ACE INSURANCE

Implementing a social intranet in a global organisationBy Robin MooreACE Group Regional Community Manager, Asia Pacific

@RobinChatting

10th Annual Melcrum Summit4 September 2013

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Agenda

ACE and me

Social intranet trends and benefits

ACE Global Village

Activating an employee community

Measuring adoption and impact

Collaboration Girl

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About the ACE Group

The world’s sixth-largest multiline property and casualty insurer, based on market capitalization of USD$30.4 billion (as at 30 July 2013)

ACE Limited, the parent company of the ACE Group, is listed on the New York Stock Exchange and is a component of the S&P 500 index.

Operations in 53 countries

Close to 20,000 employees

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My communications career

4 years with ACE Group as Corporate Communications Manager, Australia & New Zealand

15 months as Community Manager

14 years in communications

Background in journalism

Social business training session in Thailand

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SOCIAL INTRANET TRENDS AND BENEFITS

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Social networking for business“A new class of company is emerging – one that uses collaborative Web 2.0 technologies intensively to connect the internal efforts of employees and to extend the organization's reach to customers, partners, and suppliers. We call this new kind of company the networked enterprise.”

Social technologies are now widely being used by companies across all industries

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Workplace social networking is helping deliver more collaborative work environments

39%increase in employeeconnectedness

30%higheremployeesatisfaction

34%less time to findinformation andexperts

Survey based on 500 executives from 350 companies

Benefits from getting social

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McKinsey reports on benefits of social intranets

"Improved communication and collaboration through social technologies could raise the productivity of interaction workers by 20 to 25 per cent.”

Source: McKinsey Global Institute analysis; International Data Corporation (IDC).

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Social intranet to become primary channel for noticing, deciding or acting on work information

Source: Gartner report Predicts 2013: Social and Collaboration Go Deeper and Wider.

Gartner predicts growth in social

"By 2016, 50% of large organizations will have internal Facebook-like social networks

30% of these will be considered as essential as email/telephones are today.”

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SOCIAL ASPIRATIONS

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ACE Global Village aspirations

Make work more satisfying and productive

Offer easy access to information and resources

Facilitate collaboration, ideas and problem solving

Enable employees to feel more engaged and connected

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18 month adoption curve

Becoming social requires behavioural change

The organisation’s culture evolves and adapts

Greater success in transparent organisations

Average adoption: 18 months

New ways of working

Months: 18141062

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ABOUT ACE GLOBAL VILLAGE

A glimpse into the ACE social intranet

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About ACE Global VillageReplaced old intranet with a Jive poweredsocial intranet

Designed for employee connectivity and communication

Featuring:Traditional intranet content A collaborative social platform

Focusing on:Employee engagement Productivity, knowledge sharing and innovation

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Fast search – rapidly find what you need

Social networking – the best elements of Linkedin, Twitter, Facebook and YouTube

Google translation tool

A social network for employees

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Find information fastJoin groups and collaborateGather feedbackGenerate ideas and vote Find expertsAsk questions and get answersReuse templates and other assetsDiscuss topicsKeep up on issuesSpeed new hire integrationCreate content

Activities on the social intranet

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Fast search

Activity stream: content chosen by you

Create your own content

Training, tips and user support

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Profile pictures

Avatar picture

Bio details and expertise

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Browse places to find groups to join

Groups can be helpful for teams, cross-functional projects or any collaborative activity.

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Conversations between multiple people in group

Option to mark an answer as ‘helpful’ or ‘correct’

Option to easily ‘Like’ someone’s answer or reply

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PROMOTING ADOPTION

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Encouraging employees

Training sessionsTown HallsPostersPhotoboothsCartoonsNewslettersEmail blastsAdvocatesOnline helpLeading by example

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Competitions proved popular

System naming competition

Best profile:• job description• extra profile photo

Easter egg hunt to illustrate search

Snap the train

Entry to the ‘Snap the Train’ competition

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Gamification motivation

Earn points by participating

Gain status levels via long-term use

Points and status levels prominent in profiles and activity streams

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A global conversation about refreshing the ACE brand

More than 5000 employees visited with half participating

Ideas

Photos

Discussions

Value

Using the tool: The Brand Jam

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METRICS AND MEASUREMENT

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Dashboard and data downloads available via Jive Community Manager Reports

Eg. 70,000 content items in the Village

Community Manager Reports

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Reports by region & country

Reports generated with SAP Business Intelligence OnDemand Tool

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New dashboard unlocking the data

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Analytics enabling clear insights

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Key metrics to follow

% of employees using the social intranet

Profile completion

Activity levels

% of employees active, contributing and participating

Growth of content

Questions and answers

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Active, participating or contributing

90-9-1 rule

% of employees:• readers• participants• contributors

Monthly comparisons

Country comparisons

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Measuring impact and value

Surveys

Focus groups

Business wins

Anecdotes

Noteworthy content

Examples of time saved, expenses saved or income earned

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Social intranet strengths

Locating an expert

Putting a face to a name

Locating a template or resource

Reaching a decision with multiple people

Innovating or getting feedback on an idea

Getting an answer when you are not sure who to ask

Examples where ACE Global Village outperforms

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Ways employees described AGV

“Our space to connect, communicate and collaborate.”

“A world of colleagues integrated as one.”

“Connects employees across borders, functions and levels with engaging social tools, enabling cooperation, information flow and results.”

ACE INSURANCE

Implementing a social intranet in a global organisationBy Robin MooreACE Group Regional Community Manager, Asia Pacific

@RobinChatting

10th Annual Melcrum Summit4 September 2013