Alcatel-Lucent - Community Managment: Key learning with Engage

COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

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Jerome Colombe December 2011

COMMUNITY MANAGMENTKEY LEARNING WITHIN ALCATEL-LUCENT

© Pulsar Media

AGENDA

OUR TRANSFORMATION

ENGAGE COMMUNITY

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© –

To

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urves

ENGAGE COMMUNITY

HR COMMUNITY

CONTEXT OF OUR TRANSFORMATIONNEW COMMON OBJECTIVES

Transparency, openness, trust and responsibility

Collaboration and individual excellence


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Sharing and best practices vs silos and duplication

Relevance and keep the goal

THE ALCATEL-LUCENT 2.0 JOURNEY

2008 2009 2010

Ask@Ben : Direct relation with the CEO with no filter (private)

Comments and rating on Intranet (no filter, no moderation) + Sharepoint 07

External social media presence (Blog, Twitter, Youtube) *

Launch Engage (Jive)Connect.Collaborate.Contribute


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Microbloging (Yammer) : Silos breaking, expert relevance, spontaneous support

Internal Youtube, Livebloging, Livechat and Cafés WikiBenchmark and analysis internal 2.0 strategy

BlogForumWikiSharepoint

Beta unified platform (Jive)

OUR SOCIAL NETWORK PLATFORM (today)


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60000 PROFILES4000 GROUPS

ENGAGE COMMUNITY


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SERENDIPITY AND EXPERTS ROLE

If no solution is that there is no problem.

60kUSERS

25%ACTIVE

6%CONTRIBUTORS

ENGAGE TODAY (1 YEAR OLD BABY)USAGES & INTERACTIONS


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4000GROUPS/COMMUNITIES

1300POLLS/SURVEYS

CONNECT-COLLABORATE-CONTRIBUTEPURSUE AND NURTURE THE ADOPTION


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COMMUNITY MANAGEMENT

ORGANIZATION • Community Manager full time (2 experts – animation and tools)• Advocates (20) et Group/Community owners (> 4000)

SUPPORTINTERACTION• Support done by CM, Advocates, Group owners” and users • Expert presence, Crowdsoursing principle

TYPOLOGYTYPE OF COMMUNITY• Cross-organization, outside portfolio, non professional oriented • Organic, Project, R&D, technology related

COMMUNITY EXAMPLE“GREEN” INITIATIVE & STRATEGY


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INTERACTIONS BETWEEN OUR COMMUNITYINTENAL STUDY VISUALIZATION


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NB: The name of the communities have been deleted for public release of this presentation

HR COMMUNITY


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STEP BY STEP EVOLUTION

HR FRANCE COMMUNITY – JULIEN COTTEEVOLUTION IN 2010 – EXTERNAL FOCUS

APRIL | HR Community Manager nomination

MAY | Facebook and Twitter dedicated to HR France

JANUARY 2010 | Forum@ALU France (workshops via FB)


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JUNE | HR COMMUNITY LAUNCH

DECEMBER 2010 | College@work (workshops via FB)

HR FRANCE COMMUNITY – JULIEN COTTEYOUNG NEW HIRED EMPLOYEES – INTERNAL COMMUNITY

Community launch

Seminar (strategy & key learning)

SEP 2010 | RECRUTING (100)


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Innovation Break initiative

DECEMBER 2011 | Launch of the 2012 Community

DEC 2011 | End of the Community

HR FRANCE COMMUNITY MANAGER BEST PRACTICES & OPPORTUNITY – JULIEN COTTE

TOP FLOP

HR GOALS & PROJECT MANAGEMENT

- HR Community visible and active in Social Medias- Community strategy for new and young hired- Enterprise discussion and debate facilitated - Mentorat initiative, StrongHer support initiative

GLOBAL HR COMMUNITY 2.0

- Lack of time to define target and objectives


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FLOPREX

KEY LEARNING & OPPORTUNITY

- Just do it and accept potential errors- Define a clear objective- Understand your audience and their needs- Mix between community IRL and virtual- The HR role and its role has changed after this experience

- Lack of time to define target and objectives- Importance of local dedicated initiatives

NEXT STAGESADOPTION CONFIRMATION AND “DIGITAL WORKPLACE”

“ENGAGE” CAMPAIGN• Evengelization• New adapted tutorial • Clarify the ecosystem

COMMUNICATION HELP AND SUPPORT

CROWDSOURCING• The life of Engage• Best practices• Expert role and highlight


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TOOLS & REPORTING• Basic metrics• Social Media oriented metrics• Data vizualization

ANALYSIS ANIMATION

CM ROLE AND ACTIONS• “Cleaning Day”• Dedicated training• Serendipity and support

QUESTIONS ? – SOME COMMUNITY MANAGERS IN ALU

EXTERNAL@Lapeyrade

HR@JulienCotteALU

ENGAGE@VSJem

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GREEN@JoelPagot

INTERNAL@sYsIphe

COMMUNITY MANAGER APPRECIATION DAY23rd JANUARY 2012 - #CMAD et #CMGR


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Source: http://en.wikipedia.org/wiki/Community_Manager_Appreciation_Day


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Alcatel-Lucent - Community Managment: Key learning with Engage

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