Virgin Media Presents at Gartner PCC London Sept 2013

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A description of Virgin Media's social collaboration journey and Sei Mani's adoption role in creating extraordinary high levels of participation.

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  • Excellent presentation Leon and Colin. I have had the privilege of observing and experiencing the truth of your observations first hand. Collaboration involves people and is dependent on trust. Virgin Media's culture had much to do with this success and the tool was an amplifier.
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  • 1,000 people / 5 months 6,000+ meetings 20,000+ meeting attendees Nearly 1 million people minutes
  • About VM, who are we?
  • Business challenges
  • We started with video
  • And then we did more video! Impact – surveys, T&E reduction, engagement
  • Did we tell you video is big part of collaboration?
  • STEP CHANGE 1. Vertical – (Richer Interactions) No longer tied to rooms Open to all instead of the few Video on the move Groundswell Senior Adoption 2. Horizontal (Expand the Reach – Communicate more broadly, etc)
  • Our adoption team is a company of passionate social collaboration experts and coaches - Sei Mani Doesn’t take many people to change an organisation Work with people who don’t need to be dragged kicking and screaming….
  • Adoption fills the support gap providing on demand deep support There are three rules for successful adoption but nobody knows what they are Attention to detail, consumer style launch, genius bar is key
  • Adoption fills the support gap There are three rules for successful adoption but nobody knows what they are Attention to detail, consumer style launch, genius bar is key
  • Upwards trends – impact of adoption No mass communications
  • Virgin Media Presents at Gartner PCC London Sept 2013

    1. 1. 1 Colin Miles Director of IT Technical Services Léon Benjamin Social Collaboration Lead 17th September 2013 Workplace Transformation The next small thing?
    2. 2. 2 Virgin Media
    3. 3. 3 Virgin Media – The Challenge 200+ Perm manned sites High T&E (growing) Email-centric Heavy Voice Conferences Great People
    4. 4. The Step Change - Video 4 From this….. To this…..
    5. 5. The Step Change - Video And this…..
    6. 6. The Step Change – Collaboration …and this…..
    7. 7. 7 Vertical & Horizontal Collaboration
    8. 8. The same rules exist! Social Media – Nature of work is changing
    9. 9. 9 The Approach – Finding Super Connectors The Adoption Team
    10. 10. The Adoption Effect – A large number of small things DEEP SUPPORT GAP
    11. 11. The Adoption Effect – It still takes time! 2010 2013 2014 2015 FLEXIBLE WORKING PILOT CONDUCTED TO PROVE BUSINESS CASE WITH 1,000 EMPLOYEES OPEN BETA 5,000 EMPLOYEESLEADERSHIP EDGE TEAM CONDUCTS FLEXIBLE WORKING FEASIBILITY STUDY 2011 2012 TRANSFORMATION (INTRANET PHASE OUT)BUSINESS CASE & PILOT SOFT LAUNCH PRODUCTION SERVICE COMMUNICATIONS 20,000 EMPLOYEES
    12. 12. The Results – Numbers count but it’s also about emotion 12 9,497 users9,497 users 4,900 active users per month (peak) 4,900 active users per month (peak) 8,600 Posts8,600 Posts 22k Comments22k Comments 630 Communities630 Communities 1,407 users active single day (peak) 1,407 users active single day (peak)
    13. 13. 13 Today’s way of working – Twitter issue
    14. 14. 14 Tomorrow’s way of working – Twitter issue
    15. 15. 15 Real use cases
    16. 16. What it will means for us
    17. 17. Lessons Learned 17 • Value creation is the point of collaboration, not the act or tool of collaboration itself • Culture and ethos – Social collaboration doesn’t change your culture, it reveals it • Virgin values are alive and well • Communications – tone of voice is everything – Speak with a human voice • It’s the small things that matter – Think consumer launch! • Time is everything – ‘Time makes more converts than reason’ – Adoption happens ‘one conversation at a time’

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