The rise of the 'social' intranet

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1 The rise of the 'social' intranet using social media to increase knowledge sharing, encourage teamwork and collaboration within and between local authorities Sarah Jennings Digital & Community Engagement 7 October 2014

2 1 6 million knowledge exchanges at your fingertips Knowledge Hub is the place where members exchange knowledge to improve public services and produce social value. It is where ,000 PUBLIC SERVICE PRACTITIONERS GO TO WORK TOGETHER 2014 CapacityGrid Knowledge Hub Limited 2

3 As the UK's largest platform for public service collaboration, Knowledge Hub helps members and communities to freely connect, share knowledge, develop their initiatives and exchange expertise in a secure online environment. Right now over 1,500 groups are working to improve: Social care Health care Environment Flood defence Voluntary services Transport Police & Fire Education Housing Benefits Foster care Community services Digital projects Technology National policy Regional initiatives Who is using Knowledge Hub? Practitioners, elected members, civil servants, researchers, policy makers, suppliers, volunteers and many more CapacityGrid Knowledge Hub Limited 3

4 CapacityGrid Knowledge Hub Limited 4

5 Four enablers of engagement Visible, empowering leadership providing a strong strategic narrative about the organisation, where it s come from and where it s going. Engaging managers who focus their people and give them scope, treat their people as individuals and coach and stretch their people. Organisational integrity the values on the wall are reflected in day to day behaviours. There is no say do gap. Employee voice throughout the organisations, for reinforcing and challenging views, between functions and externally, employees are seen as central to the solution CapacityGrid Knowledge Hub Limited Reference: Engage for Success 5

6 How do you make an intranet social? 1 Traditional 2 Social 3 Enterprise intranet Central 'hub' of where employees can access company news, information, policies and documents. intranet The above plus the latest social communication tools. social network All the above plus productivity tools such as mobile and tablet apps, workspaces, knowledge management applications, task management features, calendar and event integrations etc etc 2014 CapacityGrid Knowledge Hub Limited 6

7 In a nutshell Reference: CapacityGrid Knowledge Hub Limited 7

8 Why go social? 2014 CapacityGrid Knowledge Hub Limited 8

9 Case study: Southeastern Thanks to Andy Bindon, Human Resources 2014 CapacityGrid Knowledge Hub Limited Director at Southeastern 9

10 Drivers engagement programme linked to: 1 Launch 2 Role of the UK s first high speed service services would play at London 2012 Olympics and Paralympics 2014 CapacityGrid Knowledge Hub Limited 10

11 Involved employees 1 Developed 2 Established 3 Improved a strategic narrative around the new vision and objectives staff focus groups and devolved running of employee recognition scheme people management skills of leaders and managers 2014 CapacityGrid Knowledge Hub Limited 11

12 Saw improvements in key business areas but only 15% of employees were involved. How could productivity be enhanced (and quickly) across the rest of the organisation? Could social media hold the key for harnessing technology and accelerating momentum? 2014 CapacityGrid Knowledge Hub Limited 12

13 The trial 1 Selected 2 Useful 3 Self a social platform Ran alongside traditional intranet. Included tools similar to Twitter, Wikipedia and Facebook. Branded it Workmate. information and tools Uploaded key company information and included tools that would help people do their jobs better. regulation People could use it as they wanted - have conversations, ask questions, express opinions, set up private groups CapacityGrid Knowledge Hub Limited 13

14 The results within a year 80% of employees registered with 2,200 visiting each week and about 500 posting Approx. 60 business questions are asked every week. Nearly 90,000 conversations had taken place 160 active private groups (about 65% are work related, the rest are social) Created a new set of company values and produced a 'values in 60 seconds' video which has had over 6,000 views Used for pulse surveys, more work tools and toolkits added (including a employee engagement toolkit, launched in July 2013, was accessed over 2,500 times in the first three months) In the initial three month trial, the static intranet had 550 visits (about the norm) whereas WorkMate had over 52,000! 2014 CapacityGrid Knowledge Hub Limited 14

15 How could social work in local government? 2014 CapacityGrid Knowledge Hub Limited 15

16 The need to innovate is the driver Local government is full of bright ideas, but there is often a gap between these ideas and their implementation CapacityGrid Knowledge Hub Limited 16

17 Fostering innovation Clarity of strategy ensure staff understand the strategic direction, priorities and values of the organisation. Involve them in developing the strategic narrative. Build and share capability and capacity provide a range of learning opportunities, tools and practical advice for staff. Recognise, encourage and develop talent. Consider how you might borrow talent in from other councils and partners as needed. Experiment with ideas empower staff to generate ideas relating to the issues that have been identified as priorities, and permit them to experiment and fail! Different people at different times each step may require a different set of attitudes, mind-sets and roles. Different people may need to be involved at different stages. The person who generates the initial idea may not be the most appropriate people for follow-though. Reference: Accelerating Innovation in Local 2014 CapacityGrid Knowledge Hub Limited Government Research Project (Joan Munro) 17

18 How can local government use social to harness innovation and assets; and develop people and knowledge supplemented by external expertise and skills when needed and learn directly from others about what works and what doesn t? 2014 CapacityGrid Knowledge Hub Limited 18

19 Trusted spaces Social media Extranet WWW Intranet Employees Partners Professional networks Stop working in silos: Embrace the mega enterprise social network 2014 CapacityGrid Knowledge Hub Limited 19

20 So, at camp Khub, we wanted to make the theory a reality, reuse what we had (not reinvent the wheel) and involve our community. We had an idea CapacityGrid Knowledge Hub Limited 20

21 Could we use the Knowledge Hub to turn a social intranet into an enterprise social network? i.e. combine social media with productivity and knowledge management tools discussion forums, wikis, ideas factory, workspaces, document management, events/calendars, blogs Answer: Not sure yet but that s why we re co-creating one with councils to test out the theory CapacityGrid Knowledge Hub Limited 21

22 2014 CapacityGrid Knowledge Hub Limited 22

23 Join the social experiment: CapacityGrid Knowledge Hub Limited 23

24 Tips and hints Employee engagement and social intranets go hand in hand Uptake will be much improved if it's part of wider organisational change programme. Get advocacy Select people from across the organisation (including the leadership team) to act as community managers to encourage colleagues to join in and contribute.. Not everyone s on Twitter and Facebook Like any new way of working, ensure staff are comfortable and adequately trained in how to use the tools (and why) without turning it into an instruction manual. Culture change If you don't already have a culture of knowledge sharing and collaboration, a set social media tools won't solve this. Openly discuss existing barriers with staff, and address these as part of the project. Draw up rules for engagement Agree levels of moderation and monitoring, but don't make them too prescriptive. Include a space that invites feedback from staff - and ensure you respond and act on suggestions! 2014 CapacityGrid Knowledge Hub Limited 24

25 And remember It s about people and culture, not simply technology 2014 CapacityGrid Knowledge Hub Limited 25

26 Contact Find out more khub.net Where you go to work together Copyright 2014 Capacitygrid Knowledge Hub Limited. All rights reserved.

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