Background & Rationale
This consultancy directly contributes to UNICEF’s Knowledge Exchange priorities mandate: taking a systematic approach to sharing tacit knowledge — the knowledge that staff and partners acquire through their work experiences, successes and challenges around the world — in order to directly support programmes, operations and advocacy by UNICEF and our partners. The Knowledge Exchange Team is about to launch a new package of tools and platforms to foster greater sharing of knowledge, collaboration and peer support across the organization. UNICEF’s internal and external Yammer networks are a key component of this package and this consultancy play a critical role in promoting the use of platform and engaging with and supporting UNICEF staff and partners to use it effectively.
Purpose
The chief purpose of this assignment is to actively manage and effectively coordinate the UNICEF Yammer Networks. Yammer is the UNICEF official Enterprise Social Network (ESN); more than two thirds of UNICEF staff—about 9000 members—are now registered. Enterprise-focused, its benefits include: group problem-solving, more effective teamwork, professional networking, informal learning, ready access to assistance, and faster information access. This consultancy will be instrumental to enable UNICEF to effectively use this platform to reinforce and sustain strong thematic networks and communities that are actively exchanging knowledge across sectors and geographies, both inside and outside UNICEF.
Expected results: (measurable results)
The UNICEF Yammer Community Manager will be a driving force for facilitating and strengthening the UNICEF Yammer Networks, fostering knowledge dissemination and promoting the adoption of new tools and platforms that can enhance the work to this end which includes the following:
· Two manuals produced on 1) Community engagement and 2) How to use the Yammer platform (technical)
· At least five short videos on how to use effectively Yammer integrated with SharePoint produced in collaboration with ITSS
· UNICEF Yammer Network promotion and engagement strategy and tactics produced
· A network of community Champions built and actively sustained
· At least ten Network discussions facilitated over the course of six months
· At least ten e-discussion syntheses and briefs, addressing emerging issues, and keep abreast of requests for additional learning developed and disseminated
· A UNICEF Yammer Network “Responders list” built and maintained
· At least six Monthly Community Calls via webinars to empower Yammer facilitators organized
· Two series of training organized on 1)Community engagement and 2) How to use the Yammer platform (technical)
· Ten examples of success stories of how UNICEF Yammer Network has been used effectively to promote knowledge sharing collected and written in the form of short case studies/stories for dissemination on Icon and other channels
· Success of the UNICEF Yammer Network monthly monitored by analyzing benchmarks using quantitative and qualitative measures, using such tools as Excel, PowerBi or other similar packages.
· Regular feedback and insights gained from monitoring provided through a monthly report to the project leads over the course of six months, to help them evolve their strategies in a timely fashion
Duty Station
This position is full time and will be based in UNICEF New York Headquarters. The consultancy will be a combination of onsite and offsite work.
Timeframe
Start date: December 22nd 2015 End date: June 22nd 2016**
Deliverables
Duration
(Estimated # of Days)
Deadline
MANAGEMENT, COMMUNICATION AND ENGAGEMENT
· Two manuals produced on 1) Community engagement and 2) How to use the Yammer platform (technical)
· At least five short videos on how to use effectively Yammer integrated with SharePoint produced in collaboration with ITSS
· UNICEF Yammer Network promotion and engagement strategy and tactics produced
· A network of community Champions built and actively sustained
· At least ten Network discussions facilitated over the course of six months
· At least ten e-discussion syntheses and briefs, addressing emerging issues, and keep abreast of requests for additional learning developed and disseminated
· At least two UNICEF Yammer network “health checks” given over the course of six months
· A UNICEF Yammer Network “Responders list” built and maintained
Description:
Prepare activities and communication materials to promote awareness and greater use of Yammer in UNICEF
Coordinate with DRP, ITSS, DOC, PFP and other divisions’ staff — including at country and regional level to ensure successful coordinated campaigns for communication, promotion and adoption of the platform
Develop a network of community champions across the organization
Prepare and disseminate brief technical job aids, guides and tips and training materials to support UNICEF staff in using Yammer
Communicate and promote new community features and procedures to members and staff
Ongoing
Monthly progress report
Provide technical support to UNICEF staff in using the platform and troubleshoot problems together with ITSS
Provide training to Community and Group managers on how to use the platform and how to effectively engage group members
Organize monthly calls of community facilitators
Manage external access requests to the UNICEF Exchange network and other external networks
Monitor discussions, respond in a timely fashion where appropriate (or ensure relevant responders are “nudged” to respond)
Alert Community Facilitators/Managers and appropriate staff as issues arise and work with staff to resolve issues
Maintain a “Responders List” of members and/or staff who can be reached quickly to respond to specific questions
Work ‘behind the scenes’ to engage members. This includes facilitating ‘peer assists’ to connect a community member with a specific question to another member who may have the answer, and encouraging ‘silent members’ to become more active.
Ongoing
Monthly progress report
TRAINING AND DEVELOPING CAPACITY:
• Two series of training organized on 1)Community engagement and 2) How to use the Yammer platform (technical)
• At least six Monthly Community Calls via webinars to empower Yammer facilitators organized
Description:
Develop and maintain community management training resources, guidelines, and policies
Implement peer learning events on effective community management, many of which will be organized virtually through a series of scheduled Community Calls via webinars/video conferences
Train members on how to participate and engage in the community
Train and empower KE Community Facilitators/Managers and Champions to participate on a more significant engagement level
Ongoing
Monthly progress report
MEASURING RESULTS:
• Ten examples of success stories of how UNICEF Yammer Network has been used effectively to promote knowledge sharing and collaboration collected and written in the form of short case studies/stories for dissemination on Icon and other channels
• Success of the UNICEF Yammer Network monthly monitored by analysing benchmarks using quantitative and qualitative measures, using such tools as Excel, PowerBi or other similar packages.
• Regular feedback and insights gained from monitoring provided through a monthly report to the project leads over the course of six months
Description:
Collect examples of community success stories of how Yammer has been used effectively to promote knowledge sharing and write these as short case studies/stories for dissemination on Icon and other channels
Monitor effective benchmarks for measuring the growth and health of the UNICEF Yammer Network using quantitative and qualitative measures, using such tools as Excel and PowerBi. Provide regular feedback and insights gained from monitoring to the project leads, to help them evolve their strategies in a timely fashion
Monitor and measure the success of community engagement (i.e. number of power users, number of messages, number of discussions, etc.), and provide monthly reports for Community Managers and project leads
Monitor trends in online community tools, facilitation, trends and applications and advise on potential opportunities or risks
Act as back-up to KM specialist and consultant community facilitator for Knowledge Exchange Communities
Ongoing
Monthly progress report
total
Six months approx. 126 days
Key competences, technical background, and experience required Deadline
• An advanced degree in social sciences, community management, communications, or a related technical field
• At least 5 years of proven mid-level experience in effectively running social networks for collaboration and implementing engagement strategies for the UN, not for profit organizations and/or private sector companies, tracking their success and analyzing results
• Expertise at using Yammer and the Office 365 package (certified expertise is preferable)
• Proven ability to conceptualize, plan and execute ideas as well as transfer knowledge and skills
• Exceptional interpersonal and written/verbal communications skills, with an ability to convey complex ideas in a clear, direct, and lively style
• Ability to empathize with members and to effectively converse with the audience
• Proven skills in communication, networking, strategic thinking, advocacy and negotiation
• Strong interpersonal and teamwork skills, excellent facilitation skills, sensitivity to working in a multicultural environment
• Ability to adapt quickly to technological changes and foster use of new and appropriate tools and technologies to enhance knowledge exchange for staff and partners
• Experience in reporting on qualitative and quantitative analytics
• UNICEF core competencies: communication, working with people and drive for results
• UNICEF functional competencies: planning and organizing, learning and researching, analyzing, relating and networking, persuading and influencing, creating and innovating, entrepreneurial thinking
• Fluency in English required, working knowledge of French and/or Spanish an asset
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