Putting Your Staff at the Centre of the Social Intranet
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Putting Your Staff at the Centre of the Social Intranet
- 1. Putting you at the centre of the social intranet #SPSUK16 Wes Hackett Solutions Architect wesley.hackett@contentandcode.com @weshackett
- 2. Agenda • What are people using outside work? • Some vision • What is a social intranet • Approach • Social Intranet areas – Home page – Profile – Corporate communications – Community sites – Search
- 3. Agenda - Challenges • Adoption • Performance • Governance • Devices • Recession proof goals • Legacy
- 4. What are people using outside work?
- 5. Some vision • In their personal lives, people are working together and sharing information in radically different ways using the Internet. Social networking websites such as Facebook, YouTube and Twitter, collaborative knowledge websites such as Wikipedia, and interactive communications such as Skype and MSN Messenger, are giving people very engaging ways to share experiences, communicate better and learn faster. • We have an opportunity to do give our staff the same tools and experiences, to help them do their jobs better and help them feel connected to the wider internal community.
- 6. Understand your business • What are your organisational strategic goals? • What systems, tools and processes will support these? – Sometimes this is hard because you don’t know what you don’t know • Have your staff changed? Older/younger/fewer? • Do you need to work more with partners/ customers/ suppliers • Do you staff need to work from anywhere
- 7. What is a social intranet? What am I doing?
- 8. Philosophy • Recognise business is made up of people, with interests, activities and interactions • Delivering human-friendly solutions that match how people work in real life • Supporting two-way dialogue and interaction • Cross-organisational communication and collaboration • Enabling staff to be active participants and owners on intranets, and not just passive consumers • Drawing on network effects within organisations, recognising that groups can do more than individuals • Enriching traditional business and internet activities with a social layer
- 9. Including social features • Commenting on news • Voting or rating of content • Richer staff directories that help staff connect to each other • Microblogging • Team and business unit collaboration spaces These all supplement traditional news and content centred intranets
- 10. Completely social intranet • Centred on collaboration not publishing • Staff can edit many areas of the site • Collaboration tools and social features • Making the social spaces the primary ‘work place’ • Give visibility with ‘activity streams’ on the homepage These intranets are the ‘Place to work’ for staff
- 11. The approach me everyone My Site My Profile Teamsites All sewn together with search, instant messaging, desktop sharing, conferencing facilities and more... Training Site Training Site Community websites - a collaborative workspace for people within a certain discipline, with shared skills or interests. Helping to Benefits Pay & improve knowledge, best practice and drive innovation Corporate Sites Teamsites - websites that provide a workspace for a team to My Profile Internetsharethatthat websitesmaketools seamlessly without corporate website - all, provides news and information, with ExtranetSitesviewable accessthat is tailoredandmy connect toneeds. collaborate, by knowledge and others individual me. Think - will help My & videos, - - A homepage the better decisions. newsfeeds, Facebook or LinkedIn for the to interactive content that executive interviews and organisation. one place that Think of do Wikipedia, YouTube and Forums all rolled into additional user-ids and passwords keeps me engaged. Extranet Community Sites is specific to your team. /Internet
- 12. Homepage
- 14. Adding Enterprise Content • SP2010 is about content, docs, wikis, discussions… – By default none of this appears in the activity feeds • Extend the feed to include the ECM types – They add the business related value – Show the user what is going on in the organisation • Extend the visual elements to be more engaging – Bring items to life – Give them functionality – Maintain the OOB function
- 15. Enterprise Content New colleague New colleague Discussion Discussion Discussion reply Discussion reply Wiki or Enterprise Wiki page Wiki or Enterprise Wiki page Announcement Announcement
- 16. Enterprise Content Blog post Blog post Blog comment Blog comment Picture or Image Picture or Image
- 17. Enterprise Content Media Audio Audio Video Video
- 18. Facebook style likes and comments • Items in a user’s news feed can be “liked” and commented on, just like on Facebook.
- 22. When being colleagues isn’t enough • SharePoint activity is only colleague based by default • What happens when you think a team produce some great content? – Follow them all? – What happens if a new person joins the team and you don’t realise? – Or a person creates too many things not from that team in their other roles?
- 23. Subscriptions • By site • By list
- 24. Subscriptions • Told why you’re seeing an item • You can unsubscribe from the menu
- 25. Personal profile
- 26. My Teams
- 27. Site directory
- 28. Corporate communications • Adopt the News industry approach – Get your readers to contribute – Embellish their stories • Eliminate global emails or paper based broadcasts • Make more use of rich media such as: – Video – Podcasting – Twitter integration • Analytics drive content styles – Understand your readership
- 29. Checkout from Tesco case study
- 30. Community sites
- 31. Search
- 32. Challenges
- 33. Adoption • Capture the hearts and minds of your organisation • Two key components – Communications – how you get the message across – Training – how people learn to use the platform
- 34. Building your adoption plan • It makes you think • It gives you something to hand around • It involves other people
- 35. Communications • Engage with your internal marketing and communications teams early in the project • Make your communications strategy persistent • Use existing communication channels • Get executive sponsorship • Tailor messages to each target audience
- 36. Training • Needs to be focused on what the user needs • Key elements delivered just before use • On-going top-up sessions • Self help
- 37. Performance at scale • Gathering Activity at scale – How many changes are expected – Does this fit with the planning • Security trimming – Complexity – Performance • Configuration – Configure each gathering per location
- 38. Governance • To steer not control • Social is about freedom – Within guidelines – The light touch approach – You already guide employees with HR Policies • Focus on business value – Control the key knowledge – Invest in information management
- 39. Devices • Planning for devices – What types – Security considerations – Expected use cases • Implementing for devices – Dedicated ‘apps’ – Web based • Tools for the job – Use the right tool for the right job
- 40. Recession Proof Goals Reduce Motivate Provide Cost Staff Efficiencies Optimise IT Attractive Smarter assets tools for staff working Remove Work from Faster legacy systems home collaboration and support Automated Green & Reduce travel business paperless processes
- 41. Legacy • Business projects leave legacy – Plan for the project – Plan for the following 6 months – Plan for the next 12 months – Plan for 3 years time – Plan for 5 years time • Remember why you started this project – Support your business plans with technology
- 42. Thanks for listening Wes Hackett Solutions Architect wesley.hackett@contentandcode.com @weshackett
Editor's Notes
- If you don’t do something inside the firewall, people will outside the firewallImportant as these set the bar of user expectationsFacebook being used to share design imagesWordPress for bloggingTwitter for social updatesLinkedIn for professional networking based on expertiseFlickr for photos
- Working togetherSharing informationChanging the ways we work togetherCollaborateShare experiencesHelp do their jobs betterFeel connected to wider Tesco community
- Understanding your business drives the social platform designYou need to establish what you organisational strategic goals are? Drives out the ROI and KPI measures of successIdentify systems and processes that support these? Drives out platform requirementsKnow your staff demographics? Drives out targeted tools, communications and training planningWho do you work with? Drives out implementation requirementsWhere do people work? Drives out connections, tools to connect people, ways of working
- What makes up a social intranet?Day in my lifeMake notes on my Windows Phone, sync them back to my portalWork with my team both in the office and in other locations through our community siteDiscuss technical designs with other architects using LyncWrite some documentation and blog article contentUpdate my status to let people know I’ve just written a new blogMake a new connection to Andrew who shares my interest in Formula OneRead about Content and Code’s latest business winShare knowledge with the wider organisation and publish my slides to themAll of this is part of ‘social’ intranetsAbout connecting me with people and places to do my job
- Recognising that organisations are made up of people, with interests, activities and interactionsDelivering human-friendly solutions that match how people work in real lifeSupporting two-way dialogue and interactionCross-organisational communication and collaborationEnabling staff to be active participants and owners on intranets, and not just passive consumersDrawing on network effects within organisations, recognising that groups can do more than individualsEnriching traditional business and internet activities with a social layer
- Commenting on newsVoting or rating of contentRicher staff directories that help staff connect to each otherMicrobloggingTeam and business unit collaboration spacesThese all supplement traditional news and content centred intranets
- So how do you approach the new person centric thinking?You put the user firstThis give the user a customised space to call their own and therefore gives them ownershipYou then add the profileTeam sites and community sites give the collaboration spacesThe information sitesProvide a more consumed type of informationExtranet and internet to collaborate with a user base wider than organisationSearch, IM, video and desktop sharing backbone across everythingVisually the platform is tied together by the global header
- Homepage:Default layout is focused on three conceptsLeft is the people connectionCentral is the what’s going onRight is newsActivity feed extensions are bringing in more than just social and profile updatesECM dataImproved representation more FaceBook and LinkedIn likeExtended further with a custom service application to provide subscription as well as colleague activityColleague suggestionsSuggests new non-colleagues who share skills, interests and job rolesColleaguesLists you colleagues and allows a quick search for peopleHub tipsIn place tutorial tips that link to more in depth articles in the help centreCheckout newsBrings the latest corporate communications to the pageTesco News and newsRSS based news feeds
- Blog rollShows the blogs being published across the hubWeatherShare priceI need to shortcuts
- Explain why this isn’t enoughDoesn’t make you want to go there on its ownThere are some who don’t think SP2010 social is ready, one blog of noteAfter a day POC we decided it was more than adequate
- Explain each typeNew colleagueDiscussionReplyWikiAnnouncement
- ExplainBlog postCommentPicture
- ExplainAudioVideo
- No more disjointed conversations with users having to post replies to notes on the other guy's profile page, reply straight from the original note on your profile page
- Open the Tags & Notes dialog for some content, such as a document, and you can use the enhanced note board interface to add any comments on that document and view existing comments.
- The out of the box social icons have been replaced with enhanced versions, allowing for proper Facebook-style “liking” and on the page controls displays iPhone style “badges” with the numbers of likes and comments for the item.“I like it” has been replaced with proper Facebook-style liking, and reflects any likes that have been added directly on people’s news feeds.
- SharePoint activity is only colleague based by defaultWhat happens when you think a team produce some great content?Follow them all?What happens if a new person joins the team and you don’t realise?Or a person creates too many things not from that team in their other roles?
- Subscribe by siteSubscribe by list
- Describe the UI
- Personal profile:Standard OOB profile and pageBrings:SkillsPast projectsInterestsContact detailsBioOrg chartsThis might be the first time people can describe themselves within your organisation
- My Teams:This is the key to bringing all the areas of the site the user is in contact with togetherIt lists all the team and community sites the user has contribute rights too
- Site Directory:With no hierarchy to the platform it is even more important that some kind of site listing is providedGreat additional feature was that we enforce an ‘about us’ page based on this information in every site.
- Adopt the News industry approachGet your readers to contributeEmbellish their storiesEliminate global emails or paper based broadcastsMake more use of rich media such as:VideoPodcastingTwitter integrationAnalytics drive content stylesUnderstand your readership
- Checkout:Checkout is the internal communications siteLinked from the global bannerHas it’s own visual identity which differentiates it as an area of interest for a userBusiness change requirements around moving away from comms driven intranet into a collaborative way of workingIt contains:Group newsCommunity newsBlogs and interviews with the Executive team such as Philip Clarke CEO of TescoNews from Checkout is delivered to the user homepage as new articles are publishedContains sales board for UK based users to buy and sell stuff
- Providing a tailored working environment for a team or communityEach team controls the functionality and content to do their jobs
- People searchFinding people by name, skills, past projects etcContent searchFinding information of relevance
- Success not guaranteed even with:Great governance planUsable, relevant contentHigh quality, tested solutionYou can’t just turn it on and expect everyone to come running with open armsYour adoption plan needs to capture both the hearts and minds of the user community to ensure that the solution will be successfulTwo key componentsCommunicationsTraining
- Make sure that you’ve successfully incorporated the technology components that help drive adoption Start small and grow with the culture Implement a Training Plan Implement a Communications Plan Decide on a Content Migration Strategy Have a User Support Plan Provide Incentives and Rewards Enable End-user Feedback
- Your new SharePoint 2010 solution is going to launch itselfA Communications Plan is absolutely essential for successful solutionsEngage the internal marketing and communications team early enough in the project so that they can have an impactA good communications strategy must be persistentThe communications strategy should promote both awareness and the value of the new SharePoint 2010 solutionUse every opportunity to promote awareness of both the features and benefits of the solutionUse already established channels to promote the solution at launchLeverage existing newsletters and "town hall" or business unit meetings to deliver key messages about the solution, collaboration tools, and other productivity initiativesMove towards the new channels post launchGet executive sponsorshipGet important stake holders to do a podcast or launch videoShow their excitement for the new solutionTarget your communications to specific audiencesShow them tools most relevantUse language which they’ll understand
- SharePoint 2010 can be a very intuitive product for some users, but this will definitely not be the case for all usersFocus the training on what a user needsContextual help for task based learningShowing a user a new technique based on job roleApproach: examples of successful training approaches that can be considered for your training plan Timing: when should training be offered Just before launch for basicsPost launch for contextualAudience and Content: who should be trained and what training content is appropriate for each audience Self help for those lunchtime learnersDon’t rename SharePoint terms, search engine results are harder to come by, get users used to technical names from the product
- Gathering Activity at scaleHow many changes are expectedDoes this fit with the planningSecurity trimmingComplexityPerformanceConfigurationConfigure each gathering per location
- Governance is not about tight controls or wordy documentsIt’s about steering gently for successUse walking decks and light weight policies where appropriate and make sure users understand themSocial is about freedom to contribute and express ones selfYou still have acceptable use policy to guideLight touch approach when mistakes are made, examples of heavy handed repercussions will spread like wildfire amongst user baseRemember this is an IT solution like any other so existing HR / IT policies should applyFocus on business valueEnsure key knowledge is still appropriately managedEncourage knowledge management and guide its best practices for you organisation
- Devices are comingPlanning for them saves headachesUnderstand which fit your corporate policy todayIdentify the supported device typesAllow information security groups input and reviewIdentify the use cases for device access, one size does not fit allImplementing for devicesDedicated appsMean moving device platform will require a re-writeTake advantage of native hardware featuresWeb basedDevice agnosticNot always as feature rich, some gestures not supportedTools for the jobThey are unlikely to instantly replace the desktop/laptopThey’re great for consumption or quick approval type scenariosNot so great for long authoring
- These three pillars of common SharePoint project goals can help you in establishing concrete examples for your deployment.First, is there financial reasons why you are deploying SharePoint? Are you trying to remove legacy applications already providing similar functionality? Are you trying to optimize existing business processes?Second, standards can be enforced both in brand, style, and even in business processes.Third, are you trying to build a new service to provide functionality not previously there. From Wikis, to my sites, and collaborative web applications, SharePoint site provisioning can be an empowering experience for everyone including freeing up resources in IT to help focus on optimization. Building a service will both help IT to scale, but also better define what is being provided to the business allowing them to focus their efforts in a manageable and scalable way.
- Think about the project legacyThink about future plansRemember why you did this project