Implementing Internal Social Media: A Yammer Case Study
Rebecca Jackson – Intranet Specialist @_rebeccajackson
Overview
• About Melbourne Water
• What is Yammer?
• Our journey
• Implementation
• Measuring success
• Where to from here?
About Melbourne Water
• Owned by the Victorian Government
• 850 employees across numerous sites
• Significant business, responsible for managing $9.4 billion in assets
• Manages Melbourne’s water supply catchments, removes and treats sewage, and manages rivers and creeks and major drainage systems
What is Yammer?
• Enterprise microblogging platform
• Sites open to users with the same company email
• Some key features:
– Microblogging– Profiles
– Groups
• Easy to set up
• https://www.yammer.com
Our journey
• First user October 2010• Took off in March 2011
• First Community in July
• Peak uptake days March/August
• 108 new members in May, biggest month
• Key communications late July/August
rj8
rj9
rj10
rj11
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Slide 5
rj8 First userjacksonr, 19/08/2011
rj9 Took off in March 2011jacksonr, 19/08/2011
rj10 First communityjacksonr, 19/08/2011
rj11 Biggest month in May 108 new membersjacksonr, 19/08/2011
rj12 Key comms messages July/Augustjacksonr, 19/08/2011
rj13 peak uptake march augustjacksonr, 19/08/2011
rj14 peak uptake march augustjacksonr, 19/08/2011
Our journey
• Currently 458 members (53.8%)
• 2,466 messages
• Average followers 25
• Average messages 4.9
• 164 users with more than 1 message (35.8%)
• 61 users with greater than average (11.8%)
• 4.37% (top 20 users) have generated 60% of content
Our journey
• Sharing updates
How are our people using it?
Our journey
• Asking questions
How are our people using it?
Our journey
• Common interest groups, work and personal
How are our people using it?
Our journey
• Crowdsourcing information
How are our people using it?
Our journey
• This was something they had been asking for!
– “Technical forums for sharing best practice, asking questions and getting feedback”
– “Internal Twitter so you can follow colleagues with good ideas”
– “Stakeholder, alliance or project partner pages”
– “Facebook style individual… pages”
How are our people using it?
Implementation: soft versus formal
• Personal Yammer strategies
• Viral can be okay but…
• Monitoring– Watch, nurture and tend to weeds…
– The first “Yammer incident”
Soft approach
Implementation: soft versus formal
• Rewarding users
– 200th, 300th and 400th user prizes– Information Management competition
– Yammer photography competition
A more formal approach
Implementation: soft versus formal
• Weekly Yammer Tips
A more formal approach
Implementation: soft versus formal
• OnTap article
• Yammer guide
• Yammer as a communications channel
An even more formal approach
Measuring success
• Observation and analysis– Members statistics
– New users, new and useful conversations
• Senior leaders getting involved
• Generating discussions outside of Yammer
Where to from here?
• Continue to nurture the community
• Build formal business case
• Investigate (and hopefully move to) paid version
• The bigger Social Media picture– Social Media policy
– Community of Practice– Intranet upgrade
Questions?
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