making sense of your digital workplace
DESCRIPTION
One of the challenges of a modern intranet is that the boundaries are becoming blurred by the growth of social and collaboration tools, mobile access and cloud applications. In this evolving landscape, intranets remain highly important, but the roadmap needs to plan for the digital workplace as a whole. Based on hands-on experience of developing strategy, Sam Marshall will show how approaching this from an employee perspective can bring clarity and purpose, but also how the emphasis needs to be as much on management as on technology. - What is the opportunity for the digital workplace? - Why you can’t plan an intranet in isolation - What are the things that matter most to your employees? - What changes in management and mindset are needed? Presented at Intranätverk 2014: Malmö, 6 September by Sam Marshall.TRANSCRIPT
Making sense of your digital workplace
Sam Marshall www.clearbox.co.uk @sammarshall @ClearBoxTeam
“Our mission is to enrich people's lives with programmes and services that inform, educate and entertain.”
Digital workplace
Traditional Intranet
News RSS feeds Employee
self-service
Extended Intranet
Collaboration tools for internal teams
HR Systems
Policies
Corporate information
Phone book Internal social
networks
Desktop & Online Office
applications
Web Conferencing
Telepresence
Twitter feeds
Instant messaging
Yammer
External social
networks
Document Management
CRM
Extranet Supply chain management
© IBF 2013
“It’s a Unix system – I know this!”
It’s not just the movies
According to UK ONS by end of 2012 that figure was..
21m
In 2000, Forrester esAmated that by 2003
41m people in the UK would use mobile devices to access the internet.
So what does that tell us?
We’re preIy bad at predicAng how
technology will be used in pracAce
Technology increases opAons for how we work, but doesn’t give us
a plan
We should define the principles of what maIers to people, and keep
that as the constant as our digital
workplaces evolve
1. Work is no longer a place. Let me be productive where I choose, but respect my home life too.
Working from home can lead to a 13-‐20% increase in producAvity
“ We need to stop thinking of work as a desAnaAon and ask
ourselves: what’s the best place for me to work today?”
—Dave Coplin, MicrosoV
2. Manage the outcome, not the process. Trust that I’m working productively when you can’t see me, but hold me accountable for the results.
Best Buy saw a 35% increase in producAvity in departments adopAng a results-‐oriented
approach
The challenge of remote knowledge work
• Trust between employees not by managers may be the issue
• Management by results gets harder the more creaAve it is
• The onus moves to employees to ‘work out loud’
• Introverts may need a different approach
73% of office workers felt
remote workers wouldn’t work as
hard
3. The digital workplace should be a pleasure to use. If it’s not as good as my digital home life, let me bring in my own solutions.
Does your head office look like this…
But your digital workplace look like this?
4. Collaboration only works if we do it the same way. The best tool is the one we all use, otherwise we create digital divides to match physical ones.
� Trello, WhatsApp etc.
Example: trello.com
5. Let me be myself online. My profile is who I am in the digital workplace, and many of my working relationships may be with people I don’t get to meet.
6. Learning is good for me and the company. Give me the opportunity to acquire knowledge from outside and in, and the chance to use it well.
MooC
• Coursera.com • Code Adademy
Adidas Learning Campus
7. Not everyone is an early-adopter. Give support and guidance to those that need it, but also freedom to learn by playing for the self-starters.
40% of social network users say they are easier to use than workplace
soVware.
44% of employees say insufficient training is a barrier to adopAng new workplace technologies.
Rogers’ Diffusion of Innovation Model
Cost of adopAon for 2nd half can be much higher
Skills you might need…
• Understand cloud storage • Apply metadata • Use group calendaring • Manage access control lists • Plan audience targeAng • Understand presence • Manage 3rd party add-‐ons • Understand two-‐factor authenAcaAon
8. Work doesn’t stop at the firewall. Our digital workplace should encompass customers, suppliers, partners and contacts.
Remove the friction of context-shifting
9. Everything should be geared to helping me do the work that matters. Remove the irritants like multiple logins. You know who I am – once I’m logged in I should get everywhere I need to go.
Things on an intranet home page
Things people want from an intranet
Message from CEO
Quarterly results
For sale & wanted
My own documents
Bonus calculation
Rumours
Lunch menu
Expense forms
Photos of office party
Phone numbers
Pictures of SVPs
Stock price
Mission statement
Weather
• hIp://archiAzer.com/projects/unilever-‐americas-‐it-‐agile-‐workplace-‐renovaAon/
10. Working relationships involve understanding each other. Let me express my views and I’ll listen to yours.
39% of “best places to work” have social intranet spaces vs industry average of 17%.
“Internal communicaAon is the process by which the bosses tell everyone what is happening, followed by a feedback stage where everyone can tell the
bosses what is really happening.”
—Guy Browning
11. If I don’t like it, I can always leave.
The Digital Workplace Manifesto
1. Work is no longer a place. 2. Manage the outcome, not the process. 3. The digital workplace should be a pleasure to
use. 4. Let me be myself online. 5. Learning is good for me and the company. 6. Not everyone is an early-‐adopter. 7. Work doesn’t stop at the firewall. 8. Everything should be geared to helping me do
the work that maKers. 9. Working relaMonships involve understanding
each other. 10. CollaboraMon only works if we do it the same
way. 11. If I don’t like it, I can always leave
Download the poster: www.clearbox.co.uk/digital-workplace-manifesto
Digital Workplace & Intranet Framework
Strategy Governance & Operation Adoption User
Experience Technology &
Security
Services
Management
Communicate & Engage Collaborate Find & Share Business
Applications Agile Working
ClearBoxCONSULTING
I N T R A N E T S | C O L L A B O R A T I O N | S H A R E P O I N T
Communicate & Engage Collaborate Find & Share Business Applications Agile Working
Strategy Governance & Operations Adoption User Experience Technology & Security
Formal Communication
Orientation
Two Way Communication
Formal Collaboration
Innovation
Informal Collaboration
Real-Time Collaboration
Personal Productivity
External Collaboration
Find People
Classify
Search
Business Systems
Employee Services
Store and Retrieve
Mobile
Agile Work Support
Anywhere Access
Physical Spaces
Integration
Flexibility
Security
Standards
Robustness
Accessibility
Design
Emotive
Information Architecture
Cohesion
Availability
Reward
Acceptance
Training/Coaching
Steering
Monitoring & Measurement
Team & Resources
Policy & Processes
Business Goals
Sponsorship
Employee Needs
Process
Notify and Filter
Strategy Governance & OperaAon AdopAon User Experience Technology &
Security
Communicate & Engage Collaborate Find & Share Business
ApplicaAons Agile Working
Services
Current DesAnaAon
Digital workplace framework – Intranet footprint
Communicate and Engage
Formal Communication
Two-Way Communication
Orientation
Collaborate
Formal Collaboration
Informal Collaboration
Real-time Collaboration
Innovation
External Collaboration
Personal Productivity
Find & Share
Find People
Search
Store & Retrieve
Classify
Notify & Filter
Business Applications
Business Systems
Employee Services
Agile Working
Mobile
Anywhere Access
Physical Spaces
Agile work support
Don’t think of a platform in the middle of your Digital Workplace….
@
Design your digital workplace as a network of content and access points
Drivers • Global markets • Dispersed teams vs. silos • Recruitment flexibility • Employee engagement • Floor / Field workers • Innovation • Connection to customer
Strategy
• Knowledge work • Work-life
balance • Work
autonomy / productivity
• Freelancing • Consumer UX
Employees
• Social tools • Cloud • Mobile • Broadband • Search • Big data
Technology
It’s a Unix system… I know this!
References/Credits Original cartoons commissioned by ClearBox from: www.businessillustrator.com & Duncan ScoI
(1) 13% -‐ Stanford University study hIp://www.stanford.edu/~nbloom/WFH.pdf, 20% -‐ BT case study www.anywhereworking.org/case-‐studies/ Office layout at GSK: www.forbes.com July 16th (2) 73% Stat from Ipsos MORI poll of a representaAve GB sample of 1,000 office workers. hIp://anywhereworking.org (3) Cisco Connected World report 2011" www.cisco.com/en/US/netsol/ns1120/ Old office pjoto: hIp://www.old-‐picture.com/american-‐legacy/001/Workers-‐Office-‐Women.htm (7) Oracle study “Enterprise 2.0: Driving creaAvity, producAvity and collaboraAon” (8) Kudos to xkcd.com (10) Digital workplace survey by NetJMC hIp://t.co/M5IsOSfF
[email protected] www.clearbox.co.uk @sammarshall