From 0 to 50K Users (2011)

ALCATEL-LUCENT'S PLATFORM
FROM 0 TO 50,000 USERS IN ONE YEAR
Marc Jadoul

ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.

Social media have permanently and
profoundly changed the way we communicate…

… but also the way we work !?

2 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.

In today’s Facebook era, employees know
less about their co-workers than about
‘friends’ they haven’t seen in 10 years.


Today, the average
employee dumps
1 day a week
trying to find people
with the experience
and expertise, plus the
relevant information
to do their job.


E-MAIL AND TRADITIONAL
COLLABORATION TOOLS
AREN’T DOING THE JOB …

“We don’t know what we know…”

“Can’t quickly find information/
people I need to do my job…”

“Can’t easily share my experiences
beyond my team…”

“Can’t stay up-to-date with what’s
going on in the rest of the company…”

“Can’t discover and build
relationships with colleagues
across the company…”


AND THEN MY COMPANY LAUNCHED A NEW PLATFORM


Wait !?
Haven’t we
already got a
few of these?


EMPLOYEES’ EXPECTATIONS AND REQUIREMENTS
1 2
White & ALCATEL-LUCENT A Single
Yellow Pages Workplace

Who I am to manage :
Where I am
What I know
CoP CoI My profile (myself)
My network
Who I know My communities
The communities I All functionalities
belong to ME

I belong to communities ↔ I get visibility

3 4 5 6
Keep Get In Touch
Find & Publish Share & Build
Informed & Communicate
People / Experts/ Groups Subscribe to alerts Comment / rate … Post/share ideas
Content : Documents, Get news Ask questions / Talk (IM) Organize/animate events
Links, webcast, … Consult statistics See each other Create/join Workplace
Projects, experience, … … …
success stories
…
7
In a User-friendly Environment

Source: Alcatel-Lucent “Reconnect people” taskforce, 2009


EXISTING TOOLS' ADEQUACY
EMPLOYEES’ EXPECTATIONS AND REQUIREMENTS
1 = White & Yellow Pages 3 = Find & Publish 5 = Get In Touch & Communicate

2 = Single Workplace 4 = Keep Informed 6 = Share & Build 7 = User-friendliness

1 2 3 4 5 6 7

Experium is a good tool to store documents but a bit complicated to use.
Collaboration is limited to blog and wikis without dedicated workspace.
Furthermore, there is no social networking dimension

MySite and TeamSite are powerful tools but difficult to use because of
the numerous collaboration functionalities they offer. In addition,
developing a social network is not possible since you cannot follow
the activity of your colleagues or create links with them

Joomla! is a collaborative tool centered on wiki quite easy to use.
However, lack of global search engine or independent blogs make
collaboration difficult. There is no social networking aspects and no
document management system.

(proprietary tools) P&P is a social network application based on tagging, easy to use but
incomplete. It is indeed not possible to create group, follow activity in
your network and build relationships. There is no document management /
storage system.

Source: Alcatel-Lucent “Reconnect people” taskforce, 2009


, BASED UPON ’S SBS PLATFORM
A Single
Workplace

White & Share & Build
Yellow Pages

Keep
Informed

Get In Touch
& Communicate
Find & Publish

In a User-friendly Environment


HOW HAS BEEN INTRODUCED
“Breaking down silos.”
“Changing our way of working.”
“Company Facebook.”
“Content driven.”
“User owned.”
“Relevant for YOU.”
“Also non-work-related content.”
“Chaos will rule.”
“Open, till someone says ‘STOP’.”
“NOT yet another intranet portal or IT tool.”
“NOT another document storage system.”
“If you’re not popular on Engage,
you’re not relevant!”


April 6th, 2010: BETA LAUNCH

100 members 0 groups

April 29th, 2010: SOFT LAUNCH

3,000 members 200 groups

June 21th, 2010: OFFICIAL LAUNCH

12,000 members 800 groups

April 6th, 2011: 1ST ANNIVERSARY

52,000 members 3,000 groups


A TYPICAL WEEK IN 2011: BEATING THE 90-9-1 RULE

5.4% contributors

23.5% consumers

71.1% lurkers


“I want this company to be known for one
word, and that is: TRANSFORMATION.”
Ben Verwaayen, CEO

“We saved 450 minutes/week in project status conference calls.”

“Got better answers to questions in 30 minutes vs. hours.”

“I have been working 11 years with this company and because of
Engage, I feel more connected with my colleagues now.”

“I was able to contribute to new and different parts of business.”

“Photography CoI led to a cost-saving idea: reuse employees’ images
in marketing materials instead of paying for professional stock photos.”


LESSON LEARNED:
SOCIAL MEDIA UNLEASH NEW MODELS OF IN-COMPANY
COMMUNICATION AND COLLABORATION
f(2N) wiki

f(N)

f(2N)
intranet


LESSON LEARNED:
THE HOUSE CAN ONLY BE BUILD WHILE LIVING IN IT

connect contribute

collaborate


LESSON LEARNED:
CREATE A WIN-WIN MODEL FOR ALL STAKEHOLDERS

Incentives for participating Obstacles for not participating
• Expressing themselves • Motivating people to engage
• Supporting others • Getting people to come back
• Listening & learning • Finding time to engage
• Sharing knowledge • (Perceived) missing features
• (Perceived) convenience • (Middle) management buy-in
• Recognition and/or (perceived) power
• The culture of the organization


LESSON LEARNED:
THREE PILLARS OF SUCCESSFUL CONTENT
COPs COIs Blogs


LESSON LEARNED:
BREAK DOWN ORGANIZATIONAL STRIPES & PINSTRIPES
Communities of Practice
• Put you in touch with like-minded
colleagues and peers
• Allow you to share your experiences and
learn from others
• Allows you to collaborate and achieve
common outcomes
• Accelerates your learning and provides
the opportunity to innovate
• Validates and builds on existing
knowledge and good practice

CoPs are not about bringing knowledge into the organisation
but about helping to grow (cross-organizational)
knowledge that we can apply in our day-to-day business.


LESSON LEARNED:
STIMULATE CREATION OF “OPEN” GROUPS

Join
my list Join our
community!

Can I join
your group?

PRIVATE/SECRET MEMBERS ONLY OPEN

Increased collaboration, transparency and trust


LESSON LEARNED:
KEEP IT SIMPLE, STUPID

• Design for adoption
• Less is more
• Begin VERY simply
• Allow customization &
personalization


LESSON LEARNED:
STIMULATE AND ENFORCE TAGGING AND PROFILING

I know all about
IPv6 spoofing…

I love watching
pictures…


LESSON LEARNED:
ADOPT A ‘LIGHT GOVERNANCE’ MODEL

• Control “code of conduct”
• Sensorship +
• Hiërarchy self-regulating
• Over-design community
• Tone of voice

LESSON LEARNED:
EXECUTIVE SPONSORSHIP/PARTICIPATION IS KEY


LESSON LEARNED:
NURTURE EARLY ADOPTERS AND ADVOCATES

Promote

Use

Share

Help


LESSON LEARNED:
MEASURE REAL VALUE

“Hard numbers” may be misleading. Instead, anecdotes
about successful (or failed) knowledge reuse, stories of
productive (or unproductive) collaborative projects, and
surveys of employee and customer satisfaction are often
the best indicators of value
Don Cohen, HBR, 2006

Facts & Figures Use cases & Success stories
•Better understand •Identify, recognize, promote
your community & celebrate success
•Tune platform, tools •Replicate best practices and
and processes increase community value


CONCLUSION:
THIS IS ONLY THE BEGINNING …

WHAT’S NEXT?
• Getting from “an exciting new toy”
to a “can’t miss this for my daily
business” tool
• Sharing more knowledge, reaching
more people, finding information
more quicky
• Growing the number of active
contributors and consumers, and
get ting the laggards engaged
• Increase awareness and develop the
Alcatel-Lucent community beyond
the professional context…


DEMO
time

From 0 to 50K Users (2011)

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