Tag Archives: digital workplace

I agree the digital revolution is cultural, not technological, and….

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:

  1. 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.
  2. 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.
  3. 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.
  4. 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!

Measuring the unmeasurable benefits

Having a good governance framework supporting your strategy helps you to manage your intranet better.  The benefits people using the intranet will experience include:

  • Consistently good experience whenever they access it
  • Confident they can rely on the information
  • Reassured by the integrity of the information and apps
  • Quickly find what they need
  • The intranet is the best way to help with their work
  • They can see the value of using it

However, intranet stakeholders will need more than good words about the benefits.  They need to see the case for investing in it as well.  That means making a financial case based on measurable benefits.  Having a well-managed intranet helps make it easier to identify and measure the benefits.

How will you answer with confidence the questions that people ask you starting with “Why…?” or “How…?” or “What…? and their statements starting with “You can’t…, You shouldn’t…, You won’t…, That’s not possible…”

There are different benefits you can measure. While they include traditional financial “return on investment” (ROI) benefits, they extend beyond that to wider benefits that good governance can support to cover:

  • financial benefits that impact on the bottom line of your organisation’s financial results
  • quantified non-financial benefits, such as improved productivity
  • unquantified non-financial benefits such as culture changes

Some of these may be familiar to you.  However, how you can use them, may be novel. They will help show wider benefits you had not considered before. This is especially so if you can combine these

It seems to be the larger the amount of benefits, the more difficult it is to measure accurately and to a level of confidence, that can convince your stakeholders!  The best chance of succeeding is to determine the method that will be most effective for measuring the benefits for your own particular audience.

It is what you measure, how you measure it and how you demonstrate the benefits.  That is critical to gain the support you need for, and the understanding of, good governance.

Providing clear examples that senior stakeholders accept helps you to get their attention and support when you demonstrate how your intranet is critical and beneficial to your organisation.

Lastly, you have a better idea what it is that you can measure and avoid wasting time trying to find out something that is very difficult.  You need to decide on the benefits you will measure, the way that you measure, and how you explain and show the results, that will help you to improve your intranet.

Without this, the full value of the strategy and governance framework you have worked so hard to implement will be unknown.  It is vital to show the benefits to justify the work you have done and to plan with confidence for further improvements based on the success of your intranet to your organisation so far.

Developing your Intranet Manager career: it’s all about partnerships

I have written a guest post for ClearBox Consulting on the need to invest at least as much time connecting with your stakeholders as identifying business requirements for technology.

In January, I wrote that intranets are transforming into digital workplaces.  As your intranet transforms into a digital workplace so the people you need to work with will expand and change.  That will involve you investing time building relationships with new and existing senior managers. They will be your stakeholders who will be at the top of your governance hierarchy.

Read more about how getting that balance right will be a giant step forward to likely success.

 

How much is your digital workplace (and manager) worth?

Do you know how much your digital workplace or intranet is worth to your organisation?  How would start to answer the question? With the global economic climate unlikely to improve greatly, organisations will want to know the full benefits to justify before investing in your plans.

In 2015, intranets are now at a jumping off point to become digital workplaces.  People are increasingly using different methods to connect whenever they need to.  When they connect it is to find information, use apps, share some news or ask for help with a work problem.

In my last three posts I have covered how this is a wonderful opportunity for you to make your digital workplace a great experience, how you need to find everything to avoid it becoming a barren digital desert, to encourage more frequent use and improve people’s productivity.

There are several steps you can take to improve the chances your plans will be approved.  To demonstrate the benefits your digital workplace you will need to look beyond traditional financial ‘ROI’ to wider benefits that also help your organisation:

  1. Have a strategy, governance framework, and information architecture that shows how you support your organisation.
  2. Demonstrate the full benefits of your plans.  Think about the top priorities and goals your organisation has and align with them.
  3. Find the right methods that can assess the different benefits you identify as possible to achieve.  This can be using surveys, polls, or more expert analysis.
  4. Consider the different ways you can show these benefits to convince your stakeholders.  Make sure you talk their language to help them understand your plans.

If you can complete all of these steps, you will have the best chances to gain the resources you need to implement your plans to transform your intranet into a digital workplace.

It may also help show the value you provide as well.  More on that in a later post!

How you can avoid your digital workplace becoming a barren desert

Do you know where everything is in your digital workplace?  It’s an easy question for me to ask.  However, the answer may be more difficult for you to answer.

In 2015, intranets are now at a jumping off point to become digital workplaces.  People are increasingly using different methods to connect whenever they need to.  When they connect it is to find information, use apps, share some news or ask for help with a work problem.

In my last two posts I have covered how this is a wonderful opportunity for you to make your digital workplace a great experience, encouraging more frequent use and improving the productivity of people using it for their work.

By combining a clear information architecture with a good governance framework you create a thriving digital workplace, not a barren desert where there is little chance of finding that oasis of vital content you need.

To successfully transform your intranet into a wider digital workplace where everything may be in the cloud with people accessing it from any device, anywhere and at anytime, you need to consider these steps:

  1. It is critical your governance framework and information architecture are synchronised and have the same scope.  You should have one person with overall responsibility for making sure this happens.  You also need a common understanding of what they both include.  Making this transparent on your digital workplace so other people can see them helps any gaps or overlaps to be spotted quickly and acted upon.
  2. You need to agree what that scope should be.  Is it for accredited content, collaborative content, and applications or only some of these?  Whatever the scope is, you need to communicate it clearly with stakeholders.  You also need it approved so you have the authority, should you need it, to contact anyone operating outside of its scope.
  3. Your governance framework needs to have the roles and responsibilities set out with a hierarchy showing reporting lines for strategic and operational activities.  It also need to include the publishing standards for your content owners, editors and application owners to comply with.  This is essential for a consistently good experience for anyone using your digital workplace.
  4. Your information architecture needs developing to meet the requirements of your organisation.  It should become an overarching structure for all your content and applications. Get these right and you have the ingredients for a consistently good user experience, achieving two aims:
    1. Help people using your digital workplace to quickly find what they need for their work and to be more productive.
    2. Help publishers and app owners to easily find the right place for their accredited and collaborative content, and applications.

Try to avoid a piecemeal approach by implementing only some of these steps.  That can lead to confusion and a poorer experience as people keep adjusting to the changes.  It will also lead to less productive employees and less frequent use of your digital workplace.

That is something you need to avoid by considering how all the steps can be adopted and the full benefits gained for your organisation.  Now, that’s a good message you want to communicate, isn’t it! :)

Is your digital workplace experience good or bad?

Intranets are now at a jumping off point to become digital workplaces. In 2015 organisations are no longer just talking about ‘digital’.  People are increasingly using different methods to connect whenever they need to.  When they connect it is to find information, use apps, share some news or ask for help with a work problem.

In my last post I recommended you have clear business requirements, the right direction set with a strategy, support from your stakeholders, and measures agreed that can demonstrate the benefits of your approach.

You also need people to have a consistently good experience every time, with every device, from every place to successfully transform your intranet into a wider digital workplaceWhat can you do make this happen?  I recommend you consider the following:

Within a governance framework you need to implement publishing standards for everything people use across your digital workplace.  People need to be familiar with what they access, no matter what device they use.  This saves time with people not stalling while they check everything before they start using it.

This is easier said than done though!  Firstly, you need to identify your business requirements for your publishing standards.  Once this has been done, you can then develop what publishers need to do to implement each standard.

The difficult bit is getting your publishing standards applied to all your content and apps, whatever device someone is using to access them.  But you have to do this to be consistent.  Without achieving this, people may doubt what they are using because it may look different and the experience vary too much.  For example:

  1. Ownership: Every piece of content and app has an owner who can be contacted for further information.  Think about how you need to show this for each device people may use.
  2. Timeliness: Every piece of content has a review date that gives people confidence they can rely on it being accurate and current.  Again, think about how this can appear for every device.
  3. Findability: Every piece of content and app, in whatever format is needed for each device, is indexed by your search engine so it can be found quickly.  Making sure it is properly tagged by your publishers will also help people find what they need more easily.
  4. Usability: Every piece of content and app should consider mobile users first.  That can be a big change of focus.  More and more, people will use a smartphone or tablet to access what they need.  Test your content and apps with these devices to get the user experience right.
  5. Navigation: Every piece of content and app needs to be linked together so you can quickly move from one to the other.  Menus need to work with every type of device and will need testing before implementation.  You don’t want oasis of content that are disconnected from each other by a digital desert.

You will need to include in your governance framework how you can achieve this.  Publishers will need to be trained on how to use the publishing tools obviously.  For collaboration tools that really should be by following simple guidance because they are very easy to use.

However it must also cover what your publishing standards are, why they need to be implemented and most importantly, how that will be achieved.  You need this for a common platform of knowledge and understanding across your publishing community.

Follow up the training for your publishers by educating them with simple processes to publish content, develop apps, etc., and support their publishing needs with guidance, Frequently Asked Questions, discussion groups.

Taking this approach will help give people a consistently good experience every time, with every device, from every place to successfully transform your intranet into a wider digital workplace.

 

Is this your ‘once in an intranet career’ opportunity?

Intranets are now at a jumping off point to become digital workplaces. In 2015 organisations are no longer just talking about ‘digital’.  They are now starting to take steps, sometimes slow and tentatively, towards transforming their online content and apps into something that is better coordinated.  People are also becoming better connected with their digital workplace or intranet whenever they need to be.

While this is great news for intranet practitioners, there is also pressure to make sure you take the right direction and invest in the right technologies, skills, and resources.  This is a ‘once in an intranet career’ opportunity to turn all your long-held dreams into the digital reality you have wished for.  It can also place a great amount of responsibility on you to get it right.

So, what do you need to do?  How can you turn this into your proudest moment in your career rather an underwhelming disappointment?

To successfully transform your intranet into a wider digital workplace where people can collaborate, have mobile access and apps on demand you need to consider what steps to take.  These should include:

  1. Vision: What does the future look like?  What will your organisation become in the future?  How will your intranet/digital workplace support it?  You need to be able to clearly answer these questions from your senior leaders.
  2. Direction: What is the right direction from your intranet?  How will you get from today’s intranet to the future digital workplace?  You need to be aware what your organisation’s strategic priorities are.  You need to see how your digital workplace can align with and support their achievement.
  3. Requirements: What are your organisation’s requirements?  Have you an existing strategy for your intranet?  You need to identify what exactly your senior leaders – stakeholders – need from you.  You also need to seek support from senior leaders for your plans.
  4. Plan: How are you going to complete your journey from intranet to digital workplace?  You need to be able to work out the resources needed, prioritise your activities, and timescales to achieve everything.
  5. Measure: What is the current position?  How does the transformation compare when it is completed?  You need to demonstrate the changes you have made.  You should measure the full value gained – not just the narrow ROI formula – to show how your organisation benefits from a digital workplace.

For me, these are essential steps to take when transforming your intranet into a digital workplace.  This could be the most important thing you do in your intranet career.

Make sure you research to learn from other transformations, both good and not so good outcomes.  Seek advice from people who have experience or you trust.  If in doubt, seek expertise to help you get it right.

You probably won’t get a second chance if it goes wrong so make sure you prepare thoroughly so you will succeed.