Belron International is the global parent company of brands such as Autoglass and Carglass. With a turnover of nearly €3bn, they employ 25,000 people in 32 countries, repairing or replacing a windscreen every 3 seconds. In 2007 the organisation developed an intranet based on the Open Source CMS Plone. This year the intranet was extended and re-focussed to add a range of social media functions to integrate with (and enhance) the existing suite of content management and workflow tools. Over 5 years the intranet has evolved to provide features that are used on a daily basis by all functions within the organisation. The challenge with the introduction of 'social' content creation and collaboration has been to manage and integrate these new ways of working into established processes. In this talk we will show how a large, multinational organisation has overcome the common concerns relating to social media in the enterprise, including governance, loss of control and the risks of reliance on services outside the firewall. Once these concerns are mitigated, the social media model can be used to drive employee engagement and increase effective communication across the business. You will hear about their top 5 tips to successfully deploying a social intranet, illustrated by real examples of these techniques in practice.

1. GLOBAL AND SOCIAL
A case study of the implementation of a
large-scale social intranet
Matt Hamilton Rebecca Wilkins
Director, Netsight Internet Solutions Communications Executive, Belron International

3. Belron® is the world's largest vehicle glass repair and
replacement company, owning some of the best known
brands in the industry including Carglass®, Autoglass®,
O'Brien® and Safelite®. Belron employs more than 25,000
people working in 33 countries worldwide, replacing a piece
of glass or repairing a windscreen somewhere in the world
every three seconds.

4. WE’RE GOING TO TALK ABOUT THE ‘INTRANET’

5. EnterpriseSocial
Collaborative
digitalworkplace
WE’RE GOING TO TALK ABOUT THE ‘INTRANET’
^

6. WHAT DOES THIS LOOK LIKE?

10. forums

13. 1. ACKNOWLEDGE THE DIFFERENCES BETWEEN SOCIAL MEDIA
INSIDE ABOUT OUTSIDE THE ENTERPRISE

15. CREATORS
make the social content which is
consumed by others CONVERSATIONALISTS
are primarily interested in communication for
social reasons but also voice their opinions
CRITICS JOINERS
rate and review products/services, comment maintain pro les on and visit
on blogs, participate in forums, wikis etc. social sites.
COLLECTORS
use RSS (etc.) to “collect” content, vote content
on sites like Digg, tag photos and web pages
SPECTATORS
just watch - reading blogs, looking at
videos, paying attention to social sites.
INACTIVES
Forrester Research

16. WHAT DO WE WANT TO ACHIEVE?
-QUICK CONTENT-CREATION
(USER CONTRIBUTED CONTENT)
-QUICK COMMUNICATION
-INTERACTIONS BETWEEN GROUPS OF USERS

17. WHAT DO WE WANT TO ACHIEVE?
-QUICK CONTENT-CREATION
(USER CONTRIBUTED CONTENT)
-QUICK COMMUNICATION
-INTERACTIONS BETWEEN GROUPS OF USERS
“establishing and maintaining a connection among
users, facilitating the mechanics of conversation
and collaboration”

18. WHY DO WE SHARE?
STRENGTHEN BONDS
DEFINE COLLECTIVE
IDENTITY
GAIN STATUS

19. WHY DO WE SHARE?
STRENGTHEN BONDS ✓
DEFINE COLLECTIVE
IDENTITY ✓
GAIN STATUS ?

20. 2. GOVERNANCE IS ESSENTIAL

21. LAYERS OF GOVERNANCE: THE 5 KEY ROLES
New Media Team
Site / Content Managers
Internal Communications
Steering Team
Executive
Nielsen

22. LAYERS OF GOVERNANCE: THE 5 KEY ROLES
New Media Team
User experience, consultation, adding value, technology advisory, training.
Site / Content Managers
Content creation, review and publishing (multiple roles), training.
Internal Communications
Brand guardians, homepage and top-level content, top-level review and publishing.
Steering Team
High-level involvement (Communications, HR, IT, Marketing). Manage and prioritise. Meet monthly.
Executive
Long-term strategy, allocate funding, discuss initiatives with Steering team. Meet quarterly.
Nielsen

23. LEADING BY EXAMPLE

24. 3. SUCCESS DOESN’T HAPPEN OVERNIGHT

25. Total hits from all users

26. Unique items of content viewed by all users

27. http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG

28. We are here
http://en.wikipedia.org/wiki/File:Diffusionofideas.PNG

29. Engagement of active social media
users vs passive social media users

30. visibility
HYPE CYCLE
Peak of in ated expectation
Plateau of productivity
Slope of enlightenment
Trough of disillusionment
Trigger
time
Gartner

31. visibility
HYPE CYCLE
Peak of in ated expectation
Plateau of productivity
Slope of enlightenment
Boredom!
Trough of disillusionment
Trigger
time
Gartner

32. visibility
IDEAL…
time

33. 4. THINK ABOUT MOBILE

34. THE VISION
PRODUCTION CONSUMPTION COMMUNICATION
* not to scale

35. THE PROBLEM
1920 x 1200
1024 x 768
320 x 480
* actually to scale

36. THE PROBLEM
VS
1. FINGERS ARE INPRECISE
2. NO ‘HOVER’ STATES (YET!)
3. LEFT OR RIGHT HANDED NAV COLUMNS
4. DIFFICULT CONTEXT MENUS

38. 5. MEASURING SUCCESS IS COMPLEX, BUT CELEBRATE IT!

39. HITS ALONE IS NOT A COMPLETE OR PERFECT
MEASURE OF SUCCESS.

40. The annualised value of a design improvement that
saves T minutes in time-on-task is TxExNxS, where
E = the number of employees performing that task,
N = the number of times per year a typical employee
performs that task, and S = the average employee’s
loaded salary per minute
Nielsen

41. SIMPLER METRICS
“We can complete task X an average of 30% faster”
“Unsuccessful searches have decreased by 70%”
YOU NEED TO HAVE FIGURES FOR “BEFORE” AS WELL AS “AFTER”

42. PAGE RATINGS ARE USEFUL

43. COMMENTS ARE USEFUL

44. -Page rating
-Comments
-How is it assisting Sales Process?
- User Satisfaction (survey)
- Productivity (survey - self assessed)
- Stakeholder Satisfaction
- Cost savings
- time!
- print / repro / distribution
- other software
- travel

45. GET OUT AND TALK TO PEOPLE!

46. THANKS!
Any Questions?
Come speak to us at the
Plone stand, 722