KNOWLEDGE IS POWER, COMMUNITY IS STRENGTHEXPERIENCES WITH SOCIAL INTRANET AT ALCATEL-LUCENTMarc JadoulMarketing Director &...
ABOUT ALCATEL-LUCENT1000+                                                              TR50                               ...
GLOBAL REACH:MULTI-NATIONAL COLLABORATION IS A MUST                           30%                           Europe      38...
Today, the average                          employee dumps                          1 day a week                          ...
E-MAIL, OLD INTRANET ANDTRADITIONAL COLLABORATIONTOOLS AREN’T DOING THE JOB …“We don’t know what we know…”“Can’t quickly f...
AND THEN MY COMPANY LAUNCHED A NEW PLATFORM…          connect                                         contribute          ...
Didn’t we already have a few of these?7 |        ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
EMPLOYEES’ EXPECTATIONS AND REQUIREMENTS       1                                                                          ...
EXISTING TOOLS ADEQUACYEMPLOYEES’ EXPECTATIONS AND REQUIREMENTS        1    = White & Yellow Pages       3   = Find & Publ...
, BASED UPON                                   ’S SBS PLATFORM                                                            ...
HOW    HAS BEEN INTRODUCED            “Breaking down silos.”            “Changing our way of working.”            “Company...
April 6th, 2010: BETA LAUNCH        100        members                                                       0    groupsAp...
ENGAGE USAGE:AN ACTIVE COMPANY-WIDE COMMUNITY*                                            8% contributing                 ...
ENGAGE USAGE:TOP GROUPS ACTIVITYBusiness Press Coverage                     IT Transformation/Our IT                      ...
ENGAGE EVALUATION (AFTER 1 YEAR):COLLEAGUES TOLD US WE’RE ON THE RIGHT TRACK71%EASIER                    55%              ...
LESSON LEARNED:SOCIAL MEDIA UNLEASH NEW MODELS OF IN-COMPANYCOMMUNICATION AND COLLABORATION                               ...
LESSON LEARNED:BREAK DOWN ORGANIZATIONAL STRIPES & PINSTRIPES • Put people in touch with like-minded   colleagues and peer...
LESSON LEARNED:CREATE A WIN-WIN MODEL FOR ALL STAKEHOLDERS Incentives for participating                             Obstac...
LESSON LEARNED:KEY COMMUNITY ROLES                      Endorses, enables and empowers the community, internally         E...
LESSON LEARNED:FIVE STEPS FOR BUILDING A COMMUNITY    1.   Identify the purpose and define the community    2.   Find a sp...
LESSON LEARNED:HOW TO INCREASE THE ‘ACTIVE’ PARTICIPATION RATE?        As a community’s knowledge                         ...
LESSON LEARNED:RECRUITING COMMUNITY MEMBERS• Frequent executive reach out by the  sponsor and advocate(s)• Post/submit art...
LESSON LEARNED:STIMULATE CREATION OF “OPEN” GROUPS             Join            my list                                    ...
LESSON LEARNED:ADOPT A ‘LIGHT GOVERNANCE’ MODEL        •   Control                                            “code of con...
LESSON LEARNED:NURTURE EARLY ADOPTERS AND ADVOCATES                                                                     Pr...
LESSON LEARNED:MONITOR, CELEBRATE AND PERSIST          Monitor and measure the success of the community          • Define ...
LESSON LEARNED:MEASURE REAL VALUE Facts & Figures                          Use cases & Success stories  • Better understan...
LESSON LEARNED:WORKPLACE 2.0 IS A JOURNEY, NOT A DESTINATION  Blogs   Fora  Wikis             2008          2009          ...
EPILOGUE:TOWARDS A DIGITAL WORKPLACE*                           The digital workplace                                     ...
EPILOGUE:IT, HR, CULTURE AND BUSINESS ARE LINKED        82%                                                               ...
EPILOGUE:SEVEN HABITS OF HIGHLY SUCCESSFUL COMPANIES1.      They put high end mobile technology in the hands of their empl...
EPILOGUE:THE WAY WORKERS CONNECT, COLLABORATEAND CONTRIBUTE IS CHANGING• Enterprise workers are becoming  increasingly mor...
33 |   ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
marc.jadoul@alcatel-lucent.com       http://be.linkedin.com/in/mjadoul               Twitter: @mjadoul34 |           ALL R...
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Community is Strength (2013)

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"Knowledge is Power, Community is Strength: Experiences with Social Intranet at Alcatel-Lucent", presented at the VOV workshop on Social Media (October 2012) and J. Boye Intranet Group (February 2013)

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Community is Strength (2013)

  1. 1. KNOWLEDGE IS POWER, COMMUNITY IS STRENGTHEXPERIENCES WITH SOCIAL INTRANET AT ALCATEL-LUCENTMarc JadoulMarketing Director & AdvocateMarch 2013 ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  2. 2. ABOUT ALCATEL-LUCENT1000+ TR50 2,655CUSTOMERS 2011 Most patents in 2011 2011(NETWORK OPERATORS) revenues Innovative 29,133 Adjusted €15.3b active patents operating500K+ Companies 2012 marginCUSTOMERS 3.9%(ENTERPRISES) 7 Nobel 76,000 130+1M+ prizes employees 100+ countries Collaborate with 250+ 2011 R&D/SalesNETWORKS nationalities universities 15.2%DJSI TechnologySupersector leader400G IP DSL vectoring Carrier cloud Motive Customer lightRadio™ 400G photonic XRS Core router Experience 2 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  3. 3. GLOBAL REACH:MULTI-NATIONAL COLLABORATION IS A MUST 30% Europe 38% RUSSIA North ROMANIA America IRELAND POLAND UK SLOVAKIA CANADA BELGIUM FRANCE GERMANY TURKEY USA NETHERLANDS SOUTH KOREA ITALY ISRAEL CHINA SPAIN TAIWAN INDIA 17% SINGAPORE Asia Pacific 15% Other BRAZIL AUSTRALIA Executive Briefing Centers Research Centers IP Transformation Centers Product and Solution Development Centers Bell Labs3 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  4. 4. Today, the average employee dumps 1 day a week trying to find people with the experience and expertise, plus the relevant information to do their job. Laurie Buczek, Social Media Strategist, Intel4 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  5. 5. E-MAIL, OLD INTRANET ANDTRADITIONAL COLLABORATIONTOOLS AREN’T DOING THE JOB …“We don’t know what we know…”“Can’t quickly find information/people I need to do my job…”“Can’t easily share my experiencesbeyond my team…”“Can’t stay up-to-date with what’sgoing on in the rest of the company…”“Can’t discover and buildrelationships with colleaguesacross the company…”5 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  6. 6. AND THEN MY COMPANY LAUNCHED A NEW PLATFORM… connect contribute collaborate 6 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  7. 7. Didn’t we already have a few of these?7 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  8. 8. EMPLOYEES’ EXPECTATIONS AND REQUIREMENTS 1 2 White & ALCATEL-LUCENT A Single Yellow Pages Workplace  Who I am to manage :   Where I am What I know CoP CoI   My profile (myself) My network  Who I know  My communities  The communities I  All functionalities belong to ME I belong to communities  I get visibility 3 4 5 6 Keep Get In Touch Find & Publish Share & Build Informed & Communicate  People / Experts/ Groups  Subscribe to alerts  Comment / rate …  Post/share ideas  Content : Documents,  Get news  Ask questions / Talk (IM)  Organize/animate events Links, webcast, …  Consult statistics  See each other  Create/join Workplace  Projects, experience,  …  …  … success stories  … 7 In a User-friendly Environment Source: Alcatel-Lucent “Reconnect people” taskforce, 2009 8 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  9. 9. EXISTING TOOLS ADEQUACYEMPLOYEES’ EXPECTATIONS AND REQUIREMENTS 1 = White & Yellow Pages 3 = Find & Publish 5 = Get In Touch & Communicate 2 = Single Workplace 4 = Keep Informed 6 = Share & Build 7 = User-friendliness 1 2 3 4 5 6 7 Experium is a good tool to store documents but a bit complicated to use. Collaboration is limited to blog and wikis without dedicated workspace. Furthermore, there is no social networking dimension MySite and TeamSite are powerful tools but difficult to use because of the numerous collaboration functionalities they offer. In addition, developing a social network is not possible since you cannot follow the activity of your colleagues or create links with them Joomla! is a collaborative tool centered on wiki quite easy to use. However, lack of global search engine or independent blogs make collaboration difficult. There is no social networking aspects and no document management system.(proprietary tools) P&P is a social network application based on tagging, easy to use but incomplete. It is indeed not possible to create group, follow activity in your network and build relationships. There is no document management / storage system. Source: Alcatel-Lucent “Reconnect people” taskforce, 2009 9 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  10. 10. , BASED UPON ’S SBS PLATFORM A Single Workplace White & Share & Build Yellow Pages KeepInformed Get In Touch & Communicate Find & Publish In a User-friendly Environment10 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  11. 11. HOW HAS BEEN INTRODUCED “Breaking down silos.” “Changing our way of working.” “Company Facebook.” “Content driven.” “User owned.” “Relevant for YOU.” “Also non-work-related content.” “Chaos will rule.” “Open, till someone says ‘STOP’.” “NOT yet another intranet portal or IT tool.” “NOT another document storage system.” “If you’re not popular on Engage, you’re not relevant!”11 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  12. 12. April 6th, 2010: BETA LAUNCH 100 members 0 groupsApril 29th, 2010: SOFT LAUNCH 3,000 members 200 groupsJune 21th, 2010: OFFICIAL LAUNCH12,000 members 800 groupsApril 6th, 2011: 1ST ANNIVERSARY52,000 members 3,000+ groupsJanuary 23rd, 2013: NOT SO LONG AGO72,832 members 4,000+ groups12 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  13. 13. ENGAGE USAGE:AN ACTIVE COMPANY-WIDE COMMUNITY* 8% contributing 29% participating 38% active (*) 2012 averages 13 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  14. 14. ENGAGE USAGE:TOP GROUPS ACTIVITYBusiness Press Coverage IT Transformation/Our IT Naperville Swap & Shop 2320 active participating contributing 379 326 32.0 11.0 8.6 1.9 1.0 1.5 3.3 1.3 2.0 2.4 0.3 0.0 daily views daily likes daily responses daily revisions daily creations 14 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  15. 15. ENGAGE EVALUATION (AFTER 1 YEAR):COLLEAGUES TOLD US WE’RE ON THE RIGHT TRACK71%EASIER 55% EASIER 60% EASIER CONNECT | Easier to be more aware of other ALU areas COLLABORATE | Easier to find information and expertise CONTRIBUTE | Easier to reach, ask, share, advertise … 15 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  16. 16. LESSON LEARNED:SOCIAL MEDIA UNLEASH NEW MODELS OF IN-COMPANYCOMMUNICATION AND COLLABORATION f(2N) wiki f(N) f(2N) intranet 16 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  17. 17. LESSON LEARNED:BREAK DOWN ORGANIZATIONAL STRIPES & PINSTRIPES • Put people in touch with like-minded colleagues and peers • Allow them to share your experiences and learn from others • Allow them to collaborate and achieve common outcomes • Accelerate their learning and provides the opportunity to innovate • Validate and builds on existing knowledge and good practiceCommunities are not about bringing knowledge into theorganisation but about helping to grow (cross-organizational)knowledge that we can apply in our day-to-day business. 17 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  18. 18. LESSON LEARNED:CREATE A WIN-WIN MODEL FOR ALL STAKEHOLDERS Incentives for participating Obstacles for not participating • Expressing themselves • Motivating people to engage • Supporting others • Getting people to come back • Listening & learning • Finding time to engage • Sharing knowledge • Not finding the expected information • (Perceived) convenience • (Perceived) missing features • Recognition and/or (perceived) power • (Middle) management buy-in • The culture of the organization 18 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  19. 19. LESSON LEARNED:KEY COMMUNITY ROLES Endorses, enables and empowers the community, internally EXECUTIVE and externally. Is able to envision the value of the SPONSOR community over time to both the members as well as the organization. CHAMPION(S) Defines the community vision, focus, strategy, and direction. Energizes the collaboration process and provides continuous OR nourishment for the community. Communicates a sense of ADVOCATE(S) passion and guides the community towards its goals. MODERATOR Works directly with the champion and platform owner. Responds to the needs of the community and promotes OR tools, recurring events, regular communications, and FACILITATOR contributions. Selected subject matter experts that start discussions, help answer questions and assist the moderator to keep the KEY community active. Are expected to be present on CONTRIBUTORS community calls and at meetings and regularly contribute in threaded discussions 19 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  20. 20. LESSON LEARNED:FIVE STEPS FOR BUILDING A COMMUNITY 1. Identify the purpose and define the community 2. Find a sponsor and attract champions/advocates 3. Launch the community and develop the practice 4. Facilitate, manage and moderate 5. Monitor, celebrate and persist 20 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  21. 21. LESSON LEARNED:HOW TO INCREASE THE ‘ACTIVE’ PARTICIPATION RATE? As a community’s knowledge The more members a base grows, more members community has, the richer the will join to seek out that community’s knowledge base knowledge… becomes… The easier it is for members to As you connect content to connect, collaborate, and members and their profiles, contribute, the more members the more members will you will get and the richer the connect with each other and knowledge base becomes… form their own networks… A community usually needs at least 50 members, with 100 being a better target. 21 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  22. 22. LESSON LEARNED:RECRUITING COMMUNITY MEMBERS• Frequent executive reach out by the sponsor and advocate(s)• Post/submit articles on existing webpages, newsletters, blogs, etc. that reach your target audience• Use existing networks to inform possible members about your community• Suggest to those with questions or interest in your topic that they join your community• Participate to discussions in other communities, to promote you community• Request that links to your community be added on all relevant web sites 22 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  23. 23. LESSON LEARNED:STIMULATE CREATION OF “OPEN” GROUPS Join my list Join our community! Can I join your group? PRIVATE/SECRET MEMBERS ONLY OPEN Increased collaboration, transparency and trust 23 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  24. 24. LESSON LEARNED:ADOPT A ‘LIGHT GOVERNANCE’ MODEL • Control “code of conduct” • Sensorship + • Hiërarchy self-regulating • Over-design community • Tone of voice 24 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  25. 25. LESSON LEARNED:NURTURE EARLY ADOPTERS AND ADVOCATES Promote Use Share Help 25 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  26. 26. LESSON LEARNED:MONITOR, CELEBRATE AND PERSIST Monitor and measure the success of the community • Define and measure relevant and appropriate KPIs • Adjust/intervene when necessary Recognize and celebrate • Focus on people and culture, not on content • Recognize key community members or contributions • Extend community recognition to organization recognition • Celebrate successes made possible by the community platform Don’t give up • Recognize it will take time and resources, and that communities are not established ‘overnight’ • Make sure the key stakeholders understanding social media and get their hands dirty • Advocates play a key role in promoting and growing the community 26 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  27. 27. LESSON LEARNED:MEASURE REAL VALUE Facts & Figures Use cases & Success stories • Better understand • Identify, recognize, promote & your community celebrate success • Tune platform, tools • Replicate best practices and and processes increase community value“We saved 450 minutes/week in project status conference calls.”“Got better answers to questions in 30 minutes vs. hours.”“I have been working 11 years with this company and because ofEngage, I feel more connected with my colleagues now.”“I was able to contribute to new and different parts of business.”“Photography CoI led to a cost-saving idea: reuse employees’ imagesin marketing materials instead of paying for professional stock photos.” 27 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  28. 28. LESSON LEARNED:WORKPLACE 2.0 IS A JOURNEY, NOT A DESTINATION Blogs Fora Wikis 2008 2009 2010 2011 2012Sharepoint + Ask@Ben + Comment & Rating (Intranet) + Engage II (Jive 5) + Microbloging (Yammer) + ALU TV (Youtube like) + Livebloging, Livechat + Digital Workplace? + Social Sharepoint (pilot) + Café Wiki + Engage (Jive) + Café Engage + Home 2.0 28 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  29. 29. EPILOGUE:TOWARDS A DIGITAL WORKPLACE* The digital workplace partners, customers, competitors, opinion leaders, … The new intranet Social Engage for conversational and Real-time, constant movement, unpredictable community collaboration Collaboration SharePoint & Wikis Creative, coordinated, goal-oriented for team and project collaboration “Managed” (content, apps) Intranet Ex-Intranet for official & reference communication & information Authorative, stable, reference (*) based upon Jane McConnell’s model, http://www.netjmc.com 29 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  30. 30. EPILOGUE:IT, HR, CULTURE AND BUSINESS ARE LINKED 82% 77% 70% 67% Cultural Gurus Dinosaurs 13% 16% 11% 3% % who say there is % who say there is % who say HR has % who say there is a connection between a connection between more influence a great amount of IT tools, services IT tools, services and with regards to communication and policies and policies and employee technology decisions between business company culture recruitment or retention than 3 years ago leaders and IT Source: Alcatel-Lucent primary research (2012) 30 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  31. 31. EPILOGUE:SEVEN HABITS OF HIGHLY SUCCESSFUL COMPANIES1. They put high end mobile technology in the hands of their employees.2. They leverage the employees personal technology.3. They use IT to equip workers with useful tools and drive a healthy culture.4. They seek out leaders with poise, not drones who follow direction.5. HR and IT communicate to improve culture and recruitment/retention.6. They understand that employees need to take breaks.7. They are culture forward – success or failures are rooted in culture. 31 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  32. 32. EPILOGUE:THE WAY WORKERS CONNECT, COLLABORATEAND CONTRIBUTE IS CHANGING• Enterprise workers are becoming increasingly more self-sufficient with technology• Technology benefit is most pronounced in an open culture with minimal governance• IT and HR should not accom- modate tech revolutions – they should lead it! http://www.transforming-business.net 32 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  33. 33. 33 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.
  34. 34. marc.jadoul@alcatel-lucent.com http://be.linkedin.com/in/mjadoul Twitter: @mjadoul34 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2013.

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