1. © Pulsar Media
COMMUNITY MANAGMENT
KEY LEARNING WITHIN ALCATEL-LUCENT
Jerome Colombe
December 2011
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2. AGENDA
OUR TRANSFORMATION
ENGAGE COMMUNITY
HR COMMUNITY
© – Tom Purves
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3. CONTEXT OF OUR TRANSFORMATION
NEW COMMON OBJECTIVES
Transparency, openness, trust and responsibility
Collaboration and individual excellence
Sharing and best practices vs silos and duplication
Relevance and keep the goal
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4. THE ALCATEL-LUCENT 2.0 JOURNEY
Ask@Ben : Direct relation with the CEO with no filter (private)
Comments and rating on Intranet (no filter, no moderation) + Sharepoint 07
External social media presence (Blog, Twitter, Youtube) *
Launch Engage (Jive)
Connect.Collaborate.Contribute
2008 2009 2010
Blog
Forum Beta unified platform (Jive)
Wiki
Sharepoint
Internal Youtube, Livebloging, Livechat and Cafés Wiki
Benchmark and analysis internal 2.0 strategy
Microbloging (Yammer) : Silos breaking, expert relevance, spontaneous support
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5. OUR SOCIAL NETWORK PLATFORM (today)
60000 PROFILES
4000 GROUPS
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6. ENGAGE COMMUNITY
SERENDIPITY AND EXPERTS ROLE
If no solution is that there
is no problem.
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7. ENGAGE TODAY (1 YEAR OLD BABY)
USAGES & INTERACTIONS
60k
USERS
25% 6%
ACTIVE CONTRIBUTORS
4000
GROUPS/COMMUNITIES
1300
POLLS/SURVEYS
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8. CONNECT-COLLABORATE-CONTRIBUTE
PURSUE AND NURTURE THE ADOPTION
TYPE OF COMMUNITY
TYPOLOGY • Cross-organization, outside portfolio, non professional oriented
• Organic, Project, R&D, technology related
ORGANIZATION
COMMUNITY • Community Manager full time (2 experts – animation and tools)
MANAGEMENT • Advocates (20) et Group/Community owners (> 4000)
INTERACTION
SUPPORT • Support done by CM, Advocates, Group owners” and users
• Expert presence, Crowdsoursing principle
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9. COMMUNITY EXAMPLE
“GREEN” INITIATIVE & STRATEGY
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10. INTERACTIONS BETWEEN OUR COMMUNITY
INTENAL STUDY VISUALIZATION
NB: The name of the communities have been deleted for public release of this presentation
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11. HR COMMUNITY
STEP BY STEP EVOLUTION
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12. HR FRANCE COMMUNITY – JULIEN COTTE
EVOLUTION IN 2010 – EXTERNAL FOCUS
JANUARY 2010 | Forum@ALU France (workshops via FB)
APRIL | HR Community Manager nomination
MAY | Facebook and Twitter dedicated to HR France
JUNE | HR COMMUNITY LAUNCH
DECEMBER 2010 | College@work (workshops via FB)
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13. HR FRANCE COMMUNITY – JULIEN COTTE
YOUNG NEW HIRED EMPLOYEES – INTERNAL COMMUNITY
SEP 2010 | RECRUTING (100)
Community launch
Seminar (strategy & key learning)
Innovation Break initiative
DEC 2011 | End of the Community
DECEMBER 2011 | Launch of the 2012 Community
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14. HR FRANCE COMMUNITY MANAGER
BEST PRACTICES & OPPORTUNITY – JULIEN COTTE
HR GOALS & PROJECT MANAGEMENT
- HR Community visible and active in Social Medias
- Community strategy for new and young hired
- Enterprise discussion and debate facilitated
- Mentorat initiative, StrongHer support initiative
TOP GLOBAL HR COMMUNITY 2.0
FLOP - Lack of time to define target and objectives
REX - Importance of local dedicated initiatives
KEY LEARNING & OPPORTUNITY
- Just do it and accept potential errors
- Define a clear objective
- Understand your audience and their needs
- Mix between community IRL and virtual
- The HR role and its role has changed after this experience
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15. CONCLUSION: EVOLUTION PRINCIPLE
DOES IT APPLY FOR COMMUNITY MANAGER !?
© Honda
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16. NEXT STAGES
ADOPTION CONFIRMATION AND “DIGITAL WORKPLACE”
COMMUNICATION HELP AND SUPPORT
“ENGAGE” CAMPAIGN CROWDSOURCING
• Evengelization • The life of Engage
• New adapted tutorial • Best practices
• Clarify the ecosystem • Expert role and highlight
ANALYSIS ANIMATION
TOOLS & REPORTING CM ROLE AND ACTIONS
• Basic metrics • “Cleaning Day”
• Social Media oriented metrics • Dedicated training
• Data vizualization • Serendipity and support
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17. QUESTIONS ? – SOME COMMUNITY MANAGERS IN ALU
HR EXTERNAL ENGAGE
@JulienCotteALU @Lapeyrade @VSJem
GREEN INTERNAL
@JoelPagot @sYsIphe
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18. COMMUNITY MANAGER APPRECIATION DAY
23rd JANUARY 2012 - #CMAD et #CMGR
Source: http://en.wikipedia.org/wiki/Community_Manager_Appreciation_Day
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