This document summarizes a presentation about Alcatel-Lucent's transition to a social intranet called Engage. The summary is: Alcatel-Lucent transitioned from traditional top-down communications to a more open, participatory approach using Engage, a social intranet platform. Engage now has over 54,000 users collaborating in 3,300 groups. While this empowered employees, it also introduced challenges around governance, transparency, and information overload that required addressing new risks and opportunities. The CEO and management have supported Engage, seeing it make collaboration and sharing ideas easier across the company.

1. CONNECT-COLLABORATE-CONTRIBUTE:
HOW TO SWITCH TO A SOCIAL INTRANET
Jerome Colombe
May 28, 2011 – Advanced Intranet and Portal Conference 2011 – Amsterdam (Netherlands)

2. AGENDA
THE ALU 2.0 JOURNEY
RE-THINK COMMUNICATIONS
CROWDSOURSING RE-INVENTED?
© – Tom Purves
2
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

3. ALCATEL-LUCENT
REALIZING THE POTENTIAL OF A CONNECTED WORLD
“ Broadband everywhere is speeding up life and
business. It takes no time to go from having a
new idea, to touching people’s lives. We must
“
innovate – and help our customers innovate – at
the speed of ideas.
” Ben Verwaayen
Chief Executive Officer
• Headquarters: Paris, France • R&D Budget: €2.5 billion
FAST
• Annual Revenues: approx. €16 billion • Active Patents Held: 27,900
FACTS
• Employees: 77,000 + • Patents Awarded in 2010: 2,400
• 130 countries • Nobel Prizes Won: 7

4. THE ALU 2.0 JOURNEY
COMMUNICATIONS ENABLEMENT INTRANET

5. CONTEXT OF OUR TRANSFORMATION
NEW COMMON OBJECTIVES
Transparency, openness, trust and responsibility
Collaboration and individual excellence
Sharing and best practices vs silos and duplication
Relevance and keep the goal

6. THE ALCATEL-LUCENT 2.0 JOURNEY
Ask@Ben : Direct relation with the CEO with no filter (private)
Comments and rating on Intranet (no filter, no moderation) + Sharepoint 07
External social media presence (Blog, Twitter, Youtube) *
Launch Engage (Jive)
Connect.Collaborate.Contribute
2008 2009 2010
Blog
Forum Beta unified platform (Jive)
Wiki
Sharepoint
Internal Youtube, Livebloging, Livechat and Cafés Wiki
Benchmark and analysis internal 2.0 strategy
Microbloging (Yammer) : Silos breaking, expert relevance, spontaneous support

7. INTRANET ECOSYSTEM
USAGE
24m
VISITS
20m
HOME PAGE VIEWS
144
COUNTRIES (from)
2000
VIDEOS
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

8. OUR SOCIAL NETWORK PLATFORM (today)
54000 PROFILES
3300 GROUPS

9. ENGAGE TODAY (1 YEAR OLD BABY)
USAGE
54k
USERS
23%
ACTIVE
6%
CONTRIBUTORS
3300
GROUPS/COMMUNITIES

10. RE-THINK COMMUNICATIONS
ADAPT OR DIE

11. (R)EVOLUTIONS IN LESS OF 2 YEARS
ONTO MANAGEMENT & EMPLOYEES
FROM … … TO
CENTRALIZED DECENTRALIZED
TOP-DOWN PARTICIPATION
SIDE CONTROLS ENCOURAGEMENT
MODERATION OPENING
PROTECTION TRANSPARENCY

12. BEST PRACTICES
THE SIDE OF LIGHT
RESTRUCTURING
THE INTERNAL COMMUNICATIONS
- Review of the relevance of internal channels
- Mainstreaming discussion and collaboration
COMMITMENT
IMPACTS TO CONVINCE AND HELP COLLEAGUES
& - Organization of “Cafés Engage” in several countries
USAGES - Birth of initiatives directly and only within “Engage”
- Get help managed by advocates and users
EMERGENCE
OF CROWDSOURCING PRINCIPLES
- Confirmation of existence and importance of experts
- Use of expertise to start or amend documentation
- Managers encourage to participate and get new ideas

13. RISKS AND PITFALS
THE DARK SIDE
COPYCAT
FORMER HABITS
- Temptation to recreate / clone / migrate Intranet
- Return of new silos (via group vs community)
- Official versus UGC for communications
BYPASS
ORGANISATION DECISIONS TACTIC
- Challenge all decisions made before &
- Need of full transparency even on “sensible” topics CHANGES
- Express and questions on re-organizations
QUESTIONNING
IMPACTS FOR SOCIAL NETWORKING
- Place of anonymous in the debate (representativeness)
- Overload of information (expressing of feeling)
- Outdated and unconcluded threads

14. NEW OPPORTUNITIES
THE POWER OF THE CONTENT (finally!) FOR
COMMUNICATIONS | Perspectives
• Integrate individual communications within the global one
• Re-focus the importance of tagging and opting-in for individuals
• Reduce the noise and bet on serendipity to spread up information
• Community manager as new communication manager
ORGANIZATIONS | Initiatives
• Faster consideration of reality of the field
• Influence of community in decision making
• Review of Marketing-Communications “deliverables”
• Advocates and Experts in front to help and support
INNOVATIONS | Speed of ideas
• “Fly our own jet” strategy
• Integrate external collaboration within internal
• Immediate success stories sharing
• Integrate “Engage” within Bell Labs initiatives

15. CROWDSOURCING RE-INVENTED?
THE EXAMPLE COMES FROM ABOVE (and below)

16. CONNECT-COLLABORATE-CONTRIBUTE
IT’S NOT JUST A TITLE!
“Listening to the people of ALU is a good thing, acting upon it even better. So,
MANAGEMENT thank you for all the reactions. I am liking Engage more and more, it is becoming
SUPPORT productive.”
Ben Verwaayen, CEO Alcatel-Lucent | One blog post per week

17. PROGRESSIVE & PRAGMATIC USAGES
SOME EXAMPLES
PASSION GET HELP
PHOTOGRAPHY EMPLOYEE TO EMPLOYEE
UNIVERSAL TOPIC SUPPORT
• Theme of the month • CM|Advocates|Users on duty
• Tips & Ideas • Café Engage
• Amélie Poulain @ ALU! • Guidebook
• Engage: the platform life
ENGAGE INSIDE SUCCESS STORIES
FOOJ WITH ENGAGE PRODUCTIVITY | IDEAS
DEVELOP WITH ENGAGE ENGAGEMENT
• No governance • Email usage re-visited
• Data visualization • Think Out Loud
• Bell labs & R&D integration • Tagging and search
• Unique Communications • Social Media Ninja
channel (e.g. Earnings Q&A) • Sales & Marketing

18. INTERNAL SURVEY AFTER 1 YEAR
WHAT THINK OUR COLLEAGUES?
71%
EASIER
55%
EASIER
60%
EASIER
CONNECT | Easier to be more aware of other ALU areas
COLLABORATE | Easier to find information and expertise
CONTRIBUTE | Easier to reach, ask, share, advertise …

19. What is our
next step?

20. THE DIGITAL WORKPLACE STRATEGY
OUR NEW INTRANET? (by Jane McConnell*)
* More information: www.netjmc.com | DW Trends: www.digital-workplace-trends.com

21. COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

22. Connect?
@sYsIphe
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

23. ANNEXES
SCREENSHOTS (Backup)
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

24. COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.