Social Media Briefing It’S Different @Work Attendee Version

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Towers Watson Social Media in Employee Engagement, Breakfast Briefing 17 May 2011

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Social Media Briefing It’S Different @Work Attendee Version

  1. 1. It’s different @work Can social media build employee engagement?Social media briefingAndy Blacknell, Kate Robinson, Nigel McNeil, Paula Robertson17 May 2011 towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  2. 2. A Framework for Social Media (but don’t call it that) Social Social profile management such as Mysites, Facebook and networking LinkedIn for the discovery of people and expertise Tools such as wikis, blogs, instant messaging and Social crowdsourcing which allow users to interact to achieve acollaboration common goal or find an answer (doodle, wordpress) Technologies that assist communities in pooling individual Social content into a usable and community accessible repository publishing such as YouTube and flickr Gaining feedback and opinion from the community on specific Social items as witnessed on YouTube, flickr, Digg, Del.icio.us, itunes feedback and Amazon Technologies which allow individuals to interact with each Social other online in a gaming environment such as World of gaming Warcraft or Zygna gamestowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 2 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  3. 3. Agenda Introduction The organisational perspective GSK An interview with the Department of Health Towers Watson’s perspective Focus on the world of pensions ITV case study Aviva case study The pension industry Best practice Closetowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 3 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  4. 4. Consumer-Grade Tools Are Becoming a RequirementRather Than an Option(akin to e-mail 20 years ago) Employee expectations are higher now than ever before. This is a fundamental shift. Information and knowledge has become the most important asset. The key is leveraging it best. Teams have become more virtual and are expected to produce more with less. The expectations of management is that geography is not a barrier. Structures can do scale and intimacy at the same timetowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 4 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  5. 5. Inside and Outside the Firewall Employees are collaborating regardless of 110 million + users The average user has more education and a higher whether or not the salary than the average reader of the Wall Street Journal organisation provides the [secure] tools Millennials expect these 1 in every 11 people on Earth capabilities (96% have 35+ demographic represents joined a social network) more than 30% of the entire user base As of 13 May, there were 3.6 million articles on Wikipedia in English, 684 million visitors every year and 91,000 active contributorstowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 5 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  6. 6. Why is it different at work? We have a great opportunity given the technology people are using @home Intranet has fallen behind internet Internet – survive or die Intranet – no competition and little innovation Our trust level is higher @work (the hygiene is higher)BUT The business case for social media is poor or non-existent And organisations are losing the engagement battle @worktowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 6 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  7. 7. Towers Watson’s perspective The power of today’s HR portal and social networkingSocial media briefingPaula Robertson17 May 2011 towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  8. 8. Technology Options Portals Social Software Source: Gartner Group.towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 8 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  9. 9. 1. Users Want an Integrated Experience • Main Home Page • Permanent Central Portal, Search, Enterprise Browse • Global homepage and other global applications • Personalized for the user, small areas are customizable • Region/Business/Company-Wide Dept. Sites • Set up as permanent sub-areas of the portal • Business/Region/Department news, goals, applications • Personalized for the user • Project Sites, Team Sites and Workspaces Connecting People as Groups and Teams • Set up as semi-structured collaboration areas • Replacements for “eRooms” and other collaboration sites • Most members would see the same thing (depending on security) • Subsets of Group/Office/Team sites • Short-lived collaboration sites • Only a private view • My Sites Connecting People to People • Compulsory Public (profile/directory) • Optional private view (My Site) • Skills, Bios, Networking, Corporate Facebook, etc. • Some mandatory information, but a lot of choice – highly customisabletowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 9 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  10. 10. 2. Tools in the Workplace Are Social and Collaborativetowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 10 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  11. 11. towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 11 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  12. 12. Align to Corporate GoalsSample corporate goals and alignments Increase shareholder valueCorporate goals Recruit and Promote Reduce costs Increase sales retain top talent innovation More Better Establish Social efficient collabo- Consumer Better tools Better info Better lead strong Harness sharing for media online ration and grade and info for to sales sales people-to- collective communi- reuse of experience managers people people intelligence returns cation information people connectiontowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 12 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  13. 13. Where to start Promote sharing with easy social authoring Informal Easily navigate resources with pervasive tagging knowledge Find better answers faster via user feedback Connecting users through enhanced profiles Social Staying up-to-date using newsfeeds and alerts connections Make expertise discovery easy across the enterprise Work with peers whether online or offline Participation Collaborate on the go through the mobile UI anywhere Enrich existing applications with social contexttowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 13 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  14. 14. Getting Started Build Buytowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 14 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  15. 15. Our Multi-Channel Approach For SuccessInterface – information architecture, taxonomy, navigation, usability, graphic design, search, personalization, customization, log-inTechnology – Microsoft SharePointStrategy – Prioritization, options, phasing, measurement, timingContent – who, what, where, when, howOperations & Governance –roles and responsibilities for short-term and long term operationstowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 15 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  16. 16. What’s Next… $ myPaycheck myBenefits Plans myReview myRetirement 18 Life Eventstowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 16 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  17. 17. Focus on pensions How is social media being used in the world of pensions?Social media briefing17 May 2011 towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  18. 18. towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 18 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  19. 19. Case study: Aviva A viral campaign – create debatetowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 19 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  20. 20. Case study: Aviva, a viral campaign – create debate ? Intrigue Debate Explore Control “What’s this Staggered External No hand about?” ecard release website; portal holding Avoid the Send to a to existing Encourage ‘pension’ word friend; online Aviva employees to Limited ‘official’ employees in tools create their own branding control Hidden links reality Shaped by employeestowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 20 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  21. 21. towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 21 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  22. 22. Best practices and tips Driving adoptionSocial media briefing17 May 2011 towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  23. 23. Trust your employees If you start with the basic premise that “People do not set out to get fired” then you can look to sensible content monitoring activities without losing the authenticity or encouraging anarchy. You need to educate the employees at the same time Talk to your employees to get their input Give employees a lot of control Dont make online interactions anonymous If they are anonymous, moderation is usually neededtowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 23 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  24. 24. Talk about the business outcomes, not the technology Proposing a “blog” can elicit an immediate negative reaction from senior management; proposing “a collaborative online project journal for all employees” is much less threatening. Senior leaders focus on business outcomes They may have heard of negative experiences from blogs, wikis etc. and immediately dislike them Depending on the audience you may not even use the term social media; it may become online collaboration and information sharing.towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 24 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  25. 25. Use an authentic voice If you start with the basic premise that “People do not set out to get fired” then you can look to sensible content monitoring activities without losing the authenticity or encouraging anarchy. Tempting as it can be, social tools need to be kept free of “corporate spam” Pasting a press release into a CEO’s blog loses all credibility very quickly!towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 25 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  26. 26. Pilot your programs Unlike many corporate initiatives, social media can be very effectively launched through small pilots which quickly expand. Finding a good program and a good group to pilot with can be challenging, look for groups which have some good community spirit and rapidly embrace new technologies Find your champions quickly and leverage themtowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 26 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  27. 27. Usability is critical Google help pages are rarely used; iPods don’t come with manuals. Good usability means you can just work out how to use it. User training should be in the form of Just In Time (JIT) training with tips easily available at the point of entry Training as short videos is very effective Should you even need training or ‘ambassadors’ and ‘floor walkers’?towerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 27 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  28. 28. Make it all about the people We are all social beings and we like interacting with other people. Focus on the people side of communication and use narrative styles wherever possible. Not a “Leadership blog”, it is “John Smiths diary” Interviews with people are much more powerful than abstract presentations Lists – 5 things to ask me Make it all about metowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 28 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt
  29. 29. Continue the debate on LinkedIntowerswatson.com © 2011 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only. 29 V:_Towers Perrin InternalXLOBTatiana EstévezClient EventsSocial Media Breakfast Meeting - 17 May 2011Social media briefing_it’s different @work - v1-0.ppt

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