In Gerry McGovern’s latest post he says ‘Digital transformation is cultural transformation first and foremost. Some time ago, I dealt with an organization that had just installed collaborative software. The problem was that the employees saw no benefit in collaborating. Surprise, surprise, collaboration didn’t happen. Collaboration, first and foremost, is a cultural thing, not a technological thing.’
While I agree with Gerry as far as he goes, I also believe the type of governance deployed for collaborative content can be a major barrier to people adopting these tools. Too often the governance used for accredited content e.g. policies and news articles, that are official and factual is also tried (and fails) for collaborative content.
A more ‘light touch’ form of governance is needed to remove the barriers that prevent people wanting to share their ideas or offer suggestions that may help someone with a work problem. Here are some examples of what I mean:
- Posting on a blog or contributing to a discussion group should not need you to ask for permission before you start. It should be ‘on demand’ so there is no delay between when someone needs to use a collaboration tool and being able to. Often the need is urgent and passes quickly so any barrier preventing its use could mean the content is lost forever.
- You should not need formal training before you use the collaboration tool. A) the tool should be so easy to use it isn’t needed and B) understanding how to comply with the publishing standards such as ownership and content review dates shouldn’t be required.
- Usability and design shouldn’t be something you need to bother with. The important thing is your content. Make sure the template you use has the right functionality that people can just start using and understand easily.
- Adapt and embed as many of your publishing standards that are relevant to collaboration into the templates e.g. navigation menus, field for contributor to enter their personal details.
Taking this approach shows how the culture has changed from a ‘command and control’ view of governance many years ago for a limited amount of corporate content. Now, many people can use a wide range of collaboration tools to publish their views and opinions and be comfortable with the experience and knowledge that the content is managed appropriately.
The governance adopted fits the cultural revolution and helps, not hinders, it. Long may that continue!
Posted in best practice, blog, collaboration, digital workplace, governance, intranet, podcast, standards, usability, wiki
Tagged best practice, blog, collaboration, digital workplace, engagement, governance, intranet, standards, wiki
I have been fortunate to work with and view many sites, intranets, digital workplaces, mobile and collaborative spaces since 1996. Many technology features and fads aimed at helping people have a good experience have come and gone. However, throughout this time, having a clear strategy with good governance to support your intranet, has consistently been shown to help meet your organisation’s key priorities and add measurable value.
Your strategy sets the direction you need to move in with a clear scope and set of aims to be achieved, aligned with other related strategies and overall strategy for your organisation.
Your governance framework helps your strategy continue in the right direction. It will show how you manage everything and how everyone can work together. It will cover scope, purpose, roles and responsibilities, publishing standards and support, and resources needed.
The main reason for a strategy and governance framework is the benefits to be gained from applying it well. The time and effort are the same but the impact can vary so you don’t always achieve a consistently good experience.
Measuring all the benefits and showing the value to your organisation of a critical business tool will improve your credibility and help to justify future investment.
With that in mind I have re-designed my site to focus on Strategy; Governance; and Measuring Value.
Please contact me if you want to find out more.
Posted in benefit, best practice, collaboration, communication, digital workplace, governance, intranet, mobile, Office 365, SharePoint, strategy, value
Tagged benefit, best practice, collaboration, communication, digital workplace, governance, intranet, measure, mobile, sharepoint, strategy, value
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