Philippe Borremans_Intralife2010

Sosiale medier på intranett...

Hva fungerer?

A focus on social media & internal communications

Intralife 2010

vrijdag 28 mei 2010

Agenda

The changing business landscape.

Social Media for the enterprise, a hype ?

Tools & concepts

Business Cases

Calculating Return On Investment

Project steps to ensure success.

Final thoughts.

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The changing business environment

Drive change in the organization

Use a wide range of communications tools & styles

Understand customer through collaboration & information sharing

Source: ibm.com/ceostudy

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The changing business landscape

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The changing business environment

Getting closer to the customer: 88%

People Skills: 81%

Insight & Intelligence: 76%

Source: ibm.com/ceostudy

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Social Media for the enterprise, a hype ?

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Fortune 500 Research

Research by Nora Ganim Barnes, Ph.D., Eric Mattson CEO, Financial Insite - http://www.umassd.edu/cmr/studiesresearch/2009f500.cfm

• Corporate blog use is steadily increasing, especially among the lower-ranked group of Fortune 500 corporations.

• All higher-ranked corporations have a Twitter account, as well as almost all other companies in the lower positions of the Fortune 500 list

• 86% of the 108 corporate blogs examined are linked to a Twitter account

• All 173 corporate Twitter accounts analyzed were active with replies and retweets in the past 30 days, showing a persistent interaction with other users.

• Podcasting and videos gained momentum among Fortune 500 companies.

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Research

Internal Use of Social Media - Benefits:

Improved communication, collaboration: 91%

Locating experts within the company: 81%

Improving knowledge management: 78%

Collaboration & Social Media Report - Gilbane Group, June 2008.

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By 2014, social networking services will replace e-mail as the primary vehicle for interpersonal

communications for 20 percent of business users.

By 2012, over 50 percent of enterprises will use activity streams that include microblogging, but stand-alone enterprise microblogging will

have less than 5 percent penetration.

Through 2012, over 70 percent of IT-dominated social media initiatives will fail.

Through 2015, only 25 percent of enterprises will routinely utilize social network analysis to

improve performance and productivity.

Source: Gartner, February 2, 2010: http://www.gartner.com/it/page.jsp?id=1293114

Analyst Predictions

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Tools & Concepts

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It is NOT about the

tools !

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It is NOT about Generation Y:

familiar with digital technologies

but more about Generation C:

for Communicate, Collaborate and Create.

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A

X

Y

BY = conversation

A = company

B = market

X = membrane

Tools & Concepts

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Dresdner Kleinwort Wasserstein (DrKW) is an investment bank headquartered in London and Frankfurt. With 6,000 employees, it has offices inNew York, Paris, Luxembourg, Tokyo, Singapore and

Hong Kong.

RESULTS

Accelerate project cycle

times by 25%

Reduce email overload by

up to 75%

Cut search costs by 50%

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Challenge 2007:

Sabre goes international

Loss of “people connections”

Virtual not connected teams felt left out

Attrition

Example - Sabre Network

• Objective:

• Support employees during organizational change

• Transparent & immediate feedback on change comms.

• Activate community as a support group

• Retain the best talent

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Social Media Usage:

• Online social network

• Enterprise level Q&A

• Detailed user profiles

• Blogs

• Employee commenting

Results

60% of employee questions are answered within 1 hour

Increased internal social & business networks

Creation of an internal community which functions

as a change support group

Example - Sabre Network

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Where’s the ROI ?How to

calculate ?

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Business Goals

Internal Communications Goals

Collaboration Goals

Intranet Objectives

Project

Create the Plan1

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Benchmark/Survey2

How much time is lost searching for info ?How much time is lost searching for people ?Internal telephone costs ?Time “lost” managing email ?Efficiency of co-creating documents ?Efficiency of sharing information ?Response time to internal customer query ?

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ExpertsKnowledge

SkillsPeople

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System Recommendations

TagsActivities

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Sharing Knowledge

Social Bookmarking

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Expertise

Bookmarks

Activities

Tags

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Expertise

Bookmarks

Activities

TagsCorporateGenerated Content

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Expertise

Bookmarks

Activities

TagsCorporateGenerated Content

EmployeeGenerated Content

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Increase non-hierarchical & transparent communications in order to facilitate feedback

Stimulate immediate gratification of Q&A and finding correct information by social networking

Create an always on “virtual finger on the pulse” through employee networks

Support transparent feedback on change communications in order to adapt where needed

Take away...

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Planning - high level

VisionPilot

(Soft Launch)

Full

Roll Out

Ch

an

ge

Ma

na

ge

me

nt

Value realization & benefit tracking

Stakeholder Engagement & Communications

Organization Design & Governance

Training - Information Sessions

Culture Change

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Roles of IT, Comms & Education

Ongoing IT Support

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Roles of IT, Comms & Education

Choice of platform

IT Test

Compatibility

Project Plan

Test Group

Quick Start

Communications

Champion Promo

Education Plan

Communications

Company wide roll out

Education Plan

Comms

Education

Internal Communications

Change

IT Ongoing IT Support

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Pilot Phase Detail

Pilot Phase

1. Plan 2. Analyze 3. Implement 4. Assess

Secure Executive Sponsorship Conduct social network analysis Seed critical applications Post Pilot analysis

Present to pilot candidates Refine initiative Implement communications plan Identify lessons learned

Identify final candidate groupsIdentify champions, connectors,

brokers

Work with champions, (training/

coaching)Evaluate pilot

Define specific use cases Develop custom training resource Measure & adjust as necessaryIdentify additional groups of early

adopters

Define training strategy Identify & plan critical applications Mentor Develop action plans for add. groups

Develop measurement framework for

PilotPlan full roll out to organization

Define physical architecture Develop requirements definition Install & configure software for pilot Technical support during pilot period

Operational Model Define pilot deployment planning Install & configure LC components Planning workshop for requirements

Directory integration Install LDAP assembly Business objectives & priorities

Define UI branding Test & verify

Define security requirements Knowledge transfer for admin &

operational procedures

Define support model

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Lessons Learned

Be ready...

Web 2.0/Social Media integration change a company, make sure your corporate culture is ready.

Bottom up roll out - enforcing the use of social media is a contradiction.

Start small, grow slow.

What’s in it for the employee ?

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Lessons Learned

Be ready

Link social media to business objectives and business functions.

Create rules, to protect the company AND the employees.

Executive support and IT support is needed.

Explain, train and explain again...

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Final thoughts

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Final thoughts

Social Media Tools can support change through their Interactive, transparent, immediate and

collaborative nature.

Implementation can be quick, low cost and focused on fast return of investment.

Social Media integrate, enhance and support existing communications platforms, they do not

replace them

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Thank YouDon’t hesitate:

[email protected]@horationelson

http://www.conversationblog.com

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Philippe Borremans_Intralife2010

Technology

Transcript of Philippe Borremans_Intralife2010