© 2009 IBM Corporation
Workplace of the Future at IBM
Luis Suarez
Lead Social Business Enabler
Blog - http://elsua.net
Twi...
© 2013 IBM Corporation
3
2
Demographics
 433K employees + contractors
 170 countries
 2,800 locations
 100+ acquisitio...
© 2013 IBM Corporation3
Experienced workers
(aged 50+)
Mid-career workers
(aged 35 - 50)
New generation workers
(born afte...
© 2013 IBM Corporation4
...and different work expectations
“how important is EXTERNAL social networking in performing your...
© 2013 IBM Corporation5
...and different work expectations
“how important is INTERNAL social networking in performing your...
© 2013 IBM Corporation6
Workplace of the Future
The Workplace of the Future is our response...
The Workplace of the Future...
© 2013 IBM Corporation7
What we've done to establish the foundation
1. We continue to strengthen our core collaboration ca...
© 2013 IBM Corporation
8
■ Email
– IBM Notes
• All employees using Notes as email
• ~40M emails exchanged daily
• 292K iNo...
© 2013 IBM Corporation9
Home page
See what's happening across your
social network
Blogs
Present your own ideas, and learn
...
© 2013 IBM Corporation10
Profiles: all IBMers
Communities: 102K public & 101K private online communities
Wikis: 113.6K wiki...
© 2013 IBM Corporation11
3. We support device flexibility
BYOD (bring your own device) is a corporate program
that allows e...
© 2013 IBM Corporation12
4. We evolved our “workplace” to include collaboration and
social

1996: w3 Intranet
operated by...
© 2013 IBM Corporation13
5. We are taking new approaches...
...in how we listen to and communicate with our
employees
 So...
© 2013 IBM Corporation
Additional Personas: * IBM Office based employee * Work at home employee * Frequently travelers and...
© 2013 IBM Corporation15
7. We developed a social business governance plan
2005 2008 20112009 2010
Conducted
enterprise ri...
© 2013 IBM Corporation16
Summary: Workplace of the Future Guiding Principles
■ Work at IBM will be done by open, interconn...
© 2013 IBM Corporation17
Backup
17Sunday, September 15, 13
© 2013 IBM Corporation
Four themes define the Workplace of the Future
Time Flexibility Team Flexibility
Device Flexibility ...
© 2013 IBM Corporation
Using my personal
computer, I join a
project status review
call with team
members in Europe
and the...
© 2013 IBM Corporation
“I am a Development Manager in Germany responsible for Collaboration Products. I manage
employees i...
© 2013 IBM Corporation
"I am an SAP consultant in the UK working on a transformation project for a financial company.”
I us...
© 2013 IBM Corporation
At home, using my
personal computer, I join
a department meeting
with my US-based
manager to discus...
© 2013 IBM Corporation23
Social computing governance model for inappropriate use
•IBM benefits from a strong underlying fou...
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Interaction 2013 - Conference - Luis Suarez - The Workplace of the Future

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Find out how social networking, mobile, cloud, big data and analytics are all converging helping redefine how knowledge workers not only get work done, but become much more engaged employees as part of this new and emerging Connection Economy.

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Interaction 2013 - Conference - Luis Suarez - The Workplace of the Future

  1. 1. © 2009 IBM Corporation Workplace of the Future at IBM Luis Suarez Lead Social Business Enabler Blog - http://elsua.net Twitter - @elsua Acknowledgements: Barb Mathers (@barbmathers) - Director, Workplace & Collaboration Solutions 1 1Sunday, September 15, 13
  2. 2. © 2013 IBM Corporation 3 2 Demographics  433K employees + contractors  170 countries  2,800 locations  100+ acquisitions since 2002  50% with less than 5 years experience  Over 50% are mobile A globally integrated enterprise -- business in a smart, connected world The multinational era -- replicating The international era -- exporting 20th Century 21st Century Employee work trends Working where I want, when I want … ■ with the information that I need (data, applications, web access) ■ using any available connectivity type (wireless, high speed, secure VPN and disconnected) ■ using any corporate approved device (laptop, smartphone, tablet) ■ with the support that I need (voice, web, globally, 24x7) Work is no longer a place! IBM demographics and work trends 2Sunday, September 15, 13
  3. 3. © 2013 IBM Corporation3 Experienced workers (aged 50+) Mid-career workers (aged 35 - 50) New generation workers (born after 1980) wisdom and intellectual capital of the organization essential professionals and middle managers critical to long-term viability and innovation email instant messaging social ...generational shifts are unleashing different work styles 3Sunday, September 15, 13
  4. 4. © 2013 IBM Corporation4 ...and different work expectations “how important is EXTERNAL social networking in performing your job?” Length of tenureLength of tenureLength of tenureLength of tenureLength of tenure Total <5 years 5-9 years 10-19 years 20-24 years 25+ years I am willing to share my expertise publicly with people outside of IBM. 37.1 35.7 38.9 38.7 38.5 33.6 Maintaining a profile on an external social network enhances my professional reputation. 41.9 46.9 43.9 40.3 35.3 27.5 Sharing my expertise is important for my professional development. 53.2 59.2 55.5 50.5 46.4 36.6 4Sunday, September 15, 13
  5. 5. © 2013 IBM Corporation5 ...and different work expectations “how important is INTERNAL social networking in performing your job?” 0 15 30 4560 10+ years <5 years Overall 2012 Somewhat Very 0 13 25 3850 10+ years <5 years Overall 2010 Somewhat Very 5Sunday, September 15, 13
  6. 6. © 2013 IBM Corporation6 Workplace of the Future The Workplace of the Future is our response... The Workplace of the Future creates innovative capabilities that enable work to be performed anywhere, anytime, with anyone, in a secure and socially collaborative way, furthering IBM's leadership as a smarter workforce. •Virtual desktops •Social •Anytime / anywhere •Audio / video •Collaborative •Mobile / BYOD •Cloud •Secure 6Sunday, September 15, 13
  7. 7. © 2013 IBM Corporation7 What we've done to establish the foundation 1. We continue to strengthen our core collaboration capabilities 2. We deployed a social computing platform to enable collaboration 3. We support device flexibility 4. We evolved our “intranet workplace” to include collaboration and social 5. We are taking new approaches in how we listen to and communicate with our employees 6. We are moving away from a one-size-fits-all model 7. We developed a social business governance plan ...for the Workplace of the Future 7Sunday, September 15, 13
  8. 8. © 2013 IBM Corporation 8 ■ Email – IBM Notes • All employees using Notes as email • ~40M emails exchanged daily • 292K iNotes-enabled ■ Instant messaging – IBM Sametime • 320K unique users daily • 250K concurrent users during peak load • 50M instant messages per day (10M in 2009; 5M in 2008; 2M in 2007; 1M in 2006) • 578 messages per second ■ Video conferencing – Sametime video pilot underway ■ Web meetings – Sametime meetings • 21M Web Conference Connection minutes per month – SmartCloud meetings • 41M Meeting Connection minutes per month ■ Office Productivity Tools – Symphony deployed to all employees ■ Web collaboration – IBM Quickr Domino – 8,416 Quickr Places – 4.25TB of data – Members = 173K • IBM Internal: 141K • External: 32K ■ Soft phone – 50K employees using Sametime Unified Telephony (SUT) 1. We continue to strengthen our core collaboration capabilities 8Sunday, September 15, 13
  9. 9. © 2013 IBM Corporation9 Home page See what's happening across your social network Blogs Present your own ideas, and learn from others Communities Work with people who share common roles and expertise Files Post, share, and discover documents, presentations, images, and more Profiles Post updates to your board and find the people you need Wikis Create web content together Social Analytics Discover who and what you don’t know via recommendations Activities Organize your work and tap your professional network Bookmarks Save, share, and discover bookmarks Forums Exchange ideas with, and benefit from the expertise of others 2. We deployed a social computing platform to enable collaboration Empowers users to be more innovative and helps them collaborate & execute more quickly with dynamic networks of co- workers, partners and customers. IBM Connections Social Software for Business 9Sunday, September 15, 13
  10. 10. © 2013 IBM Corporation10 Profiles: all IBMers Communities: 102K public & 101K private online communities Wikis: 113.6K wikis, 1.86M pages, 120.4M views Blogs: 482K users, 89K blogs, 296K entries Bookmarks: 69K users; 1.7M bookmarks, 5.01M tags Activities: 714K users; 457K activities, 9.02M entries Files: 1.53K files shared, 57.1M downloads Forums: 208K files shared, 1.05M topics, 3.35M posts, 191K users who have posted Social software adoption in IBM 10Sunday, September 15, 13
  11. 11. © 2013 IBM Corporation11 3. We support device flexibility BYOD (bring your own device) is a corporate program that allows employees to use a personally owned device for work instead of, or in addition to, a corporate-issued device. Employee satisfaction: allowing employees to choose a device that they prefer; no longer a one-sized-fits-all model Increased productivity: supports employees being able to work when they want, where they want, using mobile devices Why BYOD? 11Sunday, September 15, 13
  12. 12. © 2013 IBM Corporation12 4. We evolved our “workplace” to include collaboration and social  1996: w3 Intranet operated by Corp. Comms (17k/day)  2000: One IBM Single Portal Strategy (500K/ day)  2004: Role-enabled workplace (2M/day)  2009: Collaboration platform  2010: Social enterprise: internal/ external  2010+: Workplace of the Future 1996 w3 intranet 2000 Common Function 2004 Role-enabled workplace 2010+ Workplace of the Future 2010 Lotus Connections Social Enterprise 2008 Self-deployment, Web 2.0 2009 Collaboration Platform Consumption ---> Participation 12Sunday, September 15, 13
  13. 13. © 2013 IBM Corporation13 5. We are taking new approaches... ...in how we listen to and communicate with our employees  Social analytics*  Workplace Effectiveness Surveys  Global Information Technology Satisfaction Survey  ibm.com Satisfaction Survey  Web traffic metrics  Search Effectiveness metrics  Jams  Employee Focus Groups  Full transparency about our IT plans*  Social IT Help*  Crowd-sourced online help content* 13Sunday, September 15, 13
  14. 14. © 2013 IBM Corporation Additional Personas: * IBM Office based employee * Work at home employee * Frequently travelers and acquisition employees * Employee with high technology adoption * Low technology adoption * Employees with accessibility requirements Customer Facing IBMer Characteristics - Sales, Consulting, Project Management - Highly mobile IT Requirements - Access intranet resources with mobile device - Needs lighter weight laptop or tablet - Flexibility in e-mail quota Current IT Environment - Most have laptops for ease of travel - Approx. 2/3 regularly use Smartphones - Collaboration tools usage is very high Growth market employee in support role Characteristics - Customer support, application delivery - Works from IBM offices IT Requirements - Requires low cost workstation - Simpler software update solution - Limited remote access and mobility needs Current IT Environment - Many use Desktops - Collaboration tools usage is low - Network infrastructure is unreliable Manufacturing employee Characteristics - Manufacturing and Hardware development - Works in plants and labs IT Requirements - Simpler software update solution - Critical members need Smartphones for monitoring Current IT Environment - Uses shared workstations - Low use of smartphones and collaboration tools Research and Dev. IBMer Characteristics - Researcher, Software and Hardware developers - Works from IBM offices or home offices IT Requirements - Requires powerful workstations for development - Interested in using personal Smartphones Current IT Environment - Most have high powered workstations - Collaboration tools usage is high - Early adopters of new technology General IT user Characteristics - Admin. Support, Operations, Finance, HR - Works from IBM offices IT Requirements - Requires e-mail, web browser, Sametime, office productivity tools and some business applications Current IT Environment - Most have laptops with basic capabilities - Collaboration tools usage is moderate - Uses pre-defined set of applications Employee in executive role Characteristics - Highly mobile - Frequent travelers IT Requirements - Access intranet resources with mobile device - Needs lighter weight laptop or tablet - Requires basic set of applications Current IT Environment - Most have laptops for ease of travel - Most use Smartphones regularly - Collaboration tools usage is very high 6. We are moving away from a one-sized-fits-all model 14 Tablet target Virtualization target Virtualization target Tablet target 14Sunday, September 15, 13
  15. 15. © 2013 IBM Corporation15 7. We developed a social business governance plan 2005 2008 20112009 2010 Conducted enterprise risk assessment Published Social Computing FAQs Added social module to Business Conduct Guidelines Updated Computing Guidelines (3.0) Social Computing added to the IBM Enterprise Risk Map Risk assessment conducted, and risk management process established Established the Social Business Management Council* with cross-IBM participation Established project office to support Council decisions and execution Addressing security specific concerns as part of security governance * The Social Business Management Council ensures that IBM takes full advantage of social media to drive business benefit while managing the potential risks associated with employee use of social media. Employees wrote blogging guidelines Blogging guidelines updated and reviewed to produce the Social Computing Guidelines 15Sunday, September 15, 13
  16. 16. © 2013 IBM Corporation16 Summary: Workplace of the Future Guiding Principles ■ Work at IBM will be done by open, interconnected, global communities where knowledge is collective and accessible. ■ Contribution is immediate and utilized to create the highest value for IBM, its clients, and the world. ■ The workforce will be flexible and agile; adapting to the changing needs of the business. ■ Work will happen anytime, anywhere, on any trusted device, in any language. ■ The tools of work will be easy to use, seamless, and always available. 16Sunday, September 15, 13
  17. 17. © 2013 IBM Corporation17 Backup 17Sunday, September 15, 13
  18. 18. © 2013 IBM Corporation Four themes define the Workplace of the Future Time Flexibility Team Flexibility Device Flexibility Location Flexibility Time flexibility supports work / life balance and business needs. Device flexibility allows employees to use the device that works best for them. Location flexibility supports employees working where they need to work. Team flexibility supports the business needs of dynamic and fluid teams. Workplace of the Future 18 18Sunday, September 15, 13
  19. 19. © 2013 IBM Corporation Using my personal computer, I join a project status review call with team members in Europe and the US. 6:00 AM I meet the finance team and work on financial projections for the quarter. I use my IBM Tablet to view the projections. 9:00 AM After lunch, I go to a client location for a presentation. I download the presentation from an external Connections Community on my IBM Tablet. 12:00 PM “As a US executive working in China, I am responsible for building a new development organization. I use IBM Connections to stay connected with my extended team around the world.” I attend a conference call on Marketing Strategy for a new product, then write a Blog on the new strategy. Executive – A Day in the Life of Steve (Time Flexibility) While driving to the IBM location, I dictate a to-do list using my personal, secure Smartphone. 1:00 PM I meet a friend for lunch and use my personal Smartphone to check emails while I wait for him to arrive. 4:00 PM Between 4:00 PM and 8:00 PM, I have dinner with my family and take my daughter to piano practice. 7:00 AM I have breakfast with my family before taking my kids to school. FLEXIBILITY 8:30 AM Steve switches seamlessly between his IBM Tablet, his personal computer and his personal Smartphone (Device) He uses IBM Connections to keep in touch with both external and internal teams. (Team) Steve takes advantage of his travel time by using IBM technology and his personal Smartphone. (Time) Steve is able to work in many locations using all his devices. (Location) 8:00 PM = Time flexibilityLegend: = Team flexibility = Device flexibility = Location flexibility19 19Sunday, September 15, 13
  20. 20. © 2013 IBM Corporation “I am a Development Manager in Germany responsible for Collaboration Products. I manage employees in the US, China and India.” While waiting for my children to get on the bus, I text my manager that my team will need additional resources to finish development on time. I receive a reply text from my manager that I should submit a TopCoder request for additional resources. After dinner, I write performance reviews for my employees and determine country-specific regulations for awarding performance pay. I send an email to my manager requesting to hire a contractor for three weeks. I attend a professional association dinner with managers from other companies and use my Smartphone to get directions to the restaurant. 8:00AM 10:00PM12:00PM 6:00PM Manager – A Day in the Life of Kimberly (Team Flexibility) Kimberly works with various types of team members to ensure quality, cost effective development of IBM Collaboration Products. (Team) Kimberly has the ability to work at multiple places. She no longer “goes to work” but “does work.” (Location) She uses multiple devices depending on where she is what task she is completing. (Device) Kimberly enjoys Work-Life Balance. (Time) At an IBM office, I connect my Android tablet to the IBM WiFi so that I can view presentation materials for a worldwide all hands meeting that I am attending. Meanwhile, I use my IBM laptop too submit the TopCoder request. 9:00 AM While attending my son's sporting event, I receive an email back from my manager approving the short term contractor. I put in the request right away. 3:00PM FLEXIBILITY = Time flexibilityLegend: = Team flexibility = Device flexibility = Location flexibility20 20Sunday, September 15, 13
  21. 21. © 2013 IBM Corporation "I am an SAP consultant in the UK working on a transformation project for a financial company.” I use my IBM laptop to create a newsletter article and then I post it to Connections so that I can access it from both my iPad and personal, secure Smartphone to review the layout on different mobile devices. On the plane, I respond to emails, on my personal iPad and log today's travel expenses in the WW Expense Reimbursement application and save as a draft. In a taxi on the way to the airport, I receive a reminder on my personal Smartphone about a 2pm call with my US-based manager to discuss the agenda for next week. Over coffee at the Starbucks, the IBMer and I discover we have similar interests and decide to partner on an idea for an IBM innovation project. I take notes on my personal iPad. 8:00AM 4:00PM Consultant – A Day in the Life of Lisa (Device Flexibility) Lisa has the ability to work at multiple places. She no longer “goes to work” but “does work.” (Location) She uses multiple devices depending on where she is what task she is completing. (Device) Lisa works with various types of team members to help effectively communicate new initiatives to help achieve business goals. (Team) Lisa travels frequently to work with her US-based colleagues and manager, and enjoys Work-Life Balance wherever she is. (Time) Then I post a Connections status message using my IBM laptop indicating l will be working from the Heathrow airport this afternoon. 10:00 AM At lunch at the airport deli, I use the free wifi on my personal Smartphone to check Connections. I see a response to my status update, from an IBMer who will also be at Heathrow and would like to meet for coffee. I use Connections to look up their cell phone number and store it in my personal Smartphone. 2:00PM I dial into my meeting and use my personal, secure iPad to take notes and sends them to the other attendees using the airport wifi. I also use my smartphone to text my colleague to meet at the airport Starbucks at 4pm. 3:00PM1:30PM FLEXIBILITY 6:00PM = Time flexibilityLegend: = Team flexibility = Device flexibility = Location flexibility21 21Sunday, September 15, 13
  22. 22. © 2013 IBM Corporation At home, using my personal computer, I join a department meeting with my US-based manager to discuss status of potential leads. Then, I and post my final proposal to IBM Connections. 8:00 AM At the Client site, using my personal tablet, I download the proposal and present it to the client. 11:00 AM I go to an IBM location and using the mobility center, I participate in a usability test to improve the usability of a new seller tool I will be using. 1:00 PM “As a solution seller in India, I need to work in many locations - My home, client offices, hotels and while traveling.” While at my son's sporting event, I receive an urgent text message from a colleague and respond. Solution Seller – A Day in the Life of Ramy (Location Flexibility) While on the train to the city I look up competitive information using my IBM Smartphone in preparation of today's meeting. 2:00 PM I meet a person I mentor for lunch at a local cafe and use my personal tablet to review some sales tools with her. 5:00 PM On the train ride home, I respond to emails, check my calendar for tomorrow, and post a status message on IBM Connections. FLEXIBILITY 10:00 AM 8:00 PM Ramy has a home office, but works in multiple locations throughout the day. (Location) Ramy switches seamlessly between his IBM smartphone, his personal computer and his personal tablet. (Device) As a seller, Ramy needs to be able to communicate with potential clients outside of IBM as well as work closely with various sales support teams within IBM. (Team) Ramy takes advantage of his travel time by using IBM technology and his IBM Smartphone. (Time) 9:00 AM At home, using my personal computer, I compare benefit options in preparation for open enrollment. = Time flexibilityLegend: = Team flexibility = Device flexibility = Location flexibility22 22Sunday, September 15, 13
  23. 23. © 2013 IBM Corporation23 Social computing governance model for inappropriate use •IBM benefits from a strong underlying foundation of trust and values. • An ongoing governance system is accountable for: • Resolving user issues as they arise (i.e. ‘report inappropriate content’) • Creating and maintaining policies and guidelines •Our focus is on education, not enforcement 23Sunday, September 15, 13

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