Driving business impact through social collaboration initiatives and technologies Neil Ward-Dutton

Driving Business Impact Through Social Collaboration Initiatives and Technologies

Neil Ward-Dutton, Research Director

www.mwdadvisors.com 2© MWD Advisors

“There’s nothing more expensive than employees who do not have the skills to do their jobs well”*

The imperative Changing customer and

stakeholder expectations– Responsiveness– Knowledge levels,– Service integration

across channels– etc

Dispersed, remote, mobile workforces

Knowledge silos

Four social collaboration examples to share Pearson – learning and

education Air France-KLM Cargo

– transport Yellow Pages Group –

marketing services Southeastern Railway

– transport

*Josh Bersin, Deloitte


Rich platforms with many capabilities; not just ‘Facebook for the Enterprise’

Collaborative editing

File sharing

Blogs

Wikis

Email

IM

Web conferencing

Micro-blogging

Task management

Project management

Workflow

© MWD Advisors 2014


Pearson

Background 150+ year heritage, very

diversified business with many acquisitions

Since 2000: focus on learning and technology

40,000 people in 80 countries

Catalyst Need to consolidate brands,

technologies, platforms Many mobile workers

needed more help to find information, get work done

Project Led by HR with mandate from

CEO, to deliver in 12 months Used Jive platform, initially on-

premises but now shifting to cloud

Results One shared social collaboration

platform (‘Neo’) replacing 130 intranets

Significantly reduced cost of new workplace platform deployments (LMS, productivity apps)

Reduced support costs Reduced travel costs


Air France-KLM Cargo

Background Merger of 3 air transport

businessesCatalyst Post-merger recovery

plan following economic downturn (2012)

Needed to integrate businesses, processes and culture

Improve sales performance, professionalism of staff

Project Started by integrating sales

teams with Salesforce Sales Cloud

Used Chatter to help drive adoption of primary business application

Started tactically; now a strategic integration tool

Results 1,600 employees now on

platform Much greater collaborative

working styles and habits Better collaboration between

Sales and Customer Service staff


Yellow Pages Group

Background Directory provider shifting to

digital media and marketing solutions

Catalyst Need to drive faster and

more consistent decision-making: business cycle shifted from 6-monthly to real-time

40% remote (sales) workers needed a better way to share knowledge

Existing SharePoint platform overly rigid and centralised

Project Replace SharePoint with

tibbr, Liferay, Oracle Taleo, Box

Results Social intranet has taken

over from other internal comms channels (inc email) for HR, marketing

Sales teams particularly enthusiastic, sharing client success stories


Southeastern Railway

Background 150+ year heritage, very

diversified business with many acquisitions

Since 2000: focus on learning and technology

40,000 people in 80 countriesCatalyst Previous static intranet largely

unused; poor corporate email habits

Customers’ use of social media leading to need to respond to issues/questions faster

Project ‘Workmate’ project led by

Communications team took 6 months

Socialtext on-premisesResults 67% staff are active users Improved ability to handle

service peaks during Olympics

Remote workers more connected (ticket office staff amongst the greatest users)

Greater transparency in operations

© MWD Advisors www.mwdadvisors.com 8

Making it work in practice

Communicate, Engage, Incentivise

Broaden reach with an advocate network

Get technology strategy right

Measure and share success

• Focus on personal and team benefits, not just company-wide and strategic benefits

• Lead by example• Use real, relevant examples• Help them identify quick wins

• Their reasons may be perfectly valid

• Winning over these people could be vital


Engage and educate, don’t just train

What’s in it for me?

Show, don’t tell

Actively identify resistance and understand it


Build a flexible education programme

One-to-one sessions

In person

Real-time

Self-service / peer support

Formal/trainer led

On-demand

Online

Group workshopsVs.

Vs.

Vs.

Vs.

Availability

Location

ReadinessAccess

Seniority

Preference

Want to learn more? Come to Making Social Collaboration Work!

Case study speakers including Pearson, Southeastern Railway + othersMore info at www.socialcollaborationevent.com

May 14th 2015

Farringdon, London