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Engage within the digital workplace at Alcatel Lucent Jerome Colombe
- 1. © Erikdegraaf
ENGAGE WITHIN THE DIGITAL WORKPLACE
IF SELF-SERVICE WAS THE SOLUTION?
Jerome Colombe - @sYsIphe
Social Business Forum 2012 #SBF12 – Milan (Italy)
1
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 2. ALCATEL-LUCENT
Employees: 77,000+ Revenues: €15.3 billion R&D: €2.5 billion Nobel Prizes: 7
Russia
Romania
Ireland Poland
UK Slovakia
Canada Belgium
France
Germany Turkey
USA Netherlands South Korea
Italy Israel China
Spain Taiwan
India
Singapore
Brazil
Australia
Executive Business Centers
Worldwide Presence Bell Labs Research Centers
Product & Solution
Employee Nationalities
more than 130 countries Development Centers more than 100
IP Transformation Centers
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 3. AGENDA
© Fotolia
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 5. TRANSFORMATION IN LESS OF 2 YEARS
OUR EQUATION: SIMPLE TRIGGERS
A NEW GUY … … OLD WORDS
TRANSPARENCY
OPENNESS
TRUST
RESPONSABILITY
“Call Me Ben” EXCELLENCE
5
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 6. ALCATEL-LUCENT 2.0 JOURNEY
Blog
Forum
Wiki
Sharepoint
+ Ask@Ben + Comment & Rating (Intranet) + Engage II (Jive 5)
+ Microbloging (Yammer) + ALU TV (Youtube like) + Digital Workplace
+ Livebloging, Livechat
+ Social Sharepoint (pilot)
+ Café Wiki
+ Engage (Jive)
+ Café Engage
+ Home 2.0 © Glennz
6
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 7. IMPACT ON ALU INTRANET ECOSYSTEM
USAGES & ACTIVITIES IN 2011
17M
HOME 2.0
visits 6M
INTRANET 2.0
visits 4M visits
SOCIAL / TV
COLLABORATIVE
3500
VIDEOS (ALU TV)
7
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 8. OUR NEW DNA: ENGAGE
LEARN AS WE GO ALONG
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- 9. 58000+ PROFILES
4000+ GROUPS
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- 11. ENGAGE PRINCIPLES
Adoption first
Community Manager
Advocates roles
with
No Governance
No Filter
No Moderation
No R.O.I. © Fotolia
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 12. ENGAGE USAGE IN 2011
USAGES & ACTIVITIES
43%
ACTIVE
25%
PARTICIPATING
12%
CONTRIBUTING
1300
POLLS/SURVEYS
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 15. INTERACTIONS FOCUS
THE BLOG EFFECTS!
A blog
generates
a lot of replies
One of the node is
a star!
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs
- 16. SOCIAL INTERACTIONS INTRODUCE NEW METRICS
TO ENRICH COMMUNITIES, EXPERTISES AND INFLUENCES
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs
- 17. ENGAGE AS ENTERPRISE 2.0 LABS
WHICH STILL REPRESENTS ALU CORE OBJECTIVES
BUT 4000+
… TOP TAGS
GROUP/COMMUNITIES …
MANAGEMENT
MARKETING
CUSTOMERS
SERVICES
SUPPORT
INNOVATION
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 29. Impact of
migration vs
adoption in
Enterprise 2.0?
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 30. THE DIGITAL WORKPLACE STRATEGY
OUR NEW INTRANET ECOSYSTEM STRATEGY (by Jane McConnell*)
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* More information: www.netjmc.com COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 31. SELF-SERVICE ECOSYSTEM
AROUND ENGAGE
• Intranet Light + Homepage II
• Email & Office Collaborative tools
• Quality search instead of quantity
• Business @ Employee applications
• Sharepoint
• And a lot of “like”
• Twitter Like
• ALU TV II (Youtube like)
• Slideshare like
• Dropbox like
• Scribd like
• Survey like
• Apps & Intranet marketplace
• Database stores
© Fotolia
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 32. NEXT ENGAGE STAGES IN 2012
ADOPTION, MIGRATION AND DIGITAL WORKPLACE
COMMUNICATION HELP AND SUPPORT
“ENGAGE” CAMPAIGN CROWDSOURCING
• Orchestration • The life of Engage
• Evangelization • Best practices
• New adapted tutorial • Expert roles and highlights
• Clarify the ecosystem
ANALYSIS ANIMATION
TOOLS & REPORTING CM ROLE AND ACTIONS
• Basic metrics • “Cleaning Day”
• Social Media oriented metrics • Dedicated training
• Data visualizations • Serendipity and support
32
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 33. © Paramount
ENGAGE is like a box of chocolates, we never know what
we’ll get … but we want continue to taste it!
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 35. ANNEXES
35
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 36. CONNECT-COLLABORATE-CONTRIBUTE
FROM ADOPTION TO EFFECTIVE COLLABORATION
TYPE OF COMMUNITY
TYPOLOGY • Cross-organization, Business, Non professional oriented
• Organic, Project, R&D, Technology related
ORGANIZATION
COMMUNITY • Community Manager full time (2 experts – animation and tools)
MANAGEMENT • Advocates (20) et Group/Community owners
INTERACTION
SUPPORT • Support done by CM, Advocates, Group owners and Users
• Expert presence, Crowdsoursing principle
36
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 37. BEST PRACTICES ALU BENEFITS
THE SIDE OF LIGHT
RESTRUCTURING
THE INTERNAL COMMUNICATIONS
- Review of the relevance of internal channels
- Mainstreaming discussion and collaboration
COMMITMENT
IMPACTS TO CONVINCE AND HELP COLLEAGUES
& - Organization of “Cafés Engage” in several countries
USAGES - Birth of initiatives directly and only within “Engage”
- Get help managed by advocates and users
EMERGENCE
OF CROWDSOURCING PRINCIPLES
- Confirmation of existence and importance of experts
- Use of expertise to start or amend ideas & documentation
- Managers encourage to participate and get new ideas
37
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 38. RISKS AND PITFALS
THE DARK SIDE
COPYCAT
FORMER HABITS
- Temptation to recreate / clone / migrate Intranet
- Return of new silos (via group vs community)
- Official versus UGC for communications
BYPASS
ORGANISATION DECISIONS TACTIC
- Challenge all decisions made before &
- Need of full transparency even on “sensitive” topics CHANGES
- Express and questions on re-organizations
QUESTIONNING
IMPACTS FOR SOCIAL NETWORKING
- Place of anonymous in the debate (representativeness)
- Overload of information (expressing of feeling)
- Outdated and unconcluded threads
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 39. PROGRESSIVE & PRAGMATIC USAGES
SOME EXAMPLES
PASSION GET HELP
PHOTOGRAPHY EMPLOYEE TO EMPLOYEE
UNIVERSAL TOPIC SUPPORT
• Theme of the month • CM|Advocates|Users on duty
• Tips & Ideas • Café Engage
• Amélie Poulain @ ALU! • Guidebook
• Engage: the platform life
ENGAGE INSIDE SUCCESS STORIES
FOOJ WITH ENGAGE PRODUCTIVITY | IDEAS
DEVELOP WITH ENGAGE ENGAGEMENT
• No governance • Email usage re-visited
• Data visualization • Think Out Loud
• Bell labs & R&D integration • Tagging and search
• Unique Communications • Social Media Ninja
channel (e.g. Earnings Q&A) • Sales & Marketing
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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 40. NEW OPPORTUNITIES
THE POWER OF THE CONTENT (finally!) FOR
COMMUNICATIONS | Perspectives
• Integrate individual communications within the global one
• Re-focus the importance of tagging and opting-in for individuals
• Reduce the noise and bet on serendipity to spread up information
• Community manager as new communication manager
ORGANIZATIONS | Initiatives
• Faster consideration of reality of the field
• Influence of community in decision making
• Review of Marketing-Communications “deliverables”
• Advocates and Experts in front to help and support
INNOVATIONS | Speed of ideas
• “Fly our own jet” strategy
• Integrate external collaboration within internal
• Immediate success stories sharing
• Integrate “Engage” within Bell Labs initiatives
40
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
- 41. INTERNAL SURVEY AFTER 1 YEAR
WHAT THINK OUR COLLEAGUES?
71%
EASIER
55%
EASIER
60%
EASIER
CONNECT | Easier to be more aware of other ALU areas
COLLABORATE | Easier to find information and expertise
CONTRIBUTE | Easier to reach, ask, share, advertise …
41
COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
Notas del editor
- And Lobby
- CF Mark Morrell but at the end for ALU, the users decided for ourselves. They adopted and use it as they want for their own benefits
- CF Mark Morrell but at the end for ALU, the users decided for ourselves. They adopted and use it as they want for their own benefits