The Yammer Roadmap in an Office 365 World… with Pavan Tapadia and Lindsay Matthews from the Yammer Product team

There have been a lot of questions recently about the future of Yammer.  With further integration of Yammer into the Office 365 platform, cialis and what on the surface look like competing features like Office 365 groups emerging… it is difficult to understand where Yammer fits.

Well… in this episode we thought we would go straight to the source to get an answer.  Pavan Tapadia is the Chief Product Officer for Yammer, sovaldi and Lindsay Matthews is the Yammer Product Manager in the UK. Earlier this week we had the opportunity to talk to them both all the way from Yammer HQ in San Francisco. We talked roadmap…. compete and how Yammer is positioned vs Slack, Facebook for Work and other emerging players… and finally asked a few curly questions from the Office 365 community as well (like when will we be able edit posts PAVAN!!!????) 🙂

This is probably one of the most information / value rich episodes of The Yaminade for anyone wanting to understand what the identity of Yammer is moving forward as it continues to find its place in the Office 365 world.

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Thanks to harmon.ie for sponsoring this episode of The Yaminade!

Episode 15: Behind the scenes of the largest Yammer network in the world with Chris Slemp from Microsoft IT

A few weeks ago I had the great pleasure of speaking with Chris Slemp (@cslemp) – Mr Social from Microsoft’s own IT department – Microsoft IT.  Chris has been with Microsoft for over 15 yearse, and shared with me some war stories of how social collaboration started internally at Microsoft; how it changed when the company purchased Yammer, and what the future holds for internal social platforms.  In particular he talks about a number of interesting projects were they are looking to make the digital workplace / intranet experience as relevant as possible to individuals in the organisation – using metrics, data and analytics to make it happen.

During the episode we talk Chris’s Medium post “Which Tool When, v3.0” which I highly recommend you take the time to read.

For those of you attending the Microsoft Ignite conference in Chicago make sure you get along to his sessions – The “Microsoft Enterprise Social Journey:  How We Did It“, and “Is Your Culture on a Collision Course with Open Collaboration?”

Thank you for the support of our sponsors tyGraph who have helped us cover the cost of bringing this podcast to you!  Support the organisations that support The Yaminade – and try tyGraph on your Yammer network today to surface metrics with meaning!

Episode 12: Using a framework to guide your enterprise social efforts with Scott Ward from Digital Infusions

Ever wished there was a simple framework you could use to guide your tactics when building a community on a enterprise social tool like Yammer?  After conducting research at Sydney University into building communities on social media, cheap Scott Ward (@wardsco) decided to build that framework – BITIL.

BITIL brings simplicity, seek structure and focus to social media undertakings that can be used to measure and assess the activity and quality of communities; build strategies and drive community engagement toward specific business objectives.

Built from years of experience, sovaldi experimentation and research the BITIL Framework is founded on the five key elements and over two-hundred and seventy sub-indicators common to high performing social media communities.

Scott founded Digital Infusions in 2011, and now works with Governments and Large Corporates across Australia to help them unlock the value of Enterprise Social.

We recorded this conversation in a VERY noisy cafe whilst Scott was visiting Brisbane – apologies for the background noise.  Considering how noisy it was when our impromptu podcast recording occurred, it is a reasonably clear episode.

Episode 6: Executive Engagement in Enterprise Social Networks / Work out Loud Week with Simon Terry

This week I had the pleasure of speaking with one of the world’s leading minds when it comes to how working like a network can drive real business performance for organisations large and small – Simon Terry.  Simon is currently a consulting working with organisations around the world grapple with digital technologies and disruption – but previously he was the CEO of one of National Australia Bank’s businesses – HICAPS.

In this episode Simon shares his thoughts regarding how executives and their management teams can use enterprise social tools like Yammer to increase employee engagement, and ultimately drive real strategic outcomes.

For the second half of the episode we discuss the upcoming Work Out Loud week from 17 November.

 

Resources from this week’s episode of The Yaminade:

Read more of Simon’s work including his posts on accountability in networks

Other great people mentioned during this episode and their content:

John Stepper@johnstepper

 

Harold Jarche@jarche

Bryce Williams@thebryceswrite

Jane Bozarth@janebozarth

Johnathon Anthony@thismuchweknow

Austen Hunter@austenhunter

Luis Suarez – @elsua

Eric Kraus@erickraus

Transcript of Episode 6 of The Yaminade

Paul: Hi everyone and welcome to this week’s episode of The Yaminade. My name is Paul Woods and I had the great pleasure of talking to a digital transformation innovation and leadership expert. A lot of people in Australia know this man and his baked goods as well. Please welcome Simon Terry to The Yaminade.

Simon: Thanks Paul, it’s great to be here and I love the baked goods reference!

Paul: You make my mouth water every night when I see a fruit loaf being posted on Twitter! Follow Simon on Twitter @simongterry and you can follow the baked goods’ story. But that’s not why I invited him here today. First of all, he is one of the few people I’ve sat down with over the years and I’d rate our conversations as one of the top three lunchtime conversations I’ve had in my lifetime around business, performance and things within the Yammer community that we like to talk about such as working out loud, working as a network, etc. Hopefully the conversation we’ll have today will reflect the one we had a long time ago in Melbourne and give you some insight into the way Simon thinks about these things. Secondly, he’s had some good experience in lots of organisations including National Australia Bank (NAB) here in Australia and he was a CEO for one particular part of that which was HICAPS and I’ll get Simon to explain a bit more about that in a second. Finally for the last half of this podcast we’ll talk about something called working out loud and Work Out Loud Week which Simon has lots of great things to say about that. Simon, would you like to share your time at NAB and Yammer story as an executive at HICAPS?

Simon: Thanks Paul, it’s great to be on the show and thanks for setting the bar so high in terms of this conversation. I was an executive at NAB for over twelve years and experienced a variety of roles within that organisation. About half way through my journey at NAB, they began to use Yammer. Like many organisations back then, it started in the organisation virally. One of the things I first noticed and experienced at the time was that it was a great opportunity to create new conversations that cult through silos and connect through the organisation and enabled people to share information and connect in a really rich way. What was also evident at that time is that it had begun virally, it was unofficial. There was a real need for some leadership support, connection and sponsorship. Gradually, through a variety of roles that I had within the organisation, I got drawn into sponsoring unofficially and help shape the community with a community of champions, it wasn’t just me, I was just one we realised there was this fantastic leadership opportunity. I was CEO of the HICAPS business. HICAPS is a health insurance claiming business owned by NAB. It has a fantastic position in the Australian market, but it’s a small, standalone business in a very large financial services group. I had some fascinating insights of how Yammer could help a small business like that. To give you an example, many people didn’t know that NAB owned HICAPS as it is very separate, it has its own location and premises. The opportunity to use Yammer to work out loud and tell my story of running the HICAPS business and connect the rest of the NAB organisation to a successful business that they ran and to leverage the rest of the organisation to address the challenges of HICAPS: being able to get technology expertise from our Yammer network to talk about problems we had within HICAPS, or in one particular situation we had an outage in the HICAPS business. In that situation, NAB branches would often get queries from customers about HICAPS, but they weren’t used to finding information as it wasn’t on the radar for branch staff, so Yammer offered this fantastic opportunity where I, as CEO, was able to work out loud through the incident as it occurred, explaining to everyone on Yammer what we were trying to fix and how long the system would take. That was a great thing to be able to communicate all of that to customers of NABS and HICAPS. That opportunity really pulled me into the power and passion of enterprise social solutions like Yammer. Now I spent my time helping organisations to leverage enterprise social and collaboration and also thinking about how leadership has to change in this new era where the enterprise is much more networked.

Paul: Absolutely. That’s a great story and outcome about the power of a well-managed, well-engaged network on a community such as Yammer. How did the Yammer champions get your attention, to formally get you engaged?

Simon: For me it was driven out of my understanding of NAB’s strategic objectives and particularly among those objectives, its cultural transformation objectives. With a good understanding of the group’s strategy and what the group wanted to achieve as we moved forward, you look at what’s going on in Yammer and see positive outcomes towards group strategy. You saw frontline customer staff raising problems they had and asking Head Office to fix them. You saw people getting better information on the strategy and asking questions and clarifying what the strategic intent of the organisation was.  You saw people innovating together, actually getting together and saying “hey, I’m really interested in this new technology, how can we use it in the organisation?” and these really passionate and engaged threads where individuals who really believed in the potential of a particular piece of technology came together with people who’ve had the opportunity to apply it. I think the other thing which can’t be ignored is that all of this is visible, it’s all public.

All of this was going on in the organisation but they’re hidden. As you know being an executive, that the first thing is to have a sense of what you can see in the organisation before you can even start to make changes. That ability to see what was going on and to realise, as an executive, I could join those conversations and make a significant effort to help people. It wasn’t about making orders or telling people what to do. In most cases it was about me bringing my network to individuals who were really keen to make change. But  I, as an executive higher up the hierarchy, was able to get them leverage and the ability to do that and make simple gestures to enable people as I knew they had those problems, that showed me there was massive strategic value in a tool like Yammer. So we, very quickly in NAB developed two themes on our Yammer network.

One was around what we could do to foster collaboration for the purposes of innovation and the other was to share the type of leadership we wanted to grow in the organisation. Those two things set us up very well for the future development of the organisation. Out of those two things sprung focuses on things like Lean and continuous improvement and process improvement, customer experience design. When you get into those areas, the strategic value of collaboration and enterprise social networking becomes clear pretty quickly. For me it was initially about the potential and what we thought we could achieve. Because it was very business focus, it wasn’t a coms strategy issue or an engagement issue, it was very much around “hey we can use this to get stuff done that we can’t do”.

Paul: Yeah, absolutely. Did you have any backlash from your peers within the organisation? People like running other businesses within NAB, or was everyone on the same page, let loose, go for it?

Simon: Backlash is probably too extreme. Bemusement is probably a better word. Lots of the leaders at NAB understood the strategic rationale therefore I can honestly say most people were incredibly supportive. The bemusement came amount because:

  1. How do you find time to do it? I’m a busy senior executive, too busy to check my email, how do you find time to spend on Yammer?
  2. I’m not familiar with it, why would it make sense? Isn’t it a distraction from your daily business?

I saw it as a fantastic way to run my business more efficiently and a great way to connect with people that would help my business so I wasn’t in the realm that I thought it was costing my business and I didn’t get a huge return

Paul: Yeah, the time you’re spending –

Simon: – My email dropped. Because the HICAPS business wasn’t very well known in NAB, one of the things that became an accidental side product of the CEO of HICAPS’ role, was that was the job everyone could find if they wanted to ask a question of HICAPS. What my inbox was full of was people who wanted to ask questions of my team but routed them through me. Once I started using Yammer, people posted to Yammer as they knew it was somewhere I was always available. My team realised that if that question was related to them, it was probably a good idea that they answer it directly. What I discovered was that those questions had been posted in Yammer and answered by team members of mine and I didn’t even need to deal with them. So you started to see people realise that there was a better way of getting problems solved, getting communicated and every one of those answers became public, became searchable and people said “I always wanted to know how you did that”. A lot of those opportunities increased influence and productivity. As you know, I was the Senior Executive and it influences your commodity of trade. As you know, it’s far easier to build your influence through Yammer than something like email.

Paul: I’ve been following a number of your posts on your Tumblr feed around accountability and what we talk about with executives around “how do we hold people accountable when everyone is  there’s no clear hierarchy of a reporting line?” Maybe spend a little bit of time talking about the content you have been writing about accountability… I think that’s really valuable in the context of what we’re talking about here

Simon: I think the key to the points I have been exploring on my blog are that when you start to think about what accountability means… we have a traditional view of what accountability means in a hierarchy which is when other people use their hierarchical power to hold me to account. We actually know that that’s not a particularly effective form of accountability because it relies on the people in that hierarchy to know what’s going on, following through on their threats of negative penalties and as we all know in hierarchies there are all forms of ducking and diving and weaving on accountability. Often, the accountability is only one way, from the top to the bottom. There’s no accountability back up from bottom to top because senior executives are held accountable by boards and shareholders and they are often remote don’t understand the particular issues that the organisation would like the executives to be accountable for. What I think is interesting is when you change the frame and say “what does accountability look like in a network?” and that’s if you don’t hold up to your integrity, commitment and promises you’ve made in the network, you’ll find yourself losing trust. As you lose trust, you lose influence. As you lose influence, networks will route around you and stop dealing with you and deal with others instead to get things done. That concept of the network thinking who they can rely on to get things done works both ways and enables people to get stuff done without enforcement processes.  It’s a natural process of “I don’t like that person, I’ll follow someone else”. That mindset of a very agile network of accountability is really at the heart of what responsive organisations is all about

Paul: It’s not just a Yammer natural selection, it also applies in the physical world just as equally as in the digital world

Simon: Yeah, this is a social process. One of the things I love about social business is that it forces us to rethink management in terms of how humans behave. We already naturally avoid people we can’t trust and spend time with people we can trust. Trust is the most sophisticated algorithm that is built into the human brain. We can manage really complex trust relationships with hundreds of people and know who we will work with and who we won’t, we make judgements quickly and evolve those judgements as new things occur. Being able to leverage that, rather than fixed, arbitrary hierarchies and processes. One of the things that happens in hierarchies is that it’s ok to let down other silos, you just never let down your own because you’ll be held accountable by your own, but your own may not hold you to account for how you’ve let down silos. That creates terrible dynamics within an organisation but when you’re talking about a network, when you’re working with these people consistently, you don’t let them down because you’ve got to maintain a relationship with trust.

Paul: I can’t think of an organisation where that isn’t an issue. As soon as you’ve got more than two teams it becomes an issue

Simon: Because we are humans who value relationships, what you create immediately when you talk about trust, is a personal accountability. That’s not something that is imposed, it’s coming out of me, I want to be that person in the relationship and I have to live up to that. I think creating a personal level of accountability is much more powerful than anything externally imposed.

Paul: I think accountability in management in general is one of those things that as a manager myself and you being an executive that we try to align the business strategy and make sure people get done what needs to get done. It’s great to see some of that thinking coming through. Let’s switch tact a little bit, moving from your work at HICAPS to what you do today. Let’s talk about working out loud and Work Out Loud week which is coming up soon. Just a quick definition of what that is and where it’s come from?

Simon: Sure! The most common definition of Working Out Loud was originally proposed by Bryce WIliams who is from Eli Lilly. He’s involved with a lot of their content management, making your work visible, plus narrating your work. Talking about the process of working out loud and helping others engage and learn from your work. The really powerful about Working Out Loud, is that people think you’re bragging out loud and that it’s a process of describing about all the great things you’re working on. Working Out Loud isn’t talking about outcomes, it’s actually a practice of talking about what you’re doing now. It’s to describe uncompleted work and the process you’re going on with, a couple of things become possible. Firstly, other people might know how to help you complete that work. Secondly, people might have ways to tell you that you’re going wrong, or ways to help you work faster. But if you’re making your work transparent, other people can benefit from it and apply it. I’ve really got more and more into the practice of Working Out Loud. I’ve found an increase in my personal productivity because the more I share what I’m working on and thinking about, the more I discover great inputs coming back, great suggestions of ideas and people who want to work with me on particular topics, who are inspired by particular ideas or people who tell me I’m wrong and suggest a better direction to go. I think that’s a valuable piece of work.

To give you an example, the IP I had about what makes a Yammer network successful. I was finding that very hard, doing it on my own as a consultant, so what I did was Work Out Loud with a few individuals I knew and respected. I was putting all my IP out on the table everything out on the table for people to do what they thought with it. What I found was incredibly powerful. Everyone respected the fact that I was prepared to share stuff that wasn’t quite right and still needed developed. I got amazing feedback in the ideas people gave me that I would never have thought about in relation to that work. They started to create opportunities for me to use it and say “oh you should see this work that’s being developed by Simon, you should really have a chat to him about it” and they’d make introductions for me or help me grow the work in particular ways or make suggestions as to how I could use it.

Paul: So you not only have fast feedback that helps with the development of those ideas in getting them conceptualised and onto paper but they also help you share that knowledge more effectively also  because they connected you to people within their network.

Simon: Exactly. Because they had seen things in places which we had built together, they had more trust in these ideas and to stand and advocate them to others. Fantastic opportunities… I use this model to create value in these networks. You need to think about connecting people, sharing information, solving problems and then innovating together. It’s a bit of a maturity curve across those four steps. A fantastic thing I’ve found is that Working Out Loud is a fundamental accelerant across those four stages. It starts to accelerate the process of creating value in these networks because the more you surface work, the more easily you can make sure workers align to the strategic outcomes that they should be aligned to. You remove duplication: in any large organisation, there are at least two people working on the same thing and you don’t know it until they start to work out loud, or at least one of them works out loud and the other says “hey, I’ve already done that”. I think those kinds of opportunities come when people are more transparent. But at a personal level, the learning opportunities of Working Out Loud are phenomenal: changing your mind-set.

One of the things my blog has become is a process of personal management out loud. You mentioned my accountability posts before, that was me trying to work through what accountability meant on the blog, with the danger of people who knew better could tell me I was wrong but they could come in and tell me what other things I needed to consider as part of that process.

Paul: That’s a good problem to have, if people are coming in and telling you how to improve what you’re thinking about. I wouldn’t say that was a danger, I’d say that was one of the best opportunities of working out loud, getting that fast feedback, even if you’re completely on the wrong track, it enables you to get back on the straight and narrow and explore what you’re exploring.

Simon: I agree, Paul. But the way we traditionally think in management is the danger. Being found wrong is a danger, whereas you and I know that fast feedback and getting on with highly-productive work rather than grinding away at things that are no longer going to help you is a significant advantage.

Paul: It’s almost an idea of saving face, about people who are trying to save face and be correct all the time, when the ultimate way to save face is just to get better outcomes

Simon: Yeah, I’d much rather be judged on my outcomes than the process.

Paul: Absolutely. So Working Out Loud week is coming up soon and we’re recording this on 4th November which is Melbourne Cup Day. Just to say it’s a public holiday where Simon is, so I appreciate taking time off on your holiday to chat to me. Working Out Loud week is coming up in the middle of November, would you like to give me an overview about what it is, what are the goals of the week and how can participate in Work Out Loud week?

Simon: There are a number of people around the world who are big fans of working out loud and related practices like sharing your work. They believe strongly in the idea that this is beneficial to everyone in the way they work. What Working Out Loud week is, is an opportunity so celebrate that practice out loud and give people who might be new to Working Out Loud the opportunity to try for a short period of time. A week isn’t too long out of your life to give a try to a new practice. The reason we don’t have Working Out Loud day is that we think it’s a habit and we encourage people to put a bit of effort into it over a consistent period of time. The more you try it, the more benefits you realise. Working Out Loud week is from 17-24th November this year, the simplest way to get involved is to just start working out loud. Whether that’s in social channels externally, Facebook, Twitter, Google+, or as simple as making your work visible by putting post-it notes around your work space to make your colleagues aware of what you’re doing. What we star to notice is that people engage in new interactions and meet people who can help them and that’s what we’re looking for. With people who have a bit more experience with Working Out Loud, John Stepper who has a great blog at johnstepper.com has a great talk on Working Out Loud that he has up on his blog there and we’d encourage people to present that talk or their own talk to their peers or people within the industry. We’d love to see people getting the message out about Working Out Loud. The focus of the week is to enable people to get involved in Working Out Loud and to work with others to watch what’s going on.

Paul: Are there any particular people that you know will be Working Out Loud that we should look out for?

Simon: I’ll be there, so you can follow that. You’ll see John Stepper @johnstepper and johnstepper.com. Jonathan Anthony from TMWK @thismuchweknow on Twitter. He has a fantastic blog with great insights on Working Out Loud. If anyone wants to know more about Jonathan, he worked out loud on a Pecha Kucha about Working Out Loud. Austen Hunter @austenhunter on Twitter is another exponent of Working Out Loud, as well as others around the world, people like Harold Jarche, Jane Bozarth who has really championed Show Your Work and a number of people getting involved. We have a Twitter account @wowweek where we collect and share best practices around Working Out Loud and a blog at wowweek.com where we reposting and linking to fantastic blog posts and other materials about Working Out Loud from around the world. What we’re trying to do is make Working Out Loud as accessible and visible for people who would like to get involved or just see what it does.

I think the point I mentioned before is that this doesn’t require you to make your entire life transparent on external social media. Working Out Loud is just a practice in questioning what you’re doing and how that could be shared with others. It could be as simple as post-it notes or just a poster in your office. It doesn’t have to be digital or external but the more you make it available to your network, the more opportunity there is for others to get involved.

Paul: I think it would be a great idea to work out loud about Work Out Loud, posting pictures or comments to @wowweek account on Instragram or Twitter, that would be a great way to show your success and challenges. One question in the back of my mind is that people who are new to Working Out Loud, there’ll be a cultural dip they need to go through before all their peers in the organisation accept what they’re doing “why on earth are you talking about what you’re doing?” Is there one piece of advice you would give? How do they manage the expectations and attitudes of others?

Simon: It’s a great point and for me the first thing to do is to go into it with the humility to realise you might be wrong and that you are learning and to express that viewpoint to other people. My sense and experience is that people are amazingly generous when your intent is to be more successful and help the organisation. It’s not about you, it’s about the work that you’re doing and achieving better outcomes, whether that work is personal or part of an organisation. Don’t assume that what you’re doing is obvious to other people. The reason Work Out Loud involves that step of narrating your work is that it actually enables you to explain why you’re doing what you’re doing. Narrating the fact that you’re working out loud because you want help and you find it challenging and this is what I’ve learned today and this might be of value to you… you start to do that and going back to my experience at NAB, when I started using the Yammer network extensively, it was unusual for a senior executive to do that. So I had to narrate what I was doing “I’m sharing this with you because of this reason and I think someone might be able to help”.

Another piece of advice comes from Eric Krauss who wrote a fantastic blog piece about it, “don’t try to be interesting, try to be interested”. You are not looking for praise, you are looking to share it with people who are doing that kind of work. You might actually share it in response to other people’s materials “hey that’s great, this might help you, these are some things I’ve been doing” if you adopt that humble learning approach and narrate your work and remember that your goal is to build a connection with people through this process… often the way to start is by making contributions to others, not necessarily by posting stuff. If you look out for that opportunity to share your work in response to the work of others, and John Stepper has some great stuff on this, it’s very hard for people to find that strange or worthy of criticism.

Paul: That makes perfect sense to me. I think there’s lots of value in what we’ve talked about today, we’re only just scratching the surface of the Simon Terry story and some of the thoughts and things you’ve posted on your blog or worked out loud about over the last year or two… I think we could probably record six or seven episodes like this just full of great content from yourself. To wrap up the episode, I’d like to give you the opportunity to share some of the resources you’ve been talking about, your blog so other people can connect straight into yourself and go straight to the source

Simon: I’m @simongterry on Twitter and a lot of the sharing you’ve described, including the pastries, goes on there. There’s also a pastry blog, but we’ll skip over that for present purposes. My main blog is simonterry.tumblr.com which is where I work out loud on some of the concepts and try and share that IP I’ve been working on how to manage collaboration in social networks. A lot of thinking about the future of work and responsive organisations. They are the principle resources.

Obviously if anyone is interested in getting in touch, feel free to get in touch via Twitter or any of the other channels

Paul: Supberb! Simon Terry, thank you so much for sharing your insights on working out loud. Thanks once again

Simon: Thanks Paul and thanks for the opportunity

Rhiannan talking about her community management journey on Yammer

Episode 2: Rhiannan Howell from the Queensland Department of Transport and Main Roads

This week I had the pleasure to have an informal #responsivecoffee with Rhiannan Howell (@rhi_jai) at Spring, a great cafe in Brisbane City.  After finding one of the noisiest tables in Brisbane and sipping away on our long blacks we got the ZoomH4n and microphones out of the bag and pressed record…

(as a side note, by turning the recording level down on the device you can’t hear how noisy the cafe and the road we were sitting beside was – so please forgive us half way through when we start talking about a B-Double Truck rumbling past!  Honestly we couldn’t hear each other across the table, although you can’t really notice it on the podcast!  Having a good quality podcast voice recorder saved the day!)

Rhi is from the Queensland Department of Transport and Main Roads.  As one of many agencies that are part of the Queensland Government, TMR are going through a cultural renewal program which involves all 6500 employees.  One of the ideas that Rhi turned into action was driving the adoption, launch and engagement of a Yammer network across the organisation.

In this episode of The Yaminade, Rhi talks about the broader transition the organisation is going through, how she turned her idea to adopt Yammer into action, and some of the successes (and challenges) she and her Yammer Champions have seen over the past 6-12 months.

Links we discussed during The Yaminade this week…

Remember… the Yaminade is in it’s infancy – I haven’t got to the funky podcast opening and closing music yet so please enjoy The Yaminade in it’s rawest form!

Finally, if you like the podcast please support it’s development… there are a number of things you can do:

  1. Subscribe, and if you really like what my guests and I are producing, please leave a review on iTunes!
  2. We would love your feedback – leave a comment below!
  3. Sign up to The Yaminade’s newsletter to get semi-regular updates and notifications when new content is published
  4. If you would like to be a guest on The Yaminade, please get in touch!

 

Transcript from Episode 2 of The Yaminade

Paul: Welcome to The Yaminade, Rhiannan Howell from The Department of Transport and Main Roads in Queensland, Australia.

Rhiannan: Hi Paul

Paul: How you doing? [laughs]

Rhiannan: Really good, thanks!

Paul: Awkward start! We’re basically running our own responsive coffee between myself and Rhiannan. For those of you who don’t know what responsive coffee is, I’ll put a link into the show notes about it. I guess it’s a driving force within the Yammer community. If you want to meet other people who are facing similar challenges to you or looking to explore how to use Yammer or Enterprise social within their organisations, then get onto your local responsive coffee. So enough about that, Rhiannan let’s learn a little bit more about The Department of Transport and Main Roads (TMR) and what your organisation is trying to achieve.

Rhiannan: Sure. Transport and Main Roads is based in Queensland, Brisbane, that’s our central Head Office. We’ve got about 6500 staff in about 80 work locations across the state: some really big offices, some really small offices and we manage about 60 customer service centres where people can go and renew their rego and licencing for cars.

Paul: Basically like the Department of Motor Vehicles in the US but you’ve also got responsibility for main roads and highways in the state as well. You’ve kicked off this Yammer journey over the past twelve months. It’s aligned to us a really strong strategic initiative within the government. Talk to us a little bit more about that program and some of your goals and how they align with using Yammer at the moment.

Rhiannan: The Queensland Government is moving towards being the most responsive public service in the nation. So to do that the government has acknowledged that there needs to be a significant shift from the old bureaucratic commander control into a more network-type arrangement. TMR is really embracing that by aligning Yammer as a way of putting ideas into action, so really being a big strategic driver of our innovation agenda, which is probably one of the leading agendas in Queensland Public Service.

Paul: Before we get into Yammer, what are the things that are happening around the social network and what kind of activities are the organisation putting in place? From a leadership point of view, what’s the messaging coming from the workforce and then let’s dive into the Yammer thing itself.

Rhiannan: I undertook a bit of a social experiment. I work in a small area called Strategy Renewal, we’re leading innovation and workforce renewal, so really looking at what our leaders need to equip them to lead our people into the future. For us, it was about shaking up a very aged old, long-tenured service and disrupting what they’re trying to do. It’s about removing some controls and empowering people to try new things. For us, Yammer has been a key part of that process.

Paul: So being a public service government agency, a lot of your workforce had been there for a very long time and are used to doing things in a certain way. I think you mentioned you have people in the workforce that have worked there for 40 years and on top of that, so they’ve spent their entire career within the one organisation, they’ve seen everything. As for the Yammer network, give us some stats first, because we all love stats, how many people do you have on the network?

Rhiannan: We’ve got 3429 people when I last checked about 20 minutes ago. That’s about 54% of our workforce. I think we’ll get to 4000 and I don’t think we’ll get many more than that.

Paul: Why’s that?

Rhiannan: Just because of the type of work that some people do. Some of them don’t use computers. Some of them don’t have smart devices, particularly some of our workers in the older generation. We don’t push it, it’s not a compliance activity for us, it’s about giving people access to the tools and allowing them to opt-in to the process.

Paul: What strategies did you put in place to get past that 50% watermark of having the organisation in the network?

Rhiannan: We had a specific strategy around opting-in. We really didn’t want it to be bare. The Director General said “thou shalt join” so people joined. To get people on board, we used a face-to-face opportunity we were running across the state in a series of leadership roadshows where our leaders were going out and talking to people. We used it as an opportunity to soft-launch Yammer. We weaved it into our innovation key messages and said “there’s a platform here we’ve made available, give it a go, jump on board and tell us what your ideas are”. It’s particularly important for people who thought they were too buried in the hierarchy to get their ideas heard. That was really our linchpin in launching and that was in February this year.

Paul: So you position it as a tool to capture ideas and align with this roadshow. What happened after that, did you see a huge explosion in uptake after these events or was it sustained over time?

Rhiannan: Probably in the first six weeks it was explosive and then as everyone experiences, there was a degree of slowdown, but we have around 10-15 people joining every day and that’s been pretty constant for the last month.

Paul: Your launch event for your community on Yammer was this leadership roadshow where you have executives encouraging people to test it out, which is great.. Once you’ve got people in the network, what activities do you use to drive engagement, to make sure it’s sticking and going to be integrated into business processes?

Rhiannan: It wasn’t about the number of people joining the network so we created a series of micro-challenges which align to our Public Service Values. We’re trying to embed through Grow Not Show strategy.

Paul: A clear alignment to core values and aspired cultural values in the organisation.

Rhiannan: That gave people something to do when they got there. We also encouraged people to create their own groups and we encourage them to make them cross-functional, so it wasn’t about “my branch is doing this or my location is doing that”, it was about connecting people from across the state.

Paul: I should just jump on something there and it’s a question we get all the time, what’s the strategy across groups, shall we have a hierarchy of groups or taxonomy of what groups are put into a network or do we let anyone create a group? It sounds like you said let anyone create a group if you need a group, just try to include as many people as you can

Rhiannan: And to relate groups to each other so they can be linked and people can then follow a theme and jump on board for other groups. We’ve gone out with the strategy of making everything public as much as you can. That would be my advice to anyone. The whole intent of Yammer for us is about transparency and connecting people who can’t traditionally be connected, so I would encourage as many groups to be public as I can.

Paul: Metrics are always good, how many networks do you think you’ve got in your group?

Rhiannan: 215

Paul: Do you have any plans around governance? People see that and think “there’s 215 groups, how are you going to manage that?” or are you just going to let it be organic?

Rhiannan: Definitely let it be organic. My community management role is 5-10% of my day job. The idea of us using Yammer to really disrupt the culture in TMR is about everything in TMR you need approval for or there’s a form you need to fill out and someone needs to sign something off, so Yammer is about totally disrupting that.

Paul: A breathe of fresh air! [laughs]

Rhiannan: Totally!

Paul: Apart from yourself, 5-10% of your role, so let’s be generous and say that’s 8-10 hours a week, maybe on your lunch break, is there anyone else inside your organisation who is formally tasked with managing this? Or have you built an informal network of people to do the heavy lifting for you?

Rhiannan: I’ve built an informal network and that’s from people who have an appetite and a real desire to embed Yammer as a business tool within their teams.

Paul: How did you find those people? Did they just come out of the woodwork?

Rhiannan: There’s no volunteer process, so it was about me observing the staff and having a look at the people who were getting on board and tagging people in posts, and showing a keen desire

Paul: So it’s data-driven response to building your team of Change Champions, people who are active in the network and who are starting to show those behaviours and have jumped on board with them

Rhiannan: This spread all over state. The Customer Service Centre Manager in Mount Isa was my first Yammer Champion.

Paul: To put that into context, Mount Isa is as far away as you can go where there’s civilisation in Brisbane!

Rhiannan: It’s a mining town of about 10,000 people and it’s completely different to Brissie.

Paul: It’s a different world! Out of those Change Champions who are just doing it because they want to, are there any behaviours of attributes that people could look for? So if they don’t have a network but are trying to set one up….

Rhiannan: We’re looking for Yammer to embed our values within the organisation, so I was looking for people who were demonstrating putting customers first, being courageous, unleash your potential, empowering people and really focusing on those attributes that I was looking for, but also people who were coming to me and asking me questions “how do I do this? How do I set up this group? I have this problem in my team, how can Yammer help me?” “hey I’ve got this informal network, you don’t get anything extra for it except my gratitude”

Paul: And that’s worth a lot

Rhiannan: and I haven’t had one say no so I’ve got about ten people in my network.

Paul: Very good. So we’ve talked about the good things. Let’s talk about the harder things, the more challenging things, the pull-your-hair-out type things. For me, it’s middle managers. It’s this layer of an organisation where it’s really difficult to get traction. They have had their own control over the communication process for so long and now they’re losing this. Do you have any middle managers who are on board with this or is this a gap you see?

Rhiannan: It’s definitely the gap I see in my network. On a handful of occasions I’ve had people tell me that they are going to leave the network because their Manager isn’t happy or he’s trying to censor what they’re trying to say on Yammer. We got a really good buy-in from the top and grassroots, but it’s the people in the middle we’re struggling in it.

Paul: Have you seen any examples of success where one of those Middle Managers has got on board and wants to share the success with the team?

Rhiannan: We’ve got a strategic policy area which will look after 30 year long-term vision strategies for The Transport Network. Their management group has really got on board about it being an opportunity for them to have a voice in the organisation. They’re hosting the Yam Jam next Friday. It’ll be the first non-strategy and renewal type Yam Jam that’s happening in the business and it’s around the Queensland Plan.

Paul: The context of the Queensland Plan is basically a vision for the next twenty to thirty years for the state of Queensland and how government agencies like the Department for Transport and Main Roads respond do this.

Rhiannan: Absolutely.

Paul: I’ve been watching all the adverts so I’m an informed constituent. Another thing is that none of your offices have Wi-Fi?

Rhiannan: I think one office has Wi-Fi!

Paul: So when I say a lot, all of them! That’s an interesting thing to think about. If you’re using Yammer and encouraging people to use it on their devices, but if you want that kind of engagement within the office, you can’t have those opportunities where you can engage and go down to the shop or another office, it’s hard to get that connection between the individual and the end point.

Rhiannan: I have no doubt that if we had Wi-Fi we’d see engagement increasing. I think it’s on the long-term roadmap. Right now we’ve got a lot of facilities that we’re moving out of, so it makes sense for them to consolidate the accommodation strategy before we go down that path.

Paul: Exactly. I love hearing the success stories of people using Yammer, and how Yammer has changed their organisation. Do you have a Yam Win that you’ve seen in the last six to twelve months that absolutely summarises why TMR is doing that, that lighthouse story?

Rhiannan: To pick one example is hard, there’s a few I can think of –

Paul: You can choose more than one

Rhiannan: – that have really reinforced it for me. As I said, Yammer has been part of our innovation agenda. We work on this theory that we need to stop the air sandwich. So previously in TMR we’ve had strategy developed with no execution in mind and vice versa, so you have a really good strategy but terrible execution, or really good execution with terrible strategy. So we’re trying to reduce the gap and use Yammer as a way of sourcing input from the department on really key pieces of work, like our innovation strategy which was our first Yam Jam we had 180 bits of input within an hour which really –

Paul: That’s sensational! How long would that take to get that kind of engagement from your workforce in the past?

Rhiannan: We did in April, so I think we’d still be going

Paul: You’d only be halfway there [laughs]

Rhiannan: If that! Have those ideas turned into action? It’s really easy to collect information but have we seen that translated into real business outcomes?

Rhiannan: Absolutely. On that example, the innovation strategy sourced our ideas, went back to the community that provided the input and rescoped some part of that strategy so that was a key bit for us and now the team in my area that focuses on innovation is looking at the strategy, so they’re building innovation capability frameworks, they’re looking at R&D spend and how we can better utilise that, so they have a pipeline that they’re working their way through.

Paul: Brilliant. What’s the most surprising thing that’s happened that you thought would never happen??

Rhiannan: A couple of weeks ago our corporate area ran a Leadership and Diversity event in the cube, which is a fantastic facility.

Paul: I’ll put a link down in the show notes. It’s down at the Queensland Technology, the perfect place to put ideas out there and start thinking about stuff.

Rhiannan: We had a panel event where we invited some key speakers to talk about not just women in leadership but diversity in general. Following on from that, it was the first time we streamed something to our officers so it wasn’t a Brisbane-central issue. We followed up with a post on Yammer by TMR and we’ve had 80 posts about recognising women in leadership, really good examples of leadership and that’s just conversations that haven’t happened before.

Paul: It’s purely because you had an event which is realistically localised by geography. If you’re within 100km of Brisbane, you could get to it and you’ve never had that opportunity to share it with people before. Brilliant. I love stories like that which allow people to be discovered and working out loud on a network like Yammer. The content and connections are there and you’re not hiding it from anyone. If people want to jump on it they can. A nice way to wrap this up is that a lot of people are in your shoes, but they’re right at the start of the journey. What things would you have done to make things easier? What would you have done differently, potentially, that would bring you greater success? What do you wish you knew six to twelve months ago?

Rhiannan: I guess what I talked about earlier was that Yammer for us was an ideas we put into action within 5 days. So we went from it being an idea in the back of my brain to being a network in five days. If I had my time again, I’d have an extra five days to think about how we’re engaging people and what we do when we get them there. With the micro-challenges, we incorporated them almost at the eleventh hour, so there’s some really due consideration around that. We’ve got heaps of great ideas but it’s about connecting into the pipeline so we can demonstrate that this isn’t somewhere you put your ideas into it and it goes into a black hole, it’s about driving efforts and we’re developing a process called Idea Jam, but we can talk about that another night.

Paul: Idea Jam? Sounds like a whole other episode, that’s great!

Rhiannan: Secondly, really establishing some kind of formal Yammer Champion network which I could incorporate – community management into people’s jobs. If I go on leave, which I haven’t since we’ve had Yammer, we would potentially have a problem.

Paul: everything would fall apart.

Rhiannan: So I’d formalise that so I would have more support.

Paul: You’d put some process in place to ensure that whoever’s there, there is some formal process to keep things are on track.

Rhiannan: And for discovery of information too, if we have an RTI (Right for Information request), people can access the data

Paul: One more?

Rhiannan: It probably goes back to the start. I probably didn’t have a grasp on the functionality, so I was figuring out how to do praise from the start, and I think that having gone through certification like community management certification that’s offered through Yammer, that would have been good.

Paul: Some awareness with what’s possible with the tools. Thank you so much for sharing your story with us and the rest of the Yaminade community. I think that story is quite powerful: you have a large, diverse organisation with geographical spread, an ageing workforce and a Gen-Y workforce in the same time working together to get great outcomes and it’s really aligned to the cultural renewal that the organisation is going through and it’s an example of how enterprise-social tools can really drive business outcomes. Thank you, Rhiannan!

Rhiannan: Any time, Paul!