why good social internal comms creates good social external comms - pr moment conference, 26 sept...

Why good social internal comms creates social

external comms

Tom Barton, London26 September 2012

2Copyright © Capgemini 2012. All Rights Reserved

Why good social internal comms creates social external comms | 26 September 2012

Our story

Capgemini and our internal social networkWhat is Yammer and how does it work?Content to create employee engagement Internal success means external success



I work for



Canada

United States

Mexico

Brazil

Argentina

All over Europe

Morocco

Australia

People’s Republicof China

India

Chile

Guatemala

Singapore

40 countries and 100 languages(As of June 30, 2012)

Philippines

Taiwan

Vietnam

UnitedArab Emirates

Group workforce 121,026

Working offshore46,105

Group HeadquartersParis, France

Malaysia



A wide range of solutions and services

Consulting(CapgeminiConsulting)

Digital Transformation Strategy and Transformation Marketing , Sales & Service

Mobile Technology Open Source / SaaS Software & Quality Management Testing Enterprise Resource Planning (ERP) Co-Sourcing/Multi-Sourcing Business Intelligence Portals

Application Services

Application Consulting Application Development & Maintenance (AD&M) Application Development & Integration / Customer

Software Development (CSD) Application Outsourcing Application Lifecycle Services IT Transformation: Strategy & Architecture

InfrastructureServices

IT/IS advisory, design & transformation services (ITS) IT governance services & implementation Data Center Optimization and Virtualization Cloud computing – IaaS, Google Apps, Office365, SAPaaS End-to-end full-lifecycle Enterprise Services Management

Local Professional Services (Sogeti)

Application Management High-Tech Engineering Infrastructure Management Testing Security Services

Research & Advisory Services Human Resources Industry specific services for banking

& insurance

Remote Infrastructure Management Data Center and Infrastructure Services Network & Security Services. Workplace Services & Virtualization Storage and data management

Finance & Employee Transformation Supply Chain Management Technology Transformation

Business Process

Outsourcing

Finance and Accounting Procurement Supply Chain Management Customer Operations Management Management Assurance Services

Mobile Application Development Business Intelligence Workplace Transformation Data Center Transformation



.. in 5 major industry sectors

TelecomConsumer

Products & RetailFinancialServices

PublicSector

Utilities

We offer industry specific solutions across five major sectorsby combining our areas of expertise

The Group has a dedicated global focus across key industries where we want to lead the market: consumer products, retail, utilities, tax & welfare, public security and telecom.

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Some major wins in the last 18 months

Capgemini Consulting BMW Bank

Applications Services

Infrastructure Services

BPO Production and distribution of paper in NA

State of Texas

Testing

Business Intelligence

Smart Energy Services

Application Lifecycle Services IKEA



45 years of history

1967SoGETI founded by Serge Kampf in Grenoble, France on October 1.

1968Gemini Computer Systems Inc. based in New York.

1973Sogeti, Gemini Computer Systems and CAP merged as Cap Gemini Sogeti.

1975First AnnualReport published.

1978Cap Gemini Inc. established in Washington DC.

1991Creation of Gemini Consulting resulting from the merger of five management consulting firms.

1993First transformation program of the Group’s organization, sales approach, methods and culture, called “Genesis.”

1996The Group reorganized its shareholding and management structure and adopts a new name and a new logo: Cap Gemini.

1998Cap Gemini is included on the CAC 40 listing on the Bourse.

1999Cap Gemini is voted "European Company of the Year" by the European Press Federation.

2000Acquisition and merger with Ernst & Young Consulting to form Cap Gemini Ernst & Young.

2002• Sogeti name revived to offer

Local Professional Services.

• The Board of Directors name Paul Hermelin, CEO.

• Opening of an international training and conference center in France at Les Fontaines.

2004Name and logo changed to Capgemini coinciding with global ad campaign to position “The Collaborative Business ExperienceTM.”

2007Capgemini acquiresKanbay and Indigo,expanding its offshore capabilities in India.

2009Consulting Services becomes a global entity: Capgemini Consulting.

2010Acquisition of CPM Braxisin Brazil.

2011Eight acquisitions, including Prosodie, leader in front office transaction solutions.

1985Cap Gemini Sogeti listed on the "Second Market" of the Paris Stock Exchange.

With over 50 acquisitions



… doubling in size in the last 6 years

We are Europe’s largest IT services firm, top 10 worldwide



We are prime candidates for siloisation



Does anyone know where I might find...?



Information is everywhere

Intranets

Capgemini wiki

Knowledge database



Why is this label different to that one?



I’d rather speak to a person

Building the New Connected Enterprise,

Tom Barton, 31 January 201214© 2012 Capgemini. All rights reserved.



In the real world, I’d ask...



Along came Yammer



What is Yammer?

Yammer is an enterprise social network launched on 10 September 2008 Three people from Capgemini sign up on 10 September 2008 ... and start our own internal facebooktwitterblog thing Numbers start to grow through word of mouth



Who is number 38?



Growing up quickly

By March 2009 the Capgemini Yammer network reaches 1,000 members



At once familiar

Name and picture

Private conversations

Groups I’ve joined

Settings

Additional apps including

statistics

Announcements to everybody

People to follow

Update status

My feed based on the conversations I follow



Available on the device I choose

Web Desktop App SharePoint

iPhone Blackberry Android SMS

Twitter

iPad



What do we use our social network for?

Riemer K, Diederich S, Richter A, Scifleet S : ‘Tweet Talking – Exploring The Nature Of Microblogging At Capgemini Yammer’, BIS Working Paper



Requests for information generate quick responses



... and round the clock



Conversations are presented together



Discussions about future trends



Chances to share successes



Sharing industry news



Looking for suggestions and ideas



Water cooler chat



Word travels fast

By March 2009 the Capgemini Yammer network reaches 1,000 members By May 2009, we had reached 2,000 members



Guidelines for use of Yammer issued by CIO

“Yammer is NOT a corporate tool. It is not administered, and so the

access is not controlled. We have then to consider this space as

some kind of grey zone, between public internet and intranet. But

from a security point of view, if it is grey, I am afraid it is black.”

June 2009

November 2009: we have 5,000 members



Along came Yammer…We piloted Yammer, mobile and rich media



Did it work?

Yes! 8,000 new members because of the Rencontres proof of concept project Led to negotiations to upgrade; though a little protracted In July 2011, Capgemini signed up to premium version of Yammer

Security Analytics Control

27,000 members at official launch And this got us thinking...



Best of both worlds

Exponential growth

Huge appetite

Jan 2012: 35,000 members

1,200 groups

The cornerstone of Capgemini

100,000 pages – 50,000 media assets

80,000 unique monthly visitors

Positive response

Objective: Combine the best of two worlds and marry the strengths of social media with thoseof a more traditional well-established corporate communications

Objective: Combine the best of two worlds and marry the strengths of social media with thoseof a more traditional well-established corporate communications

Social media Structured communications

• Give more visibility to content

• Encourage more active participation

• Need to leverage better for business benefits

• Manage groups better

Challenges Challenges

• Give more visibility to content

• Encourage more active participation

• Need to leverage better for business benefits

• Manage groups better



We were committed to ensure a single point of entry



Objectives of redesign formed internal campaign

own


Why good social internal comms creates social external comms | 26 September 2012Insert "Title, Author, Date"

38© 2012 Capgemini - Internal use only. All rights reserved.

Internal and external 360 degree,Connected, Relevant, Social, Global & Personal



What went very well

27 countries and over 100+ digital spaces successfully migrated

Well received by users and Group management

Great looking homepages and better consistency

Mega menus & external social media




What didn’t go so well

Browser compatibility issues with front and back office

Immediate post launch snagging list bigger than anticipated

Yammer embed requires double sign in for many

Over reliance on other systems and services beyond our control including corporate directory




What did we learn?

Don’t bite off more than you can chew Be wary of over complicated designs that require Java Script Beware browser compatibility Run real life pilots – learn from real life Don’t underestimate the difficulties of

mobile access & security Can’t please everyone all the time Stick to basics:

Content / Mobilisation / Measurement /




But what has social internally meant for us externally?



It is all about social



What have we achieved?

Right place, right time, right fit: Capgemini + Yammer = complementary Simple entry + no barriers = massive growth

But expect to tackle hurdles along the way

Find the balance between one-way communication and conversation Internal success does mean external success

Expert Connect success, first six months:o Number of experts target exceeded by 12%o Number of ‘social media conversations’ exceeded by 70%o 72 qualified leads



Contact information

TomBartonHead of UK [email protected]/tomsmiledtwitter.com/CapgeminiUKPR

Capgemini UK

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mailto:[email protected]

http://twitter.com/tomsmiled

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http://twitter.com/capgeminiukpr

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The information contained in this presentation is proprietary.© 2012 Capgemini. All rights reserved.

www.capgemini.com

About Capgemini

With more than 120,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2011 global revenues of EUR 9.7 billion.Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model.

Rightshore® is a trademark belonging to Capgemini

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