Taking the Complexity Out of Enterprise Social Business Transformation By: Gary Liu (USA), Unisys

May 7, 2015 Philadelphia, PA

J. Boye Philadelphia 15 Conference Gary Liu, Knowledge Manager, Unisys

Taking the Complexity Out Of Enterprise Social Business Transformation Unisys Case Study

© 2015 Unisys Corporation. All rights reserved. 2

About Gary Liu

Gary is an enterprise social business subject matter expert within

Unisys’ Unified Social Business practice. He brings 16 years of IT

industry experience with the last eight focused on Knowledge

Management Practices and Enterprise Social Business

Transformation.

In his current role, Gary is responsible for the strategy, design,

implementation, training, adoption, and governance for several

internal Unisys Enterprise Social Business initiatives, including

social networking capabilities, driving the effectiveness and value

of the company’s strategic communities of practice, leveraging

socially-enabled incentive and recognition tools to drive

employee adoption and use, as well as other knowledge

management solutions.

Gary is a frequent blogger and conference presenter on

enterprise social business and knowledge management topics.

Gary Liu

Social Subject Matter Expert

Unified Social Business

@garyliu_


About Unisys

• Unisys is a worldwide information technology

company with a rich history that spans 140 years.

• We provide a portfolio of IT services, software, and

technology that solves critical problems for our

clients, focused on:

• securing their operations

• increasing the efficiency and utilization of their data

centers

• enhancing support to their end users and

constituents

• modernizing their enterprise infrastructures and

applications

• deriving maximum value from social technologies

• With approximately 23,500 employees, Unisys

serves commercial organizations and government

agencies throughout the world.


The external and internal use of social technologies has converged creating the need for Business Transformation

© 2014 Unisys Corporation. All rights reserved


Enterprise Social Business Transformation is a complex undertaking

Complexities:

• Geographically distributed facilities and

employees

• Complex and demanding industry regulations

• Information overload and a lack of a common

enterprise-wide collaboration platform and

tools.

• Highly competitive employee recruitment,

development and retention of top talent and

exiting workforce issues.

• Increasingly high expectations of connected

and informed employees and customers

Today, more than 59% of organizations are planning or currently implementing

enterprise social business platforms. However, analyst firm Gartner predicts that only

30% of all Digital Transformations will succeed


Companies and organizations face common challenges and barriers to transformation

Policy and Governance

• Lack of social media policy, socialization, and

compulsory training puts the company at risk

• Unclear rules of engagement inhibits beneficial

information exchange

• Inability to proactively monitor and manage

incidents inhibits corrective actions

• Poor community management and governance

impacts effectiveness and value of

communities

Technology and Tools

• Use of off-the-grid tools, without IT’s

knowledge or approval impacts operational

reliability

• Proliferation of unapproved devices exposes

infrastructure to system security risks

• Lack of high quality, reliable unified

communications inhibits real-time connection

and collaboration

Leadership and Strategy

• Lack of strategic vision or roadmap results in

unmet business needs and conflicting priorities

• Limited senior sponsorship and stakeholder

engagement dramatically impacts adoption

• Inability to determine a business use case or

ROI results in lack of resourcing and support

• Underestimating use of social technologies

results in value left on the table

People and Culture

• Lack of awareness, education and clearly

articulated value propositions limit employee

adoption

• Noticeable adoption gap between top-down and

bottom-up employee inhibits collaboration

between different levels of the organization

• Disparate levels of social and technical savvy

require different socialization and training

approaches

Knowledge Management

• Lack of enterprise content management,

archiving, and governance

• Poor search architecture and effectiveness

• Lack of consistent knowledge capture,

repurpose and reuse practices and processes

Only 17% of Companies that have implemented a social business platform

have achieved an adoption rate of more than 75%

© 2015 Unisys Corporation. All rights reserved.

Lessons Learned and Best Practices Unisys Enterprise Social Business Transformation

Case Study

Within 18 months of the initial deployment of its Enterprise Social Business Platform,

Unisys achieved an employee adoption and use rate of 91%


Our Case Situation

Disconnect Between Ideas & Innovation

Inconsistent Knowledge Capture & Reuse

Cultural Mindset to “Hoard” Knowledge

Poor Social Media Awareness & Use Curve

Silo’d Knowledge

Inability to Find and Connect with SME’s

Lack of a Common Social Collaboration Platform

Inefficient New Hire Onboarding


We developed a holistic transformation approach to streamline implementation and avoid potential gaps

Supporting Intranet/Extranet Technology Platform

Assessment

Vision & Strategy Planning &

Implementation

Process

Integration Optimization

Hybrid On-Prem / Cloud Mobility Data Monitoring & Analytics Security

Awareness &

Socialization

Adoption &

Engagement

Sustained

Use

Derived Value &

Effectiveness

Transformation Execution

Supporting Culture Transformation

Social Collaboration

Governance & Risk Mitigation

Social Collaboration Knowledge Management Practices

Policy

Enterprise Social Business Ecosystem

Employee Presence Networks Communities/Team Rooms Discussions

Metrics & ROI Investment

Enterprise Knowledge & Information Base


We created an ecosystem that enabled us to speed employee access to knowledge and expertise


We created a socially-enabled Intranet with integrated mobility access

My Site Elements and Enterprise Search are part of

an action bar that is persistent across the company’s

intranet.

Global Company News is featured in main display

screen and allows for social commenting.

Audienced “Regional” and “Organization” news

improves end user relevancy.

Leadership use of social tools is evident in rotating

featured blogs at across bottom of the site.

Video pod casts showcase the latest news and

activities

My Newsfeed roll-up will be added in next release

providing tabs to toggle from “My Country/Office”, “My

Organization” and “My Network” views of Newsfeed

activities.

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5

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We enabled a “real-time” Social Networking capability to facilitate sharing & learning

The integration of “Lync”, “My Newsfeed” and

“My Blog” posts provides a more transparent

way for employees to share and learn

• Post Questions & Answers Employees can pose and answer questions within the

newsfeed with greater transparency and reach. The use of

hash tags directs questions to experts who can then respond

with the right answer in a real time environment.

• Filtered Newsfeed Viewing This allows employees to view global posts, or post made by

colleagues whom they are following or by communities to

which they are subscribed.

• Add/Follow Colleagues Enables employees to quickly build a valuable network by

following colleagues and the information they share in the

newsfeed.

• Search & Join Communities Employees can search by topic to find communities of

interest or view a list of recommended communities to join.

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My Newsfeed

My Blog

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We positioned Communities as the hub of knowledge sharing, learning and collaboration

Solution Offering

Communities

Industry

Role-Based

Business Unit & Organization

Geography

Topic-based Learning Communities

Topic-based

Learning Communities

Authoritative Portfolio-based

Communities of Excellence

Knowledge-based

Communities of Excellence

Unisys Communities Model & Key Attributes


Solution Offering Help employees to better understand and

leverage Unisys Portfolio Solutions and Innovations

Industry Help employees to better understand market trends

and opportunities

Role-Based Help employees develop expertise and new skill sets

in order to realize their full potential.

Business Unit / Organization Enable employees to better connect with Leadership

stay informed of latest organization news and events

Geography (Region / Country / Office) Build company culture and employee connectedness,

especially among remote-based workers.

Topic-based / Learning Enable employees to learn more about topics of

interest through interaction with like-minded colleagues


We integrated Social Technologies into key business processes to make it use intrinsic to workflow

Human Resources

• Employee Profiles and Real-time Presence Indication

• Valuable Network of Colleagues

• Expertise Discovery and Connection

• Learning Communities to expand skill sets and expertise

Self-Enabled Services and Support

• Human Resources – Employee Self-Service

• Technical Service Desk Self-resolution and Support

• Travel Desk

• Office and Facilities Services

Innovation

• Enterprise Ideation Crowdsourcing / Idea Jams

• Innovation Channeling and Incubation

• Faster development cycle times and speed to market

Sales and Client Relationship Management

• Lead Generation

• Proposal Development

• Customer Responsiveness

Examples include:


We embedded social technologies into our Employee Lifecycle model to institutionalize knowledge transfer

Unisys Employee Knowledge Sharing Lifecycle


Our focus on Culture Change was a key factor in achieving successful adoption, sustained use and ROI

We began with the C-Suite and aligned senior leadership to the Vision

We engaged cross-organization Stakeholders to socialize leadership objectives and goals

We branded an enterprise-wide transformation initiative led by centralized program management team reporting to the company’s Chief Knowledge Officer


Leadership and Peer “story telling” helped to socialize the benefits of social collaboration and drive change

Driving change from the

“Top Down” through

active Leadership

Engagement

Socializing the Value of

Unisys Communities

Demonstrating the

Power of Networks and

Crowdsourcing

The use of Social Collaboration tools has become an intrinsic and integrated part of the Unisys culture and how we work


“Gamified” activities helped us to drive employee adoption, engagement and use

Challenge Leader Boards

“A little friendly competition helps to rally employee groups toward a common goal”


We empowered employees to engage based upon their particular role, interests and needs

Employees are “hard aligned” to their Business Unit or Organization and Country and Office Community and Newsfeed. This allows for Corporate and Organization and Geographic push of important news and information.

Employees can “self-subscribe” to other communities and newsfeeds based on what is of interest and pertinent to their Unisys role. This helps to avoid information overload.

Newsfeeds Filters

“What is of Interest

and matters most to me”

Geography (Country/Office)

Organic/

Topic-based

Role-based

Business Unit

or Organization

Company

Portfolio Offerings

Industry



We made the proper use of social technologies a “shared” responsibility among all employees

We socialized key Social Media policy tenets and proper use through a brief

educational video

From Gloria Burke, director, Knowledge & Collaboration Strategy & Governance:

Oct. 17, 2012

We are two years into our commitment of building a knowledge sharing culture that capitalizes on our collective intelligence and uses social tools to make us more nimble, creative and successful.

With 78 percent of Unisys employees participating on My Site, it's a good time for a refresh on the key tenets of our Social Media Policy:

Be respectful

Maintain confidentiality

Protect privacy

Ensure accuracy

Watch our new Social Media video, "The Way We Connect" (click on image at right), to ensure you understand the guidelines.

To Unisys employees:

Knowledge & Collaboration Resources:

Social Media Policy

My Site Ov erv iew

My Site Prof ile Content Posting

Guidelines

Knowledge & Collaboration Center


We captured metrics to measure progress and to validate success and ROI

2.5

13.5

34 34

16

4

20

40

20

7

0

5

10

15

20

25

30

35

40

45

INNOVATORS EARLY ADOPTERS EARLY MAJORITY LATE MAJORITY LAGGARDS

Unisys Enterprise Social Business Platform Adoption Comparison to Rogers Adoption Innovation Curve

Rogers Adoption Curve (100% Baseline) Unisys Adoption Curve (91%)


Within 18 months of its initial adoption campaign, Unisys achieved excellent results

of our targeted employee user group (apprx. 16,000) have

company profiles and a valuable network of colleagues to facilitate

collaboration

of the total 23,500+ Unisys global employee population

enabled Profiles and leveraged social tools

of Senior Leadership have active profiles and use and promote

social collaboration tools within their organizations

91%

78%

100%


We’ve received industry recognition for our best practice approach to transformation


Key Takeaways

Put strategy before technology Define how social technologies can add value across the enterprise and then use those requirements to select the right technology to deliver those capabilities.

Focus on culture Create culture where knowledge sharing is recognized and valued. Always remember that people drive the success of enterprise social business transformation; technology is just an enabler.

Drive change from the top down Align leadership and engage stakeholders from across the business as visible and active agents of change.

Empower employees Encourage employees to be curious and to openly and transparently share what they know.

Capture metrics to measure success Leverage data analytics to measure progress and validate ROI.

Mitigate risk through policy socialization and governance Socialize key tenets of your Social Media Policy to avoid misuse and to mitigate risk, and trust employees to engage responsibly.

© 2015 Unisys Corporation. All rights reserved.

Question & Answer Session


Let’s keep the conversation going:

Read Gloria Burke’s Chapter in: How Companies Succeed in Social Business www.socialbizbook.com

Follow Unified Social Business at:

@unisyssocialbiz


Unisys is now helping its clients to maximize value from social technologies

Our Unified Social Business Solution Offering

provides a complete strategic approach and

implementation roadmap to help clients transform

their business enterprise with game changing

social capabilities


Interested in learning more?

To learn more about how the Unisys Unified Social Business Service Offerings can help jumpstart or reinvigorate your social business initiative

please visit our website at:

www.unisys.com/usb

Portfolio of Services Critical Business Solutions

http://www.unisys.com/usb

Taking the Complexity Out of Enterprise Social Business Transformation By: Gary Liu (USA), Unisys

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