The Very Best of the Digital Workplace & Intranet Global Forum 2018
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Webinar deck from The Very Best Intranets and Digital Workplace showcasing the best intranets, tools, case studies and presentations from the 2018 conference. www.IntranetGlobalForum.com
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The Very Best of the Digital Workplace & Intranet Global Forum 2018
- 2. T H E V E R Y B E S T O F T H E 2 0 1 8 D I G I T A L W O R K P L A C E & I N T R A N E T G L O B A L F O R U M
- 3. 3 T O B Y W A R D Conference Founder & Chair
- 4. T H E I N T R A N E T E X P E R T S
- 7. 7 … 2001 2005 2011 Expanded client base across North America and Europe. Growth Expanded solutions for the entire Digital Workplace. Digital Workplace Launched in Toronto. Start Full implementation services, and SharePoint expertise. Implementation Focus on assessment, planning, governance of intranets. Intranets Intranet Experts for 17 years Multiple awards including the prestigious Webby & Golden Quill Awards. Awards 2016 New offices in New York City & Vancouver New Office Locations The imag e part
- 8. 8Intranets & Digital Workplaces
- 9. 9The Digital Workplace It's people and process, not merely technology Technology is an enabler, not an outcome Technology Every intranet must have a strategy with measurable goals Planning Adequate staffing, budget, and change management Resources A detailed & documented ownership & management model Governance The digital glue that binds together the digital workplace Search Content is king, and what people seek and need Content
- 10. 10The Intranet Gateway Gateway to the Digital Workplace CRMSocial RMS Shared Drives DAM Email eNewsletter eMarketing Website Extranet ERP Intranet
- 11. From Concept to Live End-to-End Services • User experience design • Information architecture • Dynamic wireframes • Navigation flows • Taxonomies Design • Stakeholder engagement • Constituent analysis • Focus groups • User surveys • Content analysis • Technical ecosystem assessment Assessment • Development • Configuration • Integration • Content migration • Desktop, mobile. • Technology agnostic. • Expertise in SharePoint Implementation • Strategic plan • Solution roadmap • Engagement plan • Governance model • Content management plan • Social/collaboration strategy • Technical architecture Planning • Content creation • Operations management • Change management • Solution product management • Analytics • Search optimization. Operations Listen. Understand. Deliver.
- 12. 12Genuine Parts Company Intranet Portal The main intranet powered by SharePoint 2016 on the Azure platform (Cloud) 5,000 page views per day News & bulletins are the most popular features on the site, followed by NAPA related and supplier resources News & Bulletins 24,000 + Users Genuine Parts Company, best known for the NAPA Auto Parts brand, has 1000 company owned stores 5000 independent stores, and 57 distribution centers. © Genuine Parts Company. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 13. Unique, Highly Decentralized Userbase 57 Distribution Centers Approximately 22,000 NAPA “desk” Users 1,000 Company Owned Stores 5,000 Independently Owned Stores Corporate Campus Buildings
- 14. What We Heard: “Please streamline!” ONE LOGIN & PASSWORD REAL-TIME REPOSITORY SINGLE-SIGN-ON RETIRE OLD PLATFORMS
- 15. Five Elements of Consumer-grade Design Simplicity Visually Appealing Intuitive Responsive Fast & Accessible
- 16. Design First / Mobile First Philosophy
- 17. Security Groups and Content Matrix • Complex User Base • User Mgmt. System • Internal & External AD • Clean Peoplesoft Data • Clean AD Groups • Security Matrix Getting it right:
- 18. Newsletter – Keeps Users Coming Back
- 20. Maintenance & Service Level Agreements
- 22. 22Capital Power SharePoint Intranet The main intranet powered by SharePoint Several Thousand page views per day 2018 Nielsen Norman Design Annual Top 10 Intranet of the Year Winner 900 + Users Capital Power Corporation is an independent power generation company based in Edmonton. Capital Power develops, acquires, and operates power generation from a variety of energy sources. Capital Power owns more than 2,600 megawatts of power generation capacity at 14 facilities across North America © Capital Power. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 23. capitalpower.com Desired end result Prioritized content
- 25. capitalpower.com Desired end result Easy Navigation
- 26. capitalpower.com Desired end result Engaging content
- 28. capitalpower.com Desired end result Enhanced search: Content
- 29. capitalpower.com Desired end result Content targeting
- 30. capitalpower.com Leading up to Launch Weekly e-newsletter Digital Signage & Posters Weekly e-newsletter
- 31. capitalpower.com Launch Day Digital signage Weekly e-newsletter
- 34. 34 Chris Harrer Director, Internal Communications, Cox
- 35. 35Cox Communications SharePoint Intranet The main intranet powered by SharePoint 2013 Several Thousand page views per day News, features, community. Most Popular Features 20,000 + Users Cox is the 3rd largest cable television provider in the US, serving more than 6.2 million customers, including 2.9 million digital cable subscribers, 3.5 million Internet subscribers, and almost 3.2 million digital telephone subscribers, making it the seventh-largest telephone carrier in the country. © Cox Communications. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited. Many locations spread across many US states.
- 36. Why did we do it… How did we get there…
- 37. WHY EMBARK ON THIS JOURNEY Functionality and User Experience • Search was horrible • Mobility was non-existent • Difficult to navigate • Hard to post, update and manage • Platform no longer supported Strategic Alignment • Didn’t meet the company’s needs as we transformed the business • Couldn’t deliver from a productivity and collaboration perspective • Lack of integration with our future state roadmap (tech & tools) • Did not align with our employee engagement strategy (Millennial & Gen Z) OLD INTRANET NEW INTRANET
- 39. SENIOR EXECUTIVE BUY-IN AND SPONSORSHIP The power of the one-pager!
- 40. DEVELOPING A SOCIAL INTRANET • Two-way feedback • All-employee content creation • Easy access to subject matter experts • Increased productivity • Knowledge and file sharing • Online and virtual thinktanks • The list goes on and on… WHAT DOES SOCIAL MEAN FOR YOUR COMPANY You must understand what your social implementation is going to solve for and determine the early adopters
- 41. COX’S SOCIAL APPROACH CUSTOM SHAREPOINT SOCIAL YAMMER SOCIAL
- 42. SOCIAL ENGAGEMENT EXECUTIVE ENGAGEMENT IS A KEY FACTOR IN ADOPTION! Collaboration is a behavior… not a technology!
- 43. RELATIONSHIPS & PARTNERSHIPS CONTENT FUNCTIONALITY • Build relationships with business partners • Establish your content strategy • Share your vision and strategy • Provide tools and templates • Make it fun and easy! • Build relationships with stakeholders • Establish your governance • Share your strategic roadmap • Get continuous stakeholder feedback • Don’t kill each other! ALWAYS KEEP SENIOR LEADERSHIP ENGAGED AND IN THE LOOP!
- 44. THE NEW INTRANET: COXONE Modern look and feel with endless scroll. User friendly design to search, manage, share, and update content easily.
- 45. COXONE HOME PAGE Web-style content delivery. A roll-up of all content from groups and communities that you are a member of or following. Below the fold – part of endless scroll.
- 46. THE NEWS FEED Employees get company, product, regional, and community news rolled up in a personalized news feed. You’re in control of your content.
- 47. 47 Troy Campano Senior enterprise architect, Liberty Mutual; Head of product, Workgrid
- 48. 48 Brett Caldon Senior Director, Applied Innovation, Liberty Mutual Head of Business Ops, Workgrid
- 49. 49Liberty Mutual Digital Workplace Assistant The main intranet is a custom developed, supported by the Contentful CMS; SharePoint also present. Up to 100,000 page views per day Digital Assistant powered by their own proprietary solution called Workgrid. AI Powered Digital Assistant 50,000 + Users Liberty Mutual is a large, Fortune 500 financial services company with more than 50,000 employees. © Liberty Mutual. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 50. The Complexity of Today’s Workplace Today’s Workplace Digitizing processes and transactions has led to enormous complexity MOBILE SOCIAL CLOUD ANALYTICS
- 51. And From this Complexity We Heard From Employees… Missing Important Communications Employees were frequently missing important announcements and time-sensitive reminders. Delayed Approvals Managers were losing approvals amongst other emails, blocking important work or requests from being completed. Too Many Login Screens Many systems do not support Single Sign-On, requiring employees to manually type their username and password over and over. Too Many Steps If often took 10-15 clicks for employees to complete simple transactions like approving an expense report or timesheet. Time Wasted Context Switching Employees would lose valuable time jumping from one system to another to complete tasks or lookup common information. Disconnected Corporate Systems With each corporate department buying their own best-in-class SaaS and vendor systems, it left a siloed impression of these groups. Ignored Intranet Content and Communications Information on the company intranet and other communications weren’t personalized enough for employees to actually stop and read. Complex Employee Experience With no system to bring it all together, each vendor or SaaS product had a completely different user experience from the other. Difficulty Finding Information Employees didn’t have a single tool to ask basic employee questions like “what is the time off policy?”, ”what’s on the café menu?”, or “how do I report a system outage?” Cognitive Overload With too many systems for employees to use, key information and tasks were spread across multiple systems wasting valuable employee time and increasing frustration.
- 52. 90% of the data in the world today has been created in the last two years alone Source: IBM
- 53. Background Management Meeting NEW Workgrid Starting in late 2013, Liberty Mutual began work on what would become a digital assistant for the enterprise.
- 54. Background Management Meeting NEW Workgrid Starting in late 2013, Liberty Mutual began work on what would become a digital assistant for the enterprise. In 2014 we iterated through prototypes of the tool and evolved the digital assistant based on employee feedback.
- 55. Background Management Meeting NEW Workgrid Starting in late 2013, Liberty Mutual began work on what would become a digital assistant for the enterprise. In 2014 we iterated through prototypes of the tool and evolved the digital assistant based on employee feedback. In early 2015 we did our official launch of the digital assistant with Liberty Mutual managers first, followed by the remaining 50,000 employees.
- 56. Mobile Application Management Meeting NEW Desktop Notifier AppIntranet Toolbar
- 57. Workplace Chatbot Answer common questions and complete tasks Integrates with 3rd party business software and custom company applications Hybrid answers from Workgrid Assistant and Humans in Real-Time (Useful for Help Desk / Call Center call reduction)
- 58. Microapps Persistent micro-apps that highlight important information from your work, employee systems, and more. Changes and edits in the apps sync back to the source system. Reduce the need for employees to log into many systems.
- 59. Unlike email, they expire (no need to manage / delete them). Ensure employee has seen the notification before it archives. Elevates company and team information outside of email.
- 60. Mixing Transactions and Content Concur Travel 54 mins ago Your Trip to Miami Your flight from Boston, MA (BOS) to Miami, FL (MIA) is schedule for tomorrow. BOS MIA Boston Miami American Airlines 1006 Feb 17 2018 10:03am Terminal N Gate T9 Departure: Feb 17 2018 1:15pm Terminal B Arrival: TRAVEL VIEW DETAILS Security review of the new Miami facility and stakeholder meetings. Summary Chrome River Expense Report 30 mins ago Samuel Jennings Expense Report EXPENSE APPROVE REJECT 42 12 Commented in Jive Kayleigh McKerson VIEW CONVERSATION I didn't realize MS RDC was available through the App Store—awesome. I've had good success with CoRD, an open source alternative, although I don’t know if it’s on the approved list. Remote Desktop Connections in OSX 5 mins ago TRAVEL SOCIAL N Navit Internal Communications 5 mins ago 5 Essential Tips for Business Storytelling WEBINAR Learn from Jacob Simpson, Leadership Communicator, about the best ways to communicate your message. 42 12 Liberty Internal Communications
- 61. Provides essential information to the employee on a contextual basis, taking into account the employee’s needs and preferences. Smart Notifications have the gift of anticipation, providing relevant information for upcoming events.
- 62. No need to replace your existing intranet. Make your intranet the door to your digital workplace (by mixing content with functionality/transactions). Drive more engagement with your intranet. Reach employees with communications elevated outside email.
- 63. Unlike email, they expire (no need to manage / delete them). Ensure employee has seen the notification before it archives.
- 64. Benefits Workgrid at Liberty Mutual Simplified Consumer-Like Employee Experience Less systems to deal with. Less logins. Less steps to complete tasks and access key information, employees loved it – a system employees actually enjoy using. 40% Internal Comms Increase 40% increase in internal communications click-through rates, employees no longer miss important communications. 70% Fewer Clicks 70% fewer clicks to obtain key employee information, allowing employees to be more productive. 90% Adoption Rate 90% adoption by managers, seeing 80% of transactions being approved in Workgrid instead of the actual source systems. Millions in Savings Each Year Saving hours and hours of employee and manager time, and reducing costs at internal help desk. Reduced Impact of System Migrations News apps are built on this platform, removing employee impact of switching to new systems behind the scenes.
- 65. Overview Liberty Mutual Insurance implemented a chatbot to drive efficiencies across its IT help desk and improve employee satisfaction levels. The chatbot was piloted to all mobile users for the following use cases: unlock phone, register/unregister devices, and sync calendar. After just two months, Liberty realized significant benefits and large ROI projections. Objective Prior Chatbot (2 months) Reduce Average Handling Time (AHT) 15 Minutes 2 Minutes Reduce Average Speed of Answer (ASA) 142 Seconds 0 Seconds Convert 5% of mobile help desk call volume to chatbot 0 18% Increase Satisfaction (eNPS) 9 10 Business Value 93% Expense reduction per help desk transaction 10% Increase in employee satisfaction *Annualized savings/capacity calculated at a 50% adoption rate based on average mobile calls per year and average salary data. 2 FTE Capacity savings annualize* $222,250 Projected annualized savings*
- 66. Use Case Calculation Annualized Value Approval Time Savings Significant time savings per transaction to action approval (login & clicks) (754,962 approvals) * (45 secs saved per approval) Over 9,000 Hours Saved Approvals $$ Savings Reduce time managers spend on approvals (566,221 minutes saved) * (avg. employee rate per minute) $639,829 Notifications $$ Savings Move notifications outside of email and time spent searching (5 min per week) * (50,000 employees) * (avg rate per minute) $6,720,000 Overview With smart notifications, Liberty Mutual consolidated approvals and notifications into one view outside of email. Approvals and notifications can be directly actioned from the digital workplace vs. the native system of record, removing the productivity burdens of context switching between applications. 90% adoption by managers performing approvals in digital assistant vs native system. Millions of dollars’ worth of reclaimed productivity. 5 minutes saved on average per week per employee 70% Reduction in number of clicks required for employees to obtain key information
- 67. Workgrid at Liberty Mutual The Employee Response to Workgrid (myHub) was Overwhelming! The #1 word employees used based on sentiment analysis at Liberty Mutual to describe myHub was ‘Love’.
- 68. 68Coca-Cola Adobe Experience The main intranet powered by Adobe Experience, also use Attivoi and Workday. 100,000s of page views per day Content is published locally and by country. This allows Coke to preserve global standards and strategy while also ensuring relevant local content is visible Advanced content management targeting 27,000 + Users Beverage giant has knowledge workers that live and work in110 countries across 17 business units. © Genuine Parts Company. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 69. our ecosystem
- 70. 27,000 associates 75% employees 25% contingent workers +
- 71. 110 countries 17 business units
- 75. Global Content: Compensation Programs Local Content: Medical (U.S.- Specific) Hybrid Content: Contingent Worker page includes global content with U.S.-specific info about Coke Flex
- 76. Anshul Chauhan Sr Content Mgr Toronto Emily Bucherati Dig Comms Spec Atlanta Chad Ligon Content Manager Atlanta Ana Chong Content Analyst San Jose Marie Dunn Int Engage Mgr Atlanta Kristin Kopp Int Engage Mgr Atlanta Raquel Torres Content Analyst Atlanta Robby Branson Content Manager Atlanta Ricardo Nassar Content Manager San Jose Amy Hernandez Glob Content Lead, Baltimore Nadine Waldow Content Manager Warsaw Eren Yaman Content Analyst Warsaw Joanna Repec Content Analyst Warsaw Jessie Fe Vidal Content Manager Manila Cristina Condrici Content Analyst Warsaw Sergio Giannone Content Analyst Warsaw Trisha Icasiano Content Manager Manila Michele Lillard Internal Solutions Mgr Atlanta Jenny Fotia Glob Dir– Digital Experiences Atlanta Nikki Conyers-Williams Snr Content Writer / Editor Atlanta
- 82. 82Microsoft Office 365 The main intranet powered by SharePoint Millions of page views per day The ubiquitous cloud solution is the main technology platform for the Microsoft digital workplace.. Office 365 120,000 + Users The technology giant uses their own solutions internally with employees and operates in more than 100 countries.. © Genuine Parts Company. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
- 83. Email SharePoint Microsoft 365: For every type of teamwork Outer Loop
- 85. Microsoft IT Office 365 migration journey 0 50,000 100,000 150,000 200,000 250,000 300,000 2010 2011 2012 2013 2014 2015 2016 On-premises # of Sites Rethink our experience in the cloud
- 86. Company portal: Microsoft Web “MSW”
- 87. IT / Help Portal
- 88. Company division: Microsoft 365 Marketing
- 89. Company division: SharePoint, OneDrive, Yammer & Office engineering “OXO Commons”
- 90. Company division: SharePoint, OneDrive, Yammer marketing “SOY” site
- 92. Questions? 92
- 93. Intranet Insight Newsletter Notifications on news & events: PrescientDigital.com > Bottom of Page 93
- 94. 94