A presentation about the importance of community management for enterprise social networks. The presentation includes a strategy to launch an enterprise social network but also tips and tricks for community managers.

1. Corporate Communications, Dennis Agusi, March 2012
Dennis Agusi
Corporate Communications
Enterprise Social Networking
The Importance of Community Management
March 2012

2. Corporate Communications, Dennis Agusi, March 2012
Today’s Agenda
2
How it
started
Community
Management
The power of
Integration
Q&A

3. Corporate Communications, Dennis Agusi, March 2012
A strong diversified industrial group leading in
health and well-being
Our mission: Improving people’s lives through meaningful innovation.
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4. Corporate Communications, Dennis Agusi, March 2012
How it
started
Community
Management
The power of
Integration
Q&A
Today’s Agenda
4

5. Corporate Communications, Dennis Agusi, March 2012
Powered by Comparable with
What is Philips Community?
Collaboration made simple
5
Today
31,036
members

6. Corporate Communications, Dennis Agusi, March 2012 6
We built Philips Community with influencers
 Including business impact analyses and privacy studies
 Enterprise private cloud
 Branding and design
Built Trained Shaped Launched
Built in 11 weeks
Trained our
influencers
Getting buy in
Launched via
word of mouth

7. Corporate Communications, Dennis Agusi, March 2012 7
We built Philips Community with influencers
 Inside a “test community” on functionalities and rules of engagement
 Held bi-weekly training sessions
 One-on-one session with our leaders
Built Trained Shaped Launched
Built in 11 weeks
Trained our
influencers
Getting buy in
Launched via
word of mouth

8. Corporate Communications, Dennis Agusi, March 2012
 Selected name “Philips Community” with “test community” via an ideation process
 Community provided feedback on important functionalities
 Training materials vetted
Built
Built in 11 weeks
Trained Shaped Launched
Trained our
influencers
Getting buy in
Launched via
word of mouth
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We built Philips Community with influencers

9. Corporate Communications, Dennis Agusi, March 2012
Built Trained Shaped Launched
Built in 11 weeks
Trained our
influencers
Getting buy in Launched via
word of mouth
9
We built Philips Community with influencers
 All communication done via word of mouth
 Targeted campaign towards MarComm community and Yammer participants
 Launched on May 1st 2010, first two weeks on invitation only

10. Corporate Communications, Dennis Agusi, March 2012
Empowering employees with training
One of the most popular intranet sites
Training site
With training videos, user
guides and promotional
toolkit.
On a monthly basis 2,400
visits. On average visitors
stay 13 mins. Over 26,000
unique hits.
The productivity office
facilitating trainings on
location and in native
languages.
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11. Corporate Communications, Dennis Agusi, March 2012
Today’s Agenda
11
How it
started
Community
Management
The power of
Integration
Q&A

12. Corporate Communications, Dennis Agusi, March 2012 12
It’s about relationships, not technology
Most companies approach
it as a technology issue
But it’s really about creating
relationships to address gaps

13. Corporate Communications, Dennis Agusi, March 2012
A community manager helps to fill in these gaps
Connects
people to
people
Encourages
sharing
Drives
conversations
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Comedian
Teacher
Helpdesk Troublemaker Coach
Is everywhere

14. Corporate Communications, Dennis Agusi, March 2012
Make it people focused!
Focus on relationships first, then technology
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Allow social groups
Make the team visible and approachable
Reach out via private messages
Disable and discourage functional
accounts

15. Corporate Communications, Dennis Agusi, March 2012 15
Use your ambassadors
They are your eyes and ears
Find your ambassadors
Find the people that are already
interested in social technologies
and put them together.
Create a private group
Give them exclusivity and
insights that are not public.
Really listen and follow up on
concerns and opportunities.
Use them to get to their teams
businesses, and countries.
Create strong relationshipsInvolve them
Keep them up to date with the
latest updates.
Ask them what they think
about potential new features
and ideas.

16. Corporate Communications, Dennis Agusi, March 2012
How do you engage senior leaders?
Make them want to be involved
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Focus on one leader with
a natural interest
Train your
communications network

17. Corporate Communications, Dennis Agusi, March 2012
Don’t forget your stakeholders
Team up with IT, legal, HR and supplier
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18. Corporate Communications, Dennis Agusi, March 2012
So you want to be a successful community manager?
Community managers should always…
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Bring the
offline world
online
Be passionate
Be patient
Be present
and
consistent
Manage
expectations
Use the
ambassadors

19. Corporate Communications, Dennis Agusi, March 2012
Today’s Agenda
19
How it
started
Community
Management
The power of
Integration
Q&A

20. Corporate Communications, Dennis Agusi, March 2012
Integrating social increases collaboration!
Enable collaboration and dialogue around company goals
Emails
Webcasts
Videos
Virtual Town Halls/
meetings/events
Blogs
Intranet
sites
Print
communications
Face-to-face
discussions
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21. Corporate Communications, Dennis Agusi, March 2012
Live updates
Enhance Intranet pages
with relevant dialogue
• Company stream
• Group stream
• Custom stream, e.g.
based on hashtag
(#topic)
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Live updates from a
stream related to the
content of your page

22. Corporate Communications, Dennis Agusi, March 2012
‘Like’ button and ‘Comment’ box
Encourage feedback and increase traffic
• When clicking on ‘like’
it pushes the link into
the activity streams
• Appropriate for news
and article pages
‘Like:’ Give employees
the opportunity to show
their support of content
‘Comment’ box: Enable
employees to engage in
dialogue around content
Huge increase in
traffic to intranet sites.
The intranet is
becoming more
visible by making it
more social
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23. Corporate Communications, Dennis Agusi, March 2012
‘Share’ and ‘Ask for help’ buttons
Facilitate support and increase traffic
Let employees play a
role in disseminating
information—and allow
them to share their
thoughts on it
Let employees request
and offer assistance
related to content
• Pushes link into the
activity stream
• Appropriate for static
content
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24. Corporate Communications, Dennis Agusi, March 2012
Today’s Agenda
24
How it
started
Community
Management
The power of
Integration
Q&A

25. Corporate Communications, Dennis Agusi, March 2012
Q&A
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26. Corporate Communications, Dennis Agusi, March 2012 26
It’s not about technology but about the people
dennisagusi
or
dennis.agusi@philips.com

27. Corporate Communications, Dennis Agusi, March 2012 27