Emergence of the Social Intranet

1. Emergence of the Social Intranet “An antiquated technology is reborn through social software.” Watch the webinar video instead Toby Ward Dan Latendre CEO, Prescient Digital CEO, IGLOO Software toby@prescientdigital.com dlatendre@igloosoftware.com May 6th, 2010 May 6th, 2010 © Copyright IGLOO Inc. 2009. All rights reserved.

2. Webinar Agenda  Introduction – Jill Skene, Marketing Program Manager, IGLOO Software – Time: 5 minutes  Social Intranets “Context, Implementation & Guidelines” – Dan Latendre, CEO IGLOO Software – Time: 10 minutes  Social Intranets – Research Findings & Examples – Toby Ward, CEO Prescient Digital – Time: 20 minutes  Case Studies – Dan Latendre, CEO IGLOO Software – Time: 10 minutes  Question & Answer – Please enter your questions in the chat window at anytime during the session – Questions will be answered at the end of the session

3. #intranet2 Twitter hashtag @intranet2 @tobyward @ynanasi

4. Our Presenters Toby Ward CEO, Prescient Digital The founder and CEO of Prescient Digital Media, Toby is a senior consultant with particular expertise in the area of internet and intranet planning and communications. A specialist in web and intranet planning and measurement, Toby has led his company to many awards in recent years, including an illustrious Webby Award. A broadcast journalist turned consultant, Toby founded and launched Prescient in early 2001. A recognized North American expert on effective web planning, communication, benchmarking and best practice measurement, Toby is the author of Finding ROI, a leading study conducted on intranet return on investment (ROI). Dan Latendre CEO, IGLOO Software The founder and CEO of IGLOO Software, Dan has been a technology innovator for the past 20 years working with such pioneering companies as MKS, Delrina and Open Text Corporation. He has played significant roles in the development and marketing of numerous leading edge internet-based technologies and applications – first wireless internet package, first commercial search engine which powered Yahoo! and the first web-based intranet application called Livelink.

5. Who’s Participating…  Webinar Attendee Snapshot: Web – Bank of America – Pfizer Social Marketing – Burger King – RIM Media Customer Information – Support – Cancer Research UK RBC Systems – General Electric – Scotia Bank Marketing Human Communications Resources Knowledge – – TD Bank Kelly Services Management – Lexis Nexis – Target Project Collaboration – Nortel – Telus Management Consultants – Oxfam International – Visa Public – Xerox Training Relations  Industries Represented: – Academic – Not for Profit – Consulting Companies – Pharmaceutical – Finance and Banking – Public Sector – Food and Beverage – Retail – Health Care – Telecommunications

6. IGLOO Software “Creating Online Business Communities” Dan Latendre CEO, IGLOO Software

7. IGLOO Software We help organizations deploy successful online business communities powered by social software. INFORMATION Audience Audience – Employees & Teams – Prospects, Customers, Business Value Partners, Suppliers, Members and Alumni – Productivity, agility and innovation through a more Business Value connected & knowledgeable – Brand loyalty and building ACTIVITIES workforce trusted relationships PEOPLE How? How? – Creating “team driven” – Extending social software corporate social networks that beyond the corporate firewall connect employees to the to connect with your partners, people, information and customers and suppliers to processes they need in order to create deeper, stronger & get their jobs done effectively more trusted relationships and efficiently SOCIAL FUNDRAISING 2.0 GOVERNMENT 2.0 EDUCATION2.0 ADVOCACY 2.0 BUSINESS & MARKETING 2.0 E-HEALTH

8. The Social Side of Business Business is both a personal and social activity... Companies don’t build products, do deals or make service calls... INFORMATION ...People do! PEOPLE 8 ACTIVITIES

9. Not a NEW Concept…  Social networking in a business context has been around for over 100 years – “Face to Face” meetings, conference calls, water cooler conversations are all early forms of BSN  Today... Email is the #1 business social software application in the world – over 90 billion messages sent daily

10. Social Software – Business Uses Base: 603 North American and European IT decision-makers Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009 2010 Report: Providing customer support 30% Collecting customer and market information 28% Modernizing the intranet portals 48% Reducing use of email or face-to-face meetings 41% Fostering innovation (from internal and external sources) 24% Capturing and sharing knowledge 52% Improving employee services 37% Corporate communications 51% Locating experts/expertise 20% Fostering collaboration within a division or group 44% Managing projects 40%

11. Social Intranet 2.0 “Employees” My View • Information • Conversations • Relationships • Bookmarks • Teams “Teams” • Connections Group View “Enterprise” • Projects Corporate View • Departments • Knowledge • Business Units • People • Committees • Talent • SIGs • Expertise • IP • Projects • Relationships • Processes © Copyright IGLOO Inc. 2009. All rights reserved.

12. Social Media Playbook

13. Key Stakeholder Groups Different: Goals – Objectives – Outcomes IT Business Executives Owners – Secure – Control – Information Architecture – Reliable – Ownership – Compliance – Performance – Want it “Now” – Governance – Back ups – Feature rich – Measurement – Extensible (API) – Easy to use – IP Protection – Scalable – Cost effective – Productivity – Support & Maintenance – Training/Tutorials – Knowledge – Support discovery/reuse – Risk IT, IS, Hosting Services, Departments, Business Units, CIO, CTO, CSO Security Committees, Project Teams © IGLOO Inc. 2009. All rights reserved.

14. Emergence of the Social Intranet Toby Ward CEO, Prescient Digital www.PrescientDigital.com

15. Listen. Understand. Deliver.  We treat each client as unique;  we listen to their needs, goals and challenges;  understand a client's requirements and potential; and  deliver highly effective & innovative website & intranet plans & designs

16. www.PrescientDigital.com

17. Strictly Confidential ©

19. One or more 2.0 tools Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants 55% Enterprise 87% Deployment Most popular: Blogs Discussion Instant Msg Strictly Confidential © 2010 Prescient Digital Media Not For Distribution 1919+

21. Blog deployment Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants Up 10% 53% 18% enterprise deployment 35% limited deployment 8% have no plans Strictly Confidential © 2010 Prescient Digital Media Not For Distribution 2121+

32. Wiki deployment Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants Up 5% 49% 17% enterprise deployment 32% limited deployment 11% have no plans Strictly Confidential © 2010 Prescient Digital Media Not For Distribution 3232+

37. The Social Intranet  An intranet that features multiple social media tools for most or all employees  Multiple social media tools with at least some or limited exposure (optional) from the main intranet or portal home page  Woven into most aspects of content consumption Strictly Confidential © 2010 Prescient Digital Media Not For Distribution

38. www.PrescientDigital.com

40. Employee networking Intranet 2.0 Global Study 2010, Preliminary Data, 520 participants Up 42% 27% 13% enterprise deployment 14% limited deployment 19% have no plans Strictly Confidential © 2010 Prescient Digital Media Not For Distribution 4040+

44. Social Intranet Metrics  Adoption Rate 65% of employees join in first three months (Sabre) More than 90% participation rate after 1 yr (Sabre)  Frequent use Nearly 1 million wikis (BT) 60% of questions answered within 1 hr of posting (Sabre) Each question posted receives an avg of 9 answers (Sabre)  Growing cost savings 400,000 EUROS in savings from IDEAS blog (Oce) US$500,000 hard cost savings in yr 1 (Sabre) Strictly Confidential © 2010 Prescient Digital Media Not For Distribution

46. BlackBerry Partners Fund Business Challenge BlackBerry Partners Fund wanted two main functionalities with their site – a publicly accessible website and a private online community. Community Solution • Online community manages all aspects of its multi-phased “stage and gate” process of due diligence and decision making. • An IGLOO Community provides a comprehensive solution by delivering a suite of content management, collaboration and social networking tools. • Portions of the community are available as a public website to promote the fund to potential subscribers and applicants for funding. www.blackberrypartnersfund.com © Copyright IGLOO Inc. 2009. All rights reserved.

47. Motorola User Groups Business Challenge Motorola needed a way to connect to specific user groups together online to share best practices, trouble shoot issues and help guide future product directions. Community Solution • Manage and coordinate over 100 distinct user groups and their activities • Gather feedback on product features and set up test groups on new products • Connect members via product usage & product types • Create and disseminate customer testimonials & stories © Copyright IGLOO Inc. 2009. All rights reserved.

48. IGLOO Social Intranet Business Challenge IGLOO Software needed an internal social intranet to connect their employees, share knowledge, improve communications and foster team collaboration. Community Solution Social Intranet for connecting all employees. in the company. • LDAP authentication • Corporate Activity Pulse • Blogs • Event Calendar • Group/Team Spaces • Best Practice Wiki • Social Profiles • Document Management • Email Notifications • Messaging • Connections © Copyright IGLOO Inc. 2009. All rights reserved.

49. “Top 7” Recommendations 1. Start With a Plan – Measurable goals, objectives, timelines and outcomes 2. Start Small – Pilot Project – Contain It!! – Management Buy In 3. Identify/Understand/Document the Risks – Technology, Operational, Culture 4. Understand Your Stakeholders – Needs, & Behaviors, Expectations 5. Resource It – Staffing, Expertise, Funding 6. Engage, Engage, Engage – Marketing, promotion and incentives 7. Measure & Monitor – What is working, and what it not!!! – Modify and change

50. Measuring ROI ROI from a social context is not about “monetization” but measuring the incremental value it brings to your business. It is about measuring how well an employee, team and/or even company is doing in meeting the business challenges they are trying to address. 1. Do you get new products or services to market - faster? 2. Are their resulting cost reductions in existing business units because of improved processes and communications? 3. Has the community improved knowledge sharing? (i.e., best practices and tools that improve the quality of processes, products, or services) 4. Are you better connected to your customers? And are they more satisfied? Resulting in higher customer retention and/or minimized support costs. 5. Has knowledge sharing increased rate of innovation? New product improvements, methodologies and/or ideas? 6. Employee satisfaction and motivation, has it improved? Have your employee retention rates gone up? Are more people applying for jobs? Have the number of sick days gone down?

51. Thank You!!  Create a Free Community  toby@prescientdigital.com  Become A Playbook Member  www.PrescientDigital.com  Become A Partner  www. IntranetBlog.com  Request a Demo  www.Twitter.com/TobyWard  www.Communexions.com 1.877.ON IGLOO  416.986.2226 www.igloosoftware.com

Emergence of the Social Intranet

Emergence of the Social Intranet

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