TicketMaster Yammer Rollout

Ticketmaster & YammerOur experiences thus far

3rd March 2015

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Contents

03What has worked for us?

Subsection Subsection Subsection




01About Ticketmaster / LNE

Who am I?

Who are Ticketmaster

Live Nation Entertainment

Large Number of Domains to migrate in

02Yammer related guidance

What problem is Yammer solving?

Looking at Yammer literature

Looking at the Yammer Success Centre

Producing internal guidance

04Moving forwards

Using the API for search in SPO

Looking at better analytics


01About Ticketmaster

About Me

About Ticketmaster

Live Nation Entertainment


About meAbout Me

xxx

xxx.

xxx


#3 ecommerce site in the world

94% live-event goers aware of Ticketmaster

#1 market leader in 8 markets

Founded in the US in 1976,

Ticketmaster has established itself

as not just the market leader in

online ticket purchasing, but also the

destination for access to a diverse

and exciting world of live

entertainment.

With a huge and unrivalled

infrastructure across the globe, we

offer our clients and customers all of

the benefits and opportunities

available on an extensive scale.

We are also a founding member of

STAR (Society of Ticket Agents and

Retailers), a London-based trade

group that ensures quality and fair

business practices for the live event

ticketing industry.

About TicketmasterWho are we?


Live Nation EntertainmentRegarding the wider family

Concerts have 23k events and 3k

artists over 33 countries. We also

produce over 60 festivals globally

each year, such as Download,

Calling and Wireless.

Media & sponsorship have over 750

brands, 34m unique visitors and 12m

mobile downloads

Artist Management have 50+

managers, 200+ artists and 750k

social media fans

Outside of these, there is also a

large number of joint ventures,

festivals and interest in emerging

markets that have access to our

network.


02Yammer related guidance

What problem is Yammer solving?

Having a look at Yammer literature

Lessons learned from case studies

Internal guidance is needed


What problem is Yammer solving?Is it a hard sell?

Most Software in a company meets a

need. Does Yammer break this

trend? Does an Enterprise Social

Network meet any perceivable need?


Yammer Success CentreWhat could we use?

Network Launch Resources

Some interesting / useful resources here for launching New User Check List

Yammer Help Group

Network Growth Resources

More resources aimed at growing a network. Again a

mixed bag Guide to measuring worth is an interesting document

Release Schedule (Now Office 365 Roadmap)

YCN now part of the Office 365 network

Additional Training Resources

This section cross posts some content from the

previous two. There arte some getting started decks

for Exec level that we haven’t used


Yammer Customer StoriesWhat could we learn?

Education & Public Sector Stories

UNICEF have provided a good case study about how

colleagues in the field can send / receive info

Financial Services & IT Stories

Manhattan Associates (US) also post a great case

study on how a senior Exec won’t just sponsor

Yammer; the users need to make it work and let the

management know

Manufacturing Stories

Quite a detailed case study on how little / no rules

were set up at Sharp’s Yammer instance and they

decided it was ok for staff to discuss hobbies /

interests


Producing Internal guidance / literatureGive your users a helping hand

Provide Internal Guidance / Literature

Which tool is best for the job?

Internally, we have a range of tools for getting hold of people, some use Skype, others use Cisco Jabber, others prefer

email or the phone. Some users may feel confused which tool is the best to use

Make the Start Group region agnostic

Our start group was originally called “Yammer 101, which has a very regionalised meaning. Renaming this made it

more accessible and open to all newcomers

Use the New User Start List from the Success Centre

This is a good list to have at hand and can be used in conjunction with the Start Group.

Setting up and configuring the alerts

Showing users how to configure and check their alerts is important. Otherwise, Yammer can send a lot of notification

email, which can undermine the goal of….cutting down email


03Some of our successes

International IT

Agile at TM International

International Process Improvement

One Nation on the Move

HR / Social


International ITSetting an example

International IT Group

International IT are responsible for all non-US IT for the

regions. In this group, we discuss project updates,

discuss new technologies / new finds and general IT

banter.

We do make sure that this isn’t used to try and bypass

established IT support processes.


Agile at TMSharing ideas and best practice

Agile at TM International

This group has allowed practioners of Agile to get

together and talk about its nuances and varieties but

in a very informal manner.

They have also run the occasional YamJam, with a

particular thought or suggestion in mind


International Process ImprovementGive your users a helping hand

Process Improvement

This group is run by the continuous improvement

program that’s part of the International PMO team.

Most people in here are passive consumers.

We also used the Yammer Widget to get this group

within SharePoint sites and will soon be moving onto

the SPO App.


One Nation on the MoveSports / fitness groups

One Nation on the Move

This group came up out of nowhere and focuses on

the running events and times of a lot of US

colleagues. As it was open, it allows everyone else

to join in.

London had a similar group for their own users,

which we linked in the links section./

We also set up a note for sharing IDs of our various

running applications for a bit of friendly competition


HR / Social RelatedHR functions / perks

Other Examples (Groups)

Staff Ticketing

As a Ticketing company, we get to discuss ticketing for events globally via a concierge service.

Live Benefits

An area for users to discuss and ask questions about their benefit and health perks

All4One (Encouraging Diversity)

HR led global campaign to discuss diversity and tolerance in the workforce


Other Misc UsesUsing tags / keywords

Other Examples (Non-Groups)

15th Anniversary of a Brand

One of the UK brands was celebrating its 15 year anniversary, so internally using a specific tag, marketing ran a little

campaign where staff were challenged to post a pic of themselves from 15 years ago

Danish Office Move

Danish Office Move: Using another tag, our Denmark team recently moved offices and marketing there set up a small

campaign internally for users to post their office move pictures

Recruitment

HR and internal recruitment occasionally post their available opportunities internally for us to look at. We run a

referral scheme and this means we can reach more or different internal users.


04Moving forwards

Interacting with SharePoint Search

Getting more meaningful

reports/stats


Using the API for integrating SPO SearchUsing tags / keywords

Integrating Yammer with SPO

Yammer Integration with SPO / SP2013 has been

slow, so using the API to surface results in our

search centres is something we’d like to explore

This would fit nicely alongside the Yammer Widgets

and the incoming Document Conversations


Getting better quality reportsPlugging into the Data API

Yammer Dashboard / Analytics is limited

Only measures “interactivity”

The verified admins have access to a Dashboard that only measures interactivity. It doesn’t allow you to assess

passive consumption of content.

Limited to 7 / 30 days

The report only covers the last 7 days or 30 days. It doesn’t allow you to go any further back or to customise the

reports to see now the network is going Quarter on Quarter or Year on Year


The End!Unless there’s any…

Entertainment & Humor

TicketMaster Yammer Rollout