Best of the Intranet Global Forum 2014
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The Intranet Global Forum is North America’s leading dedicated conference on intranets with a specialized focus on the design, governance and management of enterprise intranets and social intranets. Take a look at some of the best intranets from the NY 2014 global forum.
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Best of the Intranet Global Forum 2014
- 2. Best of The Intranet Global Forum Toby Ward, CEO, Prescient Digital
- 3. Agenda • How social are intranets? • Case study: Philips • Case study: Pitney Bowes • Selection of case study examples • Questions
- 4. #intranet2 @tobyward @intranet2 Twitter
- 7. World Leading Intranet Experts • 13 years of profitable history • Dozens of Fortune 500 Clients • World-Renown Thought Leaders; 200+ intranets • Strategy, governance, design + implementation of intranets • SharePoint experts > Social Business Interactive (SocialBiz.ca)
- 8. PrescientDigital.com • Hundreds of articles • Dozens of white papers & reports • Dozens of case studies & videos • Access to multiple social media channels
- 9. Intranet Insight > PrescientDigital.com
- 11. Vision External and internal use of Social Technologies has converged creating an integrated social sphere In 2009, Unisys saw an emergent need and opportunity for more seamless connection and collaboration among employees, clients, partners and other business stakeholders. Our unique vision of a “unified” and “holistic” approach to enterprise social business was a key driver in our transformation strategy. © 2014 Unisys Corporation All rights reserved.
- 12. Approach Social Tools and Search Engine Capabilities Profiles/ Presence Activity Feeds Communities Team Rooms Common Knowledge and Information Base Geographies Organizations Unified Comms Video & Mobility Enterprise Wiki Ad-hoc Discussion Groups Blogs Explicit Knowledge Repositories Representative Knowledge Workers Implicit Knowledge Enterprise Collaborative Ecosystem Search © 2014 Unisys Corporation. All rights reserved Knowledge Management Practices and Processes We created a Social Business Ecosystem to speed access to Knowledge and Expertise © 2014 Unisys Corporation All rights reserved.
- 13. Technology Platform Unified Communications Collaborative Platform Social Technology Engines Knowledge Mgmt & Analytics 2010 > 2013 © 2014 Unisys Corporation All rights reserved.
- 14. High Level Deployment Time Line Foundational > Evolved > Optimized My Site “Employee Skills” and “SME” ID Integration Archival Solution Deployed External Yammer SharePoint 2010 Search & My Sites Launched Communities and Newsfeeds replaced by internal Sitrion (NewsGator) solution Redesigned Intranet “Inside Unisys” cutover to SharePoint 2010 2010 Jun NewsGator Social Sites 2010 installed on SharePoint 2010 2012 Strategic “Areas of Strength” Communities Launched MS 2010 Unified Communications Deployed “Organic” Communities Enablement Process Deployed Gamification Badging Solution Deployed Extranet Socially-enhanced SharePoint 2013 Specific Mobile Apps Developed & Deployed 2011 BYOD Program Enhancement Industry-focused Communities Launched Sales Force Chatter Tools Deployed “Inside Unisys” Intranet BU/Orgs Socially-enabled Unisys.com transitioned to SharePoint 2013 FAST Search Deployed 2013 SP 2013 Intranet Migration 2014 2015 Unisys Video Enablement Center Deployment Unisys Enterprise Wiki “UniPedia” Deployed Enterprise Crowd-sourced Ideation Communities Ideation Module Deployed © 2014 Unisys Corporation All rights reserved.
- 15. Social technologies within eight key focus areas Collaborative Platforms (Intranet, Extranet and .com) Social Engine Customization Search Architecture/Effectiveness Mobility Platforms and Apps External Market Channel Federation Unified Communications - Real Time Presence and Connection Conferencing and Collaboration Video and Audio Conferencing Real-time Application and Document Sharing External UC Federation Strategy Vision and Road-mapping Leadership/Stakeholder Alignment ROI and Business Impact Culture Change and Employee Engagement Policy and Governance Enterprise Social Networking Employee Profile and Directory Expertise Discovery Microblog (Activity Feeds) Collaborative Workspaces Communities / Team Rooms Enablement and Effectiveness Presence & Communications Knowledge Management Connection & Collaboration Innovation Idea Crowdsourcing Idea Channeling to Innovation Innovation Workshops Culture & Employee Empowerment Infrastructure & Application Modernization Social Data Analytics Metrics and Measurement Adoption and Use Progress and ROI Monitoring and Listening Client and Employee Sentiment Business Integration Human Resource Functions Recruiting and Onboarding Employee Learning/Development Benefits and Self-managed Services Marketing and Communications Customer Service and Self-enabled Support Critical Knowledge Transfer Sustainable Knowledge Capture, Repurpose and Reuse Enterprise Content Management Enterprise Wiki Video Center & Enablement © 2014 Unisys Corporation All rights reserved.
- 16. Home page (with mobile) My Site Elements and Enterprise Search are part of an action bar that is persistent across the company’s intranet. Global Company News is featured in main display screen and allows for social commenting. Audienced “Regional” and “Organization” news improves end user relevancy. Leadership use of social tools is evident in rotating featured blogs at across bottom of the site. Video pod casts showcase the latest news and activities My Newsfeed roll-up will be added in next release providing tabs to toggle from “My Country/Office”, “My Organization” and “My Network” views of Newsfeed activities. 1 2 3 4 5 1 2 3 4 5 6 6 © 2014 Unisys Corporation All rights reserved.
- 17. “Real-time” Social Networking The integration of “Lync”, “My Newsfeed” and “My Blog” posts provides a more transparent way for employees to share and learn • Post Questions & Answers Employees can pose and answer questions within the newsfeed with greater transparency and reach. The use of hash tags directs questions to experts who can then respond with the right answer in a real time environment. • Filtered Newsfeed Viewing This allows employees to view global posts, or post made by colleagues whom they are following or by communities to which they are subscribed. • Add/Follow Colleagues Enables employees to quickly build a valuable network by following colleagues and the information they share in the newsfeed. • Search & Join Communities Employees can search by topic to find communities of interest or view a list of recommended communities to join. 1 2 3 4 My Newsfeed My Blog 2 1 3 4 © 2014 Unisys Corporation All rights reserved.
- 18. Positioned communities as the hub of social collaboration Solution Offering Communities Industry Role-Based Business Unit & Organization Country & Office Organic Topic-based Communities Authoritative Portfolio-based Communities of Excellence Knowledge-based Communities of Excellence Organic Topic-based Learning Communities Unisys Communities Model & Key Attributes © 2014 Unisys Corporation. All rights reserved Solution Offering Help employees to better understand and leverage Unisys Portfolio Solutions and Innovations Industry Help employees to better understand market trends and opportunities Role-Based Help employees develop expertise and new skill sets in order to realize their full potential. Business Unit / Organization Enable employees to better connect with Leadership stay informed of latest organization news and events Country / Office Build company culture and employee connectedness, especially among remote-based workers. Organic Topic-based Enable employees to learn more about topics of interest through interaction with like-minded colleagues © 2014 Unisys Corporation All rights reserved.
- 19. “Communities Center” to promote awareness and education © 2014 Unisys Corporation All rights reserved.
- 20. Drove adoption and use by transforming culture We recognized that our success would be dependent on People and their willingness to adopt new behaviors “The key to fueling the success of social knowledge sharing is for employees to ‘be curious’ and ‘feel empowered’ to openly and transparently share” – Ed Coleman, CEO Unisys © 2014 Unisys Corporation All rights reserved.
- 21. We instilled positive social behaviors from the top-down The use of Social Collaboration tools has become an intrinsic and integrated part of the Unisys culture and how we work Active Leadership Engagement The Value of Unisys Communities The Power of Networks and Crowdsourcing © 2014 Unisys Corporation All rights reserved.
- 22. Social media governance a “shared” responsibility We socialized key Social Media policy tenets and proper use through a brief educational video From Gloria Burke, director, Knowledge & Collaboration Strategy & Governance: Oct. 17, 2012 We are two years into our commitment of building a knowledge sharing culture that capitalizes on our collective intelligence and uses social tools to make us more nimble, creative and successful. With 78 percent of Unisys employees participating on My Site, it's a good time for a refresh on the key tenets of our Social Media Policy: Be respectful Maintain confidentiality Protect privacy Ensure accuracy Watch our new Social Media video, "The Way We Connect" (click on image at right), to ensure you understand the guidelines. To Unisys employees: Knowledge & Collaboration Resources: Social Media Policy My Site Ov erv iew My Site Prof ile Content Posting Guidelines Knowledge & Collaboration Center Our Social Media Policy and Guidelines video, “How We Connect” is part of our New Hire Onboarding process. Our policies and guidelines are aligned with National Labor Relations Board (NLRB) guidelines and international country privacy laws to mitigate company litigation. We enabled a “Social Media Advanced Guard” committee to ensure the integrity and sustainability of our enterprise social business environment. We perform an annual Social Media audit to review activities and processes in order to assess future risks. © 2014 Unisys Corporation All rights reserved.
- 23. Measurable results of our targeted employee user group (apprx. 16,000) have company profiles and a valuable network of colleagues to facilitate collaboration of the total Unisys Global Employee population enabled Profiles and leveraged social tools of Senior Leadership have active Profiles and use and promote social collaboration tools within their organizations 91% 78% 100% Within the scope of our initial adoption campaign we achieved excellent results (18 months post launch) © 2014 Unisys Corporation All rights reserved.
- 24. Significant cost savings Reduced Annual Costs Conferencing Costs > $2 million Employee Reimbursed Voice Expenses $1 million Outbound Calling > $1 million Voice Infrastructure (PBX and Circuits) $1.2 million Improved Business Outcomes Improved User Productivity Reduced Employee and Customer Contact Lookups times Increased Employee Collaboration Integrated click-to-call / IM improved real time connection and collaboration among globally dispersed workforce Real-time customer response Federated IM and Desktop Sharing improved customer satisfaction ratings 150% ROI in 24 months Enterprise-ready Unified Communications is saving $5.2 million annually E-mail, instant messaging, presence and conferencing: 22,000 users Voice: 5,000 users Profile: 150 locations globally / 9,000 home-based or mobile users PBX: Replacement for 17 different PBX manufacturers © 2014 Unisys Corporation All rights reserved.
- 25. Approach to Enterprise Social Business Transformation has received industry-wide recognition Information Week Magazine has recognized Unisys as #2 in a list of its “Top Ten Social Business Leaders of 2013” © 2014 Unisys Corporation All rights reserved.
- 26. Case Study IBM
- 27. Intranet © 2014 IBM All rights reserved.
- 28. Intranet: Employee Profiles © 2014 IBM All rights reserved.
- 29. Employee Feeds © 2014 IBM All rights reserved.
- 30. Interactive Career and Life Section © 2014 IBM All rights reserved.
- 31. Integrated Inbox and Calendar and… © 2014 IBM All rights reserved.
- 32. 1-3-9: VALUES THROUGH STORY
- 33. 1-3-9 © 2014 IBM All rights reserved.
- 34. © 2014 IBM All rights reserved.
- 35. © 2014 IBM All rights reserved.
- 36. Digital Strategy for Employees: 3 E’s 1. Enable IBMers to have a Credible Digital Presence 2. Nurture Experts and Expertise 3. Grow their Eminence © 2014 IBM All rights reserved.
- 37. The Digital IBMer Hub © 2014 IBM All rights reserved.
- 38. Learning Social Business © 2014 IBM All rights reserved.
- 39. Sharing Expertise © 2014 IBM All rights reserved.
- 40. Sharing Content © 2014 IBM All rights reserved.
- 41. Case Study BT
- 42. From presentation to participation © 2014 BT All rights reserved.
- 43. BT Today © 2014 BT All rights reserved.
- 44. © 2014 BT All rights reserved.
- 45. BT Today – the facts • 2,000 comments per month (90 comments per working day) • From 1,500 individuals • 6,000 individuals have commented on the site (7% of employees) • 30-40k unique visitors daily (40-45% of employees) • 275k page views per day (each person looking at about 8 pages). © 2014 BT All rights reserved.
- 46. Top comment … © 2014 BT All rights reserved.
- 47. Lines of business homepages
- 48. Newswire
- 49. Newswire – the clever bit!
- 50. According to 3,500 employees • 85% satisfied/very satisfied with internal communications (63% in 2011) • 4% dissatisfaction (21% in 2011) • 50% employees think BT Today ‘essential’ • 67% have taken part in on-line conversation (9% in 2011) • 87% use the intranet every day © 2014 BT All rights reserved.
- 51. Case Study Cisco
- 52. Web – Vehicle for Information and Support Offers information, tools and connections with global access. Users visit with a specific task in mind and want to get their task done quickly and efficiently Capabilities provided for both “official” and casual content Some tools have already migrated to the cloud including payroll information Next phase of evolution is convergence with Cisco.com The Corporate Directory is the number one tool on the Intranet.
- 53. Find and Connect to People Using Cisco Directory Over 6.5 million profile views a month Click to connect real-time via Instant Message and Phone ©2014 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 53
- 54. Mobile – Anywhere, Anytime, Any Device BYOD, CYOD: Any Trusted Industry standard Device Corporate and Personal Paid Plans, Strong terms of Use Global Service Provider Partnerships -1.4% Growth -0.1% Growth 1.4% Growth 78,733 8,627 43,262 -0.1% Growth -1.7% Growth 1.2% Growth -11.3% Growth 0.3% Growth 6.0% Growth Other 14,726 35,908 17,273 632 53 130,622 Corporate Provided Laptops (CYOD) 69,544 Personally Owned Mobile Devices (BYOD) 952
- 55. Business Apps & Store – Transact from the Intranet Cisco currently has 50+ internal apps delivered through a consolidated internal eStore. Best of breed Native Apps & Responsive Design Robust App Lifecycle, selection of enterprise and Line of Business apps Cisco eStore as a catalog of all Apps & services
- 56. Cisco Maps My Approvals CiscoTV
- 57. Social – Collaborating in Real time Enables employees to solve issues collaboratively and proactively. Social and collaboration capabilities Share information, store documents Collaborate in a community; co-create information Click to Chat, Call, WebEx Meeting in real time Embed social in business process
- 58. Video – Interactive, High Impact Internal “YouTube-like” capabilities via Cisco Show and Share The majority of employees attend major events via video Cisco has over 80 internal live broadcasts per month! Over 300 videos uploaded every month 12 broadcast quality studios around the world and over 1,000 TelePresence units Video conferencing is pervasive throughout the organization
- 59. Cisco’s Digital Evolution • Create an integrated digital ecosystem INTERNAL Our Vision 2002 2004 2006 2008 2010 2012 2014 2015+ • Innovate through agility and efficiency EXTERNAL Unified Intranet Video Integrated Digital Experience Web 2.0 Mobile Workforce Experience • Lead transformations in technology and Cisco.com Social Media Revenue Enablement Video Mobile emerging trends
- 60. Emerging Trend: Convergence Employee User Behavior Leads Future Architecture Design Intranet Cisco.com Find Product Information Find People View News / Updates Complete Tasks (Tools/Apps) Publish Content Most Frequent Tasks 1. Find Information 2. Find and Connect with People 3. Use Tools / Apps 4. Consume News / Announcements 5. Obtain Help/Support Most Frequent Tasks 1. Find Product Info 2. Consume News / Announcements 3. Use Tools / Apps 4. Find Event Info 5. Find and Connect with People Source: Cisco Intranet Employee Survey May 2014
- 61. Emerging Trend: Convergence Why put your Intranet on your external website? Enable employee advocacy Improve employee productivity and customer service Reduce duplication of content Drive operational efficiencies
- 62. 62 Key lessons Executive support Funding Planning Change management A few steps…
- 65. Questions?
- 66. toby@prescientdigital.com www.PrescientDigital.com www. IntranetBlog.com Twitter: @TobyWard 416.926.8800 66 Toby Ward
Editor's Notes
- 4
- SCRIPT: 1. The external and internal use of social technologies have converged creating an integrated social sphere. It is important for companies to understand how both intersect in order to harness the power of social technologies to improve connection and collaboration among employees clients and business partners. Companies that harness the power of this new social business sphere will become more efficient and agile and gain a competitive advantage over companies that do not embrace this game changing technology. ------------------------------------------------ Team Education and Learning Purposes Only Detailed descriptions of each area of the sphere is listed below for education and reference for the team and how to speak abou each of the areas, should you be asked. This is not part of the scripted presentation The structure of the sphere brings together the .com and external social market channel environment (LinkedIn, Facebook, YouTube, and Twitter) shown in the outer green ring, where companies engage with clients, business partners, media and marketing analysts to build their brand and generate revenue, with an extranet environment (shown in the yellow area behind the first red firewall ring) for secure collaboration with clients and business partners, an the intranet environment (shown in the yellow area behind the second red firewall ring), that provides secure access for employees to company information, knowledge, intellectual property and collaborative workspaces. Within this intranet environment, social technologies also provide the capability for closed or private communities where groups of employees can collaborate on confidential or classified projects. Companies that harness the power of this new social business sphere will become more efficient and agile and gain a competitive advantage over companies that do not embrace this game changing technology.
- Live interactive features, including Chat and Q&A for the speaker. Their own YouTube called Show & Share.
- Create an integrated digital ecosystem for employees, partners and customers on a unified digital platform; although we are many, we are one Cisco Innovate by being a more agile and efficient organization; create something significantly new, impactful, and of value Be at the forefront of the transformations happening in technology; creating new business models that tap into emerging trends
- 70% of employees use Cisco.com and Intranet (CEC) Segue…One of the emerging trends that we are actively pursing is Convergence… on multiple levels. Weber Shandwick, the global PR released a report in August about the convergence of marketing and communications, blending traditionally separate teams and architectures for numerous benefits. This report illustrates what Cisco has been growing towards for the past year as we seek to optimize our IT investments and improve our user experiences across disparate digital platforms. In fact, our employees showed us back in May that there already was an overlap in the tasks they were completing on both our internal and external sites….making us concluding there would be advantages to their experience by blending the two. Weber Shandwick report: http://www.webershandwick.com/news/article/convergence-ahead-the-integration-of-communications-marketing
- Enable Employee Advocacy. Public-ready internal news can shared socially by employees to improve company brand reputation, increase credibility of corporate messages. HP is already doing this today with HP News Now. We will be able to do this by the end of the fiscal year Data on the credibility and brand reputation – Edelman Trust Index – “Employee social posts are twice as credible than executive spokesperson social posts.” Shel Holtz will back you on that one. Improve employee productivity and customer service. Employees can seamlessly collaborate with customers and internal colleagues on the same platform. Refers to Jive communities that can be both internal and external Reduce Duplication of Content. Product, sales and services information is often published for both internal and external audiences. Publish it once and improve quality of content and productivity. Product data is perfect example. Was posted in multiple spots…now one place. Operational Efficiencies. One platform means one IT team, one publishing process, and one place for employees to go for “it all.”
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