Philippe Borremans_Intralife2010

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Philippe Borremans_Intralife2010

  1. 1. Sosiale medier på intranett... Hva fungerer? A focus on social media & internal communications Intralife 2010 vrijdag 28 mei 2010
  2. 2. Agenda The changing business landscape. Social Media for the enterprise, a hype ? Tools & concepts Business Cases Calculating Return On Investment Project steps to ensure success. Final thoughts. vrijdag 28 mei 2010
  3. 3. The changing business environment Drive change in the organization Use a wide range of communications tools & styles Understand customer through collaboration & information sharing Source: ibm.com/ceostudy vrijdag 28 mei 2010
  4. 4. The changing business landscape vrijdag 28 mei 2010
  5. 5. The changing business environment Getting closer to the customer: 88% People Skills: 81% Insight & Intelligence: 76% Source: ibm.com/ceostudy vrijdag 28 mei 2010
  6. 6. Social Media for the enterprise, a hype ? vrijdag 28 mei 2010
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  8. 8. Fortune 500 Research • Corporate blog use is steadily increasing, especially among the lower-ranked group of Fortune 500 corporations. • All higher-ranked corporations have a Twitter account, as well as almost all other companies in the lower positions of the Fortune 500 list • 86% of the 108 corporate blogs examined are linked to a Twitter account • All 173 corporate Twitter accounts analyzed were active with replies and retweets in the past 30 days, showing a persistent interaction with other users. • Podcasting and videos gained momentum among Fortune 500 companies. Research by Nora Ganim Barnes, Ph.D., Eric Mattson CEO, Financial Insite - http://www.umassd.edu/cmr/studiesresearch/2009f500.cfm vrijdag 28 mei 2010
  9. 9. Research Internal Use of Social Media - Benefits: Improved communication, collaboration: 91% Locating experts within the company: 81% Improving knowledge management: 78% Collaboration & Social Media Report - Gilbane Group, June 2008. vrijdag 28 mei 2010
  10. 10. By 2014, social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20 percent of business users. By 2012, over 50 percent of enterprises will use activity streams that include microblogging, but stand-alone enterprise microblogging will have less than 5 percent penetration. Analyst Predictions Through 2012, over 70 percent of IT-dominated social media initiatives will fail. Through 2015, only 25 percent of enterprises will routinely utilize social network analysis to improve performance and productivity. Source: Gartner, February 2, 2010: http://www.gartner.com/it/page.jsp?id=1293114 vrijdag 28 mei 2010
  11. 11. Tools & Concepts vrijdag 28 mei 2010
  12. 12. It is NOT about the tools ! vrijdag 28 mei 2010
  13. 13. It is NOT about Generation Y: familiar with digital technologies but more about Generation C: for Communicate, Collaborate and Create. vrijdag 28 mei 2010
  14. 14. Tools & Concepts X A Y Y = conversation A = company B B = market X = membrane vrijdag 28 mei 2010
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  24. 24. Dresdner Kleinwort Wasserstein (DrKW) is an investment bank headquartered in London and Frankfurt. With 6,000 employees, it has offices inNew York, Paris, Luxembourg, Tokyo, Singapore and Hong Kong. RESULTS Accelerate project cycle times by 25% Reduce email overload by up to 75% Cut search costs by 50% vrijdag 28 mei 2010
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  26. 26. Example - Sabre Network Challenge 2007: • Objective: Sabre goes international • Support employees during organizational change Loss of “people connections” • Transparent & immediate feedback on change comms. Virtual not connected teams felt left out • Activate community as a support group Attrition • Retain the best talent vrijdag 28 mei 2010
  27. 27. Example - Sabre Network Social Media Usage: Results • Online social network 60% of employee questions are • Enterprise level Q&A answered within 1 hour • Detailed user profiles Increased internal social & business networks • Blogs Creation of an internal • Employee community which functions commenting as a change support group vrijdag 28 mei 2010
  28. 28. Where’s the ROI ? How to calculate ? vrijdag 28 mei 2010
  29. 29. 1 Create the Plan Business Goals Internal Communications Goals Collaboration Goals Intranet Objectives Project vrijdag 28 mei 2010
  30. 30. 2 Benchmark/Survey How much time is lost searching for info ? How much time is lost searching for people ? Internal telephone costs ? Time “lost” managing email ? Efficiency of co-creating documents ? Efficiency of sharing information ? Response time to internal customer query ? vrijdag 28 mei 2010
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  32. 32. Skills Experts People Knowledge vrijdag 28 mei 2010
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  34. 34. Activities Tags System Recommendations vrijdag 28 mei 2010
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  36. 36. Social Bookmarking Sharing Knowledge vrijdag 28 mei 2010
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  38. 38. Expertise Tags Activities Bookmarks vrijdag 28 mei 2010
  39. 39. Expertise Corporate Activities Tags Generated Content Bookmarks vrijdag 28 mei 2010
  40. 40. Expertise Corporate Activities Tags Employee Generated Generated Content Bookmarks Content vrijdag 28 mei 2010
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  42. 42. Take away... Increase non-hierarchical & transparent communications in order to facilitate feedback Stimulate immediate gratification of Q&A and finding correct information by social networking Create an always on “virtual finger on the pulse” through employee networks Support transparent feedback on change communications in order to adapt where needed vrijdag 28 mei 2010
  43. 43. Planning - high level Pilot Full Vision (Soft Launch) Roll Out Value realization & benefit tracking Stakeholder Engagement & Communications Management Change Organization Design & Governance Training - Information Sessions Culture Change vrijdag 28 mei 2010
  44. 44. Roles of IT, Comms & Education Ongoing IT Support vrijdag 28 mei 2010
  45. 45. Roles of IT, Comms & Education Choice of platform Project Plan Communications Communications IT Test Test Group Champion Promo Company wide roll out Compatibility Quick Start Education Plan Education Plan IT Ongoing IT Support Comms Internal Communications Education Change vrijdag 28 mei 2010
  46. 46. Pilot Phase Detail Pilot Phase 1. Plan 2. Analyze 3. Implement 4. Assess Secure Executive Sponsorship Conduct social network analysis Seed critical applications Post Pilot analysis Present to pilot candidates Refine initiative Implement communications plan Identify lessons learned Identify champions, connectors, Work with champions, (training/ Identify final candidate groups Evaluate pilot brokers coaching) Identify additional groups of early Define specific use cases Develop custom training resource Measure & adjust as necessary adopters Define training strategy Identify & plan critical applications Mentor Develop action plans for add. groups Develop measurement framework for Plan full roll out to organization Pilot Define physical architecture Develop requirements definition Install & configure software for pilot Technical support during pilot period Operational Model Define pilot deployment planning Install & configure LC components Planning workshop for requirements Directory integration Install LDAP assembly Business objectives & priorities Define UI branding Test & verify Define security requirements Knowledge transfer for admin & operational procedures Define support model vrijdag 28 mei 2010
  47. 47. Lessons Learned Be ready... Web 2.0/Social Media integration change a company, make sure your corporate culture is ready. Bottom up roll out - enforcing the use of social media is a contradiction. Start small, grow slow. What’s in it for the employee ? vrijdag 28 mei 2010
  48. 48. Lessons Learned Be ready Link social media to business objectives and business functions. Create rules, to protect the company AND the employees. Executive support and IT support is needed. Explain, train and explain again... vrijdag 28 mei 2010
  49. 49. Final thoughts vrijdag 28 mei 2010
  50. 50. Final thoughts Social Media Tools can support change through their Interactive, transparent, immediate and collaborative nature. Implementation can be quick, low cost and focused on fast return of investment. Social Media integrate, enhance and support existing communications platforms, they do not replace them vrijdag 28 mei 2010
  51. 51. Thank You Don’t hesitate: philippe.borremans@gmail.com @horationelson http://www.conversationblog.com vrijdag 28 mei 2010
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