Intranet Transformation @Swisscom, Digital Leadership Forum Wien, Advatera, 2015, Swisscom AG, Thomas Maeder

1. Digital Internal Communications
Intranet Transformation @Swisscom
Thomas Maeder
Head of Digital Communication &
Collaboration Experience
Swisscom AG
Digital Leadership Forum 2015
8./9. Juni, Wien

2. About me About Swisscom
2
• Swisscom is Switzerland’s
leading telecommunication
provider, with its headquarters
in Berne
• With over 21,000 employees, it
generated turnover of CHF
2,893 million in the first
Quarter of 2015
• Swisscom is one of the most
sustainable companies in
Switzerland and Europe
LinkedIn http://ch.linkedin.com/in/maeder/en
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder

3. 3
Some thoughts about
(Digital) Transformation

4. Workplace Transformation
4

5. Digital User Experience Transformation
5
”Complexity is your enemy.
Any fool can make something complicated.
It is hard to make something simple.” (Richard Branson)
”Complexity is your enemy.
Any fool can make something complicated.
It is hard to make something simple.” (Richard Branson)

6. Intranet Transformation @Swisscom
6
Altes Intranet mit
Bilderrrahmen

7. 7
Intranet aka Digital Workplace
Vision?
Purpose?
Scope?

8. How to define Vision, Purpose & Scope
for your Intranet aka Digital Workplace?
dd/mm/yyyy
8

9. What’s the Digital Experience @your company feel like?
9
loose collection of
applications/services
what’s the digital experience for your employees?
on premise
hybrid
cloud
on premise
hybrid
cloud
what’s the digital experience for your
customers/partners?
on premise
hybrid
cloud
collection of (partly) integrated
applications/services
collection of (partly) integrated
applications/services
with a (partly ) unified experience
application/services
#employees/users
frequency of use
weekly daily hourly
fewmanyall
#employees/users
frequency of use
#employees/users
frequency of use

10. 10
integrated user experience
company
organization & culture
company
organization & culture
What’s the current
Intranet aka Digital Workplace
Vision Purpose Scope
@Swisscom ?
“Swisscom Digital Workplace Experience”“Swisscom Digital Workplace Experience”
Internal
Communications
EmployeeServices
ReferenceInformation
ManagedContent
any device & any where
share
followfollow
discuss
work
collaborate
connect
create
……
Collaboration
findfind
technologytechnology
like
learnlearn
Rich Profile & Social LayerRich Profile & Social Layer
Information ManagementInformation Management
Find, Ask & DiscoverFind, Ask & Discover

11. 11
20122009
Intranet 1.0
Intranet SCS
Intranet SCS-CBU
Intranet Fixnet
Intranet Mobile
Intranet Solutions
Intranet GHQ / PAR
Intranet ITS
Intranet 2.0
2015
Digital Workplace
User Experience
1.0
2014
Intranet 3.0
Intranet > Digital Workplace Experience
Transformation Journey @Swisscom
Intranet consolidation
1 platform (SP2007)
1 user experience
1 governance
…
new ux
social features
mobile web access
upgrade SP2010
…
self service
collaboration
improved social
features
social Q & A
video/corporate TV
upgrade SP2013
…
new ux
new governance
agile dev/scrum
integration/APIs
…

12. 12
Intranet > Digital Workplace Experience
Transformation Journey @Swisscom
What are our
lessons learned
& good practices?

13. 13
Internal Communications / News
lessons learned
& good practices
• one news
center (with
constant flow of
engaging,
personalized
stories)

14. 14
Internal Communications / News
lessons learned
& good practices
• one news
center (with
constant flow of
engaging stories)
• create dialog

15. 15
Internal Communications / News
lessons learned
& good practices
• one news
center (with
constant flow of
engaging stories)
• create dialog
• use email
alerts/digests

16. 16
Internal Communications / News
lessons learned
& good practices
• one news
center (with
constant flow of
engaging stories)
• create dialog
• use email
alerts/digests
• provide
statistics

17. 17
Internal Communications / News
lessons learned
& good practices
• one news
center (with
constant flow of
engaging stories)
• create dialog
• use email
alerts/digests
• provide
statistics
• include video,
corporate TV

18. 18
Reference Information / Managed Content
lessons learned
& good practices
• distinguish
content
• reduce content
• it’s all about
information
management content items
relevanceforallemployees
lowhigh
the Long Tail law
managing «the Signal»
and «the Noise»
ReferenceInformation
ManagedContent
Archive
News
Internal Comms
User Generated Content
Collaborative Content

19. 19
Reference Information / Managed Content
lessons learned
& good practices
• distinguish
content
• reduce content
• it’s all about
information
management
• define
ownership
• build trust
• provide
statistics

20. 20
Collaboration
lessons learned
& good practices
• understand
common
collaboration
needs

21. 21
Collaboration
lessons learned
& good practices
• understand
common
collaboration
needs
• make it easy
(self service,
accessible form
anywhere)

22. 22
Collaboration
lessons learned
& good practices
• understand
common
collaboration
needs
• make it easy
(self service,
accessible form
anywhere)
• integrate
intranet &
collaboration
• establish
collaboration
community
management

23. 23
Employee Services
lessons learned
& good practices
• understand
common
employee
services needs
• integrate
intranet &
employee
services
• align
application
roadmaps

24. 24
Findability - find, ask & discover
lessons learned
& good practices
• good search
experience
(needs optimized
content, persons in
charge, search
technology)

25. 25
Findability - find, ask & discover
lessons learned
& good practices
• good search
experience
(needs optimized
content, persons in
charge, search
technology)
• provide
discovery
(most visited, most
commented, social
network feed,
related content etc)
• provide
alternatives to
search
(connecting
questions and
people «ask the
brain»)

26. 26
User Experience
lessons learned
& good practices
• performance &
stability
• easy external
access

27. 27
User Experience
lessons learned
& good practices
• performance &
stability
• easy external
access
• any browser
• responsive UI

28. 28
User Experience
lessons learned
& good practices
• performance &
stability
• easy external
access
• any browser
• responsive UI
• internet
applications &
services are
benchmark
• modern, fun to
use, emotional,
personal

29. Fragen & Feedback?

30. Thank you!
Thomas Maeder
Head of Digital Communication & Collaboration Experience
Mobile + 41 79 688 08 71
thomas.maeder@swisscom.com
LinkedIn http://ch.linkedin.com/in/maeder/en
XING http://www.xing.com/profile/Thomas_Maeder
Twitter @ThomasMaeder
Swisscom AG
Group Communications & Responsibility
Alte Tiefenaustrasse 6
3048 Worblaufen - Switzerland
www.swisscom.ch
30