# DWG Technology Exchange June 2021 - Taking the hybrid workplace to new heights

https://www.youtube.com/watch?v=3NjHGhGG7UQ
Translation: zh-TW

[00:06] i'm nicole carter and we're very pleased

[00:08] that you've joined us for this session

[00:09] in the dwg institute's educational

[00:11] schedule

[00:12] where our mission is to guide you in

[00:13] your technology evaluation journey

[00:16] i'm here with my co-host kevin opp and

[00:18] with the support for many of our dwg

[00:20] team

[00:21] spread across two continents our topic

[00:24] today looks at how the post-pandemic

[00:26] workplace

[00:26] will have mobility flexibility and

[00:29] inclusivity as it's

[00:30] at its core however to make hybrid work

[00:33] a success

[00:34] organizations will need to find new ways

[00:36] to keep employees connected

[00:38] engaged and productive we are joined by

[00:41] uniley

[00:41] along with hong kong's flag carrying

[00:43] airline cathay pacific

[00:45] to share exclusive insights into how

[00:48] they have used the unilead platform

[00:49] to empower the hybrid workforce of

[00:51] tomorrow with a mobile first intranet

[00:54] which was recently selected by nielsen

[00:56] norman group as one of the 10 best

[00:58] intranets of 2021 we'll be asking how

[01:01] this technology is being used to create

[01:03] an inclusive

[01:03] employee experience that drives business

[01:06] impact from headquarters

[01:08] to 40 000 feet in the air before we dive

[01:11] into our discussions i'll hand over to

[01:12] our technical producer

[01:14] rose miller to make sure everyone is set

[01:16] up comfortably with webex

[01:17] over to euros thank you nicole

[01:21] um so we are using webex today and we

[01:23] advise that you set the

[01:24] webex to full screen which you can do by

[01:26] clicking on the right

[01:27] hand floating view view icon in the top

[01:30] right of your screen

[01:31] and if you'd like to set the webex so

[01:33] that you can see the participant and

[01:34] list and chat as well as the

[01:36] presentation

[01:37] then just click the side by side view

[01:39] icon in the top right there

[01:41] we'd love you to get involved today so

[01:43] please do um pop any insights or

[01:45] questions into the chat

[01:47] um during the session and we'll feed

[01:49] those into the conversation

[01:51] um through the chat panel if you're

[01:53] asked to come off mute then simply press

[01:55] the

[01:56] unmute button at the bottom of your

[01:57] screen or next your name in the

[02:00] participant list

[02:01] and if you need any technical help

[02:03] during the session just right click on

[02:05] my name rosemiller

[02:06] and i'll be here to help throughout the

[02:08] throughout

[02:09] and if you can't get back into the webex

[02:11] at all then please reply to the calendar

[02:13] invitation that you were sent

[02:14] earlier and i'll just help you from

[02:16] there and lastly just a flight that we

[02:18] are recording today's session and all

[02:20] material presented

[02:21] remains strictly confidential i'll hand

[02:23] back to you nicole to

[02:25] kick us off through with the agenda okay

[02:28] thanks rose

[02:29] so now let's set the scene and clarify

[02:30] expectations for everyone we try to make

[02:32] dwg institute events interactive

[02:35] yet we also want to learn from our

[02:36] expert experience guests so we have to

[02:38] strike a balance

[02:40] today our main session will be one hour

[02:41] long covering quite a bit of ground and

[02:43] featuring three different speakers

[02:45] so to manage the timing and flow the

[02:46] program we invite you to engage in the

[02:48] chat panel as

[02:48] rosa said with our dwg executive

[02:51] director ed taylor we'll try and answer

[02:53] some of your questions in the chat

[02:54] as well but at the end of the session we

[02:57] have the optional overtime

[02:59] which we hope that you know people can

[03:01] stay on for that because that's where a

[03:03] lot of the deep dive discussion will

[03:04] take place

[03:05] um but we appreciate some people have

[03:07] only got an hour that they can carve out

[03:08] of their day

[03:10] but during the main hour we will have a

[03:12] short time to be able to answer some

[03:14] questions that will

[03:15] be focused on the detail cathay pacific

[03:17] have shared

[03:21] in the in the optional overtime you'll

[03:23] be able to answer much more specific

[03:25] questions to the unilee product

[03:27] and matthew will be uh staying around

[03:29] for that so you can ask ask

[03:30] him as many questions you'd like i think

[03:33] you should really test him

[03:34] but anyway let's get started over to you

[03:36] kevin

[03:43] we lost kevin is on mute

[03:49] hi can you hear me now yes you can i can

[03:52] so i did that so now our guests will not

[03:54] feel embarrassed if they do it later on

[03:57] i'm talking to you from beautiful

[03:59] milwaukee wisconsin

[04:00] uh where it's about 8 a.m in the morning

[04:03] um our first guest today is matthew boyd

[04:06] he's a product evangelist

[04:08] at unile matt will also bring in the

[04:10] team from cathay pacific

[04:12] uh carly nankin head of internal

[04:15] communications

[04:16] engagement hi carly hi everyone

[04:20] uh stephen young head of digital

[04:22] experience insights and governance

[04:25] hi kevin and they're going to explain

[04:29] their insight of using

[04:30] uniley to reach and engage 26 000

[04:33] employees whether they're working from

[04:34] home

[04:35] based in airports or connected

[04:37] mid-flight

[04:38] hey matt where are you talking to us

[04:40] from today

[04:42] i'm uh i'm coming from the southwest of

[04:45] the uk

[04:46] down near winchester it's pretty nice

[04:48] weather too

[04:50] so i'm thinking mid-afternoon right

[04:52] absolutely mid-afternoon

[04:54] and it's a glorious day actually

[04:58] well thank you so much for being with

[05:00] her with us here today

[05:01] i'm looking forward to hearing what you

[05:02] all going to share with us and matt

[05:05] over to you perfect thank you very much

[05:08] uh kevin so i'm just going to begin by

[05:11] sharing my screen

[05:12] um

[05:16] and hopefully that will then pop

[05:19] up for everybody yeah let's see if we

[05:21] can see that perfect

[05:23] off to a good start i would say so

[05:26] um yeah then kind of getting into it so

[05:29] um you know just before we kind of hop

[05:32] into the main content and with cathay

[05:34] pacific

[05:34] just wanted to give you a little bit of

[05:35] information about uniley so um who is

[05:38] unile

[05:39] um we are an employee experience

[05:41] platform provider

[05:43] and so focused on delivering uh

[05:45] solutions like

[05:46] intranets and employee engagement uh

[05:48] solutions

[05:49] on the cloud and been doing that for uh

[05:52] a large number of years now

[05:54] and uni is both the name of our our

[05:56] organization and

[05:57] our platform um i'm based out of the uk

[06:00] but we do have a global distribution

[06:02] and so you can see a couple of other

[06:04] offices there we've got um now

[06:06] closer to three and a half million users

[06:08] on our platform around the world

[06:09] and a couple of uh of our industry

[06:12] recognized security accreditations too

[06:15] um and finally before we hop into the

[06:17] content just wanted to say

[06:18] for those of you who enjoy today's

[06:21] session we would encourage you to

[06:23] consider signing up for unite 21 which

[06:25] is our

[06:25] employee experience and employee

[06:27] engagement conference which we live

[06:29] streamed from

[06:30] two studios one in new york one in

[06:33] london and

[06:34] we are going to be joined by ed taylor

[06:36] from the dwg group as well he'll be

[06:38] coming and speaking at that conference

[06:40] another great

[06:41] partnership opportunity for us which

[06:43] we're really excited about

[06:44] and if you like these kind of employee

[06:46] experience employee engagement case

[06:48] studies there'll be loads more of those

[06:49] and other great content so look out for

[06:52] that

[06:53] but now into into the kind of core

[06:56] content

[06:56] and um skipping over the agenda which

[06:59] we've kind of looked at briefly already

[07:01] um

[07:02] let's hop into talking a little bit

[07:03] about cathay pacific

[07:05] and so stephen carly actually maybe

[07:07] stephen if i

[07:09] throw to you first perhaps you could

[07:10] tell us um a little bit about your role

[07:12] at cathay pacific and then carly over to

[07:14] you afterwards and

[07:15] tell us a little bit about your role at

[07:16] cathay pacific and maybe give us a

[07:18] rundown of the organization

[07:21] first all right i'll start sir um um i

[07:24] look after the

[07:25] digital initiatives and drive digital

[07:28] initiatives

[07:29] to improve employee experience for cafe

[07:32] so we sort of look at it holistically

[07:34] from

[07:34] higher to retire the whole employee

[07:36] journey

[07:38] and we look at digital initiatives that

[07:40] can make

[07:41] the employee experience a lot more

[07:43] seamless a lot more efficient

[07:45] um yeah so that's that's the objective

[07:48] uh i also sort of look

[07:50] at employee data analytics as well so we

[07:52] try to

[07:53] get some insights to further improve the

[07:56] employee experience

[07:58] and the last part of my role is really

[08:01] looking at the data governance so

[08:03] obviously it's all good to have all the

[08:04] employee

[08:05] data but how do we apply to the

[08:08] right governance how do we retain the

[08:10] data and so forth so

[08:12] yeah so that's what i do for cafe thanks

[08:15] and then carly over to you perhaps you

[08:17] could tell us that and then

[08:18] lead into a little bit about the

[08:20] organization

[08:22] oh matt um so yes i look after the

[08:24] internal communications and engagement

[08:26] for the airline so

[08:27] everything from keeping our employees

[08:30] updated to what is going on across the

[08:32] business from news information important

[08:34] updates

[08:35] to our channel management and general

[08:37] content agenda

[08:39] that also includes recognition and our

[08:42] recognition platforms

[08:44] which we have a few we run many events

[08:47] for our employees

[08:48] and i guess kind of what stephen said

[08:50] around the whole employee experience is

[08:52] how do we create experiences for

[08:54] our employees to keep them engaged and

[08:55] connected at work um

[08:57] which is which is so important and even

[08:59] critical now as

[09:00] you know we're all working from home um

[09:02] so it's even more important

[09:05] so that's a bit about me

[09:08] and then perhaps then you could tell us

[09:10] a little bit about about the

[09:11] organization as well

[09:13] yeah of course so um we are a global

[09:16] airline based in hong kong we've been

[09:18] around

[09:19] 70 years now with about 20 000 employees

[09:22] 70 of those actually are what we call

[09:25] our remote workforce

[09:26] um that's made up of cabin crew pilots

[09:30] airport colleagues really a whole lot of

[09:31] people based around the world

[09:33] um so as you can imagine you know people

[09:35] are not connected to a desk like

[09:37] sometimes stephen and i are based in a

[09:39] head office role

[09:40] um we've been through significant amount

[09:42] challenge of change over the last five

[09:44] years

[09:44] a large part of that is to really modern

[09:47] innovate

[09:48] change the way our organization is

[09:50] focused around doing everything for the

[09:52] customer so a real customer-centric

[09:54] approach

[09:55] but then equally we match that with the

[09:56] employee experience

[09:58] so our kind of vision i guess for our

[10:00] people is

[10:01] giving them the same a care intention

[10:03] same sorry same attention and care to

[10:05] our employees as we do for our customers

[10:09] yeah absolutely perfect and you touched

[10:11] on a few things there and i suppose this

[10:13] ties into what we're going to talk about

[10:15] today you know

[10:16] renovating the the kind of employee

[10:18] experience or maybe

[10:19] uh more accurately overhauling it um but

[10:22] you know what kind of so given the

[10:25] unique structure of uh you know the

[10:26] airline industry and given

[10:28] you know uh you mentioned the recent

[10:30] challenges that you faced

[10:31] can you tell us a little bit about the

[10:32] employee experience challenges you face

[10:34] as an organization

[10:35] and how that kind of led you um to to

[10:38] kind of

[10:39] take a look at your existing systems and

[10:41] understand the need for a new one

[10:48] i can take that yeah i think i think

[10:52] um for us initially before we started

[10:54] this program

[10:55] it was very much a one sided sort of

[10:59] communications channel that we had so it

[11:00] was basically publishing information for

[11:02] people to access

[11:04] so there wasn't much of a two-way

[11:07] um and then on top of that we had a very

[11:11] old i think technology as well that that

[11:13] was very static

[11:15] and it was actually really difficult to

[11:17] find information

[11:19] so what that had the result of that

[11:22] is that people would just go in go to

[11:25] this specific link to get something and

[11:27] they'll be out of there so there's no

[11:28] real engagement as such um

[11:31] with with our old platform yeah which

[11:34] happened yes

[11:35] you've got it up there yeah absolutely

[11:38] so like i know we talked about some of

[11:39] these pain points before and um

[11:42] you know we we've kind of discussed

[11:44] these but like you know obviously

[11:46] you talked about that front line remote

[11:47] workforce um and then you also mentioned

[11:50] there's like a lack of mobile access

[11:52] which kind of i suppose that led to a

[11:55] significant barrier

[11:56] to communicating effectively with those

[11:57] remote workers

[11:59] and i know that um you know at catholic

[12:01] pacific you had a really strong focus on

[12:04] on the kind of cultural aspects of

[12:05] engaging your people and how

[12:07] you know that influenced the customer

[12:09] experience uh at the end of it as well

[12:12] um you know uh you

[12:16] you know can you tell us a little bit

[12:17] more about the kind of

[12:19] you know the challenges that we see here

[12:21] around the kind of

[12:22] um adoption levels and the

[12:24] communications

[12:26] yeah so i mean if you look at that i

[12:28] mean it's it's not that long ago we were

[12:30] actually using that

[12:31] and you can see it's it's almost

[12:33] impossible

[12:35] if you sort of just came into the

[12:36] organization and

[12:38] wanting to find something it's it's

[12:41] pretty much

[12:41] linked everywhere um and the other thing

[12:44] as well is

[12:45] a lot of the content is not really

[12:47] relevant to me

[12:49] so you can see you need to go through a

[12:51] lot of

[12:52] pages a lot of clicks before you

[12:54] actually find something that's actually

[12:55] relevant to you

[12:56] so that obviously was a huge pain point

[12:58] for us

[12:59] um and then yeah like the mobile bit was

[13:02] a big piece so i think

[13:04] when we were using this old internet

[13:07] there was you wouldn't want to access it

[13:09] on your mobile

[13:11] there was no way you could actually see

[13:12] any of the tags and yeah it was it was

[13:15] not mobile friendly at all so that was

[13:17] that was definitely one of the key

[13:19] pain points um and also with our old

[13:23] internet

[13:23] a lot of the content were not really up

[13:26] to date

[13:27] um the style the tone of voice is quite

[13:30] different across different pages as well

[13:32] so you might be browsing through content

[13:36] that uh that hasn't been updated for

[13:38] like 10 years

[13:39] and no one has actually gone in to do

[13:41] any updates there's no governance around

[13:43] it

[13:44] so yeah that was that was something that

[13:46] we needed to

[13:48] to improve as well yeah that makes a lot

[13:51] of sense that makes a lot of sense

[13:52] and i uh you know uh when you look at

[13:55] the system it's certainly

[13:56] you know from a user experience

[13:58] standpoint uh it doesn't

[14:00] necessarily scream modern um

[14:03] and you know things like a lack of rich

[14:06] media for driving capturing user

[14:08] attention and deep you know delivering

[14:10] kind of detail

[14:11] in that way and i know with some

[14:14] challenging areas there as well

[14:16] um now obviously some of this you can

[14:19] tell

[14:19] you know just by looking at the screen

[14:21] and kind of talking about the

[14:23] ux and and kind of the fact it wasn't

[14:25] very personal and

[14:27] you know didn't have the mobile access

[14:29] um but uh can you tell us

[14:30] a little bit about um how you you know

[14:34] went about validating the needs for a

[14:36] replacement system before you kind of

[14:38] you know got to picking a tool or

[14:40] whatever how do you validate these pain

[14:42] points

[14:43] yeah so so one of the key things that we

[14:46] did actually was

[14:47] and this was right at the start of the

[14:48] program was

[14:50] we got a core team together to basically

[14:54] define what what are our goals and what

[14:56] our priorities because

[14:59] there are there's going to be a lot of

[15:00] things that everyone wants to achieve

[15:02] but i think it was very important for us

[15:04] to understand what are our key

[15:05] priorities so we did have a lot of

[15:07] workshops to to agree on that we also

[15:10] did some

[15:11] studies on how other organizations are

[15:14] doing what are the best practices out

[15:15] there

[15:16] so we actually spend a bit of time to

[15:17] look at that and and sort of then filter

[15:19] it to see

[15:20] what is relevant to us and what is

[15:22] important to us

[15:24] and then once we have our goals and

[15:26] priorities sort of defined

[15:28] the other key i think worth mentioning

[15:31] thing that we did was around our user

[15:32] journey workshops

[15:34] so what we did was we actually grouped

[15:37] our employees to key user groups so for

[15:39] example

[15:40] the pilots will be one of the key user

[15:41] groups cabin crew

[15:44] people at the back office and so forth

[15:46] so we had different personas

[15:48] and what we did was we actually had

[15:50] workshops with all the different

[15:52] personas and we actually mapped out

[15:55] their user journey

[15:57] so before they came to work what were

[16:00] the things that they needed for example

[16:01] what content would they look at

[16:03] what were some of the applications they

[16:05] might need to be accessing

[16:07] and then we sort of met to say okay when

[16:09] they are at work

[16:10] what are the content and what are the

[16:12] applications that they need

[16:13] and afterwards after when they leave

[16:15] work what are some of the content and

[16:17] stuff that they would sort of need so we

[16:18] had that

[16:19] user journey mapped for all the

[16:21] different key personas that we've got in

[16:23] the organization

[16:24] and that was very useful because then

[16:26] that gave us a blueprint

[16:28] to say that when we do implement a new

[16:31] internet it had to meet these user

[16:35] journey requirements because this is

[16:36] what they would come to the platform for

[16:38] so yeah yeah and speaking of new

[16:42] intranets perhaps we should

[16:44] take a little look um if i go over one

[16:47] slide here

[16:48] so um you know obviously having

[16:51] understood these pain points and the

[16:53] challenges

[16:54] um you know especially with the you know

[16:56] distributive remote

[16:57] workforce and you know the changes

[17:00] around your

[17:01] new hybrid ways of working as well which

[17:03] we'll come on to later

[17:04] you obviously went out and uh chose to

[17:06] partner with unilee and it's

[17:08] uh you know it's been awesome and of

[17:10] course you

[17:11] won a coveted uh globally recognized

[17:14] internet design award for best internet

[17:16] design with the nielsen norman group too

[17:18] um so perhaps you can now tell us a

[17:21] little bit about you know

[17:23] the new platform and take us through

[17:25] some of the

[17:26] the really important features of what

[17:29] you built out here sure i can take that

[17:32] one stephen

[17:34] um and i will just say like first up i

[17:36] mean it's just been such a game changer

[17:38] for us

[17:38] i mean it's completely you know

[17:41] repositioned the way that we are able to

[17:44] connect with our employees which you

[17:45] know coming from the comms team is just

[17:47] absolutely critical and i think coverts

[17:50] you know been even more important on

[17:51] that bucket so you know

[17:54] um where we kind of started i guess matt

[17:56] just to kind of go back to our vision

[17:58] right

[17:59] it was to create this world-class really

[18:01] easy to use

[18:02] personalized digital portal that that

[18:04] totally transformed the way that we

[18:06] interacted with employees

[18:07] or rather they interacted with the

[18:09] business so there's kind of a number of

[18:12] key factors that we were looking for

[18:14] um and i'll come to those defining

[18:16] points in a second but

[18:17] a powerful search tool for us was really

[18:19] critical going back to our old intranet

[18:21] i mean it was just so old and outdated

[18:23] you know you just couldn't search which

[18:25] we know like it's just

[18:26] it's so important in today's world we

[18:28] are a really

[18:29] large complex complicated organization

[18:32] so giving people what they need when

[18:33] they need it

[18:34] was vital and making it easy to find all

[18:37] of that

[18:38] um documents as well document search is

[18:41] a really big part of

[18:42] of the hub which we call it um i guess

[18:45] again just going back to the nature of

[18:47] our industry

[18:48] giving employees access to policies

[18:51] guidelines

[18:52] um forms you know whatever it is in the

[18:55] form of a document was again just just

[18:58] so important and again making it easy

[19:00] for them to find

[19:01] find what they're looking for um another

[19:04] important part was obviously just this

[19:05] sophisticated

[19:06] easy to use comms tool that had rich

[19:09] media

[19:10] that gave people access to information

[19:12] when they needed it

[19:13] you know we could share news we could

[19:15] share updates um we can share push

[19:17] notifications you know there's different

[19:19] ways of actually delivering content to

[19:21] our employees

[19:23] um so yeah just a really systematic

[19:26] organized way of creating content

[19:28] ultimately

[19:29] but i would say when it comes to those

[19:31] really defining factors for us the

[19:33] personalization was absolutely critical

[19:36] so you know steven kind of talked to a

[19:38] little bit

[19:39] we actually started with seven different

[19:41] home page personas

[19:42] so if you think about the experience of

[19:44] a cabin crew versus an

[19:45] airport colleague versus stephen and i

[19:47] who sit in our head office our

[19:49] day-to-day is

[19:50] is just so different right so

[19:53] you know you've got cabin crew who come

[19:54] into the office they do their their

[19:56] checks and then they're straight onto

[19:57] the aircraft right and then they leave

[19:59] and go back home

[20:00] so their whole journey um what they do

[20:03] what they're looking for

[20:05] is is vastly different to stephen and

[20:08] i's

[20:08] so when we designed their home page that

[20:11] looked really different from

[20:13] personalized news and information

[20:14] through to through to having their rod

[20:16] their own rosters you know front and

[20:19] center

[20:20] which is the you know what they look for

[20:22] day-to-day so just really thinking

[20:24] through

[20:24] what makes that um that layout and

[20:26] design unique we're having some core

[20:28] you know central widgets as we call them

[20:31] um

[20:32] or features that look similar across all

[20:34] the different groups but giving it

[20:35] enough personalization

[20:37] so that was the first point um and then

[20:40] i would say the second thing for us

[20:41] is that mobile application um again

[20:44] going back to

[20:45] we've got 70 of our workforce which is

[20:48] remote

[20:49] so they're not they don't use desktop um

[20:52] so they needed to have mobile access

[20:54] really easy to use um again i come back

[20:57] to like push notifications and sending

[20:59] information to those called groups

[21:02] was another really important factor for

[21:04] us so you know you're on the go

[21:06] you've just got to have that kind of one

[21:08] tap access

[21:10] um so yeah i think that's probably key

[21:13] for us

[21:13] matt yeah absolutely absolutely and

[21:16] i mean you can see just by looking at

[21:20] the

[21:20] kind of side by side this is probably

[21:23] for me one of the most rewarding parts

[21:24] of

[21:25] of working with clients is to see the

[21:26] before and after shots

[21:28] you know the transformation from the

[21:30] home page which is a library of links to

[21:33] that living breathing homepage which is

[21:35] really centered

[21:36] on um on each user's day-to-day

[21:39] requirements

[21:40] and the roster piece for frontline staff

[21:42] i you know uh i'm sure your

[21:44] your people would attest to it but i can

[21:46] already see how

[21:47] how powerful that must be for them where

[21:49] you know they're one-stop shop and it's

[21:51] it tells them where they need to be when

[21:53] what flights they're on um you know and

[21:56] uh

[21:57] this kind of as well translates into

[21:59] that mobile experience so it's not only

[22:01] kind of tailored to

[22:03] the requirements of those different user

[22:06] groups but also

[22:07] built up around the the kind of

[22:09] technology and the devices that are

[22:11] prevalent for those audiences as well

[22:13] i think is is a really powerful uh

[22:15] really powerful part of what you've

[22:17] managed to achieve here

[22:20] absolutely i'd like to jump in with a

[22:22] quick question because uh

[22:24] first of all i'm i'm so impressed carly

[22:26] with

[22:27] you know a lot of folks do the persona

[22:30] work

[22:31] but it's really clear from looking at

[22:32] what you have here that you've actually

[22:35] used the output of that persona work to

[22:37] create vastly different

[22:39] interfaces for people based upon their

[22:41] vastly different jobs right

[22:44] and i guess my my question is is that in

[22:46] the old days

[22:48] when when we were all building digital

[22:50] workplaces that would be incredibly

[22:52] expensive to i mean it's it's

[22:54] essentially two very

[22:55] different interfaces um was that a was

[22:59] that a big budget hit

[23:00] or is that one of the things about the

[23:02] tools that you're using that allows this

[23:06] yeah absolutely i mean you can build as

[23:07] many persona home pages as you like

[23:09] ultimately which is fantastic and that

[23:12] was a

[23:12] a big tick for us um we actually started

[23:15] with seven persona home pages and we're

[23:17] now down to five so

[23:19] you know the beauty of the platform is

[23:20] that you can you can pick and choose you

[23:23] know

[23:23] however many you like ultimately um and

[23:26] it has changed since we launched the

[23:28] platform two years ago

[23:29] um i will just say you know with the

[23:32] whole

[23:32] persona pages it is a lot of

[23:36] work to to set that out up front right

[23:38] it took a lot of time

[23:40] care you know as steven said going

[23:42] through the different experiences and

[23:44] really mapping that out with the

[23:46] different groups took a lot of time and

[23:47] effort

[23:48] but i will say it was it's absolutely

[23:50] been well worth it

[23:51] and i you know i'd if you have audience

[23:54] groups that are so different like cafe

[23:56] or like

[23:57] the airline industry um it is a

[23:59] worthwhile exercise going down that path

[24:02] that's really interesting carly because

[24:04] i know people will be asking about team

[24:06] and things and

[24:07] matty's going to get into that a little

[24:08] bit later but but

[24:10] just just knowing that the return on

[24:12] investment in putting that input

[24:14] in in the beginning pays off is really

[24:15] good to know

[24:17] yeah for sure and i honestly i think if

[24:19] we just had one home page i don't think

[24:21] it would work because we need to give

[24:22] different audience groups a reason to

[24:24] come there right

[24:25] so if it was just you know hong kong

[24:28] head office centric

[24:29] even news as an example i mean it just

[24:32] the the kind of pool factor wouldn't be

[24:34] there as well so you've got to think

[24:35] about that kind of pull and push at the

[24:37] same time

[24:39] and that's why i was going to say carly

[24:41] is like

[24:42] when kevin asked the question it didn't

[24:44] cost money but it definitely cost time

[24:48] absolutely absolutely

[24:50] um which leads me nicely onto

[24:54] you know the team that are behind the

[24:57] seeds pulling all the strings and

[24:59] making this kind of incredible solution

[25:01] work um

[25:02] can you tell us a little bit about you

[25:04] know and the army seems like an

[25:05] appropriate phrase now given uh

[25:07] all the work that's got in can you tell

[25:09] us a little bit about the team behind

[25:10] the hub

[25:13] all right so we've got um so we've got

[25:16] cross-functional teams that were

[25:17] involved so the core team

[25:19] we had a really good uh representation

[25:22] from

[25:23] coms teams from the digital team and

[25:26] also from i.t

[25:27] as well i think actually that was that

[25:29] was pretty critical because

[25:31] there was quite a bit of integration

[25:33] with office 365

[25:34] and hence we needed that expertise to be

[25:37] able to get all this set up and working

[25:39] so that that that was yeah it was

[25:41] crucial to have that core team

[25:43] um and also the apart from the core team

[25:46] we've also got a network of what we call

[25:48] like hub champions across the

[25:50] organization so

[25:52] every department has a has a chubb

[25:54] champion rep

[25:56] which we would then work with them to

[25:58] guide them on how to build

[26:00] their page how do you design it so that

[26:02] it's all aligned

[26:03] across the platform

[26:06] and they are also our key advocates so

[26:09] they would then go to the department

[26:11] they would sort of teach people how to

[26:12] use it where to find things

[26:15] it worked really well actually

[26:18] yeah absolutely and i think that's

[26:21] something

[26:22] which again i think is another great um

[26:25] wall mark of success for projects like

[26:26] this it's the collaboration

[26:28] between the technical and non-technical

[26:30] side of the business

[26:32] um you know have making sure that you

[26:33] have the support from you know

[26:36] technical sponsors within the business i

[26:38] think is important because there are

[26:40] going to be elements of the technology

[26:42] which you know do require and that kind

[26:45] of technical input

[26:46] um you know when you're doing your first

[26:48] kind of configuration

[26:50] you know around getting everyone's user

[26:52] profiles in the system for example and

[26:54] giving them the power to log in you know

[26:56] really easily things like that

[26:58] right so i think that um for me i think

[27:00] was really great to see

[27:02] um and obviously the the hub champions i

[27:05] think is another really

[27:06] another really cool and like powerful

[27:08] initiative as well i think you know

[27:10] making sure that you get those advocates

[27:11] in in place across the business

[27:13] um is really important um can you

[27:16] tell us a little bit as well just if you

[27:19] can

[27:20] about the um you know the stakeholders

[27:22] in the project

[27:23] just interested to know you know with

[27:24] such lofty goals and aspirations

[27:26] to kind of revolutionize this and really

[27:28] drive your culture home

[27:30] you know i often hear the question you

[27:32] know about leadership buy-in

[27:34] so you know you can tell us a little bit

[27:35] about the stakeholders

[27:37] so for for this program of work we've

[27:40] actually got

[27:40] the buy-in from our ceo itself so

[27:44] it did go up right to the top there was

[27:47] a lot

[27:48] of time that was spent in in really

[27:50] making them

[27:51] understand the value of doing this why

[27:53] is this important how is this going to

[27:55] drive engagement

[27:56] um and they got it so and once they got

[28:00] it

[28:00] they then empowered us to to sort of go

[28:03] out to the wider organization

[28:05] to drive the message as well so i think

[28:07] we had quite a lot of workshops

[28:09] you would remember carly with all the

[28:11] general managers and directors

[28:14] telling them look this is important why

[28:16] do you need to get your content updated

[28:18] why is yeah and and they did and and

[28:21] with that buy-in

[28:23] they then gave resources to help build

[28:26] this whole thing

[28:26] so yeah it was it was very important

[28:28] actually

[28:30] i think probably critical to the success

[28:32] if i might just add because

[28:35] you know the hub is certainly not the

[28:38] comms team and the digital team behind

[28:40] this

[28:40] it really is when you say an army of

[28:42] people that's absolutely

[28:44] true we rely on those people to keep the

[28:47] hub

[28:48] updated fresh you know that kind of

[28:50] governance piece is so

[28:51] important um to the success of it

[28:55] overall that we just yeah we really

[28:57] needed that piece done

[28:58] done and done well yeah absolutely

[29:02] and um you i know that it wasn't just

[29:04] about securing that time commitment

[29:06] up front for the original creation of

[29:08] content you know you mentioned one of

[29:10] the

[29:10] pain points of the the old system was

[29:12] content hadn't really been

[29:14] updated and maintained so you know um

[29:17] you had to get that time commitment

[29:20] going forwards to maintain that that

[29:22] content as well is that right

[29:25] yes so we've got we've got what we call

[29:27] the uh the governance

[29:29] sort of set up before we rolled out as

[29:31] well because it's there's no point just

[29:33] implementing it and then everything just

[29:35] goes out of control again so

[29:37] we have to ensure that there was a

[29:39] governance in place so

[29:41] hence this is where the hub champions uh

[29:43] are very critical

[29:44] because they would be the person that we

[29:46] would go to

[29:47] to ensure that the pages or the sites

[29:50] that they're

[29:50] accountable for are up to date today um

[29:53] and then throughout the year

[29:55] we have actually marked in we do audits

[29:57] as well where would we would actually

[29:59] just to do a check to say hey are the

[30:01] content up to date

[30:03] um do you need any further assistance to

[30:05] help improve your slides and so forth

[30:07] but that's part of the governance yeah

[30:11] it's not necessarily policing

[30:13] yeah it's not necessarily policing

[30:13] people right

[30:14] it's about empowering them and just

[30:16] reminding them that

[30:17] you know we want this tool to be great

[30:20] for everyone so

[30:22] you know part of that is maintaining it

[30:24] and making it look fresh

[30:26] and you know it's hard when you know

[30:28] it's not your day-to-day job

[30:29] to give it time and attention so it just

[30:32] kind of puts it on there i guess their

[30:34] roadmap for that period which is really

[30:36] helpful yeah and and we do make it fun

[30:39] sometimes where you know whichever

[30:41] department that actually

[30:43] you know updates the pages first they

[30:45] keep it up to date we give them prizes

[30:47] so there's a little bit of writing going

[30:48] on as well yeah

[30:51] nice no that's fantastic that is

[30:53] fantastic i mean you know

[30:55] and ultimately um you know cafe have a

[30:58] really positive culture so i think

[31:00] bringing those fun elements through the

[31:01] technology

[31:02] it's an amazing amazing way to go about

[31:06] it as well

[31:06] i think people far too often shy away

[31:08] from governance but you're proving that

[31:10] it doesn't have to be a

[31:11] bad word um

[31:15] so i guess then turning um

[31:19] looking forwards i guess really and

[31:21] talking about um

[31:23] more recently obviously

[31:26] working in the aviation industry a

[31:29] significant

[31:30] you know event recently has impacted

[31:32] your business we talked about covert 19

[31:34] and

[31:35] the significant you know well

[31:37] essentially global halt of

[31:39] of international travel and you know i

[31:42] know that you really

[31:44] um you know made the most of the

[31:47] technology to try and support your

[31:48] people can you tell us a little bit

[31:49] about

[31:50] you know how you responded to the

[31:52] pandemic and how the tool kind of helped

[31:53] you

[31:54] in that in that kind of plight

[31:57] yeah sure matt i can talk to that so i

[32:00] mean

[32:01] to be honest i don't think we could have

[32:03] done it without the hub i would have

[32:04] been quite worried from a comms

[32:06] perspective

[32:07] um if we didn't have a platform like

[32:09] this because i think there was so much

[32:11] that has gone on for us over the last 18

[32:13] months

[32:14] from keeping employees updated with

[32:16] reactive news and information

[32:18] um there were guidelines of change

[32:21] policy documents you know cleaning

[32:23] procedures safety standards there's just

[32:25] like so much has hit our organization

[32:28] that

[32:28] what we created was this covert corner

[32:31] and that was front center from the home

[32:32] page

[32:34] different groups had their own versions

[32:36] of this but

[32:37] it told you what was happening forms you

[32:40] may be needed to complete

[32:42] if you had covert what do you need to

[32:44] tell the business if you're a close

[32:45] contact of someone

[32:46] um you know questions to our medical

[32:49] team um what goes on on board at the

[32:51] airport i mean there was just so much

[32:53] that had to be shared and updated

[32:55] so we built that um and that's where we

[32:58] shared all of our information so i'd say

[33:00] that was your kind of reactive

[33:01] part of covert and that's just an

[33:04] ongoing beast that we maintain

[33:05] every day if not multiple times a day

[33:08] unfortunately

[33:10] but it has really really helped us um in

[33:12] many ways

[33:14] and then i would say the other part um

[33:17] is kind of your your you know you kind

[33:19] of this

[33:20] idea of uniting a recovery a campaign to

[33:23] pull everyone together

[33:25] we've had to do a real push in our

[33:27] organization to get people vaccinated

[33:29] obviously the quicker we do that quicker

[33:31] we can get back in the air so

[33:33] you know part of it is just sharing

[33:34] positive stories

[33:36] why you want to fly again how do we

[33:38] build this you know you come back to

[33:39] culture but this

[33:40] this positive way of reuniting the

[33:43] organization

[33:44] so we developed what we call our arms up

[33:46] campaign

[33:47] um which has competitions and

[33:50] as i said stories and all sorts of

[33:53] positive stuff

[33:56] so again that's just been really helpful

[33:58] and the campaign

[34:00] i would say another really great feat

[34:04] for us campaign

[34:07] yeah so it kind of helps pull everything

[34:10] together

[34:11] and be able to the glue so to speak um

[34:15] when there's big stuff going on in the

[34:17] in the organization

[34:19] absolutely i personally think you know

[34:22] this is fantastic i think you know

[34:26] we we actually kind of measured some

[34:28] statistics around usage of the platform

[34:31] at the start of the pandemic

[34:32] and it broadly anonymized data across

[34:35] you know

[34:36] our our wired customer base and we

[34:39] actually saw

[34:40] that searches for terms like covid and

[34:42] covid19

[34:44] at the start pandemic like skyrocketed

[34:47] in in the intranet and what that told us

[34:49] was that

[34:50] the employees around the world for

[34:52] organizations in every industry not

[34:54] just the airline industry but across all

[34:56] industries

[34:57] were searching for for answers and for

[35:01] information from their business and i

[35:03] think it was such a powerful

[35:04] um such powerful message really that

[35:07] you'd kind of already

[35:08] gone well actually you don't need to

[35:10] search because we're going to give you

[35:12] the coded corner you know you can go

[35:13] there you know it's trusted

[35:15] you benefited of course from having a

[35:17] new technology which didn't carry the

[35:18] kind of

[35:19] legacy pain and lack of trustworthiness

[35:22] and so you're able to say you know with

[35:24] real gospel you can trust the

[35:25] information you find here

[35:27] and equip people and then this again i

[35:29] think just speaks to the great positive

[35:31] cultural impact that kind of bringing

[35:34] people together around the vaccination

[35:36] program

[35:36] um you know really a really positive

[35:39] message about you know returning to the

[35:41] skies i think so um

[35:44] i'm certainly looking forward to flying

[35:45] again so

[35:49] yeah exactly exactly um

[35:53] but then i know the story then goes you

[35:55] know one step further and we talked

[35:57] about you know

[35:58] hybrid working you know as part of the

[36:00] title of this session so

[36:02] perhaps you could tell us a little bit

[36:03] about how you

[36:05] uh you know built up uh information and

[36:08] content around

[36:10] new ways of working and going forwards

[36:12] in light of the pandemic

[36:16] so yeah so we've started with remote

[36:18] working

[36:19] options as well for the organization

[36:21] where

[36:22] a team could do a couple of days working

[36:25] from home

[36:26] now to do that this the hub has actually

[36:29] become even more important because

[36:31] it needs to have a single source for

[36:33] them to get information

[36:34] um so and it's so apart from just

[36:37] information there's also the social

[36:39] elements of it so i think what we are

[36:41] going to explore a bit more

[36:43] is how do we use the hub more for for

[36:46] social as well

[36:47] um employee recognition uh carly talked

[36:50] a bit about as well

[36:52] what are some of the things that we can

[36:53] use um to help for example to do more

[36:56] recognition of peer-to-peer for example

[36:59] um

[36:59] and also like tribes i think it's it's

[37:02] creating more of a sense of belonging

[37:04] because when you're not in the office

[37:05] you're not with the team the whole time

[37:07] so it's sort of

[37:08] important to try and get sort of like

[37:11] your community a sense of belonging to

[37:13] it as well so that's definitely what

[37:14] we're going to be

[37:15] working on more i think as part of the

[37:17] work your way slash remote working

[37:21] yeah and then i know you also have this

[37:25] embracing additional future side of

[37:27] things as well yes

[37:29] so we've got a whole road map of things

[37:31] coming with the digital part

[37:33] now i think from from the hub

[37:34] perspective there are definitely a few

[37:37] key things that we want to focus on i

[37:38] think

[37:39] search as what we mentioned before is

[37:41] critical

[37:42] how do we make it better um i think

[37:45] everyone's so

[37:46] used to searching in google so that's

[37:48] sort of the

[37:50] expectation that we kind of have to meet

[37:52] so we

[37:53] we're definitely going to focus a lot

[37:54] more on how do we fine-tune whether it's

[37:56] our naming convention

[37:57] how do we put information so that people

[38:00] can search for things a lot easier

[38:03] we would also definitely want to explore

[38:05] what are some of the

[38:06] functions that we can sort of integrate

[38:09] with the hub

[38:10] so for example if i've got a training

[38:12] system that tells me

[38:14] i've got all these training upcoming

[38:15] training it would be really nice if

[38:18] those information

[38:18] is displayed as soon as i get into the

[38:20] hub as well just as a reminder to tell

[38:23] me these are the things that are

[38:24] coming up for me um so yes we want to

[38:27] look at

[38:28] integration and the last bit definitely

[38:31] it's on the

[38:32] analytics so you've got all this data

[38:35] in terms of employee engagement for

[38:37] people coming into the hub

[38:38] what are the things that they're doing

[38:40] and what what are they interested in

[38:42] how do you how do we then sort of link

[38:44] those information

[38:46] to other broader employee data like

[38:48] performance and

[38:50] so forth so do we see any correlation

[38:52] between

[38:53] employee engagement with performance um

[38:56] yeah so it can be quite exciting

[38:58] insights i think we'll want to drive out

[39:00] of this

[39:02] yeah absolutely and i think you've

[39:04] touched on a few things that are

[39:05] actually around

[39:06] you know your future for the hub as well

[39:08] i know you talked a little bit about you

[39:10] know

[39:10] improving search and um and kind of the

[39:13] integration aspect

[39:15] i guess uh one of the really powerful

[39:17] things you did off the bat for that

[39:19] large front line workforce was the

[39:21] roster integration of course

[39:23] uh and the fact that that's actually

[39:25] woven into the notification framework as

[39:27] well

[39:28] so that kind of like is not just go to

[39:30] the hub to see

[39:31] but actually getting notified through

[39:33] the hub about roster changes like

[39:35] that integration um much deeper than

[39:39] you know a certain level you know feed

[39:42] or something like that

[39:42] actually kind of uh you know quite a

[39:45] deep integration there

[39:46] that you've already achieved so i'm sure

[39:48] any other aspirational integrations with

[39:50] the hub will be equally exciting

[39:53] um carly perhaps you could tell us you

[39:56] know a little bit

[39:57] and you know about uh vision for the

[39:59] future

[40:00] and then um maybe even start to touch on

[40:02] some of the lessons learned over the

[40:04] course of the project

[40:07] yeah sure i mean vision for the future

[40:09] for us kind of

[40:10] leading on from what stephen said from a

[40:12] comms perspective it's just becoming

[40:14] more sophisticated probably more

[40:16] personalized um

[40:18] there's lots of cool new features that

[40:20] have come out from the unitly platform

[40:21] so it's just tapping into that and

[40:23] building on it really

[40:25] um we are a global a global organization

[40:28] we've got people based in airports

[40:29] around the world so

[40:31] you know recent conversation we've been

[40:32] having is do we have regional

[40:34] home pages so that might add you know

[40:36] seven different ones or potentially

[40:38] going down to country level not saying

[40:40] we would do that by any means but

[40:42] you know it's definitely exploring

[40:45] um just being more more sophisticated

[40:47] and powerful with it

[40:49] um stephen kind of touched on as well

[40:51] the

[40:52] i guess the social aspect of the hub i

[40:55] think there's huge potential with that

[40:57] um building different communities i

[40:59] think we'd love this to be a place you

[41:01] know it is the kind of

[41:02] single source of truth at cafe so to

[41:04] speak which is great

[41:06] um but how do we now kind of build that

[41:08] online community

[41:09] i would say that's kind of the next

[41:11] stage for us

[41:13] next year yes yeah i mean i talk about

[41:16] this a lot and it um

[41:17] i kind of summarize this is how you

[41:20] convert

[41:21] what i call the passive visitors those

[41:23] people who

[41:24] arrive view and then get on with

[41:27] whatever else they're doing in other

[41:29] systems

[41:29] to be actively engaged um you know

[41:32] they're engaged with the content maybe

[41:34] but

[41:34] are they exercising their voice are they

[41:37] um you know reacting to content

[41:39] sharing a small part of their emotional

[41:41] response to content

[41:42] in the platform and things like that so

[41:44] and i think that's something absolutely

[41:50] yeah exactly and how do we get more

[41:52] leaders on board as well

[41:54] um you know we've been throwing around a

[41:55] few ideas but for example launching this

[41:57] leadership corner on the hub

[41:59] you know to try to build more of a voice

[42:01] from from kind of senior management and

[42:03] get that kind of two-way dialogue going

[42:05] um yeah i think that's that's it's huge

[42:08] potential there

[42:10] and i'm sure before long you'll be able

[42:11] to retire the covert corner and then

[42:14] bring the leadership corner in to

[42:15] replace it and it'll be uh

[42:17] you know really fingers crossed a really

[42:19] good one we all have a transition

[42:22] absolutely absolutely um so

[42:25] what i always like to do because you

[42:27] know i know that it's not a huge amount

[42:30] of time to cover

[42:31] to cover a whole kind of intranet story

[42:33] but what i always like to do

[42:35] you know we get to the kind of these end

[42:37] portions is ask you whether or not you

[42:39] could share

[42:40] um one piece of advice for

[42:43] you know our audience today before we

[42:44] kind of jump into a more kind of

[42:46] freeform q a

[42:47] what one piece of advice would you give

[42:48] to everyone who's thinking about a new

[42:50] employee experience platform a new

[42:52] intranet um you know

[42:54] maybe it'd be something you would have

[42:55] done differently and maybe not

[42:57] but one piece of advice from each of you

[42:59] um

[43:00] who wants to go

[43:05] [Laughter]

[43:11] i think they first spend

[43:14] time and effort to think about what

[43:17] what what are your priorities i think

[43:21] a mistake that you could make is trying

[43:24] to build something and everything at one

[43:26] go

[43:27] i think it's important to to always

[43:29] remember this is

[43:30] an evolving platform so you should start

[43:34] out with something that is core which is

[43:35] your

[43:36] priority and you sort of then build on

[43:38] top of it and you slowly expand your

[43:40] scope of work i think

[43:42] yeah that would be the right approach i

[43:44] would think

[43:45] 100 i think you know it it's critical to

[43:49] be iterative

[43:50] because you know um first and foremost

[43:54] you shouldn't try and boil the ocean

[43:56] that is you know even with the whole

[43:57] army

[43:57] that could be all-consuming um

[44:01] but you know more than that the employee

[44:03] experience changes

[44:04] in response to factors in the world and

[44:07] the environment

[44:08] in the organizational change that you

[44:10] experience so

[44:11] as you've demonstrated you had something

[44:14] set up but you were able to pivot

[44:16] during the pandemic and provide new

[44:18] experiences new content new information

[44:21] to

[44:22] to respond to that change and so the

[44:24] employee experience

[44:25] is iterative by the very nature of the

[44:27] fact that you know

[44:28] we're always experiencing that change so

[44:30] i completely agree i think that's it you

[44:32] start with the

[44:34] you know you start with that core that

[44:36] that's great advice

[44:39] what about you carly what piece of

[44:40] advice or

[44:42] can you give kind of in a similar light

[44:45] to be honest

[44:46] i think it's about balancing having

[44:49] enough

[44:50] resources time energy to get it right

[44:53] and get it right when you launch and

[44:55] then keep it going

[44:56] but at the same time keeping it agile

[44:59] because i think the great thing about

[45:00] the hub

[45:01] is you can change things so

[45:04] quickly you can reconfigure your home

[45:06] page you can switch things around and

[45:08] that's kind of part of the beauty of it

[45:10] so i think it's it's a fine line to kind

[45:13] of keep that balance

[45:14] but yeah you know i think it has been

[45:16] part of our success um

[45:18] you know as we kind of said there's this

[45:20] army of people that make it happen

[45:22] and you need the processes and

[45:23] governance and time to plan accordingly

[45:25] and

[45:26] it's really important i would say to get

[45:28] that right up front

[45:30] um i mean stephen we had have a gosh

[45:32] matt you

[45:33] kind of remember we had so many months

[45:35] and it still felt like you know we could

[45:37] have

[45:38] many months more yeah i mean i think you

[45:41] always want more time

[45:42] but there comes a point where it's not

[45:44] about getting it perfect right

[45:46] it is about just the stephen said like

[45:48] you learn as you go and i think we're

[45:49] still learning you know

[45:51] two and a half years in um or two years

[45:53] in sorry

[45:55] what what makes it work what people

[45:57] connect with

[45:58] what's right for different groups so i

[46:01] think you just got to keep that balance

[46:03] within

[46:03] yeah just just building and keeping it

[46:06] fresh and new over time

[46:07] yeah absolutely absolutely i think those

[46:10] are

[46:10] two solid pieces of advice i think you

[46:13] know um

[46:14] the agility piece is critical and i

[46:16] think that is

[46:18] ultimately um you know a big part of

[46:22] the way the internet market is moving i

[46:24] think you know is these kind of

[46:26] trying to provide these platforms which

[46:28] don't represent a

[46:29] a point-in-time reflection of your

[46:31] requirements you know

[46:33] again because your business is changing

[46:35] and so you're

[46:36] the needs of your people um and that's

[46:39] probably why

[46:40] you know i wouldn't make a great

[46:41] internet manager because because it's so

[46:43] easy i would be changing things

[46:44] all the time so the governance rulebook

[46:48] out the window be like maybe i'll just

[46:49] start over here and see how that goes

[46:51] but

[46:51] um you know but no it's good and

[46:54] do you know when you talked about the

[46:56] agility carly the one thing i was

[46:57] thinking there as well was actually

[47:00] you know you did the seven home pages

[47:01] but then you had the ability to wind

[47:03] back from that and say well actually

[47:05] you know there is a balance between

[47:06] planning and time it takes to maintain

[47:08] versus

[47:09] the reward that you get out of the end

[47:11] of that and you were able to wind back

[47:13] from that just as quickly

[47:14] so you get that kind of ability to trial

[47:17] different approaches

[47:19] as well and kind of do that kind of a b

[47:22] testing kind of scenarios and then

[47:24] um you can always you know put it to one

[47:27] side until until it's needed later

[47:30] for sure okay

[47:34] that's fantastic so yeah thank you very

[47:36] much for sharing your story with

[47:37] everyone i think uh we've now got a good

[47:39] amount of time left to do some

[47:41] some q a yes so thanks very much matt

[47:44] karli and stephen

[47:45] for this session i mean it was really

[47:47] you've covered a lot in the time that we

[47:49] had there

[47:50] and i know we've got some time for

[47:51] questions as well so i was going to ask

[47:53] matt i was going to ask you what your

[47:55] lesson learned is because you you know

[47:57] you're

[47:57] used to doing these sessions for uniley

[47:59] and and i bet people don't really

[48:02] ask you that question so but what i'd

[48:03] like you to do because we've got so many

[48:05] questions that are coming in the chat

[48:06] for for cathay pacific that i want to

[48:09] keep the time for that but i'd like you

[48:10] to write something in the chat so this

[48:11] is your homework

[48:12] you know perfect i should put something

[48:15] in the chat now

[48:17] good learnings from from your experience

[48:19] with the range of clients with unity so

[48:21] so the first question i'm going to kick

[48:23] off uh

[48:25] is about home pages so does each persona

[48:28] get a different home page

[48:30] or is the home page the same but you

[48:32] just serve up different content

[48:34] to them

[48:38] i can take this like that it's yeah it's

[48:40] a it's actually a

[48:42] different home page so so obviously the

[48:45] branding

[48:46] and the color and that kind of thing

[48:47] it's consistent across

[48:49] but i would say it's actually a a

[48:51] different homepage and it's just not

[48:53] the content-wise in terms of what

[48:55] information we're displaying

[48:57] in terms of how things are layout and

[48:59] even the links to

[49:00] applications for example they're all

[49:02] quite different for all the different

[49:04] home pages

[49:06] okay yeah so that's yeah so that's quite

[49:08] it is quite a label intensive thing

[49:10] because you're thinking about each thing

[49:11] so

[49:11] so there's a sort of lead-on question

[49:13] from that it's about

[49:14] what's the sort of split between your

[49:16] digital team and your comms team and

[49:18] you know do you sit together virtually

[49:21] or um

[49:22] you know what's that um actually

[49:25] we're we're neighbors it's just

[49:31] we've probably got about i think two to

[49:34] three so

[49:35] there's two to three people from the

[49:36] digital team and around two to three

[49:38] people from the comms team as well

[49:40] that and that was the team that was

[49:42] working on the program

[49:44] okay yeah but then as mentioned apart

[49:46] from us there's it as well which had a

[49:49] few

[49:49] uh core team from i.t and we've got the

[49:52] wider sort of top champion network as

[49:54] well which

[49:55] looks after their own pages so what do

[49:58] they do in relation to each other then

[50:00] how's that sort of split work with the

[50:02] content

[50:03] do you does digital create the con

[50:06] create the widgets and the pages and

[50:08] comms fill that in for some of the some

[50:11] of the pages or

[50:12] what's the sort of split of the tasks

[50:13] between those two teams um

[50:15] so so comms definitely with the content

[50:18] with they

[50:18] they would actually write the content

[50:20] for all the um

[50:23] that's relevant to everyone and they

[50:25] would also review content that were

[50:27] written by the departments as well

[50:29] so that's from congress perspective but

[50:31] actually even when we were doing the

[50:33] program

[50:34] comms and digital team actually worked

[50:36] together to come up with the design and

[50:38] the layout of the pages as well

[50:40] so because there were all the different

[50:42] widgets and stuff that we needed to use

[50:44] so i think it was a

[50:45] it was a really good collaboration

[50:46] actually between both teams to

[50:48] to agree on which widget to use

[50:51] how is it appropriate in the layout of

[50:53] the pages and so forth

[50:56] that's good i know we've got some

[50:57] content questions now which sort of lead

[50:59] on for that i think kevin's gonna

[51:01] um thanks nicole yeah the the chat board

[51:04] has been on fire

[51:06] with content questions and so starting

[51:09] off

[51:09] and that's very common right we're all

[51:11] working for content is king the things

[51:14] that people go there for

[51:16] uh the question that's coming in one

[51:17] from adriana

[51:19] uh how do you manage the governance of

[51:22] content creation

[51:23] and the approval chains ensuring and i'm

[51:26] going to tie in another question how

[51:27] that content stays really fresh and up

[51:29] to date

[51:32] take that one so i think content for us

[51:34] is kind of split into

[51:36] i would say so my team

[51:39] manages a news information

[51:42] push that we put out i guess to our

[51:44] different audiences

[51:46] um that is largely the approval change

[51:49] just sits with

[51:50] our team so it's our responsibility to

[51:52] manage that

[51:53] um and check that you know the hub is is

[51:55] looking good there's nothing that's

[51:56] broken on the home page

[51:59] all of that if we have an issue or a bug

[52:01] that's where we go knocking on stephen

[52:02] team's door i'm gonna help to fix that

[52:06] we've then got as we said we've got the

[52:07] different persona home page owners so

[52:10] we've got

[52:10] then a comms lead that sits within

[52:12] different functions and they're

[52:14] responsible for managing their content

[52:16] so it might sound a bit complicated but

[52:19] um

[52:20] we have different kind of widgets that

[52:22] have your all company news which we

[52:24] would push out

[52:25] and then you've got your um we call them

[52:28] persona comms teams that manage specific

[52:30] news to their teams

[52:32] and sometimes that has to go through

[52:34] approvals to director or gm just

[52:36] depending on the nature of it

[52:38] but we try to i guess simplify that as

[52:40] much as possible

[52:41] so that's kind of that we target news to

[52:44] different groups so

[52:46] you know from all kind of i guess

[52:48] company-wide news it might be only

[52:50] relevant

[52:51] to let's just say four of the homepage

[52:53] personas so then we would just

[52:55] not push that out to those groups and we

[52:57] would have those discussions with the

[52:59] relevant comms teams as to

[53:01] where content goes each week so we have

[53:03] regular comms meetings for that

[53:05] then on the content the static content i

[53:08] would say that sits on the hub

[53:10] um when that when we i guess

[53:14] created the hub that was there was a big

[53:17] piece of work to go through the approval

[53:19] chain

[53:20] so to speak on that front because we

[53:21] wanted content to be in the same style

[53:23] and tone

[53:24] and you know written in with one cathay

[53:26] voice

[53:27] so we offered a lot of support to our

[53:30] different departments

[53:32] um to make sure that you know they kind

[53:34] of gave the basis of the content but

[53:36] then we helped

[53:37] to to edit and and form it so it was in

[53:40] the right

[53:40] in the right style for us and then

[53:44] the kind of governance piece that sits

[53:45] on top of that

[53:47] is through those regular audits that

[53:49] stephen talked about earlier on

[53:51] so we go to each department and we say

[53:53] you know

[53:54] what's going on make sure it's up to

[53:56] date and it's fresh

[53:57] and we go from there there's a lot in

[54:00] that question but

[54:01] oh there was it but and that's a great

[54:03] answer

[54:04] um the was there a lot of migration

[54:07] that had to happen from your past

[54:10] platform to this one

[54:12] um or uh or yeah basically trying to

[54:14] start from crash

[54:16] it's a great question to be honest there

[54:18] was so much old and outdated content my

[54:20] god so i can see stephen laughing here

[54:22] as well

[54:23] it was just pages and pages that i mean

[54:26] we had just

[54:27] i had a few people in my team just

[54:29] months and months just reviewing old

[54:31] content and then writing new one

[54:33] new content for pages that was a huge

[54:36] huge amount of work it doesn't sound

[54:38] like you did a lift and shift it sounds

[54:40] like it was more sorry

[54:42] no no we didn't we definitely wrote we

[54:44] had to keep some of it

[54:46] yeah yeah but we we largely rewrote

[54:48] content we rewrote the whole site

[54:50] and were there unity resources that you

[54:53] used to be able to

[54:55] make that migration happen yeah i mean

[54:58] unilever's

[54:59] was the team was a critical part of that

[55:01] migration

[55:02] um obviously they couldn't write the

[55:04] content for us but

[55:06] in terms of like how we got it over to

[55:08] the new site for sure

[55:10] stephen did you have some pad

[55:15] no i was just i was just thinking about

[55:16] the the so we made we got everyone to

[55:19] make a

[55:20] list of inventory content inventory from

[55:23] the old site

[55:24] and they had to basically say which one

[55:27] is still relevant

[55:28] which ones they needed to delete and

[55:30] then for the relevant ones

[55:32] we then said all right you need to

[55:33] rewrite this content

[55:35] to make sure it's aligned with the whole

[55:37] yeah so it wasn't he was huge exercise

[55:40] i can see you still really living the

[55:41] trauma there stephen

[55:42] [Laughter]

[55:45] you know

[55:54] yeah we've got a ton more questions i

[55:58] want to remind everyone that we've got

[55:59] another

[56:00] uh after our session coming up next but

[56:02] i'm going to throw it back over to you

[56:04] nicole

[56:05] yeah yeah i was going to ask one about

[56:06] hub champion so you talked about the

[56:08] people that are looking after the news

[56:09] or the persona news

[56:11] are they the same people as the hub

[56:13] champions and how did you find

[56:15] hub champions did you and engage them

[56:18] and keep them engaged really that's

[56:19] that's a an interesting question i think

[56:24] so yeah so how we so the hub champions

[56:28] we basically got the um the the general

[56:31] manager for each department

[56:33] to nominate a hub champion so

[56:36] it wasn't it wasn't a voluntary thing

[56:38] they were nominated

[56:40] um then once they were nominated we

[56:43] first of all included them very much in

[56:45] the whole program so we wanted to make

[56:47] them feel that they are part of it they

[56:49] are

[56:49] helping to build this platform so there

[56:52] was a sense of ownership

[56:53] from them and we

[56:56] we trained them up to make sure that

[56:58] they knew how to build pages how to

[57:00] update content and so forth

[57:02] um and i think probably we don't do it

[57:04] as often now but i think the intention

[57:06] is we do sort of have engagement with

[57:09] them either by

[57:10] with there was a site before where there

[57:12] was a hub champion

[57:14] page that we've created so the hub

[57:16] champions can actually go there and

[57:18] share information

[57:19] any best practice that they've done um

[57:22] so it's quite interactive within the

[57:23] half champions

[57:24] and we usually have like a catch up with

[57:28] the hub champions as well just to give

[57:29] them an

[57:30] update on what are new what are some of

[57:32] the new product features that are coming

[57:33] up how they can actually use it

[57:36] um and we'll also share some i don't

[57:39] know exciting news or

[57:40] guidelines that we've got so yeah so

[57:42] that's how we sort of keep them engaged

[57:44] throughout the year as well

[57:45] thanks steven that's good well we've got

[57:47] lots more as kevin said we've got lots

[57:49] more

[57:49] questions in the chat which which we

[57:51] thought we will bring over into the next

[57:53] half hour but

[57:54] we do appreciate that some people can

[57:56] only escape for an hour from their day

[57:57] to day so

[57:58] if you need to go um then we'll just be

[58:01] finishing up now i'll hand over

[58:02] to you kevin just to finish this session

[58:04] oh i wanna

[58:05] it's a shame to interrupt the flow

[58:08] i want to thank uh thank all of our

[58:10] guests for their insight and responses

[58:12] to the questions

[58:13] and thank you to all of you as well for

[58:15] joining us today we've got just a couple

[58:17] of minutes left before going to our

[58:18] optional

[58:19] overtime session where everyone is

[58:21] invited to engage further

[58:23] and dig deeper into what we've been

[58:24] discussing today

[58:26] and we'll also be sending out a learn uh

[58:28] survey to learn what you thought of this

[58:30] technology exchange

[58:31] any ideas on how we can improve the

[58:33] experience

[58:35] now however nicole is going to tell you

[58:37] about a couple of upcoming events that

[58:39] we think

[58:39] that you might be interested in yeah

[58:42] just very briefly so

[58:43] nature work is a key topic in all of our

[58:45] dwg conversations at the moment so

[58:48] we're inviting you to join our movement

[58:50] by registering your interest in the

[58:52] natural work festival which will be in

[58:53] autumn

[58:54] you can also listen to our new podcast

[58:56] on the topic which you just launched

[58:58] or by the book co-authored by dwg's paul

[59:00] miller and shimrit james which as well

[59:02] as looking beautiful i have a coffee

[59:03] here look look at how lovely that is

[59:06] it explains the themes and ethos and

[59:08] we've posted links into the chat

[59:10] um now please please join us for

[59:12] overtime like i said we didn't really

[59:14] want to um

[59:16] spoil the flow of all those questions we

[59:17] were getting there but um

[59:19] but we realized that some people have to

[59:20] go so for those people thank you very

[59:22] much for joining us and we hope to see

[59:24] you at another event soon

[59:27] for everybody else we're now entering

[59:30] overtime kevin

[59:31] yes indeed we're now entering a less

[59:34] formal part of our program where we can

[59:35] chat

[59:36] about what we just heard and also ask

[59:38] speakers whatever we want

[59:40] share our views too uh basically just

[59:42] share

[59:43] to manage the quality of the audio

[59:45] experience for everyone

[59:47] we're going to ask you to stay on mute

[59:49] until called upon

[59:50] and then we'd like you to use the chat

[59:52] panel to let us know what you'd like to

[59:54] ask or say that way we can coordinate

[59:56] who we call on to keep the conversation

[59:58] flowing

[01:00:00] okay so we've as i said we've got lots

[01:00:02] of questions so i think that uh

[01:00:04] there's a couple about integration so

[01:00:07] we've got one here

[01:00:08] um were there integrations with any

[01:00:11] other platforms apart from office 365

[01:00:14] that you have to go to

[01:00:17] um yes i'll take that one so yes we do

[01:00:20] um so for example the roster

[01:00:22] widget that was shown before where the

[01:00:24] crew can see

[01:00:25] when when they're rusted to go on

[01:00:27] flights that was actually integrated

[01:00:29] with our rostering tool so hence we're

[01:00:32] getting the data from the washing tool

[01:00:33] and it also sends a notification if

[01:00:35] there's a roster change

[01:00:36] so we have that actually there's another

[01:00:39] cool integration that we didn't

[01:00:40] highlight

[01:00:41] it's we actually have integration with

[01:00:43] our

[01:00:44] core hr system as well so if

[01:00:48] if if it's my birthday or my work

[01:00:51] anniversary

[01:00:52] there's actually a banner that comes out

[01:00:54] on the home page that says happy

[01:00:55] birthday or happy work anniversary so

[01:00:58] we've got that so it feels

[01:00:59] a lot more personalized as well so we've

[01:01:02] got that integration as well

[01:01:03] yeah and someone asked as well is there

[01:01:06] an aim to

[01:01:06] integrate the employee recognition perks

[01:01:09] or

[01:01:10] hr but that sort of part of that you're

[01:01:13] leading in

[01:01:13] into other um sort of that interaction

[01:01:16] with employees or have you got more

[01:01:18] plans to integrate more things basically

[01:01:21] we definitely have more plans to

[01:01:22] integrate uh so i'll definitely

[01:01:24] catch up with matt to see what we can do

[01:01:27] as i was saying i think um like

[01:01:28] we're we're sort of implementing a new

[01:01:30] training system learning and training

[01:01:32] system

[01:01:33] i think what would be really cool is

[01:01:34] that when i go into the hub i can

[01:01:36] actually see what are my

[01:01:38] upcoming uh learning or training

[01:01:40] sessions that i've got planned

[01:01:42] and yeah so that kind of integration i

[01:01:44] think it will make the employee

[01:01:45] experience a lot better

[01:01:47] so a question for matt then um

[01:01:51] you know the integration roadmap for

[01:01:53] uniley do you just take people

[01:01:55] what people want for integration and

[01:01:56] trying to build that in or

[01:01:58] you know how does that work oh actually

[01:02:02] um this is something that we're

[01:02:05] particularly

[01:02:06] proud of at uniley around our roadmap

[01:02:09] in fact what i may do is just very

[01:02:12] briefly

[01:02:12] share my screen here um

[01:02:16] and just kind of show you a little bit

[01:02:19] of this

[01:02:20] um but uh ultimately what we have

[01:02:23] on our roadmap we have uh two kind of

[01:02:26] key features so let me just

[01:02:28] click share on that um so we've got kind

[01:02:31] of

[01:02:31] two key elements to our roadmap the

[01:02:33] first is something that we call

[01:02:34] ideation and it's uh part of our

[01:02:37] universe

[01:02:38] customer community portal so

[01:02:42] um this portal is where any yearly

[01:02:44] customer can log in

[01:02:46] and they can engage with you know guide

[01:02:48] content and things like that

[01:02:50] um and and with their peers but more

[01:02:53] importantly

[01:02:54] it includes this ideation feature which

[01:02:56] allows customers to submit ideas for our

[01:02:59] product roadmap

[01:03:00] which can then be voted on by the

[01:03:02] customer community

[01:03:03] which then translates into uh things

[01:03:06] that end up

[01:03:06] on the roadmap um so i can say show me

[01:03:09] feature or requests that came from

[01:03:11] ideation

[01:03:12] um it might be something small like they

[01:03:15] want like a

[01:03:16] you know a button that they can put on

[01:03:17] any page for instantly following it

[01:03:20] and then what we can do is essentially

[01:03:22] uh you know

[01:03:23] take that request design it up and

[01:03:26] deliver it via the product so

[01:03:28] we actually our roadmap is very much

[01:03:30] partnership

[01:03:31] and out of the box integrations with our

[01:03:34] products

[01:03:34] is covered by that and so recently in

[01:03:37] terms of

[01:03:38] expanding our list of out-of-the-box

[01:03:40] integrations we undertook something

[01:03:42] called the great apps

[01:03:43] survey with our customer community which

[01:03:46] gave them a chance to tell us all the

[01:03:47] different applications they use

[01:03:49] and then we were able to pick the common

[01:03:52] applications across

[01:03:53] our customer community and start to

[01:03:55] build out of the box integrations with

[01:03:57] them

[01:03:58] so that covers a broad number of

[01:04:00] different applications but

[01:04:01] uh you know big things like salesforce

[01:04:03] servicenow

[01:04:04] slack um google workspace is a great

[01:04:08] deal of work we've done around google

[01:04:09] workspace integration as well um

[01:04:12] just to name a few and although it's

[01:04:15] worth noting that um

[01:04:18] uh you know that's not the kind of only

[01:04:21] route to

[01:04:22] achieving integrations you know while

[01:04:23] we're trying to add as many of the

[01:04:25] the common integrations out of the box

[01:04:27] there are some which are

[01:04:28] quite unique to certain clients and

[01:04:30] those can always be accommodated too

[01:04:34] okay now thanks matt thanks that's

[01:04:36] awesome that's really good

[01:04:37] to see that there's you know that

[01:04:38] feedback where you're sort of closing

[01:04:40] that loop from what people need as

[01:04:42] things change it's about that agile

[01:04:43] approach that was spoken about earlier

[01:04:45] really you know

[01:04:46] yeah absolutely there is a sort of a bit

[01:04:49] of a follow-up question to that can you

[01:04:50] integrate with benefit vendors or other

[01:04:52] external providers so i guess that's

[01:04:54] just people

[01:04:55] putting putting those bids in and seeing

[01:04:57] where it takes you or how it gets

[01:04:59] surfaced to to be part of a development

[01:05:02] really

[01:05:03] yeah absolutely and i think what we

[01:05:06] actually built into the product

[01:05:07] you know fundamentally was an open

[01:05:10] integration framework

[01:05:11] predicated on a very modern

[01:05:13] authentication model

[01:05:15] so we support integrations with

[01:05:19] any kind of web applications that have

[01:05:22] the appropriate and relevant web apis

[01:05:26] exposed and support the oauth 2.0

[01:05:30] authentication model which is a highly

[01:05:31] secure model for

[01:05:34] the two applications to talk to one

[01:05:36] another essentially

[01:05:37] so the integration framework is

[01:05:41] you know could loosely be described as

[01:05:43] limitless

[01:05:44] in terms of what applications can be

[01:05:46] kind of integrated

[01:05:48] um you know it's all just about setting

[01:05:50] the appropriate priorities with with the

[01:05:53] different

[01:05:53] clients okay now thanks but we've got a

[01:05:57] few

[01:05:57] quite a few more questions coming in and

[01:05:58] i know uh kevin's teaching them up but

[01:06:00] there's a couple of questions about

[01:06:01] languages

[01:06:03] so i don't know if the because they're

[01:06:05] uh carly and stephen have decided to

[01:06:07] stay on even though it's

[01:06:08] silly o'clock where you are i'm very

[01:06:09] much appreciative of that but

[01:06:12] for all three of you got any um insights

[01:06:14] about languages or working with

[01:06:16] languages on on the platform you know

[01:06:17] what can it do and and what have you

[01:06:19] guys done with them if anything yet or

[01:06:21] is that

[01:06:21] later on in your room well

[01:06:25] i'll ask uh i'll ask steven what you can

[01:06:28] do

[01:06:28] and then we'll skip to kathy to see what

[01:06:30] see what we've been doing

[01:06:32] [Music]

[01:06:33] so yeah i think that's sorry i'll ask

[01:06:36] matt first to what you mean

[01:06:38] no worries i was going to say you know

[01:06:40] [Laughter]

[01:06:45] so yes um translation and multilingual

[01:06:48] is

[01:06:48] a big part of our platform uh not just

[01:06:51] for translating your kind of

[01:06:52] communications but for translating

[01:06:54] whole pages like even your static

[01:06:56] information pages say around

[01:06:58] covert and things like that so

[01:07:02] the approach is essentially is twofold

[01:07:05] we have a built-in ai based

[01:07:08] machine translation function we also

[01:07:11] have the option to

[01:07:12] manually translate any content um into

[01:07:15] dozens of different languages

[01:07:17] that are configured on a client by

[01:07:19] client basis so

[01:07:21] you know you would start the project

[01:07:23] tell us what languages you wanted to

[01:07:24] support

[01:07:25] then you have the option to one click

[01:07:27] translate using machine translation

[01:07:29] or you can manually translate content

[01:07:31] into multiple different languages

[01:07:33] the final option is that kind of hybrid

[01:07:34] approach where you machine translate

[01:07:36] first

[01:07:37] and then look to make it closer to word

[01:07:40] perfect by editing after the fact

[01:07:42] so um you know that covers as i

[01:07:45] mentioned

[01:07:45] all parts of the product from navigation

[01:07:48] to menus

[01:07:50] to the page content itself through to

[01:07:52] your news articles

[01:07:53] it's all covered by this this

[01:07:55] translation engine

[01:07:58] okay stephen and carly does this are you

[01:08:01] using any of this functionality yet or

[01:08:03] is it something you're planning to do

[01:08:06] i don't think we used a lot of this

[01:08:08] because i think the hub majority is all

[01:08:10] english

[01:08:11] but i think in japan and probably career

[01:08:14] they might have some like maybe one or

[01:08:18] two page where they have

[01:08:19] used um different language to present

[01:08:22] some of the content but it's still very

[01:08:23] minimal

[01:08:24] at the moment yeah because i know other

[01:08:27] people we work with they start and then

[01:08:29] they're trying to roll that out later

[01:08:30] sorry carly to interrupt you

[01:08:31] no i was just going to say it's more on

[01:08:33] the news front if anything

[01:08:35] places like china the mainland

[01:08:39] yes stephen mentioned japan korea a few

[01:08:42] of the other asian countries they

[01:08:44] they definitely do a lot of venues in

[01:08:47] their local language but i will say it's

[01:08:49] very much at a manual point at the

[01:08:51] moment

[01:08:52] um so you know maybe the next stage for

[01:08:54] them is looking at another automated

[01:08:56] approach

[01:08:58] oh thank you for that that's great

[01:09:02] having anything else in the chat that we

[01:09:04] can oh i had uh

[01:09:05] we have a uh something coming from the

[01:09:08] from the audience a question and a

[01:09:10] follow-up on our favorite topic which

[01:09:12] was migration

[01:09:14] um specifics how many pieces of content

[01:09:17] did that you had to review and how long

[01:09:20] did it take

[01:09:20] to complete that migration process to

[01:09:23] review it

[01:09:24] write the content upload the content how

[01:09:26] many staff members did it take to do

[01:09:28] this what kind of army did you have

[01:09:30] to make this happen

[01:09:33] that's the question

[01:09:35] [Music]

[01:09:46] it's it's interesting first because we

[01:09:48] sort of did it um

[01:09:50] in the phase approach so we didn't go

[01:09:52] out in one big bang so we did it in

[01:09:54] phase approach

[01:09:55] our first rollout was basically content

[01:09:59] that was relevant for the whole

[01:10:01] enterprise so they weren't

[01:10:03] department-specific sort of

[01:10:05] content and for that one i think

[01:10:08] so kali we had about three

[01:10:12] content writers i think that we hired

[01:10:15] for part time

[01:10:16] to help with uh rewriting of content

[01:10:19] and also helping to review content

[01:10:24] yeah those people were solely focused on

[01:10:27] just content ready for the

[01:10:34] and how many how many pieces of content

[01:10:37] was that

[01:10:37] was that for i mean i'm thinking it was

[01:10:40] thousands right

[01:10:43] yeah it would have been i can't give you

[01:10:46] an exact

[01:10:47] number but you know it was thousands

[01:10:50] i mean yeah but basically as we said

[01:10:52] building a new

[01:11:10] this is a this is a question that i

[01:11:12] always ask in any content migration

[01:11:15] and and that is uh what percentage of

[01:11:18] the content were you able to

[01:11:20] were you able to eliminate uh you know

[01:11:22] was it

[01:11:23] i've heard 70 i've heard 60

[01:11:26] sometimes you hear 80. for you what was

[01:11:29] your experience what what percentage

[01:11:31] of content were you able to leave behind

[01:11:34] i would

[01:11:35] say 60 to 70 percent probably

[01:11:38] i remember there was a lot of content

[01:11:41] that was redundant actually

[01:11:42] when we went through the masters even

[01:11:45] even more i was so

[01:11:46] slightly more even because i guess you

[01:11:48] got to bear in mind

[01:11:50] i mean this internet that existed was

[01:11:52] like 20 years old so we were starting

[01:11:55] with a

[01:11:55] whole from a whole new perspective right

[01:11:59] of just you know the information

[01:12:01] architecture that sat there we wanted to

[01:12:02] map out the whole

[01:12:04] you know customer sorry employee

[01:12:06] experience from recruitment through to

[01:12:09] farewell and that kind of i guess

[01:12:11] position the whole site for us we've got

[01:12:13] a section that's called my cafe and that

[01:12:15] was

[01:12:16] everything from scratch so it just the

[01:12:18] nature of the content was just

[01:12:20] very very different so i i think yeah

[01:12:23] because

[01:12:23] 17 to 80 percent of it was

[01:12:26] and that's where it becomes like an

[01:12:28] archive as well doesn't it really yeah

[01:12:30] and you've got people wanting to get rid

[01:12:32] of it because it's like but we've always

[01:12:34] had that i just want it there just in

[01:12:36] case

[01:12:36] and all right and you know what we did

[01:12:38] do as well with the news i mean a lot of

[01:12:40] the news obviously was outdated from

[01:12:42] the 90s or the 80s or whenever it was

[01:12:44] but we did go through a process and i

[01:12:46] think

[01:12:47] our period was three years before

[01:12:50] we launched we reviewed all of that news

[01:12:54] and we selected the key pieces that we

[01:12:56] wanted to migrate over and that was a

[01:12:58] whole nother piece of work

[01:12:59] to upload that just for purposes of

[01:13:03] archive as you said you know just so we

[01:13:05] don't lose that

[01:13:06] um that content just just i've got a

[01:13:09] question

[01:13:10] kevin i don't know if you um so using

[01:13:13] other comms channels if you've got

[01:13:15] someone's asked if you've got other

[01:13:16] comms channels as well as the um

[01:13:19] the hub and and if so what are they and

[01:13:22] then that maybe leads into

[01:13:24] into um matt because you can explain a

[01:13:27] little bit about

[01:13:28] you know what you need can do as well as

[01:13:30] the straight

[01:13:31] um you know site really site building so

[01:13:34] do you want one of you i guess that's

[01:13:36] you carly go first

[01:13:38] sure yeah i mean as i said um from the

[01:13:40] start the hub is definitely our glue and

[01:13:43] the one-stop shop where we want everyone

[01:13:44] going you know in a nicer world they

[01:13:46] open up their the hub in the morning

[01:13:49] afternoon and end of day right but

[01:13:51] we do have other channels that we use so

[01:13:53] we do rely

[01:13:54] quite heavily on email for

[01:13:57] important updates that have to go to

[01:13:59] employees we do a lot of e-newsletters

[01:14:01] as well

[01:14:03] we've also got social media whilst we

[01:14:06] don't use that

[01:14:07] heavily we do have plans to look at that

[01:14:11] integration with the hub

[01:14:13] um so those are our kind of key digital

[01:14:16] channels i would say and then we've got

[01:14:18] a host of

[01:14:19] your offline channels as well um

[01:14:22] you know from from posters to digital

[01:14:24] screens to you know your physical spaces

[01:14:27] around the building

[01:14:28] say um and all of those the other

[01:14:31] offline spaces that we use around

[01:14:33] buildings

[01:14:35] thanks carly i uh i came from a

[01:14:38] communications background as well and i

[01:14:40] remember

[01:14:41] when i was in communications one of the

[01:14:43] biggest challenges

[01:14:45] was that everyone of course felt that

[01:14:49] their message was the most important

[01:14:50] message that

[01:14:51] everyone in the organization needs to

[01:14:54] hear

[01:14:55] and so much of my our time was spent um

[01:14:58] negotiating or or talking with people

[01:15:01] and helping him get to the right place

[01:15:02] has how has this new system

[01:15:06] with the ability to be able to target

[01:15:07] messaging to different personas has that

[01:15:10] been a help

[01:15:11] in in managing those content producers

[01:15:15] yeah absolutely and again like we have

[01:15:17] guidelines and governance on how we do

[01:15:19] this and a lot a big part of it is

[01:15:21] education right

[01:15:22] you know what's the right content for

[01:15:25] different groups

[01:15:26] you know some people think that their

[01:15:27] content is really important and needs to

[01:15:29] go to everyone whereas you know looking

[01:15:30] at it from a commerce perspective you

[01:15:32] might argue something differently

[01:15:34] um so it's definitely helped us and i

[01:15:37] think the great thing about

[01:15:38] the hub is we have our core news

[01:15:41] and articles that we can post but if

[01:15:43] something like let's just say an i.t

[01:15:45] update we don't have to have a news

[01:15:47] article about that you can have a little

[01:15:48] what we call

[01:15:49] news ticker that runs across the top of

[01:15:51] the page right which is just

[01:15:53] okay there's going to be an outage of so

[01:15:55] and so system today so there's different

[01:15:57] ways that we can

[01:15:58] i suppose position and place news across

[01:16:01] the hub

[01:16:03] and that's really helped us i mentioned

[01:16:05] push notifications to people's mobiles

[01:16:07] before another really great

[01:16:09] um tool for us that we use or feature

[01:16:12] rather

[01:16:13] um so yeah there's different ways to do

[01:16:15] it for sure

[01:16:16] so on that map can you explain a little

[01:16:18] bit about that sort of

[01:16:20] functionality that uniley has that can

[01:16:23] help with that

[01:16:24] and then and then after that we've got a

[01:16:26] bit of a question about the percentage

[01:16:28] usage of desktop and mobile which sort

[01:16:30] of links in there so

[01:16:31] i don't know if you if you've got some

[01:16:32] stats about your client base

[01:16:34] map but then that obviously then you can

[01:16:36] dig into

[01:16:38] um carly and steven about their

[01:16:40] experience on on that side of things as

[01:16:41] well but

[01:16:43] yeah absolutely so um again

[01:16:46] i'm just gonna pop my screen up just for

[01:16:48] one second because i think there's

[01:16:50] a couple of things that are probably

[01:16:52] worth calling out i think

[01:16:54] um firstly i loaded up the site and it

[01:16:57] just kind of switched it into into a

[01:16:58] mobile view so

[01:17:00] our audience today can get a feel for

[01:17:01] what um you know what frontline workers

[01:17:03] might experience via the mobile app

[01:17:06] so you know our kind of comms home page

[01:17:07] for example with content for you maybe

[01:17:09] even trending content

[01:17:11] and one of the things that we actually

[01:17:13] deliver via the app itself

[01:17:15] which unfortunately you can't access

[01:17:18] and via a browser but you can via a

[01:17:20] mobile app is

[01:17:21] a feature called offline reading and so

[01:17:24] actually

[01:17:25] and this was in large done as part of a

[01:17:29] kind of method to engage those highly

[01:17:31] disconnected workers

[01:17:32] such as you know cabin crew at 30 000

[01:17:36] feet

[01:17:36] and it allows um it allows through our

[01:17:39] platform for

[01:17:40] those people to download their news

[01:17:42] articles into their mobile

[01:17:44] app um so it's not necessarily been

[01:17:46] switched on

[01:17:47] uh you know for all clients but it is

[01:17:49] available to all clients that think

[01:17:51] that's a useful tool

[01:17:52] and it kind of aligns to consumer trends

[01:17:55] if anybody here has the netflix app for

[01:17:57] example

[01:17:58] on their phone um when they're traveling

[01:18:00] or anything like that and it's like you

[01:18:01] can download your favorite shows for

[01:18:02] later

[01:18:03] i guess our vision or our hope is that

[01:18:05] those frontline staff are downloading

[01:18:07] their internal cons articles onto their

[01:18:09] phone

[01:18:09] and getting that out instead so that's

[01:18:12] another lofty aspiration for anybody uh

[01:18:16] you know out there with frontline staff

[01:18:18] um so the offline reading thing i think

[01:18:20] is is

[01:18:21] quite interesting um you know especially

[01:18:23] when you talk about frontline workers

[01:18:25] and the other thing i would draw on is

[01:18:28] uh our broadcast center which allows you

[01:18:30] to kind of

[01:18:31] use pre-configured templates to design

[01:18:35] uh design emails and send them out to

[01:18:38] your internal audiences and so

[01:18:41] i'm here i'm just showing one template

[01:18:43] which is kind of like

[01:18:44] a comms roundup style email and it has

[01:18:47] you know your latest articles

[01:18:49] and it also has a section which is

[01:18:51] personalized to the user as well

[01:18:53] so it's actually able to draw on the

[01:18:55] preferences of a user in the system

[01:18:58] and compile that into an email which is

[01:19:00] then you know

[01:19:02] delivers unique content to each

[01:19:04] individual receiving that same email

[01:19:06] so the layout might be the same but the

[01:19:08] content within that email will be

[01:19:09] different for each person

[01:19:11] and so kind of taking the ability to

[01:19:14] personalize comms feeds but then kind of

[01:19:16] pushing that through to the email side

[01:19:17] of things as well

[01:19:19] and this is all kind of built with a

[01:19:20] flexible set of kind of rows

[01:19:23] and lightweight configuration so you can

[01:19:25] kind of just click into this

[01:19:27] um and you can see you've got your pick

[01:19:29] from your brand colors

[01:19:30] setting header logos um you know

[01:19:33] filling in text and then when it comes

[01:19:35] to articles you can literally no copy

[01:19:38] and paste

[01:19:38] you just pick them from the system so it

[01:19:41] kind of does away with the

[01:19:44] you know the old school uh approach it

[01:19:45] kind of copy and paste this news article

[01:19:48] title and description into this email

[01:19:50] sender

[01:19:51] put a link at the bottom it all gets

[01:19:53] wrapped up and then it's also

[01:19:55] of course covered by the analytics um

[01:19:58] of our platform that drives people back

[01:20:00] into the system

[01:20:01] so how do you re-engage you know over

[01:20:04] time

[01:20:04] nurturing employee engagement by

[01:20:07] what we we describe it as uh you know

[01:20:10] going to where your users are

[01:20:12] you know you start by creating a trusted

[01:20:15] portal that they can visit on demand

[01:20:17] and then you can also look to reach out

[01:20:20] to them in the other systems that they

[01:20:21] operate across and bring them back

[01:20:23] to the hub and through things like email

[01:20:26] so just a couple of a couple of features

[01:20:29] that i thought it might be nice just uh

[01:20:31] just to kind of talk about or show there

[01:20:34] um

[01:20:35] you know within our demo site today yeah

[01:20:37] and that's really helpful because it

[01:20:38] shows that it's just not more than

[01:20:40] more than just pages you know there's

[01:20:41] more functionality there as well which

[01:20:43] people might not be aware of

[01:20:45] um just on that thinking about the

[01:20:47] mobile

[01:20:48] and um desktop sort of

[01:20:52] split how have you found that amongst it

[01:20:55] obviously i expect mobile is growing you

[01:20:57] know but is it growing

[01:20:58] really quickly or much quicker since the

[01:21:01] last year or

[01:21:02] what what's your gut feeling there and

[01:21:03] then we'll ask carly how you're

[01:21:05] finding that in your organization um

[01:21:09] so it's a great question so actually one

[01:21:12] of the things we can do um

[01:21:14] to help our clients is look at these

[01:21:16] kind of broad trends

[01:21:18] that kind of anonymized across our

[01:21:19] entire client base what is mobile

[01:21:21] adoption

[01:21:22] for people using the early system and i

[01:21:25] think at the moment

[01:21:26] and you know broadly speaking it's

[01:21:28] somewhere in the region of

[01:21:29] three to four percent um of the kind of

[01:21:32] page views for example

[01:21:34] are coming through mobile devices um

[01:21:37] which isn't necessarily

[01:21:38] um that surprising however we are seeing

[01:21:42] that number rapidly increasing as you

[01:21:45] mentioned

[01:21:45] and that trend has really actually uh

[01:21:48] you know

[01:21:48] started um from about the beginning of

[01:21:53] this year

[01:21:54] so i think it's taken a while for us to

[01:21:56] see that kind of

[01:21:57] growth in mobile adoption because i

[01:21:59] think you know pre

[01:22:02] uh you know pre-pandemic it was maybe

[01:22:04] treated as a nice

[01:22:06] and nice to have kind of yeah it looks

[01:22:08] great in mobile as well

[01:22:09] and then there were organizations like

[01:22:12] like cafe and others that really focused

[01:22:14] on it and said well you know we need to

[01:22:15] make sure

[01:22:16] the mobile piece of the platform is

[01:22:19] all single dancing just as good as the

[01:22:21] desktop but now i think

[01:22:23] that balance is is shifting and more

[01:22:25] organizations

[01:22:26] are paying attention to the opportunity

[01:22:28] to engage even your desk workers

[01:22:30] i mean you know even myself for example

[01:22:34] i catch myself eating lunch

[01:22:36] and i'll get my phone out and i'll read

[01:22:39] like you know

[01:22:40] stories from our own intranet um you

[01:22:42] know

[01:22:43] and there's been some really great ones

[01:22:45] actually recently from

[01:22:47] uh some people internally have posted

[01:22:48] some great blogs recently about

[01:22:50] being a digital workplace leader and

[01:22:52] things like that which i've just been

[01:22:53] you know really interested in and

[01:22:55] i think there's a lot of opportunity

[01:22:57] yeah so you're a model student for

[01:22:58] someone like carly who works here

[01:23:06] what about you guys then yeah yeah

[01:23:08] you've got such a mobile workforce

[01:23:09] anyway

[01:23:10] but um yeah yeah i mean that was our

[01:23:12] principle right and building mobile

[01:23:14] first so very different approach

[01:23:16] um you see the stats here really vary

[01:23:19] across different audience groups so

[01:23:21] for pilots on the one extreme i think

[01:23:24] you see like

[01:23:25] 70 to 80 sorry stephen correct me if i'm

[01:23:28] wrong here but

[01:23:29] yeah 70 to 80 percent of them view

[01:23:31] mobile versus desktop

[01:23:33] and then you come to head office and you

[01:23:35] get 70

[01:23:36] 70 or so on desktop and 30

[01:23:39] on mobile um cabin crew is about 50 50.

[01:23:42] it just really depends on the audience

[01:23:45] group but you definitely notice those

[01:23:46] differences

[01:23:48] okay kevin there was another question

[01:23:52] we've got a question here from hans and

[01:23:54] and what he's asking he's asking about

[01:23:56] content and to what extent

[01:23:58] at cafe pacific you you plan

[01:24:01] proactively your user content

[01:24:07] is that when you say user content is in

[01:24:10] just proactive

[01:24:12] news and information is i think

[01:24:15] probably both uh you know in the news

[01:24:18] and the in the messaging of course

[01:24:20] but also uh do you also have a proactive

[01:24:22] content plan

[01:24:23] for the non-news for the more evergreen

[01:24:26] things that you have

[01:24:28] definitely yeah we have a full editorial

[01:24:30] character that we look at

[01:24:32] weekly daily and plan out we've got

[01:24:34] different slots in terms of how we post

[01:24:36] new

[01:24:37] news um if you're reactive and proactive

[01:24:41] that is 8 a.m 12 p.m and 5 p.m just

[01:24:44] just if anyone's interested that's just

[01:24:46] how we manage things um it just helps to

[01:24:48] make things a bit easier at our end but

[01:24:50] also looking at the time

[01:24:51] at which people visit the hub which is

[01:24:54] helpful

[01:24:55] um so yes you've got to keep that

[01:24:57] constant flow of information i think

[01:24:59] that's

[01:25:00] key for us it's finding that balance of

[01:25:02] letting things cycle

[01:25:04] on the home page um you know giving that

[01:25:07] a couple of

[01:25:07] days or you know a bit of breathing

[01:25:09] space before it kind of pushes into the

[01:25:11] archives so

[01:25:13] we do balance that quite carefully very

[01:25:16] good very good

[01:25:17] uh do you have a blogging uh presence

[01:25:20] at cafe pacific

[01:25:23] you know what because we're a travel

[01:25:25] company we launched an area of the hub

[01:25:27] called footprints which is all about

[01:25:29] travel content

[01:25:30] um which you know obviously

[01:25:32] unfortunately now has not been the best

[01:25:34] part of the site but

[01:25:35] um that was supposed to be

[01:25:37] user-generated content and that launched

[01:25:39] really well and we certainly have

[01:25:40] ambitions to continue that swamps cover

[01:25:42] this behind us

[01:25:44] um but as i mentioned before that whole

[01:25:45] kind of leadership piece is an area that

[01:25:47] we want to get into and do more of and

[01:25:49] that's where i think the blogs and again

[01:25:50] user generated content can come into

[01:25:52] effect much more heavily

[01:25:55] thank you very much we've not got very

[01:25:57] much time left but i just wanted to

[01:25:59] speak to matt really so you know we've

[01:26:02] had lots of questions all about qualms

[01:26:04] and content and people that come to our

[01:26:05] events are really interested in sort of

[01:26:07] the nuts and bolts and how and they can

[01:26:08] manage their sites and and what um

[01:26:11] products can do for them and how they're

[01:26:13] gonna you know

[01:26:14] manage it on a day-to-day basis now i

[01:26:16] know that you've got lots of good input

[01:26:18] about how the system works in the back

[01:26:20] end and all the functionality so

[01:26:22] how can people find find out more about

[01:26:24] that obviously you've got the

[01:26:25] your um your event later on in the year

[01:26:29] is there anywhere else that you would

[01:26:30] point people to to to look out you know

[01:26:32] if they want

[01:26:33] more demos because you know we didn't

[01:26:35] have that much good because we've got so

[01:26:36] many questions but we didn't have that

[01:26:37] much time to do an actual demo of the of

[01:26:39] the system

[01:26:41] but i know those other times you know

[01:26:44] yeah absolutely so there's a couple of

[01:26:46] things i'd say to

[01:26:47] to all the participants today first and

[01:26:49] foremost i'm glad that you

[01:26:50] uh you focused on getting all the great

[01:26:53] insights out of carly and stephen

[01:26:55] and because you know there's plenty of

[01:26:57] time to to look at the product to look

[01:26:59] at the demo

[01:27:00] but um not as much opportunity to speak

[01:27:02] to people like this who have

[01:27:04] been there done it and have these like

[01:27:05] lessons from the front line so

[01:27:08] i'm glad there's lots of lots of

[01:27:10] opportunity to talk to them and share

[01:27:11] their insights

[01:27:12] if you are interested in learning more

[01:27:14] about the product and

[01:27:16] kind of what it does i think a great

[01:27:18] starting point is unity.com

[01:27:20] you will see a kind of breakdown of the

[01:27:22] features of our products as a starting

[01:27:24] point

[01:27:24] and you'll also find kind of written

[01:27:27] case studies

[01:27:28] um and video case studies which will

[01:27:30] kind of again

[01:27:32] provide you more insights especially if

[01:27:34] for instance you're looking for things

[01:27:35] specific to your vertical your industry

[01:27:37] you might find other case studies that

[01:27:39] really help kind of bring this to life

[01:27:40] for you

[01:27:41] and otherwise you know you can contact

[01:27:44] myself via linkedin

[01:27:45] or contact us via the unity website and

[01:27:48] you know we're happy to kind of talk to

[01:27:49] you about about the products and

[01:27:51] showcase more of the functionality there

[01:27:52] too

[01:27:53] so um yeah just keep the

[01:27:56] keep the conversation going and contact

[01:27:58] us however works for you

[01:28:02] thanks very much matt thank you shall we

[01:28:04] call it a wrap nicole

[01:28:06] well i think we're better that's us

[01:28:08] practically at times so i think so

[01:28:10] so um we hope this was a valuable

[01:28:12] session and thanks everybody that stayed

[01:28:14] on you know

[01:28:15] we always like to have quite a deep sort

[01:28:17] of discussion at the end but

[01:28:18] as ever there's still never enough time

[01:28:20] so hopefully we'll provide some more

[01:28:22] resources and

[01:28:23] you can follow up with us or follow up

[01:28:24] with unilee

[01:28:26] and find everybody on linkedin so um

[01:28:28] please fill in the survey so we can

[01:28:30] learn what you thought and also add any

[01:28:32] ideas to help us

[01:28:32] improve the technology exchanges and we

[01:28:35] hope you enjoy

[01:28:36] uh join us for another dwg event and

[01:28:39] certainly institute event sometime soon

[01:28:41] thanks very much for joining us