need this type of technology to enable collaboration across the enterprise."
Interestingly, Morrell added, it is taking time for risk professionals to understand Chatter's applications, and to overcome those who fear discoverability issues, which of course are mitigated by Chatter's open, transparent nature.
Morrell explained that communication and collaboration using Chatter is private and secure, but a major upgrade from standard email. In fact, Chatter can replace most email within a risk management or claims department.
"Chatter offers something better than email," Morrell said. "It provides the context for the discussion, and allows others who are involved or who should be involved to follow and contribute to the discussion."
Morrell explained that in the world of risk management, the question of discoverability is always an issue, especially around email. Basically, email is "discoverable" as part of the claims process, and so is almost all information and documentation in risk technology systems.
"So we are left with best practices around communication," he said. "But with email, the communication is done in a vacuum, if the right people are not copied. And that can lead to some very negative consequences."
With Chatter, discussions can be viewed securely by others who are following a specific claim or issue, so cultural best practices, or peer pressure - the natural inclination to monitor yourself in front of others - keeps users in check with their messaging and collaboration. Additionally, the ultimate control remains with management, who also can choose to monitor discussions.
"Concerns about internal communication around claims dissolve as greater oversight becomes a part of the culture," Morrell said.
Simply stated, Chatter is a part of the Riskonnect system, enabling the risk management team, and all others in their Riskonnect user network, to collaborate around risk-related information.The status of important projects, claims, incidents, legal matters and other topics is automatically pushed to them, in real-time.They can "chat" or "comment" on a claim, an incident, occurrence, or any other object in the system.
Users also can choose which information to follow and which conversations to be a part of.For example, they can follow a specific claim and Chatter will trigger automatic, real-time updates anytime new information or new comments are added on that claim record. They can also choose to follow a dashboard or document attached to Chatter.
"If that dashboard is refreshed, they are alerted. If a new version of that document is posted, they are alerted," Morrell said, adding that system administrators also have controls over Chatter to limit certain people or groups.Additionally, users have controls to set up private groups among departments or teams.
Morrell says not only is Riskonnect using Chatter successfully internally, but clients also are using Chatter extensively as a part of the implementation process - documenting requirements, providing status updates on project tasks, and documenting decisions.
Goals Riskonnect clients describe for using Chatter as a part of their ongoing operations include:
-- Improved collaboration around risk-, claim- and safety-related issues
-- Better decisions, as risk and safety professionals share concerns and work together toward optimal solutions
-- Faster communication between departments and business partners
-- Movement of conversations from siloed email inboxes to a collaborative platform, where appropriate people or teams can contribute to important updates, discussions and solution of issues
-- Conversations within context of the related claim, incident, legal matter, document, dashboard, report, and other risk-related information
-- Improved status updates
Best of all, Riskonnect offers Chatter as an integral part of its total system, with no additional costs. As a result, users are seamlessly added, as they are with all other Riskonnect upgrades. Riskonnect system administrators simply have the choice to enable Chatter when an organization is ready to implement the platform.
"Chatter automatically pushes the status of important projects, claims, incidents, legal matters and other topics out to risk management staff in real-time," Morrell concluded. "It's an innovation that just makes risk managers, and risk management, more effective and efficient, and it also addresses critical discoverability issues within the claims process at the same time."
For more about Chatter, visit Riskonnect.com, or call 770-790-4700.
(The above piece is part of our continuing Insights series designed to highlight key products and services to our readers. This paid-for Insights was written and edited by Risk & Insurance®
on behalf of our marketing partner. Additional Insights can be found on our Web site at www.riskandinsurance.com/.)
October 5, 2011
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