Implementing a social intranet in a global organisation
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2013 Melcrum Summit presentation by Robin Moore
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Implementing a social intranet in a global organisation
- 1. ACE INSURANCE Implementing a social intranet in a global organisation By Robin Moore ACE Group Regional Community Manager, Asia Pacific @RobinChatting 10th Annual Melcrum Summit 4 September 2013
- 2. 2 ACE INSURANCE Agenda ACE and me Social intranet trends and benefits ACE Global Village Activating an employee community Measuring adoption and impact Collaboration Girl
- 3. 3 ACE INSURANCE About the ACE Group The world’s sixth-largest multiline property and casualty insurer, based on market capitalization of USD$30.4 billion (as at 30 July 2013) ACE Limited, the parent company of the ACE Group, is listed on the New York Stock Exchange and is a component of the S&P 500 index. Operations in 53 countries Close to 20,000 employees
- 4. 4 ACE INSURANCE My communications career 4 years with ACE Group as Corporate Communications Manager, Australia & New Zealand 15 months as Community Manager 14 years in communications Background in journalism Social business training session in Thailand
- 5. 5 ACE INSURANCE SOCIAL INTRANET TRENDS AND BENEFITS
- 6. 6 ACE INSURANCE Social networking for business “A new class of company is emerging – one that uses collaborative Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organization's reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise.” Social technologies are now widely being used by companies across all industries
- 7. 7 ACE INSURANCE Workplace social networking is helping deliver more collaborative work environments 39% increase in employee connectedness 30% higher employee satisfaction 34% less time to find information and experts Survey based on 500 executives from 350 companies Benefits from getting social
- 8. 8 ACE INSURANCE McKinsey reports on benefits of social intranets "Improved communication and collaboration through social technologies could raise the productivity of interaction workers by 20 to 25 per cent.” Source: McKinsey Global Institute analysis; International Data Corporation (IDC).
- 9. 9 ACE INSURANCE Social intranet to become primary channel for noticing, deciding or acting on work information Source: Gartner report Predicts 2013: Social and Collaboration Go Deeper and Wider. Gartner predicts growth in social "By 2016, 50% of large organizations will have internal Facebook-like social networks 30% of these will be considered as essential as email/telephones are today.”
- 10. 10 ACE INSURANCE SOCIAL ASPIRATIONS
- 11. 11 ACE INSURANCE ACE Global Village aspirations Make work more satisfying and productive Offer easy access to information and resources Facilitate collaboration, ideas and problem solving Enable employees to feel more engaged and connected
- 12. 12 ACE INSURANCE 18 month adoption curve Becoming social requires behavioural change The organisation’s culture evolves and adapts Greater success in transparent organisations Average adoption: 18 months New ways of working Months: 18141062
- 13. 13 ACE INSURANCE ABOUT ACE GLOBAL VILLAGE A glimpse into the ACE social intranet
- 14. 14 ACE INSURANCE About ACE Global Village Replaced old intranet with a Jive powered social intranet Designed for employee connectivity and communication Featuring: Traditional intranet content A collaborative social platform Focusing on: Employee engagement Productivity, knowledge sharing and innovation
- 15. 15 ACE INSURANCE Fast search – rapidly find what you need Social networking – the best elements of Linkedin, Twitter, Facebook and YouTube Google translation tool A social network for employees
- 16. 16 ACE INSURANCE Find information fast Join groups and collaborate Gather feedback Generate ideas and vote Find experts Ask questions and get answers Reuse templates and other assets Discuss topics Keep up on issues Speed new hire integration Create content Activities on the social intranet
- 17. 17 ACE INSURANCE Fast search Activity stream: content chosen by you Create your own content Training, tips and user support
- 18. 18 ACE INSURANCE Profile pictures Avatar picture Bio details and expertise
- 19. 19 ACE INSURANCE Browse places to find groups to join Groups can be helpful for teams, cross-functional projects or any collaborative activity.
- 20. 20 ACE INSURANCE Conversations between multiple people in group Option to mark an answer as ‘helpful’ or ‘correct’ Option to easily ‘Like’ someone’s answer or reply
- 21. 21 ACE INSURANCE PROMOTING ADOPTION
- 22. 22 ACE INSURANCE Encouraging employees Training sessions Town Halls Posters Photobooths Cartoons Newsletters Email blasts Advocates Online help Leading by example
- 23. 23 ACE INSURANCE Competitions proved popular System naming competition Best profile: • job description • extra profile photo Easter egg hunt to illustrate search Snap the train Entry to the ‘Snap the Train’ competition
- 24. 24 ACE INSURANCE Gamification motivation Earn points by participating Gain status levels via long-term use Points and status levels prominent in profiles and activity streams
- 25. 25 ACE INSURANCE A global conversation about refreshing the ACE brand More than 5000 employees visited with half participating Ideas Photos Discussions Value Using the tool: The Brand Jam
- 26. 26 ACE INSURANCE METRICS AND MEASUREMENT
- 27. 27 ACE INSURANCE Dashboard and data downloads available via Jive Community Manager Reports Eg. 70,000 content items in the Village Community Manager Reports
- 28. 28 ACE INSURANCE Reports by region & country Reports generated with SAP Business Intelligence OnDemand Tool
- 29. 29 ACE INSURANCE New dashboard unlocking the data
- 30. 30 ACE INSURANCE Analytics enabling clear insights xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx xxx
- 31. 31 ACE INSURANCE Key metrics to follow % of employees using the social intranet Profile completion Activity levels % of employees active, contributing and participating Growth of content Questions and answers
- 32. 32 ACE INSURANCE Active, participating or contributing 90-9-1 rule % of employees: • readers • participants • contributors Monthly comparisons Country comparisons
- 33. 33 ACE INSURANCE Measuring impact and value Surveys Focus groups Business wins Anecdotes Noteworthy content Examples of time saved, expenses saved or income earned
- 34. 34 ACE INSURANCE Social intranet strengths Locating an expert Putting a face to a name Locating a template or resource Reaching a decision with multiple people Innovating or getting feedback on an idea Getting an answer when you are not sure who to ask Examples where ACE Global Village outperforms
- 35. 35 ACE INSURANCE Ways employees described AGV “Our space to connect, communicate and collaborate.” “A world of colleagues integrated as one.” “Connects employees across borders, functions and levels with engaging social tools, enabling cooperation, information flow and results.”
- 36. ACE INSURANCE Implementing a social intranet in a global organisation By Robin Moore ACE Group Regional Community Manager, Asia Pacific @RobinChatting 10th Annual Melcrum Summit 4 September 2013