The Social Intranet

www.ambientia.net 2

The development of The Intranet(By Toby Ward)

• Version 1.0: Welcome page (a welcome message and a phone number)

• Version 1.1: Bulletin board (simple communications)

• Version 1.2: Corporate newsletter (structured news & limited document management)

• Version 1.3: Help Desk (simple transactions like the employee directory)

• Version 1.4: Corporate Store (more complex transactions such as e-HR and self-service)

• Version 1.5: The Portal (authorization, authentication, application & database integration)

• The trail has lengthened considerably as of late with the advancement of social media, and the intranet has made an evolutionary leap to version 2.0 or “ The social intranet.”

Are you familiar with the term / concept “Social Intranet”

58%

38%

4%

Is familiarIs not familiarNo comment

A study by Medialectin - aimed at communication, marketing and HR specialists 04-05/2013 n=100

What makes an intranet social?

By JanneM

Claim #1: The Social Intranet is not a tool – It’s a way of thinking and an

organizational culture

Openness

High level user rights for all

Active participation on all organizational levels

Mobility

Availability

Transparency

JIT

Universal content creation, discussion, commenting

www.ambientia.net 8

Nielsen Norman Group identified the following intranet trends during 2012:

• Lightning-fast access to coworker information• Integrating employee profile pages with wall

feeds• Supportive and accessible management• Cheering personal content

Claim # 2: People are the key asset of a successful social intranet

107.5.2013http://www.intranetblog.com/?p=998 By

Tony Ward

Trust

By Jessica Levitt

What does a Social Intranet mean?

n=100

www.ambientia.net 14

Social Intranet Study (Prescient 2013)

• The five most popular social media tools are instant messaging, blogs, discussion forums, wikis, and user commenting:

• 76% of organizations have instant messaging. • 75% of organizations have blogs. • 70% of organizations have discussion forums. • 67% of organizations have wikis. • 67% of organizations have user commenting.

Engaging tools and functionality

Likes

Tags

Profiles

RSS,Feeds

WikisBlogs

Embedded media

Working groups, networks

IM

Microblogs

Status updates

Bookmarks

Prescient 2013

Ease-of-use

“Reaching everybody”

Co-operational possibilities

Document management

Interactivity

“An Efficient information Architecture – getting the information you need when you need it”

MobileIM

Online-meetings Videos

Ease of sharing

Speed

Likes “Adding a social layer”

What are the features that are required from a social intranet?

Claim #3: Ease-of-use is a critical ingredient

By Jessica Levitt

#4 A User Centric design approach is key

Personas are just one part of the service design process…

Personasend user devices,

interviews, …

Prototyping, visual look, Information architehture,

end user testing…

User stories, use cases,

requirements (functional and non-functional), architecture …

Business needs, measures…

The Advantages of a Social intranet

227.5.2013

A Silver Bullet? The best of all worlds?

Cost effectiveness

External participation - expertise

Minimizing concurrent tasks / operations

Minimizing travel costs and transactional costs by utilizing new communication tools and mobile solutions

Lowering the transactional costs of creating and sharing knowledge

Intranet development costs

AutomationAvoiding unnecessary work with better coordination and openness

Motivation

Rewarding

Self actualization and need gratification(Maslow)

Empowerment

Expertise

Peer support Respect

Motivation 3.0

Wellbeing

Enhanced information and process flow

Finding the experts

Breaking organizational barriers, Involving clients, partners etc. (even crowdsourcing)

Best practices

Working in groups and gaining contextual knowledge

Everyone contributing –> expert knowledge creation

Learning Knowledge management

Connecting the right people

Self-organization

Communality

Communication

Open discussion and the possibility to question fundamentals

Enjoyment

Initiativeness

Working groups

Taking advantage of a network based organizational model

Work wellbeing and commitment

Enhanced networking From individuals to communities

The effective Implementation of strategy

Innovation

Enriching information

Spontaneity Tacit Knowledge

Timeliness

Inspiration

Identifying and taking advantage of changes in the business environment

New point-of-views

Creation and co-creation

Flashpoint

Group / collective intellect

Innovation = adapting to change

www.ambientia.net 29

LivePerson Nation, currently supporting more than 500 users, boasts a number of valuable features, including:

www.ambientia.net 30

• Social Networking: All employees are encouraged to blog on the intranet, sharing work or inter-personal information, and incorporating text, photo and video options for an added element of "connection."

• Technology: Hosted by SAAS platform vendor, all customizations have been engineered internally by LivePerson, allowing the Company to utilize the technology to best suit its needs.

• Mobile: Accessibility via all mobile devices with browser capability, providing multi-channel access.

• Search: Utilizing Jive's built-in search tool, and providing employees with best practices for making their content easier to locate.

By Liveperson

Advantages observed by liveperson(500 employees)

- Enhancing management communication, reaching people

- The intranet played a key role in the transformation away from a single product company – empowering change

- Getting new recruits involved and allowing them to get to know the organization and people even before meeting them

- Increasing the interaction and communication between sales and the rest of the organization (also within teams)

- Spontaneous groups are formed every day around events, campaigns, procedures and initiatives

Finnair intranet

33www.ambientia.net

www.ambientia.net 347.5.2013

#5 The advantages of Social Intranets are real and measureable

By Nicole

Organizational agility and increased competetive and reactive capability

By Alan Cleaver

The stepping stones

Understanding the business

Understanding the users and their needs

Setting GoalsBy Lali Masriera

www.ambientia.net 377.5.2013

www.ambientia.net 38

Nielsen Norman Groups Best Intranets Study 2013 key takeaways

• Plan for design customization• Educate employees about team

(collaboration) spaces• Understand that implementing your own

branding can take time• Keep permissions simple• Accompany Enterprise 2.0 features with good

planning and employee communication.

How to implement?

Goals and concept• Business goals and needs• User needs, goals and personas• Concept Desing, service desing,

informational structure desing

Launch and promotion• Training users and admins• Internal marketing and motivation• Growing the community, leadership,

sponsoring

The Technical Implementation• Installation, configuration, tailoring

Continuous development• Responding to changeing needs• Customer support and technical

maitenance• Community gardening

A Social Internet

What about a 10.000 employee organization?

By Andrew Morrell

www.ambientia.net 41

How to grow a community: Adapted from the ideas of Jimmy Wales

• The starting point: People• These are people - These are your people – Identifying: what

do you want to accomplish together?

• Design priorities/goals: • Make the necessary critical mass as small as possible• Make your community as useful as possible as fast as

possible

• Freedom & innovation• Let people and groups find their own way and fulfill their own

goals. People create the value.

Start small – grow – fail – learn and try again

By Dawn Endico

Finnair Magic Moments

Leading by example and empowering users are key building blocks

By Guillermo

Conclusions

• People are the key resource – the social intranet should above all encourage communication and interaction

• The benefits of the social intranet can only be achieved through user centric and organization specific planning and design

• Rome wasn’t build in a day – start small and pick the low hanging fruit. Make sure the intranet is useful from day 1 and support and motivate users tirelessly – lead by example

• Use technologically efficient and easy-to-use tools / tech that inspires and induces users to engage.

• Confluence rules!

What’s next – Intranet 3.0

Open Data

Gamification

Location and mobility

Data visualization

UbiquitySmart objects

Business Development Consultant, Partner, Board MemberPhone: 040 564 6909

Email: jaakko.kankaanpaa@ambientia.fi

Jaakko Kankaanpää