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"Earlier this month I gave a couple of webinars on encouraging user adoption of your social intranet. As long as we’ve been building intranet software and as long as we’ve been going to conferences, the theme of adoption is always present. And for good reason.
This blog post covers some of the ideas about adoption, what it is, why it matters, and how to encourage it."
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“Driving adoption”, by the way, is one of my least favourite expressions. It sounds like driving cattle. Or herding cattle.
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Usage is contextual – it depends entirely on your organization’s goals and the intranet’s purpose.
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"Le Crédit Mutuel Arkéa réunit les fédérations de Crédit Mutuel de Bretagne, du Sud-Ouest et du Massif Central ainsi qu'une vingtaine de filiales spécialisées qui couvrent tous les métiers de la banque, de la finance et de l'assurance. Le groupe, composé de 9000 salariés, s'est doté il y a un an d'un Intranet collaboratif. Philippe Bancourt, le responsable Intranet, détaille cette évolution majeure."
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Les utilisateurs peuvent ainsi commenter les informations – un peu à la Facebook – et produire leurs propres contenus documentaires, via un wiki ouvert à tous. Chaque service créé ses propres documents et les partage librement.
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Tout le monde utilise donc le même outil, tout le monde peut émettre de l'information. Mais pour certaines thématiques, les accès de consultation sont protégés.
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"It’s fair to say that in 2011, social pervaded a truly wide swath of territory in terms of business capabilities. While social reconceptions of traditional business functions began showing signs of some maturity in select areas (especially social marketing and internal collaboration), strong early adoption was also a hallmark of a few quite recent developments, in particular Social CRM."
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Analytics and business intelligence (BI) becomes standard fare. Making sense of the endless flow of conversations, inside and outside of the organization requires smart, effective filters. It also needs a way to analyze the giant haystack to derive business significant insight
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"Social intranet is a hot topic. With the rise of social software, the next step to the enterprise social nirvana is the intranet. Hopefully, nobody is considering Facebook as a model anymore (like in “our new intranet will be like Facebook“), but there is still some confusion in what “social” stands for in the enterprise."
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A social intranet is network that uses social software to securely share any part of an organization’s information within that organization“. Nice, but this restrict the vision to software, and can bring endless debate about secure sharing.
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"A team of more than 40 IBM consultants have undertaken a massive redesign of IBM’s web properties: a galactic redesign that includes both the external website and internal intranet.
The core objective: a Single design system that converges the intranet (W3) and Internet standards, incorporates reusable design patterns and evolves the design system through collaboration."
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ntroduce IBM experts, innovators, collaborators across the web, both internally and externally (.com and external web)
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The new design uses darker and more subdued colors in the masthead and footer but brighter colors and more readable fonts in the content space making it easier for you to focus on where the real action is happening on the page: the content space!!,
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"ocial intranets have changed the rules of successfully launching an intranet. While in the past it was quite helpful to involve employees throughout the process, today it’s a virtual necessity.
A social intranet becomes an online community space and employees need to feel a sense of involvement and ownership starting early in the project so they feel it really is their community.
While many of the opportunities for engagement listed below are standard practice for building a good 1.0 intranet, each one represents an opportunity to build a sense of shared ownership and create a shared sense of excitment over the coming change."
"What would it look like if the social world of Web 2.0 collided with the corporate Intranet? What would happen if information was disseminated from outside in, instead of inside out; from the people working on the front line? This is precisely what an interesting experiment at global consulting firm Capgemini is revealing. Many of the company’s 110,000 people are based on site at client locations and it is here that ‘real-world’ challenges must be addressed. The IT consultants in particular, who form about half of the workforce, are in an environment where the information they use goes out of date very quickly"
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CTO Andy Mulholland says that it is contributing to the “collective consciousness of the 20,000 people who subscribe to Yammer internally.”
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Yammer is decentralising the information flow at Capgemini to create greater collaboration from the outside in. It is those consultants at ‘the edge’ who are posing the questions and using the technology. They’re encountering a lot more variability in what they’re being asked to do than perhaps those at the centre of the organisation. They’re using it as a service enabler; a tool to help them do more by tapping into a corporate knowledge bank in real time.
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"Organizations adding social elements to their intranets are finding that doing so creates new opportunities for collaboration. When I spoke to Jack MacKay, CIO of the American Hospital Association, he told me the AHA lists the key initiatives of its 13 business units along with how they tie into the AHA's central strategic plan. The result is "a direct line of sight" into projects that makes it easier to track them and identify possible areas for improvement. And as MacKay said, "As people become more aware of activities of other departments, they start seeing opportunities for cross-departmental collaboration.""
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Organizations adding social elements to their intranets are finding that doing so creates new opportunities for collaboration. When I spoke to Jack MacKay, CIO of the American Hospital Association, he told me the AHA lists the key initiatives of its 13 business units along with how they tie into the AHA's central strategic plan. The result is "a direct line of sight" into projects that makes it easier to track them and identify possible areas for improvement. And as MacKay said, "As people become more aware of activities of other departments, they start seeing opportunities for cross-departmental collaboration."
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Social networks among workers. As Hinchcliffe notes, networks usually feature rich user profiles that maintain an employee's connections to their colleagues and often employ updates and live work streams. By using search tools and querying connections, folks can readily find coworkers with relevant expertise.
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"Mountain Equipment Co-op (MEC) sells kayaks and mountain climbing gear out of retail stores across Canada. The majority of MEC’s 1500 employees spend their time stocking shelves, maintaining displays, working the registers and answering questions from their outdoor fanatic customers. With such a small portion of staff who sit in front of computers all day MEC is not exactly the poster child for a collaborative social intranet that makes knowledge sharing easy. And yet, after 18 months their social intranet, named Mondo, has taken on a huge role in the company’s culture and has seen outstanding adoptio"
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You’re likely familiar with the common social software adoption ratio of 90-9-1: 1% of users are heavy contributors, 9% are intermittent contributors and the other 90% only lurk in the system. Well, that ratio doesn’t mean much to MEC. Even though most of their employees don’t have their own work computers, MEC has achieved a 70/20/10 ratio on Mondo.
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The starting point for MEC’s success with Mondo is the open nature of their social intranet. Any employee can add pages to the intranet, upload files, create groups and start discussions. MEC trusts employees to be responsible in what they create and has reaped the benefits of that trust
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"Enterprises are adopting social tools like blogs and wikis for use inside their companies, but having a social media style home page for the corporate intranet is still rare, according to a study.
In other words, vendors like Jive Software and Socialtext still have a lot of work to do to convince companies that a Facebook-like experience is the right way to support corporate communication and collaboration."
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-companies with cultures like that are not going to embrace social media and social networking behind the firewall."
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Other companies may also want to project a more task-focused personality to their intranets, as opposed to one focused on open discussion
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"Your organization’s intranet is the network of digital systems that reinforce the organization’s structure, processes and culture. Changing these systems to become more social (aka Socializing the Intranet) will help to make the organization’s structure, processes and culture more social.
Socializing your intranet is a great way to introduce significant organizational change, because intranets are broad-based, protected, visible and core to who your organization is. "
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1. Socializing your Intranet demonstrates a company-wide commitment to new social behaviors and systems, making it easier for members to choose to change.
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1. Socializing your Intranet demonstrates a company-wide commitment to new social behaviors and systems, making it easier for members to choose to change.
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"To be successful on the intranet, social media (intranet 2.0) cannot work in isolation; successful social computing requires effective integration and change management."
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Beehive was isolated in a corner of the intranet (like many of its other social media tools), and not at all integrated into the complete employee intranet experience.
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Today, the employee networking / intranet 2.0 experience is interconnected, and integrated into the main intranet – a single platform,
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"The big challenge before Dinesh: Build a social intranet for a company of dispersed and highly intellectual software developers and consultants where several past intranet efforts had failed.
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The Q&A application took off like wildfire once launched, quickly gaining hundreds of thousands of questions and answers. According to Dinesh, “The amount of learning when conceptualizing was phenomenal.” Dinesh felt the success was due in large part to the gaming principles used to spur on adoption
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“When starting a project like this it’s helpful to have a somewhat external perspective. You need to keep your eyes and ears open to pick up every possible cue from the culture. An understanding of these types of cultural cues feeds into how you run your change management and your communications campaign when designing a new intranet or system.”
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"Il y a quelque temps, je m’interrogeais sur la nature des intranets 2.0. Même si cette définition peut paraître fourre-tout (les plus diplomates la disent « fédératrice« ), nous en savons un peu plus sur l’évolution naturelle des intranets. Ceci notamment grâce à la récente publication par l’Observatoire de l’intranet des résultats d’une enquête menée cette année : Observatoire intranet 2011 – Contribution, collaboration, conversation."
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- Une dynamique collaborative bien installée (des espaces collaboratifs déployés sur 60% des intranets et 25 % supplémentaires prévus pour l’année prochaine) ;
- Un RSE qui prend progressivement sa place (avec deux fonctions-clés : profils riches et outils présentiels) ;
- Des usages en mobilité qui se développent (3/4 des intranets proposent un accès distant) ;
- La volonté d’appliquer une gouvernance stratégique (la DG est impliquée dans la moitié des cas et la copropriété se développe) ;
- La gestion des connaissances qui est en retrait (peu de projets de cartographie des connaissances, des gestionnaires peu ou pas valorisés).
L’Observatoire de l’intranet nous livre avec cette enquête cinq tendances pour 2011 :
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- L’intranet devient la porte d’entrée du bureau web des collaborateurs ;
- Les intranets sont plus centrés sur les équipes (notamment grâce aux espaces collaboratifs et aux fonctions de gestion de projet) ;
- La transformation en des plateformes de communication en temps-réel (par le biais d’outils de microblog ou de la messagerie instantanée) ;
- La montée en puissance des usages en mobilité (pas spécialement depuis un terminal mobile, mais en dehors du bureau) ;
- Les intranets deviennent des vecteurs d’expression individuels pour les collaborateurs (grâce aux outils de publication et de sociabilisation).
"Offering a handful of limited social tools in a corner of the intranet is missing not only the more significant opportunity to unleash the untapped potential of enterprise intranets, but it will likely be soundly rejected on the ground by a growing percentage of today's workers. Instead, organizations should be planning for a fundamentally social intranet. "
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They realize it can enable self-service and unleash an organization to share knowledge and work together in powerful new ways. It also makes it very easy to connect the organization's knowledgeable experts to those that need to know, while using what I've started calling stored collaboration to ensure that this process scales and is highly time and resource efficient..
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"Le salon Solutions Intranet & collaboratif cette semaine, a certainement été un évènement important pour la prise de conscience de cette convergence entre l'intranet et les réseaux sociaux à la sauce collaboratif:" [...] Il est intéressant de comparer avec l'édition 2009 et de voir le chemin parcouru ces deux dernières années. Et pour ceux qui ont lancé en interne leurs premières initiatives à cette époque d'envisager l'avenir.
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La conclusion de cet article montre la clairevoyance de son auteur (Marc de Fouchécour) puisqu'il conclu par "il faudrait implémenter des fonctions de réseau social dans l’intranet, qui permettent la mise en relation des collaborateurs et forment le terreau des futurs groupes de travail collaboratif ou de communautés de pratiques." Bien vu.
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L'intranet c'est cet animal piloté le plus souvent par la Direction de la Communication et/ou la Direction des Systèmes d'Information. Or on constate les difficultés actuelles à convaincre ces Directions de s'engager sur la voie des réseaux sociaux
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