In this webinar we discuss:
• How to establish a business case for the digital workplace
• What elements of employee engagement the digital workplace impacts
• How to apply the “4 Cs of the digital workplace” to drive success
• How SharePoint and related solutions fit into the digital workplace
• How to jump start your efforts using our 5-step approach
View the webinar here - http://blog.portalsolutions.net/register-for-our-webinar-beyond-intranets-enabling-a-digital-workplace/
2. 2
About Me
#beyondintranets
15+ Years in Technology:
› Professional Services – Tech
Enabled Financial Planning
(KPMG, E&Y)
› Software Start-Up for Portfolio and
Financial Planning
Rick Hinton
VP, Products & Solutions,
Portal Solutions
rhinton@portalsolutions.net
@portalsolutions
Blog.portalsolutions.net
› Internet Startup - Online Political
Prediction Market
› Collaboration & Content
Management Solutions –
SharePoint and BI
15. 15
#beyondintranets
We define the Digital Workplace as an
environment where employees are able
to quickly and easily share what they
know and find what they need with
consistent experiences across devices
and locations.
17. 17
Intranet-focused
Digital Workplace
#beyondintranets
Static intranet
Dynamically generated content
One way communication
Many-to-many communication
Company focused
Individual focus – individual control
Monologue
Dialog
Minimal feedback loops
Constant monitoring feedback
Generic to all users
Contextual
Access via PC/laptop
Access via any device any location
Email-centric
Email as one of many tools
Company in control
Employee in control
18. 18
How Do Employees Spend Their Time
#beyondintranets
Minimize time
spent here
Focus on getting
things done –
customer/client/
constituent impact.
Source: International Data Corporation (IDC; McKinsey Global Institute analy
Capturing business value with social technologies July 2012.
#beyondintranets
20. 20
Context is King:
#beyondintranets
CRM
Finance
Time
HR
My Customers
Billing
LOB
Customers
My Life
“Systems of Record”
Integration
Context/Relevancy
My Community
CMS
Social
Office
Prod.
Task
Mgmt
Comm
Collab.
“Systems of Engagement”
My Team
My location/device
Stakeholders
#beyondintranets
Access
› Docs
› Tasks
› Process
› Data
My work
23. Digital Workplace: Reducing “Noise” and “Friction”
23
Context
Employee
#beyondintranets
Customer/Constituent
Department/
Function
Collaboration
Department/
Function
Tasks
Video
Who am I?
Where am I?
What do I need?
When do I need it?
Who has the answer?
Data
Sites
Content
Docs
Convos
Reduce
Friction
Values
Mission
Vision
Culture
Change
Behaviors
Leadership
Communication
#beyondintranets
Who am I?
What are my expectations?
› Service
› Quality
› Responsiveness
› Value
› Knowledge
› Personalization
25. 25
2013 Gallup State of the Workplace
30%
70%
Either not
engaged or
actively
disengaged
52%
18%
Not engaged
Disengaged
Engaged
#beyondintranets
26. 26
“Availability of resources to
perform well”
#beyondintranets
“Freedom from obstacles to
success at work”
“Ability to meet work
challenges effectively”
“I have the materials and
equipment I need to do my
work right”
“At work, my opinions seem
to count”
“The mission or purpose of
my company makes me feel
my job is important”
Throughout my entire career I’ve been fascinated with the ways technology can be used to spread knowledge and enable informed decision making. I’m now focused on how this notion of the digital workplace and how it can truly transform organizations and make employees more happy, engaged, and productive.
What we are really talking about here is competition and competitive differentiation. Competitive for people, for talent. And competition for customers. There are disruptive forces in every industry and big part of what we are going to talk about today is how you can make your more adaptive to change. We’ll start with what is going on the consumer space from a technology perspective and look at what lessons can be gleaned that can be applied to organizations. Just some food for thought in terms of disruption: Blackberry’s market cap in 2009 was over $80 billion. Four years later it is $3billion. A 97% drop. During that same period Apple share price gained 300%.
So, the point of this is not “how cool is rick with all his gadgets”. A few things of note:All these devices are connected – (get access to cloud-based services)All of the latest version have more features and cost less then prior versions (some significantly less)Intuitive “app-like” user interfaceZero training requiredRapid adoptionBuilt separately for specific purpose but consistent user experience
What’s remarkable to me is how well all the devices actually work together. A perfect example is I can access the book I’m currently reading on every one of those devices (except for 1), and each one knows exactly where I left off and syncs to the current page. It also captures all the highlights and notes and displays on all the devices.
So what’s different about now? Today? Is there a real impact of all these consumer-based tools on organizations? Or is this just hype. I think it’s helpful to try and look for inflection points. Think about the fate of the DVD, books, movie rentals. Here’s a headline that appeared in the Wall Street Journal in August of this year. This is the first time this has happened. And this is all consumers(56% overall). If you look at the demographics of your employee base (education, income) you are likely looking at something more like 80% adoption. So lets take a look at some quick examples of consumer based tools solving real life problems in creative ways: Plan and book a trip: KayakPay a parking meter: ParkNowHail a cab: Uber
Something like Kayak takes booking a flight to a new level:It not only aggregates fees from across airlines but makes the decision making process much easierWhich days are the best days for the summer trip to London?If I’m ready to book now, what are the chances fairs might actually be lower if I wait?It’s not only incredibly convenient, but you could potentially save a significant amount of money
Then you have apps like Parkmobile that lets you pay for a parking meter with and app on your phone. You can scan a barcode on the meter so it knows where you are.You input how long you are going to be thereAnd it alerts you via text when your meter is about to expire!Again, really convenient but also potentially huge cost savings if you are among those that tend to forget how much time you put on the meter and come back to your car to find a $35 ticket.
Finally, there is the car service Uber that is competing with the traditional taxi cab. No more standing on the street corner in the rain, trying to flag down a cab. Using the service the driver knows where you are, and comes to you. And the entire transaction, from booking to payment, is done through the app.
So as we look at the proliferation of consumer devices and apps and what they can do – there are a few take-aways to think about before we move next to discussing the digital workplace:the first is that disruption is heading your way. No industry or market will be immune. The bar will continually be raised with respect to cost, convenience, and value. There is tremendous opportunity to radically change the customer experiencePeople are always part of the equation
Does the “Consumerization” of corporate IT hold the answers? Is this the “promised land”? We think that the answer is yes…to a certain extentFirst, we believe that there are a few myths that need to be dispelled to approach the opportunity with the right frame of mind.
Key here is understanding what is relevant. To me, my work, my colleagues, my customers?
Studies have shown that the human brain can‘t actually do two things at once and constant interruptions and “switching” hinders productivity and creates stress. Takeaway: put users in control who they interface with, when, and why.
The key point here is understanding the context first, and then determine the capabilities you’ll need. If you think back to the consumer examples they all focused on a very specific problem. ParkNow didn’t develop a comprehensive transportation management system; they just developed in easy way to pay for parking.
When we talk about the Digital Workplace, we are applying some of the lessons of the consumer world to organizations in a way that factors in the reality and constraints of the workplace environment. So let’s first start with our definition of the Digital Workplace. We emphasize the notion of sharing and finding – employees are both producers and consumers of content. We also focus on the fact that employees may be physically located outside of the office, and may be using multiple devices to access people or information.
The concept of giving greater control to the employee is a critical one if we are to address the overload and interruption problem. Key is to help them organize their work life.
Let’s start with how employees actually spend their time now. One clear takeaway here is that you would want folks to focus even more time on role-specific tasks and minimize all the emailing, searching, and collaborating necessary.
So how do we start to solve the challenges we identified of information overload, proliferation of tools, and time wasted on finding the people and information you need to do your job. It starts with understanding context.
Let’s walk through how a typical company’s IT systems are organized and the roles people play, and how that impacts what they need from technology. The nice thing about starting with the proper context is that tends to lead to asking the right questions, and challenging assumptions. It helps to focus on the essential problem that is being solved and the specific capabilities and information needs for each context/role. It can also help you organize and prioritize your roadmap and identify potential pilot opportunities that can serve as proof of concept for a broader rollout. [Talk about MVP approach here][Systems of record and engagement - Geoffy Moore]
Looking at context helps provide a framework and focus but when you look at the tools and technologies, at a basic levl, what problems do we need them to solve. Can we boil this down to a couple of ideas that will inform decision making. The first would be reducing “friction” in the communication channels to enable really easy collaboration. This includes corporate communication – one-to-many; as well as individual one-to-one, and group many-to-many. How can you remove barriers, while also keeping the individual in control. The second would be reducing “noise” in your content so that it is easily findable and shareable. How quickly can folks find relevant information that helps them be more knowledgeable, responsive, and better serve their client/customers.
Let’s talk about specific areas where you can start to focus in determining where you may lie along the Digital Workplace spectrum. There are four areas we affectionately refer to as the Four Cs: Communication,Content,, Collaboration, and Context.
Key takeaway here is making sure the content, collaboration, and communication is presented to the employee in a way that is relevant to who they are and what they do. Key points w/r/t relevancy: For the content – address information architecture and metadataFor collaboration – user deeper user profiles to identify the right people, Search to find prior conversations.Communication – use channels and medium depending on the objective (blogs, videos, conferencing, newfeeds). Reinforce behavior of “outside-of-email” communication.Context – great place to start – what specific thing can you do to improve customer experience? Extranet solution. Finally, to address the issues of information overload – look to what can be done with MySites, where the user is more in control of information flow and access. Agreegated newsfeeds and consolidated task lists can help address this.