CONTENTS Internal communications Here’s our annual summary of the areas of internal communications which we saw 2012 summary grow in importance in 2012 and therefore the areas which look set to be key in 2013
CONTENTS CONTENTS 01 Digital Publishing 02 BYOD / In-house Corporate App Stores 03 Gamification 04 Digital Signage 05 Social Intranets 06 Video
CONTENTS 01 DIGITAL PUBLISHING 1.1 Digital Publishing In 2012 alone, it is estimated that some 118.9 million tablets will have been sold around the world (gartner.com); an increase of 98% on figures recorded in 2011. INTRODUCTION By 2014 it is predicted a huge figure of 370 million could be reached. Further research conducted by Click Software reveals that The below words from Tim Cook put the growth of the tablet into context: enterprise tablet adoption is expected to grow by almost “ 50% per year. As a consequence Through the last quarter (Q1 2012), I should many organisations are say, which is just 2 years after we shipped now publishing content as applications for tablet devices. the initial iPad, we’ve sold 67 million. It took us 24 years to sell that many Macs and 5 years for that many iPods and over 3 “ We thought we’d quickly look at the benefits of digital years for that many iPhones. publishing; for the employee and the employer. And also give attention to the preferred publishing solution…
CONTENTS 01 DIGITAL PUBLISHING 1.2 Employee benefits: Readers are able to experience rich media, such as video, audio and interactive graphics, creating an enhanced reading experience. Desired publications are simply a click away. Meeting employee expectations of always-available information. There is no longer the need to request and wait for the delivery of a publication. The tablet on which the digital publications are housed is portable, allowing employees to become completely mobile. Makes sharing information with fellow employees far easier (through email, social media). Also collecting/ book-marking articles to refer to later on, is much simpler than it would be for a printed publication.
CONTENTS 01 DIGITAL PUBLISHING 1.3 Employer benefits: Save time and money by reducing production and distribution costs of printed materials. Optimise organisational efficiency by delivering up-to-date content to employees. Very easy to edit existing publications. Able to easily notify employees when new and updated publications are ready for download, through push notifications. Increased level of reach. Not restricted by print run or delivery. Able to use analytics to track usage and optimise content over time. Able to add depth to articles, through videos or interactive features. Allowing more information to be made available then would be possible in a printed publication.
CONTENTS 01 DIGITAL PUBLISHING 1.4 Preferred publishing solution The dominant player in digital publishing is Adobe Digital publishing Suite, with the likes of Wired, The New Yorker and Vogue all users. Here are a few reasons as to why Back in May 2012 at Adobe’s annual Digital Publishing Summit, Adobe revealed: Adobe DPS is proving so popular with publishers... “ Digital Publishing Suite is the industry-leading cross- platform solution with 850 customers worldwide who • he fact that Adobe DPS is built T around InDesign means that have published more than 1,700 active applications Designers find it easy to use and can and delivered more than 25 million digital issues to therefore maximise their creativity. iPad, Kindle Fire and Android™ tablets since April 2011. • ublish once, deliver across all P “ Adobe is currently distributing 120,000 publications leading tablet devices (iPad, Android, Blackberry PlayBook, every day to tablet readers. and Kindle Fire). And it allows organisations to...
CONTENTS 01 DIGITAL PUBLISHING 1.5 …Publish content privately Of course when publishing corporate publications and internal There are a couple of approaches you can take with Adobe DPS when communications, security is a key concern. publishing privately. Both rely on the use of direct entitlement to control access, with the difference being in how the publishers branded viewer app is distributed. Either through an app marketplace or privately through a corporate intranet/FTP server/dropbox etc. For a more detailed understanding of publishing Without a shadow of doubt, digital content privately with Adobe Digital Publishing Suite, publishing is set to become a key feature then this article will tell you everything you need to of internal communications. And Adobe know. Click on the link below for the article. DPS looks set to continue to be one of the wwwimages.adobe.com leading publishing platforms.
CONTENTS 02 BYOD (Bring Your Own Device) / In-house Corporate App Stores
CONTENTS 02 BYOD / In-house Corporate App Stores 2.1 BYOD / In-house Corporate App Stores Introduction BYOD must be the hottest acronym in the corporate world right now. However, employees are not just bringing their own mobile devices to the workplace; many employers are now equipping their employees with them too. In fact, research from Forrester* indicates that by 2015 about half of the devices on corporate networks will be mobile. This soaring uptake of mobile devices in the workplace has already started to create a fragmented mobile application landscape, with many different apps being used within a corporate environment. Therefore it is of little surprise that many are suggesting that organisations need to put in place better systems for managing apps (in-house corporate app stores). *Forrsights Workforce Employee Survey, Q2 2012
CONTENTS 02 BYOD / In-house Corporate App Stores 2.2 So what are the key benefits of an in-house corporate app store? Once up and running, app stores are less of a burden on I.T departments. Instead of I.T needing to install applications to individual devices, an app store creates a central hub from where employees can download the apps for themselves. Making it far easier to distribute applications. Employees are empowered to quickly access and install applications from wherever they may be. This also increases work productivity. It ensures an organisations intellectual property is not available to everyone in a commercial app store. App installation and usage can be measured.
CONTENTS 02 BYOD / In-house Corporate App Stores 2.3 app store security Often technological change in organisations is met with initial concerns over security. However it would seem app stores have the answer for this too. Should a user leave the organisation, lose their device, or even have it stolen, the apps can be wiped remotely without effecting any personal information on the device. Apps that contain inappropriate content or malware can be blacklisted. Users download apps based on access rights. Not to forget, more hacking takes place on PC’s than mobile devices.* *Information Week, 2012
CONTENTS 02 BYOD / In-house Corporate App Stores 2.4 The revolution has started… There are a number of organisations that already have their own internal app stores. GE AND IBM ARE TWO OF THE WhirlWind is the name of IBM’s. Since EARLY ADOPTERS OF THE CORPORATE APP STORE launching in late 2010, more than 31,000 employees have used the system. The store General Electric launched their store in has also delivered a healthy return on investment, with marked improvements in 2009 called GE AppCentral. They’ve had BUT RESEARCH more than 350,000 app downloads.* BY SYMANTEC REVEALS the speed with which employees can access information, connect with users and perform other collaborative tasks.* 71% OF COMPANIES ARE CONSIDERING BUILDING ONE. It’s definitely an exciting area with huge potential for growth. *Why businesses are creating their own internal appstores, Venture Beat, 2012
CONTENTS 03 Gamification 3.1 TYPES of GAMIFICATION... In essence, really all it’s about is applying gaming techniques to non-gaming uses in an attempt to motivate participation, engagement and loyalty. We see there being 2 main forms of gamification: 1. Indirect / Soft gaming: Many intranets have adopted this form of gaming technique by using a points and reward system (status, badges etc.) that reflect a users behaviour and contribution to the network/business. You’ll find seven good examples of this here Badgeville is the leading provider of this type of gamification. In Late 2012 they teamed up with the huge enterprise consulting firm Capgemini to accelerate the adoption of gamification in the workplace. A clear hint that this form of gamification is moving beyond its experiential phase to widespread adoption.
CONTENTS 03 Gamification 3.2 TYPES of GAMIFICATION... 2. Direct / Hard gaming: These games are comparable to the digital games you’d play in the consumer world (e.g. Angry Birds). An example is Yahoo who created useful yet fun interactive games for their Ethics training, experiencing phenomenal results. You can read more about the campaign, along with other examples and information on gamifying communications, in Melcrum’s useful article here www.melcrum.com And not wanting to blow our own trumpet, but we created a set of digital games for Shell as part of a global information risk management campaign. So, we’re going to focus more on the design of direct games, given the experience we’ve had…
CONTENTS 03 Gamification 3.3 Why use games for internal communications? Most, if not all people enjoy playing games. Increases employee’s level of involvement with a campaign, as they are able to interact with the message itself. Ability to measure and track who has played the games and thus viewed the message. Great learning aid. If employees fail a certain element of the game they are given immediate feedback, information that they can then use when playing again, so will remember. This feedback is often as valuable as getting the answer right in the first place. Engages the younger generation of the workforce.
CONTENTS 03 Gamification 3.4 Things you should consider when developing games... Challenge: Too easy or too hard and employees will switch off. Progress: Incorporate levels, giving players the chance to unlock different sections. This keeps the games fresh and motivates players to play. Status: The use of leader boards can be incorporated. Often it’s best to show teams rather than individuals. No one wants to let their team members down. Reward: Ideally employees should experience the intrinsic reward of completion. But extrinsic recognition of their achievement is also needed, even if it’s just a congratulatory email or certificate. Avoid using games as the sole method of communication. They work best when introduced with other channels. Ensure the games are compatible with the various platforms that employees will try to access them on.
CONTENTS 04 Digital Signage 4.1 REASONS for DIGITAL SIGNAGE in INTERNAL COMMUNICATIONs: It can help communicate with those of the workforce that aren’t well connected to emails/intranet. Think of staff in production facilities or field technicians, or office based staff that are always in and out of meetings who find it difficult to check intranet/email updates. Can be updated easily and quickly with up to the minute information, whereas information in printed materials can quickly go out of date. The signage will broadcast dynamic, moving images that grab employees’ attention. Allows companies to tailor information to different audiences. Such as displaying performance details, training information or news relating to a specific department. Reduces the level of printed materials. Making it more cost effective and environmentally friendly.
CONTENTS 04 Digital Signage 4.2 How will this medium develop in the future? Whilst digital signage will grab employee’s attention, in order to truly engage the viewer with the message, the platforms needs to move away from displaying static messaging and looped videos, and focus on interactivity. Such as: a more natural user signage could be the use of Microsoft a viewer should be digital signage could interface, such sensitive to the viewer’s Kinect technology can able to share the recognise the employee as touch screen proximity. Adapting the allow the viewer to content on the digital as they approach and technology. content to the viewer interact and dig out signage to their smart display content that the closer they get. deeper content through phone or PC. is relevant to them. the use of hand Use of NFC or RFID gestures. technology can help achieve this. Clearly it is the interactive element of digital signage that will now be given focus in 2013.
CONTENTS 05 Social Intranets 5.1 Social Intranets INTRODUCTION The goal of an intranet is to provide employees But social networking on Sharepoint has never been with a place to locate relevant resources, great, as it requires extensive customisation or use content or people. The problem with a of add on products. That is supposedly until now… traditional intranet is that there is just too Sharepoint 2013, now with the integration of much information and inefficient processes Yammer, has become more of an enterprise social in place for employees to find what they are network in its own right. looking for. So employees tend to give up and never return. Yammers co founder Adam Pisoni explains briefly To help solve this intranets have now evolved into social intranets. The 2011 Social Intranet Study by Prescient Digital Media found that 61% of how their integration with Sharepoint is going to change things, and it brilliantly sums up what a social intranet is all about. “We’re going to flip the organisations are using at least one of the following social media tools; blogs, wikis, discussion forums, way businesses are social networking, instant messaging, RSS and user comments. working today – from top Of the above tools, social networking is the one where demand is the highest, as this is where down to bottom up “ organisations can improve collaboration in their Adam Pisoni workforce. At present, Microsoft’s Sharepoint is the leading collaboration software platform, with 70% of large organisations using it.* *AIIM Market Intelligence, The Sharepoint Puzzle, 2012
CONTENTS 05 Social Intranets 5.2 key ingredients FOR SUCCESS But even if Sharepoint is not used, for a social intranet to be successful it must comprise of three key ingredients… People: Executives need to Process: One of the main reasons Technology: We’ve already support an intranet more, primarily why organisations are reluctant to mentioned the key tools that are through active participation. Executives introduce a social intranet is the perceived available. A mix of them is best, but they are often the biggest barriers to success. risk. Therefore guidelines and governance must be right for the organisations needs. And for an intranet to be truly social, all are crucial. Also it must be easy to use and Blogs, forums and instant messaging employees should be given access to all/ accessible to employees from a range of are the dominant three at the moment. most of the social media tools. devices. And undoubtedly, things will go And there should be metrics in place to wrong in the early stages, but remember measure the success of each tool. this is just part of the process. It is still surprising just how few organisations have truly embraced a social intranet. The evolution of the intranet will prove to be a revolution in the way organisations communicate internally.
CONTENTS 06 Video 6.1 Video Introduction Whilst you might be thinking, “video? That’s not really a new trend, it’s been used for ages!” The other main benefits are: It’s included because undeniably it is growing in popularity due to the increasing ease of distribution. A video can be sent to employees via email, which if they want, they can view Far easier and quicker for the recipient to view on their phone. Videos can be placed on a companies website, intranet or a video sharing site the communication when compared to lengthy written communications. And therefore there’s a such as YouTube. And of course videos can be shown in meetings and presentations. greater chance of recipients fully taking in and Video has never been more accessible. understanding the message. A recent study from UK-based research firm Melcrum found that: “ 93% of IC teams now see video as an important tool, with two-thirds of The content of a video can be far more affecting, therefore increasing engagement levels. respondents planning to increase their budgets for video in the “ coming months. Video is cited as feeling more personal; therefore people tend to react positively to it.
CONTENTS 06 Video 6.2 Videos should try to be: Short and sweet. This is a key benefit of communicating through a video, so make sure you are taking advantage of it. Engaging. Yes the message within the video is key, but make sure the video grabs the viewers attention and keeps them watching. Humour, music, animation, anything from the norm can help achieve this. Easy to find. We talked about the ease of distribution earlier. So organisations should try different distribution strategies to see what works best. But… Clearly the effectiveness of videos will be greatly reduced if they are over used for the wrong things. There is a fine line. And you must be sure that video is the correct channel for the communication.
CONTENTS CONCLUSION We hope you found our annual summary of internal communications helpful. You can keep up to date with all of our internal communications thinking at our blog (rimadesign.com/blog). We post every Thursday, so you know when to About us… check in to find something new. We’re a 25 year old But to make sure you never miss a thing you can follow us on independent design agency Twitter @rima_design And linkedIn who specialise in corporate and internal communications. It’d be great to know what you thought about our annual summary. And of We work with a number of large course, if you’d like any further info or help on any of the topics covered then corporate clients and for a couple of please don’t hesitate to get in touch. them we are also responsible for their in-house design function. To find out a bit more about us then simply take a look at our website or Thanks! get in touch. firstname.lastname@example.org | Tel: +44 (0) 207 902 1310
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