Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Toby Ward, Prescient Digital Media New Dimensions in the Era of Web 2.0 (Intranet 2.0)‏

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Agenda Defining 2.0 Hype or Reality? Evidence Case Study Examples Importance of Planning Recommendations

Defining 2.0

Hype or Reality? Evidence

Case Study Examples

Importance of Planning

Recommendations

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution + Toby Ward CEO, Chief Blogger, Prescient Digital Media Internet & intranet management consultants We build highly effective websites & intranets Clients include:

CEO, Chief Blogger, Prescient Digital Media

Internet & intranet management consultants

We build highly effective websites & intranets

Clients include:

Think about… Becoming an employer of choice Staying an employer of choice

Becoming an employer of choice

Staying an employer of choice

Employee benefits: 2-way street “ The solution to the employee benefits's problem lies in a knowledge-centric business model that allows both service providers and employees to meet halfway.” - Ravi Kalakota, Marcia Robinson, e-Business 2.0

“ The solution to the employee benefits's problem lies in a knowledge-centric business model that allows both service providers and employees to meet halfway.”

- Ravi Kalakota, Marcia Robinson, e-Business 2.0

Typical Communications Environment Communications inconsistently delivered and/or seen as not relevant Senior management not communicating clear strategic vision Line managers have strong team relationships, but unclear what – or how – to communicate Increasingly global, matrixed teams require communications support

Communications inconsistently delivered and/or seen as not relevant

Senior management not communicating clear strategic vision

Line managers have strong team relationships, but unclear what – or how – to communicate

Increasingly global, matrixed teams require communications support

Communications Impact Lack of shared vision & ways to “ connect the dots“ hinders companies’ ability to compete

IBM invests in the intranet

Proving intranet value: IBM 80% IBM employees visit w3 at least once per day Productivity savings estimate of $80.6 million 68% view the intranet as crucial to their jobs Employee retention: 52% are more satisfied to be an IBM employee because of information obtained on w3

80% IBM employees visit w3 at least once per day

Productivity savings estimate of $80.6 million

68% view the intranet as crucial to their jobs

Employee retention: 52% are more satisfied to be an IBM employee because of information obtained on w3

Intranet or Frankenstein’s Monster? Bolted together from various sources It lacks a brain and has taken on a life of its own People run screaming when told to use it People run screaming when told to use it It frightens its creator

Bolted together from various sources

It lacks a brain and has taken on a life of its own

People run screaming when told to use it

People run screaming when told to use it

It frightens its creator

What / How Employees Want To …. Line managers are preferred 1 st source of information “ Informal sources” (colleagues, rumor) on par with meetings, e-mail and intranet Corporate magazines & senior management next Source: Ipsos Reid Understand/support organization's goals Know how role contributes to company achieving its Have fulfilling role Feel included in the organization Motivated to do my best Proud to be part of the organization Source: Ipsos Reid Company goals Company financials Company news Products and services Competition Industry trends & news Employee recognition, rewards & benefits How to help company reach its goal s Source: Hewitt RECEIVE ENGAGE KNOW

Understand/support organization's goals

Know how role contributes to company achieving its

Have fulfilling role

Feel included in the organization

Motivated to do my best

Proud to be part of the organization

Source: Ipsos Reid

The water cooler 'grows' 2.0 brings structure to “informal sources” Expands the water cooler to expose others across traditional boundaries Brings order & a means for 'finding' sources & experts based on context (content)‏

2.0 brings structure to “informal sources”

Expands the water cooler to expose others across traditional boundaries

Brings order & a means for 'finding' sources & experts based on context (content)‏

Finding information 30% of information workers’ time is spent finding information At a cost of $18K each year per employee in lost productivity Collectively, the time spent looking for info translates to an estimated 5.4 billion lost hours per year (US corporations)‏ Source: Center for Media Research

30% of information workers’ time is spent finding information

At a cost of $18K each year per employee in lost productivity

Collectively, the time spent looking for info translates to an estimated 5.4 billion lost hours per year (US corporations)‏

Source: Center for Media Research

Untapped Expertise 67% believe there are colleagues who can help them do their job better 39% say they have difficulty locating the right people Only 25% frequently go outside their department to seek or share knowledge 38% don’t get asked for their help & information Source: Harris Interactive and Tact Knowledge Systems

67% believe there are colleagues who can help them do their job better

39% say they have difficulty locating the right people

Only 25% frequently go outside their department to seek or share knowledge

38% don’t get asked for their help & information

Source: Harris Interactive and Tact Knowledge Systems

Web 2.0 (thanks to Shel Holtz)‏ Conversation-enabled publishing platforms Blogs, podcasts, Technorati Social networks Facebook, LinkedIn, MySpace Social bookmarking Delic.io.us, Digg, StumbleUpon Democratized content networks Wikipedia, Yahoo! Groups, MyStarbucksIdea Presence networks (micro-blogging)‏ Twitter, YouAre Content sharing sites YouTube, Flickr, ePinions.com Virtual networking platforms Second Life, There.com

Conversation-enabled publishing platforms

Blogs, podcasts, Technorati

Social networks

Facebook, LinkedIn, MySpace

Social bookmarking

Delic.io.us, Digg, StumbleUpon

Democratized content networks

Wikipedia, Yahoo! Groups, MyStarbucksIdea

Presence networks (micro-blogging)‏

Twitter, YouAre

Content sharing sites

YouTube, Flickr, ePinions.com

Virtual networking platforms

Second Life, There.com

Intranet 1.0 -> Intranet 2.0 Corporate news -> Submit news Executives speech -> Executive blog Taxonomy -> Folksonomy Quick poll -> Discussion forums Annual broadcast -> Regular podcast CMS -> Wikis Directories (A-Z) -> Tagging Sticky content -> RSS

Corporate news -> Submit news

Executives speech -> Executive blog

Taxonomy -> Folksonomy

Quick poll -> Discussion forums

Annual broadcast -> Regular podcast

CMS -> Wikis

Directories (A-Z) -> Tagging

Sticky content -> RSS

Engagement Employee engagement delivers Improved morale Higher collaboration Organization loyalty Faith in management Improved productivity Higher recruitment & retetion

Employee engagement delivers

Improved morale

Higher collaboration

Organization loyalty

Faith in management

Improved productivity

Higher recruitment & retetion

Intranet 2.0 Promise 52% of organizations using Web 2.0 achieved Best-in-Class performance (5% didn’t) (Aberdeen Group)‏ Companies using Web 2.0 tools achieved 18% increase in engagement (Aberdeen Group)‏ Sabre has already attributed $500k in savings to their employee social networking tool (Sabre)‏ Cisco attributes $millions in savings to their wikis (Cisco)‏

52% of organizations using Web 2.0 achieved Best-in-Class performance (5% didn’t) (Aberdeen Group)‏

Companies using Web 2.0 tools achieved 18% increase in engagement (Aberdeen Group)‏

Sabre has already attributed $500k in savings to their employee social networking tool (Sabre)‏

Cisco attributes $millions in savings to their wikis (Cisco)‏

Intranet 2.0 Tools

Wiki use (47%)‏ Enterprise deployment 17% Limited use 30% Not yet… have plans 16% Not yet… considering 28% No plans 10%

Forrester Enterprise 2.0 TechRadar

Barriers Executive support

Best Buy: BlueShirtNation (BSN)‏ Encouraged employees to participate in a video contest that promoted their 401k plans BSN helped increase the number of employees signing up for 401(k) accounts by 30% Also increased employee retention Reports 1/10 th increase in employee engagement will increase single store sales $100k

Encouraged employees to participate in a video contest that promoted their 401k plans

BSN helped increase the number of employees signing up for 401(k) accounts by 30%

Also increased employee retention

Reports 1/10 th increase in employee engagement will increase single store sales $100k

Wiki-based intranet: Placemaking

BT: 800,000+ wiki pages

Rapid adoption 65% of employees join in first three months More than 90% participation rate after 1 yr Frequent use 60% of questions answered within 1 hr of posting Each question posted receives an avg of 9 answers Faster speed-to-market People find information faster New-hires ramp up faster Growing cost savings US$500,000 hard cost savings in yr 1 Social Networking Results

Rapid adoption

65% of employees join in first three months

More than 90% participation rate after 1 yr

Frequent use

60% of questions answered within 1 hr of posting

Each question posted receives an avg of 9 answers

Faster speed-to-market

People find information faster

New-hires ramp up faster

Growing cost savings

US$500,000 hard cost savings in yr 1

Perspective 1/3 of IT projects exceed budgets and schedules by almost 100% in small to mid-size companies (Gartner)‏

1/3 of IT projects exceed budgets and schedules by almost 100% in small to mid-size companies (Gartner)‏

S T R I C T L Y C O N F I D E N T I A L Intranet Methodology

Planning for Intranet 2.0 An intranet is a process, not an event Confirm the need and value Know how to measure within your business It’s NOT “Shoot, ready, aim” Start with a metrics-driven plan Support with strategy and governance Ongoing maintenance You can’t miss what you can’t measure Strictly Confidential © 2009 Prescient Digital Media Not For Distribution

An intranet is a process, not an event

Confirm the need and value

Know how to measure within your business

It’s NOT “Shoot, ready, aim”

Start with a metrics-driven plan

Support with strategy and governance

Ongoing maintenance

You can’t miss what you can’t measure

9 Recommendations Leadership – Senior management must set the tone Plan - Planning is an essential requisite for success Benchmark - Understand the ingredients of a good blog, wiki Engage – gather input and feedback from employees early in the planning process; act quickly on necessary changes Governance – every tool needs an owner and a policy

Leadership – Senior management must set the tone

Plan - Planning is an essential requisite for success

Benchmark - Understand the ingredients of a good blog, wiki

Engage – gather input and feedback from employees early in the planning process; act quickly on necessary changes

Governance – every tool needs an owner and a policy

9 Recommendations Technology – don't be sold a solution, evaluate and select a 2.0 solution based on business requirements & needs Refresh – keep your content and tools relevant and fresh Monitor - Ensure you’re aware of which 2.0 websites are popular, how they work & what users like/dislike Measure - Document the link between social media & the business & develop & track KPIs

Technology – don't be sold a solution, evaluate and select a 2.0 solution based on business requirements & needs

Refresh – keep your content and tools relevant and fresh

Monitor - Ensure you’re aware of which 2.0 websites are popular, how they work & what users like/dislike

Measure - Document the link between social media & the business & develop & track KPIs

Pilot suggestion Wiki: Create a wiki for organization & industry acronyms and jargon

Wiki:

Create a wiki for organization & industry acronyms and jargon

Your homework Are you an employer of choice? Many organizations have or are planning to adopt 2.0 tools – are you behind the compeititon?

Are you an employer of choice?

Many organizations have or are planning to adopt 2.0 tools – are you behind the compeititon?

Strictly Confidential © 2009 Prescient Digital Media Not For Distribution Reading IntranetBlog.com Intranet 2.0: Social Media Becomes Mainstream www.PrescientDigital.com Learning CMSWatch.com Consulting Help The Intranet 2.0 Plan www.PrescientDigital.com

Reading

IntranetBlog.com

Intranet 2.0: Social Media Becomes Mainstream

www.PrescientDigital.com

Learning

CMSWatch.com

Consulting Help

The Intranet 2.0 Plan

www.PrescientDigital.com

www.PrescientDigital.com www.PrescientDigital.com

Toby Ward, President, Prescient Digital Media [email_address] www.PrescientDigital.com www. IntranetBlog.com www.Twitter.com/TobyWard www.Twitter.com/Intranet2 www.Facebook.com (search “Intranet Global Forum”) ‏ 416.986.2226