Social media in a corporate information setting florence curley #asl2014


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'Social media in a corporate information setting, friend or foe?' case study delivered by Florence Curley of PWC. Presented at 'Information Innovators: Librarians evolving in the digital environment' the Academic & Special Libraries conference 2014

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  • Follows on the guiding principles that Steve spoke about.
  • Our deployment would be global – all PwC firms, all LOS, and all internal staff, across different regulatory environments. It was the first time we really attempted something that widespread. We were determined, as the challenge states, to provide ONE platform for connecting, collaborating, and creating value. Heck of a challenge, but we did have one thing on our side – a pent up want for social media tools across the organization. It had been the topic of many conversations for quite some time, such as: “If we only had a tool like…Twitter, Facebook, you name it.
  • Once we committed to this path we had to set some objectives of what we want to get out of this, at least for the first phase.Here you see what our main ones are…. (mention a few)
  • Risk, of course, was a primary concern and we addressed those many challenges (as shown here) with a consistent, yet flexible approach, that allowed us to look at both the big picture globally and handle individual territory needs.Andy, you were involved in a lot of this do you want to provide more detail?
  • Overnight ...Nigeria, Ukraine, Jersey, Pakistan, South Africa, UK, Italy, Uganda, Republic of Moldova, Armenia, Norway, Lithuaniahen, over the next couple of working days from: Switzerland, Portugal, Slovenia, Romania (Paula to mention only)
  • An Advisory leader in NY created a dedicated Spark group for his team to share client news related to various activities (selling, delivery, relationships)... ...and it dramatically improved communication, collaboration, and morale on the team.
  • Social media in a corporate information setting florence curley #asl2014

    1. 1. Social Media Tools in a Corporate Information Setting Academic & Special Libraries Conference 2014 Florence Curley
    2. 2. Social Business/Corporate social networking “From taste tests on a new burger, to making the sprawling arms of the European Commission work together, organisations are using internal social networks to boost productivity, flatten management structures and monitor who makes the real decisions” Financial Times December 13 2013 . March 4, 2014 2
    3. 3. Social business is a change in mindset From this To this Communications: Pushed down to me > I decide what I follow and need Point-to-point comms > Many-to-many Monologue (messages) > Dialogue (conversations) Organize by hierarchies > Communities Corporate structure > My network and content Barriers to working globally > Open to all 180,000 people Centralized output > Mass collaboration (peer-to-peer production) Knowledge silos > Cross-organizational knowledge accessibility Static documentation > Live thinking and insights Organize & Derive Value: Create: March 4, 2014 3
    4. 4. The PwC Approach… • PwC – network of firms in 158 countries providing tax, assurance and advisory services. Recognition by the global firm of need for inhouse social media tool • Key business requirements - ability to work across platforms, ability to create project spaces, groups, personal profiles and personalised streams • Other considerations such as compatibility with IT infrastructure and local intranets, internet browser speeds, mobile capability • Consultation with an independent social media consultancy, analyst reports (eg Gartner). 16 vendors were longlisted and eventually shortlisted to 4. 2 finallists were selected – detailed proposals were pitched and the winning vendor was Jive March 4, 2014 Slide 4
    5. 5. Naming the baby…Spark Intuitive, easy to use, on brand March 4, 2014 Slide 5
    6. 6. How to describe what Spark does… Spark is a gateway to: − places (communities of interest), − people (relationships), and − content March 4, 2014 6
    7. 7. Spark Global Deployment WHAT: “THE CHALLENGE” WHO: tax assurance advisory internal services To provide one common social networking & collaboration platform that accelerates our ability to connect with each other and collaborate together to create value for ourselves and our clients. WHERE: HOW [MANY]: 776 158 182,000+ offices countries employees 7
    8. 8. Setting Objectives & Goals for PwC Spark Objectives Spark Goals ① Make a large firm feel small connect people fast ② Bring fragmented groups together eliminate silos ③ Engage internal stakeholders better on company-wide buy-in the issues that matter to them ④ Create fresh insights through an open accelerate innovation and faster exchange of expertise and ideas ⑤ Extend our social reach outside the firm grow brand recognition 8
    9. 9. PwC message to employees on how Spark can empower them Spark can help you do 3 things (the 3 C’s): 1. Connect I can connect and communicate with colleagues easily, instantly and securely – wherever they are in the world. So I can build stronger relationships with them. 2. Collaborate I can share ideas, insights and interests with colleagues in quicker and more intuitive ways. So I can work faster, smarter and better. 3. Create I can use these connections and collective knowledge to create new ideas, content, value for me and my clients. So I can make a bigger impact. 9
    10. 10. Addressing Risk Staying the Course Challenges Approach • Concerns over visibility into sensitive information • Messaging & training • Regulatory requirements • Peer review • Client confidential information • Alternatives • Data privacy • Territory options • IT security • Technology solutions • Outreach team • Involving IT 10
    11. 11. Principles for internal social networking behavior Ten principles have been developed to guide PwC professionals towards appropriate use of the internal networking and collaboration tool. Essentially, PwC professionals must remember to: • • • • protect client confidentiality respect others’ privacy use common sense use your professional judgment Make it your own Give credit Share with care Look after us Be yourself Be valuable Play nice Pause to think Stay focused Be smart March 4, 2014 Slide 11
    12. 12. Launch highlights In Canada they asked people to go totally crazy March 4, 2014 12
    13. 13. Launch highlights In Singapore they had a flash of inspiration … March 4, 2014 13
    14. 14. “Spark in a Box” communications toolkit March 4, 2014 14
    15. 15. Spark – Help & Support page March 4, 2014 15
    16. 16. Spark Advocates United 16
    17. 17. SUCCESS STORIES Research while you sleep One Friday, a manager in PwC Russia asked a question... 23 17 replies “Do tax authorities in other countries take tax from an agent, even if they haven’t withheld the tax from their client...?” countries March 4, 2014 17
    18. 18. SUCCESS STORIES Taking the pain out of proposals OPPORTUNITY the $10 million bid THE PREMISE | A two-week proposal finished in just one week. 80 The percent reduction in version control issues. = a higher quality document delivered in half the time “This was a two-week proposal we did in one week … we didn’t lose sleep.” 18
    19. 19. SUCCESS STORIES Improving how we serve our clients Large account team uses Spark to build thriving community. THE PREMISE | Keeping track of activity on a very large and valuable international client account can be tricky so Advisory leader Suneet Dua created a dedicated Spark group to use as a central client team hub. “Connecting through Spark has increased the team’s morale. Spark helped us quickly form a community where one hadn’t existed before.” - Suneet Dua, Advisory Point Partner OUTCOME Now there’s a single place for his team to find the latest client related news on selling, delivery and relationship activities, and to share their personal experiences. PROVEN RESULTS • Scattered teams are now more unified • Team morale is increased, everyone feels included • New teammates get up to speed more quickly 19
    20. 20. SUCCESS STORIES Increased speed to market International Tax Story • When Canada announced their 2012 Federal Budget it contained changes to inbound investments into Canada. • The budget and an initial write-up was posted on Spark the same day and people began adding comments. • That same evening a couple of International Tax partners in the US noted the importance of this change to their clients. • Based on the Spark discussions they were able to hold conversations with their clients the next day. • Over the next few days they worked with the Canadian ITS and posted a formal point of view in Spark, @referencing those with impacted clients. • A few more days later they produced a formal PwC point of view on this issue and it went to affected clients. • A 2-3 week process was reduced to days and clients were impressed by the speed of which they received the info. March 4, 2014 20
    21. 21. Spark - PwC Ireland • The Information and Research Centre is encouraging Spark usage, including it in induction training, providing bespoke help to groups and individuals. Spark is now an essential research tool for information queries • In the run-up to the last Irish budget, Spark was used to share ideas internally – useful as complement to our external thought leadership • Plans to funnel more information through Spark and away from the intranet – easier to update and more dynamic • Support of the leadership is essential; identifying regular users, encouraging blogging, drop-in training sessions, other usage such as sports and social activities March 4, 2014 Slide 21
    22. 22. Spark - PwC Ireland • The Information and Research Centre is encouraging Spark usage, including it in induction training, providing bespoke help to groups and individuals. Spark is now an essential research tool for information queries received by IRC • In the run-up to the last Irish budget, Spark was used to share ideas internally – useful as complement to our external thought leadership • Plans to funnel more information through Spark and away from the intranet – easier to update and more dynamic • Identifying regular users, encouraging blogging, other uses such as sports and social information March 4, 2014 Slide 22
    23. 23. “We don’t have a choice on whether we do social media, the question is how well we do it ” Eric Qualman . March 4, 2014 23
    24. 24. Thank you and any questions… This content is for general information purposes only, and should not be used as a substitute for consultation with professional advisors. PwC firms help organisations and individuals create the value they’re looking for. We’re a network of firms in 158 countries with close to 169,000 people who are committed to delivering quality in assurance, tax and advisory services. Tell us what matters to you and find out more by visiting us at © 2014 PricewaterhouseCoopers. All rights reserved. PwC refers to the Irish member firm, and may sometimes refer to the PwC network. Each member firm is a separate legal entity. Please see for further details.