We've come a long way with intranets but still have a ways to go. How we can make them -- with case examples of leading firms -- into the future enterprise supporting vital new ways of working. My presentation at the Intranet Global Forum in Los Angeles yesterday.
3. (cc) 2014 Adjuvi 3
What does
today’s digital
workplace look
like in the wild?
What value can
they create for
intranets?
How can we
enable them?
4. AdjuviSOCIAL COLLABORATION
THE STATE OF THE ART: SOCIAL COLLABORATION
The employee collaboration
industry has moved to a new phase
that uses the proven techniques of
social media to capture and share
knowledge more powerfully than
ever before.
The combined data of many
studies in virtually every industry
has shown that social collaboration
is the most effective way known to:
1) Deeply engage employees;
2) Capture their knowledge, and;
3) Leverage it strategically.
4) Take us to the Future of Work
25% average productivity
gain once widely used
Source: MIT SMR
social tools
IBM Connections
5. AdjuviMOTIVATION
GOAL: HIGH PERFORMANCE & CREATING A BETTER WORKPLACE
• New modes of work & management: Work
pods, open business processes, networked team
structures, digital communities, purpose-driven
collaboration
• New digital tools: Enterprise social networks,
ideation systems, enterprise app stores, social
CRM, lightweight collaboration tools, unified
communications, next-gen CMS/DMS
• Supporting capabilities: Community
management, automated compliance safety nets,
social media/collaboration center of excellence,
collaborative literacy programs, enterprise
architecture, a great user experience
• Goals and roadmap: Leadership guidance and
guardrails, yearly business objectives
• Change management: Business process
redesign, stepped transformation of the business,
managed impact
7. AdjuviPRIORITIZATION
CONNECTING AN INTRANET TO VALUE
The Platform Doesn’t Matter That Much
(They will come and go, and your intranet must still be there.)
Even Adoption Doesn’t Matter That Much
Just get the right 10-20% involved, especially key executives
It is Who You Have Involved and What
They Do That Actually Matters
8. AdjuviTHE WHY
THE BUSINESS IMPERATIVE OF BETTER WORKPLACES
By 2015
$1.4
Trillion
Source: McKinsey
In untapped economic value
as the digital
workplace continues
to grow through 2019
9. Adjuvi
INTRANETS
WHAT WE’RE SUPPOSED TO PROVIDE
An intranet is a private website, accessible
only to an organisation's staff. Generally a
wide range of information and services from
the organisation's internal IT systems are
available from this that would not be available
from the outside, and one company-wide
intranet can constitute an important focal point
of internal communication and collaboration,
and provide a single starting point to access
internal and external resources.
This view has created great tension between being an information
directory versus genuinely supporting high value digital collaboration.
The latter is much more strategic and leads to new ways of working
10. AdjuviMOTIVATION
WHY DO WE REALLY DO THIS?
“How can I get more adoption
for my intranet?”
“What can I do to get more
leadership participation on the
intranet?”
“How is my intranet creating
strategic value for the
organization?”
This is probably not
the question you’re
asking, yet it’s the
most important
11. AdjuviDIFFERENTIATORS FOR HIGH PERFORMING INTRANETS
OLD SCHOOL INTRANET MODERN INTRANET
Publish everything centrally Let the network do the work
Budget spent on design Budget spent on engagement
Information management Community management
One central platform Embrace users everywhere
by Dion Hinchcliffe, (cc) 2015
Focus on gloss, brand Focus on user experience
Information directory
Enablement of knowledge
sharing and collaboration
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Adjuvi LLC
The end game: Examples of new types of work
13
• Story of Valve: A major company that is entirely non-hierarchical
and self-organized
• Story of Intuit: A company that used mass peer production with its
customers to create breakthrough customer care
See case study in Social Business By Design
• Story of Fold.It: An online community that solves some of the
scientific world’s largest problems using outsiders
And open source
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Adjuvi LLC
A groundbreaking strategic knowledge story: Fold.It
14
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Adjuvi LLC
A Class-Leading Example
15
“A Team-Based, Flat Lattice
Organization”
“How we work at Gore sets us apart. Since Bill Gore
founded the company in 1958, Gore has been a team-
based, flat lattice organization that fosters personal
initiative. There are no traditional organizational
charts, no chains of command, nor predetermined
channels of communication.
Instead, we communicate directly with each other and
are accountable to fellow members of our multi-
disciplined teams. We encourage hands-on
innovation, involving those closest to a project in
decision making. Teams organize around
opportunities and leaders emerge. This unique kind
of corporate structure has proven to be a significant
contributor to associate satisfaction and retention.”
Key stats for W.L Gore:
10,197 employees
$3.2B revenue (2013)
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16
The Trajectory of the
Modern Enterprise Intranet
Welcome page with essential
company information
1.0
Bulletin board with basic
company communications
1.1
Corporate newsletter with news
items & simple doc management
1.2
Help desk with simple transactional
features (employee directory)
1.3
Corporate apps - More complex
transactions like eHR and self-service
1.4
1.5
Enterprise portal - Integrated identity,
content, and applications
Basic social features such as blogs,
wikis, and discussion forums2.0
Social networking - User profiles,
activity streams, and microblogging
2.1
Corporate operating system - Integrated
apps drive internal and external work
2.2
1990s
2000s
2010s
Most
organizations
are still here
today
•Basic intranet presence
•Informational directories
•Content push
Theme
•Content management
•Self-service for HR,
IT help desk
•Productivity apps
Theme
•Peer information sharing
•Search that works
•Collective intelligence
•Integrated applications
that connect all work/data
Theme
Some Rights Reserved. 2015. by Dion Hinchcliffe v1.1
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17
Corporate operating system - Integrated
apps drive internal and external work
2010s
#social
#cloud
#mobile
#crossborder
#newwaytowork
Where is the Corporate Intranet Really Going?
sustained
competition
ESNs
UC
Online Communities
Collaboration
E-mail
evolution
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Adjuvi LLC
Datapoints for Mobile Workforce
18
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Adjuvi LLC
Class Leading Example: Barclay’s MyZone “Mobile Intranet”
• Designed for BYOD
- Not pushing, letting employees pull
- Also introduced it on 8,000 iPads for
employees
• Created Digital Eagles advocates
program to spread the word and
skills
Now 5,000 workers strong
- Removed desk between customer
and employee, replaced it with a
digital relationship
- Hard ROI: Online banking by
customers went up 283% since app
was introduced in 2013
19
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Workforce engagement is the real challenge
20
Most of your intranet efforts are wasted unless you address
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Yet the benefits of better engagement
could not be more clear...
21
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Can technology really improve employee engagement?
22
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The case for building more engaging workplaces
23
Source: AON
Only in North America is engagement declining
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And we’re neglecting to build the requisite worker skills
24
...to access the potential value we are enabling
25. AdjuviRETURN ON COLLABORATION
THE PROOF THE INDUSTRY HAS BEEN SEEKING
Fully connected organizations get outsized benefits
Source: McKinsey Social Technologies Survey
Data Breadth: Approximately 3,000 global enterprises participated in the survey
26. AdjuviSECTION_TITLE
AND IT’S LEADING TO NEW WAYS TO MANAGE AND WORK
Wirearchy
Social Business
Emergent Management
Theories, Methods for
Modern Leadership in the
Digital Age
blogs
wikis
enterprise social
networks
social CMS
unified
communications
online communities
IM/Chat
e-mail groupware
collaboration suites
digital organization
support tools
chronologicalevolution
Social Technology for
Mass Collaboration and
Self-Organization
•Inspire•Enable•Empower
crowdsourcing
•Re-imagine
•Transform
•Improve
Core Institutional
Business
Practices
leadership
management operations governance
hiring budgeting resource allocation
project management
product development
marketing and sales
How Technology and
Business Are Co-Evolving
into the Future Organization
30. Essential: Cultivate Professional Community Management
30
Key Point:
Mature social intranet
initiatives have 3x the
community managers
of low maturity efforts
32. AdjuviHOW TO BUILD COLLABORATION
LESSON: DIGITAL WORKPLACE IS A PEOPLE-FIRST PROBLEM
In the early years, new collaboration
and KM tools would be deployed and
they would often languish and be
greatly underutilized.
Why?
The reasons gradually became
apparent:
1) Many competing digital
channels exist to work in.
2) Collaboration is an aspect of
company culture. If the culture is
not collaborative, the tools won’t
be used.
3) Business processes that don’t
have collaboration built into them
won’t become collaborative by
themselves.
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• Non-interruptive and leveragable...
Two key reasons new forms of digital work
are different and more powerful
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Also, the “domino effect” of
emergent systems of engagement
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Adjuvi
Acquired
Board Member
Sponsor
connect.BASF
First Conceived by
Internal Think Tank
Stand-Alone
Solution
Owners
Interdisciplinary
Team
Involvement
Expert
Communities &
Advocates
Go/No Go
Decision for
Global Launch
Launch
Communication
Concept Pilot Launch
2007 2008 2009 2010 2011
5K
10K
15K
20K
25K
30K
User
Base
social intranet story
25% faster project management processes
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Adjuvi
Burberry CEO Angela Ahrendts ExploresTheir Social EnterpriseVisionWith
Salesforce CEO Marc Benioff at Dreamforce 2011
Stats: 6,600+Workers | 10M+ Facebook Fans | 15,000 Partners
‘s End-to-End Social Business Effort
20% higher profit within a year
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Adjuvi
21st Century Fox
• Collaboration
hub for a highly
distributed
organization
• Used to create
a common
culture
• Connect
people and
knowledge
• Drive business
performance
• One of the first
example of
podularity
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Digital Skills: Working Out Loud
Begin
Open Work
Request
Participation
Create Initial
Work Seed
and/or
Open Work InitiatorLegend Community Participant
Make Direct
Contribution
Discuss Open
Work Effort
Co-Curate Open
Work Effort
Community
Management
Start
Finish
End Open
Work Effort
Definitions
Open Work
A social business work
process where anyone
can contribute. You
choose the boundaries
of the community.
Co-Curation
Community-based
decisions on the best
contributions to
integrate into the
ultimate open work
effort.
Community Management
The process of 1) drawing
in the participants, 2)
managing their
engagement, 3) enforcing
standards, and 4) eliciting
their participation.
43. Enablement is Critical at Three Strategic Levels
43
Between Companies
Between Workers
Between Companies and Their
Customers & Suppliers
Some Rights Reserved. 2014. by Dion Hinchcliffe
• B2B Communities
• Global Solutions Networks
Examples
• Customer Communities
• Collaborative/Sharing Economy
• Social Supply Chain
• Social CRM
• Unified Communications
• Social Collaboration
• Unified Collaboration
strategic
knowledge
flow
49. AdjuviPEOPLE FIRST
CRAFTING A DIGITAL WORKPLACE STRATEGY
Those that have been most successful
with digital workplace have taken on
the culture and process issues at the
same time as the technology.
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Adjuvi
The staffing model for modern digital workplace
51. AdjuviCULTURE CHANGE
THE PART IT DEPARTMENTS OFTEN DON’T LIKE TO TALK ABOUT
FAILURE TO ADDRESS RESULTS IN POOREST OUTCOMES
52. (cc) 2015 Creative Commons. Some Rights Reserved.
What the entire modern model looks like
52
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Latest Best Practices and Lessons Learned
in Digital Workplace
• Changing behavior and building the right skills is
much more important (& harder) than selecting tools.
• There is no one platform.
• There shouldn’t be 100 either.
• The more control you seek, the less you get. Design for
it (emergence.)
• Collaboration needs a help desk (‘making sure people
share and collaborate with each other’)
- Top performers have 3x the community managers
• Store communication and collaboration. Make it
discoverable. Analyze it.
• Develop a social listening, analytics, and business
intelligence capability
• Adoption by itself is not a goal (at all.) Tie workforce
collaboration direction to highest value business
practices. Use your analytics to prove it.
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Social Business by Design
• Published by Jossey-
Bass, an imprint of Wiley
• The definitive
management strategy
guide and handbook on
social business.
• The most complete and
business-focused
statement on what social
business is and why it’s
strategically vital to the
future of our
organizations.
• Companion Web site at
55
http://socialbusinessbydesign.com