Intranet to Digital Workplace Where are we

Intranet to Digital Workplace – Where are we? Analysis of 50 Task Identification polls 16 th April 2014 Copyright © Customer Carewords Ltd

Why has the Intranet failed to achieve its full potential? l l It’s a file server – a place to store stuff, old content never reviewed or removed A propaganda tool – a place where management tell staff how good things are Organisation centric architecture – badly designed navigation, horrible search Lack of resources and very little management

Why do we need a new approach? l l l Increasing recognition from management that quality, fast information is a competitive advantage Innovation increasingly comes from collaboration across organisation silos and with third parties Web technologies allow for greater integration of systems

Searching takes up to 2 hours per day? Hidden cost $14 k per employee/year? 1 in 2 lacks crossorganizational information 70% of customer agents lack information? 1 in 2 managers overloaded with information http: //www. flickr. com/photos/simon_aughton/ Source: The Digital Workplace by Infocentric. Research More than half of information needed not searchable 25% time loss due to overload 63% make critical decisions w/o being informed

Innovation Process. Improvement Agility Learning organisation http: //www. flickr. com/photos/simon_aughton/ Source: The Digital Workplace by Infocentric. Research Ability to Change

“ 93% of all employees use an intranet at least weekly, however, … mostly … for basic functions such as company directory, benefits information, and payroll. ” http: //www. flickr. com/photos/simon_aughton/ What's Holding Back Your Intranet? Forrester's Web Site Review For Intranets Exposes Barriers To Use And Adoption http: //www. forrester. com/Whats+Holding+Back+Your+Intranet/fulltext/-/E-RES 55142? is. Turn. Highlighting=false

The digital workplace is about creating a seamless employee experience that helps people quickly, easily and effectively do their jobs. • Disparate systems • Poor management of information - launch and leave culture • Poor usability • Silo culture http: //www. flickr. com/photos/simon_aughton/

Background l l 49, 000 employees voted on their Top Tasks 55 Organisations (UK, Sweden, Norway, Denmark, Belgium, Holland, US, Canada) Method l l Take the Top Tasks from each poll (top 75%) Put each task into a class

Top Task Classes 2006 - 2014

Top Task Classes 2006 - 2010

NOT FLAT

Policies and guidelines need to be available at the TASK I need to Book a Taxi What the procedure for authorising travel by taxis? Oh. . I might need to check how to authorise that

Inconsistent Metadata I need to Book a Taxi Policies & Procedures>Travel>Taxi Authorization Travel>Book a Taxi Policies & Procedures>Travel >Taxi Authorization

Aaron Cole https: //www. flickr. com/photos/awcole 72/ License https: //creativecommons. org/licenses/by-nc-sa/2. 0/

News New Model Launch Task Product

My Work 13%

What does the data tell us about where we are on the journey towards the Digital Workplace?

My Work 33% Tools & systems

Intranet Digital workplace Classification by organisation unit, system or tool Classification by task Every tool / system different design Seamless experience Launch and leave Continuous improvement Collaborate within workgroups Collaborate across silos Buy new systems – ignore usability Usability at the centre Top down communications News you can use Poor metadata Consistent joined up across silos metadata Distributed publishing – lots of people publishing Small professional teams