WELCOME TO THE SOCIAL INTRANETWELCOME TO THE SOCIAL INTRANET

WORKERS companies OF THE WORLDWORKERS companies OF THE WORLD

HR IT

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Old Systems in a New WorldOld Systems in a New World

Rather HR and IT solved their own needs. They made work easier for HR content providers, not consumers. They created a “site” to centrally manage information, content and access to tools with the hope that employees and executives would visit and consume all that HR had created (or linked to), then regularly return for more. But during this time, HR and IT failed to anticipate how quickly information would become stale, links would become outdated, and processes would change.

Growing dissatisfaction with corporate intranets led some businesses to revert to the inefficient process of employees directly contacting HR representatives—perpetuating HR’s administrator

role and limiting HR opportunities to provide more strategic value

to the business.

Other companies still maintain their intranets to access certain talent management functions or static workplace information (e.g., opening a job requisition, accessing a performance review system or looking up benefit plan details). However, first-generation sites are doing little to decrease HR burdens and even less to increase the agility of the business.

Some businesses are reluctant to invest more time and others to spend more money on their legacy corporate intranets, what remains of a once-painstaking effort by HR to improve service delivery. Envisioned as a single online destination to meet workforce information, transaction and collaboration needswhile delivering real-time business and talent intelligence to executives, first-generation intranets didn’t fail because they were a bad idea. These intranets failed because HR and IT didn’t create a compelling and valuable user experience.

The reasons behind their decisions are varied.

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The People have SpokenThe People have Spoken

Today’s workforce is demanding a

consumer-grade experience—like they

enjoy in their personal lives—to

access HR services, and bring about new

levels of collaboration using social

and mobile tools in the workplace.

THE REVOLUTIONTHE REVOLUTION

Since the inception of corporate intranets, computing

and personal investment in information technology

has evolved.

p

roc

ess support

collaborationTools

wikis

social networks

blogs

RSS Syndicator

Apps & Widgets

multi-media

socialnetwork analysis

employeeengagement

informallearning

customer engagement

improve time-to-

productivity

speed time-to-marketing

Groups & Forums

RECRUITING

PERFORMANCE MGMT

COMPENSATION MGMT

SUCCESSION PLANNING

LEARNING

RECRUITING

PERFORMANCE MGMT

COMPENSATION MGMT

SUCCESSION PLANNING

LEARNING

With employees now bringing personal expectations of what is most engaging into the workplace, HR and IT are being asked to do more than ever before to drive value. HR responsibilities have grown from process support of key areas such as recruiting, performance management, compensation management, succession planning

and learning to process support, plus functional/technology support and organizational/business support, requiring HR and IT to work harder, smarter and better together to both address and lead the transformation to greater business agility.

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A PORTAL FOR THE PEOPLEA PORTAL FOR THE PEOPLE

While a compelling employee experience is certainly required, an employee portal doesn’t have to be a multimedia extravaganza. It simply needs to serve each individual in a personalized and relevant way—which requires some built-in intelligence. That’s exactly what Virgin America found when it set its sights on providing a new employee experience for its more than 2,500 on-the-go pilots, flight attendants and team members.

Within your organization, HR and IT can team to tailor a next-generation portal for delivering relevant content to specific users and user types. Your portal can contain integrated search functionality, providing instant access to relevant transactional data from across HR and business applications—all with security and role-based permission managed through SSO. This way, when employees, managers or executives log in, the portal recognizes who they are, their role, location and function, which enables each employee to receive a highly personalized, consumer-grade experience—much like he or she is accustomed

to when accessing a personal portal like a retirement planning website or an insurance provider’s policy management page.

For HR, personalization translates into fewer phone calls and emails from individual employees, faster answers to frequently asked questions, and the ability to manage the level, frequency and relevance of information consumed. A more engaging employee portal reduces the cost of HR service delivery while dramatically improving service levels and employee satisfaction. In addition, today’s employee portal technologies ease the burden of content management. They allow HR and other departments to create and curate content with easy-to-use publishing tools, reducing the reliance on IT or outside vendors, which can slow updates and delay access to new applications, functionality and modules. Better content, and faster accessibility is precisely what a global imaging solution manufacturer discovered after transforming its outdated intranet.

Today’s cloud, mobile and social technologies offer ways to expand the delivery of HR information to employees using a set of robust tools that provide anytime, anywhere access to organizational information, knowledge, expertise and tools—all designed with the employee experience in mind. This critical shift in providing a compelling employee experience is allowing portals to have not only a dramatic impact on productivity and efficiency, but employee engagement as well.

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casestudy

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virgin americavirgin america

Virgin America replaced its outdated, unsupported legacy intranet with a new mobile, social intranet that provides a user experience consistent with the company’s cutting-edge, friendly brand. Developed in just 6 weeks, the easy-to-use VX Connect website:

• Promotes cross-company collaboration through embedded Salesforce Chatter and Content

• Provides anytime, anywhere user access through responsive design that enables web pages to recognize a user’s device—whether it’s a PC, tablet or smartphone

• Keeps sensitive information private while simplifying the log-in process with single sign-on (SSO) using the company’s existing SecureAuth SSO system.

How Virgin America Increased Collaboration through

Improved Access

The new Virgin America employee portal has increased an average site visit from 45 seconds to 6 minutes, and the portal has seen more than 50 percent user adoption prior to completing formal user training. Today VX Connect helps more than 2,500 Virgin America employees stay connected with each other and the company as they travel.

average site visit increase from

45secs

6mins

OUR GUIDING PRINCIPLESOUR GUIDING PRINCIPLES

People work with people. The driver for their interaction may be to complete a document, but documents should not be a primary design focus. Connect teams, identify experts and enable employees to easily share their interests. People will self-select into relevant teams.

Identify existing behaviors and create workflows around them. For example, if employees use the existing intranet to place food orders every day, create access points around that behavior to engage in others. Provide critical, but easy-to-use tools for collaboration.

Employees may feel they need permission to post content online in a public workspace. Seed behaviors by engaging employee experts. Use these advocates to post acceptable and useful content online, demonstrating productive decision making. Highlight successes and build on those behaviors. Offer incentives traditionally or through new gamification programs to reward the participation you want.

Think about how your portal can make an employee’s job easier. Make the site both easy to access and use. Help people quickly get to what they need to solve a problem. Provide advocacy and actively promote engagement using the power of crowds to own areas and regularly create new content.

Choose technologies that will evolve with your changing business needs. Treat the “go-live” date of your employee portal as the start of greater business efficiency, not the end of a project.

Because your company is unique, your portal design should be, too. Yet your portal should maintain a clear purpose, have clear ownership, deliver clear value, and reflect continued collaboration between HR and IT.

By following a few simple design principles, an organization can begin to effectively transform an existing, often stale, company intranet into a valuable, personalized portal that employees make a habit of visiting:

1. Focus on people, not documents

2. go to where the people are

3. engage and reward

4. make it a compelling experience

5. adapt and evolve

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The New World OrderThe New World Order

companies with social technology saw these

improvements:

PRODUCTIVITY IMPROVEMENTs

Today’s employee portals are quickly becoming more than simply efficient repositories of content. They are the nerve center of the employee experience—the jumping off point for everything from requesting personal time off, to starting a performance review, to finding an internal expert. They are also the place business leaders can quickly access business and talent metrics and intelligence to support better decision-making.

When properly designed and executed, an employee portal enables HR and IT to be more strategic, improve productivity and increase employee satisfaction. And with the right portal, your company can outmaneuver the competition by more effectively using transformative technologies—cloud, mobile and social—to share knowledge and drive agility.

Untapped annual value that could be unlocked via

internal social technologies is $600-$900 Billion

READING & ANSWERING EMAIL

SEARCHING + GATHERING INFORMATION

COMMUNICATION + COLLABORATING INTERNALLY

ROLe SPECIFIC TASKS

25%–30%

30%–35%

increased employee satisfaction 40%

25%–35%

10%–15%

*According to International Data Corporation (IDC), McKinsey Global Institute analysis.

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About Appirio

Appirio is a global services provider who uses crowdsourcing and cloud, social and mobile technology to help enterprises reimagine their business and become more agile. Appirio brings together technology expertise with a deep understanding of the way people work, and the nearly limitless skills of a crowdsourcing community of 70,000+ developers, to help enterprises transform relationships with their customers, partners and workforce. Appirio has worked with more than 500 enterprises, including organizations like Facebook, Intuit, Japan Post Network, L’Oreal, McGraw-Hill, NetApp, The Four Seasons, and Virgin America. The company is backed by Sequoia Capital, GGV Capital and General Atlantic.

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