implementing a social intranet in a global organisation
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ACE INSURANCE
Implementing a social intranet in a global organisationBy Robin MooreACE Group Regional Community Manager, Asia Pacific
@RobinChatting
10th Annual Melcrum Summit4 September 2013
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Agenda
ACE and me
Social intranet trends and benefits
ACE Global Village
Activating an employee community
Measuring adoption and impact
Collaboration Girl
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About the ACE Group
The world’s sixth-largest multiline property and casualty insurer, based on market capitalization of USD$30.4 billion (as at 30 July 2013)
ACE Limited, the parent company of the ACE Group, is listed on the New York Stock Exchange and is a component of the S&P 500 index.
Operations in 53 countries
Close to 20,000 employees
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My communications career
4 years with ACE Group as Corporate Communications Manager, Australia & New Zealand
15 months as Community Manager
14 years in communications
Background in journalism
Social business training session in Thailand
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SOCIAL INTRANET TRENDS AND BENEFITS
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Social networking for business“A new class of company is emerging – one that uses collaborative Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organization's reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise.”
Social technologies are now widely being used by companies across all industries
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Workplace social networking is helping deliver more collaborative work environments
39%increase in employeeconnectedness
30%higheremployeesatisfaction
34%less time to findinformation andexperts
Survey based on 500 executives from 350 companies
Benefits from getting social
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McKinsey reports on benefits of social intranets
"Improved communication and collaboration through social technologies could raise the productivity of interaction workers by 20 to 25 per cent.”
Source: McKinsey Global Institute analysis; International Data Corporation (IDC).
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Social intranet to become primary channel for noticing, deciding or acting on work information
Source: Gartner report Predicts 2013: Social and Collaboration Go Deeper and Wider.
Gartner predicts growth in social
"By 2016, 50% of large organizations will have internal Facebook-like social networks
30% of these will be considered as essential as email/telephones are today.”
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SOCIAL ASPIRATIONS
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ACE Global Village aspirations
Make work more satisfying and productive
Offer easy access to information and resources
Facilitate collaboration, ideas and problem solving
Enable employees to feel more engaged and connected
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18 month adoption curve
Becoming social requires behavioural change
The organisation’s culture evolves and adapts
Greater success in transparent organisations
Average adoption: 18 months
New ways of working
Months: 18141062
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ABOUT ACE GLOBAL VILLAGE
A glimpse into the ACE social intranet
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About ACE Global VillageReplaced old intranet with a Jive poweredsocial intranet
Designed for employee connectivity and communication
Featuring:Traditional intranet content A collaborative social platform
Focusing on:Employee engagement Productivity, knowledge sharing and innovation
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Fast search – rapidly find what you need
Social networking – the best elements of Linkedin, Twitter, Facebook and YouTube
Google translation tool
A social network for employees
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Find information fastJoin groups and collaborateGather feedbackGenerate ideas and vote Find expertsAsk questions and get answersReuse templates and other assetsDiscuss topicsKeep up on issuesSpeed new hire integrationCreate content
Activities on the social intranet
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Fast search
Activity stream: content chosen by you
Create your own content
Training, tips and user support
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Profile pictures
Avatar picture
Bio details and expertise
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Browse places to find groups to join
Groups can be helpful for teams, cross-functional projects or any collaborative activity.
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Conversations between multiple people in group
Option to mark an answer as ‘helpful’ or ‘correct’
Option to easily ‘Like’ someone’s answer or reply
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PROMOTING ADOPTION
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Encouraging employees
Training sessionsTown HallsPostersPhotoboothsCartoonsNewslettersEmail blastsAdvocatesOnline helpLeading by example
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Competitions proved popular
System naming competition
Best profile:• job description• extra profile photo
Easter egg hunt to illustrate search
Snap the train
Entry to the ‘Snap the Train’ competition
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Gamification motivation
Earn points by participating
Gain status levels via long-term use
Points and status levels prominent in profiles and activity streams
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A global conversation about refreshing the ACE brand
More than 5000 employees visited with half participating
Ideas
Photos
Discussions
Value
Using the tool: The Brand Jam
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METRICS AND MEASUREMENT
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Dashboard and data downloads available via Jive Community Manager Reports
Eg. 70,000 content items in the Village
Community Manager Reports
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Reports by region & country
Reports generated with SAP Business Intelligence OnDemand Tool
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New dashboard unlocking the data
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Analytics enabling clear insights
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Key metrics to follow
% of employees using the social intranet
Profile completion
Activity levels
% of employees active, contributing and participating
Growth of content
Questions and answers
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Active, participating or contributing
90-9-1 rule
% of employees:• readers• participants• contributors
Monthly comparisons
Country comparisons
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Measuring impact and value
Surveys
Focus groups
Business wins
Anecdotes
Noteworthy content
Examples of time saved, expenses saved or income earned
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Social intranet strengths
Locating an expert
Putting a face to a name
Locating a template or resource
Reaching a decision with multiple people
Innovating or getting feedback on an idea
Getting an answer when you are not sure who to ask
Examples where ACE Global Village outperforms
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Ways employees described AGV
“Our space to connect, communicate and collaborate.”
“A world of colleagues integrated as one.”
“Connects employees across borders, functions and levels with engaging social tools, enabling cooperation, information flow and results.”
ACE INSURANCE
Implementing a social intranet in a global organisationBy Robin MooreACE Group Regional Community Manager, Asia Pacific
@RobinChatting
10th Annual Melcrum Summit4 September 2013
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