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Public Sector & Digital: Dealing with challenging change management

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Digital technologies and social engagement provide an opportunity for public institutions to better serve and interact with their users. However the implementation of digital ecosystems implies …

Digital technologies and social engagement provide an opportunity for public institutions to better serve and interact with their users. However the implementation of digital ecosystems implies structural, organizational and cultural changes. Through the case study of the Musées d’art et d’histoire in Geneva, Relax In The Air shows how the process of change management and digital transformation are user-centered (staff & public audience) and how they were established.

Sabine Dufaux (Strategist) and MC Casal (UX Strategist / Designer) were kindly invited by the Technology Observatory from Geneva State to talk about digital transformation. Other speakers and program (in French): http://www.ot-lab.ch/?p=3687

The original talk was held in French. We made it available as a slidecast (slides + audio). You can listen to it here: http://fr.slideshare.net/RelaxInTheAir/secteur-public-et-numrique-le-dfi-du-changement

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  • 1. Public Sector & Digital:Dealing with challengingchange managementCase Study: Musées d’art et d’histoire, Geneva22nd Journée de Rencontre de l’Observatoire Technologique - Geneva StateTopic: Transforming organizations Relax In The AirGeneva - February 1, 2013
  • 2. Copyright© http://kenyonsalo.files.wordpress.com
  • 3. CONTEXTCopyright© Relax in The Air
  • 4. 87%Source: Consumer Barometer, TNS, IAB, Google 41%
  • 5. Copyright© Relax in The AirRequest
  • 6. Copyright© Musées d’art et d’histoire de Genève - http://www.flickr.com/photos/mahgeneve/7830868710 Copyright© Relax in The AirMobileContextualYounger audiencesConversationalRequest
  • 7. Copyright© Musées d’art et d’histoire de Genève - http://www.flickr.com/photos/mahgeneve/7830868710Goals
  • 8. Copyright© Musées d’art et d’histoire de Genève - http://www.flickr.com/photos/mahgeneve/7830868710ReachHumanizeEngage GOals
  • 9. Integration & change managementCopyright© Relax in The Air
  • 10. Let’s go!Copyright© Brendon Connelly - http://www.flickr.com/photos/bzo/14417381/
  • 11. StrategyCopyright© Brendon Connelly - http://www.flickr.com/photos/bzo/14417381/
  • 12. kedin Facebook Flickr @ Copyright© Relax in The Air
  • 13. ImmersionCopyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home
  • 14. ResearchCopyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home
  • 15. Research Workshops Interviews Observation Existing Content & InformationCopyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home
  • 16. content = OpportunityCopyright© Relax in The Air
  • 17. Who? Management & Stakeholders Skepticals ChampionsCopyright© Seth Casteel - http://littlefriendsphoto.com/index2.php#!/home
  • 18. Governance & Processes Policies & Guidelines People MetricsCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214
  • 19. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 20. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 21. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 22. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 23. • Change the way you work: adapt, improve and be helpful. • intrapreneurship • Collaborative, conversational and empowered Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 24. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 25. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 26. Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 27. • roles & responsibilities • workflow • Content marketing • Conversation management • Crisis communication Relax In The AirOT Lab - February 2013Copyright© 2013 Relax In The Air
  • 28. Governance & Process Policies & Guidelines People MetricsCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214
  • 29. Being open requiresmore - not less - rigorand effort being incontrol. ____________________ Charlene Li, Altimeter Group
  • 30. Having the confidence and humility to give up the need to be in control.  inspiring commitment from people to accomplish goals.Copyright© Relax in The Air
  • 31. Copyright© Relax in The Air
  • 32. Governance & Process Policies & Guidelines People MetricsCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214
  • 33. LegitimizeCopyright© Relax in The Air
  • 34. LearnCopyright© Relax in The Air
  • 35. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/8405199288opportunities
  • 36. Governance & Process Policies & Guidelines People MetricsCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8249990214
  • 37. Internal buy-inCopyright© Relax in The Air
  • 38. ExternalCopyright© Relax in The Air
  • 39. Copyright© Relax in The Air ExterneCopyright© Relax in The Air keep learning
  • 40. outcomesCopyright© Relax in The Air
  • 41. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/8294346862social business
  • 42. Value creationCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 43. information sourcesCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 44. conversationCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 45. Before / AfterCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 46. e-reputationCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 47. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/8406718426/ enhance museum’s missionCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 48. Actions & campaigns New platforms internal Contributors new opportunitiesCopyright© Relax in The Air
  • 49. Take AwayCopyright© Enric Aguilera http://www.enricaguilera.com
  • 50. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/8137831392 Management supportCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 51. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/8043699191 LeadershipCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 52. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/7948529462 Do - test - LearnCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 53. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/8249991330 listenCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 54. Copyright© MAH Genève http:/ /www.flickr.com/photos/mahgeneve/7948529462 change takes timeCopyright© MAH Genève http://www.flickr.com/photos/mahgeneve/8138676990/
  • 55. Thank you relaxintheair.com @relaxintheair We are also on Linkedin, Vimeo, Facebook et Slideshare Relax In The AirMai 2011 Relax In The AirOT Lab - February 2013Copyright© 2013
  • 56. relax in the airCopyright© Relax in The Air
  • 57. Relax in The Air is a digital consultancy that thinks and designs better customer experiences for a digital world. Strategy & Research UX & Design Benchmarking & User Research Information Architecture (IA) Digital & UX Strategy User Centered Design (UCD) Multi Platforms Content Strategy Wireframing & Prototyping Social Media Integration User Interface Design (UI) Audit Interaction Design (IxD) Change Management Digital Branding & Visual DesignCopyright© Relax in The Air
  • 58. contact Sabine DUFAUX MC CASAL Managing Partner | Digital Strategist Managing Partner | UX Strategist & Designer sabine@relaxintheair.com mc@relaxintheair.com +41 79 745 30 74 +41 76 539 77 01 Office Relax In The Air Sàrl Rue Vautier 16 CH - 1227 Carouge hello@relaxintheair.com www.relaxintheair.com “We think and design user experiences for a digital world. Just relax. Together we can make it simple. ”Copyright© Relax in The Air