Engage within the digital workplace at Alcatel Lucent Jerome Colombe

© Erikdegraaf

ENGAGE WITHIN THE DIGITAL WORKPLACE
IF SELF-SERVICE WAS THE SOLUTION?
Jerome Colombe - @sYsIphe
Social Business Forum 2012 #SBF12 – Milan (Italy)

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COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

ALCATEL-LUCENT
Employees: 77,000+ Revenues: €15.3 billion R&D: €2.5 billion Nobel Prizes: 7

Russia
Romania
Ireland Poland
UK Slovakia
Canada Belgium
France
Germany Turkey
USA Netherlands South Korea
Italy Israel China
Spain Taiwan
India

Singapore

Brazil
Australia

Executive Business Centers

Worldwide Presence Bell Labs Research Centers
Product & Solution
Employee Nationalities
more than 130 countries Development Centers more than 100
IP Transformation Centers


AGENDA

© Fotolia


ALU TRANSFORMATION
EVOLVING BY ITERATION

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TRANSFORMATION IN LESS OF 2 YEARS
OUR EQUATION: SIMPLE TRIGGERS

A NEW GUY … … OLD WORDS

TRANSPARENCY

OPENNESS

TRUST

RESPONSABILITY

“Call Me Ben” EXCELLENCE

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ALCATEL-LUCENT 2.0 JOURNEY

Blog
Forum
Wiki
Sharepoint
+ Ask@Ben + Comment & Rating (Intranet) + Engage II (Jive 5)
+ Microbloging (Yammer) + ALU TV (Youtube like) + Digital Workplace
+ Livebloging, Livechat
+ Social Sharepoint (pilot)
+ Café Wiki
+ Engage (Jive)
+ Café Engage
+ Home 2.0 © Glennz

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IMPACT ON ALU INTRANET ECOSYSTEM
USAGES & ACTIVITIES IN 2011

17M
HOME 2.0
visits 6M
INTRANET 2.0
visits 4M visits
SOCIAL / TV
COLLABORATIVE

3500
VIDEOS (ALU TV)

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OUR NEW DNA: ENGAGE
LEARN AS WE GO ALONG

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58000+ PROFILES
4000+ GROUPS

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ENGAGE PRINCIPLES

 Adoption first
 Community Manager
 Advocates roles
with
 No Governance
 No Filter
 No Moderation
 No R.O.I. © Fotolia


ENGAGE USAGE IN 2011
USAGES & ACTIVITIES

43%
ACTIVE
25%
PARTICIPATING
12%
CONTRIBUTING

1300
POLLS/SURVEYS

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How
ENGAGE is
evolving?

© Fotolia

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INTERACTIONS BETWEEN COLLEAGUES
CONVERSATION GRAPH BY NUMBER OF REPLIES

5000 colleagues
within
5000 discussions
in
4 months

COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. Bell Labs

INTERACTIONS FOCUS
THE BLOG EFFECTS!

A blog
generates
a lot of replies
One of the node is
a star!


SOCIAL INTERACTIONS INTRODUCE NEW METRICS
TO ENRICH COMMUNITIES, EXPERTISES AND INFLUENCES


ENGAGE AS ENTERPRISE 2.0 LABS
WHICH STILL REPRESENTS ALU CORE OBJECTIVES

BUT 4000+
… TOP TAGS
GROUP/COMMUNITIES …

MANAGEMENT

MARKETING

CUSTOMERS

SERVICES

SUPPORT

INNOVATION


Where
ENGAGE
changed rules?

© – Tom Purves

NEXT ITERATIONS
SOME QUESTIONS …

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What
about outdated
content
after 2 years?

© Fotolia


Impact of
migration vs
adoption in
Enterprise 2.0?


THE DIGITAL WORKPLACE STRATEGY
OUR NEW INTRANET ECOSYSTEM STRATEGY (by Jane McConnell*)

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* More information: www.netjmc.com COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SELF-SERVICE ECOSYSTEM

AROUND ENGAGE
• Intranet Light + Homepage II
• Email & Office Collaborative tools
• Quality search instead of quantity
• Business @ Employee applications
• Sharepoint
• And a lot of “like”
• Twitter Like
• ALU TV II (Youtube like)
• Slideshare like
• Dropbox like
• Scribd like
• Survey like
• Apps & Intranet marketplace
• Database stores

© Fotolia


NEXT ENGAGE STAGES IN 2012
ADOPTION, MIGRATION AND DIGITAL WORKPLACE

COMMUNICATION HELP AND SUPPORT

“ENGAGE” CAMPAIGN CROWDSOURCING
• Orchestration • The life of Engage
• Evangelization • Best practices
• New adapted tutorial • Expert roles and highlights
• Clarify the ecosystem

ANALYSIS ANIMATION

TOOLS & REPORTING CM ROLE AND ACTIONS
• Basic metrics • “Cleaning Day”
• Social Media oriented metrics • Dedicated training
• Data visualizations • Serendipity and support

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ANNEXES

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CONNECT-COLLABORATE-CONTRIBUTE
FROM ADOPTION TO EFFECTIVE COLLABORATION

TYPE OF COMMUNITY
TYPOLOGY • Cross-organization, Business, Non professional oriented
• Organic, Project, R&D, Technology related

ORGANIZATION
COMMUNITY • Community Manager full time (2 experts – animation and tools)
MANAGEMENT • Advocates (20) et Group/Community owners

INTERACTION
SUPPORT • Support done by CM, Advocates, Group owners and Users
• Expert presence, Crowdsoursing principle

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BEST PRACTICES ALU BENEFITS
THE SIDE OF LIGHT
RESTRUCTURING
THE INTERNAL COMMUNICATIONS
- Review of the relevance of internal channels
- Mainstreaming discussion and collaboration

COMMITMENT
IMPACTS TO CONVINCE AND HELP COLLEAGUES
& - Organization of “Cafés Engage” in several countries
USAGES - Birth of initiatives directly and only within “Engage”
- Get help managed by advocates and users

EMERGENCE
OF CROWDSOURCING PRINCIPLES
- Confirmation of existence and importance of experts
- Use of expertise to start or amend ideas & documentation
- Managers encourage to participate and get new ideas

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RISKS AND PITFALS
THE DARK SIDE
COPYCAT
FORMER HABITS
- Temptation to recreate / clone / migrate Intranet
- Return of new silos (via group vs community)
- Official versus UGC for communications

BYPASS
ORGANISATION DECISIONS TACTIC
- Challenge all decisions made before &
- Need of full transparency even on “sensitive” topics CHANGES
- Express and questions on re-organizations

QUESTIONNING
IMPACTS FOR SOCIAL NETWORKING
- Place of anonymous in the debate (representativeness)
- Overload of information (expressing of feeling)
- Outdated and unconcluded threads

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PROGRESSIVE & PRAGMATIC USAGES
SOME EXAMPLES

PASSION GET HELP

PHOTOGRAPHY EMPLOYEE TO EMPLOYEE
UNIVERSAL TOPIC SUPPORT
• Theme of the month • CM|Advocates|Users on duty
• Tips & Ideas • Café Engage
• Amélie Poulain @ ALU! • Guidebook
• Engage: the platform life

ENGAGE INSIDE SUCCESS STORIES
FOOJ WITH ENGAGE PRODUCTIVITY | IDEAS
DEVELOP WITH ENGAGE ENGAGEMENT
• No governance • Email usage re-visited
• Data visualization • Think Out Loud
• Bell labs & R&D integration • Tagging and search
• Unique Communications • Social Media Ninja
channel (e.g. Earnings Q&A) • Sales & Marketing

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NEW OPPORTUNITIES
THE POWER OF THE CONTENT (finally!) FOR

COMMUNICATIONS | Perspectives

• Integrate individual communications within the global one
• Re-focus the importance of tagging and opting-in for individuals
• Reduce the noise and bet on serendipity to spread up information
• Community manager as new communication manager

ORGANIZATIONS | Initiatives
• Faster consideration of reality of the field
• Influence of community in decision making
• Review of Marketing-Communications “deliverables”
• Advocates and Experts in front to help and support

INNOVATIONS | Speed of ideas
• “Fly our own jet” strategy
• Integrate external collaboration within internal
• Immediate success stories sharing
• Integrate “Engage” within Bell Labs initiatives
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INTERNAL SURVEY AFTER 1 YEAR
WHAT THINK OUR COLLEAGUES?

71%
EASIER
55%
EASIER
60%
EASIER

CONNECT | Easier to be more aware of other ALU areas

COLLABORATE | Easier to find information and expertise

CONTRIBUTE | Easier to reach, ask, share, advertise …

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Engage within the digital workplace at Alcatel Lucent Jerome Colombe

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