What is more important: people? process? or technology? | Enterprise 2.0 Blogs                                            ...
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What's More Important? People, Process, or Technology?

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What's More Important? People, Process, or Technology?

  1. 1. What is more important: people? process? or technology? | Enterprise 2.0 Blogs Page 1 of 2 about communities faqs aiim.org contact us Enterprise 2.0 community Welcome: Rich Blank Logout ALL YOU NEED TO KNOW ABOUT ENTERPRISE COLLABORATION What is more important: people? process? or technology? By Rich Blank (/users/sharepointpmp) at Sun, 07/18/2010 - 18:46 Managing Consultant for NouvEON Consulting www.nouveon.com I often see executives and project managers take charge of projects and focus on process first, people second, and technology last when it comes to change... While I understand the thinking behind that mindset, in today's world it is very difficult to leave the technology as an afterthought. And when it comes to changing how organizations collaborate & socialize in this globalized web 2.0 world, technology is usually part of the (/users/sharepointpmp) answer.   Now some argue that technology should be secondary Subscribe to RSS (/e20/users/305/blogs.xml) to process & culture when it comes to change. On the other Follow me on Twitter (http://www.twitter.com/@sharepointpmp) hand, sometimes the “system” actually causes the bad behavior or doesn’t allow or encourage the right human behavior.   So  what is more important – people, process or technology?   If a CEO wants to know why engineers don’t act “social” and share knowledge across teams, then it’s a probably a people or cultural issue or incentives aren’t aligned accordingly or management isn’t encouraging it. Technology alone won’t change that. Social behavior is not something that can be mandated or dictated by management. Otherwise it’s just another thing we “have to do” and is viewed as a task or work. Social behavior is a two way street between workers and management with a heavy emphasis on management ….. who needs to encourage, promote, and reward good behavior. And the technology if implemented correctly should be there to support the culture, enable socialization, and hopefully easily facilitate the desired behavior. I’d argue that you can’t always treat the technology and the system as secondary to culture……as the system influences the process and culture as much as process impacts technology. Some corporate cultures don’t promote collaboration or social behavior because of the systems they have in place. The airlines for example have terrible antiquated systems. And if the process is not easy or takes too long because the person behind the counter is typing too many letters and codes or doesn’t know how to easily do something — workers and customers may say “why bother” and everyone is frustrated by the “system”.  At a macro level, social behavior within a country is often influenced by the “system” of government. The founding fathers of the US seemed to focus first on creating a "system" that ultimately empowers and protects people's rights.  I'm not sure if there's enough focus on "process" in government. If there is one -- well, it's probably inefficient at best. While I don't think you can leave the "system" as an afterthought, government systems might tell us how important the process actually is. Of course too much process & control is no good either as history has taught us. Anyway.... Technology in so many ways today influences the way we socialize, collaborate, and share knowledge …. Today, workers rely too heavily on email & instant messaging as the main source of communicating, collaborating , and sharing knowledge where information gets lost and workers can't filter out the noise and simply miss or ignore the “message”.  Blackberry’s are great (I have one), but sometimes they simply add to the problem vs. make us more productive….   It seems safe to conclude that you have to treat technology, people, and process equally if you want your organization to become that social and collaborative enterprise everyone talks about and puts in their grand “vision” statements. http://aiimcommunities.org/e20/blog/what-more-important-people-process-or-technology 8/5/2010
  2. 2. What is more important: people? process? or technology? | Enterprise 2.0 Blogs Page 2 of 2 Comment: * • Web page addresses and e-mail addresses turn into links automatically. • Lines and paragraphs break automatically. More information about formatting options (/e20/filter/tips) (javascript:Recaptcha.reload ();) (javascript:Recaptcha.switch_type('audio');) (http://recaptcha.net/popuphelp/) SAVE This post and comment(s) reflect the personal perspectives of community members, and not necessarily those of their employers or of AIIM International http://aiimcommunities.org/e20/blog/what-more-important-people-process-or-technology 8/5/2010

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