In the pursuit of the most effective methods for sharing knowledge across organisations or maybe in the pursuit of digital transformation, people are often overlooked in favour of the latest technology solution. What we forget is that it’s our people who ultimately determine the adoption and success of any technology. Previous intranet upgrades and roll-outs at Suncorp have focused mostly on implementing technology, but this time it’s different. Susan will share how having a structured Community of Practice at the heart of Suncorp’s intranet migration to SharePoint Online is connecting people, building capability, delivering tangible business benefits – and most importantly, inspiring our people.

1. 1
Suncorp’s Intranet
Community of
Practice case study
Susan McAndrew
From zero to hero in under a year

2. Our people
Connecting People
Building Capability
Inspiring People
Delivering Business Benefits

3. QLD 6183
NSW 3546
VIC 2496
NZ 1068
SA 469
WA 295
TAS 68
ACT 58
NT 9
Our people
Australian Capital
Territory
Northern Territory
Queensland
Victoria
Tasmania
New South Wales
South Australia
Western Australia
New Zealand

4. Where we started
4
SharePoint
Online
SharePoint
2010
SEPTEMBER 2018

5. 100s 1000s 1,000,000s

6. Community of Practice SharePoint Migration
1 2

7. Find your community
Find them Engage them Keep them engaged

8. How to find your community members
Use your data
01
Unite departments
02
Cold call
03
Monitor team changes
04

9. Empower your
community
ANIMATION

10. 10

11. Engage your community
Find them Engage them Keep them engaged

12. How to
engage your
community Use multiple touch points
Focus on the change
Listen to your community
Tailor resources

13. Create
resources
for your
community
SUPPORT SITE

14. Site page
DESIGNING YOUR SITE

15. Keep your community
engaged
Find them Engage them Keep them engaged

16. How to keep
your community
engaged Reward and recognition
01
Peer-to-peer support
03
Ongoing training program
02

17. Enable
peer-to-peer
support
YAMMER GROUP

18. Quick Wins Communicate early
Test with your community
Make recordings
Be accessible
Use real-life examples
Be passionate and fun!

19. Lessons Learnt
Use CRM software
Test, test and test again
Explain the why and how

20. Over 650 members
23 hours of training
11,763 support site
views
The numbers
INTRANET COMMUNITY
OF PRACTICE

21. “I just wanted to say thank you to you
and the Channels team for your support
and guidance which has allowed my
team to build the new Real Estate
SharePoint Online sites. The workshops
and support site have been extremely
helpful and my questions on Yammer and
via the digital workplace email have
always been answered quickly.”
“I know it's early days but I think the new
SP platform will change the way Suncorp
members work and your small, probably
overworked team has been a key
contributor to making this huge change
happen.”
“Congratulations on this support site – it
looks amazing and has such a wealth of
knowledge and information contained. It’s
going to be one of my ‘favourites’. I know
that this project has been tough going,
but I think you are doing a brilliant job –
staying patient and persistent, and
making it so much easier for us all to do
our bit.”
What our people are saying

22. 22
QUESTIONS?