Philips Enterprise Social Networking: The Importance of Community Management

Enterprise Social NetworkingThe Importance of Community ManagementDennis AgusiCorporate CommunicationsMarch 2012 Corporate Communications, Dennis Agusi, March 2012

Today’s Agenda How it Community The power of Q&A started Management Integration Corporate Communications, Dennis Agusi, March 2012 2

A strong diversified industrial group leading in health and well-beingOur mission: Improving people’s lives through meaningful innovation. Corporate Communications, Dennis Agusi, March 2012 3

TodayWhat is Connect Us? 31,036Collaboration made simple members Powered by Comparable with Corporate Communications, Dennis Agusi, March 2012 5

We built Connect Us with influencers Built Trained Shaped Launched Trained our Launched viaBuilt in 11 weeks Getting buy in influencers word of mouth Including business impact analyses and privacy studies Enterprise private cloud Branding and design Corporate Communications, Dennis Agusi, March 2012 6

We built Connect Us with influencers Built Trained Shaped Launched Trained our Launched viaBuilt in 11 weeks Getting buy in influencers word of mouth Inside a “test community” on functionalities and rules of engagement Held bi-weekly training sessions One-on-one session with our leaders Corporate Communications, Dennis Agusi, March 2012 7

We built Connect Us with influencers Built Trained Shaped Launched Trained our Launched viaBuilt in 11 weeks Getting buy in influencers word of mouth Selected name “Connect Us” with “test community” via an ideation process Community provided feedback on important functionalities Training materials vetted Corporate Communications, Dennis Agusi, March 2012 8

We built Connect Us with influencers Built Trained Shaped Launched Trained our Launched viaBuilt in 11 weeks Getting buy in influencers word of mouth All communication done via word of mouth Targeted campaign towards MarComm community and Yammer participants Launched on May 1st 2010, first two weeks on invitation only Corporate Communications, Dennis Agusi, March 2012 9

Empowering employees with trainingOne of the most popular intranet sitesTraining siteWith training videos, userguides and promotionaltoolkit.On a monthly basis 2,400visits. On average visitorsstay 13 mins. Over 26,000unique hits.The productivity officefacilitating trainings onlocation and in nativelanguages. Corporate Communications, Dennis Agusi, March 2012 10

It’s about relationships, not technology Most companies approach But it’s really about creating it as a technology issue relationships to address gaps Corporate Communications, Dennis Agusi, March 2012 12

A community manager helps to fill in these gaps Helpdesk Troublemaker CoachConnects Encouragespeople to sharingpeopleComedian Drives conversationsTeacher Is everywhere Corporate Communications, Dennis Agusi, March 2012 13

Make it people focused!Focus on relationships first, then technology Allow social groups Disable and discourage functional accounts Make the team visible and approachable Reach out via private messages Corporate Communications, Dennis Agusi, March 2012 14

Use your ambassadorsThey are your eyes and ears Find your ambassadors Create a private group Find the people that are already Give them exclusivity and interested in social technologies insights that are not public. and put them together. Involve them Create strong relationships Keep them up to date with the Really listen and follow up on latest updates. concerns and opportunities. Ask them what they think Use them to get to their teams about potential new features businesses, and countries. and ideas. Corporate Communications, Dennis Agusi, March 2012 15

How do you engage senior leaders?Make them want to be involved Focus on one leader with Train your a natural interest communications network Corporate Communications, Dennis Agusi, March 2012 16

Don’t forget your stakeholdersTeam up with IT, legal, HR and supplier Corporate Communications, Dennis Agusi, March 2012 17

So you want to be a successful community manager?Community managers should always… Manage Be passionate expectations Bring the offline world Use the online ambassadors Be present Be patient and consistent Corporate Communications, Dennis Agusi, March 2012 18

Integrating social increases collaboration!Enable collaboration and dialogue around company goals Emails Blogs Virtual Town Halls/ Intranet meetings/events sites Videos Print communications Face-to-face Webcasts discussions Corporate Communications, Dennis Agusi, March 2012 20

Live updatesEnhance Intranet pageswith relevant dialogue Live updates from a stream related to the content of your page • Company stream • Group stream • Custom stream, e.g. based on hashtag (#topic) Corporate Communications, Dennis Agusi, March 2012 21

‘Like’ button and ‘Comment’ box Huge increase in traffic to intranet sites.Encourage feedback and increase traffic The intranet is becoming more visible by making it more social ‘Like:’ Give employees the opportunity to show their support of content ‘Comment’ box: Enable employees to engage in dialogue around content • When clicking on ‘like’ it pushes the link into the activity streams • Appropriate for news and article pages Corporate Communications, Dennis Agusi, March 2012 22

‘Share’ and ‘Ask for help’ buttonsFacilitate support and increase traffic Let employees play a role in disseminating information—and allow them to share their thoughts on it Let employees request and offer assistance related to content • Pushes link into the activity stream • Appropriate for static content Corporate Communications, Dennis Agusi, March 2012 23

Q&ACorporate Communications, Dennis Agusi, March 2012 25

It’s not about technology but about the people dennisagusi or dennis.agusi@philips.com Corporate Communications, Dennis Agusi, March 2012 26

Corporate Communications, Dennis Agusi, March 2012 27

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Philips Enterprise Social Networking: The Importance of Community Management

by Dennis Agusi

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