Presentation done at Engage 2014 (IBM Benelux User group). This presentation tells the story of the Secretary WorX program, which is about the user adoption of IBM Connections as a means for the WorX (New Way of Working) program at Saxion. It focuses on secretaries (PA's) as spiders in the web, to leverage user adoption in the organisation.

1. Secretary WorX
Social business adoption
Sasja Beerendonk (e-office)
Marion Vrielink (Saxion)
Breda, March 17/18 2014
for secretaries

2. Agenda
1. Introduction
2. Context: why and when this program?
3. Preparation is everything!
• goals
4. The program –
keys to success: interactivity & fun
5. Measurement results
6. Embedding in the organization

3. Introducing
User Adoption consultant for Saxion
e-office 1970 history teacher
collaborationconsultant
Rotterdam social IBM cooking
IBMChampion
adoption cats-and-dogs travel sci-fi
spinach analytics
Saxion 1963 ICT consultant in education
collaboration Hengelo social IBM Tennis
IBMChampion
Connect cats reading Sports music
Project Manager
WorX & Connect at Saxion
@Mvrielink
nl.LinkedIn.com/In/MarionVrielink/

4. About e-office
• e-office, founded in 1991
• ICS Social software award winner 2014
• We are IBM Premier Partner
• We employ about 100 specialists, located in Houten
• We propagate a good balance between people, organization and
technology to fit the way of working in this century: work21
• We implement the latest IBM and mobile technologies
• We guide the organizational and behavioral changes necessary to improve work
processes (user-adoption)
• We advise organizations on how they can use technology to improve collaboration
and to work more efficiently, regardless of time or place

5. About Saxion
• Saxion University of Applied Sciences
‘durft, kiest & doet’
• one of the largest institutions of higher education in the
Netherlands
• 2,400 employees
• Over 25,000 students (and growing) with a total of 55 different
nationalities
• 4 Locations: Enschede, Deventer, Apeldoorn, Hengelo
• 293 studies/schools
• Proposition: Living technology

6. In a nutshell…

7. Cascade model of goals
18-3-2014 @EngageUG #engageug 7
Saxion mission
WorX goals
Secretary WorX goals

8. 18-3-2014 @EngageUG #engageug 8
Qualitative
• Enhance personal effectivity of employees by using
available technology optimally
• Enhance collaboration
• Transparant and efficient, embed cntinuity
• Enhance employee well-being, engagement and work
pleasure
• Be an attractive employer, contribute Living
Technology
• Lower perceived d work pressure
Mission summary
• Enhance co-creation internally and in partnership with organizations
• Personal leadership
• Profiling in the domain High Tech Systems & Materials
• Offer inspiring learn- and work environment / attractive employer
• Enhancing well-being employees
• Enhancing available knowledge within Saxion and in partnership with organizations
• A well-oiled organization with clear business processes is necessary
Quantitative
• Smart, more with less, quality education
• Less travel time and cost per location
• Lower perceived work pressure by decreasing
time spent on meetings with 20%
• Less email (40% less)
> Implication: Investment in time and focus
requires a different way of working (Courage and
intelligence required!)
Qualitative
• Enhance pro activity MA’s
• Shift the foundational attitude of MA’s to
unburdening
• Enhance availability and accessability of
Academies or Services
Quantitative
• Allow for substituteability
• Lower time spent on calendar delegation,
meetings and reports with 20%, so the time
can be spent on pro activity and unburdening

9. Context
Connections
pilot
(IT project)
• efficient meetings
WorX program
• aligning technology
with HR objectives
Secretary WorX
1 + 2
• leverage adoption
WorX coaching
• embedding in the
organization
More
• BaU week
• Teacher WorX
• Leadership WorX
• Unified Communication
• Kudos
• WorX coaches

10. Seeding
• pilot coaching
• managing meeting efficiently more, and more, and more
• More WorX scenarios:
• WorX videos for all scenarios
• why
• instruction
• online reference material (Wikis)
• Saxion Aacdemy workshop

11. Scenarios

12. WorX scenario videos
see all videos (dutch) on Youtube:
http://www.youtube.com/channel/UC25r6XP2Aq-VoLXWy4ucwcA
Slim vergaderen
Jezelf profileren
Grip op de werkprocessen
Kennis en ervaring delen
Informatie de baas
Een lege Inbox

13. Why Secretaries?

14. qualitative
• Management’s perception of proactivity
• Enhance the perception of unburdening by
management
quantitative
• Functional substitutability
• Time reduction calendar management
• Time reduction deliberation (meetings)
• Time reduction reports
KPI’sOperationalizationmodel
Pleasure
• enjoying work
Personal efficiency
• Availability
• get knowledge (pull)
• bring knowledge (push)
Process efficiency
• Predicatble
meeting process
Time reduction
• Hours saved per week
Proactivity
• Times proactive acts
per week
Unburdened manager
• Perception of being
unburdened

15. Goals Secretary WorX
• Get to know eachother better
• Collaborate more intensively
• Share knowledge
• Professional development
• Substitutability
• Work smarter and more efficient
• more uniform work processes
human
organizationtechnology
housing

16. Program specification
• In-depth interviews
• manager / PA
• 3 workgroups
• Persona ‘Secretary in 2020’
• Learning days
• Professional work scenarios
• Kick off
• 3 Learning days
• Embedding in the organization

17. Interviews
Purpose of interviews:
• Get a good look at secretaries
current work activities & time spent
• Develop a Secretary Persona and Work Scenarios
Outcome:
“Often we re-invent the wheel" “There sometimes are too many
and too long meetings” "We often are so busy" "there is a lot of
freedom to do the job role, that’s what makes it unclear“ "I often have plans to
make things better, but then rarely come around to do it" “What does the Board
and management want?"

18. Organisatie
Impression workgroups

19. Workgroup persona Secretary in 2020
Alexandra Otterlo
Alexandra.Otterloo@saxion.nl Alexandra
Otterlo
secretaresse
ontgaderen
time management
kennisbank
app party
GTD
go digitaal
zero e-mail
The birth of fictional PA
Alexandra Otterlo with all her
exellent qualities that PA’s
should want …

20. Alexandra Otterlo
Alexandra.Otterloo@saxion.nl Alexandra
Otterlo
secretaresse
ontgaderen
time management
kennisbank
app party
GTD
go digitaal
zero e-mail
x
x
x
x
x
x
x
x
Als secretaresse ondersteun ik de sector Beweging en Vitaliteit.
Van 10.00 – 13.00 uur is ons bureau open voor alle vragen en persoonlijke
afstemming. Daarna vind je me meestal op de 6e verdieping, maar als je me nodig
hebt kun je me het beste online vinden.
In mijn werk laat ik alles digitaal. Zo is het altijd beschikbaar op laptop of tablet. Met
het mailen van bestanden ben ik maar gestopt. Dat leverde meer werk op dan dat
het mijn directeur ontzorgde. Ik ben een groot voorstander van onze nieuwe
werkwijze. Iedereen blij.
Ik werk samen met Jennifer, als je een vraag hebt kun je zien of een van ons online
is. We geven altijd antwoord, want we werken op dezelfde manier en in dezelfde
systemen.

21. Alexandra Otterlo Goed gedaan! U bent 5 keer bedankt voor een actie! Level 1 bagde
verdiend.
Alexandra Otterlo Nieuwe toevoeging aan de werkafspraken in onze Secretaresse
Community. De werkgroep was unaniem, zo moeten we de externe meetings gaan
organiseren!
Alexandra Otterlo Net terug van de tablet party! Nieuwe app’s gezien die ik ga uitproberen.

22. Workgroup work scenarios
3 work scenarios:
• Availability and accessibility
• Meeting smarter
• Professional development
behaviour
work arrangements
control
technology
space

23. Kickoff

24. Workgroup learning days

25. Executive support is a must!

26. Saxion spiders

27. spiders@Saxion Community

28. How did we bring interactivity and fun
into the program?

29. Photo shoot‘Profiling yourself’
.

30. ‘Kudos: ‘ladder points’

31. ‘If you really knew me / Over de streep’

32. Meetings

33. Polls

34. Traffic light
I’m going to stop this
I’m going to continue this
I’m going to start this

35. Per group:
tell about your actions, inspiration and your continuous organisation
form
Everybody:
Do we believe this group will succeed?
Are we going to do this as well?
Health polls

36. Karaoke Dolly Parton’s
Working 9 till 5
Became:
Working when we like!

37. Measurement results
• O measure
• 1 measure
• 2 measure
1. how would you rate your job satisfaction at the
moment?
2. how do you see your personal effectiveness?
3. To what extent do you ‘get’ or ‘bring’ knowledge to
your fellow secretaries?
4. how do you value the current meeting process?
5. my perception of my time constraints is as follows ....
6. I use my tablet at the moment!
7. By using skills I can save … time each week.
8. when it comes to pro-activity towards my supervisor
or customer group, I see myself now:

38. Let’s ask a secretary …

39. Embedding in the organization
• Just 3 learning days doesn’t cut it ...
• Focus on attention and time afterwards to implement WorX
succesfully
• more Saxion Academy workshops
• banners, posters
• Little steps and just do it!
• The best secretaries
will become a buddy (WorX coach)!

40. The coaching triangle
yourself
The organisation advisorThe manager / director

41. WorX promotion materials
Examples:
• Pictures with our green WorX (work) glove
• Our scenario’s
• Roadmap
• WorX Coaches
• Certificate

45. WorX coaches
popup boards

46. Certificate

47. Thank you