Case Study - LifeSource's New Pulse Using Yammer for Communication and Collaboration
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This document summarizes a case study about LifeSource's implementation of Yammer for improved internal communication and collaboration. It discusses LifeSource's previous outdated SharePoint 2007 system, the business needs for more lateral communication across departments, and the challenges with the prior system. The solution involved implementing SharePoint Online and Yammer together in an integrated new intranet called "eSource". The document then outlines the project timeline, success criteria, communication plan, configuration of Yammer, content migration, training approach, initial outcomes, and metrics for measuring user adoption of the new system.
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Case Study - LifeSource's New Pulse Using Yammer for Communication and Collaboration
- 5. • Challenges and issues faced with the previous portal • Alignment of business needs to new solution • Design, vision and plan for using Yammer alongside SharePoint Online • Training, deployment, governance and user adoption • Q & A Agenda
- 6. Building a community of donation
- 8. About LifeSource • Add photo
- 10. Business Need • Move from on-premises SharePoint 2007 to SharePoint Online (Office 365) • (Employee) Survey Says… – Need for more lateral communication, not just top down – More communication sooner, with more information – Geographically dispersed team-desire to maximize engagement • Opportunity to transform our all team communication
- 11. Avtex 360°
- 12. Challenges and Issues Faced • Outdated on-premises SharePoint 2007 environment • Minimal adoption of two-way communication with previous eSource solution • Large amount of data scattered across and beneath the SharePoint environment • Overwhelming for team members to find content and information • Team members did not feel comfortable interacting with leadership using the previous eSource solution • Communication silos faced between departments and groups
- 13. Social Constructivism Sociological theory wherein groups construct knowledge for one another, collaboratively creating a small culture of shared artifacts with shared meanings. When one is immersed within a culture of this sort, one is learning all the time about how to be a part of that culture on many levels.
- 14. Enlightened Self-Interest "The greater the loyalty of a group toward the group, the greater is the motivation among the members to achieve the goals of the group, and the greater the probability that the group will achieve its goals.“ Rensis Likert, American Educator
- 15. Social Change "Change is hard because people overestimate the value of what they have—and underestimate the value of what they may gain by giving that up.“ James Belasco and Ralph Stayer, Flight of the Buffalo
- 16. Communication Engagement Past Present Future
- 17. Alignment & Options Available • SharePoint – Announcements – Article Pages – Blogs – Discussion Boards – Newsfeed • Yammer – All Company Feed – Groups – Topics – Private Messages
- 18. The Solution • New Intranet “eSource” that merges the Content Management System strengths of SharePoint Online with the social computing power of Yammer into a seamless portal that enables workers to obtain organizational information and collaborate with others
- 19. eSource Homepage
- 20. Department Site
- 21. Yammer Homepage
- 24. Avtex Project Process Envisioning Design Build Deploy Accept Milestones: Project Kick-off Detailed Requirements Deliverables: Planning Document for IW Can be a separate phase, but often a part of the Design phase Milestones: High Level Requirements Deliverables: Scope of Work Milestones: Installation Configuration Development Testing Deliverables: Installation Complete User Acceptance Test Plan Checkpoint! Project Team Testing User Acceptance Testing Milestones: Training Cutover / First Day of Service Deliverables: System/Application in Production Milestones: System/Application Acceptance Transition to Support Deliverables: Quality Assurance Review Project Post Mortem Support Handbook Status Meetings / Reports, Time Tracking / Reporting, Risk Assessment / Mitigation Change Management, Scope Management
- 25. Project Timeline Deploy August 15 Build July 9 Design April 3 Kickoff April 2
- 26. Success Criteria • Why do we need to define them? It is relatively easy to define and complete the project tasks in any technology project. The tasks may be completed successfully but sometimes the outcome isn’t what was “pictured”. • What are the measurable success criteria for this project?
- 27. Success Criteria • Force a clean up of current environment • Not losing anything – Resources of what people use onsite – Existing tools • Intuitively easy to find things • The feeling of control and source of truth of content • Confidence in security of content • Meet timeline dates • Training on tools they are not familiar with (allow them to help solve problems on their own)
- 28. Communication Plan Target Communication When/Frequency Type/Method Deliverable Distribute Overall Project Communication Plan At Kick-Off Document delivered via hardcopy or electronically. Project Kickoff meeting At Project Start – 4/2/14 On Site Status Reports Weekly Deliverable distributed via email and/or posted on Project Site Team Meetings Recurring weekly Meetings- Lync Conference Call Executive Sponsor Meetings As needed –not a scheduled occurrence. Meeting Project Acceptance Review At project completion Meeting – Onsite or Lync Conference Call
- 29. Design • Agreement of Scope of Work • Conducted Design sessions with key stakeholders to reaffirm previous Envisioning work • Completed assessments of content and custom code in old environment • Reviewed proposed Information Architecture and Migration Plan for UAT and Production • Completed all documentation deliverables • Reviewed plans for content archival and deletion • Completed Content Migration worksheets
- 30. Build • Created Provisioning Scripts • Implemented Branding Plan • Created and configured SharePoint UAT environment • Configured Yammer network • Completed SharePoint UAT migration • Tested and verified outcomes of SharePoint UAT migration • Created Training curriculum and documentation • Created and configured SharePoint Production environment • Completed installation and configuration of ADFS • Implemented Brainstorm QuickHelp Video Training App
- 33. Yammer Embed • All Company Feed <div id="embedded-feed" style="height:700px;"></div> <script src="https://assets.yammer.com/assets/p latform_embed.js"></script> <script> yam.connect.embedFeed({ container: "#embedded-feed", network: "life-source.org", feedType: "group", feedId: "all", config: { header: false} }); </script> • Group Feed feedType: “group” feedId: “1234567”, • Topic Feed feedType: “topic” feedId: “1234567”, • Add embed code to Script Editor Web Part
- 35. Deploy • Completed Super User Training • Completed Site Owner Training • Provided Kick-Off Presentation of new technologies at All Company Meeting • Completed End User Training • Completed Active Directory User Sync • Go / No-Go Decision made • Completed SharePoint Production migration • Sent Go-Live/First Day of Service Announcement • End Users provided with training & support by Super Users
- 37. Notifications
- 38. Governance • Scope of Using Yammer (not the end all) – Vs. email – Vs. texting – Vs. phone – Vs. SharePoint – Who owns Yammer? – How is Yammer regulated?
- 39. Training • Super Users – Hands-on computer lab based – 8 hours – SharePoint Online and Yammer End User Training • Site Owners – Super User Training + Yammer Review PLUS – 4 hours – SharePoint Online Site Administration Training • End Users – Kick-off of new technologies at All Company Meeting – Trained by Super Users of each department – Provided with SharePoint Online and Yammer User Guides
- 40. Go-Live Outcomes • How-to and when-to use the new platforms • Difficult to understand how Newsfeeds work • Basics of why people might not be fully utilizing • Email overload of notifications – following people • Technical issues with browsers and browser security • Search is not integrated between SharePoint and Yammer
- 41. User Adoption
- 42. User Adoption
- 43. Yammer Analytics
- 44. Yammer Analytics
- 45. Yammer Analytics
- 46. Yammer Analytics
- 47. Yammer Analytics - PowerBI
- 48. Yammer Analytics - PowerBI
- 49. Yammer Analytics - PowerBI
- 50. Yammer Analytics - PowerBI
- 51. Yammer Analytics - PowerBI
- 52. Yammer Analytics - PowerBI
- 53. Yammer Analytics - PowerBI
- 54. eSource and the Road Ahead • Looking at using announcements in Yammer • Fine tuning the length and frequency of posts • Newsfeed function and getting some sort of “Control” of it • Guidance and matrix of how to use our communication platforms • Make more use of Yammer Embed feeds • Make use of Yammer Share Button • Continued eSource Super Users meetings
- 55. Should I use Yammer or SharePoint?
- 56. About LifeSource • Add photo
- 57. Questions???
- 58. Resources • Yammer Resource Center - bit.ly/YammerResourceCenter • Yammer Success Program - bit.ly/YammerSuccessProgram • Yammer Release Schedule - bit.ly/YammerReleaseSchedule • Yammer Developer - bit.ly/YammerDeveloper • Office 365 Resource Center - success.office.com/resources • Office 365 Success Program - success.office.com • Office 365 Roadmap - bit.ly/O365Roadmap • LifeSource Case Study – bit.ly/LifeSourceCaseStudy • Enterprise Social: Should I use Yammer? When should I use SharePoint? - http://www.rharbridge.com/?p=1630
- 60. Trevor Huinker | thuinker@avtex.com Rebecca Ousley | rousley@life-source.org Thank You!
Editor's Notes
- 3:00 PM SPEAKER – TREVOR
- SPEAKER – TREVOR
- SPEAKER – TREVOR Information Worker practice 6+ years SharePoint experience Iowa native Hog farmers kid Luther College grad Communication Studies major Husband Musician Craft beer enthusiast Tech nerd Soon to be dad!! Talk about how my prior experience with helping organizations and users use all of their communication platforms – this experience was right in line to help LifeSource with another platform
- SPEAKER – REBECCA Communications Professional with 13+ years Non-Profit Communications experience Love to tell stories and encourage people to think about things in a new or different way LifeSource for 10 years – tell the stories of people touched by donation and transplant in our community to inspire others to register as a donor
- SPEAKER – REBECCA Here’s our agenda for the next hour or so…
- 3:05 PM SPEAKER – REBECCA First, just a little bit about LifeSource. We are a non-profit organization dedicated to saving lives through organ and tissue donation in the Upper Midwest. Headquartered in Minneapolis, we serve close to 7 million people in three states, including 279 hospitals and 300 driver’s license offices. How many of you have family that live far away? I live in Minneapolis, and my family lives in the Detroit, MI area. I don’t get to see them as often as I like, maybe once a year. When you don’t see your family as often as you like, what do you do? You probably talk on the phone, text, skype, send pictures, maybe you keep a blog they follow…you do your best to keep them up to date on the things happening in your life. That’s a little bit how we look at this at LifeSource. We are building relationships with people that live and work up to 600 miles from us. We have team members in the cities listed above, but the bulk of our team is in the Twin Cities. Because of our vast geography, we rely heavily on technology and strong partnerships to create a culture of donation and facilitate the gifts of life. We are constantly looking at how we can leverage our resources to connect with our communities.
- SPEAKER – REBECCA All of the work we do is focused on helping families like Ricardo’s. This is Ricardo’s mom, Pam, holding a picture of her son. Ricardo was a young man, 23 years old, and the proud new father of a baby girl. He was strong and smart. He was the best free babysitter his family could have asked for, ready with smiles and plans for fun. He was the person who worked the grill at every family barbeque, making sure everyone got their burger, and a laugh, too. Tragically, Ricardo was killed at the age of 23. His story doesn’t end there, however. Through donation, he was able to help others live on. Ricardo left his cherished family behind. But, for his recipients, Ricardo ensured years of healthy life, and years of joy for their families.
- SPEAKER – REBECCA And, of course, our inspiring work is made even more real when we get to see the joyous smiles of those who’ve received the gift of transplant from people like Ricardo. On the left is Grace, just 6 years old. Grace just celebrated the second anniversary of her heart transplant – all because a generous family said yes to giving the gift of life. These are the stories and the families we impact every day. And we need to make sure we have the technology and the tools to seamlessly make donation happen.
- SPEAKER – REBECCA In 2007, we launched our first intranet. This was a big deal! I was part of the group that helped implement this solution and roll it out to the organization. We’d come a long way in being able to collaborate with our team members located in offices throughout our service area. You can see that this was a pretty straightforward, out of the box, solution for us. Over the years we learned how to make it work…and as the years went on, perhaps the better way to phrase it is that we learned to *cope* with how it worked. Fast forward to 2012. Communication kept rising to the top of the list of things that needed improvement within the organization. Keep in mind that we are serving a very large, geographically dispersed population with team members throughout our region. We launched eSource, which is what you see here. It was a blog site that we hoped would transform our communication. Our vision was that all team members would post items on the blog, and it would foster two-way communication. The reality was that it became very much an announcements board. Few people interacted with the content and many people were wary of posting items that would live on in perpetuity. Felt too formal, too rigid. Team members didn’t always feel like they “had permission” to post items. Ended up being pretty static.
- SPEAKER – REBECCA In 2013 we began planning a new, strategic, move to the Cloud. By moving critical systems off premise we can help diversify risk in a disaster. Also corresponded to plans to move our headquarters and our need to minimize/eliminate any downtime since we are a 24/7 operation that cannot have interruption in service. We were also looking at our employee engagement survey and, again, communication in the organization rose to the top. Team members were looking for ways to interact with one another (laterally) and to get more information, sooner. Began re-evaluating how we communicate at LifeSource. Mention heavy SharePoint use with bullet #2 From a business perspective, we also want to be sure that all of our team members are on the same page regarding happenings at the organization and what each department is doing. Public education and personal experience – team members can then be prepared to fulfill the promises that were made to the community when there’s interaction with them. Enter Avtex, as our partner to help identify and create a solution to meet our needs.
- 3:15 PM SPEAKER – TREVOR Company Founded in 1972 Employees: ~170 Based out of Bloomington but employees throughout the country Microsoft Gold Partner Interactive Intelligence Partner Sitecore Partner Avtex core practices in the middle Different pillars of solution areas Then you have the things that weave in and out of all solutions – app dev weaves it all together Enhance the experience and integrate between platforms and products Use UX to totally understand what the customer needs and really understand them well
- 3:15 PM SPEAKER – TREVOR Here are the challenges and issues we helped LS identify HUGE emphasis on “Team Member” at LifeSource and based on discussions we were having with them in design phase, the solution was not living up to that vision/mission itself Big part of this was providing LifeSource with a solution that was direct/straightforward to understand as well as implement. Governance needed to be on our minds quite often to make sure that team members understand when to use SharePoint vs. Yammer. Transition to talking about a couple theories
- SPEAKER – TREVOR Its origins are largely attributed to Lev Vygotsky. It is emphasized that culture plays a large role in the cognitive development of a person.
- SPEAKER – TREVOR Advocates of enlightened self-interest believe that companies will increase in value if they identify and respond to the needs of society. This same things goes for individuals. Enlightened self-interest is a philosophy in ethics which states that persons who act to further the interests of others (or the interests of the group or groups to which they belong), ultimately serve their own self-interest. It has often been simply expressed by the belief that an individual, group, or even a commercial entity will "do well by doing good“.
- SPEAKER – TREVOR Social change refers to change in the nature, the social institutions, the social behavior or the social relations of a society, community of people, or other social structures; any event or action that affects a group of individuals that have shared values or characteristics; acts of advocacy for the cause of changing society in a normative way. People are more powerful, beyond being consumers or a passive audience, by getting involved in something. Technology accelerates and impact social change. With the proper technology in place, it’s easier to build movement With movement, comes energy and change by individuals. The key is to making sure that this energy and change helps individuals connect to others and support the mission of the organization. Successful benefits of use are key.
- SPEAKER – REBECCA A little more background about how we communicate at LifeSource and the solution we needed. Ten years ago when I started at LifeSource we all fit around a conference room table and would have monthly all-team meetings. Quickly outgrew to a space that included 5 non-connected suites. Wanted to maintain that conference room feel while realizing all of our team members are dispersed.
- SPEAKER – REBECCA then TREVOR feeling very overwhelmed in the options available Lots of previous knowledge with SharePoint and using it for what its best at doing Use Yammer for a very specific reason(s) but make the experience seamless
- 3:30 PM SPEAKER – TREVOR then REBECCA SharePoint Online – Yammer embed feeds Yammer – All Company Feed, Groups, Topics Talk more about why we went with this type of implementation. We re-branded from the term “Portal” to “eSource” to get over bad interpretations and sour feelings about SharePoint 2007. People had given up on SharePoint 2007. Big part of this was providing LifeSource with a solution that was direct/straightforward to understand as well as implement. Governance needed to be on our minds quite often to make sure that team members understand when to use SharePoint vs. Yammer.
- SPEAKER – REBECCA New eSource homepage with Yammer embed of Yammer All Company Feed Rich branding Some of the new features Talk about re-architecture and expanding on what was actually useful/beneficial in the past/springboarding off of SharePoint heavy use
- SPEAKER – REBECCA Department site with Yammer embed of Group Martha has a good presentation/story on uses of SharePoint and Yammer (DSC). So people can see the embed feeds, or go to the full Yammer experience. Loosen up on the branding but still be consistent Give them options on multiple page templates but same feeling of overall brand
- SPEAKER – REBECCA LifeSource Yammer homepage—notice branding difference Talk about network policy and layout of interface
- SPEAKER – REBECCA LifeSource Yammer Group feed
- SPEAKER – REBECCA?? TREVOR?? LifeSource Yammer Topic feed Something developed to get around potential limitation of people sorting out the real relevant information vs. the fluff
- 3:40 PM SPEAKER – TREVOR Design – Document the proposed approach, align requirements to the technology, design the solution Build – Implement design and build solution Deploy – Validate and deploy the solution to production Accept – Gain acceptance and transition to support
- SPEAKER – TREVOR
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- SPEAKER – TREVOR Document the proposed approach - align requirements to the technology - design the solution Deliverables Information Architecture/Taxonomy Plan – Clear architecture of when to use Yammer features vs. SharePoint Content Management Plan – Using metadata or tags in Yammer just like you would in SharePoint Roles Matrix Security Plan – Multiple logins vs. O365 Single-Sign On starting in December to First Release Training Plan Enterprise Social Plan – Yammer profiles and SharePoint profiles Content Migration Plan Business Process Plan Branding Plan
- SPEAKER – TREVOR Implement design and build solution Deliverables Create Provisioning Scripts Implementation of Branding Plan Migration Utility Business Process Forms & Workflows UAT Migration Production Migration
- SPEAKER – TREVOR
- SPEAKER – TREVOR
- SPEAKER – TREVOR Yammer App vs. embed code - not as easy to brand the actual app
- SPEAKER – TREVOR
- SPEAKER – TREVOR Validate and deploy the solution to production Deliverables Support and Stabilization of SharePoint Online Environment Support Documentation AD sync was not ideal to Yammer as AD was not clean enough – external contacts – did not do it then – multiple logins
- SPEAKER – TREVOR
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- SPEAKER – REBECCA then TREVOR Talk about giving users direction of using Yammer vs. SharePoint – very specific reasons and guidance Talk about ownership and regulation Community Manager – what department(s)? HIPAA concerns? Regulation? Policing? Discovery? Past vs. Present and House Analogy Yammer vs. SharePoint integraty of tagging information and policing ourselves
- SPEAKER – TREVOR then REBECCA Talk about that this was provided by Avtex at another facility… facility and space of training is extremely important. Talk about how training curriculum used for Yammer piece Actual training provided by Avtex was recorded by camera Talk about confusion of how Yammer doesn’t just work like E-Mail. Users see almost all messages no matter who they are to in a feed/group unless private group or direct messages
- SPEAKER – REBECCA then TREVOR
- 3:55 PM SPEAKER – REBECCA Ellen – experience commenting on all things posted on Yammer Donor Family Services Back to old ways or had to go with email and why Donor Family Advocates example share lots of stories posted to Yammer about an upcoming event email to RSVP someone just replied to the Yammer post but didn't actually email discussion of how we are using Yammer and Email how to weave them together different expectations continuing the conversation through if you posted - continue to reply and monitor the conversation Length of messages made for very short interactions how to get the feed to work not everyone is in the office making sure to use the digests
- SPEAKER – REBECCA Ellen – experience commenting on all things posted on Yammer Donor Family Services Back to old ways or had to go with email and why Donor Family Advocates example share lots of stories posted to Yammer about an upcoming event email to RSVP someone just replied to the Yammer post but didn't actually email discussion of how we are using Yammer and Email how to weave them together different expectations continuing the conversation through if you posted - continue to reply and monitor the conversation Length of messages made for very short interactions how to get the feed to work not everyone is in the office making sure to use the digests
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- 4:00 PM SPEAKER – REBECCA then TREVOR Use Announcements – time sensitive, how to juggle getting them out Fine tuning posts – Serial writing and continued engagement of viewer
- SPEAKER – TREVOR Reference Richard Harbrige blog post “Enterprise Social: Should I use Yammer? When should I use SharePoint?”
- 4:05 PM SPEAKER – REBECCA And, of course, our inspiring work is made even more real when we get to see the joyous smiles of those who’ve received the gift of transplant from people like Ricardo. On the left is Grace, just 6 years old. Grace just celebrated the second anniversary of her heart transplant – all because a generous family said yes to giving the gift of life. These are the stories and the families we impact every day. And we need to make sure we have the technology and the tools to seamlessly make donation happen.
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- SPEAKER – TREVOR & REBECCA