Best of the Intranet Global Forum 2014
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Transcript of 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
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
© 2014 Unisys Corporation All rights reserved.
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
Legal
Implicit Knowledge
Enterprise Collaborative Ecosystem
Search
© 2014 Unisys Corporation. All rights reserved
Knowledge Management Practices and Processes
We created a Social Business Ecosystem to speed access to Knowledge and Expertise
© 2014 Unisys Corporation All rights reserved.
Technology Platform
Unified Communications
Collaborative Platform
Social Technology Engines
Knowledge Mgmt& Analytics
2010 > 2013
© 2014 Unisys Corporation All rights reserved.
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
2012
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
2011
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
2013
SP 2013Intranet
Migration
2014 2015
UnisysVideo
EnablementCenter
Deployment
UnisysEnterprise Wiki
“UniPedia”Deployed
Enterprise Crowd-sourced
Ideation
CommunitiesIdeationModule
Deployed
© 2014 Unisys Corporation All rights reserved.
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
© 2014 Unisys Corporation All rights reserved.
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.
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© 2014 Unisys Corporation All rights reserved.
“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.
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My Newsfeed
My Blog
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© 2014 Unisys Corporation All rights reserved.
Positioned communities as the hub of social collaboration
SolutionOffering
Communities
Industry
Role-Based
Business Unit & Organization
Country & Office
Organic Topic-based Communities
Authoritative
Know
ledge & E
xpertise
Essential
Know
ledge
Serendipitous
Learning
Organic Topic-basedLearning Communities
Authoritative Portfolio-based Communities of Excellence
Knowledge-basedCommunities of Excellence
Unisys Communities Model & Key Attributes
© 2014 Unisys Corporation. All rights reserved
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
Com
pany
-Spo
nsor
ed
Empl
oyee
-ow
ned
© 2014 Unisys Corporation All rights reserved.
“Communities Center” to promote awareness and education
© 2014 Unisys Corporation All rights reserved.
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
© 2014 Unisys Corporation All rights reserved.
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
© 2014 Unisys Corporation All rights reserved.
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.
© 2014 Unisys Corporation All rights reserved.
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
91%
78%
100%
Within the scope of our initial adoption campaign we achieved excellent results (18 months post launch)
© 2014 Unisys Corporation All rights reserved.
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
© 2014 Unisys Corporation All rights reserved.
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”
© 2014 Unisys Corporation All rights reserved.
Case Study
IBM
Intranet
© 2014 IBM All rights reserved.
Intranet: Employee Profiles
© 2014 IBM All rights reserved.
Employee Feeds
© 2014 IBM All rights reserved.
Interactive Career and Life Section
© 2014 IBM All rights reserved.
Integrated Inbox and Calendar and…
© 2014 IBM All rights reserved.
1-3-9: VALUES THROUGH STORY
1-3-9
© 2014 IBM All rights reserved.
© 2014 IBM All rights reserved.
© 2014 IBM All rights reserved.
Digital Strategy for Employees: 3 E’s
1. Enable IBMers to have a Credible Digital Presence
2. Nurture Experts and Expertise3. Grow their Eminence
© 2014 IBM All rights reserved.
The Digital IBMer Hub
© 2014 IBM All rights reserved.
Learning Social Business
© 2014 IBM All rights reserved.
Sharing Expertise
© 2014 IBM All rights reserved.
Sharing Content
© 2014 IBM All rights reserved.
Case Study
BT
From presentation to participation
© 2014 BT All rights reserved.
BT Today
© 2014 BT All rights reserved.
© 2014 BT All rights reserved.
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).
© 2014 BT All rights reserved.
Top comment …
© 2014 BT All rights reserved.
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
© 2014 BT All rights reserved.
Case Study
Cisco
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.
Cisco Confidential 53©2014 Cisco and/or its affiliates. All rights reserved.
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
Owned
Mobile
Devices
(BYOD)
130,622
Corporate
Provided
Laptops
(CYOD)
952
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
Video
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
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Key lessons
Executive support
Funding
Planning
Change management
A few steps…
www.PrescientDigital.com
Questions?