alcatel-lucent: engage within the digital workplace

COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

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Jerome Colombe - @sYsIphe Social Business Forum 2012 #SBF12 – Milan (Italy)

ENGAGE WITHIN THE DIGITAL WORKPLACE IF SELF-SERVICE WAS THE SOLUTION?

© Erikdegraaf


ALCATEL-LUCENT

Employees: 77,000+ Revenues: €15.3 billion R&D: €2.5 billion Nobel Prizes: 7

more than 130 countries Worldwide Presence

more than 100 Employee Nationalities

Canada UK France

Australia Brazil

Bell Labs Research Centers Product & Solution Development Centers

IP Transformation Centers

Executive Business Centers

USA

Belgium Ireland

Germany Netherlands Italy Spain

Israel Turkey

Russia

Poland Romania

Slovakia

China South Korea

Taiwan India

Singapore


AGENDA

© Fotolia


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ALU TRANSFORMATION EVOLVING BY ITERATION


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TRANSFORMATION IN LESS OF 2 YEARS OUR EQUATION: SIMPLE TRIGGERS

A NEW GUY …

… OLD WORDS

TRANSPARENCY

OPENNESS

TRUST

RESPONSABILITY

EXCELLENCE “Call Me Ben”


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ALCATEL-LUCENT 2.0 JOURNEY

© Glennz

Blog

Forum Wiki

Sharepoint

+ Ask@Ben + Microbloging (Yammer)

+ Comment & Rating (Intranet) + ALU TV (Youtube like)

+ Livebloging, Livechat + Social Sharepoint (pilot)

+ Café Wiki

+ Engage (Jive) + Café Engage + Home 2.0

+ Engage II (Jive 5) + Digital Workplace


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17Mvisits HOME 2.0

6Mvisits INTRANET 2.0

4Mvisits SOCIAL / TV COLLABORATIVE

IMPACT ON ALU INTRANET ECOSYSTEM USAGES & ACTIVITIES IN 2011

3500 VIDEOS (ALU TV)


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OUR NEW DNA: ENGAGE LEARN AS WE GO ALONG


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58000+ PROFILES 4000+ GROUPS


ENGAGE PRINCIPLES

ü  Adoption first ü  Community Manager ü  Advocates roles with ü  No Governance ü  No Filter ü  No Moderation ü  No R.O.I. © Fotolia


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43% ACTIVE

25% PARTICIPATING

12% CONTRIBUTING

ENGAGE USAGE IN 2011 USAGES & ACTIVITIES

1300 POLLS/SURVEYS


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How ENGAGE is evolving?

© Fotolia

COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs

INTERACTIONS BETWEEN COLLEAGUES CONVERSATION GRAPH BY NUMBER OF REPLIES

5000 colleagues within

5000 discussions in

4 months

COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs

INTERACTIONS FOCUS THE BLOG EFFECTS!

A blog generates

a lot of replies One of the node is

a star!


SOCIAL INTERACTIONS INTRODUCE NEW METRICS TO ENRICH COMMUNITIES, EXPERTISES AND INFLUENCES

Bell Labs


BUT 4000+ GROUP/COMMUNITIES …

… TOP TAGS

MANAGEMENT

MARKETING

CUSTOMERS

SERVICES

SUPPORT

INNOVATION

ENGAGE AS ENTERPRISE 2.0 LABS WHICH STILL REPRESENTS ALU CORE OBJECTIVES


© – Tom

Purves

Where ENGAGE changed rules?


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NEXT ITERATIONS SOME QUESTIONS …


What about outdated content after 2 years?

© Fotolia


Impact of migration vs adoption in Enterprise 2.0?


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THE DIGITAL WORKPLACE STRATEGY OUR NEW INTRANET ECOSYSTEM STRATEGY (by Jane McConnell*)

* More information: www.netjmc.com


© Fotolia

SELF-SERVICE ECOSYSTEM

AROUND ENGAGE • Intranet Light + Homepage II • Email & Office Collaborative tools • Quality search instead of quantity • Business @ Employee applications • Sharepoint • And a lot of “like”

• Twitter Like • ALU TV II (Youtube like) • Slideshare like • Dropbox like • Scribd like • Survey like

• Apps & Intranet marketplace • Database stores


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NEXT ENGAGE STAGES IN 2012 ADOPTION, MIGRATION AND DIGITAL WORKPLACE

TOOLS & REPORTING • Basic metrics •  Social Media oriented metrics • Data visualizations

“ENGAGE” CAMPAIGN • Orchestration •  Evangelization • New adapted tutorial • Clarify the ecosystem

ANALYSIS

COMMUNICATION HELP AND SUPPORT

ANIMATION

CM ROLE AND ACTIONS •  “Cleaning Day” • Dedicated training •  Serendipity and support

CROWDSOURCING • The life of Engage • Best practices •  Expert roles and highlights


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ANNEXES


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CONNECT-COLLABORATE-CONTRIBUTE FROM ADOPTION TO EFFECTIVE COLLABORATION

COMMUNITY MANAGEMENT

ORGANIZATION • Community Manager full time (2 experts – animation and tools) • Advocates (20) et Group/Community owners

SUPPORT INTERACTION • Support done by CM, Advocates, Group owners and Users • Expert presence, Crowdsoursing principle

TYPOLOGY TYPE OF COMMUNITY • Cross-organization, Business, Non professional oriented • Organic, Project, R&D, Technology related


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BEST PRACTICES ALU BENEFITS THE SIDE OF LIGHT

IMPACTS &

USAGES

RESTRUCTURING THE INTERNAL COMMUNICATIONS -  Review of the relevance of internal channels -  Mainstreaming discussion and collaboration

EMERGENCE OF CROWDSOURCING PRINCIPLES -  Confirmation of existence and importance of experts -  Use of expertise to start or amend ideas & documentation -  Managers encourage to participate and get new ideas

COMMITMENT TO CONVINCE AND HELP COLLEAGUES -  Organization of “Cafés Engage” in several countries -  Birth of initiatives directly and only within “Engage” -  Get help managed by advocates and users


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RISKS AND PITFALS THE DARK SIDE

COPYCAT FORMER HABITS

-  Temptation to recreate / clone / migrate Intranet -  Return of new silos (via group vs community)

-  Official versus UGC for communications

QUESTIONNING IMPACTS FOR SOCIAL NETWORKING

-  Place of anonymous in the debate (representativeness) -  Overload of information (expressing of feeling)

-  Outdated and unconcluded threads

BYPASS ORGANISATION DECISIONS

-  Challenge all decisions made before -  Need of full transparency even on “sensitive” topics

-  Express and questions on re-organizations

TACTIC &

CHANGES


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PROGRESSIVE & PRAGMATIC USAGES SOME EXAMPLES

FOOJ WITH ENGAGE DEVELOP WITH ENGAGE • No governance • Data visualization • Bell labs & R&D integration • Unique Communications

channel (e.g. Earnings Q&A)

PHOTOGRAPHY UNIVERSAL TOPIC • Theme of the month • Tips & Ideas • Amélie Poulain @ ALU!

EMPLOYEE TO EMPLOYEE SUPPORT • CM|Advocates|Users on duty • Café Engage • Guidebook •  Engage: the platform life

ENGAGE INSIDE

PASSION GET HELP

SUCCESS STORIES

PRODUCTIVITY | IDEAS ENGAGEMENT •  Email usage re-visited • Think Out Loud • Tagging and search •  Social Media Ninja •  Sales & Marketing


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NEW OPPORTUNITIES THE POWER OF THE CONTENT (finally!) FOR

•  Integrate individual communications within the global one •  Re-focus the importance of tagging and opting-in for individuals •  Reduce the noise and bet on serendipity to spread up information •  Community manager as new communication manager

•  Faster consideration of reality of the field •  Influence of community in decision making • Review of Marketing-Communications “deliverables” • Advocates and Experts in front to help and support

•  “Fly our own jet” strategy •  Integrate external collaboration within internal •  Immediate success stories sharing •  Integrate “Engage” within Bell Labs initiatives

COMMUNICATIONS | Perspectives

ORGANIZATIONS | Initiatives

INNOVATIONS | Speed of ideas


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71% EASIER

55% EASIER

60% EASIER

COLLABORATE | Easier to find information and expertise

CONTRIBUTE | Easier to reach, ask, share, advertise …

CONNECT | Easier to be more aware of other ALU areas

INTERNAL SURVEY AFTER 1 YEAR WHAT THINK OUR COLLEAGUES?