1. INTRANETS FOR CORPORATE COMMUNICATIONS September 13, 14 th , 2010 Goals, Expectations & Content Designing your intranet as a strategic business tool.

5. Employees ARE your brand ambassadors. Corporate Culture GOALS, EXPECTATIONS & CONTENT Insight Driven Communication BRAND EMPLOYEE CUSTOMER ORGANIZATION Mutual Trust Unique Offering Shared Values EMPLOYEES RALLY BEHIND A BRAND THEY BELIEVE IN. ORGANIZATIONS RELY ON EMPLOYEES TO UPHOLD THEIR BRAND VALUES. COLLABORATIVE BRAND BUILDING

6. 360° Communication Managers to Employees Employees to Managers Peer to Peer Cross-Department Collaborate Brand Building GOALS, EXPECTATIONS & CONTENT Insight Driven Communication Built on trust, transparency, talking.

7. Trust, Transparency, Talking GOALS, EXPECTATIONS & CONTENT Insight Driven Communication Trust and transparency starts with talking to employees from across the organization. Focus Groups Affinity Sessions Interviews Field Studies Survey UGC

9. Affinity Diagramming GOALS, EXPECTATIONS & CONTENT Insight Driven Communication For group sessions, we use Affinity Diagramming – a brain storming technique with uses stickies. Let’s see how it works.

10. The Current Situation GOALS, EXPECTATIONS & CONTENT Insight Driven Communication INTRANET SITE BUSINESS UNITS ARE OPERATING IN SILOS COMMUNICATION IS BEING PUSHED DOWN WITHOUT A CLEAR VIEW OF EMPLOYEE NEEDS Employee doesn’t know where to go to find information or help. HR IT Operations MarCom Finance

11. The Desired State & Needs GOALS, EXPECTATIONS & CONTENT Insight Driven Communication The public has access to the information, so why isn’t it made easily available to employees on the Intranet? I think it’s relevant to everyone to know what our organization is doing so if someone outside the company asks know what’s going on. We need to get the right information to the right people so that everyone understands what we’re trying to do. The biggest thing is finding information. Who do I go to or what can I reference quickly for the answer. “ ” “ I’d like to see more information sharing between departments as it can be more difficult sometimes than you think to find out what’s going on in other areas. ”

12. GOALS, EXPECTATIONS & CONTENT Insight Driven Communication “ I want to know who everyone is and what everyone does. For example, different people in Procurement are responsible for different things so how do you know who to send the invoice to? Lorem ipsum dolor sit amet, consectetuer adipiscing elit. Aenean commodo ligula eget dolor. Aenean massa. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Donec quam felis, ultricies nec, pellentesque eu, pretium quis, sem. Nulla consequat massa quis enim. Donec pede justo, fringilla vel, aliquet nec, vulputate eget, arcu. In enim justo, rhoncus ut, imperdiet a, venenatis vitae, justo. Nullam dictum felis eu pede mollis pretium. Integer tincidunt. Cras dapibus. Vivamus elementum semper nisi. Aenean vulputate eleifend tellus. Aenean leo ligula, porttitor eu, consequat vitae, eleifend ac, enim. Aliquam lorem ante, dapibus in, viverra quis, feugiat a, tellus. Phasellus viverra nulla ut metus varius laoreet. Quisque rutrum. Aenean imperdiet. Etiam ultricies nisi vel augue. Curabitur ullamcorper ultricies nisi. Nam eget dui. Etiam rhoncus. Computer Access Intranet Use Digital Adoption low high low high low high Susan, Marketing Manager NEEDS Quick, direct access to brand assets such as logos, fonts, printing specs and templates Checklist for brand compliance Self-guided ”onboarding” educational tool Notification of changes to most assets Access to existing approved collateral

13. Define the Strategy & Roadmap GOALS, EXPECTATIONS & CONTENT Insight Driven Communication Vision Business & Communication Objectives Employee (need-based) Requirements Create a living, breathing experience that presents Delvinia as an unfolding story with people at the heart.

16. GOALS, EXPECTATIONS & CONTENT Delivering on the Strategy TOP DOWN BOTTOM UP Employees are your brand ambassadors. Employees rally around a brand they believe in. 360 ° COMMUNICATION CORPORATE BUSINESS UNITS PEOPLE SOCIAL NEWORKS INDUSTRY TRENDS CULTURE COALLABORATON SHARING

17. “ Live” feed Segmented news Filtered Content By Relevancy Feedback mechanism GOALS, EXPECTATIONS & CONTENT Delivering on the Strategy Bank of Ireland Featured news

19. GOALS, EXPECTATIONS & CONTENT Delivering on the Strategy One of the greatest challenges confronting intranets is ensuring that content is up-to-date, accurate & useful. The phone directory is frustrating to use as when you do find the person you’re looking for and their information is out-of-date. “ ”

20. Establish an Ownership Model GOALS, EXPECTATIONS & CONTENT Maintaining Content Integrity THE MODEL SHOULD SUPPORT THE STRATGY. EXECUTIVE SPONSORSHIP IS KEY. Collaborate with Intranet Manager Assign an ambassador & promote usage Manage editorial schedule Maintain content integrity Align to vision & objectives Technical implementation Access requirements Implement process & procedures Train Coordinate content contributors Prioritize strategic requirements Maintain site integrity Define editorial calendar Uphold strategic vision & objectives Establish operating committee Create & support policies & procedures Promote & educate Support intranet vision & strategic priorities Integrate into corporate culture Fund test & learn initiatives EXECUTIVE CHAMPIONS SVP, VP, C-Level INTRANET OWNER CONTENT CONTRIBUTORS Author INFORMATION TECHNOLOGY OPERATING COMMITTEE Rep from each Biz Line Identify & create new content INTRANET PUBLISHER BUSINESS LINE PUBLISHERS Owner, Approver INTRANET MANAGER Hybrid Model

21. Governance Considerations GOALS, EXPECTATIONS & CONTENT Maintaining Content Integrity accuracy : from verified source transparency: define attributes & process for sensitive materials consistency: all channels tell the same story relevance: impact to the individual is clarified timeliness: content is available as soon as practical, is dated & is archived for later reference

26. TREAT THEM AS AN INDIVIDUAL WITH A VOICE.

27. AND MAKE THE INDIVIDUAL FEEL PART OF A COMMUNITY.

28. Build Community From the Ground Up GOALS, EXPECTATIONS & CONTENT Employee Engagement Provide a platform for employees to meet, grow & learn GOALS, EXPECTATIONS & CONTENT Maintaining Content Integrity Trust the community. Have the courage to permit disagreement, and permit the community to self-correct.

29. Build Community From the Ground Up GOALS, EXPECTATIONS & CONTENT Employee Engagement Provide a platform for employees to meet, share & grow Through the community identify natural advocates – those with passion and integrity but not necessarily management rank

30. Build Community From the Ground Up GOALS, EXPECTATIONS & CONTENT Employee Engagement Provide a platform for employees to meet, share & grow Through the community identify natural advocates – those with passion and integrity but not necessarily management rank Provide them with the tools to advocate on your behalf Source: 90-9-1.com Based on the 90-9-1 Principle of social participation, focus on enabling the 1% to publish (within guidelines) and providing the 9% with easy-to-respond participation tools like polls, “like”, ratings, etc.

31. Build Community From the Ground Up GOALS, EXPECTATIONS & CONTENT Employee Engagement Provide a platform for employees to meet, show & grow Through the community identify natural advocates – those with passion and integrity but not necessarily management rank Provide them with the tools to advocate on your behalf Recognize their advocacy and brand loyalty

33. Make People Happy GOALS, EXPECTATIONS & CONTENT Employee Engagement CLIENT HAPPINESS EMPLOYEE HAPPINESS BRAND RESPONSE Reliance & Trust in Performance Strategic Partnership Valued Relationship Professional Development Continued Learning Work Life Balance Delivery Excellence Thought Leadership Corporate Culture