#iiseminarSocial Intranet SuccessStories#iiseminar
#iiseminarCommunities of practice allow us to quickly manoeuvre to turn challenges intoopportunitiesAdam Pope @adampope
#iiseminar
#iiseminar1. Simple profiles2. Small communities3. Enterprise wideproblem solving4. Engaging lateadopters5. Collaboration ...
#iiseminar
#iiseminar“What‟s in it for me?”
#iiseminar• Resistance from MiddleManagement when empoweringemployees• Loss of control can be a littleunnerving
#iiseminarTypical barriers...
#iiseminarToday’s 3 main examples (Ragan)Ragan Award Winners
#iiseminarRagan Awards 2013Interact Intranet Award – Best Intranet Winner 2012Institute Of Internal Communications - Best ...
#iiseminar• Europe‟s largest Housing Association. Part of the Wheatley Group• 1,600 Users• 88% daily usage averaging, 8 se...
#iiseminarOur strategy was simple: Involve all staff from Chief Exec to cleaners increating an intranet that would make th...
#iiseminarHolmes has transformed us from cascaded communication to atransparent, inclusive communications culture.We know ...
#iiseminar• Bright vibranthomepage• Clear direction• Clean layout
#iiseminar• Think „YES‟ –initiative to solve arequest 1st timefrom customers (no„no‟)• Streamlineprocesses• Initial resist...
#iiseminarBlog story – moving to service center• Blogs gave people avoice & personality.• Questions askedwith culture chan...
#iiseminarWhat Next for GHA?IN PROGRESS• Inviting other Housing Associations to join Holmes as they join theWheatley Group...
#iiseminarRagan Awards 2013Interact Intranet Award – Best Intranet Manager 2012Retail Week Awards - Technology Initiative ...
#iiseminar• Large UK retailer. Part of the AS Watson Group• 13,000 Users based in store, distribution centres and head off...
#iiseminarOur users drive our intranet and drive our business.We‟ve provided them with a host of tools to enable them to s...
#iiseminar
#iiseminar• Exec support fromthe start• Ops Director profileghost written until200 followers• Then took overhimself• Prove...
#iiseminar• Users can self-service book ontotraining• Drove engagement• Simultaneouslyallowed comms topush stories ofinter...
#iiseminar• Attracted userswithout technologyto log in from home• Chance to winproduct samples• Running questionson products
#iiseminar
#iiseminar
#iiseminarTell Joey…Ideas forimprovements(top 10 win iPad)Social discussions- enforcing theculture
#iiseminarWhat Next for Superdrug?IN PROGRESS• Encouraging more suppliers to become involved with productconversations and...
#iiseminarRagan Awards 2013Interact Intranet Award – Best Social Intranet 2012Featured in the Nielsen Norman Group‟s Enter...
#iiseminar• Leading suppliers of managed offices across 17 UK sites• 100% usage per week• 150 Employees + 204 employees in...
#iiseminarWhen you visit a Business Environment office, you notice how manyconversations are driven by features and conver...
#iiseminarWe wanted centres to recognise the importance of sharing every facetof their service offering to ensure BE could...
#iiseminarBE want people to participate rather than passively read and with thetools we have, our intranet is more than ju...
#iiseminar• „The Lounge‟ part ofassumed way ofworking• Internal skills toidentify hiddenabilities• Keen photographer„recep...
#iiseminar• As much non-workcontent as workcontent• However still 86%conversations arebusiness driven• 50% of employeesvis...
#iiseminar• Rewards usedencouragerecognition• Smarties are thecurrency• Used as part ofemployee yearlyreview• Part of HR r...
#iiseminar
#iiseminar• Repeatedsuccessful formulafor customerextranet• 88% of their 3,000customers use permonth
#iiseminarWhat Next for BE?IN PROGRESS• Continuing to introduce tools to get a greater picture of eachemployees impact to ...
#iiseminar• One of Europe‟s largest media organisations with extensivepublications, radio stations and online services• La...
#iiseminarOur intranet, Media Vine helps to avoid duplicated efforts and moreimportantly, solves everyday business problem...
#iiseminar
#iiseminar• Homepage designedfor collaboration• ANY user cansubmit news or addblog• Internal skillsidentified• Photography...
#iiseminarWhat Next for Bauer?IN PROGRESSEncouraging other business is the Bauer Media Group to join MediaVine and expand ...
#iiseminar• A charity helping HIV / AIDS research groups and charities to shareknowledge.• Launched phase 1 of their socia...
#iiseminarSo What Next for Businesses?“The Rise of Employee Advocacy”• Whole intranet run by EmployeeAdvocacy Team.• CEO b...
#iiseminar
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Interact Intranet Social Intranet Success Stories

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Presentation shown by Interact Intranet at The Value of Social seminar in Manchester, June 2013

Published in: Technology, Career
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  • Won more Step 2 awards than anyone for collaborative intranets. Great example. Engineering.Head of CommunityNY subway flooded- 12 hr to get response to NY state council to solve problem. Used intranet to gather this.
  • Today is about Social success stories are not overnight… not ON/OFF.
  • All businesses go through 5 phases of enterprise collaboration.1. Simple profiles. 2. Small Communities. 3. Enterprise wide problem solving. 4. Engaging late adopters 5. Collaboration as standard (inside and out)
  • Although you’ll see a range of industries as examples, it’s a good start to identify your users using these groupsLOU ADLER – International head hunter. “there are only four jobs in the world”
  • You need to understand “what’s in it for me?” for each of these groups.Most problem with Middle Management…
  • Typically the middle management tier with offer the most resistance as you move them from order givers to enablers.Empowering employees. Lose of control can be resisted.
  • Typical barriers include:
  • As the Wheatley Group grows, Holmes is scalable and grows with it.
  • Wendy Jordan
  • Holmes homepage
  • The idea behind Think Yes was to empower our workers to be able to solve a request from our customers first time wherever possible rather than say no or I’ll have to come back to you on that. Employees report any blockages or bulky process to streamline how GHA works.Initial resistance from managers who were uncomfortable shifting from leaders to enablers -> team site set up secured just to managers. The CEO drove initial conversation, looking to identify good practice and making it transferable for other managers so people could become Think Yes leaders. This is now one of the highest activity areas on Holmes
  • GHA never had blogs before moving to Interact. It gave people a voice and an opportunity to write with personality. This encouraged commenting which then encouraged others to engage with these comments.This reaped reward when a number of workers faced moving from field based roles to a service call centre as part of a broader change programme. There was a big fear this would be a career graveyard, tied to a chair answering phones. The people affected started to ask questions and the answers began to dispel myths e.g. “will I have to put my hand up to go to the toilet”. A range of contact centre employees replied included Chris who took it upon himself to start a blog about how good it actually was to work in the centre. These averaged 1530 readers from the 1560 user population. This enabled a huge shift in perception to this move being a positive with information other employees could trust – far more effective than top down communication.
  • 12,500 Superdrug users are store based and do not have company technology
  • The Exec Teamsupported their drive for success from the start. The Operations Director volunteered his profile to be ghost written, @mentioning anyone he was due to meet and #tagging any themes. Once he got to 200 followers he took this over himself
  • Users could come to the intranet and self service book onto training. This was available on the homepage but allowed comms to push stories of interest during the visit
  • Attracted store based employees without technology to log in from home by the chance to win product samples (Question Bank). These products then are discussed in various forums as well as in store
  • People were attracted by both non work and work conversations. On the right employees suggested business improvements. The ten ideas with the most likes each quarter won an iPad
  • The Lounge has quickly become Business Environment’s assumed way of working. Projects search skills internally first to see if someone has a hidden ability rather than just selecting a job title.This has seen a receptionist with a keen interest in photography now doing all employees’ photos rather than using an external photographer.A security guard who had completed a web design course has now joined the IT team having been identified by his skills.
  • Despite having more non-work related content than most, 86% of all conversations are business driven.Over 50% of employees come onto The Lounge at the Weekend, 27% of that conversation is business related.
  • Smarties has been Business Environment’s second release of rewards. Initially it was released to encourage peer to peer recognition of people going beyond their role to help people. With Smarties people’s completion of vocation qualifications have been included and rewarded. At the time of an employee’s review all Smarties and the reasons for their awarding are given to the manager to provide a full year’s view of someone’s impact. Endorsements are also reviewed. In this sense each user’s profile is far more than a couple of bits of information, it’s a living HR record of someone’s achievements.
  • A snapshot of the various business reasons why employees have received Smarties
  • Business Environment took their successful formula and repeated it when launching a customer extranet. 88% of their 3,000 customers use this per month.
  • Grazia, FHM etc…
  • Homepage designed to encourage collaboration. Users can blog or choose to submit news if they feel more comfortable doing this. It has been designed to enable to find the tools they are most comfortable with and use them to meet their needs.Users are encouraged to encourage their skills and interests. A photography specialist magazine is already saving on their testing groups by getting employees interested in photography to try new equipment and give feedback. This has extended to a range of their other specialist magazines saving the business extensive costs.
  • Seeing more employee advocacy coming about. CIPD (chartered ins for pro development) seeing rise of employee advocacy.Cross country trains – whole intranet run by employee advocacy team. CEO blogs openly on how to improve services.Romec – Employee advocacy mgr – linking employee benefits to the intranet.
  • Seeing more employee advocacy coming about. CIPD (chartered ins for pro development) seeing rise of employee advocacy.Cross country trains – whole intranet run by employee advocacy team. CEO blogs openly on how to improve services.Romec – Employee advocacy mgr – linking employee benefits to the intranet.
  • Interact Intranet Social Intranet Success Stories

    1. 1. #iiseminarSocial Intranet SuccessStories#iiseminar
    2. 2. #iiseminarCommunities of practice allow us to quickly manoeuvre to turn challenges intoopportunitiesAdam Pope @adampope
    3. 3. #iiseminar
    4. 4. #iiseminar1. Simple profiles2. Small communities3. Enterprise wideproblem solving4. Engaging lateadopters5. Collaboration asstandard (inside andout)
    5. 5. #iiseminar
    6. 6. #iiseminar“What‟s in it for me?”
    7. 7. #iiseminar• Resistance from MiddleManagement when empoweringemployees• Loss of control can be a littleunnerving
    8. 8. #iiseminarTypical barriers...
    9. 9. #iiseminarToday’s 3 main examples (Ragan)Ragan Award Winners
    10. 10. #iiseminarRagan Awards 2013Interact Intranet Award – Best Intranet Winner 2012Institute Of Internal Communications - Best Online Employee Site Winner 2013Ragan Awards – Best Value to Employees Winner 2013
    11. 11. #iiseminar• Europe‟s largest Housing Association. Part of the Wheatley Group• 1,600 Users• 88% daily usage averaging, 8 separate visits per day• Blogs average over 1,000 readers
    12. 12. #iiseminarOur strategy was simple: Involve all staff from Chief Exec to cleaners increating an intranet that would make their roles easier.We couldnt build a staff intranet without the staff.Wendy Jordan – Internal Comms Mgr
    13. 13. #iiseminarHolmes has transformed us from cascaded communication to atransparent, inclusive communications culture.We know that if we avoid an issue or get it wrong our employees feelempowered to question what we post and help to improve it.
    14. 14. #iiseminar• Bright vibranthomepage• Clear direction• Clean layout
    15. 15. #iiseminar• Think „YES‟ –initiative to solve arequest 1st timefrom customers (no„no‟)• Streamlineprocesses• Initial resistancefrom managers(leaders to enablers)• CEO drove thechange
    16. 16. #iiseminarBlog story – moving to service center• Blogs gave people avoice & personality.• Questions askedwith culture change• Chris‟s blog amassive success• Averaged 1530readers from 1560users.• Better than top-down comms
    17. 17. #iiseminarWhat Next for GHA?IN PROGRESS• Inviting other Housing Associations to join Holmes as they join theWheatley GroupMID TERM• Open up an extranet to suppliers to expand GHA‟s culture and wayof working to themLONG TERM• An extranet GHA services users can access for all information andto self serve.
    18. 18. #iiseminarRagan Awards 2013Interact Intranet Award – Best Intranet Manager 2012Retail Week Awards - Technology Initiative of the Year 2013Ragan Awards – Best Value to Employees Finalist 2013
    19. 19. #iiseminar• Large UK retailer. Part of the AS Watson Group• 13,000 Users based in store, distribution centres and head office.• 9% of store based employees log in each day (log in from home)
    20. 20. #iiseminarOur users drive our intranet and drive our business.We‟ve provided them with a host of tools to enable them to share ideas,no matter their role, with those who can make their ideas happen andalso made our decision processes far more transparent, in turnbuilding engagement.Kelly Freeman – Internal Comms Mgr
    21. 21. #iiseminar
    22. 22. #iiseminar• Exec support fromthe start• Ops Director profileghost written until200 followers• Then took overhimself• Proved peoplewanted thisengagement
    23. 23. #iiseminar• Users can self-service book ontotraining• Drove engagement• Simultaneouslyallowed comms topush stories ofinterest
    24. 24. #iiseminar• Attracted userswithout technologyto log in from home• Chance to winproduct samples• Running questionson products
    25. 25. #iiseminar
    26. 26. #iiseminar
    27. 27. #iiseminarTell Joey…Ideas forimprovements(top 10 win iPad)Social discussions- enforcing theculture
    28. 28. #iiseminarWhat Next for Superdrug?IN PROGRESS• Encouraging more suppliers to become involved with productconversations and offer more samples as a prize• Continual shifting of paper based processes to The Hub• Shop floor experience with retail workers to continue to understandproblems and how their role can be made easier.
    29. 29. #iiseminarRagan Awards 2013Interact Intranet Award – Best Social Intranet 2012Featured in the Nielsen Norman Group‟s Enterprise 2.0 Report 2013Ragan Awards – Best Social Intranet Finalist 2013
    30. 30. #iiseminar• Leading suppliers of managed offices across 17 UK sites• 100% usage per week• 150 Employees + 204 employees in sister companies
    31. 31. #iiseminarWhen you visit a Business Environment office, you notice how manyconversations are driven by features and conversations from TheLounge.Joni Vass – Intranet / Extranet Mgr
    32. 32. #iiseminarWe wanted centres to recognise the importance of sharing every facetof their service offering to ensure BE could offer the best possibleservice against every site.Now an unusual problem occurring at a location is not just thatlocation‟s problem, by sharing the issue on The Lounge someone willhave the answer, will have experienced something similar or will beable to point the problem holder towards a solution.
    33. 33. #iiseminarBE want people to participate rather than passively read and with thetools we have, our intranet is more than just a workplace tool; ourusers access it for both in work and out of work activities.
    34. 34. #iiseminar• „The Lounge‟ part ofassumed way ofworking• Internal skills toidentify hiddenabilities• Keen photographer„receptionist‟ nowuploading all staffphotos
    35. 35. #iiseminar• As much non-workcontent as workcontent• However still 86%conversations arebusiness driven• 50% of employeesvisit at the weekend• 27% of thatconversationbusiness related
    36. 36. #iiseminar• Rewards usedencouragerecognition• Smarties are thecurrency• Used as part ofemployee yearlyreview• Part of HR record ofachievement forbusiness
    37. 37. #iiseminar
    38. 38. #iiseminar• Repeatedsuccessful formulafor customerextranet• 88% of their 3,000customers use permonth
    39. 39. #iiseminarWhat Next for BE?IN PROGRESS• Continuing to introduce tools to get a greater picture of eachemployees impact to the business and help people become moreinvolved in projects matching their skills and interests. This willreduce reliance on contractors and suppliers.
    40. 40. #iiseminar• One of Europe‟s largest media organisations with extensivepublications, radio stations and online services• Launched to 3,000 users in January 2013• 80% of questions answered by someone in a different location.
    41. 41. #iiseminarOur intranet, Media Vine helps to avoid duplicated efforts and moreimportantly, solves everyday business problems.Gen Potter – Head of Internal Comms
    42. 42. #iiseminar
    43. 43. #iiseminar• Homepage designedfor collaboration• ANY user cansubmit news or addblog• Internal skillsidentified• Photographymagazine beingtested byemployees savingtime
    44. 44. #iiseminarWhat Next for Bauer?IN PROGRESSEncouraging other business is the Bauer Media Group to join MediaVine and expand Bauer‟s knowledge capabilities.
    45. 45. #iiseminar• A charity helping HIV / AIDS research groups and charities to shareknowledge.• Launched phase 1 of their social tools roadmap late in 2012• First blog by the Senegalese AIDS Foundation. Sparked a jointventure with the Cambodian foundation on intravenous userprecautions, enabled by the Interact Translation tool
    46. 46. #iiseminarSo What Next for Businesses?“The Rise of Employee Advocacy”• Whole intranet run by EmployeeAdvocacy Team.• CEO blogs openly on how toimprove services.• Whole intranet run by EmployeeAdvocacy Manager.• Links „Employee Benefits‟ to theintranet driving usage
    47. 47. #iiseminar
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