Category: Social Media

Lessons Learned from Toyota’s Internal Blog

Dan Miller from Toyota presented on “The Clandestine Birth, Untimely Death and Hopeful Resurrection of Toyota’s Internal Blog.”

Dan started its blog, called “Sound Off” without review/approval by HR or Legal.

His Ground Rules:

  • Consistent Host/Author
  • Post one entry per week
  • Clear feedback guidelines
  • Low-key promotion

They didn’t use real blogging software, but copied and pasted feedback e-mails into the comments.

“Sound Off” was done in by a sexual harassment suit. Dan did a post about this and didn’t express an opinion, but asked for readers to share their opinions. Then he went on vacation to Scotland, and there were lots of opinions that had been shared by the time he got back. HR and Legal called IS and got the plug pulled. The concern about “discoverability” in pending litigation trumped everything else.

On the external side, Media Relations got support from Legal, giving Legal right to approve all posts before they go up. In return, Legal promised quick turnaround on review.

Dan says there is some light on the horizon, in that Town Hall meetings have capacity crowds. On the negative side, internal opinion surveys reveal that many associates are afraid to speak up.

Now he’s trying to get the internal blog going again.

They have engaged with Legal, and while they haven’t gotten a “yes” it hasn’t been “no” either. They are working through all sorts of “what if” scenarios. HR has become an ally. IS also wants to align with them as a way to get support for Sharepoint, which they likely will use for blogging.

Michael Rudnick says his company has focused on training and awareness. As to the discoverability issue, that’s really a red herring.  Blogging may generate more content that’s discoverable, but e-mail already is discoverable.

CDC Connects

Kay Sessions Golan (PDF file), Director of Employee Communicaitons for the Centers for Disease Control & Prevention (CDC), presented her case study on CDC Connects, the CDC’s On-Line Newspaper and Intranet Portal.

Note: one of the downsides of internal communications is it’s usually hard to benchmark against other organizations. You can’t see their intranets. So Kay showed screen shots from the CDC Connects project.

CDC started its internal blog after having attended a conference like this one. It took about 9 months to get started. They’re using WordPress installed on their servers. It’s “real” blogging software.

Why a blog?

  • These conversation are happening anyway.
  • It allows for respectful, open conversations vs. the water cooler talk
  • It demonstrates trust in employees, and they expect it can lead to problem-solving across the organization.

If you think you’re “controlling” the message now, without a blog, you’re deluded. A blog let you introduce the subject and engage the conversation, instead of having it happen without you.

CDC’s intranet blog is a moderated blog that allows anonymous comments. They did have some trust issues, so they wanted to encourage honest feedback. They were concerned they would get just the “suck ups” – the virtual Eddie Haskells – if they required people to give their names.

This is a little bit risky. Michael Rudnick, our conference chairperson, says the CDC policy is the exception, more than the rule. If employees know that IT can trace comments back to the source, it may diminish trust.

CDC has developed and refined its blog rules over a few months. One of the rules is that the comments need to be “on topic.” They engage in conversations with the negative commenters, asking them to provide specific suggestions for improvement.

They do one new post a week. Categories have included: Business Services, CDC History, CDC Now/Futures, CDC Stays Healthy, Facilities/Scenes, General (the catch-all) and Public Health in Action.

What they’ve learned after 51 posts and 2,400 comments:

  • Most active discussions: on topics that affect daily work life
  • Least active discussions: on scientific or programmatic topics
  • Many managers are reluctant participants
  • Discussions easily wander off topic
  • Appreciated by bloggers
  • Let it evolve and mature.

Kay says they’ve thought about using WordPress for crisis communications. That’s a great idea. I’ve blogged about that previously here. You could do that in WordPress, or in Facebook, or both. If you have WordPress on your intranet already, it takes about 15 minutes to start a new blog to handle this.

Following Super Tuesday on Twitter

Sallie Boorman from APCO Worldwide mentioned in this morning’s session that her company has created a SuperTuesday account in Twitter to follow today’s electoral festivities. It’s also connected to their Virtual Vantage Points blog. Since I’m missing the Minnesota precinct caucuses, I’m going to check it out. You should too.

Off to ALI Social Media Conference (I hope)

I’m heading to San Francisco today (if the weather doesn’t interfere any more than it already has) for a conference sponsored by ALI on social media and internal communications. I just got on a shuttle bus for the 80-mile trip to Minneapolis that takes 25 minutes if you fly. That flight hasn’t been canceled…yet, but it seems a bus ride is a better bet than waiting to see whether that flight will be delayed.

I’ll be Tweeting my progress (or lack thereof), and I know you’ll all be breathlessly waiting.

Updated: The bus was definitely the right choice. I made it to MSP about 90 minutes before the flight to San Francisco was to depart, and the RST to MSP flight had been delayed. I’m looking forward to a good conference, and read in the conference materials that Chris Heuer is going to be leading one of the sessions. I was part of a panel on blogging with Chris at the Frost & Sullivan conference last month, so I’ll look forward to seeing him again. He had some great insights, or as he puts it, “Inystes.”

Social Media 103: Intro to Wikis

wikiillustration.jpg

Note:  This course is part of the general education requirements for Social Media University, Global (SMUG).

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A wiki is a great tool that enables groups of contributors to work together to quickly create and edit documents that pool their collective knowledge.

You’ve no doubt heard of Wikipedia, which is (to paraphrase the former Iraqi dictator) “the mother of all wikis.” The richness of this resource, produced entirely by collective voluntary effort, is truly amazing. Check out its entries on the Virginia Tech massacre and the 35W bridge collapse, and you’ll get a sense for the power of wikis to facilitate collaboration.

And these are only two of the more than 2.2 million articles in the English version of Wikipedia. So just how is Encylopaedia Britannica supposed to compete with that?

You’re no doubt already using Wikipedia. In fact, if you Google almost any relatively prominent proper noun, it’s highly like the Wikipedia entry will show up on the first page of results. So that’s one wiki already making your life easier (unless you work for an encyclopedia publisher.)

But how can wikis help you complete your projects?

If you have a work team, you can use a wiki to produce documents much more quickly and easily than you can with a Word document via email.

For example, say you have a 10-member team and you need to produce a two-page document. In the old way (or maybe what you’re doing today), you would produce a first draft and send it as an email attachment to your team members: Ann, Bob, Cindy, Doug, Eunice, Frank, Gail, Hal, Irene and Joe. You play it smart and turn on the track-changes mode, so edits are apparent.

  • Ann adds to the document, hits “reply all” to the email, and sends her revision to the whole group.
  • Bob bounces your original directly back to you with some modifications, but doesn’t copy the rest of the team.
  • Cindy changes Ann’s version and hits reply all.
  • Doug deletes Ann’s additions and inserts his own, and likewise sends to everyone.
  • Eunice edits your original and sends it on to Frank for his thoughts on one particular section.
  • Frank fails to respond, so Eunice’s edits are lost to the team.
  • Gail groans at Cindy’s changes, adds her own ideas, and copies the whole team on her changes.

So at this point in this illustration you have 52 Word files in various team members’ email inboxes, and figuring out which is the latest version is, well…problematic at least. And even if you can track down the various versions, it’s a hassle to compare modifications in separate documents.

Feeling cross-eyed yet?

That’s why wikis are wonderful. Instead of sending an attachment, you send a link to a special Web site. You and your teammates make your edits in one common place, and each version is saved in the document history. So you capture all of the information, and you as the editor can compare the various versions.

Homework Assignments:

1. Watch a Wiki Video. Honorary doctorate candidates Sachi and Lee LeFever again have an honorable contribution, with their Wikis in Plain English video. See it below:

[youtube=http://www.youtube.com/watch?v=-dnL00TdmLY]

2. Participate in our Class Wiki Demonstration. Visit the SMUG Curriculum wiki, and add your course ideas. This gives you hands-on experience with a wiki, and it also will help strengthen our curriculum.

3. Set up a wiki for your team or some other group. You have options to get these for free, like everything else in the SMUG curriculum. The one I picked for our class project is wikispaces. Using wiki technology to accomplish a practical project takes your experience to the next level.

4. Discussion: Please share your thoughts or questions about wikis, or what you’ve learned through your experiences with them, in the comments section below.

Extra Credit for Honors Students: Read this review of Wikinomics for broader background on the new ways of working made possible by technology like wikis.