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From 0 to 50K Users (2011)

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"Alcatel-Lucent's Engage Platform - From 0 to 50,000 users in One Year", prepared for the Belgian WikiPodium, May 2011

"Alcatel-Lucent's Engage Platform - From 0 to 50,000 users in One Year", prepared for the Belgian WikiPodium, May 2011

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From 0 to 50K Users (2011) From 0 to 50K Users (2011) Presentation Transcript

  • ALCATEL-LUCENTS PLATFORMFROM 0 TO 50,000 USERS IN ONE YEARMarc Jadoul ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • Social media have permanently andprofoundly changed the way we communicate… … but also the way we work !?2 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • In today’s Facebook era, employees know less about their co-workers than about ‘friends’ they haven’t seen in 10 years.3 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • 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.4 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • E-MAIL AND TRADITIONALCOLLABORATION TOOLSAREN’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 2011.
  • AND THEN MY COMPANY LAUNCHED A NEW PLATFORM 6 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • Wait !? Haven’t we already got a few of these?7 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • 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 2011.
  • 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 2011.
  • , 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 2011.
  • 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 2011.
  • 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 groups12 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • A TYPICAL WEEK IN 2011: BEATING THE 90-9-1 RULE 5.4% contributors 23.5% consumers 71.1% lurkers 13 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • “I want this company to be known for one word, and that is: TRANSFORMATION.” Ben Verwaayen, CEO“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.”14 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:SOCIAL MEDIA UNLEASH NEW MODELS OF IN-COMPANYCOMMUNICATION AND COLLABORATION f(2N) wiki f(N) f(2N) intranet 15 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:THE HOUSE CAN ONLY BE BUILD WHILE LIVING IN IT connect contribute collaborate 16 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • 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 • (Perceived) missing features • (Perceived) convenience • (Middle) management buy-in • Recognition and/or (perceived) power • The culture of the organization 17 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:THREE PILLARS OF SUCCESSFUL CONTENT COPs COIs Blogs 18 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:BREAK DOWN ORGANIZATIONAL STRIPES & PINSTRIPES Communities of Practice • Put you in touch with like-minded colleagues and peers • Allow you to share your experiences and learn from others • Allows you to collaborate and achieve common outcomes • Accelerates your learning and provides the opportunity to innovate • Validates and builds on existing knowledge and good practice CoPs are not about bringing knowledge into the organisation but about helping to grow (cross-organizational) knowledge that we can apply in our day-to-day business. 19 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • 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 20 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:KEEP IT SIMPLE, STUPID • Design for adoption • Less is more • Begin VERY simply • Allow customization & personalization 21 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:STIMULATE AND ENFORCE TAGGING AND PROFILING I know all about IPv6 spoofing… I love watching pictures… 22 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:ADOPT A ‘LIGHT GOVERNANCE’ MODEL • Control “code of conduct” • Sensorship + • Hiërarchy self-regulating • Over-design community • Tone of voice 23 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:EXECUTIVE SPONSORSHIP/PARTICIPATION IS KEY 24 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:NURTURE EARLY ADOPTERS AND ADVOCATES Promote Use Share Help 25 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • LESSON LEARNED:MEASURE REAL VALUE “Hard numbers” may be misleading. Instead, anecdotes about successful (or failed) knowledge reuse, stories of productive (or unproductive) collaborative projects, and surveys of employee and customer satisfaction are often the best indicators of value Don Cohen, HBR, 2006 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 26 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • CONCLUSION:THIS IS ONLY THE BEGINNING … WHAT’S NEXT? • Getting from “an exciting new toy” to a “can’t miss this for my daily business” tool • Sharing more knowledge, reaching more people, finding information more quicky • Growing the number of active contributors and consumers, and get ting the laggards engaged • Increase awareness and develop the Alcatel-Lucent community beyond the professional context… 27 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • DEMO time28 | ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.
  • ALL RIGHTS RESERVED. COPYRIGHT © ALCATEL-LUCENT 2011.