Building a Culture of Collaboration: The Perishing Intranet Featuring Subhash Mathur, Pershing LLC - a BNY-Mellon Company

1. Our Intranet on Confluence Wiki
Subhash Mathur – Pershing, LLC
May 18, 2010
©Copyright 2007, Pershing LLC, member FINRA, NYSE, SIPC. Trademark(s) belong to their respective owners. The information contained herein is proprietary to Pershing LLC and may not be reproduced or distributed.
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2. A Brief Background
US Locations in 10 States World Locations
AZ Australia
CA – LA & SF India
CO Ireland
FL – Lake Mary, Boca Raton UK
IL London
MA Liverpool
NC
NJ – JC Head Quarters, FP Singapore
NY
PA
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3. Our Wiki Journey: 2005 - 2007
> Late 2005:
Evaluate Collaboration Tools
> Year 2006:
Selected Confluence
Beta Test of Wiki
> Year 2007:
Pushed Beta to Technology
Community
Gave it a new look
Provided On-Line Help
We were asked to put a Governance Framework in place
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4. Our Wiki Journey: 2008 – The Year of Governance
> Governance Needs > Platform Leverage
No anonymous access Ease of Use
Need-to-Know Doctrine Vs Knowledge Sharing
Traceability Collaboration
Monitoring Interactive Environment
Governance Model
Authenticated access only
Terms of Use explains data security for policy compliance
User Groups reflect Pershing Organization Structure
Space Owner Training for Access Control Management
Periodic Review Process
Peer Policing
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5. Our Wiki Journey: 2009 – Intranet comes on Wiki platform
Initiated Intranet
Transition Project
User Testing
Redesign & Development Effort
Pershing Intranet
Launched
New Design
Corporate Branding
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6. Intranet Highlights
> Dynamic Intranet
CEO’s Blog
Active Interactions
> Deeper Content
Company-wide Dashboard
Other Dashboards
Business Unit Areas
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7. Intranet Highlights
> Dynamic Intranet
CEO’s Blog
Active Interactions
> Deeper Content
Company-wide Dashboard
Other Dashboards
Business Unit Areas
> Associate Engagement
Highlights
Feedback
Celebrations
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8. Intranet Highlights
> Dynamic Intranet
CEO’s Blog
Active Interactions
> Deeper Content
Company-wide Dashboard
Other Dashboards
Business Unit Areas
> Associate Engagement
Highlights
Feedback
Celebrations
> Richer Content
Senior’s Insights - articles
Celebrations – image Galleries
FYIs - Video Clips
Metrics - charts
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9. Intranet Survey Results
A lot changed in our Intranet.
But, what do the associates say . . .
The new site is seen as an improvement
“I think they did a really good job compared to what it used to be.”
“It’s much better than it used to be … [the old site] was dull and
boring and static.”
“It’s a long way from where it used to be in terms of communication.”
Look and feel garnered much praise
"makes me want to look at it… to use it“
“I like the colors. They’re nice, soft. It gives me a kind of relaxing
feeling. That’s important.”
“Visually, it’s more appealing than the old blue and other graphics.”
“Overall, I like it. It’s a vast improvement from the old Pershing site.”
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10. Challenges faced
> Uncontrolled expansion vs. Governance
– Need for a systematic growth plan
– Pro-active Governance Model
June
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11. Challenges faced
> Training, training, training
– Space structuring
– Available Macros
– Basic Wiki Editing
June
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12. Challenges faced
> Search-Results Overload
– Large content impacts Search
– Live Search helps a lot
June
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13. Challenges faced
> Performance issues with V 2.6
– Upgrade to V 3.0.2 major
improvement
June
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14. Lessons Learned
> Promote Collaboration > Manage the growth
– Knowledge Sharing vs. Content – Define Strategy
Management – Create Tactical Framework
– Value-Add from group  Governance
participation  Structuring
– Open Culture  Training
– Encourage knowledge  Metrics
contributors – Steward Scale-Up
 Select Use-Cases
 Pilot
 Iterate
> Provision for User Support  Roll out
(Techies raise the bar)
– Designs & Templates
– Use appropriate Plug-Ins
– User Help
 On-line
 Class-room
 Best Practices
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