How Alcatel-Lucent rolled out Social Business Software to connect over 10,000 employees in less than 60 days

to drive innovation, grow revenue, and gain efficiencies

This is a short summary of the webinar I attended on 10/6/10. It describes a set of best practices to implement social business efficiently in a large organization.

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Background on page 2 Making The Decision on page 2 Launch Highlights on page 2 Making It Real on page 3 Adoption & Managing on page 3 Any Organizational Change? on page 3 Other Key Points on page 3 ROI on page 5 Biggest Lessons on page 5

Generated by Jive SBS on 2010-10-07-07:00 1

Key Metrics 31K users (50% of company) 5300 active users/week 2000+ groups 692K page views Generated by Jive SBS on 2010-10-07-07:00 2 . Their initial goal was to break down silos and duplicates in their R&D department. As they went through their analysis of doing this. The soft launch included 250 people and they received feedback from 5-8% of the population. grow revenue. scalability and maintenance hosted on private cloud Launch Highlights They launched on April 9. Microsoft Sharepoint existed but they have a huge non-windows population. 2010. They named their Jive platform Engage.000 employees in less than 60 days to drive innovation. and gain efficiencies Background Alcatel-Lucent has 77K employees and is located in 130 countries around the world. Making The Decision Why Jive? They went through the process of evaluating many platforms and tools. They launched to the rest of the population soon afterwards.How Alcatel-Lucent rolled out Social Business Software to connect over 10. they uncovered that other groups had the same problems. They chose Jive for the following reasons: • • • • • • easy to use available anything/anywhere no training required bridges the external and internal world speed.

a "Get Help Community" and they have a 2525-like support as well. benefits of actively contributing Success stories are captured from these meetings and shared with the rest of the company. tagging. value of filling out their user profile. and gain efficiencies Making It Real Their CEO blogs 1/week and top-level executive support is key. Other Key Points "What's in it for me?" is really the story you have to be able to tell.0 Adoption Council voted that Community Managers are a critical piece of community success. They have a proactive Advocate Program which is an extension of community managers and their goal is to help with the adoption of community related work. Keeping the active users engaged is important. They have events like "Engage Awareness Week" where they meet face-to-face with people and educate people on: • • • • search. Alcatel-Lucent has one full-time enterprise community manager and several community managers for each of the various groups. They have a tiered support layer where with a user support area where they get peer-to-peer help. grow revenue. They have also created a Peer Support Group where users help other users out. They found that middletier managers were the most resistant but they were patient and explained the following benefits: Generated by Jive SBS on 2010-10-07-07:00 3 . Any Organizational Change? Where this type of job resides in the organization is still a challenge to them.How Alcatel-Lucent rolled out Social Business Software to connect over 10.000 employees in less than 60 days to drive innovation. What part of the business should it sit in and the partnership with IT is in constant flux. Adoption & Managing 95% of the members of the 2.

There's constant revisions as ideas get bounced around on how to make Engage a better platform.000 employees in less than 60 days to drive innovation. I didn't know who I was looking for but I knew the subject so I found a group and I posted a question and got an answer immediately. people have a remarkable ability to silo themselves. and gain efficiencies • knowledge retention • benefits of participation • raised awareness to make the company better "How do you restrict communities? And how do you define policy of what's business -vsnon-business?" They created a Success Stories Social Group where employees capture success stories using their Engage platform. Generated by Jive SBS on 2010-10-07-07:00 4 . On-going education is key for new and veteran groups and explaining the new methods of getting work done.How Alcatel-Lucent rolled out Social Business Software to connect over 10. Even with a great collaborative platform. grow revenue.

How Alcatel-Lucent rolled out Social Business Software to connect over 10. They are not trying to replace a content management platform like Sharepoint. Biggest Lessons Collaboration cannot be implemented in a silo. Bridging the outside and the inside. Changing behaviors and understanding what it is they are doing has been a challenge. It's about reaching outside the silo and getting value from unexpected places. Enterprise search Sharepoint integration Difference between collaboration and content management ROI They are now moving from why do this? and why is this valuable? to actually measuring ROI and mapping it to their KPI.000 employees in less than 60 days to drive innovation. grow revenue. People who currently play a particular role but have expertise in that role from 3-4 years ago can answer many of the questions that others have. Activity Stream and how serendipity works on Engage. They are doing a "no man left behind campaign" and they picked a few areas to focus on: • • • • • • • • Tagging. Information explosion and how to dial back the noise and getting what they need. It also helps set expectations on the users. and gain efficiencies Defining what Enage is NOT is also important. Finding experts & profile completion. Helping people to realize that their profile is like their online resume. It's not a natural thing for people to do right now. Generated by Jive SBS on 2010-10-07-07:00 5 .

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