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Preparing for the
Near Future
Workplace: Case
Studies & Lessons
® 2015 ADJUVI 2
Introduction
Dion Hinchcliffe
• ZDNet’s Enterprise Web 2.0
• http://blogs.zdnet.com/Hinchcliffe
• ebizQ’s ...
(cc) 2014 Adjuvi 3
What does
today’s digital
workplace look
like in the wild?
What value can
they create for
intranets?
Ho...
AdjuviSOCIAL COLLABORATION
THE STATE OF THE ART: SOCIAL COLLABORATION
The employee collaboration
industry has moved to a n...
AdjuviMOTIVATION
GOAL: HIGH PERFORMANCE & CREATING A BETTER WORKPLACE
• New modes of work & management: Work
pods, open bu...
AdjuviDIGITAL TECHNOLOGIES
WHAT THE DIGITAL WORKPLACE LOOKS LIKE TODAY
AdjuviPRIORITIZATION
CONNECTING AN INTRANET TO VALUE
The Platform Doesn’t Matter That Much
(They will come and go, and you...
AdjuviTHE WHY
THE BUSINESS IMPERATIVE OF BETTER WORKPLACES
By 2015
$1.4
Trillion
Source: McKinsey
In untapped economic val...
Adjuvi
INTRANETS
WHAT WE’RE SUPPOSED TO PROVIDE
An intranet is a private website, accessible
only to an organisation's sta...
AdjuviMOTIVATION
WHY DO WE REALLY DO THIS?
“How can I get more adoption
for my intranet?”
“What can I do to get more
leade...
AdjuviDIFFERENTIATORS FOR HIGH PERFORMING INTRANETS
OLD SCHOOL INTRANET MODERN INTRANET
Publish everything centrally Let t...
AdjuviMINDSET
THE CORE DIFFERENCE BETWEEN EARLIER GENERATIONS OF COMMS IT
We’ve Learned to Let The Network Do The Work....
(cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
Adjuvi LLC
The end game: Examples of new t...
(cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
Adjuvi LLC
A groundbreaking strategic know...
(cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
Adjuvi LLC
A Class-Leading Example
15
“A T...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
16
The Trajectory of the
Modern Enterprise Intranet
Welco...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
17
Corporate operating system - Integrated
apps drive int...
(cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
Adjuvi LLC
Datapoints for Mobile Workforce...
(cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe
Adjuvi LLC
Class Leading Example: Barclay’...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Workforce engagement is the real challenge
20
Most of you...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Yet the benefits of better engagement
could not be more c...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Can technology really improve employee engagement?
22
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
The case for building more engaging workplaces
23
Source:...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
And we’re neglecting to build the requisite worker skills...
AdjuviRETURN ON COLLABORATION
THE PROOF THE INDUSTRY HAS BEEN SEEKING
Fully connected organizations get outsized benefits
...
AdjuviSECTION_TITLE
AND IT’S LEADING TO NEW WAYS TO MANAGE AND WORK
Wirearchy
Social Business
Emergent Management
Theories...
AdjuviCASE STUDY
END RESULT: TOTAL OVERHAUL OF 25 CORE BUSINESS PRACTICES FOR SOCIAL NETWORKS
AdjuviSECTION_TITLE
HOW ZAPPOS USED NETWORKS TO REIMAGINE THEIR WORKPLACE
AdjuviMOTIVATION
THE INTRANET CAN BE THE STARTING POINT FOR THE FUTURE WORKPLACE
...AND SOMETHING DEFINITELY WILL BE
Essential: Cultivate Professional Community Management
30
Key Point:
Mature social intranet
initiatives have 3x the
commun...
AdjuviOVERCOMING THE BARRIERS
HOWEVER, AT FIRST....
YOU WON’T GET THESE OUTCOMES
AdjuviHOW TO BUILD COLLABORATION
LESSON: DIGITAL WORKPLACE IS A PEOPLE-FIRST PROBLEM
In the early years, new collaboration...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
• Non-interruptive and leveragable...
Two key reasons new...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Also, the “domino effect” of
emergent systems of engageme...
® 2015 Adjuvi
Large-Scale Examples
35
(cc) 2015 Adjuvi
Adjuvi
(cc) 2015 Adjuvi
Adjuvi
Acquired
Board Member
Sponsor
connect.BASF
First Conceived by
Internal Think Tank
Stand-Alone
Solu...
(cc) 2015 Adjuvi
Adjuvi
Burberry CEO Angela Ahrendts ExploresTheir Social EnterpriseVisionWith
Salesforce CEO Marc Benioff...
(cc) 2015 Adjuvi
Adjuvi
21st Century Fox
• Collaboration
hub for a highly
distributed
organization
• Used to create
a comm...
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Digital Skills: Working Out Loud
Begin
Open Work
Request
...
AdjuviRETURN ON INVESTMENT
Leads to High Levels of Productivity, Efficiency, Innovation
® 2015 Adjuvi
Success Factors for Collaboration
Initiatives
Enablement is Critical at Three Strategic Levels
43
Between Companies
Between Workers
Between Companies and Their
Customer...
AdjuviSUCCESS FACTORS
FOCUSING ON THE BUSINESS VALUE
AdjuviSUCCESS FACTORS
MAINTAIN AN OPEN, INCLUSIVE VISION FOR FOR KNOWLEDGE WORK
AdjuviADOPTING SOCIAL COLLABORATION
GETTING TO CRITICAL MASS (THE TIPPING POINT)
Lesson: By adapting culture and redesigni...
AdjuviSUCCESS FACTORS
EARLY ADOPTION SUCCESS FACTORS
Research from
over 20
collaboration
initiatives
AdjuviCROSS-CHECKING
AdjuviPEOPLE FIRST
CRAFTING A DIGITAL WORKPLACE STRATEGY
Those that have been most successful
with digital workplace have ...
® 2014 Adjuvi. Confidential and Proprietary
Adjuvi
The staffing model for modern digital workplace
AdjuviCULTURE CHANGE
THE PART IT DEPARTMENTS OFTEN DON’T LIKE TO TALK ABOUT
FAILURE TO ADDRESS RESULTS IN POOREST OUTCOMES
(cc) 2015 Creative Commons. Some Rights Reserved.
What the entire modern model looks like
52
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Latest Best Practices and Lessons Learned
in Digital Work...
® 2015 Adjuvi
Questions
Slides: dion@adjuvi.com
(cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved.
Adjuvi
Social Business by Design
• Published by Jossey-
Bass, an...
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Preparing the New Future Workplace: Plenary Session at the Intranet Global Forum 2015 Los Angeles by Dion Hinchcliffe

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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.

Publicado en: Internet, Tecnología

Preparing the New Future Workplace: Plenary Session at the Intranet Global Forum 2015 Los Angeles by Dion Hinchcliffe

  1. 1. Preparing for the Near Future Workplace: Case Studies & Lessons
  2. 2. ® 2015 ADJUVI 2 Introduction Dion Hinchcliffe • ZDNet’s Enterprise Web 2.0 • http://blogs.zdnet.com/Hinchcliffe • ebizQ’s Next-Generation Enterprises • http://www.ebizq.net/blogs/enterprise • Chief Strategy Officer • http://adjuvi.com • mailto:dion@adjuvi.com • : @dhinchcliffe Judge
  3. 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. 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. 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
  6. 6. AdjuviDIGITAL TECHNOLOGIES WHAT THE DIGITAL WORKPLACE LOOKS LIKE TODAY
  7. 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. 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. 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. 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. 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
  12. 12. AdjuviMINDSET THE CORE DIFFERENCE BETWEEN EARLIER GENERATIONS OF COMMS IT We’ve Learned to Let The Network Do The Work....
  13. 13. (cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 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
  14. 14. (cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe Adjuvi LLC A groundbreaking strategic knowledge story: Fold.It 14
  15. 15. (cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 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)
  16. 16. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi 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
  17. 17. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi 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
  18. 18. (cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe Adjuvi LLC Datapoints for Mobile Workforce 18
  19. 19. (cc) 2015 Adjuvi, LLC | Creative Commons. Some Rights Reserved. | @dhinchcliffe 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
  20. 20. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi Workforce engagement is the real challenge 20 Most of your intranet efforts are wasted unless you address
  21. 21. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi Yet the benefits of better engagement could not be more clear... 21
  22. 22. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi Can technology really improve employee engagement? 22
  23. 23. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi The case for building more engaging workplaces 23 Source: AON Only in North America is engagement declining
  24. 24. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi And we’re neglecting to build the requisite worker skills 24 ...to access the potential value we are enabling
  25. 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. 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
  27. 27. AdjuviCASE STUDY END RESULT: TOTAL OVERHAUL OF 25 CORE BUSINESS PRACTICES FOR SOCIAL NETWORKS
  28. 28. AdjuviSECTION_TITLE HOW ZAPPOS USED NETWORKS TO REIMAGINE THEIR WORKPLACE
  29. 29. AdjuviMOTIVATION THE INTRANET CAN BE THE STARTING POINT FOR THE FUTURE WORKPLACE ...AND SOMETHING DEFINITELY WILL BE
  30. 30. Essential: Cultivate Professional Community Management 30 Key Point: Mature social intranet initiatives have 3x the community managers of low maturity efforts
  31. 31. AdjuviOVERCOMING THE BARRIERS HOWEVER, AT FIRST.... YOU WON’T GET THESE OUTCOMES
  32. 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.
  33. 33. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi • Non-interruptive and leveragable... Two key reasons new forms of digital work are different and more powerful
  34. 34. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi Also, the “domino effect” of emergent systems of engagement
  35. 35. ® 2015 Adjuvi Large-Scale Examples 35
  36. 36. (cc) 2015 Adjuvi Adjuvi
  37. 37. (cc) 2015 Adjuvi 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
  38. 38. (cc) 2015 Adjuvi 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
  39. 39. (cc) 2015 Adjuvi 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
  40. 40. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi 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.
  41. 41. AdjuviRETURN ON INVESTMENT Leads to High Levels of Productivity, Efficiency, Innovation
  42. 42. ® 2015 Adjuvi Success Factors for Collaboration Initiatives
  43. 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
  44. 44. AdjuviSUCCESS FACTORS FOCUSING ON THE BUSINESS VALUE
  45. 45. AdjuviSUCCESS FACTORS MAINTAIN AN OPEN, INCLUSIVE VISION FOR FOR KNOWLEDGE WORK
  46. 46. AdjuviADOPTING SOCIAL COLLABORATION GETTING TO CRITICAL MASS (THE TIPPING POINT) Lesson: By adapting culture and redesigning processes as a first class citizen.
  47. 47. AdjuviSUCCESS FACTORS EARLY ADOPTION SUCCESS FACTORS Research from over 20 collaboration initiatives
  48. 48. AdjuviCROSS-CHECKING
  49. 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.
  50. 50. ® 2014 Adjuvi. Confidential and Proprietary Adjuvi The staffing model for modern digital workplace
  51. 51. AdjuviCULTURE CHANGE THE PART IT DEPARTMENTS OFTEN DON’T LIKE TO TALK ABOUT FAILURE TO ADDRESS RESULTS IN POOREST OUTCOMES
  52. 52. (cc) 2015 Creative Commons. Some Rights Reserved. What the entire modern model looks like 52
  53. 53. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi 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.
  54. 54. ® 2015 Adjuvi Questions Slides: dion@adjuvi.com
  55. 55. (cc) 2015 Adjuvi. Creative Commons. Some Rights Reserved. Adjuvi 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

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