CSC Case Study Presentation delivered in the Intranet Track, Thursday, May 5, 2011 at the J. Boye Philadelphia Conference.

1. CSC C3 : CONNECT. COMMUNICATE. COLLABORATE.
Beyond the Field of Dreams:
Building a Successful
Social Business Strategy
Claire Flanagan
CSC
Director, KM
Social Business/Communities
© 2011 Computer Sciences Corporation 5/6/11 12:04 1

2. SOCIALIZE MY INTRANET?
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 2

3. CSC: 50+ Years of Client Service Excellence
A TRUE GLOBAL
2,500 world-class customers — 90 countries — 94,000 employees
DELIVERY MODEL
FORTUNE 150, “MOST
ADMIRED COMPANY" CSC Locations
Other Client Engagements
MISSION-CRITICAL
DELIVERY
EXCELLENCE
SIX INDUSTRY
VERTICALS
$16.2 B BUSINESS
SOLUTIONS &
SERVICES
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 3

4. We Speak Our Customers’ Languages,
Addressing Them Through Our Six Industry Verticals,
Supported by Our Global Delivery Network
Public
Financial
Manufacturing Technology
Healthcare Chemical,
Sector Services and
Consumer Energy
&
Natural
Resources
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 4

5. Enterprise 2.0: It’s No Field of Dreams
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 5

6. CSC C3: Connect. Communicate. Collaborate.
CSC’s Collaboration Journey
Integrate Extend Evolve
Early Intranet C3 — Social
Full Global
and Distributed CSC Wiki Collaboration
Portal
Portals Platform
This
is
one
step
of
many
—
it’s
part
of
the
journey
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 6

7. WHERE ARE YOU ON JOURNEY?
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 7

8. Business Problem
Locating experts and assets
New hire onboard
Intellectual property loss through
attrition, use of consumer tools
Silo tools barrier to innovation
Thought leadership
Connect people to people, content, and communities
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 8

9. Build the Business Case
Review Review Review Review Decide
Be
Credible
Define
Goals
Evaluate
Do
Establish
ROI,
TCO
Recommend
Pilot
ProducNon
Homework
Sponsorship
Audit
Socialize
—
Analyze
—
Audits
—
Revise
Integrate
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 9

10. CSC C3: Connect. Communicate. Collaborate.
C3: Connect. Communicate. Collaborate.
Award-winning, enterprise-class, global social
collaboration in which employees:
• Connect: Time zones and distance will no longer be barriers Internal Evangelist
of the Year Award
• Communicate: Share their work, share their thoughts November 2009
• Collaborate: Get work done with others
Community Adoption Award
October 2009
Jive Champion Award
September 2010
Finalist 2010
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 10

11. CSC C3: Connect. Communicate. Collaborate.
C3 Adoption Best Practices
Secret Weapons to Going Viral, Global
Asia
Pacific
EMEA
North
America
India
Latin
America
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 11

12. CSC C3: Connect. Communicate. Collaborate.
C3 Provides Business Value
Collapsing time and distance barriers to leverage
global expertise
Reducing cycle time for proposal development to
increase revenue, reduce customer acquisition costs
Greater ease in locating and engaging internal experts
Improved new employee onboarding
Collaborating more broadly to drive process
efficiencies
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 12

13. CSC C3: Connect. Communicate. Collaborate.
C3 Wins Hearts and Minds Activity
Becomes Part of Everyday Work
500,000
“Proud to be CSC”
* Consolidate
“I went from being a skeptic to a convert. It just 250,000
makes you want to get involved!”
* Pilot End
“C3 is just what we need to start leveraging the
power of the wider organization.” 0
May '09 Oct '10
Participation
“C3 will transform CSC … allows us to overcome
silos.”
“C3 is the de facto standard for how we collaborate. Contributors
It's the language of the company.” 35%
Lem Lasher, President, CSC GBS
Consumers
“It is a key tool to achieve the ‘One CSC’ vision.” 65%
Leif Ulstrup, President, CSC FCP
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 13

14. Plan For Adoption
You can’t plan to go viral.
You can’t go viral if you don’t plan well.
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 14

15. Plan For Adoption
Best Practices
Don’t Do
Executives
Taxonomy
Politics/Culture
Fit with Other Tools
Deployment
Staffing
Content
Conversation
Speed to Users
You can’t plan to go viral. You can’t go viral if you don’t plan well.
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 15

16. Plan For Adoption
Best Practices
Don’t Do
Executives Overlook Find executives to “walk the talk”
Taxonomy Reflect organization chart Allow patterns to emerge
Politics/Culture Ignore Listen, learn, adapt
Fit with Other Tools Fail to provide guidance “What do I use when?”
Deployment “If you build it, they will come” Plan for adoption
Staffing Discount Locate advocates, community manager
Content Launch a blank slate Seed use cases, groundswell
Conversation Think just work, no play Provide “watercooler”
Speed to Users Hold for perfection Pilot. Frequent releases
You can’t plan to go viral. You can’t go viral if you don’t plan well.
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 16

17. Plan For Adoption
Secure Top Down Support
Executives as Advocates
Executive Blogger
Leadership Messages
Sponsor Program
Assign Advocate
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 17

18. Plan For Adoption
Build Groundswell
Locate & Enable Fans (Advocates)
Planning Partners
Story Tellers
Inspirational
Engage Local Executives, Teams
Peer Support, Answers
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 18

19. Plan For Adoption
Build Examples for Work
Seed Use Cases
Where Have We Done This?
Product, Solution Innovation
Peer Support
Career Development
New Business Development
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 19

20. Plan For Adoption
Build Examples for Work
Seed Use Cases
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 20

21. Plan For Adoption
Watercooler
“
“
People work better together when they
know each other
on a personal level.
h"p://knowledge.wpcarey.asu.edu/ar5cle.cfm?ar5cleid=1653
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 21

22. “
By 2014, social networking services will replace
e-mail as the primary vehicle for interpersonal
“
communications for 20 percent of business users.
Gartner Predicts 2010
“Social Software Is an Enterprise Reality”, December 2009
http://bit.ly/gIthoV
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 22

23. CSC Communities
CSC Communities
Innovation Through a Well-Crafted Ecosystem
3
C CSC
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 23

24. CSC Communities
#e2conf-18
CSC Communities Overview
CSC Communities
Innovation Through a Well-Crafted Ecosystem
Public: Meaningful Use 1 Cty Mgr + 19 SME s
• Summer 2010: Healthcare Prospects + Customers
• Single source of truth US Government (EHRs)
• Anonymous + Registered use
Exclusive Access: WikonnecT 1 Cty Mgr
• Fall 2008: Financial Services Customers
• Co-development, registered access
Employee: C3 1 Cty Mgr + 150+ Lifeguards
• May 2009: Employees (Internal)
• ROI: Proven to enable wins, service delivery.
• Consolidation savings
Alumni: InTouch 1 Cty Mgr
• July 2010: Alumni + Employees
• Networking, sharing ideas, best practices
• Powerful referral, talent pool with exclusive alumni benefit
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 24

25. CSC Communities: Lessons Learned
If You Plan Well, They Will Come!
1. Be Credible
• Do your homework
• Know the industry, your company,
your culture
• Map project to company strategy
2. Engage Sponsors
• Talk executive
• Build partnerships with stakeholders
• Locate sponsors to “walk the talk”
3. Move Quickly
• Speed to users (pilot, frequent releases)
4. Plan for Adoption
• Select the right tool, plan for scale and make the best first impression
• Locate advocates to go wide, global
• Think top down, bottom up, sideways
• Seed use cases; don’t forget the Watercooler
• Allow collaboration patterns to emerge; self-service
5. Be Ready to Adapt
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 25

26. THANK YOU
Claire
Flanagan
Director,
KM
and
Enterprise
Social
Business,
Communi5es
Strategy
CSC
Office
of
Innova5on
Linked
In:
h"p://www.linkedin.com/in/cflanagan
Twi"er:
cflanagan
© 2011 Computer Sciences Corporation 5/6/11 CSC Case Study 26