Welcome to Enterprise 2.0
Using social media to address organizational priorities


Rob Lamson, Evan Metter

April 21, 200...
Today’s presenters

                        Rob Lamson is a Principal in our Boston office. He
                         i...
Today’s presenters

                        Evan Metter is a Change Implementation
                         Consultant in...
Today’s economy presents unique challenges for HR


                                     Lightening the Load -
           ...
The technological environment is also different now

            Your employees are using Web 2.0 tools already…



      ...
The confluence of recent changes calls for new,
more flexible tools in the workplace




                                 ...
Enterprise 2.0

   Enterprise 2.0 is the adoption of enterprise-grade Web 2.0 tools to address a
     variety of organizat...
Demystifying the technology and linking it to people

                                           Employee Experience
     ...
Cost Effective and Innovative HR Service
Delivery Solutions
Enabling a shared services center through wikis

                             Company looking to create a usable knowledg...
Using a wiki as a project management solution
                                        Streamline action items




        ...
Enabling intra-HR collaboration
through SharePoint
Enabling intra-HR collaboration through SharePoint
                    To enable an aggressive shift in global staffing a...
System Overview




      HR Work Center                                                                       Team Rooms
...
Enabling intra-HR collaboration through SharePoint




                            XY




                       XY




  ...
Communicating in Tough Times
Using Enterprise 2.0 Tools to Connect the Workforce
Connecting with employees is more important
than ever during this economic downturn

The current work environment is rife ...
Relationships are fundamental to the current and future
success of the organization

 Employees are watching their organi...
Enterprise 2.0 tools are all about relationships
  Enterprise 2.0 communication tools address a key element that tradition...
Implementation and outcomes

The model below shows the link between relationships and effective communication,
and how ado...
How to Get Started
Towers Perrin’s GATES method

 Goals – What do you want to
  accomplish with Enterprise 2.0
  tools? What problems are yo...
Towers Perrin’s experience: “Seeing Eye to Eye”

Goals: Communicate
  innovatively before an after our
  annual practice ...
Some thoughts in closing…




                                                              Proprietary and Confidential
 ...
Closing advice: Strategy

   Understand how this fits in to what you are currently doing.
                       What does...
Closing advice: Vendors

                       Decide if you need a stand-alone solution
                                ...
Closing advice: Vendors

         Consider setting up a true-to-life pilot before buying




     (but make sure you do it...
Closing advice: Vendors

          Make sure whatever you choose “plays well” in your
                     technology envi...
Closing advice: Implementation

                       Don’t invite people to an empty site.
                        You n...
Closing advice: Community Management

                       Gardening is a good metaphor




                            ...
Questions & Discussion…
Who can we contact for help?


Rob Lamson
 Towers Perrin – Boston
 Office – 617-638-3635

 rob.lamson@towersperrin.com
...
Towers Perrin’s 12th Annual HR Service Delivery Forum

 Please join us for Towers Perrin's 12th Annual HR Service Deliver...
Enterprise 2.0 - Using Social Media to Address HR Priorities
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Enterprise 2.0 - Using Social Media to Address HR Priorities

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This presentation explores the ways that strategic use of social media tools — and solid, related change management — can help your organization.

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Transcript of "Enterprise 2.0 - Using Social Media to Address HR Priorities"

  1. 1. Welcome to Enterprise 2.0 Using social media to address organizational priorities Rob Lamson, Evan Metter April 21, 2009 © 2009 Towers Perrin
  2. 2. Today’s presenters  Rob Lamson is a Principal in our Boston office. He is a member of Towers Perrin‘s Change Implementation practice.  Much of Rob‘s work has focused on improving HR service delivery by aligning HR strategy with business goals, assessing the cost structure of providing HR services, measuring the effectiveness of the HR function and identifying opportunities to leverage technology.  He has worked in a variety of industries managing large-scale global HR transformation projects and developing detailed business cases to support these efforts. Proprietary and Confidential 2 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  3. 3. Today’s presenters  Evan Metter is a Change Implementation Consultant in Towers Perrin‘s Boston office.  His area of focus is enhancing the effectiveness of organizations through improved organizational and process design as well as leveraging technology.  Evan is also one of the firm‘s leading thinkers in the area of Enterprise 2.0 (social media).  Through his client implementations he has gained an appreciation for the benefits these tools confer as well as the strategies companies pursue to ensure successful adoption. Proprietary and Confidential 3 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  4. 4. Today’s economy presents unique challenges for HR Lightening the Load - 1. Reducing HR spend by delivering cost effective and innovative HR service delivery solutions Talking with the Team – 2. Communicating with employees in a time of uncertainty (and crisis) Proprietary and Confidential 4 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  5. 5. The technological environment is also different now Your employees are using Web 2.0 tools already… 30 million + users The average user has more education and a higher salary than the 70 million + blogs growing 1.4 average reader of the Wall Street blogs / second. Journal. Over 50% of Americans aged 20-30 years old use Facebook. More than half of Facebook users are outside of college. It is the sixth-most trafficked site in the United States. As of May 1st, there were 2.4 million articles on Wikipedia in English, 684 million visitors every year and 75,000 active contributors. …they are wondering why the same types of tools don’t exist at work Proprietary and Confidential 5 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  6. 6. The confluence of recent changes calls for new, more flexible tools in the workplace Proprietary and Confidential 6 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  7. 7. Enterprise 2.0 Enterprise 2.0 is the adoption of enterprise-grade Web 2.0 tools to address a variety of organizational needs: employee engagement, communication, collaboration, learning and development Web 2.0 Enterprise Requirements Closed Community Integrated Workflow Processes Enterprise Grade Tools Organizational Priorities Proprietary and Confidential 7 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  8. 8. Demystifying the technology and linking it to people Employee Experience  Blogs  Wikis  Podcasts  Shared  Videocasts workspaces Communication Collaboration Enterprise 2.0 Social Categorization Interactions  Tagging  Social networking  Ratings  Network mapping  Social bookmarking Engagement Proprietary and Confidential 8 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  9. 9. Cost Effective and Innovative HR Service Delivery Solutions
  10. 10. Enabling a shared services center through wikis  Company looking to create a usable knowledge base to support their Employee Service Center The Issues  Needed to assimilate an acquisition into the existing Center (which already served 4 distinct business units)  Wanted to reduce costs in the Service Center which improving quality (e.g., consistency of answer) and efficiency (e.g., speed of answer)  Had no consistent documentation for Customer Service Representatives (CSRs) Information was in the current CSR‘s heads and scattered in binders   Had a short timeframe to complete the project  Towers Perrin introduced a wiki platform Overview of Our Solution  Used as the backbone for the knowledge base  Used as a project management tool to complete the project  In 8 weeks the team created: Results  A functioning knowledge base built on a robust wiki tool  An efficient process for writing knowledge articles  Nearly 500 knowledge articles  Company drastically improved orientation for new CSR‘s  And we did it without e-mail!  The wiki was an ideal knowledge base with a powerful search function (by keyword or by tag) Lessons Learned and useful cross-linking of answers  The wiki tool was more than a knowledge base – we used it as a project management tool to enhance coordination, increase transparency and create efficiencies among the team Proprietary and Confidential 10 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  11. 11. Using a wiki as a project management solution Streamline action items Collaborate on agenda creation Measure projects in real time Access meeting minutes Proprietary and Confidential 12 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  12. 12. Enabling intra-HR collaboration through SharePoint
  13. 13. Enabling intra-HR collaboration through SharePoint  To enable an aggressive shift in global staffing and product development capabilities, a Fortune 500 global The Issues & Goals technology company adopted knowledge sharing and collaboration as key strategic business priorities. In support, the HR function undertook a far-reaching effort to enable intra-HR collaboration and knowledge sharing with the goals of:  Creating transparency throughout the HR function  Enabling team-based collaboration and knowledge management  Facilitating the sharing of information between Centers of Excellence (COE)  Equipping HR Business Partners for more effective service delivery by creating a channel of communication between COEs and Business Partners to share tools, feedback and best practices  Bridging the gap with international teams by enabling local maintenance of local content and international access to global and regional specific content  Motivating timely maintenance of policies, web content, call center & communications  HR leveraged several existing technology platforms to meet its goals – Sharepoint, a web portal, and Overview of Our Solution Lotus Notes  A collaborative environment was built with two parts with different objectives:  Team Rooms (“Workroom”): Within COEs and project teams, enable team level collaboration, document management and project management, with the ability to easily ―publish‖ tools and resources for HR-wide consumption  HR Work Center (“Showroom”): Serving as the intra-HR portal, the site enables COEs to share the most commonly requested tools and resources, best practices, contacts, and other valuable information with the entire HR organization  Active participation in a system which is something ―extra‖ is near impossible to achieve Lessons Learned  Design for the basic user – complex functionality that most do not use is not a good investment  Do not be scared of collaboration and information sharing, they will ultimately enhance your HR service delivery capabilities  Over-invest in communications and change management Proprietary and Confidential 14 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  14. 14. System Overview HR Work Center Team Rooms Intra-HR Information Sharing Team-Based Collaboration SharePoint + Portal SharePoint HR Collaboration Up to date tools and resources from Enables COEs and project teams to: COE Team Rooms - organized by local, and Knowledge collaborate in teams, manage regional, and global content, ability to Sharing System documents, projects and find HR contacts by expertise, provide “publish” tools and resources directly content feedback, review and submit to the HR Work Center global best practices Dashboard Modules Workflow Integration Lotus Notes Simple and consolidated user access to HR Work Center and Team Rooms Receive HR Work Center feedback via email Proprietary and Confidential 15 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  15. 15. Enabling intra-HR collaboration through SharePoint XY XY Proprietary and Confidential 16 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  16. 16. Communicating in Tough Times Using Enterprise 2.0 Tools to Connect the Workforce
  17. 17. Connecting with employees is more important than ever during this economic downturn The current work environment is rife with anxiety and distraction for employees  Worry over their job security — and that of family members  Concern about the fundamentals Potential Rewards of Risks of Silence Strategies to Consider Proactive Communications Demonstrate leadership‘s commitment to Employer appears uncaring Lead with top-line, strategic messages to    and concern for employees reinforce the foundation and the value Leadership seems aloof and weak  proposition Reassure employees and squelch the  Rumors emerge and spread to fill the  rumors Craft messages carefully to ensure  void honesty and clarity — don‘t over- Be viewed as a good and fair employer  Employees make uninformed decisions  promise or ‗sugar coat‘ and do admit who provides helpful information and — e.g., over-insuring for health care uncertainty about some issues tools as well as direction and context and/or stopping their 401(k) savings Communicate personally — enable  Sow the seeds for the benefits of trust  When productivity and efficiency have  managers to dialogue with employees and transparency — set the company never been more vital to a company‘s — and reinforce through a mix of media up for long-term success, ensuring success, employees become distracted, employee loyalty and dedication Reiterate the value of high-potentials  morale is damaged and engagement suffers Avoid turnover, litigation and other Promote resources such as wellness   negative backlash programs, financial counseling and self- Valuable talent ‗checks out‘ and may be  service tools lost Leverage expert talent to plan and  implement effective communication, despite current resource constraints Proprietary and Confidential 18 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  18. 18. Relationships are fundamental to the current and future success of the organization  Employees are watching their organizations for signs that their organizations care about employee well-being and treat people fair, even during difficult times.  Creating a more transparent communication style can help to personalize leadership and engender trust  Just-in-time media solutions give employees the information they need quickly and convey a sense of inclusion (we are all in this together)  Leaders who maintain open lines of communication during tough times can:  Reap the benefits long-term benefits of a more engaged workforce  Stay on track to compete effectively when the economy revives Proprietary and Confidential 19 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  19. 19. Enterprise 2.0 tools are all about relationships Enterprise 2.0 communication tools address a key element that traditional, static, one-way communications miss – relationships – through the engaging, dynamic and flexible presentation of information and messages.  Enterprise 2.0 tools are familiar to employees, available to organizations and can be a rich channel through which organizations can reach employees.  These tools boast built-in benefits, unique to these tools (in comparison to other communication media):  Sets an informal tone  Provides an open, flexible platform with less structure and fewer rules about content  Messages seem less sanitized, yet more spontaneous  Offers means for all-way communication though employer created messages and employee generated content and comments  When used appropriately (right message, right time, etc), these tools can:  Lend credibility to messages  Foster trust between leaders and employees  Add a candid tone to communications  Give a sense of transparency Proprietary and Confidential 20 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  20. 20. Implementation and outcomes The model below shows the link between relationships and effective communication, and how adopting a communication media well-suited to manage relationships can drive desired outcomes. Drive engagement and retain key talent during tough economic times Foster sense of honesty, trust and candor between org and employees Adopt Enterprise 2.0 as a communication solution Understand link between relationships and org success Proprietary and Confidential 21 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  21. 21. How to Get Started
  22. 22. Towers Perrin’s GATES method  Goals – What do you want to accomplish with Enterprise 2.0 tools? What problems are you trying to solve? Audience – What group of people are you targeting? What are they ready for? What do they need to do to help you reach your goal? Technology – What tools best enable your goals and your audience? Engagement Strategy – How will you make the new tools stick Notice we don‘t start with and deliver the value you‘ve technology planned? Proprietary and Confidential 23 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  23. 23. Towers Perrin’s experience: “Seeing Eye to Eye” Goals: Communicate innovatively before an after our annual practice meeting and creating an experiential Enterprise 2.0 learning opportunity Audience: Business leaders and senior consultants Technology: Social network, forums, blogs, video-casting, podcasting Engagement Strategy  Phase I: Establishing Familiarity “I really like that the site allows us to feel more connected with colleagues and put a  Phase II: Retraining Behaviors face with a name. I think it helps build a  Phase III: Achieving Community more cohesive quot;teamquot; feeling across the  Phase IV: Sustaining Growth entire business.” Proprietary and Confidential 24 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  24. 24. Some thoughts in closing… Proprietary and Confidential 25 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  25. 25. Closing advice: Strategy Understand how this fits in to what you are currently doing. What does it replace? Proprietary and Confidential 26 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  26. 26. Closing advice: Vendors Decide if you need a stand-alone solution or a suite of tools? Proprietary and Confidential 27 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  27. 27. Closing advice: Vendors Consider setting up a true-to-life pilot before buying (but make sure you do it right to ensure an accurate evaluation) Proprietary and Confidential 28 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  28. 28. Closing advice: Vendors Make sure whatever you choose “plays well” in your technology environment… …and take the time to set it up properly Proprietary and Confidential 29 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  29. 29. Closing advice: Implementation Don’t invite people to an empty site. You need to seed some content. Proprietary and Confidential 30 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  30. 30. Closing advice: Community Management Gardening is a good metaphor Proprietary and Confidential 31 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  31. 31. Questions & Discussion…
  32. 32. Who can we contact for help? Rob Lamson  Towers Perrin – Boston  Office – 617-638-3635  rob.lamson@towersperrin.com Evan Metter  Towers Perrin – Boston  Office – 617-638-3785  evan.metter@towersperrin.com Proprietary and Confidential 33 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
  33. 33. Towers Perrin’s 12th Annual HR Service Delivery Forum  Please join us for Towers Perrin's 12th Annual HR Service Delivery Forum  When: May 31 - June 2, 2009  Where: Sheraton Society Hill, Philadelphia, Pennsylvania  Towers Perrin's 2009 HR Service Delivery Forum will highlight leading-edge HR service delivery practices and real-world client experiences to help you manage change in your company....and includes:  A highly interactive experience, with total attendance capped at 200 persons to ensure you're a participant, not a spectator  Presentations that focus on information exchange with peers who have actually quot;been therequot;  Almost exclusively case studies, profiling some of the past year's most innovative -- and successful -- HR service delivery projects  A focus on the practical nuts and bolts of quot;getting it done,quot; with blueprints, road maps and an emphasis on the change implications, as opposed to heavy theoretical discussions  A wide selection of breakouts, across a range of tracks and topics, to ensure that conversations are directly relevant to you (and your team, should you desire to bring others from your organization)  The first public release of Towers Perrin's 2009 HR Service Delivery Survey research results  Dozens of opportunities to schedule one-on-one sessions with Towers Perrin consultants and industry specialists in your area of interest  To register visit: https://www.my-hronline.com/hrservicedelivery/default.asp Proprietary and Confidential 34 © 2009 Towers Perrin Not for use or disclosure outside Towers Perrin and its clients
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