cloudforce sydney 2012 - chatter deployment and best practice

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Chatter Deployment & Best Practice /chatter @chatter

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Learn more about Chatter and how to best deploy it. Liz Bushell (@LizBushell) present on the best practice and shows a Deployment Timeline. Guest speakers from SmartSalary and Vodafone also show their deployments of Chatter. This was presented during a Breakout Session at Cloudforce Sydney 2012 (http://www.salesforce.com/au/cloudforce/ ).

TRANSCRIPT

Page 1: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Chatter Deployment & Best Practice

/chatter

@chatter

Page 2: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Elizabeth Bushell

Senior Manager

Success Account Management

@ LizBushell

in/elizabethbushell

Page 3: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking

statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves

incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking

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Page 4: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Doin’ Better Business with #Chatter

Murray Elliott, Vodafone

Special Guests

Breaking Down Corporate Hierarchy

Deven Billimoria, Smartsalary

Page 5: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Our Journey with Salesforce Chatter

Page 6: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Why did we want our people to Chatter?

Page 7: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Formal Informal

Time

Breaking Down Corporate Hierarchy

Page 8: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Creating Buzz and a Sense of Excitement

Page 9: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Check This Out!

Page 10: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

National Village

Page 11: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Not just out playing golf!

Page 12: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

What’s Next for SmartSalary?

Page 13: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice
Page 14: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Chatterfication!!

Page 15: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

4 point Deployment Plan

Executive sponsorship

Change management

Use cases

Communication Plan

Page 16: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Doin’ Better Business with #Chatter

MAKES LIFE EASIER

Email = days

Chatter = hours

POST AN ISSUE

Someone has

the answer

MORE CONNECTED

Don’t feel like I’m

1600km away

MOTIVATING

Sharing goals and

results created

healthy competition

Page 17: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Vodafone Chattersphere

Page 18: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

The Vodafone Hutchison Australia Social Enterprise

Customer Social

Engagement

Customer Social Profile

Sales

Employee Social Engagement

Business

Engagement

Internal Collaboration Listen & Engage

Retail at Work

eCare Customer Service

Single Brand Experience

Web-based Product Config &

Bundling

Dealer & Partner Portal

Wholesale & Interconnect

Page 19: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Key Takeaways

Training/Learning & Development

Strong business justification

Defined use cases

Executive Sponsorship

Key Influencers

Manage the Change

Page 20: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Social Transformation

Best Practice and Adoption

Strategies

Page 21: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Identify social processes

Categorize use cases

Execute with sponsors

1

2

3

Social Transformation Playbook

Page 22: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Identify Social Processes 1

50 Examples Across Every Department

www.facebook.com/chatter SALES & SALES PRODUCTIVITY

1. MAKE NEW REPS PRODUCTIVE

FASTER

2. CROWD-SOURCE BEST-IN-CLASS

SALES TOOLS

3. FOSTER HEALTHY COMPETITION

4. GET REAL-TIME DEAL UPDATES

5. COLLABORATE WITH CUSTOMERS

Page 23: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Categorize Use Cases Based on Ease & Impact 2

Easy Difficult

Low

High

Competitive

intelligence

CEO all-

hands call

Affinity groups

Airing of

grievances

Events &

Offsites R&D

Page 24: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Execute with Sponsorship 3

Executive Sponsor (e.g. CEO, division lead)

3 posts & questions per week

Operational Sponsor

(e.g. Sales ops manager)

Daily engagement & activity

Identify executive & operational sponsors for “Quick Win”

and “Social Transformation” use cases

Page 25: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Use Case

Identification Define the

Team

Change

Manage-

ment Training

Adoption

Planning

Implementation Steps An Overview of Important Steps in Planning Your Chatter Initiative

Executive Sponsorship

Support/

Moderation

Page 26: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Marketing / Education

-45 -7 -5 -3 -1 +1 +5 +7 +14 +30

Chatter Day

Adoption Campaign

Live Webinar

DAYS 0

Chatterlytics

Proposed Chatter Deployment Timeline

-30 -10

Admin Activities Admin Activities

Chatter Go-Live Launch Project

Page 27: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Maximising Engagement

and Adoption

Page 28: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

For Executive Sponsors and Evangelists

The Five “R”s

Role Model

Reminders & Reinforcement

Recognition

Redirection

Page 29: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Use Chatter every day

Post in the right place

Manage who & what you follow

periodically

Adjust frequency of email digests &

notifications

Know what features to use when

For End Users

Page 30: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Additional Resources

http://www.salesforce.com/chatterguide/

Page 31: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice
Page 32: Cloudforce Sydney 2012 - Chatter Deployment and Best Practice

Don’t Forget to Submit Your Survey!

Stop by the registration kiosks to complete your session

surveys. We have 200 KeepCups to give away as well as

the chance to win a $500 iTunes voucher!

Thank you!

NSW Permit No. LTPS/12/05010