Best of the Intranet Global Forum 2014

Best of The Intranet Global Forum

Toby Ward, CEO, Prescient Digital

Agenda

• How social are intranets?• Case study: Philips• Case study: Pitney Bowes• Selection of case study examples• Questions

#intranet2

@tobyward @intranet2

Twitter

Slides

www.Slideshare.net/Prescient

World Leading Intranet Experts

• 13 years of profitable history• Dozens of Fortune 500 Clients• World-Renown Thought Leaders; 200+ intranets• Strategy, governance, design + implementation of intranets• SharePoint experts > Social Business Interactive (SocialBiz.ca)

PrescientDigital.com

• Hundreds of articles• Dozens of white papers & reports• Dozens of case studies & videos• Access to multiple social media channels

Intranet Insight > PrescientDigital.com

Case Study

Unisys

Vision

In 2009, Unisys saw an emergent need and opportunity for more seamless connection and collaboration among employees, clients, partners and other business stakeholders. Our unique vision of a “unified” and “holistic” approach to enterprise social business was a key driver in our transformation strategy.

External and internal use of Social Technologies has converged creating an integrated social sphere

Approach

Common Knowledge and Information Base

Social Tools and Search Engine Capabilities

Geographies Organizations

Communities Team Rooms

Profiles/Presence

UnifiedComms

Video &Mobility

EnterpriseWiki

Ad-hoc Discussion Groups

Explicit Knowledge Repositories

BlogsActivityFeeds

Representative Knowledge WorkersHR

Sales CRM

DeliveryR&D

Finance

IT Marketing

Implicit Knowledge

Enterprise Collaborative Ecosystem

Search

Knowledge Management Practices and Processes

We created a Social Business Ecosystem to speed access to Knowledge and Expertise

Technology Platform

Unified Communications

Collaborative Platform

Social Technology Engines

Knowledge Mgmt& Analytics

2010 > 2013

High Level Deployment Time Line

External Yammer Communities and Newsfeeds

replaced by internalSitrion (NewsGator) solution

ArchivalSolution

Deployed

Redesigned Intranet “Inside Unisys”

cutover to SharePoint 2010

2010 Jun

SharePoint 2010 Search & My Sites

Launched

NewsGator Social Sites 2010 installed on SharePoint 2010

Strategic “Areas of Strength”Communities

Launched

MS 2010 Unified Communications

Deployed

“Organic” Communities Enablement

Process Deployed

Gamification

Badging SolutionDeployed

Extranet Socially-enhanced

SharePoint 2013

SpecificMobile Apps Developed &

Deployed

Foundational > Evolved > Optimized

BYOD Program

Enhancement

Industry-focusedCommunities

Launched

My Site “Employee Skills” and “SME”

ID Integration

Sales ForceChatter Tools

Deployed

“Inside Unisys”Intranet BU/Orgs

Socially-enabled

Unisys.com transitioned

to SharePoint 2013

FAST Search

Deployed

SP 2013Intranet

Migration

2014 2015

UnisysVideo

EnablementCenter

Deployment

UnisysEnterprise Wiki

“UniPedia”Deployed

Enterprise Crowd-sourced

Ideation

CommunitiesIdeationModule

Deployed

Social technologies within eight key focus areas

Collaborative Platforms (Intranet, Extranet and .com)

Social Engine Customization

Search Architecture/Effectiveness

Mobility Platforms and Apps

External Market Channel Federation

Unified Communications - Real Time Presence and Connection

Conferencing and Collaboration Video and Audio Conferencing Real-time Application and

Document Sharing

External UC Federation

Strategy Vision and Road-mapping Leadership/Stakeholder Alignment ROI and Business Impact

Culture Change and Employee Engagement

Policy and Governance

Enterprise Social Networking Employee Profile and Directory Expertise Discovery Microblog (Activity Feeds)

Collaborative Workspaces Communities / Team Rooms

Enablement and Effectiveness

Presence & Communications

Knowledge Management

Connection & Collaboration

Innovation

Idea Crowdsourcing

Idea Channeling to Innovation

Innovation Workshops

Culture & EmployeeEmpowerment

Infrastructure & ApplicationModernization

Metrics and Measurement Adoption and Use Progress and ROI

Monitoring and Listening

Client and Employee Sentiment

Social Data Analytics

Human Resource Functions Recruiting and Onboarding

Employee Learning/Development Benefits and Self-managed Services

Marketing and Communications

Customer Service and Self-enabled Support

Business Integration

Critical Knowledge Transfer

Sustainable KnowledgeCapture, Repurpose and Reuse

Enterprise Content Management

Enterprise Wiki

Video Center & Enablement

Home page (with mobile)

My Site Elements and Enterprise Search are part of an action bar that is persistent across the company’s intranet.

Global Company News is featured in main display screen and allows for social commenting.

Audienced “Regional” and “Organization” news improves end user relevancy.

Leadership use of social tools is evident in rotating featured blogs at across bottom of the site.

Video pod casts showcase the latest news and activities

My Newsfeed roll-up will be added in next release providing tabs to toggle from “My Country/Office”, “My Organization” and “My Network” views of Newsfeed activities.

“Real-time” Social Networking

The integration of “Lync”, “My Newsfeed” and “My Blog” posts provides a more transparent way for employees to share and learn

• Post Questions & AnswersEmployees can pose and answer questions within the newsfeed with greater transparency and reach. The use of hash tags directs questions to experts who can then respond with the right answer in a real time environment.

• Filtered Newsfeed ViewingThis allows employees to view global posts, or post made by colleagues whom they are following or by communities to which they are subscribed.

• Add/Follow ColleaguesEnables employees to quickly build a valuable network by following colleagues and the information they share in the newsfeed.

• Search & Join CommunitiesEmployees can search by topic to find communities of interest or view a list of recommended communities to join.

My Newsfeed

My Blog

Positioned communities as the hub of social collaboration

SolutionOffering

Communities

Industry

Role-Based

Business Unit & Organization

Country & Office

Organic Topic-based Communities

Authoritative

ledge & E

xpertise

Essential

Serendipitous

Learning

Organic Topic-basedLearning Communities

Authoritative Portfolio-based Communities of Excellence

Knowledge-basedCommunities of Excellence

Unisys Communities Model & Key Attributes

Solution OfferingHelp employees to better understand and leverage Unisys Portfolio Solutions and Innovations

IndustryHelp employees to better understand market trendsand opportunities

Role-BasedHelp employees develop expertise and new skill sets in order to realize their full potential.

Business Unit / OrganizationEnable employees to better connect with Leadership stay informed of latest organization news and events

Country / OfficeBuild company culture and employee connectedness, especially among remote-based workers.

Organic Topic-basedEnable employees to learn more about topics ofinterest through interaction with like-minded colleagues

“Communities Center” to promote awareness and education

Drove adoption and use by transforming culture

We recognized that our success would be dependent on Peopleand their willingness to adopt new behaviors

“The key to fueling the success of social knowledge sharing

is for employees to ‘be curious’ and ‘feel empowered’ to

openly and transparently share” – Ed Coleman, CEO Unisys

We instilled positive social behaviors from the top-down

Active Leadership Engagement

The Value of Unisys Communities

The Power of Networks and Crowdsourcing

The use of Social Collaboration tools has become an intrinsic and integrated part of the Unisys culture and how we work

Social media governance a “shared” responsibility

We socialized key Social Media policy tenets and proper use through a brief educational video

From Gloria Burke, director, Knowledge & Collaboration Strategy & Governance:

Oct. 17, 2012

We are two years into our commitment of building a knowledge sharing culture that capitalizes on our collective intelligence and uses social tools to make us more nimble, creative and successful.

With 78 percent of Unisys employees participating on My Site, it's a good time for a refresh on the key tenets of our Social Media Policy:

Be respectful Maintain confidentiality Protect privacy Ensure accuracy

Watch our new Social Media video, "The Way We Connect" (click on image at right), to ensure you understand the guidelines.

To Unisys employees:

Our Social Media Policy and Guidelines video, “How We Connect” is part of our New Hire Onboarding process.

Our policies and guidelines are aligned with National Labor Relations Board (NLRB) guidelines and international country privacy laws to mitigate company litigation.

We enabled a “Social Media Advanced Guard” committee to ensure the integrity and sustainability of our enterprise social business environment.

We perform an annual Social Media audit to review activities and processes in order to assess future risks.

Measurable results

of our targeted employee user group (apprx. 16,000) have company profiles and a valuable network of colleagues to facilitate collaboration

of the total Unisys Global Employee population enabled Profiles and leveraged social tools

of Senior Leadership have active Profiles and use and promote social collaboration tools within their organizations

Within the scope of our initial adoption campaign we achieved excellent results (18 months post launch)

Significant cost savings

Reduced Annual Costs

Conferencing Costs > $2 million

Employee Reimbursed Voice Expenses $1 million

Outbound Calling > $1 million

Voice Infrastructure (PBX and Circuits) $1.2 million

Improved Business Outcomes

Improved User Productivity

Reduced Employee and Customer Contact Lookups times

Increased Employee Collaboration

Integrated click-to-call / IM improved real time connection and collaboration among globally dispersed workforce

Real-time customer response

Federated IM and Desktop Sharing improved customer satisfaction ratings

150% ROIin 24 months

Enterprise-ready Unified Communications is saving $5.2 million annually E-mail, instant messaging, presence and conferencing: 22,000 users

Voice: 5,000 users Profile: 150 locations globally / 9,000 home-based or mobile users PBX: Replacement for 17 different PBX manufacturers

Approach to Enterprise Social Business Transformation has received industry-wide recognition

Information Week Magazine has recognized Unisys as #2 in a list of its “Top Ten Social Business Leaders of 2013”

Case Study

Intranet

Intranet: Employee Profiles

Employee Feeds

Interactive Career and Life Section

Integrated Inbox and Calendar and…

1-3-9: VALUES THROUGH STORY

Digital Strategy for Employees: 3 E’s

1. Enable IBMers to have a Credible Digital Presence

2. Nurture Experts and Expertise3. Grow their Eminence

The Digital IBMer Hub

Learning Social Business

Sharing Expertise

Sharing Content

Case Study

From presentation to participation

BT Today

BT Today – the facts

• 2,000 comments per month (90 comments per working day)• From 1,500 individuals• 6,000 individuals have commented on the site (7% of

employees)• 30-40k unique visitors daily (40-45% of employees)• 275k page views per day (each person looking at about 8

pages).

Top comment …

Lines of business homepages

Newswire

Newswire – the clever bit!

According to 3,500 employees

• 85% satisfied/very satisfied with internal communications (63% in 2011)

• 4% dissatisfaction (21% in 2011)• 50% employees think BT Today ‘essential’• 67% have taken part in on-line conversation (9% in 2011)• 87% use the intranet every day

Case Study

Users visit with a specific task in mind and want to get their task done quickly and efficiently

Capabilities provided for both “official” and casual content

Some tools have already migrated to the cloud including payroll information

Next phase of evolution is convergence with Cisco.com

Offers information, tools and connections with global access.

Web – Vehicle for Information and Support

The Corporate Directory is the number one tool on the Intranet.

Find and Connect to People Using Cisco Directory

Over 6.5 million profile views a month

Click to connect real-time via Instant Message and Phone

Mobile – Anywhere, Anytime, Any Device

BYOD, CYOD: Any Trusted Industry standard Device

Global Service Provider Partnerships

Corporate and Personal Paid Plans, Strong terms of Use

Other14,726 35,908 17,273 53632

-0.1% Growth

-1.7% Growth

1.2% Growth

-11.3% Growth

0.3% Growth

78,733 43,2628,627

-1.4% Growth

-0.1% Growth

1.4% Growth

69,544

Personally

Mobile

Devices

(BYOD)

130,622

Corporate

Provided

Laptops

(CYOD)

6.0% Growth

Business Apps & Store – Transact from the Intranet

Cisco currently has 50+ internal apps delivered through a

consolidated internal eStore.

Best of breed Native Apps & Responsive Design

Cisco eStore as a catalog of all Apps & services

Robust App Lifecycle, selection of enterprise and Line of Business apps

Cisco Maps My Approvals CiscoTV

Social and collaboration capabilities

Share information, store documents

Collaborate in a community; co-create information

Click to Chat, Call, WebEx Meeting in real time

Embed social in business process

Social – Collaborating in Real time

Enables employees to solve issues collaboratively and proactively.

Video – Interactive, High Impact

Internal “YouTube-like” capabilities via Cisco Show and Share

The majority of employees attend major events via video

Cisco has over 80 internal live broadcasts per month!

Over 300 videos uploaded every month

12 broadcast quality studios around the world and over 1,000 TelePresence units

Video conferencing is pervasive throughout the organization

EXTERNAL

INTERNAL

Cisco’s Digital Evolution

2002 2008 2014 2015+2004 2006 2010 2012

Unified Intranet Video

Integrated Digital

Experience

Web 2.0 Mobile Workforce Experience

Social MediaCisco.com Revenue EnablementMobile Video

Our Vision

• Create an integrated digital ecosystem

• Innovate through agility and efficiency

• Lead transformations in technology and emerging trends

Emerging Trend: Convergence Employee User Behavior Leads Future Architecture Design

Find Product Information

Find People

Intranet

Cisco.com

Publish Content

View News / Updates

Complete Tasks (Tools/Apps)

Most Frequent Tasks1. Find Information2. Find and Connect

with People3. Use Tools / Apps4. Consume News /

Announcements5. Obtain Help/Support

Most Frequent Tasks1. Find Product Info2. Consume News /

Announcements3. Use Tools / Apps4. Find Event Info5. Find and Connect

with People

Source: Cisco Intranet Employee Survey May 2014

Emerging Trend: ConvergenceWhy put your Intranet on your external website?

Enable employee advocacy

Improve employee productivity and customer service

Reduce duplication of content

Drive operational efficiencies

Key lessons

Executive support

Funding

Planning

Change management

A few steps…

www.PrescientDigital.com

Questions?

toby@prescientdigital.comwww.PrescientDigital.com

www. IntranetBlog.com

Twitter: @TobyWard416.926.8800

Toby Ward

Best of the Intranet Global Forum 2014

Technology

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