New Dimensions In Web 2.0: Intranet 2.0 & Employee Engagement

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Toby Ward, Prescient Digital Media

New Dimensions in the Era of Web 2.0 (Intranet 2.0)

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Agenda Defining 2.0 Hype or Reality? Evidence Case Study Examples Importance of Planning Recommendations

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Toby Ward

CEO, Chief Blogger, Prescient Digital Media Internet & intranet management consultants We build highly effective websites & intranets

Clients include:

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Think about… Becoming an employer of choice Staying an employer of choice

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Employee benefits: 2-way street

“The solution to the employee benefits's problem lies in a knowledge-centric business model that allows both service providers and employees to meet halfway.”

- Ravi Kalakota, Marcia Robinson, e-Business 2.0

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Typical Communications EnvironmentCommunications inconsistently delivered and/or seen as not relevant

Senior management not communicating clear strategic vision

Line managers have strong team relationships, but unclear what – or how – to communicate

Increasingly global, matrixed teams require communications support

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Communications Impact

Lack of shared vision & ways to

“connect the dots“ hinders companies’ ability to compete

IBM invests in the intranet

Proving intranet value: IBM 80% IBM employees visit w3 at least once per

day Productivity savings estimate of $80.6 million 68% view the intranet as crucial to their jobs Employee retention: 52% are more satisfied to

be an IBM employee because of information obtained on w3

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Intranet or Frankenstein’s Monster? Bolted together from

various sources It lacks a brain and

has taken on a life of its own

People run screaming when told to use it

People run screaming when told to use it

It frightens its creator

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What / How Employees Want To ….

Line managers are preferred 1st source of information

“Informal sources” (colleagues, rumor) on par with meetings, e-mail and intranet

Corporate magazines & senior management next

Source: Ipsos Reid

Understand/support organization's goals

Know how role contributes to company achieving its

Have fulfilling role

Feel included in the organization

Motivated to do my best

Proud to be part of the organization

Source: Ipsos Reid

Company goalsCompany financialsCompany newsProducts and servicesCompetitionIndustry trends & newsEmployee recognition, rewards & benefitsHow to help company reach its goals

Source: Hewitt

RECEIVE ENGAGEKNOW

The water cooler 'grows'

• 2.0 brings structure to “informal sources”

• Expands the water cooler to expose others across traditional boundaries

• Brings order & a means for 'finding' sources & experts based on context (content)

Finding information30% of information workers’ time is spent finding information

At a cost of $18K each year per employee in lost productivity

Collectively, the time spent looking for info translates to an estimated 5.4 billion lost hours per year (US corporations)

Source: Center for Media Research

Untapped Expertise67% believe there are colleagues who can help them do their job better

39% say they have difficulty locating the right peopleOnly 25% frequently go outside their department to seek or share knowledge

38% don’t get asked for their help & information

Source: Harris Interactive and Tact Knowledge Systems

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Web 2.0 (thanks to Shel Holtz)

Conversation-enabled publishing platforms Blogs, podcasts, Technorati

Social networks Facebook, LinkedIn, MySpace

Social bookmarking Delic.io.us, Digg, StumbleUpon

Democratized content networks Wikipedia, Yahoo! Groups, MyStarbucksIdea

Presence networks (micro-blogging) Twitter, YouAre

Content sharing sites YouTube, Flickr, ePinions.com

Virtual networking platforms Second Life, There.com

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Intranet 1.0 → Intranet 2.0

• Corporate news → Submit news• Executives speech → Executive blog• Taxonomy → Folksonomy• Quick poll → Discussion forums• Annual broadcast → Regular podcast• CMS → Wikis• Directories (A-Z) → Tagging• Sticky content → RSS

Engagement Employee engagement delivers

o Improved moraleo Higher collaboration o Organization loyaltyo Faith in management o Improved productivityo Higher recruitment & retetion

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Intranet 2.0 Promise 52% of organizations using Web 2.0 achieved Best-

in-Class performance (5% didn’t) (Aberdeen Group)

Companies using Web 2.0 tools achieved 18% increase in engagement (Aberdeen Group)

Sabre has already attributed $500k in savings to their employee social networking tool (Sabre)

Cisco attributes $millions in savings to their wikis (Cisco)

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Intranet 2.0 Tools

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Wiki use (47%)Enterprise deployment 17%

Limited use 30%

Not yet… have plans 16%

Not yet… considering 28%

No plans 10%

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Forrester Enterprise 2.0 TechRadar

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Barriers

Executive supportExecutive support

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Best Buy: BlueShirtNation (BSN) Encouraged employees to participate in a video

contest that promoted their 401k plans BSN helped increase the number of employees

signing up for 401(k) accounts by 30% Also increased employee retention Reports 1/10th increase in employee engagement

will increase single store sales $100k

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Wiki-based intranet: Placemaking

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BT: 800,000+ wiki pages

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Rapid adoption65% of employees join in first three monthsMore than 90% participation rate after 1 yr

Frequent use60% of questions answered within 1 hr of postingEach question posted receives an avg of 9 answers

Faster speed-to-marketPeople find information fasterNew-hires ramp up faster

Growing cost savingsUS$500,000 hard cost savings in yr 1

Social Networking Results

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Perspective

1/3 of IT projects exceed budgets and schedules by almost 100% in small to mid-size companies (Gartner)

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Intranet Methodology

Planning for Intranet 2.0

• An intranet is a process, not an evento Confirm the need and value

Know how to measure within your businesso It’s NOT “Shoot, ready, aim”

Start with a metrics-driven plan Support with strategy and governance

o Ongoing maintenance You can’t miss what you can’t measure

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9 Recommendations

Leadership – Senior management must set the tone Plan - Planning is an essential requisite for success Benchmark - Understand the ingredients of a good

blog, wiki Engage – gather input and feedback from employees

early in the planning process; act quickly on necessary changes

Governance – every tool needs an owner and a policy

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9 Recommendations

Technology – don't be sold a solution, evaluate and select a 2.0 solution based on business requirements & needs

Refresh – keep your content and tools relevant and fresh

Monitor - Ensure you’re aware of which 2.0 websites are popular, how they work & what users like/dislike

Measure - Document the link between social media & the business & develop & track KPIs

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Pilot suggestion

• Wiki:o Create a wiki for organization & industry acronyms

and jargon

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Your homework

Are you an employer of choice? Many organizations have or are planning to adopt

2.0 tools – are you behind the compeititon?

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Reading IntranetBlog.com Intranet 2.0: Social Media Becomes Mainstream www.PrescientDigital.com

Learning CMSWatch.com

Consulting Help The Intranet 2.0 Plan www.PrescientDigital.com

www.PrescientDigital.com

www.PrescientDigital.com

Toby Ward, President, Prescient Digital Media

toby@prescientdigital.comwww.PrescientDigital.comwww. IntranetBlog.comwww.Twitter.com/TobyWardwww.Twitter.com/Intranet2www.Facebook.com (search “Intranet Global Forum”)416.986.2226

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