Internal Social Media Collaboration – The Enterprise Is Social, Now What? - BDI 10/9/12 Chicago Social & Mobile Financial Services Leadership Forum

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Kelli Carlson-Jagersma of Wells Fargo presented on using internal social media for collaboration. Wells Fargo has over 50 business lines operating in 33 countries. Carlson-Jagersma outlined Wells Fargo's journey with social media tools since 2004, starting with blogs and wikis and now piloting Jive and Chatter. She described three approaches to internal collaboration: testing and learning new tools, consulting and educating employees, and preparing for new ways of working. Case studies showed driving engagement across teams, collaborating around sales opportunities, and enhancing community support programs using social, mobile and local technologies. Carlson-Jagersma concluded that change takes time, education is key, and social collaboration is driven more

Business

Internal Social Media Collaboration—
The Enterprise Is Social, Now What?
Chicago
Social
&
Mobile
Financial
Services
Leadership
Forum

Kelli
Carlson-‐Jagersma
@northstar

VP,
Social
Collabora/on
Strategy

#WellsFargo
Wholesale
Bank

BDI Chicago/Oct,2012
© 2012 Wells Fargo. All rights reserved.

Our Journey – inside / out
Test and learn with team
members ﬁrst, then introduce
features and functionality to our
customers.

2004 2006 2008 2010 2012
2005 2007 2009 2011

Discussions
RSS Comments
BLOGS
Portal WIKI

PILOTS

Case 1

Social
Intranet
It’s social, now
what?

4

Case 2 Lesson learned.

Start -Education

-Strategic planning –
small -Test & Learn

Managing social -Practice your mitigation
plans
vs. moderation

5

From social media to social #collaboration.

Focus on business drivers
and develop uses cases with
business groups, partners.

6

Internal collaboration: 3 tracks
Test and Learn Consult, Educate Future of work

Culture Evolution Revolution

§  Two platforms: Jive, Chatter §  5000+ users
§  140+ communities §  90+ business teams

8

Case 3
Engagement.
Teams members are
already collaborative,
but how do you drive
change?

Social Media in a Box
§  Chatter mobile
§  Instant audience feedback
§  Word clouds
§  Photo booth
§  Story booth

Case 5
Collaborate
around sales.
Encourage real-time
knowledge-sharing
across related teams
to identify new
business or cross-sell
opportunities.

12

Case 5
SoMoLo.
Enhance community
support and volunteer
programs by enabling
Social, Mobile and
Local.

Observations
•  Always start with use cases, purpose
•  Change takes time
•  EDUCATE!!! EDUCATE!!!
•  Establish trust by listening ﬁrst
•  Eﬀective program requires long term strategy.
•  Tools do not drive social collaboration, people,
purpose and process do.

Questions,
discussion

Kelli Carlson-Jagersma
@northstar

15

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