Stuart McRae / IBM Have you noticed that the world is starting to talk about employee engagement more than collaboration? This comes from a shift of focus from IT to Line of Business, as what business leaders want to hear about is the impact of collaboration: the new insights it brings about their customers; the way it makes organisations more agile; the alignment it enables between organisational goals and employee activities; and the way it speeds up decision making. This session looks at how modern collaboration and social intranets enable employee engagement, and so can deliver the differentiated benefits that businesses need to compete in the digital world.

1. Stuart McRae | Executive Social Business Evangelist
@smcrae www.smcrae.com stuart.mcrae@uk.ibm.com
From collaboration
to engagement
the future of
work
#ICONUK #NewWayToWork

2. 2
“I believe the real
difference between
success and failure in a
corporation can very often
be traced to the question
of how well the
organization brings out the
great energies and talents
of its people. ”
Thomas Watson, Jr.
Former CEO of IBM

3. Social Business Patterns are being revealed as
Employee Engagement Journeys
White paper: http://bit.ly/ibmsb2015
Reflecting and assisting the transition to a new way to work

4. Rethink HR strategy & systems designed for a different era
Job
families
& skills
evolve
1. Recruitment is Marketing
• The war for talent
• A focus on employee fit
• Recruiters are brand
ambassadors
2. Employee Experience is Key
• Continuous Listening
• Crowdsourcing Insight
• Empowered Employees
3. Developing a
Learning Workforce
• Digital Skills
• Continuous Learning
• Your mobile is your classroom
4. Future Workforce
Planning
• Continuous Assessment
• Employee ROI
• Predicting Regrettable Attrition

5. Employee engagement is key to this HR transformation
Job
families
& skills
evolve
1. Recruitment is Marketing
• Engage on Social Media
to filter candidates
• Engage before hiring
to assess applicants
• Engage with peers
for rapid onboarding
2. Employee Experience is Key
• Engaged employees
improve business results
• Engaged employees
provide insight to leadership
• Engaged employees
align around corporate goals
3. Developing a
Learning Workforce
• Engage the way you do at home
• Engage with colleagues
to learn on the job
• Engage anytime, anywhere
on any device
4. Future Workforce
Planning
• Engage managers with their staff
for continuous assessment
• Engage analytics to understand
employee performance
• Engage to predict attrition

6. Bringing a bit of the real world into the office

7. The real world (beyond the office)

8. The real world (beyond the office)
These are not communication platforms
… they are not collaboration platforms
… they are engagement platforms
… they are about provoking comments,
sharing, liking, interacting
… they bring about conversations
- online, audio/video or face to face

9. Which isn’t what email ends up doing!

10. blogs
updates databases
activities
forums
bookmarkstags
comments
emails
communities
spreadsheets
presentations
documents
likes
web pages
wikisdevices
discussions
knowledge
status
For employees, that’s have conversations around knowledge

11. Engage before hiring

12. Engage after hiring

13. Continue engaging employees, which helps to retain them

14. Engage with leadership as well as peers and teams

15. Employee engagement in action
http://bit.ly/UberSocialIBM
http://bit.ly/BIuberIBM

16. Someone asks
question on a
leaders wall for his
sales rep
Experts shares their
knowledge &
Provides answers
Sales Rep impressed
with knowledge
Engage two
different experts
based on question
via @mentions
Use Business
card to learn
about expert
Engaged employees working together to get the job done

17. Working Out Loud

18. “66% of employees use the
platform on a regular basis”
Ironically, people are talking again
They find experts faster and more
efficiently
Employees share a lot more information:
“It’s Culture Changing”
One place where knowledge and people
can connect
The Power of the crowd
Executives are more accessible
http://onforb.es/LaLDj5
Bayer drives culture change to achieve business value

19. Source: IBM Technical White Paper “Beyond Engagement” 2014
Employee engagement drives business results
http://bit.ly/IBMBeyondEngagement

20. Communicating the importance
of safety practices
Leveraging video assets to
speed responses
Encouraging geographically
dispersed employees to share
content
Reducing workplace injuries
Applying Engagement to Workplace Safety

21. A new way to learn: training on the job

22. A rich spectrum is needed: from training to just in time education
… from structured courses to on the job coaching by experts
… to learning from your peers

23. Using engagement to delivering better employee surveys
Improve Execution
Improve collaboration
within the project team
Improve
Effectiveness
By engaging more
across the business
Improve Participation
Excite and engage staff
throughout the process
Improve Results
Don't just identify issues,
address them better
Execute
Survey

34. This is a repeatable pattern
e.g. crowdsourcing innovation
Improve Execution
More effective collaboration in
teams & across organisations
Improve Outcomes
Show staff they had an impact
& motivate them for change
Improve Participation
Excite and inform staff
throughout the process
Improve Results
Don't just identify issues,
engage staff to address them
Innovation Jam
Collect ideas, engage staff
to discuss them and vote

35. Employee Engagement
supporting a “Customer Service” Culture
DELIVER
LEGENDARY
CUSTOMER
EXPERIENCES
“weaving social
into everything we
do and how we do
it,”
“PROUD TO BE A
TDer”
“distinguish us from
the other financial
institutions”
*
*
*
Wendy Arnott, Vice President of
Social Media & Digital Communications
TD Bank “WOW” Moments

36. Customer Engagement
Wendy Arnott,
Vice President of Social
Media & Digital
Communications
http://bit.ly/TDBthankyou

37. Present Interacting Engaged
@MyCorp
@MyCorpSupport
@MyCorpFeedback
@MyCorpJobs
@MyCorpCEO
Like our Facebook Page
& win an Apple Watch
Pin this product
See our job vacancies
on LinkedIn
@JoeBloggs-MyCorp
@JaneDoe
@MyCorpGuru
Monitor, observe, learn,
share, help, crowdsource,
ask, discuss, research,
understand, influence, lead
Social
Media Guidelines
Employee led
Social Governance Council
Social Support
Forums
Business ledBrand led
Social Engagement Maturity
Conversations
Call centre displacement
Sentiment analytics & insights
Market segmentation
Understand the customer
Competitive analysis
Provide expertise
Customer communities
Product feedback
Offering improvement

38. Let’s talk about digital transformation

39. You don’t need a digital workplace,
you need a workplace for the digital age
… and the digital workplace

40. Let’s talk digital workplaces
“a digital workplace is
a collection of digital systems
that employees use to get work done”

41. Digital workplaces
should encourage
employee engagement
with each other
with leadership
with partners
with customers

42. Digital workplaces are key
because they are where
digital transformation
meets
people

43. Because digital transformation
requires a
#NewWayToWork
…to enable and encourage
new behaviour,
culture and processes
… which is essential for
digital transformation success

44. But the digital workplace
must be designed
to encourage
employee engagement
if it is to enable successful
digital transformation

45. Design is not just what it
looks like & feels like.
Design is how it
works.
- Steve Jobs

46. So don’t just think in terms of
the tools you give employees

47. Design employee journeys around
what you want your employees to do

48. A unifying approach to enhancing employee engagement and productivity
Designing Employee Experience
http://bit.ly/IBMDEE

49. Designing the workplace

50. Culture
Social
engage
employees
in conversations
with customers
collaborate with
partners to
serve
customers
better
encourage
employees
to collaborate
not to compete
with each other
Internal External
open up
access to
knowledge &
expertise to
partners
engage
customers via
social networks
web, mobile,
voice &
video
provide an
open, simple,
integrated,
collaborative
workplace
This sort of engagement requires new employee behaviours

51. Culture
Technology
Social
Engagement
engage
employees
in conversations
with customers
collaborate with
partners to
serve
customers
better
encourage
employees
to collaborate
not to compete
with each other
Internal External
open up
access to
knowledge &
expertise to
partners
engage
customers via
social networks
web, mobile,
voice &
video
provide an
open, simple,
integrated,
collaborative
workplace
Which need to be encouraged by their collaboration tools

52. Real Story Group Digital Workplace Reference Models
PurposeImplementation
Employee CentredEnterprise Architecture

53. An Employee Centric Model is key
“Better adoption is a by-product of
shaping systems explicitly to
address employee needs and usability
- not just addressing enterprise requirements”
… and adoption is required
to drive change

54. IBM’s internal digital workplace

55. The Future of HR
Generate
Value
Activate
Potential
Evaluate
Talent
Anticipate
Opportunity
Cognitive
HR
Actively listening to
employees to gain insight
into operational issues and
risks through direct and
indirect channels
generating even greater
value from the workforce
Prepare employees to
succeed and activate their
potential by using systems
of engagement, informed by
insight, to deliver just in time
training, coaching, mentoring
and access to expertise
Engaging with the
workforce offers additional
insight into their performance,
expertise and potential and
makes evaluating talent an
‘every day’ activity
Go beyond reactive
resourcing or planning, to
proactively engage with
talent and use systems of
insight to anticipate
opportunities and needs

56. #NewWayToSell2016
From collaboration to engagement: the future of work
Stuart McRae | Executive Social Business Evangelist
@smcrae www.smcrae.com stuart.mcrae@uk.ibm.com
Thank you.