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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.



vrijdag 28 mei 2010
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




vrijdag 28 mei 2010
The changing business landscape




vrijdag 28 mei 2010
The changing business environment


                      Getting closer to the customer: 88%


                              People Skills: 81%


                         Insight & Intelligence: 76%


                                    Source: ibm.com/ceostudy




vrijdag 28 mei 2010
Social Media for the enterprise, a hype ?




vrijdag 28 mei 2010
vrijdag 28 mei 2010
Fortune 500 Research

                • 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.


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




vrijdag 28 mei 2010
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.




vrijdag 28 mei 2010
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.

             Analyst
            Predictions                 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




vrijdag 28 mei 2010
Tools & Concepts




vrijdag 28 mei 2010
It is NOT
                about the
                  tools !

vrijdag 28 mei 2010
It is NOT about
              Generation Y:
           familiar with digital
               technologies

            but more about
             Generation C:
          for Communicate,
        Collaborate and Create.



vrijdag 28 mei 2010
Tools & Concepts




                                                   X

                      A
                                                           Y

                                        Y = conversation
                                        A = company
                      B                 B = market
                                        X = membrane




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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%



vrijdag 28 mei 2010
vrijdag 28 mei 2010
Example - Sabre Network
                      Challenge 2007:     • Objective:
              Sabre goes international    • Support employees during
                                            organizational change
                       Loss of “people
                       connections”       • Transparent & immediate
                                            feedback on change comms.
                  Virtual not connected
                    teams felt left out   • Activate community as a
                                            support group
                         Attrition
                                          • Retain the best talent

vrijdag 28 mei 2010
Example - Sabre Network
          Social Media Usage:
                                               Results
          • Online social network
                                     60% of employee questions are
          • Enterprise level Q&A       answered within 1 hour

          • Detailed user profiles    Increased internal social &
                                          business networks
          • Blogs
                                         Creation of an internal
          • Employee                  community which functions
                commenting              as a change support group



vrijdag 28 mei 2010
Where’s the
                  ROI ?
                  How to
                calculate ?


vrijdag 28 mei 2010
1     Create the Plan

                                Business Goals

                      Internal Communications Goals

                           Collaboration Goals

                               Intranet Objectives

                                     Project




vrijdag 28 mei 2010
2    Benchmark/Survey




                      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 ?




vrijdag 28 mei 2010
vrijdag 28 mei 2010
Skills    Experts
                      People   Knowledge




vrijdag 28 mei 2010
vrijdag 28 mei 2010
Activities                   Tags




                                   System Recommendations




vrijdag 28 mei 2010
vrijdag 28 mei 2010
Social Bookmarking




                      Sharing Knowledge




vrijdag 28 mei 2010
vrijdag 28 mei 2010
Expertise




                                      Tags
                       Activities




                          Bookmarks




vrijdag 28 mei 2010
Expertise




                      Corporate    Activities
                                                  Tags


                      Generated
                       Content        Bookmarks




vrijdag 28 mei 2010
Expertise




                      Corporate    Activities
                                                  Tags   Employee
                      Generated                          Generated
                       Content        Bookmarks
                                                          Content




vrijdag 28 mei 2010
vrijdag 28 mei 2010
Take away...
                          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


vrijdag 28 mei 2010
Planning - high level

                                          Pilot                             Full
                 Vision
                                     (Soft Launch)                        Roll Out




                              Value realization & benefit tracking


                          Stakeholder Engagement & Communications
            Management
              Change




                                     Organization Design & Governance


                                              Training - Information Sessions

                                      Culture Change




vrijdag 28 mei 2010
Roles of IT, Comms & Education




                              Ongoing IT Support




vrijdag 28 mei 2010
Roles of IT, Comms & Education

         Choice of platform Project Plan   Communications               Communications
              IT Test       Test Group     Champion Promo             Company wide roll out
           Compatibility    Quick Start     Education Plan               Education Plan



                      IT                         Ongoing IT Support




                           Comms                   Internal Communications



                                                     Education



                                             Change


vrijdag 28 mei 2010
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 champions, connectors,          Work with champions, (training/
            Identify final candidate groups                                                                                              Evaluate pilot
                                                          brokers                                coaching)
                                                                                                                              Identify additional groups of early
               Define specific use cases       Develop custom training resource          Measure & adjust as necessary
                                                                                                                                           adopters

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

         Develop measurement framework for
                                                                                                                               Plan full roll out to organization
                       Pilot


              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




vrijdag 28 mei 2010
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 ?


vrijdag 28 mei 2010
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...


vrijdag 28 mei 2010
Final thoughts




vrijdag 28 mei 2010
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



vrijdag 28 mei 2010
Thank You
                               Don’t hesitate:
                       philippe.borremans@gmail.com
                               @horationelson
                      http://www.conversationblog.com




vrijdag 28 mei 2010
vrijdag 28 mei 2010

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Philippe Borremans_Intralife2010

  • 1. Sosiale medier på intranett... Hva fungerer? A focus on social media & internal communications Intralife 2010 vrijdag 28 mei 2010
  • 2. 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. vrijdag 28 mei 2010
  • 3. 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 vrijdag 28 mei 2010
  • 4. The changing business landscape vrijdag 28 mei 2010
  • 5. The changing business environment Getting closer to the customer: 88% People Skills: 81% Insight & Intelligence: 76% Source: ibm.com/ceostudy vrijdag 28 mei 2010
  • 6. Social Media for the enterprise, a hype ? vrijdag 28 mei 2010
  • 8. Fortune 500 Research • 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. Research by Nora Ganim Barnes, Ph.D., Eric Mattson CEO, Financial Insite - http://www.umassd.edu/cmr/studiesresearch/2009f500.cfm vrijdag 28 mei 2010
  • 9. 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. vrijdag 28 mei 2010
  • 10. 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. Analyst Predictions 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 vrijdag 28 mei 2010
  • 12. It is NOT about the tools ! vrijdag 28 mei 2010
  • 13. It is NOT about Generation Y: familiar with digital technologies but more about Generation C: for Communicate, Collaborate and Create. vrijdag 28 mei 2010
  • 14. Tools & Concepts X A Y Y = conversation A = company B B = market X = membrane vrijdag 28 mei 2010
  • 24. 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% vrijdag 28 mei 2010
  • 26. Example - Sabre Network Challenge 2007: • Objective: Sabre goes international • Support employees during organizational change Loss of “people connections” • Transparent & immediate feedback on change comms. Virtual not connected teams felt left out • Activate community as a support group Attrition • Retain the best talent vrijdag 28 mei 2010
  • 27. Example - Sabre Network Social Media Usage: Results • Online social network 60% of employee questions are • Enterprise level Q&A answered within 1 hour • Detailed user profiles Increased internal social & business networks • Blogs Creation of an internal • Employee community which functions commenting as a change support group vrijdag 28 mei 2010
  • 28. Where’s the ROI ? How to calculate ? vrijdag 28 mei 2010
  • 29. 1 Create the Plan Business Goals Internal Communications Goals Collaboration Goals Intranet Objectives Project vrijdag 28 mei 2010
  • 30. 2 Benchmark/Survey 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 ? vrijdag 28 mei 2010
  • 32. Skills Experts People Knowledge vrijdag 28 mei 2010
  • 34. Activities Tags System Recommendations vrijdag 28 mei 2010
  • 36. Social Bookmarking Sharing Knowledge vrijdag 28 mei 2010
  • 38. Expertise Tags Activities Bookmarks vrijdag 28 mei 2010
  • 39. Expertise Corporate Activities Tags Generated Content Bookmarks vrijdag 28 mei 2010
  • 40. Expertise Corporate Activities Tags Employee Generated Generated Content Bookmarks Content vrijdag 28 mei 2010
  • 42. Take away... 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 vrijdag 28 mei 2010
  • 43. Planning - high level Pilot Full Vision (Soft Launch) Roll Out Value realization & benefit tracking Stakeholder Engagement & Communications Management Change Organization Design & Governance Training - Information Sessions Culture Change vrijdag 28 mei 2010
  • 44. Roles of IT, Comms & Education Ongoing IT Support vrijdag 28 mei 2010
  • 45. Roles of IT, Comms & Education Choice of platform Project Plan Communications Communications IT Test Test Group Champion Promo Company wide roll out Compatibility Quick Start Education Plan Education Plan IT Ongoing IT Support Comms Internal Communications Education Change vrijdag 28 mei 2010
  • 46. 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 champions, connectors, Work with champions, (training/ Identify final candidate groups Evaluate pilot brokers coaching) Identify additional groups of early Define specific use cases Develop custom training resource Measure & adjust as necessary adopters Define training strategy Identify & plan critical applications Mentor Develop action plans for add. groups Develop measurement framework for Plan full roll out to organization Pilot 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 vrijdag 28 mei 2010
  • 47. 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 ? vrijdag 28 mei 2010
  • 48. 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... vrijdag 28 mei 2010
  • 50. 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 vrijdag 28 mei 2010
  • 51. Thank You Don’t hesitate: philippe.borremans@gmail.com @horationelson http://www.conversationblog.com vrijdag 28 mei 2010