Alcatel-Lucent: Engage within the Digital Workplace

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Engage within the Digital Workplace: If self-service was the solution?

Engage within the Digital Workplace: If self-service was the solution?

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  • 1. © ErikdegraafENGAGE WITHIN THE DIGITAL WORKPLACEIF SELF-SERVICE WAS THE SOLUTION?Jerome Colombe - @sYsIpheSocial Business Forum 2012 #SBF12 – Milan (Italy) 1 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 2. ALCATEL-LUCENTEmployees: 77,000+ Revenues: €15.3 billion R&D: €2.5 billion Nobel Prizes: 7 Russia Romania Ireland Poland UK Slovakia Canada Belgium France Germany Turkey USA Netherlands South Korea Italy Israel China Spain Taiwan India Singapore Brazil Australia Executive Business Centers Worldwide Presence Bell Labs Research Centers Product & Solution Employee Nationalities more than 130 countries Development Centers more than 100 IP Transformation Centers COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 3. AGENDA © Fotolia COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 4. ALU TRANSFORMATIONEVOLVING BY ITERATION 4 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 5. TRANSFORMATION IN LESS OF 2 YEARSOUR EQUATION: SIMPLE TRIGGERS A NEW GUY … … OLD WORDS TRANSPARENCY OPENNESS TRUST RESPONSABILITY “Call Me Ben” EXCELLENCE 5 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 6. ALCATEL-LUCENT 2.0 JOURNEY Blog Forum Wiki Sharepoint + Ask@Ben + Comment & Rating (Intranet) + Engage II (Jive 5) + Microbloging (Yammer) + ALU TV (Youtube like) + Digital Workplace + Livebloging, Livechat + Social Sharepoint (pilot) + Café Wiki + Engage (Jive) + Café Engage + Home 2.0 © Glennz 6 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 7. IMPACT ON ALU INTRANET ECOSYSTEMUSAGES & ACTIVITIES IN 201117HOME 2.0 Mvisits 6INTRANET 2.0 Mvisits 4 Mvisits SOCIAL / TV COLLABORATIVE 3500 VIDEOS (ALU TV) 7 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 8. OUR NEW DNA: ENGAGELEARN AS WE GO ALONG 8 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 9. 58000+ PROFILES 4000+ GROUPS 9COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 10. COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 11. ENGAGE PRINCIPLES ü  Adoption first ü  Community Manager ü  Advocates roles with ü  No Governance ü  No Filter ü  No Moderation ü  No R.O.I. © Fotolia COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 12. ENGAGE USAGE IN 2011USAGES & ACTIVITIES43ACTIVE % 25% PARTICIPATING 12% CONTRIBUTING 1300 POLLS/SURVEYS 12 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 13. HowENGAGE isevolving? © Fotolia 13 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 14. INTERACTIONS BETWEEN COLLEAGUESCONVERSATION GRAPH BY NUMBER OF REPLIES 5000 colleagues within 5000 discussions in 4 months COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs
  • 15. INTERACTIONS FOCUSTHE BLOG EFFECTS! A blog generates a lot of replies One of the node is a star! COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs
  • 16. SOCIAL INTERACTIONS INTRODUCE NEW METRICSTO ENRICH COMMUNITIES, EXPERTISES AND INFLUENCES COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs
  • 17. ENGAGE AS ENTERPRISE 2.0 LABSWHICH STILL REPRESENTS ALU CORE OBJECTIVES BUT 4000+ GROUP/ … TOP TAGS COMMUNITIES … MANAGEMENT MARKETING CUSTOMERS SERVICES SUPPORT INNOVATION COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 18. WhereENGAGEchanged rules? © – Tom Purves COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 19. © FotoliaCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 20. © Pulsar MediaCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 21. © L. MarkovichCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 22. © FotoliaCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 23. © FotoliaCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 24. COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 25. NEXT ITERATIONSSOME QUESTIONS … 25 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 26. © FotoliaCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 27. © FotoliaCOPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 28. Whatabout outdatedcontentafter 2 years? © Fotolia COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 29. Impact of migration vs adoption in Enterprise 2.0?COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 30. THE DIGITAL WORKPLACE STRATEGYOUR NEW INTRANET ECOSYSTEM STRATEGY (by Jane McConnell*) 30* More information: www.netjmc.com COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 31. SELF-SERVICE ECOSYSTEMAROUND ENGAGE• Intranet Light + Homepage II• Email & Office Collaborative tools• Quality search instead of quantity• Business @ Employee applications• Sharepoint• And a lot of “like” • Twitter Like • ALU TV II (Youtube like) • Slideshare like • Dropbox like • Scribd like • Survey like• Apps & Intranet marketplace• Database stores © Fotolia COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 32. NEXT ENGAGE STAGES IN 2012ADOPTION, MIGRATION AND DIGITAL WORKPLACE COMMUNICATION HELP AND SUPPORT “ENGAGE” CAMPAIGN CROWDSOURCING •  Orchestration •  The life of Engage •  Evangelization •  Best practices •  New adapted tutorial •  Expert roles and highlights •  Clarify the ecosystem ANALYSIS ANIMATION TOOLS & REPORTING CM ROLE AND ACTIONS •  Basic metrics •  “Cleaning Day” •  Social Media oriented metrics •  Dedicated training •  Data visualizations •  Serendipity and support 32 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 33. © ParamountENGAGE is like a box of chocolates, we never know whatwe’ll get … but we want continue to taste it! COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 34. 34COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 35. ANNEXES 35 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 36. CONNECT-COLLABORATE-CONTRIBUTEFROM ADOPTION TO EFFECTIVE COLLABORATION TYPE OF COMMUNITYTYPOLOGY •  Cross-organization, Business, Non professional oriented •  Organic, Project, R&D, Technology related ORGANIZATIONCOMMUNITY •  Community Manager full time (2 experts – animation and tools)MANAGEMENT •  Advocates (20) et Group/Community owners INTERACTIONSUPPORT •  Support done by CM, Advocates, Group owners and Users •  Expert presence, Crowdsoursing principle 36 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 37. BEST PRACTICES ALU BENEFITSTHE SIDE OF LIGHT RESTRUCTURING THE INTERNAL COMMUNICATIONS -  Review of the relevance of internal channels -  Mainstreaming discussion and collaboration COMMITMENT IMPACTS TO CONVINCE AND HELP COLLEAGUES & -  Organization of “Cafés Engage” in several countries USAGES -  Birth of initiatives directly and only within “Engage” -  Get help managed by advocates and users EMERGENCE OF CROWDSOURCING PRINCIPLES -  Confirmation of existence and importance of experts -  Use of expertise to start or amend ideas & documentation -  Managers encourage to participate and get new ideas 37 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 38. RISKS AND PITFALSTHE DARK SIDE COPYCAT FORMER HABITS -  Temptation to recreate / clone / migrate Intranet -  Return of new silos (via group vs community) -  Official versus UGC for communications BYPASS ORGANISATION DECISIONS TACTIC -  Challenge all decisions made before & -  Need of full transparency even on “sensitive” topics CHANGES -  Express and questions on re-organizations QUESTIONNING IMPACTS FOR SOCIAL NETWORKING -  Place of anonymous in the debate (representativeness) -  Overload of information (expressing of feeling) -  Outdated and unconcluded threads 38 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 39. PROGRESSIVE & PRAGMATIC USAGESSOME EXAMPLES PASSION GET HELP PHOTOGRAPHY EMPLOYEE TO EMPLOYEE UNIVERSAL TOPIC SUPPORT •  Theme of the month •  CM|Advocates|Users on duty •  Tips & Ideas •  Café Engage •  Amélie Poulain @ ALU! •  Guidebook •  Engage: the platform life ENGAGE INSIDE SUCCESS STORIES FOOJ WITH ENGAGE PRODUCTIVITY | IDEAS DEVELOP WITH ENGAGE ENGAGEMENT •  No governance •  Email usage re-visited •  Data visualization •  Think Out Loud •  Bell labs & R&D integration •  Tagging and search •  Unique Communications •  Social Media Ninja channel (e.g. Earnings Q&A) •  Sales & Marketing 39 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 40. NEW OPPORTUNITIESTHE POWER OF THE CONTENT (finally!) FOR COMMUNICATIONS | Perspectives •  Integrate individual communications within the global one •  Re-focus the importance of tagging and opting-in for individuals •  Reduce the noise and bet on serendipity to spread up information •  Community manager as new communication manager ORGANIZATIONS | Initiatives •  Faster consideration of reality of the field •  Influence of community in decision making •  Review of Marketing-Communications “deliverables” •  Advocates and Experts in front to help and support INNOVATIONS | Speed of ideas •  “Fly our own jet” strategy •  Integrate external collaboration within internal •  Immediate success stories sharing •  Integrate “Engage” within Bell Labs initiatives 40 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
  • 41. INTERNAL SURVEY AFTER 1 YEARWHAT THINK OUR COLLEAGUES?71%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 … 41 COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.