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Slide 1: Emergence of the Social Intranet “An antiquated technology is reborn through social software.” Watch the webinar video instead Toby Ward CEO, Prescient Digital toby@prescientdigital.com May 6th, 2010 Dan Latendre CEO, IGLOO Software dlatendre@igloosoftware.com May 6th, 2010 © Copyright IGLOO Inc. 2009. All rights reserved.
Slide 2: 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
Slide 3: #intranet2 Twitter hashtag @intranet2 @tobyward @ynanasi
Slide 4: Our Presenters Toby Ward CEO, 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 Latendre CEO, 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.
Slide 5: Who’s Participating…  Webinar Attendee Snapshot: – – – – – – – – Bank of America Burger King Cancer Research UK General Electric Kelly Services Lexis Nexis Nortel Oxfam International – – – – – – – – – Pfizer RIM RBC Scotia Bank TD Bank Target Telus Visa Xerox Social Media Web Marketing Customer Support Human Resources Collaboration Public Relations Information Systems Marketing Communications Knowledge Management Consultants Project Management Training  Industries Represented: – – – – – Academic Consulting Companies Finance and Banking Food and Beverage Health Care – – – – – Not for Profit Pharmaceutical Public Sector Retail Telecommunications
Slide 6: “Creating Online Business Communities” IGLOO Software Dan Latendre CEO, IGLOO Software
Slide 7: IGLOO Software We help organizations deploy successful online business communities powered by social software. INFORMATION Audience – – Employees & Teams Productivity, agility and innovation through a more connected & knowledgeable workforce 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 Brand loyalty and building trusted relationships Extending social software beyond the corporate firewall to connect with your partners, customers and suppliers to create deeper, stronger & more trusted relationships Business Value Business Value – PEOPLE ACTIVITIES – How? How? – SOCIAL FUNDRAISING 2.0 GOVERNMENT 2.0 ADVOCACY 2.0 EDUCATION2.0 E-HEALTH BUSINESS & MARKETING 2.0
Slide 8: The Social Side of Business Business is both a personal and social activity... Companies don’t build products, do deals or make service calls... INFORMATION ...People do! PEOPLE 8 ACTIVITIES
Slide 9: 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
Slide 10: Social Software – Business Uses Base: 603 North American and European IT decision-makers Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009 2010 Report: Providing customer support 30% 28% 48% 41% 24% 52% 37% 51% 20% 44% 40% Collecting customer and market information Modernizing the intranet portals Reducing use of email or face-to-face meetings Fostering innovation (from internal and external sources) Capturing and sharing knowledge Improving employee services Corporate communications Locating experts/expertise Fostering collaboration within a division or group Managing projects
Slide 11: Social Intranet 2.0 “Employees” My View • Information • Conversations • Relationships • Bookmarks • Teams • Connections “Teams” Group View • Projects • Departments • Business Units • Committees • SIGs “Enterprise” Corporate View • Knowledge • People • Talent • Expertise • IP • Projects • Relationships • Processes © Copyright IGLOO Inc. 2009. All rights reserved.
Slide 12: Social Media Playbook
Slide 13: Key Stakeholder Groups Different: Goals – Objectives – Outcomes Business Owners – – – – – – – – Control Ownership Want it “Now” Feature rich Easy to use Cost effective Training/Tutorials Support – – – – – – – IT – – – – – – – Secure Reliable Performance Back ups Extensible (API) Scalable Support & Maintenance Executives Information Architecture Compliance Governance Measurement IP Protection Productivity Knowledge discovery/reuse – Risk IT, IS, Hosting Services, Security Departments, Business Units, Committees, Project Teams CIO, CTO, CSO © IGLOO Inc. 2009. All rights reserved.
Slide 14: Emergence of the Social Intranet Toby Ward CEO, Prescient Digital www.PrescientDigital.com
Slide 15: 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
Slide 16: www.PrescientDigital.com
Slide 17: Strictly Confidential ©
Slide 18: Evidence / Prevalence Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 19: One or more 2.0 tools Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants 87% Strictly Confidential © 2010 Prescient Digital Media 55% Enterprise Deployment Most popular: Blogs Discussion Instant Msg Not For Distribution 1919+
Slide 20: Blogs Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 21: Blog deployment Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants Up 10% 53% Strictly Confidential © 2010 Prescient Digital Media 18% enterprise deployment 35% limited deployment 8% have no plans Not For Distribution 2121+
Slide 22: ThomsonReuters Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 23: Choose Blogs (subscribe) Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Slide 24: Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Slide 25: ThomsonReuters Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 26: Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Slide 27: Idea Management - Oce Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 29: Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Slide 30: IBM Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Slide 31: Wikis Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 32: Wiki deployment Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants Up 5% 49% Strictly Confidential © 2010 Prescient Digital Media 17% enterprise deployment 32% limited deployment 11% have no plans Not For Distribution 3232+
Slide 33: Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Slide 34: Strictly Confidential ©
Slide 35: Strictly Confidential ©
Slide 36: The Social Intranet Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 37: 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   Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 38: www.PrescientDigital.com
Slide 39: Employee Networking Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 40: Employee networking Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants Up 42% 27% Strictly Confidential © 2010 Prescient Digital Media 13% enterprise deployment 14% limited deployment 19% have no plans Not For Distribution 4040+
Slide 43: Social Intranet Metrics Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 44: Social Intranet Metrics  Adoption Rate 65% of employees join in first three months (Sabre) More than 90% participation rate after 1 yr (Sabre) Frequent use Nearly 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 savings 400,000 EUROS in savings from IDEAS blog (Oce) US$500,000 hard cost savings in yr 1 (Sabre)   Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 45: IGLOO Case Studies Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Slide 46: BlackBerry Partners Fund Business Challenge BlackBerry 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. • • www.blackberrypartnersfund.com © Copyright IGLOO Inc. 2009. All rights reserved.
Slide 47: Motorola User Groups Business Challenge Motorola 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 and set up test groups on new products Connect members via product usage & product types Create and disseminate customer testimonials & stories © Copyright IGLOO Inc. 2009. All rights reserved.
Slide 48: IGLOO Social Intranet Business Challenge IGLOO Software needed an internal social intranet to connect their employees, share knowledge, improve communications and foster team collaboration. Community Solution Social 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 © Copyright IGLOO Inc. 2009. All rights reserved.
Slide 49: “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 What is working, and what it not!!! Modify and change 7. Measure & Monitor
Slide 50: Measuring ROI 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. 2. 3. 4. 5. 6. Do you get new products or services to market - faster? Are their resulting cost reductions in existing business units because of improved processes and communications? Has the community improved knowledge sharing? (i.e., best practices and tools that improve the quality of processes, products, or services) Are you better connected to your customers? And are they more satisfied? Resulting in higher customer retention and/or minimized support costs. Has knowledge sharing increased rate of innovation? New product improvements, methodologies and/or ideas? 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?
Slide 51: Thank You!!  Create a Free Community  toby@prescientdigital.com    Become A Playbook Member Become A Partner Request a Demo      www.PrescientDigital.com www. IntranetBlog.com www.Twitter.com/TobyWard www.Communexions.com 416.986.2226 1.877.ON IGLOO www.igloosoftware.com