Uploaded byPablo Peris
Social Journey: Lessons Learnt Implementing Yammer
The document outlines lessons learned from implementing Yammer as part of a social journey by project manager Pablo Peris. It emphasizes the importance of effective community management, executive support, and developing clear use cases for success, alongside a structured roll-out plan. Key takeaways include the necessity of addressing user engagement, integration with existing platforms, and understanding the cultural shift required for successful adoption.
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Social Journey: Lessons Learnt Implementing Yammer
- 1. Social Journey: LessonsLearnt Implementing Yammer Pablo Peris Project Manager Raona @PabloPeris Pablo.Peris@raona.com
- 2. Who am I? Iam a Spaniard living between London and Barcelona since 2010. I am a Project Manager and a specialist in SharePoint. I work for a Microsoft Partner ( ) with offices in London.
- 3. Why Am Ihere? SPSUK Attendee for the last three years… My time to return something to this community. A lot of Intranets built but… Involved in our first ‘midsize’ implementation earlier this year It was fun, but not really straightforward I wish I could have seen this presentation last year… We know a lot about how good is but we don’t really know how to make it work. A lot of theory but a lack of shared experiences… Yes, is a great source of info but sometimes not enough.
- 4. What Am IGoing to Speak About? Part 1: Social Journey What is it exactly? 7 slides crash course Where do we start from? Methodology and Documentation Part 2: Implementing Yammer What was supposed to happen – Workshops and Project Plan What actually happened – Reality bites and Technology Barriers Part 3: Lessons Learnt for Future Projects Conclusions and Takeaways 20´ 30´ 10´
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- 6. crash course Social Journey– What is this?
- 7. Our Methodology- ASocial Journey Focused Systematic Proven Iterative
- 8. Brainstorm the possibilities within yourcompany, and outline your organization’s high- level goals and objectives in particular. Target and prioritize opportunities for business value to support your overarching vision and goal. Put your prioritized social initiatives into practice. Outline a plan for adoption and engagement. This phase is about executing on your plan and bringing your network to life, through a network launch, engagement activities, and community management. Achieve real business relevance by measuring your success qualitatively and quantitatively. Use engagement data to support your findings.
- 9. Do you havethe right factors for success? Effective Community Management Are the right people involved? Executive Support & Participation Will this be an official channel for collaboration? Communication & Training What do you want from your network, and how it should be used? Integrations Is Yammer connected to your current platforms?
- 10. % of engaged users Yammer beginsto spread virally People leave (no value) TimeSoft Launch Hard Launch Without adequate training, community Management, & Business value Why are Use Cases so Important?
- 11. % of engaged users Supported w/Training and Community Management Without adequate training and community Management Formal launch Yammer begins to spread virally People leave (no value) Identify and develop use cases TimeSoft Launch Hard Launch Why are Use Cases so Important?
- 12. Use Case Attributes A“Use Case” is simply a defined way of using Yammer to accomplish a goal or complete a task. Define the use cases broadly enough to support the larger goals. Define the use cases granularly enough to show direct impact on specific groups. Attributes Low Barrier • Business processes that do not need highly specialized workflow tools. • Business processes that rely on colleagues co- collaborating. Part of the Workflow • Part of regular activity • It is where the work, communication, and decisions around the work happens. Visibly Demonstrable • Work is transparent to many and enticing to emulate. • Involves enough people to demonstrate meaningful exchange of information. Engaged and Committed • Commitment from leaders, use case leaders, and business users to participate.
- 13. Use Case Example: Sharemarket intelligence Description The sales team needs to capture and share market intelligence with the rest of the organisation, often in the form of photos, relating to clients and competitors (new products, marketing material, points of sale, etc.). Current situation The process is overly long and complicated, meaning that not enough market intelligence is shared. The area of the intranet designed to host this type of information is rarely visited by the rest of users and cannot be accessed from mobile devices. Solution Take photos with mobile devices and upload them to Yammer to the ‘market intelligence’ community in less than 30 seconds. Advantages • More information about the market and competitors • Comments and feedback • Easy to find • Easy to upload and view information from mobile devices. Success metrics • # of people who have uploaded information • # of photos uploaded compared to current number • # conversations generated within the community • User surveys Person responsible & timescale • Sales Director • Launch on 30 May Marketing & Sales Department
- 14. • Employee Connections •Culture Initiatives • Sharing Industry Articles & News • Replace Meetings • Team & Department FAQs • Employee Recognition • Any business-related function or task done more efficiently • Co-creating content • Sharing best practices & lessons learned Use Cases Spectrum Examples
- 17. Methodology and Implementation WhereTo Start?
- 20. Find the rightdocuments and templates for your specific scenario. Ask in YCN in case of doubts…
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- 22. Project Team 3 Peoplefrom Internal Communications Team Consultant IT Support Representative Yammer Support
- 24. Key User Yammer andProject Intro Use Cases Discovery Map to value Choose Use Cases Why do we need to implement Yammer? How does it help the company vision and strategy? How is Yammer going to transform the way we work? How will we know if it really works? What is the real benefit to me and to the company?
- 25. USE CASE: Owner: TARGETTEAM: 2. OBJECTIVES 4. STEPS IN YAMMER3. SUCCESS CRITERIA PHASE: 1. CURRENT CHALLENGE
- 26. Map to Value EASEOF IMPLEMENTATION4. AVOID STRATEGICALIGNMENT 2. QUICK WINS 1. INITIAL SUCCESSES3. BUSINESS TRANSFORMATION
- 28. Month 1 Month2 Yammer Committee Use Cases IT & Social Governance Training and Communication Plan Key Users FullLaunch Three Month Roll-Out Plan Define Vision and Pilot Groups Groups creation, invitations and communication to Pilot users Presentation to Groups Terms & conditions Feedback, survey and review of first results Training Communication during the Worldwide Event Yammer Activation & Technical Enablement User Activation Entire Company Communication Campaign Social Governance & Policy with Steering Committee New use cases Design + Naming Integration with the Intranet and Newsletter Integration and SSO Define future groups and implementation plan Presentation to CEO and board members Naming User Activation for Pilot Members Month 3
- 29. CRISIS: Users withoutAD account and SSO errors
- 30. CRISIS: Users withoutAD account and SSO errors
- 33. Yammer Committee Use Cases IT &Social Governance Training and Communication Plan Key Users FullLaunch Three Month Roll-Out Plan Define Vision and Pilot Groups Groups creation, invitations and communication to Pilot users Presentation to Groups Terms & conditions Feedback, survey and review of first results Training to BP and CI Communication during the Worldwide Event Yammer Activation & Technical Enablement User Activation Entire Company Communication Campaign Social Governance & Policy with Steering Committee New use cases Design + Naming Integration with the Intranet and Newsletter Integration and SSO Define future groups and implementation plan Presentation to CEO and board members Naming User Activation for Pilot Members
- 35. Management Worldwide EventPlan Event agenda and directions. Rules of Use and basic manual First Challenge: What would you ask the presenters? Second Challenge: What would you do in 2015 if you were the CEO? Live coverage of talks and presentations: videos, notes, pictures, etc. Group Activities: Colleagues inform each other on what they are doing Praise with feedback to those with special initiatives or ideas Publishing all presentations and videos only in Yammer Publishing comments and feedback for next year DURING BEFORE AFTER
- 36. Great Success! Whydid it work? Content available only in Yammer Well defined Communication Plan Onsite IT Support Summaries for all the important talks posted as notes in Yammer Pictures and real time info posted by the Internal Comms. Team CEO posted his replies to: What would you do if you were me? Most of the managers requested their own groups Videos and summaries were published also through Yammer Fun and laughs with ‘party pictures’ and ‘out-takes’
- 37. Some ‘minor’ glitches Howto achieve ‘Zero Email Notifications’ by default? How to force the announcements to be pinned to the top?
- 38. Warning: Mobile versionsrestrictions No access to files - Who ‘liked’ the post is not visible - Clumsy interface - Access to groups
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- 40. All documentation wasright Follow Yammer Advice. Join YCN. Use Office365 support. Read the documentation available. It’s 80% culture change, 20% Technology. Don’t underestimate technology Understand your users and devices. Plan in advance: SSO, provisioning, integration, policies, etc. Set-up expectation: Announcements, branding, naming, login. Factors for a successful journey Vision, Sponsorship, Integration and Community Management. Start small. Green Dots Approach. Focus on initiatives people really care about. Learnt For Future Projects
- 42. Thank You toOur Sponsors!
Editor's Notes
- #9 There are four factors which are consistently seen in our customers who are successful with social: Clarify vision for social Supports core company value Articulate to employees Define success metrics up front Sponsorship and participation Identify champions and Internal influencers (exec to ground level) Drive Adoption and momentum Integration Integrate across business sources of business data - across different applications Integrate into daily internal processes Community Management Appoint community managers -Drive engagement Use Cases / Best Practice – Promote and inspire Analyze and adjust strategy
- #16 Success with Enterprise Social is different than traditional technology deployments. With Yammer, success is not determined by the actual implementation of the tool, but through employee adoption and engagement. You’ve got to make sure the technology is in place, supported by IT, reliable, and able to connect with your other systems. But, this is a very small part of the bigger picture. The real effort should focus on helping people understand how Enterprise Social works, how they can apply it to their jobs, and why they should change the way they currently operate. It isn't the features of Yammer that generate significant business value, but rather the way individuals use them to get work done. If you only focus on the technology, and you do not provide the right conditions to make this successful by helping people think and work differently, you will not see the benefits of Enterprise Social. Therefore, deployment aspects such as change management, executive buy-in and others become even more important in making Enterprise Social a success story, and need to be thought through and carefully implemented.
- #17 If you have an exec audience, and there is time, you can include slides from the Executive Toolkit - https://success.yammer.com/training/training-resources/executives/ There are four factors which are consistently seen in our customers who are successful with social: Clarify vision for social Supports core company value Articulate to employees Define success metrics up front Sponsorship and participation (TALK ABOUT A FOLLOW-UP SESSION TO TRAIN ON THIS) Identify champions and Internal influencers (exec to ground level) Drive Adoption and momentum Integration Integrate across business sources of business data - across different applications Integrate into daily internal processes Community Management Appoint community managers -Drive engagement Use Cases / Best Practice – Promote and inspire Analyze and adjust strategy
- #28 Even from a conceptual level it’s easy to see the benefits that social will bring to employees, partners, and customers. The best social interactions start to feel natural and not at all complicated(even if they are) – and they can have a big impact on helping us to get work done. This impact will transform how we get our work done. Green dot (active supporters) and yellow dot (wait and see) leaders meeting up – DON’T WORRY ABOUT THE RED DOTS