Succeed with YammerEncouraging Adoption with Smart Social Governance

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Perficient is a leading information

technology consulting firm serving clients

throughout North America.

We help clients implement business-driven

technology solutions that integrate business

processes, improve worker productivity, increase

customer loyalty and create a more agile enterprise

to better respond to new business opportunities.

ABOUT PERFICIENT

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PERFICIENT PROFILEFounded in 1997

Public, NASDAQ: PRFT

2014 revenue $456 million

Major market locations:

Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago,

Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston,

Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City,

Northern California, Oxford (UK), Southern California, St. Louis,

Toronto

Global delivery centers in China and India

>2,600 colleagues

Dedicated solution practices

~90% repeat business rate

Alliance partnerships with major technology vendors

Multiple vendor/industry technology and growth awards

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INDUSTRIES Healthcare

Financial Services

Life Sciences

Consumer Markets

Automotive & Transportation

High Tech

Telecom

Energy & Utilities

Manufacturing

Media & Entertainment

PORTALPortal Frameworks

SearchSecurityWeb AnalyticsWeb Content Management

Social & CollaborationMobilityExperience Design

INTEGRATIONIntegration Frameworks

Cloud ArchitectureReference Architecture

Application IntegrationEnterprise Application IntegrationService Oriented Architecture

Process & Content IntegrationBusiness Process ManagementComplex Event ProcessingRules Engines

DATA & CONTENTBusiness Analytics

Business IntelligencePredictive AnalyticsReporting

Structured Data ManagementData Integration, Quality & GovernanceEnterprise Data WarehouseMaster Data ManagementProduct & Information Management

Unstructured Data ManagementBig DataContent IntelligenceContent Management

Enterprise Search

CUSTOMER EXPERIENCECustomer 360

Multi Channel EnablementRelationship ManagementSocial Engagement

CommerceMarketing Strategy ImplementationOrder ManagementSupply Chain ManagementService & SupportManaged Hosting

Sales & Service SupportCustomer Service, Sales Force Automation

Experience DesignStrategic Roadmaps & Envision Workshops User Research & Metrics AnalysisCreative & Interaction DesignCustom & Responsive UI Development

Digital MarketingSearch Engine MarketingOnline AdvertisingContent StrategyConversion Optimization

Management Consulting

BUSINESS OPERATIONSCorporate Performance Management

Budgeting, Forecasting & PlanningBusiness Analysis & Predictive Analytics

Enterprise Business SolutionsOracle EBSVertex Tax Solutions

Human Resource SolutionsEmployee Portals Human Resource ManagementTalent Management

Enterprise Social PlatformsSocial StrategyLync Unified CommunicationsOffice 365

Management Consulting

OUR SOLUTIONS PORTFOLIO

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PERFICIENT & MICROSOFT

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SPEAKERS

Joe Crabtree

Sr. Solution Architect

Perficient

Rich Wood

Director, Perficient

• Enterprise technology strategist

and leader of high-performing

technology consulting teams

• Recognized thought leader in

enterprise social networking

and an early champion of the

Yammer platform

• Writes for CMSWire.com

• Presents at regional and

national forums including

SharePoint Conference 2014

• Technical expert in all things

Microsoft Cloud - SharePoint

Online (O365), Yammer, and

Azure

• Works with key accounts as a

lead subject matter expert

• As a Microsoft vTSP, serves as

a resource supporting multiple

Microsoft sales teams

• Frequent contributor to the

Perficient Microsoft blog

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YAMMER SUCCESS WITH PERFICIENT

Perficient helps clients achieve

Yammer success by augmenting the

“social journey” with specific work in

governance, use case definition,

planning for communication and

training activity, and the creation of an

internal change champion network

to foster continued success and self-

sustaining engagement in the

enterprise social arena.

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AGENDA

PHILOSOPHY

WHY you choose your

governance model and HOW that

drives or limits ENGAGEMENT.

INFORMED GOVERNANCE

The CHOICES you make that

DRIVE ADOPTION.

MOBILIZE YOUR NETWORK

Philosophy and configuration meet

REAL, LIVE PEOPLE: Where the

rubber hits the road.

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PHILOSOPHY OF GOVERNANCE

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PHILOSOPHY OF GOVERNANCE

• Your Philosophy of Governance is why and how you will use

enterprise social to solve problems

• Collaboration: Documents vs. People

- Example: Contrasting SharePoint and Yammer

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PHILOSOPHY OF GOVERNANCE

• Your Philosophy of Governance is why and how you will use

enterprise social to solve problems

• Collaboration: Documents vs. People

- Example: Contrasting SharePoint and Yammer

Blatant Twitter Soundbite:

Why you are using #Yammer drives how you

choose to govern it

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SHAREPOINT = DOCUMENT COLLABORATION

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YAMMER = SOCIAL COLLABORATION

Social collaboration is about PEOPLE.

By, for, and about people

– People to people

– People to files

– People to data

– Conversations and collaboration for People

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DIFFERENT PURPOSE = DIFFERENT PHILOSOPHY

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Are you a SharePoint

admin doing Yammer

governance?

Then think upside down.

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DIFFERENT PURPOSE = DIFFERENT PHILOSOPHY

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INFORMED GOVERNANCE

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INFORMED GOVERNANCE

Usage Policies: Encourage Engagement

• The single most important aspect of Yammer governance.

• Always require sign-off for new users, as well as any changes to

the policy.

• Always keep the reminder in the right-hand navigation column.

• Be readable, not scrollable. Never write an iTunes-length

corporate usage policy.

• Refer back to binding agreements, don’t repeat them.

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INFORMED GOVERNANCE

Public and Private Groups: Encourage Sharing

• Use Groups – public and private alike – to address specific

business cases.

• Using SharePoint On-Premises? Embed Groups in SharePoint

Team Sites, Project Sites, and Publishing Sites.

• Use Private Groups only when confidentiality is necessary.

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INFORMED GOVERNANCE

Internally:

• Engage your users but keep them separated from confidential

discussions.

• Use Public Groups wisely to self-police the newsfeed.

Internal vs. External Networks: Know the DifferenceYour colleagues are not your partners– and your partners are not your colleagues

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INFORMED GOVERNANCE

Externally:

• Know your audience and what they want from you.

• Stay on message to remind your partners who you are and why

they’re there with you.

• Always be mindful of NDAs and other legal agreements.

Internal vs. External Networks: Know the DifferenceYour colleagues are not your partners– and your partners are not your colleagues

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INFORMED GOVERNANCE

Analytics: Track, analyze, and use measurable data to

understand and encourage desirable behaviors

• The basic analytics app provides a ground level understanding

of how many users are engaged and what groups are active.

• Third-party software like Lexer goes deeper to identify what

motivates users, what they are saying, where and when they are

saying it… helping YOU meet their needs faster and helping

THEM get more engaged.

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INFORMED GOVERNANCE

Basic Analytics App

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INFORMED GOVERNANCE

Lexer Listen

Yammer

Analytics

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INFORMED GOVERNANCE

Administrators

• SharePoint admins do not always make the best Yammer

admins

• SharePoint admins are too often enforcers; Yammer admins

should be enablers

• It’s less about configuration and more about communication

• Your Yammer admins need to promote collaboration,

connections, and successes

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INFORMED GOVERNANCE

The painless governance plan:

• Should be an outcome of the social strategy

• Start with what you have:

• SharePoint governance plan

• Existing policies for electronic communication

• Then review / amend / extend

• But always remember to think upside down

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MOBILIZE YOUR NETWORK

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NOW WHAT?

Next Steps:So I’ve thought out my Social Strategy and I’ve put

together a Governance Plan. What do I do next?

1. Identify Community Managers

2. Build a team of Champions

3. Engage Executives

4. Grow Your Network

5. Moderate Your Network

6. Engage Your Network

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COMMUNITY MANAGER

a.k.a. Chief Collaboration Officer

• You help people complete non-routine work by de-

emphasizing hierarchy and authority as a means to an

end, and instead emphasizing collaboration.

• You are your network’s gardener. You plant the seeds

with governance and strategy. You nurture the sprouts that

grow.

• You communicate information to, from, and between

members of the community.

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IDENTIFY COMMUNITY MANAGERS

Understands company culture

Is knowledgeable about business initiatives

Establishes network plans & goals

Drives engagement activities

Cultivates a team of champions

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ROLES OF A COMMUNITY MANAGER

• Project Manager

• Spokes-person

• Change Manager

• Thought Leader

Referee

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BUILD A TEAM: YOU CAN’T DO IT ALONE

In order to make Yammer a success, you

need to have a team of people working

with you.

It will require work for you to build a

team of champions, but it’s important to

do this early on.

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A CHAMPION’S PURPOSE

A team of champions serves three key purposes:

1. They are your eyes and ears throughout the network,

letting you know about successes and #YamWins, as well

as objections and why people aren’t using Yammer.

2. They are your worker bees, helping distribute information,

answer questions, and encourage daily Yammer use.

3. They lead by example on Yammer – posting, liking,

commenting

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ENGAGE EXECUTIVES

It can be hard:

• But executive sponsorship and participation is a

critical success factor for your network

• You might not have access to your executives

• Executives who support collaboration and

transparency can lead their organization toward

innovation

• Executive presence on social platforms can help

build their credibility as a leader and connect

with their employees

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BE SPECIFIC WITH “ASKS”

Executives need clear direction, make it easy for them to follow through.

1. Have them explain in email and Yammer why the organization is using Yammer

2. Create and use a Yammer group to communicate with direct reports – you set this up for

them if necessary and add their reports

3. Have them try a “no email day.” Ask them to use only the group, no email, for internal

communications. Next step? “No email week.”

4. Coordinate a YamJam to connect leaders directly to employees

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GROW YOUR NETWORK

Identify Goals

Set expectations for yourself, your

stakeholders, and your network

goals.

Find Opportunities

Understand where opportunities

are for your network to develop as

you move through adoption

stages.

Plan Strategically

Organize training and

engagement activities to keep

your network moving forward.

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MODERATE YOUR NETWORK

Encourage productive

conversations

Your network needs to understand what are –

• Good conversations

• Good replies

• Good content

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MODERATE YOUR NETWORK

Good conversations are composed of multiple, related replies that

yield at least one (1) business outcome.

1. A series of replies involving experts – people who know the answer to a question or have

something to contribute.

2. Learners may consume the conversation as they seek to know more or understand better.

3. We are all experts in some areas and learners in others.

4. Yammer allows employees to demonstrate expertise in ways that are not always related to

their job title.

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MODERATE YOUR NETWORK

Good conversations have a

business outcome

1. Knowledge (brand, product, culture)

2. Skill

3. Customer satisfaction

4. Sales success

5. Relationships

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ENGAGE YOUR NETWORK

YamJam

• Companywide collaborative Q&A session focused

around a specific topic, held on a specific day, and

for a specific period of time on your Yammer

network.

• A fun and effective way to engage employees and

get questions asked & answered transparently.

31 Days of Yammer

• Evolves your community further along its journey

towards working like a network, or re-invigorates a

stalled network.

• Month-long campaign will help to drive engagement,

educate your users, and involves various types of

Yammer activities.

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ENGAGE YOUR NETWORK

Engagement can also happen in small ways by recognizing and rewarding

participants

1. Praise on Yammer – encourage employees to praise a co-worker who

helped them

2. Spotlight in the company newsletter – recognize a Yammer champion often

3. Yammer giveaways – small items like t-shirts, pens, or coffee cups can be

used to entice engagement

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WHAT’S NEXTFollow along:

Twitter.com/Perficient_MSFT

Blogs.perficient.com/microsoft/

Next up: Transforming Business in

a Digital Era with Big Data

and Microsoft

April 2 | 1:00 PM CT

bit.ly/PerficientBI

Microsoft Ignite

May 4-8 | Chicago, IL

Download:

Yammer Governance:

Working like

a (Safer) Network

bit.ly/YamGuide