Exploring the Future Potential of AI-Enabled Smartphone Processors
Driving Business Value with Enterprise Social
1. Driving Business Value with
Enterprise Social
February 28th, 2013
Speakers:
Charlene Li, Roland Hulme, Bryony Cole
2. Speakers
Bryony Cole
Charlene Li Roland Hulme Senior Customer
Analyst and Author Social Media Manager Success Manager
3. Driving Business Value With
Enterprise Social
Charlene Li, Founder & Analyst, Altimeter Group
@charleneli | charlene@altimetergroup.com
Yammer Webinar | #yamvalue
5. CURRENT STATE
MAKING THE CASE
HOW TO MOVE FORWARD
#yamvalue
6. The Evolution of Collaboration
Knowledge Collaboration Enterprise Social
Management Platforms Networks
#yamvalue
7. Top Goals Revolve Around Sharing
“How important are the following goals in your decision
to deploy an enterprise social network, on a scale of 1
to 4?”
Sharing of best practices 3.48
Improve employee collaboration 3.42
Facilitate cross-department collaboration 3.41
Facilitate collaboration within a dept/team 3.26
Support a strategic transformation 3.18
Identify expertise around the company 3.14
Create a virtual watercooler 2.93
Improve a specific business process 2.91
Reduce internal emails 2.56
Reduce volume of meetings 2.38
Increase employee retention 2.24
Base: 44 companies with more than 250 employees
#yamvalue Source: Altimeter Group, ―Making the Business Case for Enterprise Social Networks‖, February 2012
8. Impact is Only Moderate
“How much impact has the enterprise social network
platform had on your organization in the following
areas? (Scale of 1 to 4)”
Improve collaboration between dept/teams 2.91
Find experts or share expertise 2.79
Create a virtual watercooler 2.77
Sharing of best practices 2.66
Support a strategic transformation 2.35
Reduce internal emails 2.08
Streamline a business process 1.97
Faster decision making 1.95
Reduce volume of meetings 1.84
Employee retention 1.63
Base: 77 companies with more than 250 employees
Source: Altimeter Group, ―Making the Business Case for Enterprise Social Networks‖, February 2012
#yamvalue
9. Most Organizations Admit They Measure Poorly
“How well do you feel your organization is
measuring the impact of enterprise social
networking?”
35.7%
33.3%
31.0%
0.0%
Measures very poorly Measures somewhat Measures somewhat Measures very well
poorly well
Base: 42 companies with more than 250 employees
#yamvalue Source: Altimeter Group, ―Making the Business Case for Enterprise Social Networks‖, February 2012
10. Lack of Metrics Means Business Impact Goes
Unmeasured
“How do you measure the impact of enterprise social
networking in your organization?”
52%
43%
29%
26%
19%
10%
7%
Frequency of Percent of Executive Improve a Reducing Reduced Financial
use employees engagement specific internal email employee results
using it and usage business turnover
process
Base: 43 companies with more than 250 employees
#yamvalue Source: Altimeter Group, ―Making the Business Case for Enterprise Social Networks‖, February 2012
11. CURRENT STATE
MAKING THE CASE
HOW TO MOVE FORWARD
#yamvalue
12. Four Ways To Drive Business Value
1 Encourage Sharing
2 Capture Knowledge
3 Enable Action
4 Empower Employees
#yamvalue
13. 13
Encourage Sharing
1 •
•
•
•
•
Creates two-way dialog
Makes business personal
Reduces distance to leaders
Connects globally
Forms private groups
#yamvalue
14. ―[The ESN] enables senior management to
understand what people on the front lines
are thinking—and conversely, for people like
sales reps to understand what management
is thinking.‖
Laurie Hibbs
Director of HR
LexisNexis UK & Ireland
#yamvalue
15. Capture Knowledge
2 •
•
•
•
Identify expertise
Avoid duplication and have
better coordination
Transfer knowledge
Improve best practices
#yamvalue
16. ―Enterprise social helps us effectively
harness knowledge in a cost-efficient
manner.‖
Dennis Story
CFO, Manhattan Associates
#yamvalue
17. Enable Action
3 •
•
•
Solve problems faster and better
Bring outsiders in
Streamline processes
#yamvalue
18. ―Retail is a very dynamic environment.
Keeping up with changes and staying on
trend is essential…with the appropriate
input from a broad group of
employees, we solved the
problem, saving us at least six weeks of
headaches.‖
Andy Hedges
Director of Shopping Center
Management, Westfield
#yamvalue
19. Empower Employees
4 •
•
•
Give employees a voice
Make meaningful contributions
and innovations
Increase engagement, satisfaction,
and retention
#yamvalue
20. "Yammer lets us engage
employees and partners in a way
that is not only compelling for
them, but best of all, creates value
for our members."
Greg Moran
SVP & CIO, Infrastructure
and Operations, Nationwide
40% of the company’s top leadership is on
the Nationwide network.
#yamvalue
21. CURRENT STATE
MAKING THE CASE
HOW TO MOVE FORWARD
#yamvalue
22. Four Parts of Social Collaboration Strategy
Objectives Metrics Relationships Technology
#yamvalue
23. #1 Have Clear Objectives
Identify and prioritize
the gaps that
relationships can fill.
Design your long-term
goals for the ESN with
purpose.
Paint the future path in
gold for employees.
#yamvalue
24. #2 Put the Right Metrics in Place
Measure gap
closing, not
engagement.
Track
relationships, not
conversations.
#yamvalue Image by StreetFly_JZ used with Attribution as directed by Creative Commons http://www.flickr.com/photos/streetfly_jz/2760882758
25. #3 Invest in Relationship Management
Budget, staff, and
resource appropriately.
Get executives
involved.
Foster transparency to
create an open culture.
Create incentives and
rewards for
participation.
#yamvalue
26. #4 Prioritize Technology with Relationships in Mind
Choose based on the
relationships you want
to build, not features.
Prioritize based on
your objectives and
need for integration.
Have simple
guidelines in place.
Invest in evangelists.
#yamvalue
29. Driving value with Yammer
Team Collaboration Employee Engagement
Connect Empower employees with a
employees, customers, and voice and encourage them
partners to get work to make a difference.
done, faster.
Connected Organization Business Agility
Bring your traditional Innovate and adapt when
intranets to life with launching new
social, mobile and business products, merge cultures
data. during an acquisition, and
accelerate your
transformation.
#yamvalue
32. Technology limitations
Limitations of our traditional intranet
Accessibility
Resources
Content publishing
No directory
One-way communication No engagement
#yamvalue
33. Teams were siloed
Very
32%
Engaged
Wavering
43%
Engagement
Disengaged 12%
Very
14%
Disengaged
Employees wanted one place to connect & learn
#yamvalue
34. Why Yammer?
It was easy and worked
› For users: viral adoption, rapid growth, usability
› For IT: secure and private, exceeded requirements
› For the business: to serve key initiatives and company goals
#yamvalue
35. Driving value
Greater alignment to Career development &
company goals & initiatives professional growth Faster answers
Open communication
Faster, more effective
on-boarding
Unified culture Reduced IT costs and
response time
Increased agility & Improved
responsiveness team collaboration
Time Savings Idea sharing
& innovation
#yamvalue
36. Connecting global teams
“For me the biggest benefit of Yammer is the
fact is it is an open window to the rest of the
group.”
Yann Boutin, Marketing & IT
Director, Tyco Fire & Protection
Services
“We were trying to gather the list of stadiums via
email for a year. But by using the Tyco Yammer
Network, we were able to gather it in one week.”
Ricardo Macedo Soares, Sales & Business
Development, Tyco Security Products
#yamvalue
37. Empowering employees
"To have a platform where everyone can share information is invaluable. When I
get onto Yammer, I feel empowered, energized and that this platform really works
for me.”
~ Jason Wicker, Technical Recruiter, Tyco
#yamvalue
38. Building a unified culture
"Yammer's a vital part of our
transformation to the new Tyco.“
~ Ira Gottlieb, VP of Global Communications
#yamvalue
40. How did we get here?
Identify stakeholders
Map Identify advocates
Assign teams
Audit resources
Plan Assess how
Prioritize when and what
Involve and motivate across Tyco
Move Create compelling tactics
Build to the main event
Timeline: June 29 – Oct 1
JUNE JULY AUGUST SEPTEMBER OCTOBER
Day One
#yamvalue
41. Results
Moving the Intranet to Yammer had the following affect:
50,000
45,000
40,000
35,000
30,000
25,000
20,000
Before Migration
15,000
10,000 After Migration
5,000
0
#yamvalue
42. Results Cont.
Overcoming skepticism
Moving the Intranet to the Tyco Yammer Network helped legitimize the network
in the eyes of our more skeptical employees, and as a result drove significant
additional enrollment. We gained almost 4,000 additional users since the
launch of the Intranet on the TYN.
Central access point for resources
Employee resources now could only be accessed via Yammer. This aligned
with our other Yammer-centric communications strategies, including making
our weekly newsletter feature excerpts from articles, with links to the whole
article on Yammer. As a result, we passively forced employees to become part
of Yammer to access our content.
Continued migration
Looking forward, we intend to migrate more content into the Yammer
platform, including Intranets from different business units, and more and more
SharePoint sites.
#yamvalue
43. Sign up today!
www.yammer.com
Request a free consultation:
1-888-926-7377
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44. Upcoming Webinar
Driving team productivity with enterprise social
Featuring: Rob Koplowitz and Booz Allen Hamilton
Thursday, March 28th
#yamvalue
Single slide with 3 columns - 1st is old knowledge management (lots of text files everyone hated), 2nd - network image collaboration platforms in terms of Jive (forums, file mgmt) - Third is ESN - something with a lot of mouths talking (lots of talking, not a lot of substance)
https://www.yammer.com/wp-content/uploads/2012/09/Yammer_Success_LexisNexis.pdf10,000 employeesLow touch, roll out400-1200 paid people in a weekJobs posted on YammerCorp comms to reduce emailOne the road a third of the year stay connected, more than emailSept 2011, launched adoption campaign. Coffee mugs, videos of execs, 1,100 of 1,200 employees in the division use it. Job listingsNews updatesCaught in the Lift – 2 minutes with execs
https://www.yammer.com/customers/customer/manhattan-associates/?video=56731352&autoplay=1’Manhattan – software and consulting on supply chain optimization9 countries 60% of 2,200 employees are mobile90% adoption in first month. Now 98% usage. Capture tacit knowledgeAnswered the same internal questions over and over again via email. Within a few weeks of putting in their ESN, was eliminated. Answers questions quickly and efficiently. Reduces time to be able to focus on bigger issues.
https://www.yammer.com/customers/customer/westfield-au/100 shopping centers in US Austration, Brazil, UK New ZealondImprove operations from business forecasts to fashion trendsReal-time process improvements – from computer training to gift card programsTraining – Rolled out new customer service application, created Yammer group for each location. Refined the program for the next location. Also created buy-in and sense of ownership for people Magnetic strip problem with gift cards – identified/reported on Yammer, and solved there as well.
https://www.yammer.com/customers/customer/nationwide/?autoplay=1Nearly all 36,000 employees are on Yammer. When Mark Pizzi, Nationwide’s president and chief operating officer, posted a request for employee suggesions on innovations that would improve operations, roughly 400 responses poured in from across the company. “It was compelling for everyone to see the president asking employees how they’d run the company if they were in his shoes,” Schumann says. “People provided outstanding feedback, and some of those ideas are already being implemented.”
Tyco is a leader in Global Fire Safety and Security solutions. We are dedicated to finding innovative ways to save lives, improve businesses and protect people where they live and work. As you can see here, we have 69,000 employees worldwide and protect more than 3 million industrial, commercial and residential customers worldwide.Our journey to social began with a need to connect employees and provide better access to information, particularly as we went through a massive reorganization. Our goals were to:Sunset our existing intranet technology for a more robust, cost-efficient web 2.0 technology.Give corporate functions a vehicle for connecting and collaborating with employees and global teams.Respond to employee feedback.Launch Yammer as the official intranet for Fire & Security at Tyco.
Why were we looking for new solutions? Because there were limitations to existing technology:Accessibility is impacted by location and device, with limited integration with other platforms and sitesRequires dedicated IT support and resourcesPublishing content can be complex, time-consumingNo employee directory / contact informationOne-way communication
2010 employee survey surfaced areas below the norm that needed improvement.We wanted to create an environment where employees were able to voice their opinions without fear of retribution and break down silos within Business Units, creating a more positive workplace fostering openness and trust amongst leadership and employees.
Why did we choose Yammer? A few employees were already using Yammer within the company with great success and we felt that if we could take a more tactical approach to planning and rolling out a social network that it would positively impact the company and enable us to achieve our goals. What specifically attracted us to Yammer?Anytime, anywhere access to information and resources for employees from more than 50 countries, via work/home computers and mobile apps.Doesn’t require dedicated IT support and resourcesReal-time content publishingCost savings over traditional intranet platformsRobust integrations with other platforms and sitesSupport for multiple languagesTwo-way and group communication
Yammer has added tremendous value to our business, in a number of ways and I believe as we move ahead we will find even more areas where we can use Yammer and increase value.
Cloud-based network – Yammer broke down geographical and departmental silos resulting in greater collaboration across boundaries, including language divides.Teams can now easily work together, share information and knowledge regardless of location.External Networks – Worked with different communication agencies as part of the reorganization via External Networks.Examples: Working within geographic and business unit boundaries, employees were segmented and unaware of what their counterparts were doing in other countries and divisions.Yammer helped break down barriers, connecting employees across the globe. Now discussion can easily take place allowing for teams to share information, suggestions and innovations instantly creating more value for the business.Huge opportunity for Tyco with the upcoming 2014 FIFA World Cup and 2016 Summer Olympics in Brazil. However, construction company was not familiar with Tyco, a query on Yammer gathered a list of reference stadiums in a short time.
Improved on-boarding process – New hires are invited to the network weeks before they start so they can review documents, join in team conversations and contribute prior to their first day.Unified culture – Brings together employees across divisions and fosters a sense of connectedness. Not only does everyone stay more aligned, but they are more aware of how their work is contributing to the company’s success.Nurture Talent– Yammer enables employees to recognize each other for great performance and stay in the know with what other teams are accomplishing around the world. Career development – The Careers at Tyco group brings employees together to learn from each other and achieve their career goals.
Tyco’s Yammer Network keeps employees in nearly 50 countries and over 1000 location worldwide, connected and aligned on important company goals. Examples: Senior leadership and global Business Units use Yammer make official announcements, post letters, news and updates, so employees can not only read them but also post questions and opinions. On October 1, 2012, Tyco became a new company – and “Day One” celebrations were held at Tyco business locations worldwide. Employees used the TYN to upload photos and updates from their Day One events – tagging them with the topic #DayOne so they could be easily accessed with just a click. As a result, every user on the Tyco Yammer Network was able to be part of every Day One celebration held worldwide.
Yammer helped transform disparate business units into a single, cohesive company.Patchwork of systems and intranets as a result of the massive reorganization – As companies were acquired, the original infrastructures were maintained. Tyco needed to connect the organization with a common, central portal for everyone to use.How we consume data and interact with content has ultimately changed. With Yammer we’re able to:Access from anywhereDistribute tacit knowledge and find expertsDynamic discoveryCollaborate on documents in real-timeAnd it doesn’t require IT support
Worked with the Yammer Customer Success team each step of the way.Yambassadors – Power-users help support migration, reinvigorated the network and showed how essential it was for business.Yammerazzi – Helped promote internally at Tyco, the significance of moving to an ESN.Promotional Materials – Distributed how-to guides and other promotional materials worldwide to drive excitement and engagement.