BlogWell New York Social Media Case Study: Verizon, presented by Laurie Shook
 

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In her BlogWell New York presentation, Verizon's Portfolio Leader, Laurie Shook, explains how they implemented a social business platform for better enterprise collaboration. ...

In her BlogWell New York presentation, Verizon's Portfolio Leader, Laurie Shook, explains how they implemented a social business platform for better enterprise collaboration.

She shares their observations, results, and key takeaways from launching the internal communication system in 90 days.

Watch the video of this presentation here: https://vimeo.com/66653502

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BlogWell New York Social Media Case Study: Verizon, presented by Laurie Shook Presentation Transcript

  • 1. SocialMedia.orgVideo Case StudiesLaurie ShookWorking Together Better: Case Study onImplementing Enterprise CollaborationThis video is fromBlogWellSan FranciscoJune 20, 2011socialmedia.org/blogwellSocialMedia.orgCase StudiesThis presentation is fromBlogWellNew YorkApril 17, 2013socialmedia.org/blogwell
  • 2. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 1PTE15561 03/13Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.Working Together BetterCase Study on Implementing Enterprise CollaborationLaurie ShookVerizon EnterpriseApril 17, 2013
  • 3. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2The Challenge for Large Organizations:“Two-thirds of [social media’s] potential value lies in improvingcollaboration and communication within and across enterprises”--McKinsey Global Institute
  • 4. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 3Internal Collaboration Platform: Expected Benefits & Uses• Who to go to about what?• Ask the community– Can I sell…..?– When will X be available?– Reference customer for X product?• Celebrate successes• Customer & project collaboration• Team sites• Q&A on all hands meetings• Live conference updates• Executive customer visit notes
  • 5. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4Strategy & TimelineImplementingSalesforce.com(SFDC) CRMapplication acrossVerizon EnterpriseSolutions salesforce.LeverageSalesforce.COMChatter to enablecollaboration withinCRM & acrossbroaderorganizationAggressive 90 daylaunch windowOct. Evangelists;Nov. Managers;Jan. Remainder ofVerizon EnterpriseSolutions
  • 6. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5Launching the Chatter Application• Launched prior to SFDC• Established initial adopter groups• Used to communicate with sales HeroCommunity• Used to track issues during testing• Created Training video that was arequired course for sales organization• Developed “chattiquette”• Executive encouragement• Weekly Chatter Champion
  • 7. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6Observations• Mobile accessibility is critical• Sales force equipped withnew iPads concurrent withlaunch• App downloads “reminded”everyone else to do it• Desktop client also critical forongoing use• Challenge sustainingexecutive participation at highengagement levelMeet your new best friends: @ and #
  • 8. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7Results: GroupsHigh % Private GroupsPublicPrivate5093801002003004005006007008009001000Previous Post-ChatterExample: ProductGroup MembershipGrowth (UCCaaS Team)More than 3700+Internal GroupsFormed
  • 9. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8Internal Group Diversity• General Education– Alternative to internal employeeemail communication, newsletters• Customer opportunity– Can serve as meeting substitute• Product– Community Q&A• Departmental– Document sharing• Occasion specific– Tradeshows, collaboration• System help groups– Hash tags #HELP
  • 10. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9020000400006000080000MayJunJulyAugSepOctNovDecJanFebMarMeasuring Success: Regular Users and Content Creation020406080MayJuneJulyAugSepOctNovDecJanFebMar% Regular UsersContent CreationReached peak at62% regular users(defined as 13 daily log ins a month)Achieved goal:40k monthlycontributions(comments and posts)
  • 11. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10Key TakeawaysLink to ExistingApplicationsLeadershipInvolvementSimple &IntuitiveMobileAccess
  • 12. Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11Laurie Shook@LaurieShookLaurie.Shook@Verizon.com
  • 13. Learn more about past andupcoming BlogWellssocialmedia.org/blogwellThis video is fromBlogWellSan FranciscoJune 20, 2011socialmedia.org/blogwellSocialMedia.orgCase StudiesThis presentation is fromBlogWellNew YorkApril 17, 2013socialmedia.org/blogwell