{"id":5416,"date":"2020-06-03T09:02:45","date_gmt":"2020-06-03T16:02:45","guid":{"rendered":"https:\/\/www.microsoft.com\/insidetrack\/blog\/?p=5416"},"modified":"2023-06-13T15:48:05","modified_gmt":"2023-06-13T22:48:05","slug":"using-yammer-to-improve-the-employee-workplace-experience-at-microsoft","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/insidetrack\/blog\/using-yammer-to-improve-the-employee-workplace-experience-at-microsoft\/","title":{"rendered":"Using Yammer to improve the employee workplace experience at Microsoft"},"content":{"rendered":"
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<\/div>\n

This content has been archived, and while it was correct at time of publication, it may no longer be accurate or reflect the current situation at Microsoft.<\/p>\n<\/div>\n<\/div>\n

Gina Dyer is passionate about all things \u201cworkplace\u201d at Microsoft, which encompasses everything from workspace design and building construction to employee services like dining, transportation, events, and catering.<\/p>\n

\u201cWe\u2019re constantly evolving\u2014and I wanted a way to demonstrate that we\u2019re responsive and transparent with our decisions regarding employee services,\u201d says Dyer, a programs director on the Real Estate and Facilities team at Microsoft, which is responsible for the employee workplace experience.<\/p>\n

Dyer\u2019s email inbox was often flooded with questions from employees about facilities issues, feedback, and requests for dining changes. This meant that she often received duplicate emails about similar facilities problems and answered each message individually.<\/p>\n

\u201cWe needed a better channel to share information about employee experiences and gain their feedback,\u201d Dyer says.<\/p>\n

She began to look for a central tool to solicit feedback from employees, answer commonly asked questions, and share her team\u2019s work.<\/p>\n

That\u2019s where Yammer came in.<\/p>\n

Created to build community across an organization, Yammer<\/a> is a Microsoft 365 social networking tool that enables users to share knowledge, build trust, and engage with leaders and managers about company values and strategy. As Microsoft\u2019s primary internal networking tool, Yammer communities are set up for different organizations, roles, and affinity groups across the company.<\/p>\n

As Dyer learned more about Yammer, she felt confident about the engagement channel as a central place for conversations, files, events, and updates. She decided to create a Yammer community for Real Estate and Facilities to share videos and photos, solicit feedback, and connect with Microsoft employees and staff across the globe.<\/p>\n

\u201cAs I looked for a channel that would support open, real-time dialogue, Yammer came to the forefront,\u201d Dyer says. \u201cI wanted employees to feel comfortable voicing their authentic opinions so we could gauge their needs and create a positive employee experience.\u201d<\/p>\n

[<\/em>Read about the seven factors for successfully running a Yammer community at Microsoft.<\/em><\/a> Check out how Microsoft enables its employees to innovate, create, and seamlessly collaborate with other teams.<\/em><\/a>]<\/p>\n

Nourishing success in <\/strong>Yammer<\/strong><\/p>\n

\"Eva
Eva Etchells, a communications manager in Core Services Engineering and Operations, the IT and Operations division of Microsoft, uses Yammer to announce application releases, new product features, and changes in IT to Microsoft employees. She developed the seven factors for success, which is a framework used to run thriving Yammer communities. (Photo by Jim Adams | Showcase)<\/figcaption><\/figure>\n

When running her Yammer community, Dyer uses seven factors for success, which were developed by Eva Etchells, a communications manager for end user readiness and communications in Microsoft Core Services Engineering and Operations.<\/p>\n

\u201cOur work in providing guidance around how to use our collaboration and communications tools is vital,\u201d Etchells says. \u201cPeople need to know how to stay productive, especially as employees work remotely during COVID-19.\u201d<\/p>\n

Etchells developed these principles when running a communications campaign for Microsoft Intune, which required employees to enroll their personal devices to access corporate resources. Etchells identified Yammer as the perfect platform for communicating to employees at scale and staying in conversation with employees about what they needed.<\/p>\n

\u201cI knew requiring enrollment would be a big culture shift, so I needed to reach out to all employees, answer their questions, and get the pulse of what people were talking about,\u201d she says.<\/p>\n

Running this campaign led Etchells, one of the company\u2019s top Yammer advocates and power users, to create seven factors for running Yammer communities. This framework encourages community managers to identify roles and responsibilities and set expectations with community members.<\/p>\n

Measuring <\/strong>the pulse of employee needs <\/strong><\/p>\n

By virtue of being a service organization, Real Estate and Facilities garners a lot of feedback.<\/p>\n

\u201cSomeone will always dislike the preparation of their chicken or the color of the wall in their workspace,\u201d Dyer says. \u201cI focus on listening to our employee community and bringing in the most relevant resources and experts to address their concerns and answer their questions.\u201d<\/p>\n

Employees are encouraged to spur conversations and ideation in Yammer communities, fueled by the fact that all threads are visible to all members of a Yammer community. Rather than being a top-down vehicle for conversation, Dyer has found that her Yammer community is a two-way conversation where employees in her community can help each other.<\/p>\n

\u201cSometimes, a community member will share the answer to a question from someone else, so I don\u2019t have to be the expert all the time,\u201d Dyer says. \u201cI also work with leaders to craft responses, all while keeping the personality of my organization and the tone of responses in mind.\u201d<\/p>\n

When Dyer responds to an employee on a thread, she thanks them for their feedback, reinforces the value of sharing ideas, and brings their suggestions to service managers that can respond with the most relevant information. She also makes a point to follow up and close the feedback loop after requesting feedback.<\/p>\n

\u201cI earn the trust of my Yammer community by being responsive and caring, so they know that their feedback is taken into consideration,\u201d she says. \u201cIf we aren\u2019t able to implement their feedback, I also talk with employees about why that is so they understand our rationale.\u201d<\/p>\n

One example of listening to feedback was when an employee had posted about a service vehicle that they saw speeding in a specific parking garage.<\/p>\n

\u201cI responded by thanking them for sharing, expressed that it was unacceptable, and escalated it to our service manager,\u201d Dyer says. \u201cI came back to the thread and shared that the manager has spoken with the individual and it wouldn\u2019t happen again.\u201d<\/p>\n

Dyer also brings in experts from Real Estate and Facilities to answer strategic or technical questions about her organization. For example, she routes broadly applicable questions to the general manager of Real Estate and Security, the parent organization of Real Estate and Facilities. A question about Microsoft\u2019s headquarters in Redmond, Washington, goes to a real estate director in that region. These conversations in Yammer communities empower leaders to be on the frontlines and directly address employee needs.<\/p>\n

\u201cLeaders must understand that their professional brand is tied up with Yammer, and they have an opportunity to share the value that they add as a professional and a department,\u201d Dyer says. \u201cI bring in leaders in a way that best supports their leadership style and time investment.\u201d<\/p>\n

Beyond replying to conversation threads, Dyer also collects feedback using Yammer surveys.<\/p>\n

A few weeks ago, an employee posted that they often missed building-wide notices. Dyer replied to this thread with a survey about everyone\u2019s preferred method of communication when receiving notices. She also reminded employees that they may have inbox rules that send emails from Real Estate and Facilities to a specific folder, which might contribute to missing emails.<\/p>\n

\u201cAfterwards, I let everyone know we would continue to email out building-wide notices, and also post on Yammer to make sure people see it,\u201d Dyer says. \u201cI love getting feedback from employees based on a quick survey that can lead to a change in my communications plan.\u201d<\/p>\n

Lessons learned from running a Yammer community<\/strong><\/p>\n

Dyer has learned a lot about how to best support employees in her Yammer community, particularly the value of humor. In one instance, an employee was a vocal critic of team-based workspaces and their potential impact on productivity. This came up when Dyer was advertising an upcoming open house that focused on new global locations and their workspace design and amenities. She invited employees to come in and talk to designers and construction teams who were working on these new buildings.<\/p>\n

The employee replied to the thread, suggesting that they\u2019d be coming with pitchforks and torches.<\/p>\n

Dyer took some time to think about how she could respond. She wanted to create space for employees to share their concerns, but she didn\u2019t want the thread to spiral out of control and garner scores of replies.<\/p>\n

Her solution?<\/p>\n

She answered by suggesting that the employee leave their pitchforks and torches at the door because security and the fire marshal wouldn\u2019t appreciate it. Then, she invited them to stop by on their own to say hi.<\/p>\n

\u201cThe tone of the thread became much more lighthearted,\u201d Dyer says. \u201cPeople were laughing and posting GIFs. It was a turning point in our online relationship with the members of the community. Now, they post answers for me, and others post fun things.\u201d<\/p>\n

Ultimately, Dyer and Etchells are glad to have Yammer as a platform to foster and support authentic community engagement.<\/p>\n

\u201cAt the end of the day, we\u2019re all doing the best we can,\u201d Etchells says. \u201cYou have to treat employees as real humans who are passionate about topics and give them the space to share their needs.\u201d<\/p>\n

As for Dyer, she\u2019s grateful that she built her Yammer community and encourages others to do the same.<\/p>\n

\u201cBeing able to learn from employees\u2019 diverse perspectives and the content they share is the most rewarding part of my day,\u201d Dyer says. \u201cI love hearing what employees have learned from my channel and seeing their excitement when their suggestions come to life.\u201d<\/p>\n

Read about the seven factors for successfully running a Yammer community at Microsoft.<\/a><\/p>\n

Check out how Microsoft enables its employees to innovate, create, and seamlessly collaborate with other teams.<\/a><\/p>\n

Learn more about the \u201cCommunities\u201d Yammer App, which brings your communities and conversations directly into Microsoft Teams.<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

This content has been archived, and while it was correct at time of publication, it may no longer be accurate or reflect the current situation at Microsoft. Gina Dyer is passionate about all things \u201cworkplace\u201d at Microsoft, which encompasses everything from workspace design and building construction to employee services like dining, transportation, events, and catering. […]<\/p>\n","protected":false},"author":146,"featured_media":5419,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"_hide_featured_on_single":false,"_show_featured_caption_on_single":true,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false},"version":2}},"categories":[1],"tags":[],"coauthors":[674],"class_list":["post-5416","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","m-blog-post"],"jetpack_publicize_connections":[],"yoast_head":"\nUsing Yammer to improve the employee workplace experience at Microsoft - 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