Tag: Conferences

CDC Connects

Kay Sessions Golan (PDF file), Director of Employee Communicaitons for the Centers for Disease Control & Prevention (CDC), presented her case study on CDC Connects, the CDC’s On-Line Newspaper and Intranet Portal.

Note: one of the downsides of internal communications is it’s usually hard to benchmark against other organizations. You can’t see their intranets. So Kay showed screen shots from the CDC Connects project.

CDC started its internal blog after having attended a conference like this one. It took about 9 months to get started. They’re using WordPress installed on their servers. It’s “real” blogging software.

Why a blog?

  • These conversation are happening anyway.
  • It allows for respectful, open conversations vs. the water cooler talk
  • It demonstrates trust in employees, and they expect it can lead to problem-solving across the organization.

If you think you’re “controlling” the message now, without a blog, you’re deluded. A blog let you introduce the subject and engage the conversation, instead of having it happen without you.

CDC’s intranet blog is a moderated blog that allows anonymous comments. They did have some trust issues, so they wanted to encourage honest feedback. They were concerned they would get just the “suck ups” – the virtual Eddie Haskells – if they required people to give their names.

This is a little bit risky. Michael Rudnick, our conference chairperson, says the CDC policy is the exception, more than the rule. If employees know that IT can trace comments back to the source, it may diminish trust.

CDC has developed and refined its blog rules over a few months. One of the rules is that the comments need to be “on topic.” They engage in conversations with the negative commenters, asking them to provide specific suggestions for improvement.

They do one new post a week. Categories have included: Business Services, CDC History, CDC Now/Futures, CDC Stays Healthy, Facilities/Scenes, General (the catch-all) and Public Health in Action.

What they’ve learned after 51 posts and 2,400 comments:

  • Most active discussions: on topics that affect daily work life
  • Least active discussions: on scientific or programmatic topics
  • Many managers are reluctant participants
  • Discussions easily wander off topic
  • Appreciated by bloggers
  • Let it evolve and mature.

Kay says they’ve thought about using WordPress for crisis communications. That’s a great idea. I’ve blogged about that previously here. You could do that in WordPress, or in Facebook, or both. If you have WordPress on your intranet already, it takes about 15 minutes to start a new blog to handle this.

Sun Microsystems Embracing Social Media

Sheira Ariel and Carrie Motamedi from Sun Microsystems presented Embracing Social Media: Why, When & How?

Sheira asked whether social media are “just for fun” or also for business.

I actually think social media can make business more fun. And if your goal is more engaged employees, wouldn’t having more fun lead to more productivity?

She gave the example of IBM using instant messaging to put together a proposal for a client really quickly. Likewise, I’ve suggested using Twitter to quickly activate a crisis-response team.

On any given day, half of Sun’s 35,000 employees are working remotely. This makes a stronger case for using the collaborative power of social media.

A year ago they were using traditional communication vehicles: Town Hall meetings, E-mail, Static Web content, Newsletters, Conference Calls. Now they’re adding Global Town Halls, blogs, IM, Facebook, Wikis, Video/Podcasts, WebEx, SecondLife.

The Sun culture supports social media. Then-COO Jonathan Schwartz launched his external blog in 2004. As CEO, he challenged the employee communications group in 2007 to focus on “building communities” instead of just “doing communications.” They renamed their group to include the “communities” element: Global Employee Communications and Communities (GECCO)

Schwartz’s mantra is “Everything always in beta.” This enables them to experiment.

Sheira’s Guiding Principles & Tips:

  • Focus – pick a couple of manageable projects to get some quick wins
  • Start Small
  • Know Your End Goal
  • It’s a Journey

Five Common Social Media Goals

  1. Connect with friends and co-workers quickly
  2. Collaborate
  3. Build communities
  4. Get what you want (not what someone else wants you to have)
  5. Share

Matching Tools to Goals

  1. Wikis for collaboration/knowledge sharing
  2. Blogs to build reputation/share information
  3. Text messaging/IM for quick connections
  4. Forums and message boards to get employee feedback, solve mutual problems
  5. Facebook, MySpace, Ning to build relationships, share

Sun has about 5,000 people on Facebook. Socializing that happens in Facebook builds relationships that help create collaboration. It’s pleasure that leads to better business.

Sun has a PR group focused on social media. They also have experimented with events as ways to “slip in” new technologies on a pilot basis.

I created an event on Facebook within Social Media University, Global. I hope everyone who is attending the conference will indicate their attendance at this event by:

  1. Joining Facebook if you’re not there already.
  2. Enrolling in SMUG
  3. Indicating your attendance at the event.
  4. Continuing the conversation and networking, either around the event or by discussing here.

ALI Conference: Chairperson’s Address

michael-rudnick.jpg

Michael Rudnick of Watson Wyatt is the chairperson for this conference. I met him when he chaired another ALI conference, in Chicago. He did a great job facilitating that event and tying the presentations together.

We started with obligatory (I guess) safety warnings about what to do in the event of an earthquake. Not something that’s typically a big concern in southern Minnesota.

Michael’s presentation was on The Read/Write Intranet: How to Drive User Engagement and Productivity.

Employees want personal, straightforward, relevant information they can trust. They’re increasingly skeptical, though, of anything “corporate.”

They also want a “consumer-grade” user experience. They see great UI on the Web, and wonder why their companies have such a clunky interface, lousy search, and no ability to interact with (or help create) the content.

Key issues for Communicators:

  • Content – demand for immediacy and ease of publishing. Targeting content (enabling users to get the information they need, delivered to them.) Translation into non-English languages. Multi-media.
  • New technology – keeping abreast of changes
  • Operations and governance (guidelines, ROI/budgets, redundant or competing web initiatives
  • Phasing and transitioning to a new portal. Michael says communicators need to take a patient approach, and understand that it may take 3-5 years to implement a complete change.
  • Integration of third-party sites/data/content

Too many corporate intranets are in the Web 1.0 mindset, which indicates (to me, at least) that we don’t have a problem with people taking the long-term view. It’s fine to have a long view, but you need to at least start implementing some things to avoid getting bogged down.

If TechCrunch can keep busy covering start-up companies that can launch with as little as $50,000 in capital, why can’t Fortune 1000 companies fix their intranets?
Web 1.0

  1. One-to-many
  2. Preach/Spin
  3. Command & Control
  4. Formal and pre-determined

Web 2.0

  1. Multi-directional
  2. Advocate
  3. Influence and persuade
  4. Informal and dynamic
  5. Presence

Facebook isn’t “just for kids.” The over-35 demographic is the fastest growing. And large companies are saying, “So Far, So Good.” He cited a McKinsey study of companies that have adopted Web 2.0 tools, and most of them are saying they wish they would have started earlier.

Michael says that by the end of 2008:

  • At least 70 percent of companies without official support for blogs and wikis will have multiple unofficial deployments. Just because you say “no” doesn’t mean people won’t do it, just because you won’t provide the official infrastructure. They’ll form Google groups, or WordPress blogs or use other free services.
  • Enterprise social software will be the biggest new workplace technology success story of this decade.

In response to a question about using Facebook-like services for employee directories, Michael said there are several companies that offer “white label” products. He says one obstacle is that most companies would want them hosted on their intranets, fully behind the firewall. Actually, Jeremiah Owyang has a complete listing of these vendors.

Michael seems to be a big fan of Microsoft Sharepoint. You can see the demo here, but he says it doesn’t really show how you would incorporate this into your workflow to get things done. One idea he has is to have hands-on demos for whatever your technology initiative is…like the Apple store…so people can interact with your geeky “geniuses.”

That’s what Social Media University, Global is all about. Not many people will actually get to visit “Old Main,” but hopefully through the online curriculum they can get some ideas for how these tools can be used practically.

Michael’s Key Lessons:

  1. Have a strategy, vision and 18 month road map.
  2. Attain and maintain legitimacy — executive support and business case (and necessary funding)
  3. Line up content owners, provide a usable cms and continuous training and support
  4. Focus on ongoing support and resource commitment — implementation is only the beginning
  5. Thing big, start small, scale up — implement in phases — tightly prioritize and continually reassess
  6. Plan for continuous evolution — content, user interface, user preferences, software, search

We had lots of great Q&A with Michael. Please continue the conversation in the comments below.

For information about auditing SMUG classes or applying for admission, click here.

A Message from the Chancellor

Social Media University, Global (SMUG) is a natural extension of my family’s interest in education and the development of the Internet, as well as my experiences in speaking to conferences of professional communicators who are interested in exploring how social media relate to their jobs.

My Dad was an elementary school teacher before becoming a principal, and upon his retirement served a term on the local school board. I graduated from college the traditional way in 1986.

But since then, we’ve taken a decidedly non-traditional approach to education.

In fact, SMUG’s headquarters facility, Old Main (pictured above), doubles as the headquarters for Aase Academy, a primary and secondary school that has seen its first two graduates go on to complete their four-year degrees at University of Wisconsin, La Crosse. I am the Superintendent of Aase Academy, and my wife Lisa is the Principal and Master Teacher.

Unlike SMUG, Aase Academy is an exclusive institution: you need to be born into it.

Accredited, certified, standardized degrees obviously have a place. My brother, Mark, graduated from college last year through a cohort degree-completion program that involved substantial on-line interaction and distance learning. He got a management job largely because of it, and was chosen to give the commencement address, which you can see here.

But while a degree (maybe even an MBA) may be a requirement for a particular job, it’s generally just a minimum price of admission to be considered. What matters even more is demonstrating what you can do and the results you can deliver, and how you continue to learn and grow and develop new marketable skills.

This leads to discussion of another type of learning that I view as necessary and beneficial, but not quite sufficient. Many professionals attend conferences and seminars for a quick immersion in social media. I enjoy attending and speaking at these because they give opportunities for face-to-face interaction, and I highly recommend them. But if you spend a couple of days and hundreds or even thousands of dollars at a social media seminar, but then don’t apply what you’ve learned personally and professionally, you have developed familiarity with social media but haven’t really experienced it.

That’s where Social Media University, Global comes in; it provides an ongoing framework for structured learning about a field that will become increasingly important for professionals, particularly in communications, sales, marketing and management.

SMUG uses social media to help you learn social media. So you aren’t learning alone; you’ll be part of a group that is learning together. And it’s not a theoretical, ivory-tower curriculum. It’s real-world stuff.

SMUG is not accredited by any higher educational body, so therefore the credits you earn don’t transfer. The learning does transfer, however. You can apply it immediately in a hands-on environment to your personal or organizational projects.

So how do you get started?

While SMUG’s headquarters facility, Old Main, was completed over a century ago, our curriculum is definitely under construction. Please join us in building it out. Associate professors are welcome to join the faculty. Compensation is the same as tuition.

Frost & Sullivan: Using Social Media to Drive Demand

Michael Masnick, President and CEO of Techdirt, is leading this session exploring:

  1. Blogs
  2. Social Networks
  3. User Generated Content (YouTube, Flickr, etc.)
  4. Twitter
  5. Wikis
  6. Virtual Worlds (Second Life)
  7. User Reviews
  8. Employee Communities

Our key take-aways will be:

  1. A framework for understanding blogs & social media in terms of how they can be used to drive demand
  2. Case studies on a few different ways to engage with new media audiences
  3. Examples and insight into what works and what doesn’t in the social media space

There was a significant discussion over whether or not to respond to negative comments. One participant said his company’s blog is to provide a forum for customers, and that they don’t respond on the blog. Someone else raised a question: If an issue surfaces through the blog and you address it, why wouldn’t you go back and do a blog post to let everyone know that you had resolved it?One of our participants mentioned that his employer, TD Bank has a Facebook group or application. I’m not sure whether I’m seeing the one he’s mentioned, because it may be limited to Canada. Its competitor RBC has a sponsored group, too.

There was a lot of discussion about ROI and metrics. From my perspective, the key is making the “I” part of the ROI equation as small as possible. Train employees to engage as volunteers. Get customers involved. Provide the platform for them to have discussions. With little expense, it makes the return (much of which may be hard to quantify) easier to demonstrate.

When we broke into roundtables to work on case studies, I was with three consultants so my employer, Mayo Clinic, was the only organization left. So I had the benefit of Kevin Hoffberg, Ginger Conlon and Anne Smith Rainey (from Publicis Modem) giving their advice based on what we’re doing. Kevin is blogging their recommendations for Mayo Clinic, as well as those from the other groups for U.S. Bank, Pfizer and Armstrong.