 Felly hwylwch yn gweithio. Rhaid i'n ddweud o'n gweithio i gael am y Cwm Fyth Cymru. Rhaid i'n du'n ddweud o gyllid yn fwyaf iawn. Rhaid i'n ddweud o gweithio i gael am y cyfle i'r gweithio i gael am fathor i'r gael. Rhywbeth yma'r cwmhaith yma'r gweithio i'r gweithio i'r gweithio i'r cyffredinol, i ddweud o'r lluniau a'r ddweud i'r gweithio i'r cyffredinol, i'r gweithio i'r cyffredinol. First of all, I'll tell you a little bit about myself, hopefully, yes it's working. So my name's Ruth Cheesy, my pronouns are she, her. I work full time for Acria as project lead for Mortic, and I'll tell you a bit more about Mortic in a bit. I'm going to be putting all of my slides and all of the resources that I mentioned upon my speaking website, which I'll tweet the link out later. So if you want to get the slides, they'll be shared there. So let's start with thinking about what we actually mean by the employee experience. It's yet another one of those buzzwords with experience on the end that you start hearing recently. It's about all of the experiences that happen between an employee and an employer, and the ones that I'm going to be talking about are predominantly the ones that happen in the digital space, but it actually covers much more than that. So we're just looking at a very small part of that. But the employee experience is gaining traction because it has direct improvements on engagement, productivity and sustainability in the business. This is a quote from a Willis Towers Watson Global Workforce study, which is quite a popular study that they do every year. And we're going to be looking at that again in a minute. So I think all of you will agree, whether you're an employee, whether you're an employer, but the pandemic has really been a stress test for the employee experience. There's been lots of change in organisations. There's been full scale restructuring. People have had to move to fully remote working. And some organisations who weren't previously fully digital have had to completely go through a digital transformation process to facilitate that happening. But even before the pandemic, employees were expecting more of their employers. So 56% of employees expect that their employer understands them as well as they are expected to understand the customer. But only 39% of the employees who were surveyed felt that their employer was actually meeting that expectations. So they're expecting that their employer knows more about them and can personalise their experience, but they don't actually feel that's happening. This was in 2017 before the pandemic. So this has only really got worse as the pandemic has moved forwards. But change is coming. 92% of organisations that were surveyed have said that they are going to be focusing on improving the employee experience as a top priority in the coming years. And that's significantly higher than it was pre-pandemic. So 52% pre-pandemic. But only 79% of them say that... Sorry, 79% of them don't actually feel ready and prepared with the tools that they need to be able to deliver this. And this comes from the 2021 employee survey. So this is recent information, recent data. There's a strong business case for improving the employee experience. Because if you improve the employee experience, the research shows that you're likely to have... Or the businesses that had experienced 40% improvement in employee experience, 44% in culture, 35% in employee engagement and 28% in wellbeing. So that's really quite considerable gains in a time where it's really challenging for businesses. And some of the impact on the bottom line, 2.7% higher productivity in organisations who have invested and implemented improving their employee experience and a 90% lower turnover. And in times where we're getting a phenomenal amount of change in any business, information like this is really going to make people stand up and listen. So it sounds like a great opportunity for all of us awesome people who are building amazing digital experiences with Drupal and tools like Mortic to think about how can we actually help with that because ultimately a lot of the experiences are happening online now. So surely we can bring our resources to bear and help these companies face these challenges. So I'm assuming you all know what Drupal is. So I'm not going to bore you with that because I don't know as much as you do. But Mortic, Mortic is an open source marketing automation platform. It's written in PHP and based on symphony. Currently symphony 4, but we're working on moving to symphony 5. We're going to be doing some work tomorrow on the sprint. It powers Acria's campaign studio product and also several other SaaS providers who provide Mortic as a hosted service. And it allows you to learn what your visitors are doing as they interact with your web properties but also as they interact with your emails or your messages. And you can use that, what you learn about them from those interactions but also from the other systems that you currently use to hold information about those contacts to personalise how you communicate with them. Not only through email but also through lots of other channels which you're going to talk about. We've got a great thriving community, heck of a lot smaller than Drupal and much earlier on in our development than Drupal. This was a photo from one of our community sprints in Budapest a couple of months ago. And yeah, we've got grand ideas. Predominantly Mortic is used for marketers but in this case I'm going to give a bit of an idea of how it could be used elsewhere. And Mortic and Drupal is quite a good combination because we do have this similar licensing, we're under GPL. We are based on symphony so if you've got developers who are already familiar with symphony they'll probably be able to jump in and get familiar with Mortic pretty quickly. LightDries was saying in his keynote, it's so important that you have ownership of your own data especially when it comes to marketing data or employee data. And with Mortic you install it on your own servers if you want to so you can manage where your data lives and where it goes. There's lots of integrations with Drupal and different ways to integrate with Drupal but we also have integrations with CRMs, with other CMSs, with any other kind of application. We have a third party ecosystem where people can create plugins and have things tied in with Mortic and we have a fully open rest API as well. The digital experience sector is really growing and Drupal is in a great place to deliver great digital experiences. Alongside Mortic it gives you a really powerful package that you can provide to the customers. And if you love the Drupal community hopefully you'll love the Mortic community. We are quite a bit smaller but we are growing along similar lines. So that's why Mortic, why Drupal. So our employees are expecting more and that's only going to be growing. Why not use the tools that we already have to improve that experience and support our employees? So why I'm going to run through are five ways to get started with automating the employee experience. There are lots of other ways and these five ways might not suit you but hopefully it will spark some ideas on how you could think about using marketing tools to improve things internally. So one of the main challenges that businesses face especially as they scale is onboarding new employees and making sure that that is a really smooth process. With Mortic we can provide a really streamlined process not only through email but also through other channels. So this is just an example of how we might consider employing specific onboarding that's personalised to the employee using Mortic. So hooray, we've hired someone, we've got a new joiner. Usually the first thing that we'll do obviously they need to get into their email account but is send them some useful information. I'm sure you can all remember when you first joined you probably got information from loads of different places and sometimes it wasn't complete. But you can create an email that has the relevant information for that employee so you could have basic information that everyone receives and then in sections of that employee information you could create dynamic blocks that says like if they're in EMEA, have this content. If they're in the US, use this content. You can also translate those emails into different languages so you're sending it in the right language for that person and provide lots of other information or just keep it really minimal and give them links out to the resources that they need. We can also do some things like if you have a training system and you've all done probably the mandatory security training and what you can and can't do with all your information we can implement an integration into Mortic to add a tag or change the value of a custom field when they've completed their mandatory training for example and if they haven't completed it within the timeframe maybe a week we can send them a nudge to say look you've got to get this completed and that can all be coming through this workflow and it doesn't only have to come by email you could also put things on your intranet so that when they log in and they access the home page maybe that's what opens when you open your browser it will flash up a banner saying don't forget you need to do your mandatory training and take them straight to the training resources. Maybe we have some wellbeing staff or services or health benefits that we want to make sure our employees are aware of rather than sending them it we don't know if they've accessed it right if you just send the email but what we can do is say if they haven't accessed these pages on our website send them an email which gives them information about these things that they can access so if they've already accessed it you won't send it but if they haven't it might be something useful to send and you could use that for any pages on your website so it doesn't have to just be wellbeing and then when we send emails we could further down the process be sending them something specific so if they are onboarding into a specific team and that team has specific information that they need to know about or something that they just need to be able to archive so they can come back to it you can provide that information on their profile and then send them specific emails about the teams that they're onboarding into or the regions that they're onboarding into for example welcome to EMEA welcome to the US, here are the key people and automate that but also the whole process you can use more to send requests for feedback so how are things going as you're onboarding through the company again this could be by email so you could send them an email after a week and say hey has everything going hope your head's still above water here's some if you need help here's who to contact but you could also do like a 30, 60, 90 day check-in and just say hey you've been here for a month awesome how's things going here's a couple of things you might want to access now that you've kind of got over drinking from the fire hose in your first month and also at the end of this whole onboarding process it's useful to get feedback for the HR team of like how was the whole process for you was there anything that you felt was missing was there anything that could be more culturally appropriate for example so all of this process can be automated this looks a bit crazy if you've never seen more campaigns before but this is all built in a drag-and-drop interactive campaign builder and I'm going to take you through what each part of this campaign is doing so on this bit on the side here we're saying they join us a new employee and in 15 minutes we'll send them that first welcome email and we'll also say do they actually use an office so when we create their profile we can set on a field are they remote are they hybrid for example and we could send them the next day some tips on using the office and you could even personalize that to say if they're in Boston and they use an office send the email with the Boston office information if they're in Punea in India and they use an office send the relevant information for Punea and then if they don't they're probably remote or hybrid so we would send them a different email with information about what our etiquette is with regards to working remotely and some top tips and things like that maybe allowances if they've got allowances to buy kit the next line down so we go from here if they have not visited so the red line means that they have not done something if they haven't visited the wellbeing page within a couple of days then we can send them that email and just say hey we've got all these amazing wellbeing things or it could be look here's all the amazing special interest groups employee resources groups that you might be interested in joining this one is waiting three days so you can see we've waited one two three so they're basically getting an email each day it's a basic drip campaign based on the region we can send them email information about that specific region and then at the end of the week we can say if they haven't completed the training plus one day so on the eighth day send them an email to say hey if you don't do the training you can write off your system or whatever you do and then up here is where we were saying about the feedback so again we're doing feedback at 30 days, 60 days, 90 days and then at the end of the whole process asking them for feedback on the onboarding and all of this can also be set to respect your employee's time because it's really annoying when you're a new employee and you start getting emails outside of working hours sometimes you feel like you should really respond on the more tick you can actually say only send emails between nine and five and only send them on Monday Tuesday Wednesday Thursday Friday so if something happened on the Saturday or something happened on the Friday and it had to wait two days it wouldn't send the email on the Sunday it would send the email on the Monday and it would be held in a queue until it's sent so another way we can do this as well as having that onboarding process is centralising newsletters that are sent type from a business quite often what you'll find is business units or teams will be like we need to send a newsletter we'll use MailChimp, they'll use SendKit they'll use something else with more tick what you can do is centralise that and allow your employees to go to one place a preference centre and see all of the mailing lists that you have available might be special interest groups it might be product update news you might have news from specific business units or parts of the business and allow them to choose which ones they want to use so it reduces the challenge of trying to find where those emails are and how do I get on them and what have you but it also allows them to self-select if they don't actually want to receive product news anymore they can just go and unselect themselves the way we work with more tick is by default when you create lists with recall segments they are private so they're not editable by the user only editable by the admins so only the admins can subscribe and unsubscribe but we have an option over here where you can actually say yes this is visible in the preference centre so it allows you to say yeah this list is something that the user can choose to be in or choose not to be in and we have a public name so you could call this boring annoying news about product about call it product news and that's what the employee sees so this allows you to set up that kind of interface so that all of your parts of your business that want to send information to the rest of the business in nice, well-formatted, easy to read emails can do that through more tick and it might look something like this so this is just a very simple template that I've used but you get the gist all of the available lists are here and they can choose which ones they want to receive and then contact them if there's any problems another thing you can do with this which I've not shown here is sometimes people actually prefer to receive it by text message so you could give them the option to say actually I'd rather receive this by receive communications by SMS with a link to the resource and they can decide if they want to receive it through different channels for example dynamic email content I've sort of mentioned this in passing but what this allows you to do is have one email and then have chunks of that tailored so the way this works is we create a block in the email and then decide the variations that we want to have so here we would have default content which would just be here's a few news stories but we can also tailor it to say variation one would be news from EMEA variation two would be from the US and what have you and all we do is we filter the contacts by a field on their profile for example so if the region is set to EMEA they'll receive this block if it's set to the US they'll receive another block so you're creating one email with chunks that have different content and that's dynamically replaced when the email is sent based on the information on the employee's profile and it doesn't just have to be text you can have videos, you can have images, you can replace all kinds of sections in the emails with this and when you're building the email that looks like this so it's a rich text what you see is what you get editor with drag and drop and we just create that this is an image hero, this is some basic text news from your region and this is where I've inserted a dynamic content block so it tells you those dynamic content there and you can then go in and edit it so it's a nice way of simplifying the process you can also use it for example if you wanted to do the same email in multiple languages you could say this block is in English and this block is for people who are in Spain and this block is for people who are in India and use it that way rather than doing a full translation that's another way that you can use the dynamic content hopefully everyone's with me so far it's a bit of a whistle stop tour not just an alert so I mentioned when you've got a contact or an employee who's going through that onboarding process and at some stage they need to do something and that hasn't been done yet we can use more to send the message to them in whatever channel is the most appropriate for us to send it to so I mentioned a bar so this is a bar that you could show on the top of the intranet for example if you're using Drupal to power your intranet you can just add it as a focus item with a block and that will automatically show when a particular condition is met and if they click through and they complete it will go again because the tag would be removed and they've completed you could use that for anything OKRs are not done on time show something like that as long as you can track it on the employee profile you can show items like this this one would be really useful to it's a pop-up that would take up the whole screen when you go on to the website like one of those annoying splash screens but it's quite useful if there's an important message that you need to get out to everyone in the company to see that kind of message if they're not in that location so what we can do is say I only show that if they're based in Boston and they use an office and then we'll pop this up once until they cancel it get the message across this is the alternative way that I mentioned to getting feedback from the employee about how the onboarding process is going you could send an email but you could also pop something up and say just fill in this basic form and then that form result would go to HR or go into a system that you're using and submit the feedback that way in a lot of organizations there's also a need for a comprehensive crisis communications plan so if something happens and you need to contact all your employees quickly or a group of employees quickly you can also do that with Mortic because we can send emails, we can send SMS and pop-ups so something like this and then we can send it to tell people that the office is closed or it could be that there's been some kind of incident and you need to let everybody know so that could be unpublished as a campaign ready to go if you need it as part of your planning for any emergencies in the business okay and then the final one is a customized internet so this allows you to personalize the content that you show on your website and perhaps Drupal website relevant to the individual employee so a simple way we could do this when we have someone who's just starting is to have a simple greeting that says hey welcome to the company it's great to have you join us and I only show that within the first two weeks or within the first month or something like that the way this works is we create a div on the website and we push the content into the div that's matching that name based on whatever filters it is so if we know that they've joined that div segment within the last 30 days show this in that grid and if they're not in that group show something else so it's a very simple way to start personalizing the homepage or the website or the internet using Wartec but there's also ways you could use this kind of technology and this kind of way of thinking with existing employees for example benefit information is probably different for different regions and having to list everything and having people search through you could just decide to say show this block for stuff that's relevant for Europe show this block for stuff that's relevant for the US linking to region specific tools so in the company I work for we have a different annual leave and payroll system in my region to watch you somewhere else in the business linking to things like travel booking if it's different for different people and if you go through the business and you become more senior there's probably other resources that are more relevant and important for you to access so we can use dynamic content to do that if we know the level of seniority in the business on their profile we can use that to pull in relevant information and show that on the internet and finally time sensitive resources so if there's something you need to show for a particular period of time or when a particular condition is met we can replace blocks of content on the website either images, text whatever using a campaign and push that into your website so some closing thoughts from me we are really well positioned to support organisations with improving their employee experience using the tools that we probably are already using externally and improving this experience is a really rapid growing area which is well worth exploring I do encourage you though to start with what we call crawl walk run so start with small things that might be bringing all of the newsletters that your company sends out into one place and allowing people to then decide what they want to receive and then start to look at okay how can we translate those emails how could we use dynamic content to alter what's actually going out in the emails and iterate and see what works for you and then finally I think with anything like this when you're going through a process of digital transformation creating a strategy and plan of how you're going to do that and how you're going to interact and work and collaborate across the business with the different areas of the business is also really important for success so if you want to know any more about the mortic community or you want to get involved maybe and come and see what we're doing we are going to be running a contribution sprint tomorrow in the contribution rooms so yeah Drupal and Mortic contributions and it would be great to to hear from you please use the session feedback in the app if it's working I know it's been a bit problematic for some people apparently if you log in and log out it works better and yeah any questions anything that I can answer about Mortic or improving the employee experience got one over here hello right yeah yeah so a lot of your first ideas were about emails and my company is really trying to reduce the amount of emails that we're sending to associates so I'm just interested about your thoughts and ideas about that how do you communicate other than email do you use? we have an internet with targeted news for example and we're trying to use that as much as possible to more mirror the experience in our personal lives is going to a feed for example good question I think maybe it would be more appropriate then to look at the other ways of communicating with the bars or the pop-ups because that's another way of drawing attention to something that maybe needs to be done or that there's a new item that's of relevance and also personalizing that process so that when they go to their landing page on the internet they're seeing things that are relevant to them which may not be something that's so easy for more tick to help personalize that's probably something that you could do within Drupal itself or with some kind of CDP to know more about your users yeah and the pop-up idea is also nice if you don't want to be plaguing people with emails for things like feedback so if you want to just get quick information from people it's a nice way to do that yeah the focus items is platform agnostic so you can either use an integration with the CMS or you can just copy the line of JavaScript and paste it onto the page so it could go on any kind of page that you wanted it on a landing page or anything like that I've got a related question can you feed into Slack or other chat, message, forum type things yeah yeah you can so not in core but there's a third party ecosystem just like there is in Drupal there's a question that I know of that allows you as part of a campaign to push a message into Slack or yeah I guess you could extend that to use other tools thank you and just we moved to this remote work so actually lots of people are not meeting each other anymore just maybe once a month or two in the month so I asked myself how to catch emotions so what's really missing is like if you have a talk about your project or some code or something but you don't feel these emotions if you're not in touch with the people personally so how do you catch emotions with your team or if you're in technical connection good question good question I don't know actually do you have any thoughts on that really so I think maybe we have dinners once a week or something but during work it's really hard to get in touch with the people personally emotionally I mean I think I've seen from a management perspective when you have stand-ups and things having the option to ask people how they're doing and how they're feeling I don't know how that would relate so much to Mortic I mean you could do that by email but I don't know if that's the most appropriate tool for their job but it's a good question because that's also a real big part of the well-being side of employee experience especially in the remote I work fully remotely so more question I've worked with Mortic before and mostly everyone was using it for marketing automation only so I'm thrilled and confused as well so what happens to contacts and companies Mortic is so much designed for that purpose only so how do we mould it for this new use case so can you give a bit of an idea like employee is a contact or employee is a user in Mortic and what happens to the companies is it going to be still there in this use case or not good question so employees would be contacts users in Mortic are like your admin users that you would have in Drupal they're people who can administer and manage the instance so employees would come in as contacts and therefore they're people that you can communicate with and I would probably not use the companies section you wouldn't really need to use company association you could repurpose it for something else but I probably wouldn't use it and then I would use segments which is what we call lists to chunk those contacts down into things that are relevant for your business so it might be all of EMEA all of the whole company or it might be just exec team or by business unit and so forth assets could be resources that you want to share with those contacts so in Mortic we have assets which can be tracked so you can see how much people are interacting and downloading them or what they're actually where they're getting those assets from so that's another thing that you could use there and then I would mention the focus items and dynamic content as well Mortic does have a point system which we use in marketing words for like figuring out who are the most active, most likely to convert you could also use that for the most digitally engaged employees perhaps and then that could help you bring together focus groups of people if you're looking at digital transformation both people who are high point scoring because they engage with you a lot or low point scoring and they don't to give you more feedback on this whole process of digital transformation so that's just off the top of my head so that might be an option as well Okay thanks for that just like one or two more so like now the human resource team that will login into Mortic and control everything and does Mortic have a functional Slack plugin and push notification to Slack as well Yes that's what someone at the back just asked yeah there is a it's a third party plugin but also there's things for like all kinds of things like WhatsApp and all the different tools around there Telegram whatever Okay and we just have to do a one time pushing of employee data from internet to Mortic and then we are all set to Yeah or you could just set up a synchronisation so that it would update in real time There are lots of plugins already that do that with sales tools and there are some that do it with more HR focus tools but if you've got a bespoke system we've got a REST API so you could actually build a plugin that does that Thank you We have questions from the app Nico asked At what company size does it make sense to have a Mortic system for employee communications Yeah I guess it also depends on the kind of communications that you're doing but I would say once you get more than about 20 to 30 employees maybe that kind of level you're wanting to be more thinking about how you're engaging people with what's going on across the business but it's more about how you're communicating and what your needs are really in terms of do you need things like the focus items and stuff like that Another one is we have active campaign for newsletters but do not track audience at all because our stakeholders think it is evil This is internal so tracking seems okay but do you get any concerns about tracking You don't have to track in Mortic or you can put it behind as you should normally put it behind a consent thingy that says yes and then the tracking script loads So part of the tracking script for Mortic is used to render forms which is a necessary piece of script that doesn't actually track, it just deals with the forms and a separate part deals with the tracking So if it's a concern you could just not use the tracking obviously then you won't get the information about whether they have or have an access resources and likewise when you send emails you can turn off tracking the links in the emails as well so you don't have to track So if it's a concern for your business you could just not have those features and functionality and obviously you then wouldn't be able to use the decisions that are based on those actions Cool, anyone else? Yep, I'm running to you Making you work out by going from one side to the other Yeah I was wondering how Mortic also collaborates with tooling for example Google Forms or other things because I was thinking about the evaluation process is at this moment fairly manually and with a lot of stakeholders but we also need to include things like a Google Form to evaluate and to it's a link that we need in the communication so that's one thing and maybe also for example with Google Excels that we can that Mortic can automatically track data and put it in Excel if we have a received an answer or not Yeah So I guess that's two questions isn't it So the one about Google Forms so if you want people to just go fill in the Google Form you can just send a link in the email to a Google Form but if you want to get the data out of the Google Form is that what you mean and push it into Mortic or Okay Yeah Okay so I think so what you're suggesting is that you need to create a Google Form automatically and then send that to someone Okay So I mean most of the time you would just use a Mortic Form if it's the same questions that you're asking there's also dependent form questions so you could say what region are you select a region and then it would only show the relevant questions for that region so I don't know that you'd need to create a new form for everything like you might create a new form for every campaign you do and then you can embed that form on your website you can embed it on a landing page that you create in Mortic for example and then send a link to that and they fill it in In terms of integrating with Google Sheets we've done that really successfully with Zapier or NAN or Integromat or Make I think they're called now where someone fills in a form on the Mortic instance and it automatically updates a Google Sheet and you can also search the Google Sheet, pull that information back in and put it into a Mortic form field for example so we used that in our last Mortic conference to do swag coupons for our swag store we had a spreadsheet of lists we went to see if they'd claimed it already and if they hadn't we pulled a code out and pushed that into Mortic and then used that to send them an email which was a personalised email and that code was unique to them Does that answer the question? So it is possible that bit you have to do with some kind of external automation like Zapier or NAN Anyone else? Any more questions? Only ones I'm kidding You have final words I don't have any final words other than drop me an email if you have any questions I'm on Slack or wherever as ArchEasly and I'm going to be around I'll be on the Acreas stand for a little while after this and then tomorrow I'll be here all day so do come and say hello if you're interested and know more about Mortic Thank you