The sites I use most frequently for the latest news or to order something I want to buy or to help me with a problem e.g. travel directions are not unique sites. There are alternative sites I could choose to use but I don’t. I keep using the same ones. Why is that?
Firstly the site I keep using obviously meets my needs but if we take news sites as an example there are many that provide the latest news. It is not just that it provides me with news, there are other reasons why. A new design may be compelling for the first time and new features may also encourage me but to keep me coming back again and again it needs something more.
It is more likely to be the consistency in the look and feel; navigation to help me find related content quickly; help when I need to find out more e.g. contact the content owner so I am confident that I can rely on what I read as being accurate and up to date. In other words it is a place that is well-managed and applies some form of governance to give me a consistently good experience whenever I use it. That is what keeps me coming back for more.
When I think of some of the great internet sites I use like Amazon, Wikipedia, BBC News, it is because they also have a great governance framework which is the foundation to giving me a great experience every time I visit them. Without it these sites would miss something which would sooner or later make me try an alternative.
The same analogy that I have applied to a web site will also apply to any mobile app, intranet, digital workplace or collaboration tool. The size and complexity of the online space being managed is irrelevant. The same principles of governance will always apply. Those which are well-managed will be used more because they give a more consistent user experience and can be relied upon more to provide whatever you need.
Since 1996 when I first started my journey with intranets, collaboration tools, digital workplaces and mobile workspaces I have appreciated how important it is to have a governance framework that supports its purpose. It can be the crucial factor that causes a quicker adoption, increased usage and higher satisfaction with people to help with their work.
Posted in benefit, best practice, digital workplace, governance, intranet, standards
Tagged benefit, best practice, digital workplace, governance, intranet, standards
I recently posted on how you create a strategy that helps you to implement SharePoint successfully. I then posted on how you to develop the right level of governance to manage SharePoint well. But how do you gain the full benefits that SharePoint offers? And how should you be measure it?
There are three areas you should prioritise:
- Productivity improvements: time saved solving problems using SharePoint instead of meeting in person to do this. There are the costs of travelling avoided too.
- Savings in hardware, support costs and licences from moving content and tools on existing technology to SharePoint.
- Business intelligence can lead to opportunities to increase revenue through quicker responses to sales leads and customer service problems.
You may have other areas. The key is to understand what business benefits you could gain from using SharePoint.
My first-hand experience at BT and from working with clients is that you benefit from using SharePoint. It is your approach which is critical!
You can out more information on how to measure the full value of SharePoint to help you
Posted in benefit, best practice, content management, intranet, SharePoint, SharePoint 2010, value
Tagged benefit, best practice, digital workplace, intranet, sharepoint, sharepoint 2010, value
I recently wrote about how you should manage your intranet. A governance framework based on your business requirements is a good approach to take to achieve a well-managed intranet.
Part of your business requirements will need your organisation to comply any laws that apply in any country you operate in. A strong governance framework will help avoid the risks of non-compliance with all legal requirements in the most effective way. It is better to look at the bigger picture and be consistent rather than have a local, fragmented, approach.
Factors you need to consider are:
- The impact on your organisation’s brand and reputation if it is non-compliant with a legal requirement. Is it really a risk worth taking? Can you foresee all the fallout from the publicity?
- It is not something you should just pay ‘lip service’ to. You need to be serious about meeting not just the letter of the law but the spirit of it too. It can have many positive benefits if approached in the right manner rather than seen as inconvenient and a hindrance.
- Living the values of your organisation by being able to demonstrate that employees are respected by your intranet complying with all legal requirements. This may also encourage people to join your organisation rather than a competitor.
My first-hand experience and from working with clients is that intranets that are legally compliant by using best practice examples have a positive impact on your organisation and your intranet role. It is how you approach this which is the critical success factor!
You can out more information to help your intranet avoid the legal risks.
I have the great privilege of delivering the keynote address on 13 November at the IntraTeam Event in Stockholm. I will be showing delegates how to sell the idea of mobile to senior executives with examples of how a good experience along with a great plan can convince decision makers in your organisation.
This builds on previous posts on mobile which you may have missed before over the past year. I have shared my presentation here for you to find out more mobile.
I am looking forward to meeting some old friends as well as make new friends during this conference. If you can’t make the conference then you can follow on Twitter #IES13 to find out what is happening.
If you can’t make the conference but would like to meet up with me please contact me as I have some limited free time on 12 – 14 November while I am in Stockholm.
Posted in benefit, digital workplace, engagement, intranet, mobile, plan, strategy, value
Tagged benefit, digital workplace, engagement, intranet, mobile, plan, strategy, value
In my last post ‘BT field-based workers use the digital workplace‘ I talked about the benefits and drawbacks of people who work remotely adjusting to huge changes in the way they work.
It made me think of when I have discussed with clients or people at workshops or after presentations who had the view the digital workplace only affected people in offices or more specifically ‘knowledge workers’. They were surprised this wasn’t the case.
So, let me say now very clearly (big drum roll please) the digital workplace is for all employees. In fact it can extend to their customers, suppliers, and other third parties who they share a working relationship with.
A digital workplace’s prime aim is to help and support employees whether office, mobile or home-based, to be more effective. That will mean being more productive – no delays finding what you need, completing tasks when you need, sharing knowledge online with other people – and effective so your organisation benefits too.
Examples of how other employees, not office workers, can benefit from using a digital workplace are:
- Retail staff using tablets to stock-take on products and order more.
- Retail staff at check-outs having latest news shown on equipment they also use for payment of products.
- Mining of minerals using vehicles and tools operated from remote locations away from the mining area.
- Meter readings for customers’ use of utilities e.g. gas, electricity, and water uploaded in real-time for bills to be created and issued while the person is still continuing to visit other customers.
- Parcel deliveries tracked using GPS by customer service to monitor and send updates to the delivery person’s mobile device.
- Field engineers able to use mobile devices to receive customer information before visiting and update with the outcome before moving on to their next customer.
These are just a few examples to illustrate the point I am making here. The digital workplace affects all employees. The level of impact will be different depending on the work but it is hard to think of work that is NOT influenced in some way by a digital workplace with news, collaboration, online tasks and processes.
What examples can you think of?
Posted in benefit, collaboration, communication, digital workplace, engagement, intranet, mobile
Tagged benefit, communication, digital workplace, engagement, mobile, value
What is it you can do for people to realise your content is of value, it is useful, reliable, and authoritative? In my previous posts in the series of ‘Showing the value of your information’ I help you to show to people how valuable it is.
Making sure your content is up to date so people using it can rely on it is vital to showing its value to everyone. There are two main types of content: accredited and collaborative. I will start with accredited in this post and cover collaborative in a future post.
Accredited content is authoritative and reliable. People will use it with confidence, knowing it is current and relevant. It is usually information that has a large audience. A limited number of people can edit the information with access controlled by permissions. Usually one person will have clear ownership.
Accredited content normally meets all of your publishing standards. Here are some features which help show people it is of value:
- Review date shown to reassure you the content is current and can be relied upon
- Last updated date to show it is actively being managed too
- Comply with your organisation’s Information Retention Policy
- Remove content that is no longer relevant or accurate
How to show its value
When a policy is no longer needed the normal method is to remove it so people are no longer using something which is out of date and not relevant. The best approach is to replace the content with an explanation of what has happened and a link to the most relevant content people should now use.
This shows the content was valued by the care taken to remove it, explain what has happened and help people find related information which will help them. This also helps the related information to retain its value because of this approach.
Posted in benefit, content management, governance, intranet, publishing, standards, value
Tagged benefit, best practice, content, governance, intranet, publishing, standards, value
Some organisations are starting to realise the potential of mobile
working can help employee’s productivity, engagement, and their work/life balance. But the reality is a lot of organisations aren’t there yet. Most will provide a poor user experience and be reluctant to invest time and money developing a rich mobile user experience.
Security and risk are concerns that often create the barriers to further mobile integration. How can you overcome these barriers?
In this post I will cover how your organisation can provide useful functionality for your employees while still mitigating or addressing the following risks:
Fear of the unknown
There may still a perception by some people in Legal, Security, and Regulatory parts of your organisation that because they don’t fully understand how increased use of mobile devices to access tools and information or share knowledge and problems can help it must be ‘bad’.
The best way to handle this approach is to research what other organisations have done with mobile. You should focus on:
- Successful examples of adoption
- Competitors with your organisation who are ahead of you
- Lessons to learn where mobile hasn’t worked
- Prepare how and what you are going to share
- Identify the right stakeholders
People who do not fully understand why you authenticate can be over cautious and create many layers of authentication. The ‘just in case’ approach will just strangle the use by mobile devices of the apps and content you need to use to help you with your work.
Why would you use your mobile to access something online that takes just a few seconds if you have to enter usernames and passwords several times before you can get to it that takes several minutes? It’s just not going to happen. You need to explain:
- What people are being asked to authenticate for e.g. use apps
- Why authentication is needed e.g. protect intellectual property
- How authentication can have maximum effect for minimal impact with ‘smart’ authenticating used only when needed and not duplicating at every level; different levels of authentication based on type of content or app to be used
- Building security into your mobile device so your authentication feeds through to the content and apps to be accessed if possible
- BYOD – is personal mobile devices the best way or should you stick with company mobile devices?
Your organisation needs to be resilient and always able to survive whatever potential crisis it may face. This means supporting your employees wherever and whenever they are using their mobile devices. By having people in many locations your business is more resilient to these unforeseen events when they happen. Mobile can help by:
- Removing the ‘single point of failure’ problem with office based people all in one location
- Accelerating the recovery time from a ‘crisis’ to provide service to customers especially if face to face visits are needed e.g. employees with mobiles in different locations
- Showing better value made in infrastructure and data centres investment with availability 24/7 for when mobile workers need to use it
Addressing these concerns with your key stakeholders will help you remove the barriers preventing you from giving your mobile users the functionality and good experience needed to help with their work.
Posted in application, benefit, intranet, mobile, strategy, value
Tagged applications, benefit, bt intranet, digital workplace, mobile, value