Embrace the chaos: NAB case study of the use of Yammer presented by Simon Terry at Australian Sharepoint Conference in Sydney on 11 April 2013.

1. Embrace the Chaos
Creating value with user-led innovation in Yammer
Simon Terry
Chief Executive Officer, HICAPS @simongterry
11 March 2013

2. We need to be Innovative, Agile & Adaptive
• Over 12,000,000 customers
• 50,000 people, operating more than 1,750 stores and
Service Centres globally.
• Our customers expect that we are
– agile & adaptive,
– building deep and authentic relationships &
– Add more value through innovation.
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3. Ask your CXO what he or she wants
• More engaged people
• More customer focus
• Better execution of strategy
• More innovation
AND
…delivered without any additional projects or people.
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4. Yammer – New Flows of Conversation
Internet Social Media
Formal
Knowledge
Tacit
Knowledge
Sharepoint Intranet
People
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5. Conversations about Sharepoint Content
Yammer Thread
Sharepoint Blog
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6. Conversations about Customers & Benefits
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7. Conversations to build a Business Case
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8. Sharing Stretch Development
Opportunities
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9. Conversations to Drive Digital strategy
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10. Conversations on Improvements
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11. Our People create Innovative
Conversations
Informal
6%
• 12% of conversations
generating new ideas
Ideas
• 25% solving problems 12% Discussion &
Opinion
or providing input to 38%
Problem Solving
others 12%
• Less than 6% of
conversations are
non-work related Input for others
13% Social Praise
13%
Source: University of Sydney Business School analysis of NAB Network 11
Riemer & Richter: SOCIAL http://ses.library.usyd.edu.au/handle/2123/8845

12. S.O.C.I.A.L Use Cases
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13. Growing Impact to Our Strategy
• Driving engagement and enablement of our People
• Improving our Customer Experiences and winning new
customers
• Deepening connection with our Community
• Delivering our Financial goals and Business strategy
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14. Embrace your Community
• Allow people to pursue interests & passions
• Foster natural connections or groups
• Encourage discussion with listening & questions
• Foster champions to lead, facilitate and manage your network
• Back great ideas with “Go for it!”. Celebrate successes. Learn from
failures
Treat it as any other forum for work conversations
Embrace the chaos
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