The Emergence of the Social Intranet

transcript

Toby WardCEO, Prescient Digitaltward@prescientdigital.comMay 6th, 2010

Dan LatendreCEO, IGLOO Softwaredlatendre@igloosoftware.comMay 6th, 2010

Emergence of the Social Intranet“An antiquated technology is reborn

through social software.”

Webinar Agenda

Introduction– Jill Skene, Marketing Program Manager, IGLOO Software– Time: 5 minutes

Social Intranets “Context, Implementation & Guidelines”– Dan Latendre, CEO IGLOO Software– Time: 10 minutes

Social Intranets – Research Findings & Examples– Toby Ward, CEO Prescient Digital– Time: 20 minutes

Case Studies– Dan Latendre, CEO IGLOO Software– Time: 10 minutes

Question & Answer– Please enter your questions in the chat window at anytime during the session– Questions will be answered at the end of the session

Twitter hashtag#intranet2

@intranet2 @tobyward @ynanasi

Our Presenters

Toby WardCEO, Prescient Digital

The founder and CEO of Prescient Digital Media, Toby is a senior consultant with particular expertise in the area of internet and intranet planning and communications. A specialist in web and intranet planning and measurement, Toby has led his company to many awards in recent years, including an illustrious Webby Award. A broadcast journalist turned consultant, Toby founded and launched Prescient in early 2001.

A recognized North American expert on effective web planning, communication, benchmarking and best practice measurement, Toby is the author of Finding ROI, a leading study conducted on intranet return on investment (ROI).

Dan LatendreCEO, IGLOO Software

The founder and CEO of IGLOO Software, Dan has been a technology innovator for the past 20 years working with such pioneering companies as MKS, Delrina and Open Text Corporation. He has played significant roles in the development and marketing of numerous leading edge internet-based technologies and applications – first wireless internet package, first commercial search engine which powered Yahoo! and the first web-based intranet application called Livelink.

Who’s Participating… Webinar Attendee Snapshot:

– Bank of America– Burger King– Cancer Research UK– General Electric– Kelly Services– Lexis Nexis– Nortel– Oxfam International

KnowledgeManagement

ConsultantsCollaboration

Human Resources

Information Systems

Marketing Communications

Project Management

Public Relations

Social Media

Training

CustomerSupport

Web Marketing– Pfizer

– RIM– RBC– Scotia Bank– TD Bank – Target– Telus– Visa– Xerox

Industries Represented:

– Academic– Consulting Companies– Finance and Banking– Food and Beverage– Health Care

– Not for Profit– Pharmaceutical– Public Sector– Retail– Telecommunications

IGLOO Software“Creating Online Business Communities”

Dan LatendreCEO, IGLOO Software

IGLOO Software

PEOPLE

We help organizations deploy successful online business communities powered by social software.

INFORMATION

ACTIVITIES

Audience– Employees & Teams

Business Value– Productivity, agility and

innovation through a more connected & knowledgeable workforce

How?– Creating “team driven”

corporate social networks that connect employees to the people, information and processes they need in order to get their jobs done effectively and efficiently

Audience– Prospects, Customers,

Partners, Suppliers, Members and Alumni

Business Value– Brand loyalty and building

trusted relationshipsHow?

– Extending social software beyond the corporate firewall to connect with your partners, customers and suppliers to create deeper, stronger & more trusted relationships

SOCIAL FUNDRAISING 2.0EDUCATION 2.0GOVERNMENT 2.0ADVOCACY 2.0E-HEALTH 2.0BUSINESS & MARKETING 2.0

Business is both a personal and social activity...

Companies don’t build products, do deals or make service calls...

...People do!

The Social Side of Business

PEOPLEACTIVITIES

INFORMATION

Not a NEW Concept… Social networking in a business context

has been around for over 100 years– “Face to Face” meetings, conference calls, water

cooler conversations are all early forms of BSN

Today... Email is the #1 business social software application in the world – over 90 billion messages sent daily

Managing projects

Fostering collaboration within a division or group

Locating experts/expertise

Corporate communications

Improving employee services

Capturing and sharing knowledge

Fostering innovation (from internal and external sources)

Reducing use of email or face-to-face meetings

Modernizing the intranet portals

Collecting customer and market information

Providing customer support

Social Software – Business Uses

Base: 603 North American and European IT decision-makersSource: Enterprise And SMB Software Survey, North America And Europe, Q4 2009

2010 Report:

Social Intranet 2.0

“Employees”My View• Information• Conversation

s• Relationships• Bookmarks• Teams• Connections

“Teams”Group View• Projects• Departments• Business Units• Committees• SIGs

“Enterprise”Corporate View• Knowledge• People• Talent• Expertise • IP• Projects• Relationships• Processes

Social Media Playbook

Key Stakeholder Groups

Business Owners

– Control– Ownership– Want it “Now”– Feature rich– Easy to use– Cost effective– Training/Tutorials– Support

Executives

– Information Architecture– Compliance– Governance– Measurement– IP Protection– Productivity– Knowledge discovery/reuse– Risk

– Secure– Reliable– Performance– Back ups– Extensible (API)– Scalable– Support & Maintenance

Different: Goals – Objectives – Outcomes

Departments, Business Units, Committees, Project Teams

CIO, CTO, CSOIT, IS, Hosting Services, Security

Emergence of the Social Intranet

Toby WardCEO, Prescient Digitalwww.PrescientDigital.com

Listen. Understand. Deliver. We treat each client as unique;

we listen to their needs, goals and challenges; understand a client's requirements and potential; and deliver highly effective & innovative website & intranet

plans & designs

www.PrescientDigital.com

Evidence / Prevalence

One or more 2.0 tools

87%55% Enterprise Deployment

Most popular:BlogsDiscussion Instant Msg

Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants

Blog deployment

53%Up 10%

18% enterprise deployment

35% limited deployment

8% have no plans

ThomsonReuters

Choose Blogs (subscribe)

ThomsonReuters

Idea Management - Oce

Wiki deployment

49%Up 5%

11% have no plans

The Social Intranet

The Social Intranet An intranet that features multiple social media tools for most

or all employees Multiple social media tools with at least some or limited

exposure (optional) from the main intranet or portal home page

Woven into most aspects of content consumption

Employee Networking

Employee networking

27%Up 42%

19% have no plans

Social Intranet Metrics

Social Intranet Metrics Adoption Rate

65% of employees join in first three months (Sabre)More than 90% participation rate after 1 yr (Sabre)

Frequent useNearly 1 million wikis (BT)60% of questions answered within 1 hr of posting (Sabre)Each question posted receives an avg of 9 answers (Sabre)

Growing cost savings400,000 EUROS in savings from IDEAS blog (Oce)US$500,000 hard cost savings in yr 1 (Sabre)

IGLOO Case Studies

BlackBerry Partners Fund

www.blackberrypartnersfund.com

Business ChallengeBlackBerry Partners Fund wanted two main

functionalities with their site – a publicly accessible website and a private online community.

Community Solution• Online community manages all aspects of

its multi-phased “stage and gate” process of due diligence and decision making.

• An IGLOO Community provides a comprehensive solution by delivering a suite of content management, collaboration and social networking tools.

• Portions of the community are available as a public website to promote the fund to potential subscribers and applicants for funding.

Motorola User GroupsBusiness ChallengeMotorola needed a way to connect to specific

user groups together online to share best practices, trouble shoot issues and help guide future product directions.

Community Solution• Manage and coordinate over 100 distinct

user groups and their activities

• Gather feedback on product features andset up test groups on new products

• Connect members via product usage& product types

• Create and disseminate customertestimonials & stories

IGLOO Social IntranetBusiness ChallengeIGLOO Software needed an internal

social intranet to connect their employees, share knowledge, improve communications and foster team collaboration.

Community SolutionSocial Intranet for connecting all

employees. in the company.• LDAP authentication• Corporate Activity Pulse• Blogs• Event Calendar• Group/Team Spaces• Best Practice Wiki• Social Profiles• Document Management• Email Notifications• Messaging• Connections

“Top 7” Recommendations

1. Start With a Plan– Measurable goals, objectives, timelines and outcomes

2. Start Small– Pilot Project– Contain It!!– Management Buy In

3. Identify/Understand/Document the Risks– Technology, Operational, Culture

4. Understand Your Stakeholders– Needs, & Behaviors, Expectations

5. Resource It– Staffing, Expertise, Funding

6. Engage, Engage, Engage– Marketing, promotion and incentives

7. Measure & Monitor– What is working, and what it not!!!– Modify and change

Measuring ROI

1. Do you get new products or services to market - faster?2. Are their resulting cost reductions in existing business units because of improved processes

and communications?3. Has the community improved knowledge sharing? (i.e., best practices and tools that improve

the quality of processes, products, or services)4. Are you better connected to your customers? And are they more satisfied? Resulting in higher

customer retention and/or minimized support costs.5. Has knowledge sharing increased rate of innovation? New product improvements,

methodologies and/or ideas?6. Employee satisfaction and motivation, has it improved? Have your employee retention rates

gone up? Are more people applying for jobs? Have the number of sick days gone down?

ROI from a social context is not about “monetization” but measuring the incremental value it brings to your business.

It is about measuring how well an employee, team and/or even company is doing in meeting the business challenges they are trying to address.

1.877.ON IGLOOwww.igloosoftware.com

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Thank You!!

toby@prescientdigital.com

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