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GLOBAL AND SOCIAL          A case study of the implementation of a                large-scale social intranet      Matt Ha...
Belron® is the worlds largest vehicle glass repair and  replacement company,  owning some of the best known brands in the ...
WE’RE GOING TO TALK ABOUT THE ‘INTRANET’
EnterpriseSocial                                       Collaborative                    digitalworkplaceWE’RE GOING TO TAL...
WHAT DOES THIS LOOK LIKE?
forums
1. ACKNOWLEDGE THE DIFFERENCES BETWEEN SOCIAL MEDIA         INSIDE ABOUT OUTSIDE THE ENTERPRISE
CREATORS       make the social content which is       consumed by others                               CONVERSATIONALISTS ...
WHAT DO WE WANT TO ACHIEVE? -QUICK CONTENT-CREATION (USER CONTRIBUTED CONTENT) -QUICK COMMUNICATION -INTERACTIONS BETWEEN ...
WHAT DO WE WANT TO ACHIEVE?    -QUICK CONTENT-CREATION     (USER CONTRIBUTED CONTENT)    -QUICK COMMUNICATION    -INTERACT...
WHY DO WE SHARE?STRENGTHEN BONDS             DEFINE COLLECTIVE                  IDENTITY                             GAIN ...
WHY DO WE SHARE?STRENGTHEN BONDS   ✓            DEFINE COLLECTIVE                 IDENTITY       ✓                        ...
2. GOVERNANCE IS ESSENTIAL
LAYERS OF GOVERNANCE: THE 5 KEY ROLES             New Media Team          Site / Content Managers         Internal Communi...
LAYERS OF GOVERNANCE: THE 5 KEY ROLES                                     New Media Team           User experience, consul...
LEADING BY EXAMPLE
3. SUCCESS DOESN’T HAPPEN OVERNIGHT
Total hits from all users
Unique items of content viewed by all users
http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG
We are here              http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG
Engagement of active social mediausers vs passive social media users
visibility                                     HYPE CYCLE                       Peak of in ated expectation               ...
visibility                                     HYPE CYCLE                       Peak of in ated expectation               ...
visibility             IDEAL…               time
4. THINK ABOUT MOBILE
THE VISIONPRODUCTION       CONSUMPTION   COMMUNICATION                                      * not to scale
THE PROBLEM                          1920 x 1200            1024 x 768320 x 480                              * actually to...
THE PROBLEM                VS       1. FINGERS ARE INPRECISE      2. NO ‘HOVER’ STATES (YET!)3. LEFT OR RIGHT HANDED NAV C...
5. MEASURING SUCCESS IS COMPLEX, BUT CELEBRATE IT!
HITS ALONE IS NOT A COMPLETE OR PERFECT         MEASURE OF SUCCESS.
The annualised value of a design improvement that saves T minutes in time-on-task is TxExNxS, where E = the number of empl...
SIMPLER METRICS“We can complete task X an average of 30% faster” “Unsuccessful searches have decreased by 70%”     YOU NEE...
PAGE RATINGS ARE USEFUL
COMMENTS ARE USEFUL
-Page rating-Comments -How is it assisting Sales Process?- User Satisfaction (survey)- Productivity (survey - self assesse...
GET OUT AND TALK TO PEOPLE!
THANKS!Any Questions?        Come speak to us at the        Plone stand, 722
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet
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Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet

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Belron International is the global parent company of brands such as Autoglass and Carglass. With a turnover of nearly €3bn, they employ 25,000 people in 32 countries, repairing or replacing a windscreen every 3 seconds.

In 2007 the organisation developed an intranet based on the Open Source CMS Plone. This year the intranet was extended and re-focussed to add a range of social media functions to integrate with (and enhance) the existing suite of content management and workflow tools.

Over 5 years the intranet has evolved to provide features that are used on a daily basis by all functions within the organisation. The challenge with the introduction of 'social' content creation and collaboration has been to manage and integrate these new ways of working into established processes.

In this talk we will show how a large, multinational organisation has overcome the common concerns relating to social media in the enterprise, including governance, loss of control and the risks of reliance on services outside the firewall. Once these concerns are mitigated, the social media model can be used to drive employee engagement and increase effective communication across the business.

You will hear about their top 5 tips to successfully deploying a social intranet, illustrated by real examples of these techniques in practice.

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Transcript of "Online Information 2011: Global and Social A case study of the implementation of a large-scale social intranet"

  1. 1. GLOBAL AND SOCIAL A case study of the implementation of a large-scale social intranet Matt Hamilton Rebecca WilkinsDirector, Netsight Internet Solutions Communications Executive, Belron International
  2. 2. Belron® is the worlds largest vehicle glass repair and replacement company,  owning some of the best known brands in the industry including Carglass®,  Autoglass®,OBrien® and Safelite®. Belron employs more than 25,000people working in 33 countries worldwide, replacing a pieceof glass or repairing a  windscreen somewhere in the world every three seconds.
  3. 3. WE’RE GOING TO TALK ABOUT THE ‘INTRANET’
  4. 4. EnterpriseSocial Collaborative digitalworkplaceWE’RE GOING TO TALK ABOUT THE ‘INTRANET’ ^
  5. 5. WHAT DOES THIS LOOK LIKE?
  6. 6. forums
  7. 7. 1. ACKNOWLEDGE THE DIFFERENCES BETWEEN SOCIAL MEDIA INSIDE ABOUT OUTSIDE THE ENTERPRISE
  8. 8. CREATORS make the social content which is consumed by others CONVERSATIONALISTS are primarily interested in communication for social reasons but also voice their opinionsCRITICS JOINERSrate and review products/services, comment maintain pro les on and visiton blogs, participate in forums, wikis etc. social sites. COLLECTORS use RSS (etc.) to “collect” content, vote content on sites like Digg, tag photos and web pages SPECTATORS just watch - reading blogs, looking at videos, paying attention to social sites. INACTIVES Forrester Research
  9. 9. WHAT DO WE WANT TO ACHIEVE? -QUICK CONTENT-CREATION (USER CONTRIBUTED CONTENT) -QUICK COMMUNICATION -INTERACTIONS BETWEEN GROUPS OF USERS
  10. 10. WHAT DO WE WANT TO ACHIEVE? -QUICK CONTENT-CREATION (USER CONTRIBUTED CONTENT) -QUICK COMMUNICATION -INTERACTIONS BETWEEN GROUPS OF USERS“establishing and maintaining a connection amongusers, facilitating the mechanics of conversationand collaboration”
  11. 11. WHY DO WE SHARE?STRENGTHEN BONDS DEFINE COLLECTIVE IDENTITY GAIN STATUS
  12. 12. WHY DO WE SHARE?STRENGTHEN BONDS ✓ DEFINE COLLECTIVE IDENTITY ✓ GAIN STATUS ?
  13. 13. 2. GOVERNANCE IS ESSENTIAL
  14. 14. LAYERS OF GOVERNANCE: THE 5 KEY ROLES New Media Team Site / Content Managers Internal Communications Steering Team Executive Nielsen
  15. 15. LAYERS OF GOVERNANCE: THE 5 KEY ROLES New Media Team User experience, consultation, adding value, technology advisory, training. Site / Content Managers Content creation, review and publishing (multiple roles), training. Internal Communications Brand guardians, homepage and top-level content, top-level review and publishing. Steering TeamHigh-level involvement (Communications, HR, IT, Marketing). Manage and prioritise. Meet monthly. Executive Long-term strategy, allocate funding, discuss initiatives with Steering team. Meet quarterly. Nielsen
  16. 16. LEADING BY EXAMPLE
  17. 17. 3. SUCCESS DOESN’T HAPPEN OVERNIGHT
  18. 18. Total hits from all users
  19. 19. Unique items of content viewed by all users
  20. 20. http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG
  21. 21. We are here http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG
  22. 22. Engagement of active social mediausers vs passive social media users
  23. 23. visibility HYPE CYCLE Peak of in ated expectation Plateau of productivity Slope of enlightenment Trough of disillusionment Trigger time Gartner
  24. 24. visibility HYPE CYCLE Peak of in ated expectation Plateau of productivity Slope of enlightenment Boredom! Trough of disillusionment Trigger time Gartner
  25. 25. visibility IDEAL… time
  26. 26. 4. THINK ABOUT MOBILE
  27. 27. THE VISIONPRODUCTION CONSUMPTION COMMUNICATION * not to scale
  28. 28. THE PROBLEM 1920 x 1200 1024 x 768320 x 480 * actually to scale
  29. 29. THE PROBLEM VS 1. FINGERS ARE INPRECISE 2. NO ‘HOVER’ STATES (YET!)3. LEFT OR RIGHT HANDED NAV COLUMNS 4. DIFFICULT CONTEXT MENUS
  30. 30. 5. MEASURING SUCCESS IS COMPLEX, BUT CELEBRATE IT!
  31. 31. HITS ALONE IS NOT A COMPLETE OR PERFECT MEASURE OF SUCCESS.
  32. 32. The annualised value of a design improvement that saves T minutes in time-on-task is TxExNxS, where E = the number of employees performing that task,N = the number of times per year a typical employeeperforms that task, and S = the average employee’s loaded salary per minute Nielsen
  33. 33. SIMPLER METRICS“We can complete task X an average of 30% faster” “Unsuccessful searches have decreased by 70%” YOU NEED TO HAVE FIGURES FOR “BEFORE” AS WELL AS “AFTER”
  34. 34. PAGE RATINGS ARE USEFUL
  35. 35. COMMENTS ARE USEFUL
  36. 36. -Page rating-Comments -How is it assisting Sales Process?- User Satisfaction (survey)- Productivity (survey - self assessed)- Stakeholder Satisfaction- Cost savings - time! - print / repro / distribution - other software - travel
  37. 37. GET OUT AND TALK TO PEOPLE!
  38. 38. THANKS!Any Questions? Come speak to us at the Plone stand, 722
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