On day 2 of the WCMS14 conference I ran a workshop about mobile collaboration. People can help each other or can ask for help to collaborate. Having mobile access means you can do this whenever you need to and not have to wait any more. To achieve this there are four areas to focus on:
- Make it easy
- Manage it smartly
- Technology has to meet business needs
- Involve people with mobiles
1. Make it easy
The main point is to create an overall consistent experience for people whatever device they use. With more mobile devices than traditional PCs being sold now, organisations should put the need of mobile people first.
By removing the barriers, mobile users don’t need extra logins to be able to collaborate online. It should also be possible to collaborate while offline and the tool synchronise and update automatically.
Research with mobile users what they need most to help them collaborate online, what experience it needs to be and identify tools with the best adoption rates and understand why.
Manage it smartly
It is important that any governance is built to help people collaborate while mobile and not hinder this aim. By extending existing publishing standards to cover mobile use appropriately you continue with one governance framework. The same applies to roles and responsibilities for content and app owners as well as intranet managers.
The findability of content is critical. Having one search engine that covers all the information architecture helps to achieve this. The decision over whether you have one version of the content or app which is responsive to different designs or different versions for each size screen will depend on the information architecture you develop and on security needs.
How long is it before information become knowledge? Your answer to that will decide whether all your collaborative content stays online and is searchable or is archived after a period of time or inactivity or removed permanently. There are no right or wrong answers but you do have to decide what is best for your organisation.
Technology has to meet business needs
Make sure you have the right solution for the right business requirements. This means being very clear what you need before you start to research the technology that can meet your business needs. It will probably also mean you don’t choose the top solution, partly due to the costs, but also because it provides features and functions that you have no immediate or foreseeable need for.
Any technology for mobile collaboration bought or developed needs to be configurable and shown to work with existing systems and platforms.
You need to consider how many operating systems your organisation will support for the different mobile devices used for mobile collaboration. This needs to cover the issue of BYOD. A balance needs to be struck which may be something like x number of operating systems will be guaranteed to give a good mobile user experience and support y mobile devices. You can choose other mobile devices but you should not expect to be guaranteed a good mobile experience.
Involve people with mobiles
You should not assume what collaboration tools people with mobile devices need. You need to research their needs not just make something accessible from a mobile device and say the experience is good enough.
Involve people at the earliest stage of developing the user experience. As soon as the development is good enough for basic use it should be thrown open to mobile users to test out. They can feedback any problems or improvements that will help them to collaborate better to be acted upon.
A perpetual beta development status can be adopted for the mobile collaboration tools to avoid long delays in improvements, the need for major re-launches. Small, incremental, changes can be made quickly based on clear feedback and involvement from mobile users.
Lastly the testing can be a formal User Acceptance testing approach or more informal and open to anyone with a mobile device to use at any time. The process needs to be transparent and a playground/sandpit available where all development can be tested out. This may need IT to change its approach!
- Remove barriers that prevent adoption
- Have one governance framework
- Right mobile collaboration tools that meet needs
- Involve people who use mobile
Posted in best practice, beta testing, collaboration, governance, mobile, publishing, search, standards, usability, user testing
Tagged best practice, beta testing, collaboration, governance, intranet applications, search, standards, usability, user testing
I am looking forward to participating at the World Class Mobile and Social- Enabled Enterprises event on 5 and 6 June in Frankfurt, Germany.
If you are thinking of coming to one of the best mobile events in 2014 please use this code WCMSSPEAKYOURLASTNAME in the special requirements section on the registration form.
I will be running a workshop on mobile collaboration. I intend to cover how to can be worthwhile, making it easy, and gain the benefits of people collaborating while using their mobile device.
I will also be finding out more about the latest best practice case studies from Europe and North America and networking with the experts on mobile workplaces.
Recently I posted on how to develop an intranet strategy and how to develop a digital workplace strategy. One of the key factors either strategy must consider is the growing needs of people who use mobile devices to access information needed to help with their work. I believe it is so important that it justifies its own strategy to help achieve the full benefits.
When developing a strategy for people who are mobile it is important you consider the following factors:
- Research with mobile workers what exactly their requirements are. Don’t guess! And don’t accept the experience is good enough just because the content or app can be accessed from mobile devices.
- Involve mobile workers in testing as you develop your intranet to make sure it will be a good experience for mobile devices before it is launched. Don’t assume it will just be alright on the day.
- Be clear how many different operating systems your organisation can justify supporting. While wanting to support the different operating systems for mobile devices it is stupid to aim to support every system. A balance between IT costs and capabilities with mobile users’ needs to be agreed.
- Decide on your approach to responsive or device specific designs for mobile users. Do you want/need to publish the same content in more than one place? Is the management of one piece of content too heavy for all types of devices that need to access it?
There are some key principles which you can apply to help you create a mobile strategy for your organisation. Find out more information on how to develop a mobile strategy.
I have recently been reading Jane McConnell’s report ‘The Digital Workplace in the Connected Organization‘. You will have to go a long way and use a lot of effort to find another research report that will be as interesting, insightful and better value for money. If you haven’t bought a copy then please consider seriously doing so.
What is new this year?
The Digital Workplace Scorecard
The main innovation is the Digital Workplace Scorecard, which is based on the nine dimensions of the digital workplace model described in this report. The Scorecard works from self-assessment: scores are calculated based on several hundred data points from the responses to the online survey questions.
All participants receive (privately) their own scorecard and can compare themselves to others in their industry by looking at the industry-specific scorecards or to the Early Adopters. All industry scorecards are published in the report.
The digital workplace in the context of the organization
This year’s report represents a major step forward in understanding how the digital workplace impacts and is impacted by organizational processes, structures, leadership, culture and mindset. The survey covered these points in addition to the traditional questions about people capabilities, mobile services, finding expertise, sharing knowledge and so on.
Twenty-three “In Practice” Cases
“The Digital Workplace in the Connected Organization” contains 23 “In Practice” cases that are developed in more detail than in previous years. The organizations selected for these cases stood out during the data analysis process, either because of high scores or because their comments and examples are relevant to challenges many organizations are facing today.
There are so many great insights and highlights that I was spoilt for choice on what to write about. Three highlights for me are:
Jane identifies this as a critical factor defined as ‘the values, expectations and ways of thinking that determine how people and organizations act’. My experience with intranets successfully transforming into digital workplaces requires senior managers to lead and encourage employees to change their way of working. Even more important is for senior managers to demonstrate by example how they are using it to help themselves for employees to follow.
Many organisations have just started to adopt digital workplace ways of working. Many of my clients are in this position. Factors like access to real-time information, finding out information from people you don’t know and resilience when bad weather or other problems can affect service. Adopting the digital workplace can help to remove these major business issues with benefits of improved customer service and productivity savings.
As Jane says in her report ‘People are increasingly deciding how they want to work and which tools suit them best regardless of corporate policies.’ with organisations recognising this as becoming the new reality with many employees saying they are ‘discouraged but accepted’ when using personal devices for their work. To me that feels like a major shift from a year ago and one of my 2014 predictions.
Overall this research can be referred to many times as you continue your jouney to a fully integrated digital workplace for your organisation.
Posted in benchmark, best practice, digital workplace, engagement, intranet, mobile, research
Tagged benchmark, best practice, digital workplace, engagement, mobile
It is not often that I recommend on my blog information to read that I believe is helpful and easy to read. Today is an exception (not just because I played a very small part in its creation)! :)
ClearBox Consulting with Kilobox Communiqué noticed that while on the top level of intranet sites there is good quality content, as you get into the lower levels standards start to drop. Often people have been trained on the publishing tool but had little guidance on how to get the most from an intranet as a channel e.g. how to write headlines, how to phrase links, etc.
They have created an excellent set of 10 FREE guidelines, each 1-2 pages long, covering the following topics in plain English:
- Effective headlines: help people choose what to read
- Images: attracting interest and conveying meaning
- Links: how to link to pages and files
- Layout: how to structure articles for scanability
- How to help people search for, and find, your content
- Content: write for your audience, not for your boss
- Documents vs pages: when to use PDF, Word, and other formats
- Engage: writing to start a conversation
- Channels: how to reach the right audiences with your content
- Mobile content
I recommend you read and share these with your publishers to help improve the overall experience people have with your intranet.
Thanks Sam and Wedge!
Posted in best practice, communication, content management, engagement, help, intranet, mobile, publishing
Tagged best practice, communication, content, engagement, help, intranet, mobile, publishing