SlideShare a Scribd company logo
Effective organisational comms  Blending traditional and Web 2.0 techniques Keith De La Rue Wednesday, 25 March 2009
Outline A toolkit approach to organisational comms Available tools Understanding the social media revolution Where are we, and where are we going? Engaging and collaborating Harnessing Web 2.0 for results Segmenting the audience Catering to different styles and needs Putting it all together
How will we do this? Cover a mixture of principles and practice Multiple sources We all have something to offer Please all feel free to participate Talk about your own experiences We need to share our knowledge! Stop and ask questions if anything is unclear Tell me if we need to move on
My turn first… Keith De La Rue AcKnowledge Consulting, Melbourne Knowledge Management, communications, learning  Primary focus on sales force efficiency Knowledge Management role, Telstra Knowledge transfer on changing business initiatives Eight years’ experience Successful, widely-recognised KM model
Quick poll How many of you read blogs? … write a blog? Personal, Intranet, Corporate web How many use Wikipedia? Contribute … write a wiki? Intranet, Corporate web How many on Facebook, LinkedIn, Twitter? Other sites/tools?
Your turn… What does “organisational comms” mean? Internal or external focus? Your objectives for this morning What is most important: Building a comms toolkit Understanding social media basics Getting results from social media
The toolkit Something old, something new…
What is communication? Many traditional tools are one-way “Push” – eg, newsletters, brochures “Pull” – eg, document libraries Web, Intranets have made richer media available Some still one-way Newer technologies provide richer interaction Social Media - blogs, wikis All  have a place…
The toolkit approach Build a managed program Use a mixture of styles and tools Ensure a common message Coordinate activities Focus on the needs of the target audience Different media for different targets
Physical media Bulletin Boards Posters… Newsletters Magazines Libraries Audio, CDs… Video, DVDs
 
iRadio Feature-style radio program on CD Short segments Interviews with experts, customers Professional production Can be costly
Face-to-face Meetings Presentations Roadshows Briefing Focus Groups Training… What’s the difference?
Two Hours of Power Focussed face-to-face Sales Training First hour – presentation Delivered by SME Focus on key messages Second hour - activity to reinforce key message Role play presentation, Quiz, Q&A Minimal time-out requirement
Electronic tools Email Brief, focussed! Summarise, use links Audio conferencing… Voicemail… SMS…
Sales Management Briefing Brief line managers directly on key messages Audio conference; on-line slide pack Fit into normal team meeting schedule Maximise attendance
Voice mail A recorded marketing update message, broadcast to multiple mailboxes Used in 1994! A recorded message, with a dial-in number Needs to be short
Short Message Service (SMS) Text message with latest update System outage messages Annual results announcement Number to call for more detail Load message from a PC, distribute to list
Online tools World Wide Web Intranet and portals… Newsletters… Content databases… Audio, Video and multimedia… Web conferencing Online Quiz…
The Intranet Organisation-Wide Web Like the WWW, may just be online brochures A platform to support multiple media Needs to be managed to be successful Development standards, templates Distributed publishing Ownership Usability
Portals A way to bring together multiple sites Provides structure and focus Links, pull-downs, buttons, tabs Can include feature articles, newsletters May allow personal customisation Role-based defaults
 
Sales KnowHow Bulletin Weekly web-based newsletter Notice emailed to target audience One-line summary; click through to site front page Front page has 50-word summary Maximum 300 words per article Link to document library or other site for more… Suits time-poor audience Low-volume content – easy remote access Only read items of interest
Document library – the iStore Content management Accessed by multiple indexes Uses document templates Easy submission by document authors Provides currency management Allows audience feedback Provides a subscription service
 
ProductStream Streaming media and slide-show Both video and audio-only versions Features a Product Manager or expert Scripted content Video – 8 slides, 1,000 words = 7 minutes Audio – 5 slides, 650 words = 5 minutes Format similar to Quick Hit Includes “How will it help me?” Suits time-poor staff – but need to be at desk
Knowledge Bites Weekly half-hour briefing on product initiatives Voice conference & slide pack on web conference Two 10-minute sessions, 5 minutes of Q&A Presented by SME Audio recording made, edited down Slides and audio available on the iStore Plus  iStore subscription = Podcasting…
 
iKnowItAll Quiz Monthly, Intranet-based quiz Five-page Quiz Hit - source document Three-part Quiz Multiple choice True or False Perfect Match Score based on correctness and time to answer Prizes - fun learning Suits desk-based staff; lower take-up with mobile staff
Understanding the social media revolution Where are we, and where are we going?
Be afraid, be very afraid… “… with the advent of …social software, suddenly highly savvy networks of people are springing up in their millions. They’re talking to each other.  With or without your permission. ” Hugh McLeod –  http://www.gapingvoid.com/
Discontinuous change Many technology improvements have been gradual There have also been times of dramatic change The transistor Integrated circuits Internet WWW Social media… How much change?
A change in perspective Is the future just an extension of the past? How much are we like Holland? Do you remember South Wales? No longer part of the “old country” A new territory
What is the economy? An economy of scarcity IP must be protected at all costs Win-lose An economy of abundance Knowledge must be shared at all costs Win-win
Discontinuous change Your view of all this determines how you see today’s world and Intranet 2.0… “Did you know?” http://thefischbowl.blogspot.com/2007/06/did-you-know-20.html
Social computing “ Social computing requires a mind-shift from previous ways of doing business and requires high levels of trust and confidence from those engaging in it. How you communicate your intentions and encourage take up is crucial.” Euan Semple,  http://www.euansemple.com/
Engaging and Collaborating Harnessing Web 2.0 for results
http://en.wikipedia.org/wiki/Web_2.0
Web 2.0 Move from 1:many to many:many Definitive products: Web 1.0 – Netscape, system-dependent Web 2.0 – Google, ubiquitous Move from hierarchies to networks Move from online brochures to interaction The rise of prosumers Intranet 2.0 – Enterprise 2.0 Tim O’Reilly -   http://tim.oreilly.com/
The new world Blogs, wikis, RSS and more… Push and pull boundaries blurred Opens up the organisation Complex media for a complex environment Requires a new way of thinking Most software low-cost or free But challenging for corporate IT!
Your challenge Which of these would be useful in your organisation? What would the benefit be? Who would see the benefit? If you are already using them, how can they be improved? Make notes as we go through…
Every blog has its day We b log   = a diary on steroids Can include text, images, multimedia Originally a single author, personal diary Can be shared authorship; dialogue through comments  Chronological organisation; more permanent Edited anywhere, online Cheap – open source or commercial WordPress, Movable Type, Typepad “Blogs are useless drivel”? Might as well say “Paper is useless”
http://delarue.net/
http://www.melbournekmlf.org/
http://www.nowwearetalking.com.au/
http://www.blogs.marriott.com/
The corporate blog? http://www.dilbert.com/
Blogs in internal comms Use to build a community or dialogue Is blogging the new water-cooler? Knowledge sharing - and opinions! Need something to say, time to update Needs trust, not control CEO “chat” Disney cable – “Shiftlog” Global technical operators US University library News, event management, facility use End of the “typing pool” paradigm?
Tags Simple categories or key words User-defined - “Folksonomy” Each item can have multiple tags Commonly used in blogs Introduced to email by Gmail Used by Flickr to tag images Can use to generate a “tag cloud” Del.icio.us – social book-marking
Tags and taxonomy A taxonomy is like a concrete footpath Not frequently changed Tags are more like tracks in the grass More worn the more they are used What is the best thing to do with grass tracks?
RSS – ‘Real Simple Syndication’ Web feed of blog or other content News feeds User-defined subscription Can reduce email network load Users establish their own priorities! Needs a “feed-reader” or aggregator Built in to IE 7, Firefox, Office 2007 Tools available to convert to email No user software installation
http://www.google.com/ig/
http://www.google.com/reader/
Podcasting A pre-recorded audio program or message Allows portability, time-shifting Caters to different learning styles So what’s new? Simple software and devices Anyone can produce RSS feeds “Knowledge Bites”
Videocasting YouTube and the “home video” revolution http://www.youtube.com/user/plambe
Online forums Allows all users to post articles Content pushed by email or browsed All users are equal (But some are more equal than others!) May be moderated Otherwise, may get out of control – flames, storms Excellent medium for sharing Serves a Community of Practice Broader range of input and views than blogs
http://www.actkm.org/
Wikis An online reference source, edited by users "Wiki-wiki" = "hurry quick" (Hawaiian) Quick to set-up, and supports rapid development Easy online editing Includes author comments and discussion Lowers barriers to participation Readily-available software Vulnerability? “iStore” experience Reliability? Wikipedia…
Wikipedia Encyclopaedia Britannica vs Wikipedia December 2005 Nature magazine’s nature.com comparison “Can multiple, unpaid editors match paid professionals for accuracy?” 50 parallel reviews of articles from each Eight serious errors, four from each Other errors: Wikipedia 162, Britannica 123 Disputed by Britannica; defended by Nature
Wikinomics – harnessing prosumers More than “customisation” Too limited; need early engagement in design Losing control Let customers make own innovations, or they leave Better than ceding the game completely Become a peer Don’t make products, innovate ecosystems Share the fruits Customers want a share of the ownership Eg – Second Life Don Tapscott & Anthony D Williams
Wikis in organisations Good for experts to build a body of knowledge Needs encouragement for input Or critical mass? Jimmy Wales – “5 to 10 dedicated people” NAB – Training group collaboration On an  external   site… US Government Enterprise Architecture Conference management - end-to-end Telstra – Project Management for Online team Email replacement – “Socialtext”
 
Our Intranet, the Wiki Janssen-Cilag 300 employees, Australia & NZ Launch budget $11,000 Uses  Confluence  by Atlassian Directory integration, attachments Started with pilot on office relocation After 12 months, 184 contributors Content ownership key! Nathan Wallace -   http://www.e-gineer.com/v2/blog/2007/08/our-intranet-wiki-case-study-of-wiki.htm
Instant Messaging Managing “presence” across geographically-separated teams Collaboration Group messages Faster than a speeding email? Mobility applications SMS
http://twitter.com/kdelarue
Twitter 140-character messages “What are you doing?” “Microblogging” “Group proprioception” “The ability to sense the position, location, orientation and movement of the body and its parts” “ If only most companies realised the treasure trove of expertise and information that their employees would be able to access if they encouraged the use of such services” Shane Goldberg, Telstra
Benefits Networking and collaboration Breaking news Personal development Virtual “water cooler” Mentoring Openness and sharing Shared note-taking Connected when remote Returning to work
http://www.yammer.com/
Yammer Microblogging for organisations “What are you working on?” Uses organisation domain for security Opt-in model Allows control Pro-active support on Twitter!
http://www.facebook.com/profile.php?id=625634789
Online communities Value MySpace: $580 million LinkedIn: $1 billion Facebook: $15 billion Some organisations were  blocking   Facebook Some organisations are  using   Facebook Deloitte has over 17,000 members Directory, expertise location Promoting events Use to build or share apps
http://secondlife.com/
Virtual Worlds 3D representations of real or imagined landscapes Members use “avatars” Second Life Public spaces and private spaces available ABC and BigPond use externally Supports use for organisational training IBM Tertiary institutions Mixed results
http://www.telstraenterprise.com/
Implementation and availability Software readily available Free or low-cost – RoI with low “I” “Failure” not a financial loss Hosted or DIY sites readily available May be IT issues Compatibility with existing systems Firewall issues Edit content anywhere, with no software install Mobile device access and apps The iPhone revolution
Discuss Which  of these would be useful in your organisation? What  would the benefit be? Who  would see the benefit? If you are already using them, how  can they be improved?
Segmenting the Audience Understanding needs
What’s missing from this picture? It’s all about people!
Know your audience Identify and understand target audiences Know the culture Natural tendency to share Role and functions Geographical diversity Access to technology Affinity for technology Know how to cater to needs of each audience Build tools to meet the needs and learning styles
Target audience needs Management, Executives Time-poor, need headline items only Desk-bound sales representatives Simpler products, quick online access Mobile account executives On the road, time-poor; have remote access Specialists Detailed content, more technical – specific fields More likely to share with one another
Target audience needs City – country Different priorities Geographical Dispersion Local considerations Global organisation Language, culture Age Cater to different world view and practices What are your segments?
Know your message Set communications objectives What results do you need from each audience? Make sure they know exactly what you are asking for Understand issues to be addressed Define key messages Use specific slogan or branding Measure success of communications Review and refresh
Putting it all together Using the toolbox
Choosing from the toolbox Stakeholders define priorities, set objectives For each initiative, determine target audience Determine tools to be used, based on needs: Audience Company strategy Deliver a program of activity, eg: Sales KnowHow Bulletin, Briefing, ProductStream iStore Content Training – 2HP
Including the new tools Set the agenda with blog articles Improve engagement through online discussion Real change starts from the inside Use podcasts for key announcements Allows time-shifted access Leverage expertise sharing with wikis How can you use your toolbox?
Principles for social media Trust   - you don’t need to control everything Understand your communities Anticipate audience needs not yet fully articulated Don’t let the security police put you off Don’t get stuck with the conventional wisdom Experiment! Outcomes may not be direct or  obvious in advance
Why social media? Enhances face-to-face networks Increases personal connections between staff Encourages sharing and connection Producer/Consumer boundaries blurred RSS allows consumers to establish own priorities Push and Pull concepts less clear Supports rapid changes in priorities Relevant info is distributed more quickly Creates an information base over time
The benefits of social media Engaged audience - people feel “heard” Better, quicker access to needed information More benefits from knowledge sharing Organisational access to staff knowledge and ideas Easier to find right people quickly Innovation much more rapid Personal ties lead to retention Improve connections across geography
A social computing Product Lifecycle 10-stage process Web Strategy Theory The corporate website is becoming less relevant Web marketing has spread off your domain and Google results Prospects trust the opinions of existing customers  As CoPs assemble, your brand is decentralised Used at Hitachi Data Systems Now advising at Forrester Jeremiah Owyang -  http://www.disruptiveconversations.com/2007/09/jeremiah-owyang.html
So who does it?  Forester, June 08 “Social Networks will Augment HR Strategies” Recruiting, alumni programs, mentoring, learning, collaboration, and connecting people “Professional networks are the backbone of business” http://blog.connectbeam.com/blog/2008/06/forrester-repor.html Peter Kim, Oct 2008 “234 Social Media Marketing Examples” http://www.beingpeterkim.com/2008/09/ive-been-thinki.html
Royal Bank of Canada Intranet 70,000 staff - only 1% reading printed comms Largest share of costs 91% preferred online Developed INsite – online newsletter Driven by regular feedback from staff Debates, suggestions, content rating, polls Virtual editorial board of 300 staff Saved over A$340k pa in 18 months Increased staff engagement significantly http://www.melcrum.com/
Social Media Manager, BT Decentralised Intranet, 100% accessible “ Encouraging every employee to believe they can make a difference” Social networks included in Business Drivers BTpedia, blogging, collaboration, podcasting Social networking – do, create, innovate, change Focus on value, not risk Start early, start small, build slowly Richard Dennison http://www.slideshare.net/InsideOut/international-employee-communications-summit-2008
The home-baked approach IBM building in-house versions Blue Twit – twitter Beehive - Facebook Dogear - Del.icio.us (favourite sharing) Beehive has 30,000 users (May 2008) Including top executives Assist with geographically dispersed teams Strengthen staff ties Aid with knowledge sharing and innovation http://www.businessweek.com/magazine/content/08_22/b4086056643442.htm
Stepping outside… Training group collaborating on an external wiki Facebook as a corporate expertise directory Private network – for free What is the cost of people working in isolation?
The inductee How do connected Gen Y round pegs fit into the organisational square hole? … they probably feel that their arms and legs are being cut off! Imagine if you were not “allowed” to use email! “ People want to use their favourite technologies at work. They're satisfying themselves and not waiting for IT.” Dennis Moore, SAP Yahoo! News – 19 June 2007
 
http://delarue.net/blog/2008/03/found-car/
 
Overcoming the challenges What are your challenges? How will you address them?
Objectives Have we met your objectives?
Questions?
Thank You! [email_address] 0418 51 7676 Blog:  http://acknowledgeconsulting.com/ Twitter: @kdelarue

More Related Content

What's hot

Social hr for ril
Social hr for rilSocial hr for ril
Social hr for ril
Gautam Ghosh
 
Driving Yammer Adoption
Driving Yammer AdoptionDriving Yammer Adoption
Driving Yammer Adoption
Sam Marshall
 
Social technologies
Social technologiesSocial technologies
Social technologies
Sylvain Cottong
 
Enterprise Social Media -
Enterprise Social Media - Enterprise Social Media -
Enterprise Social Media -
stctoronto
 
Museum Website Best Practices for the 21st Century
Museum Website Best Practices for the 21st CenturyMuseum Website Best Practices for the 21st Century
Museum Website Best Practices for the 21st Century
Dana Mitroff Silvers
 
Learning in the Age of Knowledge on Demand
Learning in the Age of Knowledge on DemandLearning in the Age of Knowledge on Demand
Learning in the Age of Knowledge on Demand
Tim O'Reilly
 
Introduction to effective social media marketing
Introduction to effective social media marketingIntroduction to effective social media marketing
Introduction to effective social media marketing
PCM creative
 
All these moments will be lost in time: the web, the future, and us
All these moments will be lost in time: the web, the future, and usAll these moments will be lost in time: the web, the future, and us
All these moments will be lost in time: the web, the future, and us
Sally Lait
 
Social Media & Technical Communications
Social Media & Technical CommunicationsSocial Media & Technical Communications
Social Media & Technical Communications
Sherry McMenemy
 
Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...
Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...
Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...
Patrick Van Renterghem
 
10 Lessons Oz Ia
10 Lessons Oz Ia10 Lessons Oz Ia
10 Lessons Oz Ia
Rashmi Sinha
 
What's the future for SharePoint?
What's the future for SharePoint?What's the future for SharePoint?
What's the future for SharePoint?
Sam Marshall
 
Loving the intranet - User adoption. Sam Marshall ClearBox
Loving the intranet - User adoption. Sam Marshall ClearBoxLoving the intranet - User adoption. Sam Marshall ClearBox
Loving the intranet - User adoption. Sam Marshall ClearBox
Sam Marshall
 
Face your communication challenges when implementing a digital workplace, bas...
Face your communication challenges when implementing a digital workplace, bas...Face your communication challenges when implementing a digital workplace, bas...
Face your communication challenges when implementing a digital workplace, bas...
Patrick Van Renterghem
 
Maximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundup
Maximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundupMaximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundup
Maximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundup
Platypus
 
How to use SlideShare to promote your business (webinar)
How to use SlideShare to promote your business (webinar)How to use SlideShare to promote your business (webinar)
How to use SlideShare to promote your business (webinar)
Rashmi Sinha
 
State of knowledge management
State of knowledge managementState of knowledge management
State of knowledge management
Stan Garfield
 
Driving Innovation Through Enterprise 2.0
Driving Innovation Through Enterprise 2.0Driving Innovation Through Enterprise 2.0
Driving Innovation Through Enterprise 2.0
Stuart French
 
Engie's Digital Workplace and "Connecting the company" business case, present...
Engie's Digital Workplace and "Connecting the company" business case, present...Engie's Digital Workplace and "Connecting the company" business case, present...
Engie's Digital Workplace and "Connecting the company" business case, present...
Patrick Van Renterghem
 
Crowdsourcing Workshops: Partner offer
Crowdsourcing Workshops: Partner offerCrowdsourcing Workshops: Partner offer
Crowdsourcing Workshops: Partner offer
Ross Dawson
 

What's hot (20)

Social hr for ril
Social hr for rilSocial hr for ril
Social hr for ril
 
Driving Yammer Adoption
Driving Yammer AdoptionDriving Yammer Adoption
Driving Yammer Adoption
 
Social technologies
Social technologiesSocial technologies
Social technologies
 
Enterprise Social Media -
Enterprise Social Media - Enterprise Social Media -
Enterprise Social Media -
 
Museum Website Best Practices for the 21st Century
Museum Website Best Practices for the 21st CenturyMuseum Website Best Practices for the 21st Century
Museum Website Best Practices for the 21st Century
 
Learning in the Age of Knowledge on Demand
Learning in the Age of Knowledge on DemandLearning in the Age of Knowledge on Demand
Learning in the Age of Knowledge on Demand
 
Introduction to effective social media marketing
Introduction to effective social media marketingIntroduction to effective social media marketing
Introduction to effective social media marketing
 
All these moments will be lost in time: the web, the future, and us
All these moments will be lost in time: the web, the future, and usAll these moments will be lost in time: the web, the future, and us
All these moments will be lost in time: the web, the future, and us
 
Social Media & Technical Communications
Social Media & Technical CommunicationsSocial Media & Technical Communications
Social Media & Technical Communications
 
Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...
Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...
Unleashing the Full Potential of People, Teams and SOLVAY, presented by Bruce...
 
10 Lessons Oz Ia
10 Lessons Oz Ia10 Lessons Oz Ia
10 Lessons Oz Ia
 
What's the future for SharePoint?
What's the future for SharePoint?What's the future for SharePoint?
What's the future for SharePoint?
 
Loving the intranet - User adoption. Sam Marshall ClearBox
Loving the intranet - User adoption. Sam Marshall ClearBoxLoving the intranet - User adoption. Sam Marshall ClearBox
Loving the intranet - User adoption. Sam Marshall ClearBox
 
Face your communication challenges when implementing a digital workplace, bas...
Face your communication challenges when implementing a digital workplace, bas...Face your communication challenges when implementing a digital workplace, bas...
Face your communication challenges when implementing a digital workplace, bas...
 
Maximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundup
Maximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundupMaximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundup
Maximising Online Resource Effectiveness Workshop Session 8/8 Workshop roundup
 
How to use SlideShare to promote your business (webinar)
How to use SlideShare to promote your business (webinar)How to use SlideShare to promote your business (webinar)
How to use SlideShare to promote your business (webinar)
 
State of knowledge management
State of knowledge managementState of knowledge management
State of knowledge management
 
Driving Innovation Through Enterprise 2.0
Driving Innovation Through Enterprise 2.0Driving Innovation Through Enterprise 2.0
Driving Innovation Through Enterprise 2.0
 
Engie's Digital Workplace and "Connecting the company" business case, present...
Engie's Digital Workplace and "Connecting the company" business case, present...Engie's Digital Workplace and "Connecting the company" business case, present...
Engie's Digital Workplace and "Connecting the company" business case, present...
 
Crowdsourcing Workshops: Partner offer
Crowdsourcing Workshops: Partner offerCrowdsourcing Workshops: Partner offer
Crowdsourcing Workshops: Partner offer
 

Viewers also liked

Making collaboration happen: communities, change and lessons learned
Making collaboration happen: communities, change and lessons learnedMaking collaboration happen: communities, change and lessons learned
Making collaboration happen: communities, change and lessons learned
Keith De La Rue
 
Keith De La Rue - KM Performance
Keith De La Rue - KM PerformanceKeith De La Rue - KM Performance
Keith De La Rue - KM Performance
Keith De La Rue
 
Developing Organisational Knowledge Management
Developing Organisational Knowledge ManagementDeveloping Organisational Knowledge Management
Developing Organisational Knowledge Management
Keith De La Rue
 
Art of conversation
Art of conversationArt of conversation
Art of conversation
Keith De La Rue
 
The Art of Business - Creativity, Communication & Collaboration
The Art of Business - Creativity, Communication & CollaborationThe Art of Business - Creativity, Communication & Collaboration
The Art of Business - Creativity, Communication & Collaboration
Keith De La Rue
 
Ten Memorable Quotes from Thought Leaders
Ten Memorable Quotes from Thought LeadersTen Memorable Quotes from Thought Leaders
Ten Memorable Quotes from Thought Leaders
Avery Eisenreich
 
10 Quotes to Motivate Your Career
10 Quotes to Motivate Your Career10 Quotes to Motivate Your Career
10 Quotes to Motivate Your Career
Avery Eisenreich
 
Art of conversation
Art of conversationArt of conversation
Art of conversation
Keith De La Rue
 
Art of conversation
Art of conversationArt of conversation
Art of conversation
Keith De La Rue
 
Art of Conversation - Workshop
Art of Conversation - WorkshopArt of Conversation - Workshop
Art of Conversation - Workshop
Keith De La Rue
 
The Innovation Conversation
The Innovation ConversationThe Innovation Conversation
The Innovation Conversation
Keith De La Rue
 
Understanding complexity - The Cynefin framework
Understanding complexity - The Cynefin frameworkUnderstanding complexity - The Cynefin framework
Understanding complexity - The Cynefin framework
Keith De La Rue
 
5 Must-See TED Talks Videos for Aspiring Leaders
5 Must-See TED Talks Videos for Aspiring Leaders5 Must-See TED Talks Videos for Aspiring Leaders
5 Must-See TED Talks Videos for Aspiring Leaders
Avery Eisenreich
 
6 TED Talks about Productivity
6  TED Talks about Productivity6  TED Talks about Productivity
6 TED Talks about Productivity
Avery Eisenreich
 

Viewers also liked (14)

Making collaboration happen: communities, change and lessons learned
Making collaboration happen: communities, change and lessons learnedMaking collaboration happen: communities, change and lessons learned
Making collaboration happen: communities, change and lessons learned
 
Keith De La Rue - KM Performance
Keith De La Rue - KM PerformanceKeith De La Rue - KM Performance
Keith De La Rue - KM Performance
 
Developing Organisational Knowledge Management
Developing Organisational Knowledge ManagementDeveloping Organisational Knowledge Management
Developing Organisational Knowledge Management
 
Art of conversation
Art of conversationArt of conversation
Art of conversation
 
The Art of Business - Creativity, Communication & Collaboration
The Art of Business - Creativity, Communication & CollaborationThe Art of Business - Creativity, Communication & Collaboration
The Art of Business - Creativity, Communication & Collaboration
 
Ten Memorable Quotes from Thought Leaders
Ten Memorable Quotes from Thought LeadersTen Memorable Quotes from Thought Leaders
Ten Memorable Quotes from Thought Leaders
 
10 Quotes to Motivate Your Career
10 Quotes to Motivate Your Career10 Quotes to Motivate Your Career
10 Quotes to Motivate Your Career
 
Art of conversation
Art of conversationArt of conversation
Art of conversation
 
Art of conversation
Art of conversationArt of conversation
Art of conversation
 
Art of Conversation - Workshop
Art of Conversation - WorkshopArt of Conversation - Workshop
Art of Conversation - Workshop
 
The Innovation Conversation
The Innovation ConversationThe Innovation Conversation
The Innovation Conversation
 
Understanding complexity - The Cynefin framework
Understanding complexity - The Cynefin frameworkUnderstanding complexity - The Cynefin framework
Understanding complexity - The Cynefin framework
 
5 Must-See TED Talks Videos for Aspiring Leaders
5 Must-See TED Talks Videos for Aspiring Leaders5 Must-See TED Talks Videos for Aspiring Leaders
5 Must-See TED Talks Videos for Aspiring Leaders
 
6 TED Talks about Productivity
6  TED Talks about Productivity6  TED Talks about Productivity
6 TED Talks about Productivity
 

Similar to Effective Organisational Comms (updated)

Workshop A, Keith De La Rue, E2.0
Workshop A, Keith De La Rue, E2.0Workshop A, Keith De La Rue, E2.0
Workshop A, Keith De La Rue, E2.0
guesta04b0
 
KM – Technology, tools, techniques
KM – Technology, tools, techniquesKM – Technology, tools, techniques
KM – Technology, tools, techniques
Keith De La Rue
 
FSOSS 2011 Beyond MAN Pages
FSOSS 2011 Beyond MAN PagesFSOSS 2011 Beyond MAN Pages
FSOSS 2011 Beyond MAN Pages
Beth Agnew
 
Reference at the Dawn of Web 2.0
Reference at the Dawn of Web 2.0Reference at the Dawn of Web 2.0
Reference at the Dawn of Web 2.0
Janie Hermann
 
Plymouth Guild Social Media Workshop
Plymouth Guild Social Media WorkshopPlymouth Guild Social Media Workshop
Plymouth Guild Social Media Workshop
Julie Hawker
 
[MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format][MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format]
webhostingguy
 
[MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format][MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format]
webhostingguy
 
Enterprise 20 Summary
Enterprise 20 SummaryEnterprise 20 Summary
Enterprise 20 Summary
amruta moktali
 
Workshop Social Media
Workshop Social MediaWorkshop Social Media
Workshop Social Media
Samuel Driessen
 
Norman Mendoza CPRS Edmonton
Norman Mendoza CPRS EdmontonNorman Mendoza CPRS Edmonton
Norman Mendoza CPRS Edmonton
NormanMendoza
 
iCohere at SES 2010 Conference
iCohere at SES 2010 ConferenceiCohere at SES 2010 Conference
iCohere at SES 2010 Conference
lanceasimon
 
Using Internet Technology for Learning
Using Internet Technology for LearningUsing Internet Technology for Learning
Using Internet Technology for Learning
Community Legal Education Ontario (CLEO)
 
Collaboration and Website Tools for TLI Lincs
Collaboration and Website Tools for TLI LincsCollaboration and Website Tools for TLI Lincs
Collaboration and Website Tools for TLI Lincs
Lasa UK
 
Tools to Build Better Products and Strengthen Customer Relationships
Tools to Build Better Products and Strengthen Customer Relationships Tools to Build Better Products and Strengthen Customer Relationships
Tools to Build Better Products and Strengthen Customer Relationships
SVPMA
 
Social Meida For Project Success - PMI Australia Conference 2013 Presentation
Social Meida For Project Success - PMI Australia Conference 2013 PresentationSocial Meida For Project Success - PMI Australia Conference 2013 Presentation
Social Meida For Project Success - PMI Australia Conference 2013 Presentation
Anfernee Chansamooth
 
Wsha convention
Wsha conventionWsha convention
Wsha convention
Heidi Dusek
 
VSLive! Dallas Keynote
VSLive! Dallas KeynoteVSLive! Dallas Keynote
VSLive! Dallas Keynote
Rob Howard
 
Web Technology for Your Outreach Program
Web Technology for Your Outreach ProgramWeb Technology for Your Outreach Program
Web Technology for Your Outreach Program
Naomi Hirsch
 
Using Internet Technology for Learning
Using Internet Technology for LearningUsing Internet Technology for Learning
Using Internet Technology for Learning
Community Legal Education Ontario (CLEO)
 
iMoot Help Desk
iMoot Help DeskiMoot Help Desk
iMoot Help Desk
Mary M Rydesky
 

Similar to Effective Organisational Comms (updated) (20)

Workshop A, Keith De La Rue, E2.0
Workshop A, Keith De La Rue, E2.0Workshop A, Keith De La Rue, E2.0
Workshop A, Keith De La Rue, E2.0
 
KM – Technology, tools, techniques
KM – Technology, tools, techniquesKM – Technology, tools, techniques
KM – Technology, tools, techniques
 
FSOSS 2011 Beyond MAN Pages
FSOSS 2011 Beyond MAN PagesFSOSS 2011 Beyond MAN Pages
FSOSS 2011 Beyond MAN Pages
 
Reference at the Dawn of Web 2.0
Reference at the Dawn of Web 2.0Reference at the Dawn of Web 2.0
Reference at the Dawn of Web 2.0
 
Plymouth Guild Social Media Workshop
Plymouth Guild Social Media WorkshopPlymouth Guild Social Media Workshop
Plymouth Guild Social Media Workshop
 
[MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format][MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format]
 
[MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format][MS PowerPoint 97/2000 format]
[MS PowerPoint 97/2000 format]
 
Enterprise 20 Summary
Enterprise 20 SummaryEnterprise 20 Summary
Enterprise 20 Summary
 
Workshop Social Media
Workshop Social MediaWorkshop Social Media
Workshop Social Media
 
Norman Mendoza CPRS Edmonton
Norman Mendoza CPRS EdmontonNorman Mendoza CPRS Edmonton
Norman Mendoza CPRS Edmonton
 
iCohere at SES 2010 Conference
iCohere at SES 2010 ConferenceiCohere at SES 2010 Conference
iCohere at SES 2010 Conference
 
Using Internet Technology for Learning
Using Internet Technology for LearningUsing Internet Technology for Learning
Using Internet Technology for Learning
 
Collaboration and Website Tools for TLI Lincs
Collaboration and Website Tools for TLI LincsCollaboration and Website Tools for TLI Lincs
Collaboration and Website Tools for TLI Lincs
 
Tools to Build Better Products and Strengthen Customer Relationships
Tools to Build Better Products and Strengthen Customer Relationships Tools to Build Better Products and Strengthen Customer Relationships
Tools to Build Better Products and Strengthen Customer Relationships
 
Social Meida For Project Success - PMI Australia Conference 2013 Presentation
Social Meida For Project Success - PMI Australia Conference 2013 PresentationSocial Meida For Project Success - PMI Australia Conference 2013 Presentation
Social Meida For Project Success - PMI Australia Conference 2013 Presentation
 
Wsha convention
Wsha conventionWsha convention
Wsha convention
 
VSLive! Dallas Keynote
VSLive! Dallas KeynoteVSLive! Dallas Keynote
VSLive! Dallas Keynote
 
Web Technology for Your Outreach Program
Web Technology for Your Outreach ProgramWeb Technology for Your Outreach Program
Web Technology for Your Outreach Program
 
Using Internet Technology for Learning
Using Internet Technology for LearningUsing Internet Technology for Learning
Using Internet Technology for Learning
 
iMoot Help Desk
iMoot Help DeskiMoot Help Desk
iMoot Help Desk
 

More from Keith De La Rue

Art of conversation
Art of conversationArt of conversation
Art of conversation
Keith De La Rue
 
A Knowledge Transfer Program
A Knowledge Transfer ProgramA Knowledge Transfer Program
A Knowledge Transfer Program
Keith De La Rue
 
Using social media as a business tool
Using social media as a business toolUsing social media as a business tool
Using social media as a business tool
Keith De La Rue
 
Knowledge Transfer Toolkit Program
Knowledge Transfer Toolkit ProgramKnowledge Transfer Toolkit Program
Knowledge Transfer Toolkit Program
Keith De La Rue
 
Communities of Practice
Communities of PracticeCommunities of Practice
Communities of Practice
Keith De La Rue
 
Knowledge Transfer Toolkit Program
Knowledge Transfer Toolkit ProgramKnowledge Transfer Toolkit Program
Knowledge Transfer Toolkit Program
Keith De La Rue
 
The Idea Monopoly? Why change fails.
The Idea Monopoly? Why change fails.The Idea Monopoly? Why change fails.
The Idea Monopoly? Why change fails.
Keith De La Rue
 
Edna Jane De La Rue
Edna Jane De La RueEdna Jane De La Rue
Edna Jane De La Rue
Keith De La Rue
 
7th Annual Information Management Summit Intro
7th Annual Information Management Summit Intro7th Annual Information Management Summit Intro
7th Annual Information Management Summit Intro
Keith De La Rue
 

More from Keith De La Rue (9)

Art of conversation
Art of conversationArt of conversation
Art of conversation
 
A Knowledge Transfer Program
A Knowledge Transfer ProgramA Knowledge Transfer Program
A Knowledge Transfer Program
 
Using social media as a business tool
Using social media as a business toolUsing social media as a business tool
Using social media as a business tool
 
Knowledge Transfer Toolkit Program
Knowledge Transfer Toolkit ProgramKnowledge Transfer Toolkit Program
Knowledge Transfer Toolkit Program
 
Communities of Practice
Communities of PracticeCommunities of Practice
Communities of Practice
 
Knowledge Transfer Toolkit Program
Knowledge Transfer Toolkit ProgramKnowledge Transfer Toolkit Program
Knowledge Transfer Toolkit Program
 
The Idea Monopoly? Why change fails.
The Idea Monopoly? Why change fails.The Idea Monopoly? Why change fails.
The Idea Monopoly? Why change fails.
 
Edna Jane De La Rue
Edna Jane De La RueEdna Jane De La Rue
Edna Jane De La Rue
 
7th Annual Information Management Summit Intro
7th Annual Information Management Summit Intro7th Annual Information Management Summit Intro
7th Annual Information Management Summit Intro
 

Recently uploaded

Top five predictions today, .
Top five predictions today,            .Top five predictions today,            .
Top five predictions today, .
Rupasingh82
 
2024 BPMN MIWG Capability Demonstration
2024  BPMN MIWG Capability Demonstration2024  BPMN MIWG Capability Demonstration
2024 BPMN MIWG Capability Demonstration
Denis Gagné
 
AI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptxAI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptx
Brian Frerichs
 
HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...
HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...
HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...
pranjalgarg474
 
High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...
High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...
High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...
susmagarg02
 
Look at our July library display on Mining
Look at our July library display on MiningLook at our July library display on Mining
Look at our July library display on Mining
NZSG
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
Jindal Global University, Sonipat Haryana 131001
 
Honoring and Understanding the Significance of Guru Purnima
Honoring and Understanding the Significance of Guru PurnimaHonoring and Understanding the Significance of Guru Purnima
Honoring and Understanding the Significance of Guru Purnima
Exotic India
 
How to use lace front wig importance and
How to use lace front wig importance andHow to use lace front wig importance and
How to use lace front wig importance and
kaporej505
 
YouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdfYouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdf
grizzyhuncho
 
What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.
Doug Hall
 
FURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINI
FURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINIFURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINI
FURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINI
FURI88 ONLINE
 
The Importance of Public Relations for New Graduates.pdf
The Importance of Public Relations for New Graduates.pdfThe Importance of Public Relations for New Graduates.pdf
The Importance of Public Relations for New Graduates.pdf
Posh Concepts
 
Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...
Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...
Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...
bellared2
 
Restaurant Chiraz Sindbad Hotel Hammamet
Restaurant Chiraz Sindbad Hotel HammametRestaurant Chiraz Sindbad Hotel Hammamet
Restaurant Chiraz Sindbad Hotel Hammamet
rihabkorbi24
 
Network Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for ObservabilityNetwork Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for Observability
GauriKale30
 
Floating Pontoon | Premier marine solution
Floating Pontoon | Premier marine solutionFloating Pontoon | Premier marine solution
Floating Pontoon | Premier marine solution
PMSME
 
Virtual Production Tool Set and Technologies Redefining Cinema.pdf
Virtual Production Tool Set and Technologies Redefining Cinema.pdfVirtual Production Tool Set and Technologies Redefining Cinema.pdf
Virtual Production Tool Set and Technologies Redefining Cinema.pdf
virtualproduction38
 
2024's Top Chief Revenue Officers to Follow.pdf
2024's Top Chief Revenue Officers to Follow.pdf2024's Top Chief Revenue Officers to Follow.pdf
2024's Top Chief Revenue Officers to Follow.pdf
THECIOWORLD
 

Recently uploaded (20)

Top five predictions today, .
Top five predictions today,            .Top five predictions today,            .
Top five predictions today, .
 
2024 BPMN MIWG Capability Demonstration
2024  BPMN MIWG Capability Demonstration2024  BPMN MIWG Capability Demonstration
2024 BPMN MIWG Capability Demonstration
 
AI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptxAI and Best Use Cases for Your Personal Life.pptx
AI and Best Use Cases for Your Personal Life.pptx
 
HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...
HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...
HiFi Girls Call Surat 000XX00000 Provide Best And Top Girl Service And No1 in...
 
High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...
High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...
High Girls Call Nashik 000XX00000 Provide Best And Top Girl Service And No1 i...
 
Look at our July library display on Mining
Look at our July library display on MiningLook at our July library display on Mining
Look at our July library display on Mining
 
DEMO_Aboveground Storage Tank Inspection.pdf
DEMO_Aboveground Storage Tank Inspection.pdfDEMO_Aboveground Storage Tank Inspection.pdf
DEMO_Aboveground Storage Tank Inspection.pdf
 
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptxThe-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
The-Three-Pillars-of-Doctoral-Research-What-Why-and-How (1).pptx
 
Honoring and Understanding the Significance of Guru Purnima
Honoring and Understanding the Significance of Guru PurnimaHonoring and Understanding the Significance of Guru Purnima
Honoring and Understanding the Significance of Guru Purnima
 
How to use lace front wig importance and
How to use lace front wig importance andHow to use lace front wig importance and
How to use lace front wig importance and
 
YouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdfYouTube Automation Step-by-step Guide.pdf
YouTube Automation Step-by-step Guide.pdf
 
What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.What's your strategy? Getting tactical about being strategic.
What's your strategy? Getting tactical about being strategic.
 
FURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINI
FURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINIFURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINI
FURI88 : GAME SLOT PGSOFT PALING GACOR MUDAH MENANG HANYA DISINI
 
The Importance of Public Relations for New Graduates.pdf
The Importance of Public Relations for New Graduates.pdfThe Importance of Public Relations for New Graduates.pdf
The Importance of Public Relations for New Graduates.pdf
 
Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...
Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...
Busty Girls Call Navi Mumbai 🎈🔥9920725232 🔥💋🎈 Provide Best And Top Girl Servi...
 
Restaurant Chiraz Sindbad Hotel Hammamet
Restaurant Chiraz Sindbad Hotel HammametRestaurant Chiraz Sindbad Hotel Hammamet
Restaurant Chiraz Sindbad Hotel Hammamet
 
Network Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for ObservabilityNetwork Observability – 5 Best Platforms for Observability
Network Observability – 5 Best Platforms for Observability
 
Floating Pontoon | Premier marine solution
Floating Pontoon | Premier marine solutionFloating Pontoon | Premier marine solution
Floating Pontoon | Premier marine solution
 
Virtual Production Tool Set and Technologies Redefining Cinema.pdf
Virtual Production Tool Set and Technologies Redefining Cinema.pdfVirtual Production Tool Set and Technologies Redefining Cinema.pdf
Virtual Production Tool Set and Technologies Redefining Cinema.pdf
 
2024's Top Chief Revenue Officers to Follow.pdf
2024's Top Chief Revenue Officers to Follow.pdf2024's Top Chief Revenue Officers to Follow.pdf
2024's Top Chief Revenue Officers to Follow.pdf
 

Effective Organisational Comms (updated)

  • 1. Effective organisational comms Blending traditional and Web 2.0 techniques Keith De La Rue Wednesday, 25 March 2009
  • 2. Outline A toolkit approach to organisational comms Available tools Understanding the social media revolution Where are we, and where are we going? Engaging and collaborating Harnessing Web 2.0 for results Segmenting the audience Catering to different styles and needs Putting it all together
  • 3. How will we do this? Cover a mixture of principles and practice Multiple sources We all have something to offer Please all feel free to participate Talk about your own experiences We need to share our knowledge! Stop and ask questions if anything is unclear Tell me if we need to move on
  • 4. My turn first… Keith De La Rue AcKnowledge Consulting, Melbourne Knowledge Management, communications, learning Primary focus on sales force efficiency Knowledge Management role, Telstra Knowledge transfer on changing business initiatives Eight years’ experience Successful, widely-recognised KM model
  • 5. Quick poll How many of you read blogs? … write a blog? Personal, Intranet, Corporate web How many use Wikipedia? Contribute … write a wiki? Intranet, Corporate web How many on Facebook, LinkedIn, Twitter? Other sites/tools?
  • 6. Your turn… What does “organisational comms” mean? Internal or external focus? Your objectives for this morning What is most important: Building a comms toolkit Understanding social media basics Getting results from social media
  • 7. The toolkit Something old, something new…
  • 8. What is communication? Many traditional tools are one-way “Push” – eg, newsletters, brochures “Pull” – eg, document libraries Web, Intranets have made richer media available Some still one-way Newer technologies provide richer interaction Social Media - blogs, wikis All have a place…
  • 9. The toolkit approach Build a managed program Use a mixture of styles and tools Ensure a common message Coordinate activities Focus on the needs of the target audience Different media for different targets
  • 10. Physical media Bulletin Boards Posters… Newsletters Magazines Libraries Audio, CDs… Video, DVDs
  • 11.  
  • 12. iRadio Feature-style radio program on CD Short segments Interviews with experts, customers Professional production Can be costly
  • 13. Face-to-face Meetings Presentations Roadshows Briefing Focus Groups Training… What’s the difference?
  • 14. Two Hours of Power Focussed face-to-face Sales Training First hour – presentation Delivered by SME Focus on key messages Second hour - activity to reinforce key message Role play presentation, Quiz, Q&A Minimal time-out requirement
  • 15. Electronic tools Email Brief, focussed! Summarise, use links Audio conferencing… Voicemail… SMS…
  • 16. Sales Management Briefing Brief line managers directly on key messages Audio conference; on-line slide pack Fit into normal team meeting schedule Maximise attendance
  • 17. Voice mail A recorded marketing update message, broadcast to multiple mailboxes Used in 1994! A recorded message, with a dial-in number Needs to be short
  • 18. Short Message Service (SMS) Text message with latest update System outage messages Annual results announcement Number to call for more detail Load message from a PC, distribute to list
  • 19. Online tools World Wide Web Intranet and portals… Newsletters… Content databases… Audio, Video and multimedia… Web conferencing Online Quiz…
  • 20. The Intranet Organisation-Wide Web Like the WWW, may just be online brochures A platform to support multiple media Needs to be managed to be successful Development standards, templates Distributed publishing Ownership Usability
  • 21. Portals A way to bring together multiple sites Provides structure and focus Links, pull-downs, buttons, tabs Can include feature articles, newsletters May allow personal customisation Role-based defaults
  • 22.  
  • 23. Sales KnowHow Bulletin Weekly web-based newsletter Notice emailed to target audience One-line summary; click through to site front page Front page has 50-word summary Maximum 300 words per article Link to document library or other site for more… Suits time-poor audience Low-volume content – easy remote access Only read items of interest
  • 24. Document library – the iStore Content management Accessed by multiple indexes Uses document templates Easy submission by document authors Provides currency management Allows audience feedback Provides a subscription service
  • 25.  
  • 26. ProductStream Streaming media and slide-show Both video and audio-only versions Features a Product Manager or expert Scripted content Video – 8 slides, 1,000 words = 7 minutes Audio – 5 slides, 650 words = 5 minutes Format similar to Quick Hit Includes “How will it help me?” Suits time-poor staff – but need to be at desk
  • 27. Knowledge Bites Weekly half-hour briefing on product initiatives Voice conference & slide pack on web conference Two 10-minute sessions, 5 minutes of Q&A Presented by SME Audio recording made, edited down Slides and audio available on the iStore Plus iStore subscription = Podcasting…
  • 28.  
  • 29. iKnowItAll Quiz Monthly, Intranet-based quiz Five-page Quiz Hit - source document Three-part Quiz Multiple choice True or False Perfect Match Score based on correctness and time to answer Prizes - fun learning Suits desk-based staff; lower take-up with mobile staff
  • 30. Understanding the social media revolution Where are we, and where are we going?
  • 31. Be afraid, be very afraid… “… with the advent of …social software, suddenly highly savvy networks of people are springing up in their millions. They’re talking to each other. With or without your permission. ” Hugh McLeod – http://www.gapingvoid.com/
  • 32. Discontinuous change Many technology improvements have been gradual There have also been times of dramatic change The transistor Integrated circuits Internet WWW Social media… How much change?
  • 33. A change in perspective Is the future just an extension of the past? How much are we like Holland? Do you remember South Wales? No longer part of the “old country” A new territory
  • 34. What is the economy? An economy of scarcity IP must be protected at all costs Win-lose An economy of abundance Knowledge must be shared at all costs Win-win
  • 35. Discontinuous change Your view of all this determines how you see today’s world and Intranet 2.0… “Did you know?” http://thefischbowl.blogspot.com/2007/06/did-you-know-20.html
  • 36. Social computing “ Social computing requires a mind-shift from previous ways of doing business and requires high levels of trust and confidence from those engaging in it. How you communicate your intentions and encourage take up is crucial.” Euan Semple, http://www.euansemple.com/
  • 37. Engaging and Collaborating Harnessing Web 2.0 for results
  • 39. Web 2.0 Move from 1:many to many:many Definitive products: Web 1.0 – Netscape, system-dependent Web 2.0 – Google, ubiquitous Move from hierarchies to networks Move from online brochures to interaction The rise of prosumers Intranet 2.0 – Enterprise 2.0 Tim O’Reilly - http://tim.oreilly.com/
  • 40. The new world Blogs, wikis, RSS and more… Push and pull boundaries blurred Opens up the organisation Complex media for a complex environment Requires a new way of thinking Most software low-cost or free But challenging for corporate IT!
  • 41. Your challenge Which of these would be useful in your organisation? What would the benefit be? Who would see the benefit? If you are already using them, how can they be improved? Make notes as we go through…
  • 42. Every blog has its day We b log = a diary on steroids Can include text, images, multimedia Originally a single author, personal diary Can be shared authorship; dialogue through comments Chronological organisation; more permanent Edited anywhere, online Cheap – open source or commercial WordPress, Movable Type, Typepad “Blogs are useless drivel”? Might as well say “Paper is useless”
  • 47. The corporate blog? http://www.dilbert.com/
  • 48. Blogs in internal comms Use to build a community or dialogue Is blogging the new water-cooler? Knowledge sharing - and opinions! Need something to say, time to update Needs trust, not control CEO “chat” Disney cable – “Shiftlog” Global technical operators US University library News, event management, facility use End of the “typing pool” paradigm?
  • 49. Tags Simple categories or key words User-defined - “Folksonomy” Each item can have multiple tags Commonly used in blogs Introduced to email by Gmail Used by Flickr to tag images Can use to generate a “tag cloud” Del.icio.us – social book-marking
  • 50. Tags and taxonomy A taxonomy is like a concrete footpath Not frequently changed Tags are more like tracks in the grass More worn the more they are used What is the best thing to do with grass tracks?
  • 51. RSS – ‘Real Simple Syndication’ Web feed of blog or other content News feeds User-defined subscription Can reduce email network load Users establish their own priorities! Needs a “feed-reader” or aggregator Built in to IE 7, Firefox, Office 2007 Tools available to convert to email No user software installation
  • 54. Podcasting A pre-recorded audio program or message Allows portability, time-shifting Caters to different learning styles So what’s new? Simple software and devices Anyone can produce RSS feeds “Knowledge Bites”
  • 55. Videocasting YouTube and the “home video” revolution http://www.youtube.com/user/plambe
  • 56. Online forums Allows all users to post articles Content pushed by email or browsed All users are equal (But some are more equal than others!) May be moderated Otherwise, may get out of control – flames, storms Excellent medium for sharing Serves a Community of Practice Broader range of input and views than blogs
  • 58. Wikis An online reference source, edited by users "Wiki-wiki" = "hurry quick" (Hawaiian) Quick to set-up, and supports rapid development Easy online editing Includes author comments and discussion Lowers barriers to participation Readily-available software Vulnerability? “iStore” experience Reliability? Wikipedia…
  • 59. Wikipedia Encyclopaedia Britannica vs Wikipedia December 2005 Nature magazine’s nature.com comparison “Can multiple, unpaid editors match paid professionals for accuracy?” 50 parallel reviews of articles from each Eight serious errors, four from each Other errors: Wikipedia 162, Britannica 123 Disputed by Britannica; defended by Nature
  • 60. Wikinomics – harnessing prosumers More than “customisation” Too limited; need early engagement in design Losing control Let customers make own innovations, or they leave Better than ceding the game completely Become a peer Don’t make products, innovate ecosystems Share the fruits Customers want a share of the ownership Eg – Second Life Don Tapscott & Anthony D Williams
  • 61. Wikis in organisations Good for experts to build a body of knowledge Needs encouragement for input Or critical mass? Jimmy Wales – “5 to 10 dedicated people” NAB – Training group collaboration On an external site… US Government Enterprise Architecture Conference management - end-to-end Telstra – Project Management for Online team Email replacement – “Socialtext”
  • 62.  
  • 63. Our Intranet, the Wiki Janssen-Cilag 300 employees, Australia & NZ Launch budget $11,000 Uses Confluence by Atlassian Directory integration, attachments Started with pilot on office relocation After 12 months, 184 contributors Content ownership key! Nathan Wallace - http://www.e-gineer.com/v2/blog/2007/08/our-intranet-wiki-case-study-of-wiki.htm
  • 64. Instant Messaging Managing “presence” across geographically-separated teams Collaboration Group messages Faster than a speeding email? Mobility applications SMS
  • 66. Twitter 140-character messages “What are you doing?” “Microblogging” “Group proprioception” “The ability to sense the position, location, orientation and movement of the body and its parts” “ If only most companies realised the treasure trove of expertise and information that their employees would be able to access if they encouraged the use of such services” Shane Goldberg, Telstra
  • 67. Benefits Networking and collaboration Breaking news Personal development Virtual “water cooler” Mentoring Openness and sharing Shared note-taking Connected when remote Returning to work
  • 69. Yammer Microblogging for organisations “What are you working on?” Uses organisation domain for security Opt-in model Allows control Pro-active support on Twitter!
  • 71. Online communities Value MySpace: $580 million LinkedIn: $1 billion Facebook: $15 billion Some organisations were blocking Facebook Some organisations are using Facebook Deloitte has over 17,000 members Directory, expertise location Promoting events Use to build or share apps
  • 73. Virtual Worlds 3D representations of real or imagined landscapes Members use “avatars” Second Life Public spaces and private spaces available ABC and BigPond use externally Supports use for organisational training IBM Tertiary institutions Mixed results
  • 75. Implementation and availability Software readily available Free or low-cost – RoI with low “I” “Failure” not a financial loss Hosted or DIY sites readily available May be IT issues Compatibility with existing systems Firewall issues Edit content anywhere, with no software install Mobile device access and apps The iPhone revolution
  • 76. Discuss Which of these would be useful in your organisation? What would the benefit be? Who would see the benefit? If you are already using them, how can they be improved?
  • 77. Segmenting the Audience Understanding needs
  • 78. What’s missing from this picture? It’s all about people!
  • 79. Know your audience Identify and understand target audiences Know the culture Natural tendency to share Role and functions Geographical diversity Access to technology Affinity for technology Know how to cater to needs of each audience Build tools to meet the needs and learning styles
  • 80. Target audience needs Management, Executives Time-poor, need headline items only Desk-bound sales representatives Simpler products, quick online access Mobile account executives On the road, time-poor; have remote access Specialists Detailed content, more technical – specific fields More likely to share with one another
  • 81. Target audience needs City – country Different priorities Geographical Dispersion Local considerations Global organisation Language, culture Age Cater to different world view and practices What are your segments?
  • 82. Know your message Set communications objectives What results do you need from each audience? Make sure they know exactly what you are asking for Understand issues to be addressed Define key messages Use specific slogan or branding Measure success of communications Review and refresh
  • 83. Putting it all together Using the toolbox
  • 84. Choosing from the toolbox Stakeholders define priorities, set objectives For each initiative, determine target audience Determine tools to be used, based on needs: Audience Company strategy Deliver a program of activity, eg: Sales KnowHow Bulletin, Briefing, ProductStream iStore Content Training – 2HP
  • 85. Including the new tools Set the agenda with blog articles Improve engagement through online discussion Real change starts from the inside Use podcasts for key announcements Allows time-shifted access Leverage expertise sharing with wikis How can you use your toolbox?
  • 86. Principles for social media Trust - you don’t need to control everything Understand your communities Anticipate audience needs not yet fully articulated Don’t let the security police put you off Don’t get stuck with the conventional wisdom Experiment! Outcomes may not be direct or obvious in advance
  • 87. Why social media? Enhances face-to-face networks Increases personal connections between staff Encourages sharing and connection Producer/Consumer boundaries blurred RSS allows consumers to establish own priorities Push and Pull concepts less clear Supports rapid changes in priorities Relevant info is distributed more quickly Creates an information base over time
  • 88. The benefits of social media Engaged audience - people feel “heard” Better, quicker access to needed information More benefits from knowledge sharing Organisational access to staff knowledge and ideas Easier to find right people quickly Innovation much more rapid Personal ties lead to retention Improve connections across geography
  • 89. A social computing Product Lifecycle 10-stage process Web Strategy Theory The corporate website is becoming less relevant Web marketing has spread off your domain and Google results Prospects trust the opinions of existing customers As CoPs assemble, your brand is decentralised Used at Hitachi Data Systems Now advising at Forrester Jeremiah Owyang - http://www.disruptiveconversations.com/2007/09/jeremiah-owyang.html
  • 90. So who does it? Forester, June 08 “Social Networks will Augment HR Strategies” Recruiting, alumni programs, mentoring, learning, collaboration, and connecting people “Professional networks are the backbone of business” http://blog.connectbeam.com/blog/2008/06/forrester-repor.html Peter Kim, Oct 2008 “234 Social Media Marketing Examples” http://www.beingpeterkim.com/2008/09/ive-been-thinki.html
  • 91. Royal Bank of Canada Intranet 70,000 staff - only 1% reading printed comms Largest share of costs 91% preferred online Developed INsite – online newsletter Driven by regular feedback from staff Debates, suggestions, content rating, polls Virtual editorial board of 300 staff Saved over A$340k pa in 18 months Increased staff engagement significantly http://www.melcrum.com/
  • 92. Social Media Manager, BT Decentralised Intranet, 100% accessible “ Encouraging every employee to believe they can make a difference” Social networks included in Business Drivers BTpedia, blogging, collaboration, podcasting Social networking – do, create, innovate, change Focus on value, not risk Start early, start small, build slowly Richard Dennison http://www.slideshare.net/InsideOut/international-employee-communications-summit-2008
  • 93. The home-baked approach IBM building in-house versions Blue Twit – twitter Beehive - Facebook Dogear - Del.icio.us (favourite sharing) Beehive has 30,000 users (May 2008) Including top executives Assist with geographically dispersed teams Strengthen staff ties Aid with knowledge sharing and innovation http://www.businessweek.com/magazine/content/08_22/b4086056643442.htm
  • 94. Stepping outside… Training group collaborating on an external wiki Facebook as a corporate expertise directory Private network – for free What is the cost of people working in isolation?
  • 95. The inductee How do connected Gen Y round pegs fit into the organisational square hole? … they probably feel that their arms and legs are being cut off! Imagine if you were not “allowed” to use email! “ People want to use their favourite technologies at work. They're satisfying themselves and not waiting for IT.” Dennis Moore, SAP Yahoo! News – 19 June 2007
  • 96.  
  • 98.  
  • 99. Overcoming the challenges What are your challenges? How will you address them?
  • 100. Objectives Have we met your objectives?
  • 102. Thank You! [email_address] 0418 51 7676 Blog: http://acknowledgeconsulting.com/ Twitter: @kdelarue