the emergence of the social intranet
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© Copyright IGLOO Inc. 2009. All rights reserved.© Copyright IGLOO Inc. 2009. All rights reserved.
Toby WardCEO, Prescient Digitaltward@prescientdigital.comMay 6th, 2010
Dan LatendreCEO, IGLOO Softwaredlatendre@igloosoftware.comMay 6th, 2010
Emergence of the Social Intranet“An antiquated technology is reborn
through social software.”
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
Twitter hashtag#intranet2
@intranet2 @tobyward @ynanasi
Our Presenters
Toby WardCEO, 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 LatendreCEO, 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.
Who’s Participating… Webinar Attendee Snapshot:
– Bank of America– Burger King– Cancer Research UK– General Electric– Kelly Services– Lexis Nexis– Nortel– Oxfam International
KnowledgeManagement
ConsultantsCollaboration
Human Resources
Information Systems
Marketing Communications
Project Management
Public Relations
Social Media
Training
CustomerSupport
Web Marketing– Pfizer
– RIM– RBC– Scotia Bank– TD Bank – Target– Telus– Visa– Xerox
Industries Represented:
– Academic– Consulting Companies– Finance and Banking– Food and Beverage– Health Care
– Not for Profit– Pharmaceutical– Public Sector– Retail– Telecommunications
IGLOO Software“Creating Online Business Communities”
Dan LatendreCEO, IGLOO Software
IGLOO Software
PEOPLE
We help organizations deploy successful online business communities powered by social software.
INFORMATION
ACTIVITIES
Audience– Employees & Teams
Business Value– Productivity, agility and
innovation through a more connected & knowledgeable workforce
How?– 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
Business Value– Brand loyalty and building
trusted relationshipsHow?
– Extending social software beyond the corporate firewall to connect with your partners, customers and suppliers to create deeper, stronger & more trusted relationships
SOCIAL FUNDRAISING 2.0EDUCATION 2.0GOVERNMENT 2.0ADVOCACY 2.0E-HEALTH 2.0BUSINESS & MARKETING 2.0
Business is both a personal and social activity...
Companies don’t build products, do deals or make service calls...
...People do!
8
The Social Side of Business
PEOPLEACTIVITIES
INFORMATION
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
Managing projects
Fostering collaboration within a division or group
Locating experts/expertise
Corporate communications
Improving employee services
Capturing and sharing knowledge
Fostering innovation (from internal and external sources)
Reducing use of email or face-to-face meetings
Modernizing the intranet portals
Collecting customer and market information
Providing customer support
40%
44%
20%
51%
37%
52%
24%
41%
48%
28%
30%
Social Software – Business Uses
Base: 603 North American and European IT decision-makersSource: Enterprise And SMB Software Survey, North America And Europe, Q4 2009
2010 Report:
© Copyright IGLOO Inc. 2009. All rights reserved.
Social Intranet 2.0
“Employees”My View• Information• Conversation
s• Relationships• Bookmarks• Teams• Connections
“Teams”Group View• Projects• Departments• Business Units• Committees• SIGs
“Enterprise”Corporate View• Knowledge• People• Talent• Expertise • IP• Projects• Relationships• Processes
Social Media Playbook
© IGLOO Inc. 2009. All rights reserved.
Key Stakeholder Groups
Business Owners
– Control– Ownership– Want it “Now”– Feature rich– Easy to use– Cost effective– Training/Tutorials– Support
Executives
– Information Architecture– Compliance– Governance– Measurement– IP Protection– Productivity– Knowledge discovery/reuse– Risk
– Secure– Reliable– Performance– Back ups– Extensible (API)– Scalable– Support & Maintenance
Different: Goals – Objectives – Outcomes
IT
Departments, Business Units, Committees, Project Teams
CIO, CTO, CSOIT, IS, Hosting Services, Security
Emergence of the Social Intranet
Toby WardCEO, Prescient Digitalwww.PrescientDigital.com
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
www.PrescientDigital.com
Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Evidence / Prevalence
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1919+
One or more 2.0 tools
87%55% Enterprise Deployment
Most popular:BlogsDiscussion Instant Msg
Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants
Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Blogs
Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
2121+
Blog deployment
53%Up 10%
18% enterprise deployment
35% limited deployment
8% have no plans
Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants
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ThomsonReuters
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Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
Choose Blogs (subscribe)
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ThomsonReuters
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Idea Management - Oce
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IBM
Wikis
Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
3232+
Wiki deployment
49%Up 5%
17% enterprise deployment
32% limited deployment
11% have no plans
Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants
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Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
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The Social Intranet
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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
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www.PrescientDigital.com
Employee Networking
Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
Strictly Confidential © 2010 Prescient Digital Media Not For Distribution4040+
Employee networking
27%Up 42%
13% enterprise deployment
14% limited deployment
19% have no plans
Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants
Social Intranet Metrics
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Social Intranet Metrics Adoption Rate
65% of employees join in first three months (Sabre)More than 90% participation rate after 1 yr (Sabre)
Frequent useNearly 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 savings400,000 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
IGLOO Case Studies
Strictly Confidential © 2010 Prescient Digital Media Not For Distribution
© Copyright IGLOO Inc. 2009. All rights reserved.
BlackBerry Partners Fund
www.blackberrypartnersfund.com
Business ChallengeBlackBerry 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.
© Copyright IGLOO Inc. 2009. All rights reserved.
Motorola User GroupsBusiness ChallengeMotorola 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 andset up test groups on new products
• Connect members via product usage& product types
• Create and disseminate customertestimonials & stories
© Copyright IGLOO Inc. 2009. All rights reserved.
IGLOO Social IntranetBusiness ChallengeIGLOO Software needed an internal
social intranet to connect their employees, share knowledge, improve communications and foster team collaboration.
Community SolutionSocial 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
“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
7. Measure & Monitor– What is working, and what it not!!!– Modify and change
Measuring ROI
1. Do you get new products or services to market - faster?2. Are their resulting cost reductions in existing business units because of improved processes
and communications?3. Has the community improved knowledge sharing? (i.e., best practices and tools that improve
the quality of processes, products, or services)4. Are you better connected to your customers? And are they more satisfied? Resulting in higher
customer retention and/or minimized support costs.5. Has knowledge sharing increased rate of innovation? New product improvements,
methodologies and/or ideas?6. 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?
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.
1.877.ON IGLOOwww.igloosoftware.com
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Thank You!!
toby@prescientdigital.com
www.PrescientDigital.com
www. IntranetBlog.com
www.Twitter.com/TobyWard
www.Communexions.com
416.986.2226
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