online information 2011: global and social a case study of the implementation of a large-scale...

GLOBAL AND SOCIALA case study of the implementation of a

large-scale social intranet

Matt HamiltonDirector, Netsight Internet Solutions

Rebecca WilkinsCommunications Executive, Belron International

Belron® is the world's largest vehicle glass repair and replacement company,  owning some of the best known

brands in the industry including Carglass®,  Autoglass®, O'Brien® and Safelite®. Belron employs more than 25,000 people working in 33 countries worldwide, replacing a piece of glass or repairing a  windscreen somewhere in the world

every three seconds.

WE’RE GOING TO TALK ABOUT THE ‘INTRANET’

WE’RE GOING TO TALK ABOUT THE ‘INTRANET’

Enterprise����������� ������������������  Social����������� ������������������  Collaborative����������� ������������������  digital����������� ������������������  workplace

^

WHAT DOES THIS LOOK LIKE?

forums

1. ACKNOWLEDGE THE DIFFERENCES BETWEEN SOCIAL MEDIA INSIDE ABOUT OUTSIDE THE ENTERPRISE

CREATORSmake the social content which is consumed by others CONVERSATIONALISTS

are primarily interested in communication for social reasons but also voice their opinions

CRITICSrate and review products/services, comment on blogs, participate in forums, wikis etc.

COLLECTORSuse RSS (etc.) to “collect” content, vote content on sites like Digg, tag photos and web pages

JOINERSmaintain pro"les on and visit social sites.

SPECTATORSjust watch - reading blogs, looking at videos, paying attention to social sites.

INACTIVESForrester Research

-QUICK CONTENT-CREATION (USER CONTRIBUTED CONTENT)

-QUICK COMMUNICATION

-INTERACTIONS BETWEEN GROUPS OF USERS

WHAT DO WE WANT TO ACHIEVE?

-QUICK CONTENT-CREATION (USER CONTRIBUTED CONTENT)

-QUICK COMMUNICATION

-INTERACTIONS BETWEEN GROUPS OF USERS

“establishing and maintaining a connection among users, facilitating the mechanics of conversation and collaboration”

WHAT DO WE WANT TO ACHIEVE?

WHY DO WE SHARE?

STRENGTHEN BONDS

DEFINE COLLECTIVE IDENTITY

GAIN STATUS

WHY DO WE SHARE?

STRENGTHEN BONDS

DEFINE COLLECTIVE IDENTITY

GAIN STATUS

✓

✓

?

2. GOVERNANCE IS ESSENTIAL

LAYERS OF GOVERNANCE: THE 5 KEY ROLES

New Media Team

Site / Content Managers

Internal Communications

Steering Team

Executive

Nielsen

LAYERS OF GOVERNANCE: THE 5 KEY ROLES

New Media Team

Site / Content Managers

Internal Communications

Steering Team

Executive

Nielsen

User experience, consultation, adding value, technology advisory, training.

Content creation, review and publishing (multiple roles), training.

Brand guardians, homepage and top-level content, top-level review and publishing.

High-level involvement (Communications, HR, IT, Marketing). Manage and prioritise. Meet monthly.

Long-term strategy, allocate funding, discuss initiatives with Steering team. Meet quarterly.

LEADING BY EXAMPLE

3. SUCCESS DOESN’T HAPPEN OVERNIGHT

Total hits from all users

Unique items of content viewed by all users

http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG

http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG

We are here

Engagement of active social media users vs passive social media users

HYPE CYCLE

time

visibility

Gartner

Trigger

Peak of in#ated expectation

Trough of disillusionment

Slope of enlightenment

Plateau of productivity

HYPE CYCLE

time

visibility

Gartner

Trigger

Peak of in#ated expectation

Trough of disillusionment

Slope of enlightenment

Plateau of productivity

Boredom!

IDEAL…

time

visibility

4. THINK ABOUT MOBILE

THE VISION

PRODUCTION CONSUMPTION COMMUNICATION

* not to scale

THE PROBLEM

* actually to scale

1920 x 1200

1024 x 768

320 x 480

THE PROBLEM

VS

1. FINGERS ARE INPRECISE2. NO ‘HOVER’ STATES (YET!)

3. LEFT OR RIGHT HANDED NAV COLUMNS4. DIFFICULT CONTEXT MENUS

5. MEASURING SUCCESS IS COMPLEX, BUT CELEBRATE IT!

HITS ALONE IS NOT A COMPLETE OR PERFECT MEASURE OF SUCCESS.

The annualised value of a design improvement that saves T minutes in time-on-task is TxExNxS, whereE = the number of employees performing that task,

N = the number of times per year a typical employee performs that task, and S = the average employee’s

loaded salary per minute

Nielsen

SIMPLER METRICS

“We can complete task X an average of 30% faster”

“Unsuccessful searches have decreased by 70%”

YOU NEED TO HAVE FIGURES FOR “BEFORE” AS WELL AS “AFTER”

PAGE RATINGS ARE USEFUL

COMMENTS ARE USEFUL

-Page rating

-Comments 

-How is it assisting Sales Process?

- User Satisfaction (survey)

- Productivity (survey - self assessed)

- Stakeholder Satisfaction

- Cost savings

- time!

- print / repro / distribution

- other software

- travel

GET OUT AND TALK TO PEOPLE!

THANKS!Any Questions?

Come speak to us at the Plone stand, 722