CSC Case Study: Socializing Your Intranet? Secrets to Success

11/10/11 CSC Case Study 1 © 2011 Computer Sciences Corporation @cflanagan

@cflanagan

CLAIRE FLANAGAN CSC Director, Social Business

and Community Strategy

J BOYE : NOVEMBER 2011

SUCCESSFUL STRATEGIES TO

SOCIALIZE YOUR INTRANET


SOCIALIZE MY INTRANET? @cflanagan


By 2014, social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20 percent of business users.

“ “ Gartner Predicts 2010

“Social Software Is an Enterprise Reality”, December 2009 http://bit.ly/gIthoV


“ “The intranet is dead. Long live the intranet.”

The Next Web, July 2010 http://tnw.co/eb4YhI

The baseline has shifted…no longer enough to provide sophisticated content management.

Today’s intranet needs to have peer-to-peer engagement and multi-channel communications embedded at their very core.

“


What is Social Business?


Social Business Is Not . . .


Social Business . . .

• Supports Business Goals

• Provides environments where members: – engage, create, organize and share

information – find, connect and interact with others

• Supports teaming, communities and networking with value chain (employees, customers, partners, prospects, alumni, etc.)

Gartner Magic Quadrant for Social Software in the Workplace", Gartner. 25 October 2010, ID:G00207256

Gartner Magic Quadrant for Externally Facing Social Software, Gartner. 5 July 2010, ID:G00201627


Content Centric Informa.on Push

Content Engagement Community

User-‐Centric Ac.vity Streams

1 Way Content Intranet, Portal

Explicit Recruitment WOM Recruitment

Content Owners Top Down

Par.cipa.ve User Generated

Fixed Taxonomy Workflows

Emergent Transparent, Open

What’s Different?

From Web 1.0 To Social Business

Social Business Works the Way People Want to Work


Use Cases Locate

Exper.se Co-‐Create & Collaborate Organize Personalize

Socialize People & Content

Rich Profiles

Avatars

Corporate Directory

Colleagues, Friends & Connec<ons

Exper<se Loca<on

Wikis

Documents

Discussions

Blogs

Polls

RSS Feeds

Ac<vity Streams

Videos

Ideas

Microblog (Status Update)

Liking

Ra<ng

Tags

Invite/No<fy

Groups

Communi<es

Structured Spaces

Projects

Personal Docs

Dashboard

Widgets

Watch

Follow

Track

Subscribe

No<fy

Find Search, Follow, Watch Bookmarks Folksonomy, Tag Clouds Ac<vity Streams

Intelligence Analy<cs Sen<ment Analysis Social Media Monitoring

What are the Key Features?


CSC: 50+ Years of Client Service Excellence

CSC Locations

Other Client Engagements

2,500 world-class customers — 90 countries — 94,000 employees A TRUE GLOBAL DELIVERY MODEL

FORTUNE 150, “MOST ADMIRED COMPANY"

MISSION-CRITICAL DELIVERY

EXCELLENCE

SIX INDUSTRY VERTICALS

$16.2 B BUSINESS SOLUTIONS &

SERVICES


Early Intranet and Distributed

Portals Full Global

Portal CSC Wiki C3 — Social

Collaboration Platform

Integrate Extend Evolve

This is one step of many — it’s part of the journey

COLLABORATION IS IN OUR DNA


EXPERT, ASSET LOCATION NEW HIRE ONBOARDING INTELLECTUAL PROPERTY SILOS / INNOVATION BARRIERS THOUGHT LEADERSHIP

…YET STILL FACE

BUSINESS PROBLEMS


C3: Connect. Communicate. Collaborate.

Award-winning, enterprise-class, global social collaboration where employees:

•  Connect: Time zones, distance no longer barriers

•  Communicate: Share their work, thoughts

•  Collaborate: Get work done with others

Finalist 2010

Internal Evangelist of the Year Award

November 2009

Community Adoption Award October 2009

Jive Champion Award September 2010


C3 Adoption Best Practices Secret Weapons to Going Viral, Global

39%

9%

29%

22% 1%

Asia Pacific

EMEA

India

North America

Latin America

100% User Adop.on

Portal shut-‐down Jan ’11 New “normal” 4+M ac.vi.es

Global par.cipa.on


C3 Provides Business Value Collapsed .me, distance barriers to leverage global exper.se

Reduced proposal development cycle .me, customer acquisi.on costs

Improved exper.se loca.on and engagement

Improved new employee onboarding

Increased broad collabora.on to drive process efficiencies


C3 Wins Hearts and Minds Becomes Part of Everyday Work

“Proud to be CSC”

“I went from being a skep<c to a convert. It just makes you want to get involved!”

“C3 is just what we need to start leveraging the power of the wider organiza<on.”

“C3 will transform CSC … allows us to overcome silos.”

“C3 is the de facto standard for how we collaborate. It's the language of the company.” Lem Lasher, President, CSC GBS

“It is a key tool to achieve the ‘One CSC’ vision.” Leif Ulstrup, President, CSC FCP


PLAN FOR ADOPTION

You can’t plan to go viral. You can’t go viral if you don’t plan well.


DON’T DO

Execu.ves

Taxonomy Poli.cs/Culture Fit with Other

Tools

Deployment

Staffing

Content Conversa.on

Speed to Users


Adoption Principles


DON’T DO

Execu.ves Overlook Find execu<ves to “walk the talk”

Taxonomy Reflect organiza<on chart Allow pa_erns to emerge

Poli.cs/Culture Ignore Listen, learn, adapt

Fit with Other Tools

Fail to provide guidance “What do I use when?”

Deployment “If you build it, they will come” Plan for adop<on

Staffing Discount Locate advocates Staff community manager

Content Launch a blank slate Seed use cases, groundswell

Conversa.on Think just work, no play Provide “watercooler”

Speed to Users Hold for perfec<on Pilot. Frequent releases


Adoption Principles


1. EXECUTIVES

2. COMMUNITY MGR &

ADVOCATES

3. BUSINESS USE CASES

4. EDUCATION & SUPPORT

Adoption Model


1. EXECUTIVES AS ADVOCATES

SECURE TOP DOWN SUPPORT


2. STAFF COMMUNITY MANAGER


2. Staff Community Manager

• Adoption Planner

• Advocate Leader

• Coach / Trainer

• Conversation Starter /

Moderator

• Welcome Wagon

• Govern. Measure. Manage


BUILD GROUNDSWELL

2. ENGAGE ADVOCATES


2. Advocates: What Do They Do?

3. Provide Member Support

1. Share Community Work

2. Story Teller (WOM)

5. Provide Trusted Feedback

3. Prune / Curate


3. BUILD BUSINESS

USE CASES


3. Build Business Use Cases

• New product development • Innovation • New business & customer support

• Peer support • Career development • Communities of Practice and Interest

• Executive communications & strategy alignment


know each other People work better together

when they

on a personal level. “ “ h_p://knowledge.wpcarey.asu.edu/ar<cle.cfm?ar<cleid=1653


4. USER EDUCATION AND SUPPORT


Founda.on

4. Education: Business & Tool Skills


C 3 CSC.com

CSC Social Business Footprint Innovation Through a Well-Crafted Ecosystem

csc.com Community.csc.com

(June 2010)

Social Media

WikonnecT (Sept 2008)

Exclusive Access (Fall 2011)

C3 Employee (May 2009) InTouch

(Summer 2010)


Social Media

C3 Production

C3 Pilot

Community.csc.com Pilot

Customer/Partner Private (WikonnecT: Financial Services)

Customer/Partner (extend)

InTouch

May 2009

July 2009

Sept 2009

Nov 2009

Jan 2010

March 2010

May 2010

July 2010

Sept 2010

Nov 2010

Jan 2011

March 2011

May 2011

July 2011

Launch

SSO Video

Renew & Extend

CSC Find

Portal Shut- Down

Launch

CSC Social Business Journey

Employee Community Public

Customer/Partner Exclusive Alumni

Social Media


If You Plan Well, They Will Come!

1.  Be Credible –  Do your homework –  Know the industry –  Know your company strategy, culture

2.  Engage Sponsors –  Talk executive –  Build partnerships with stakeholders

3.  Move Quickly –  Speed to users (pilot, frequent releases)

4.  Plan for Adoption –  Select the right tool, plan for scale, make the best first impression –  Locate advocates to go wide, global –  Think top down, bottom up, sideways –  Seed use cases; don’t forget the Watercooler

5.  Be Ready to Adapt


CSCNews CSC CSC CSCNews

Claire Flanagan Director, KM and Enterprise Social Business, Communi<es Strategy CSC Office of Innova<on Linked In: h_p://www.linkedin.com/in/cflanagan Twiher: cflanagan

CSC Case Study: Socializing Your Intranet? Secrets to Success

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