Future of the community - Workshop
Digital Sharing&Updates - outcomes of the workshop
- What is our expectation from the Digital Sharing&Update Sessions?
- How should the Digital Sharing&Update Sessions look like in the future?
- Working group should be set-up to re-design the Digital Sharing&Update Sessions
- Include Two-way conversation & Troubleshooting
- Emphasize informal discussions, community support and problem-solving
- Creation of „Guiding principles“ and „Rules of Engagement“ is necessary
- What are the value and the benefit?
- How to keep the concept relevant?
- How to make it more informal and approachable?
- How to engage more in discussions, experience sharing?
- Let‘s share the failures and learnings too.
- Collect questions in advance (Roche ASK).
- Working group to be set-up
- Survey of the community
- Other Multi-way communication channels to be assessed - G+
- „Guiding principles“ and „Rules of Engagement“ of the Digital Sharing&Update Sessions to be defined
One-way communication channels (DigiHub, Customer Engagement Catalogue, Hive.roche.com) - outcomes of the workshop
- Which one-way communication channels are useful for us?
- How to sustain them in the future?
- What are other needs of the community regarding these channels?
- All three channels have valuable and useful content. Hive.roche.com is essential and important for all the trainings.
- Navigation: so far there isn't any one stop shop nor signpost with all important links (Digital Hub, Hive, Customer Engagement Catalogue, G+ community).
- 2 new components to be created:
- "Who is who" in digital at Roche: updated list of contacts to digital people at Roche.
- Interactive help platform: place to ask questions regarding digital issues, would be stored there – better than asking on G+
- Storage for guidelines, processes, SOPs on digital governance will be welcome by newcomers who cannot get a lot of support from their affiliates.
- Create a one stop shop for all interactive and non-interactive platforms: Digital Hub, Hive, Customer Engagement Catalogue, G+ community.
- Explore possibilities for creation of the interactive help platform.
- Set up a "Who is who" in digital at Roche.
Knowledge Ambassadors - outcomes of the workshop
- Who is a knowledge Ambassador?
- What contribution do we expect from them?
- Where we will find the contact of them?
- What is the best way to request help from them?
- How we will reward them?
- Who is a knowledge Ambassador? As knowledge Ambassador we define Technical Expert and Business Expert. Technical Expert is a formal position - technical support for our internal technologies - such as E-Camp (John Gibson), HCP portal (Daniel, Alberto). Business Expert can be anybody from the community that has the biggest experience with projects that are running on this technology and had already a business impact.
- What contribution do we expect from them? Technical Expert should help any time with the adoption of the technology and guidance on how to operate with the technology. Business Expert is volunteering to get insights and consultation from the business project point of view - such as strategy, design, challenges, objectives, etc. Business Expert will as well commit to seak for innovative or interesting projects from the community and bring it into the community via Update&Sharning.
- Where we will find the contact of them? Contact of Technical Expert and Business Expert should be listed in the Customer Engagement List by each of the listed Technology. As well should be in the Customer Engagement Catalog possible to download by each of the technology Case Studies.
- What is the best way to request help from them? Technical Expert can be contacted via ticket portal, email or hangout. Business Expert can be asked for consultation via E-mail or Hangout.
- How we will reward them? It was not discussed...
- Review and complete Customer Engagement Catalog - cooperation with Richard Hay
Community Navigation - outcomes of the workshop
- How easy is it for newcomers to onboard?
- How can we improve things going forward?
- How easy is it for newcomers to onboard? It is very difficult for newcomers to find out about the Digital community. They don’t know about monthly digital Hangouts, who to ask for help, which portals are available and so on.
- How can we improve things going forward? The solution would be ONE PAGE TO RULE THEM ALL! This page would also contain: Guidelines, Links to existing resources with short descriptions, “New Digital” person checklist- this should be an onboarding component and HR should know about the Digital community, The minimal list of contacts of people in the Digital community and digital experts, Information about the Monthly Digital Hangout meetings and recordings from that. Develope new Peeps functionality or workday functionality, where we could filter digital category. Always helpful are F2F Meet-ups.
- Create one page to rule them all. For example, www.digital.roche.com is currently under reconstruction so it could be recovered. Responsibility would be rolling, not only one person.
- Find out whether it is possible to flag categories in Peeps/workday.
- Prepare a List of Contact and “New Digital” person checklist.
- Find people who would be responsible for all the activities mentioned above.
Squads and focus groups - outcomes of the workshop
- How can we create squads or working groups to tackle shared customer challenges?
- What is the best way of initiating a squad/working group?
- How do we publicize the work done by squads and continue to promote the squad concept?
- What are the key governance principles squads should follow?
- Key problem is how to identify a challenge and initiate a squad. The best ways of doing this organically are either through F2F interactions or posing questions via G+ posts.
- A facilitator could also act in a similar way to a ‘sparker’ to identify challenges and help form squads around them. This person or people could rotate and be based in different regions. The key aspects of the role would be:
- Shine a light on the common ‘needs’
- Identify ‘experts’ and encourage engagement
- Ensure the right people are in the community
- A virtuous circle could be created with a facilitator or organically created squad being created around a challenge using G+ to source team members and then feeding back the results of their work into G+ to raise awareness both of the work done and the existence of the squads in general.
- The principles for the squads should be that they:
- Are purpose-based
- Operate for finite periods
- Are based on customer needs.
- Do not duplicate effort
- Choose their own engagement method
- Are pragmatic and operate with a mindset of ‘good enough’ rather than endless improvements
- Start with a clear ‘definition of done’.
- Currently, our community is spread over several G+ groups, how do we integrate these communities under one umbrella so that when a challenge is posted everyone is aware?
- How would the role of our ‘sparker’ profile interact with the i7NEO Sparkers? What can we learn from them?
- Do we need to follow the CoP/CoI set up used in Pharma International?
- Should we build profiles for community members to assist the sparker/s? Where is the best place to store these?
- Audit of existing Google+ Communities with a view to consolidating
- Check crossover with existing NEO Sparkers and align.
- Create a community framework:
- How do we orient the community around the purpose?
- Who orchestrates/facilitates?