knowledge creation and social collaboration (j.boye 2013)

COPYRIGHT © 2013 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

Marc Jadoul ( @mjadoul) Marketing Director, Engage Advocate & member of the Alcatel-Lucent Digital Workplace Board

KNOWLEDGE CREATION AND SOCIAL COLLABORATION IN THE DIGITAL WORKPLACE

- Aarhus , 6 November 2013

2


Photo: Bell Telephone Mfg. Co. (1957)

The only irreplaceable capital an organization possesses is the knowledge and ability of its people.

The productivity of that capital depends on how effectively people share their competence with those who can use it.

Andrew Carnegie, 1919

3


ABOUT ALCATEL-LUCENT

Collaboration

with

250+ universities

~70,000

employees

2012

revenues

€14.4B

7 Nobel

prizes

400G photonic DSL vectoring Carrier cloud lightRadio™ 400G IP XRS Core router

2012

R&D/Sales

16.1%

Motive Customer

Experience

1M+ NETWORKS

500K+ CUSTOMERS (ENTERPRISE)

DJSI Technology

Supersector leader

MIT

Top 50 “World's Most

Innovative

Companies”

VDSL2

vectoring

(*) 1Q2013 figures

4


MULTI-NATIONAL COLLABORATION IS A MUST

CANADAUK

FRANCE

AUSTRALIA

BRAZIL

Research Centers

Product and Solution Development Centers

IP Transformation Centers

Executive Briefing Centers

USA

BELGIUM

IRELAND

GERMANYNETHERLANDSITALYSPAIN

ISRAEL

TURKEY

RUSSIA

POLANDROMANIA

SLOVAKIA

CHINA

SOUTH KOREA

TAIWANINDIA

SINGAPORE

Bell Labs

Presence in

100+ countries

5


WHAT EMPLOYEES WERE ASKING FOR (2009)

to manage :

My profile (myself)

My network

My communities

All functionalities

Subscribe to alerts

Get news

Consult statistics

…

Comment / rate …

Ask questions / Talk (IM)

See each other

…

A Single Workplace

2

Keep Informed

Find & Publish 4 Get In Touch

& Communicate

5 3

Post/share ideas

Organize/animate events

Create/join Workplace

…

Share & Build 6

In a User-friendly Environment

I belong to communities I get visibility

7

People / Experts/ Groups

Content : Documents,

Links, webcast, …

Projects, experience,

success stories

…

Who I am

Where I am

What I know

Who I know

The communities I

belong to

White & Yellow Pages

1

Source: Alcatel-Lucent “Reconnect people” taskforce, 2009

ME

COPs COIs

COMPANY-WIDE

6


connect contribute

collaborate

7


BASED UPON SBS

Changing the way we work

Content driven

User owned

Relevant for YOU

Also non work- related content NOT yet

another IT tool

NOT a document storage system

You can reach more people

You can find stuff faster

Connect, collaborate, contribute

Company Facebook

8


April 6th, 2010: BETA LAUNCH

April 29th, 2010: SOFT LAUNCH

3,000 members 200 groups

100 members 1 group

June 21th, 2010: OFFICIAL LAUNCH

12,000 members 800 groups

April, 2011: AFTER 1 YEAR

3,000+ groups 52,000 members

April, 2013: AFTER 3 YEARS

4,000+ groups 74,000 members

9


BEATING THE 99-9-1 RULE (DAILY USAGE)

(2012 average) NOTIFICATIONS 46,143

VIEWS 16,746

SEARCHES 4,497

RESPONSES 221

LIKES 120

NEW CONTENT 252

(daily averages, April 2013)

10


WHAT USERS ARE TELLING US

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 areas

(April 2011)


SOME LESSONS LEARNED…

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SOCIAL TECHNOLOGIES UNLEASH NEW MODELS FOR

IN-COMPANY COMMUNICATION AND COLLABORATION

TRADITIONAL INTERNET

& INTRANETS, EMAIL

LISTS, PODCASTS,

WEBINARS, ETC.

SHAREPOINT & WIKIS, GROUP AUTHORING,

AUDIO & VIDEO CONF, ETC.

SOCIAL NETWORKING,

TAGGING & RATING,

(MICRO) BLOGGING, ETC.

f(N)

f(2N)

f(N2)

13


BREAK DOWN ORGANIZATIONAL SILOS

Photo: aadezyn.com

14


CREATE A WIN-WIN MODEL FOR ALL STAKEHOLDERS

15


EARN THE BUY-IN OF MIDDLE MANAGEMENT

Photo: woahh.com

(GARETH KEENAN in the UK)

16


EXECUTIVE SPONSORSHIP IS KEY

… and I am going to marry

the finest woman I ever met ...

Tell the new Mrs. [name] we congratulate

her with the upcoming marriage! – Ben


NURTURE EARLY ADOPTERS AND ADVOCATES

P U S H

ROMOTE

SE

HARE

ELP

Picture: Joseph Tey on www.greenchameleon.com

18


MIX FORMAL AND INFORMAL COMMUNITIES

FORMAL (COPs)

INFORMAL (COIs)

BLOGS

19


ENFORCE TAGGING AND PROFILING

I love watching

pictures…

I know all about

IPv6 spoofing…

20


STIMULATE CREATION OF ‘OPEN’ GROUPS

Increased collaboration, transparency and trust

Please,

join my

list…

Can I join

your group?

Join our

community!

PRIVATE/SECRET MEMBERS ONLY OPEN

21


ADOPT A LIGHT GOVERNANCE MODEL

Source: onefte.com

22


MEASURE REAL VALUE

We saved 450 minutes/week in project status conference calls.

Got better answers to questions in 30

minutes vs. hours.

I was able to contribute to new

and different parts of business.

I have been working 11 years

with this company and because

of Engage, I feel more connected

with my colleagues now.

Strong’Her, an informal community of male and female employees is unofficially shaping the company’s thinking on gender dynamics.

Photography CoI led to a cost-saving idea: reuse employees’ images in

marcom materials instead of paying for professional stock photos.

23


MAKE IT AND HR WORK TOGETHER

82%

67%

77%

70%

11% 13% 16%

3%

Cultural Gurus

Dinosaurs

% who say there is

a connection between

IT tools, services

and policies and

company culture

% who say there is

a connection between

IT tools, services and

policies and employee

recruitment or retention

% who say HR has

more influence

with regards to

technology decisions

than 3 years ago

% who say there is

a great amount of

communication

between business

leaders and IT

Source: Alcatel-Lucent, 2012

24


SEVEN HABITS OF HIGHLY SUCCESSFUL COMPANIES

Source: Alcatel-Lucent, 2012

1.

2.

3.

4.

5.

6.

7.

They put high end mobile technology in the hands of their employees.

They leverage the employees' personal technology.

They use IT to equip workers with useful tools and drive a healthy culture.

They seek out leaders with poise, not drones who follow direction.

HR and IT communicate to improve culture and recruitment/retention.

They understand that employees need to take breaks.

They are culture forward — success or failures are rooted in culture.

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www.transforming-business.net

26


A COMPONENT OF THE DIGITAL WORKPLACE

Based upon: Jane McConnell, www.netjmc.com

“SOCIAL” (COMMUNITIES) •Discovering, learning , sharing and collaboration

•Real time, dynamic, unpredictable

“MANAGED” (INTRANET)

•Official communication & managed information

•Authoritative, stable, reference

“CONTENT” (COLLABORATION)

•Team and project collaboration

•Creative, coordinated, goal-oriented

THE

DIGITAL

WORKPLACE

SHAREPOINT & WIKIS

INTRANET PORTAL & PAGES

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A JOURNEY, NOT A DESTINATION

… 2009 2010 2011 2012

+ Ask@Ben

+ Yammer

+ Comment & Rating (Intranet)

+ ALU TV (Youtube like)

+ Livebloging, Livechat

+ Social Sharepoint (pilot)

+ Café Wiki + Engage (Jive 4)

+ Café Engage

+ Home 2.0

+ Engage II (Jive 5)

+ “No email days”

Blogs

Wikis

Sharepoint

2013

+ Engage III (Jive 6)

…

Intranet

portals

Photo: blisterdirect.com

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WANT TO KNOW MORE?

(presentation) (white paper)

http://www.slideshare.net/mjadoul

http://www.slideshare.net/mjadoul

[email protected]

www.linkedin.com/in/mjadoul

@mjadoul

knowledge creation and social collaboration (j.boye 2013)

Business