CSC Case Study: Socializing Your Intranet? Secrets to Success
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CSC Case Study: Socializing Your Intranet? Secrets to Success

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Attached is the presentation shared in the Intranet Track on Thursday at J. Boye 2011 Aarhus, Denmark in November 2011.

Attached is the presentation shared in the Intranet Track on Thursday at J. Boye 2011 Aarhus, Denmark in November 2011.

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    CSC Case Study: Socializing Your Intranet? Secrets to Success CSC Case Study: Socializing Your Intranet? Secrets to Success Presentation Transcript

    • SUCCESSFUL STRATEGIES TO SOCIALIZE YOUR INTRANET CLAIRE FLANAGAN CSC Director, Social Business and Community Strategy J BOYE : NOVEMBER 2011@cflanagan © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 1
    • SOCIALIZE MY INTRANET?© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 2
    • “By 2014, social networking services willreplace e-mail as the primary vehicle for interpersonal “communications for 20 percent of business users. Gartner Predicts 2010 “Social Software Is an Enterprise Reality”, December 2009 http://bit.ly/gIthoV © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 3
    • “ The baseline has shifted…no longer enough to provide sophisticated content management. Today’s intranet needs to have peer-to-peer engagement and “ multi-channel communications embedded at their very core. “The intranet is dead. Long live the intranet.” The Next Web, July 2010 http://tnw.co/eb4YhI© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 4
    • What is Social Business?© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 5
    • Social Business Is Not . . . © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 6
    • Social Business . . .• Supports Business Goals• Provides environments where members: – engage, create, organize and share information – find, connect and interact with others• Supports teaming, communities and networking with value chain (employees, customers, partners, prospects, alumni, etc.) Gartner Magic Quadrant for Social Software in the Workplace", Gartner. 25 October 2010, ID:G00207256 Gartner Magic Quadrant for Externally Facing Social Software, Gartner. 5 July 2010, ID:G00201627 © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 7
    • What’s Different?Social Business Works the Way People Want to WorkFrom  Web  1.0   To  Social  Business  Content  Centric   User-­‐Centric  Informa.on  Push   Ac.vity  Streams  1  Way  Content   Content  Engagement  Intranet,  Portal   Community  Explicit  Recruitment   WOM  Recruitment  Content  Owners   Par.cipa.ve  Top  Down     User  Generated  Fixed  Taxonomy   Emergent  Workflows    Transparent,  Open   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 8
    • What are the Key Features? Locate   Co-­‐Create  &  Use  Cases   Exper.se   Collaborate   Organize   Personalize   Rich  Profiles   Wikis   Videos   Groups   Dashboard   Avatars   Documents   Ideas   Communi<es   Widgets  Socialize   Corporate   Discussions   Microblog   Structured   Watch   Directory   (Status  Update)   Spaces  People   Blogs   Follow   Colleagues,   Liking   Projects  &   Friends  &   Polls   Track   Ra<ng   Personal  Docs  Content   Connec<ons   RSS  Feeds   Subscribe   Exper<se   Tags   Ac<vity   No<fy   Loca<on   Streams   Invite/No<fy   Search,  Find   Follow,  Watch   Bookmarks   Folksonomy,  Tag  Clouds   Ac<vity  Streams  Intelligence   Analy<cs   Sen<ment  Analysis   Social  Media  Monitoring   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 9
    • CSC: 50+ Years of Client Service Excellence A TRUE GLOBAL 2,500 world-class customers — 90 countries — 94,000 employees DELIVERY MODELFORTUNE 150, “MOSTADMIRED COMPANY" CSC Locations Other Client Engagements MISSION-CRITICAL DELIVERY EXCELLENCE SIX INDUSTRY VERTICALS $16.2 B BUSINESS SOLUTIONS & SERVICES © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 10
    • COLLABORATION IS IN OUR DNA Integrate Extend Evolve Early Intranet C3 — Social Full Globaland Distributed CSC Wiki Collaboration Portal Portals Platform This  is  one  step  of  many  —  it’s  part  of  the  journey   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 11
    • …YET STILL FACE BUSINESS PROBLEMS EXPERT, ASSET LOCATION NEW HIRE ONBOARDING INTELLECTUAL PROPERTY SILOS / INNOVATION BARRIERS THOUGHT LEADERSHIP© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 12
    • C3: Connect. Communicate. Collaborate.Award-winning, enterprise-class, global socialcollaboration where employees: Internal Evangelist•  Connect: Time zones, distance no longer barriers of the Year Award November 2009•  Communicate: Share their work, thoughts•  Collaborate: Get work done with others Community Adoption Award October 2009 Jive Champion Award September 2010 Finalist 2010 © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 13
    • C3 Adoption Best Practices Asia Pacific 9%Secret Weapons to Going Viral, Global EMEA 29% North America Global  par.cipa.on   39% India 1% 22% Latin America100%  User  Adop.on           Portal  shut-­‐down  Jan  ’11  New  “normal”  4+M  ac.vi.es   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 14
    • C3 Provides Business Value Collapsed  .me,  distance  barriers  to  leverage  global   exper.se   Reduced  proposal  development  cycle  .me,   customer  acquisi.on  costs   Improved  exper.se  loca.on  and  engagement   Improved  new  employee  onboarding   Increased  broad  collabora.on  to  drive  process   efficiencies   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 15
    • C3 Wins Hearts and MindsBecomes Part of Everyday Work“Proud  to  be  CSC”  “I  went  from  being  a  skep<c  to  a  convert.  It  just  makes  you  want  to  get  involved!”  “C3  is  just  what  we  need  to  start  leveraging  the  power  of  the  wider  organiza<on.”  “C3  will  transform  CSC  …  allows  us  to  overcome  silos.”  “C3  is  the  de  facto  standard  for  how  we  collaborate.  Its  the  language  of  the  company.”    Lem  Lasher,  President,  CSC  GBS  “It  is  a  key  tool  to  achieve  the  ‘One  CSC’  vision.”    Leif  Ulstrup,  President,  CSC  FCP   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 16
    • PLAN FOR ADOPTION You can’t plan to go viral. You can’t go viral if you don’t plan well.© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 17
    • Adoption Principles DON’T DO Execu.ves   Taxonomy   Poli.cs/Culture   Fit  with  Other   Tools   Deployment   Staffing   Content   Conversa.on   Speed  to  Users   You can’t plan to go viral. You can’t go viral if you don’t plan well. © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 18
    • Adoption Principles DON’T DO Find  execu<ves  to     Execu.ves   Overlook   “walk  the  talk”   Taxonomy   Reflect  organiza<on  chart   Allow  pa_erns  to  emerge   Poli.cs/Culture   Ignore   Listen,  learn,  adapt   Fit  with  Other   Fail  to  provide  guidance   “What  do  I  use  when?”   Tools   Deployment   “If  you  build  it,  they  will  come”   Plan  for  adop<on   Locate  advocates   Staffing   Discount   Staff  community  manager   Content   Launch  a  blank  slate   Seed  use  cases,  groundswell   Conversa.on   Think  just  work,  no  play   Provide  “watercooler”   Speed  to  Users   Hold  for  perfec<on   Pilot.  Frequent  releases   You can’t plan to go viral. You can’t go viral if you don’t plan well. © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 19
    • Adoption Model 1.  EXECUTIVES   2.  COMMUNITY   4.  EDUCATION  &   MGR  &     SUPPORT   ADVOCATES   3.  BUSINESS  USE   CASES   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 20
    • SECURE TOP DOWN SUPPORT 1. EXECUTIVES AS ADVOCATES© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 21
    • 2. STAFFCOMMUNITYMANAGER © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 22
    • 2. Staff Community Manager• Adoption Planner• Advocate Leader• Coach / Trainer• Conversation Starter / Moderator• Welcome Wagon• Govern. Measure. Manage © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 23
    • BUILD GROUNDSWELL 2. ENGAGE ADVOCATES© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 24
    • 2. Advocates: What Do They Do? 1.  Share  Community  Work 2.  Story  Teller  (WOM)   3.  Provide  Member  Support   3.  Prune  /  Curate   5.  Provide  Trusted  Feedback   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 25
    • 3. BUILD BUSINESS USE CASES© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 26
    • 3. Build Business Use Cases• New product development• Innovation• New business & customer support• Peer support• Career development• Communities of Practice and Interest• Executive communications & strategy alignment © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 27
    • “ People work better together when they “ know each other on a personal level. h_p://knowledge.wpcarey.asu.edu/ar<cle.cfm?ar<cleid=1653  © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 28
    • 4. USER EDUCATION AND SUPPORT© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 29
    • 4. Education: Business & Tool Skills Founda.on   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 30
    • CSC Social Business FootprintInnovation Through a Well-Crafted EcosystemWikonnecT   csc.com  (Sept  2008)   Community.csc.com    Exclusive   (June  2010)  Access   Social  Media  (Fall  2011)   3 CSC.com CC3  Employee  (May  2009)   InTouch   (Summer  2010)   © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 31
    • CSC Social Business JourneyMay Sept Jan May Sept Jan May2009 2009 2010 2010 2010 2011 2011 July Nov March July Nov March July 2009 2009 2010 2010 2010 2011 2011 Social Media C3 Pilot Launch SSO Portal CSC C3 Production Video Shut- Down Find Renew & Community.csc.com Pilot ExtendCustomer/Partner Private (WikonnecT: Financial Services) Launch InTouch Employee Community Public Alumni Customer/Partner Customer/Partner Exclusive (extend) Social Media © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 32
    • If You Plan Well, They Will Come!1.  Be Credible –  Do your homework –  Know the industry –  Know your company strategy, culture2.  Engage Sponsors –  Talk executive –  Build partnerships with stakeholders3.  Move Quickly –  Speed to users (pilot, frequent releases)4.  Plan for Adoption –  Select the right tool, plan for scale, make the best first impression –  Locate advocates to go wide, global –  Think top down, bottom up, sideways –  Seed use cases; don’t forget the Watercooler5.  Be Ready to Adapt © 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 33
    • Claire  Flanagan     Director,  KM  and  Enterprise  Social  Business,  Communi<es  Strategy   CSC  Office  of  Innova<on   Linked  In:  h_p://www.linkedin.com/in/cflanagan   Twiher:  cflanagan     CSC CSCNews CSC CSCNews© 2011 Computer Sciences Corporation @cflanagan 11/10/11 CSC Case Study 34