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Attached is the presentation shared in the Intranet Track on Thursday at J. Boye 2011 Aarhus, Denmark in November 2011.
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11/10/11 CSC Case Study 1 © 2011 Computer Sciences Corporation @cflanagan
@cflanagan
CLAIRE FLANAGAN CSC Director, Social Business
and Community Strategy
J BOYE : NOVEMBER 2011
SUCCESSFUL STRATEGIES TO
SOCIALIZE YOUR INTRANET
11/10/11 CSC Case Study 2 © 2011 Computer Sciences Corporation @cflanagan
SOCIALIZE MY INTRANET? @cflanagan
11/10/11 CSC Case Study 3 © 2011 Computer Sciences Corporation @cflanagan
By 2014, social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20 percent of business users.
“ “ Gartner Predicts 2010
“Social Software Is an Enterprise Reality”, December 2009 http://bit.ly/gIthoV
11/10/11 CSC Case Study 4 © 2011 Computer Sciences Corporation @cflanagan
“ “The intranet is dead. Long live the intranet.”
The Next Web, July 2010 http://tnw.co/eb4YhI
The baseline has shifted…no longer enough to provide sophisticated content management.
Today’s intranet needs to have peer-to-peer engagement and multi-channel communications embedded at their very core.
“
11/10/11 CSC Case Study 5 © 2011 Computer Sciences Corporation @cflanagan
What is Social Business?
11/10/11 CSC Case Study 6 © 2011 Computer Sciences Corporation @cflanagan
Social Business Is Not . . .
11/10/11 CSC Case Study 7 © 2011 Computer Sciences Corporation @cflanagan
Social Business . . .
• Supports Business Goals
• Provides environments where members: – engage, create, organize and share
information – find, connect and interact with others
• Supports teaming, communities and networking with value chain (employees, customers, partners, prospects, alumni, etc.)
Gartner Magic Quadrant for Social Software in the Workplace", Gartner. 25 October 2010, ID:G00207256
Gartner Magic Quadrant for Externally Facing Social Software, Gartner. 5 July 2010, ID:G00201627
11/10/11 CSC Case Study 8 © 2011 Computer Sciences Corporation @cflanagan
Content Centric Informa.on Push
Content Engagement Community
User-‐Centric Ac.vity Streams
1 Way Content Intranet, Portal
Explicit Recruitment WOM Recruitment
Content Owners Top Down
Par.cipa.ve User Generated
Fixed Taxonomy Workflows
Emergent Transparent, Open
What’s Different?
From Web 1.0 To Social Business
Social Business Works the Way People Want to Work
11/10/11 CSC Case Study 9 © 2011 Computer Sciences Corporation @cflanagan
Use Cases Locate
Exper.se Co-‐Create & Collaborate Organize Personalize
Socialize People & Content
Rich Profiles
Avatars
Corporate Directory
Colleagues, Friends & Connec<ons
Exper<se Loca<on
Wikis
Documents
Discussions
Blogs
Polls
RSS Feeds
Ac<vity Streams
Videos
Ideas
Microblog (Status Update)
Liking
Ra<ng
Tags
Invite/No<fy
Groups
Communi<es
Structured Spaces
Projects
Personal Docs
Dashboard
Widgets
Watch
Follow
Track
Subscribe
No<fy
Find Search, Follow, Watch Bookmarks Folksonomy, Tag Clouds Ac<vity Streams
Intelligence Analy<cs Sen<ment Analysis Social Media Monitoring
What are the Key Features?
11/10/11 CSC Case Study 10 © 2011 Computer Sciences Corporation @cflanagan
CSC: 50+ Years of Client Service Excellence
CSC Locations
Other Client Engagements
2,500 world-class customers — 90 countries — 94,000 employees A TRUE GLOBAL DELIVERY MODEL
FORTUNE 150, “MOST ADMIRED COMPANY"
MISSION-CRITICAL DELIVERY
EXCELLENCE
SIX INDUSTRY VERTICALS
$16.2 B BUSINESS SOLUTIONS &
SERVICES
11/10/11 CSC Case Study 11 © 2011 Computer Sciences Corporation @cflanagan
Early Intranet and Distributed
Portals Full Global
Portal CSC Wiki C3 — Social
Collaboration Platform
Integrate Extend Evolve
This is one step of many — it’s part of the journey
COLLABORATION IS IN OUR DNA
11/10/11 CSC Case Study 12 © 2011 Computer Sciences Corporation @cflanagan
EXPERT, ASSET LOCATION NEW HIRE ONBOARDING INTELLECTUAL PROPERTY SILOS / INNOVATION BARRIERS THOUGHT LEADERSHIP
…YET STILL FACE
BUSINESS PROBLEMS
11/10/11 CSC Case Study 13 © 2011 Computer Sciences Corporation @cflanagan
C3: Connect. Communicate. Collaborate.
Award-winning, enterprise-class, global social collaboration where employees:
• Connect: Time zones, distance no longer barriers
• Communicate: Share their work, thoughts
• Collaborate: Get work done with others
Finalist 2010
Internal Evangelist of the Year Award
November 2009
Community Adoption Award October 2009
Jive Champion Award September 2010
11/10/11 CSC Case Study 14 © 2011 Computer Sciences Corporation @cflanagan
C3 Adoption Best Practices Secret Weapons to Going Viral, Global
39%
9%
29%
22% 1%
Asia Pacific
EMEA
India
North America
Latin America
100% User Adop.on
Portal shut-‐down Jan ’11 New “normal” 4+M ac.vi.es
Global par.cipa.on
11/10/11 CSC Case Study 15 © 2011 Computer Sciences Corporation @cflanagan
C3 Provides Business Value Collapsed .me, distance barriers to leverage global exper.se
Reduced proposal development cycle .me, customer acquisi.on costs
Improved exper.se loca.on and engagement
Improved new employee onboarding
Increased broad collabora.on to drive process efficiencies
11/10/11 CSC Case Study 16 © 2011 Computer Sciences Corporation @cflanagan
C3 Wins Hearts and Minds Becomes Part of Everyday Work
“Proud to be CSC”
“I went from being a skep<c to a convert. It just makes you want to get involved!”
“C3 is just what we need to start leveraging the power of the wider organiza<on.”
“C3 will transform CSC … allows us to overcome silos.”
“C3 is the de facto standard for how we collaborate. It's the language of the company.” Lem Lasher, President, CSC GBS
“It is a key tool to achieve the ‘One CSC’ vision.” Leif Ulstrup, President, CSC FCP
11/10/11 CSC Case Study 17 © 2011 Computer Sciences Corporation @cflanagan
PLAN FOR ADOPTION
You can’t plan to go viral. You can’t go viral if you don’t plan well.
11/10/11 CSC Case Study 18 © 2011 Computer Sciences Corporation @cflanagan
DON’T DO
Execu.ves
Taxonomy Poli.cs/Culture Fit with Other
Tools
Deployment
Staffing
Content Conversa.on
Speed to Users
You can’t plan to go viral. You can’t go viral if you don’t plan well.
Adoption Principles
11/10/11 CSC Case Study 19 © 2011 Computer Sciences Corporation @cflanagan
DON’T DO
Execu.ves Overlook Find execu<ves to “walk the talk”
Taxonomy Reflect organiza<on chart Allow pa_erns to emerge
Poli.cs/Culture Ignore Listen, learn, adapt
Fit with Other Tools
Fail to provide guidance “What do I use when?”
Deployment “If you build it, they will come” Plan for adop<on
Staffing Discount Locate advocates Staff community manager
Content Launch a blank slate Seed use cases, groundswell
Conversa.on Think just work, no play Provide “watercooler”
Speed to Users Hold for perfec<on Pilot. Frequent releases
You can’t plan to go viral. You can’t go viral if you don’t plan well.
Adoption Principles
11/10/11 CSC Case Study 20 © 2011 Computer Sciences Corporation @cflanagan
1. EXECUTIVES
2. COMMUNITY MGR &
ADVOCATES
3. BUSINESS USE CASES
4. EDUCATION & SUPPORT
Adoption Model
11/10/11 CSC Case Study 21 © 2011 Computer Sciences Corporation @cflanagan
1. EXECUTIVES AS ADVOCATES
SECURE TOP DOWN SUPPORT
11/10/11 CSC Case Study 22 © 2011 Computer Sciences Corporation @cflanagan
2. STAFF COMMUNITY MANAGER
11/10/11 CSC Case Study 23 © 2011 Computer Sciences Corporation @cflanagan
2. Staff Community Manager
• Adoption Planner
• Advocate Leader
• Coach / Trainer
• Conversation Starter /
Moderator
• Welcome Wagon
• Govern. Measure. Manage
11/10/11 CSC Case Study 24 © 2011 Computer Sciences Corporation @cflanagan
BUILD GROUNDSWELL
2. ENGAGE ADVOCATES
11/10/11 CSC Case Study 25 © 2011 Computer Sciences Corporation @cflanagan
2. Advocates: What Do They Do?
3. Provide Member Support
1. Share Community Work
2. Story Teller (WOM)
5. Provide Trusted Feedback
3. Prune / Curate
11/10/11 CSC Case Study 26 © 2011 Computer Sciences Corporation @cflanagan
3. BUILD BUSINESS
USE CASES
11/10/11 CSC Case Study 27 © 2011 Computer Sciences Corporation @cflanagan
3. Build Business Use Cases
• New product development • Innovation • New business & customer support
• Peer support • Career development • Communities of Practice and Interest
• Executive communications & strategy alignment
11/10/11 CSC Case Study 28 © 2011 Computer Sciences Corporation @cflanagan
know each other People work better together
when they
on a personal level. “ “ h_p://knowledge.wpcarey.asu.edu/ar<cle.cfm?ar<cleid=1653
11/10/11 CSC Case Study 29 © 2011 Computer Sciences Corporation @cflanagan
4. USER EDUCATION AND SUPPORT
11/10/11 CSC Case Study 30 © 2011 Computer Sciences Corporation @cflanagan
Founda.on
4. Education: Business & Tool Skills
11/10/11 CSC Case Study 31 © 2011 Computer Sciences Corporation @cflanagan
C 3 CSC.com
CSC Social Business Footprint Innovation Through a Well-Crafted Ecosystem
csc.com Community.csc.com
(June 2010)
Social Media
WikonnecT (Sept 2008)
Exclusive Access (Fall 2011)
C3 Employee (May 2009) InTouch
(Summer 2010)
11/10/11 CSC Case Study 32 © 2011 Computer Sciences Corporation @cflanagan
Social Media
C3 Production
C3 Pilot
Community.csc.com Pilot
Customer/Partner Private (WikonnecT: Financial Services)
Customer/Partner (extend)
InTouch
May 2009
July 2009
Sept 2009
Nov 2009
Jan 2010
March 2010
May 2010
July 2010
Sept 2010
Nov 2010
Jan 2011
March 2011
May 2011
July 2011
Launch
SSO Video
Renew & Extend
CSC Find
Portal Shut- Down
Launch
CSC Social Business Journey
Employee Community Public
Customer/Partner Exclusive Alumni
Social Media
11/10/11 CSC Case Study 33 © 2011 Computer Sciences Corporation @cflanagan
If You Plan Well, They Will Come!
1. Be Credible – Do your homework – Know the industry – Know your company strategy, culture
2. Engage Sponsors – Talk executive – Build partnerships with stakeholders
3. Move Quickly – Speed to users (pilot, frequent releases)
4. Plan for Adoption – Select the right tool, plan for scale, make the best first impression – Locate advocates to go wide, global – Think top down, bottom up, sideways – Seed use cases; don’t forget the Watercooler
5. Be Ready to Adapt
11/10/11 CSC Case Study 34 © 2011 Computer Sciences Corporation @cflanagan
CSCNews CSC CSC CSCNews
Claire Flanagan Director, KM and Enterprise Social Business, Communi<es Strategy CSC Office of Innova<on Linked In: h_p://www.linkedin.com/in/cflanagan Twiher: cflanagan