This presentation focus on Yammer and how we are using it at Philips and how it became a key internal communication channel. This slide deck was used to support a presentation given at Unleashing Innovation In Internal Digital Communications, Amsterdam.

1. Dennis Agusi
Communications Center of Excellence
4 July
Yammer: The good and the bad
How Yammer became a key internal communication channel
at Philips

2. © Koninklijke Philips N.V.
Hi😀

3. © Koninklijke Philips N.V.
Started as
an intern in
2010

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Now responsible
for our internal
and external
comms channels

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A little bit about Philips…

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Philips, a born innovator
For 130 years, we have been
improving people’s lives with a steady
flow of ground-breaking innovations

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Taking on the healthcare challenge
At Philips, we take a holistic view of people’s health journeys,
starting with healthy living and prevention, precision diagnosis
and personalized treatment, through to care in the home –
where the cycle to healthy living begins again.

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Philips in 2021
EUR 17.2
billion sales
~78,000
employees in over 100 countries
USD 12.1 billion
brand value1
EUR
1.8 billion
invested in R&D

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Positioning of Yammer

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Yammer is our internal social media platform to
connect employees, communities and experts.
Dialogues and the sharing of knowledge and
information allow employees to easily build
valuable networks across all layers of the
organization and discover what’s happening in
the Philips world and beyond.
Yammer - Mission statement

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Some context and numbers…

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Launched in
2019
*Active in the last 30 days
Amount of reads in 2021
+48 Million
Active communities*
740
*Active in the last 30 days

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227%
108%
628,971 553,721 510,508 446,964 533,861
843,712
652,466 563,573
740,963 812,657
1,041,811
1,343,608
1,009,053
1,253,458 1,349,073
966,485
1,435,061
1,613,428 1,532,841
1,671,243
1,584,447
2,041,501
3,136,992
3,294,466
3,451,157
4,522,358
4,987,610
4,142,500
5,434,830
5,632,975
5,917,485
4,869,913
4,922,591
5,602,296
6,395,170
5,445,491
6,063,083 6,103,566
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2019
2020
2021
2022
Yammer usage has grown significantly over the last years
Amount of reads
600k monthly
average in 2019
1.2 million monthly
average in 2020
4 million
monthly average
in 2021
5.7 million
monthly average
in 2022 (YTD)
44%

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Managed communities are the driver
behind these numbers

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Business focused communities
• Driven and
managed by comms
network
• The communities
have KPIs owned by
Comms
• Based on org unit
you are added to
the community, but
others can join as
well

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Majority of our newsletters and people
announcements moved to Yammer
• Yammer newsletters often link to e.g.
intranet articles or videos on Stream
for richer and deeper content
• We positioned Yammer
announcements as a Mass mail+
• In email newsletters that still exist
we are often linking to Yammer
messages

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Leaders are leveraging Yammer to engage with their teams
• Employees really get to know
leaders on a deeper level and vice
versa
• Opportunity to show their
personal life
• Leaders can easily provide strategic
direction by recognizing certain
projects and behaviors

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Interest based and service communities
• Driven and managed by
subject matter experts
• Subject matter experts
are trained by us
• Majority of these
communities have KPIs
owned by the subject
matter experts

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• Managed by IT support
team
• Employees are also helping
each other
• Subject matter experts
leverage this community to
provide updates on new
features and productivity
tips for specific tools

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Social communities
• Driven and managed
by employees who are
passioned about a
specific topic
• Function as a way to
network and build
social capital
• Employees love that
they can connect with
others around their
passion

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Trainings are key for driving Yammer
adoption

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Five trainings available
1. Basic training: focusing on the
Yammer concept and the basics
2. Community management training:
How to manage a Yammer
community
3. Supporting leaders: How to
support leadership in utilizing
Yammer for their strategic goals
4. Practical tips and tricks: How to
create engaging posts and
communities
5. Analytics: How to measure the
success of your Yammer activities

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Most popular tip: The world of
emojis
Think about using visuals to structure your post.
For example, start each section with a
representative emoji.
Have a read here about the use of emojis in
business settings.
Pro tip: Do you already know the emoji short cut?
Windows key + . (hit the actual dot button): This
will open an emoticon menu where you can find
all kind of emoticons. You can use this anywhere
in Microsoft products from Outlook, Teams to
Yammer. Super handy especially when I am typing
a Yammer message 😉😎

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Violations…
Bad things can happen

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POLL: Are you prepared for employees who may share
something inappropriate?
• Yes, we have terms of use and a process in place 😎
• No, tell me more please 😊
• No, but we just handle it on the fly. We don’t need a process in place

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The Yammer terms of use
Helps us to have healthy and constructive conversations. A
violation is:
– E.g. offensive language, misinformation, harassment,
pornographic content, illegal content etc.
What happens if somebody violates the terms?
When somebody violated the terms of use they can report the
conversation and we will review. The following steps are taken:
1. Team chat with offender to check-in and ask to edit/delete
2. No reaction or refuse to edit will result in an official warning.
The manager and HR manager will also be informed.
3. Second official warning is a suspension of the Yammer
account for two weeks. HR will follow-up and decide on
potential measurements.
The response process for
challenging posts and comments on
Yammer provide guidance to the
network

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Reporting posts
• Everyone in Yammer can report a
message or comment
• Global comms team will follow up and
may reach out to local HR, subject
matter experts and local comms
• We aim to review within 24 hours and
report back to the reporter

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Key tips
Build an ambassador network and
leverage them for (global) activities
Train your communications network,
leaders and subject matter experts
Global and Team KPIs on Yammer
adoption and usage (offer a benchmark)
Have a process in place for violations.
Don’t be scared but prepared!

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Q&A