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The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0

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Keynote at Intranets2014, Sydney, Australia

The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0

  1. 1. Parkinson’s Law and Bureaucracy 2.0 Jonas Söderström • Intranets2014 • Sydney The digital workplace: How to avoid
  2. 2. @jonas_blind_hen #intranets2014 #bureaucracy2 #stupidsystem
  3. 3. 1994 –
  4. 4. Create new document
  5. 5. Photo: Maria Ålbrant
  6. 6. Enterprise software sucks
  7. 7. The digital workplace as a cause of stress
  8. 8. Angry, stressed, frustrated with IT 3400 2012 M T W T F
  9. 9. Biggest source of frustration in the office? 1. Slow web applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
  10. 10. Sydney Morning Herald, 20 May 2014
  11. 11. Sydney Morning Herald, 20 May 2014
  12. 12. 0 5 10 15 Insecure 24h work On alert Dangers 26 % Causing stress IT Systems 3700 2013
  13. 13. from 145 to 313 clicks With new system Renew weapons licence mean 2 hr 52 m Write 1 report, shoplifting
  14. 14. Typical causes
  15. 15. Too many systems
  16. 16. Treserva (social security system) WebbSotis (old social security system) Giraff (internal invoicing) Horisonten (accounting) Prognosprogram (economy) Winst (procurement portal) Rappet (client reports) Personec (HR reports) Time Care (work schedule) Winlas Webb (temps worked hours) Time Care pool (assigning temps) Lisa (accident reporting) Adato (rehabilitation process management) Offentliga jobb (recruiting) Telephone self-service system
  17. 17. Karolinska University Hospital Library, Feb. 18 110 employees 117 systems
  18. 18. Systems are different
  19. 19. Liza reports hours worked in two systems: one uses point, the other comma 1.5 hrs 1,5 hrs
  20. 20. 1.5 hrs 1,5 hrs What happens if she uses a comma in the system that wants a point? 1,5 hrs
  21. 21. System ignores comma and records 15 hours, without any error message. 15 hrs
  22. 22. • Put in vacation plans - how often? • Hard to learn • ”...how did you handle this system, then?” • Even if each system is used quite seldom … • … some system is used each month or week. Used seldom, but ...
  23. 23. x-ray delta one/flickr under a cc-license YOUR PROJECT
  24. 24. The user’s experience pchweat/flickrundercc-license
  25. 25. Burden of vigilance
  26. 26. stupidsystem.org: The doctor that rocks the mouse Photo: Henrik Ahlén
  27. 27. Inferior design
  28. 28. 1 2 3 4 Next >> Basket Shipping Confirm Pay
  29. 29. How to pay the invoice?
  30. 30. But people are also ingenious
  31. 31. Photo: Richard Gatarski
  32. 32. Photo: Richard Gatarski
  33. 33. Chores, not work
  34. 34. Process managment Documentation ”Command and control”
  35. 35. Controls my work ”in an annoying and unreasonable way” 8000 2012
  36. 36. ”... all the software designed to save us from administrative responsibilities turned us into part- or full-time administrators” David Graeber
  37. 37. IT command & control +
  38. 38. Cognitive load on an entirely new scale
  39. 39. Sand Hill 2012 Enterprise systems study 17% end user productivity loss 300 ”The economic value of losses outweighs 100% of total IT spend. Ouch.”
  40. 40. How can this go on?
  41. 41. ”...we are stifled by administrative systems” Professors and teachers at Uppsala University
  42. 42. –1% +6%+5% +4% +3% +2% –2% +1%
  43. 43. C Northcote Parkinson
  44. 44. Parkinson’s law
  45. 45. Bureaucracy 2.0
  46. 46. Bureaucracy 1.0 Bureaucracy 2.0
  47. 47. Growth of bureaucracy +6 %
  48. 48. VALUEI suggest, IT systems are often really not about this.
  49. 49. POWERIt’s about power for management.
  50. 50. does NOT set concrete goals for new business system 85 % ComputerSweden 2010
  51. 51. 40 % abandonedf.ex. Chaos studies, Standish Group
  52. 52. ”No clear reason or idea behind the IT system” 8000 2012
  53. 53. What to do?
  54. 54. What you need to consider
  55. 55. See the whole picture
  56. 56. Fight bureaucracy ... even when it’s wrapped in IT.
  57. 57. is like trying to get the toothpaste back into the tube Fighting bureacracy
  58. 58. Find real business impacts... not ”functions”!
  59. 59. JeremyToeman/Flickr If nobody is using it, it doesn’t matter how many smart functions it boasts. Value – positive impact – from IT is created in use
  60. 60. JeremyToeman/Flickr
  61. 61. Cognitive load is real. You’re responsible.
  62. 62. The whole team should observe users. Photo: Richard Gatarski
  63. 63. Demand ”consumer- grade usability”
  64. 64. © Jan Gulliksen, Bengt Göransson and Åsa Cajander 15 years
  65. 65. But it’s not just about the interface.
  66. 66. Are you really empowering users?
  67. 67. Empowerment Trust Self-organizing Freedom Control Distrust vs
  68. 68. See the whole picture Cognitive load is real Are you really empowering users? Once again:
  69. 69. Further reading 1 David Boyle: The Human Element Gary Hamel: What matters now John Seddon: Freedom from Command & Control
  70. 70. Further reading 2 Gojko Adzic: Impactmapping impactmapping.org Henrik Kniberg: How we got rid of time reports – a story of waste elimination http://bit.ly/1m7424d
  71. 71. Sources & links Investing in mental health pays off, study shows (May 20, 2014) http://www.theage.com.au/victoria/investing-in- mental-health-pays-off-study- shows-20140519-38k7p.html#ixzz32PFP9UsT ”Enterprise software is the land that UX design forgot” Breaking Through the Enterprise-UX Disconnect http://blogs.gartner.com/brian_prentice/2014/01/29/ breaking-through-the-enterprise-ux-disconnect/
  72. 72. 17% end user productivity loss: 2012 IT Adoption Insight Survey Reveals Disturbing Level of Enterprise Productivity Loss (March 5, 2012) http://sandhill.com/article/2012-it-adoption-insight- survey-reveals-disturbing-level-of-enterprise- productivity-loss/ David Graeber on administration ”Of Flying Cars and the Declining Rate of Profit” The Baffler, March 2012 http://thebaffler.com/past/of_flying_cars Mental health failing costs business $11b (May 20, 2014) http://www.smh.com.au/national/mental-health- failing-costs-business-11b-20140519-38k5r.html
  73. 73. Thank you!Mail: jonas.soderstrom@inuse.se Twitter: @Jonas_Blind_Hen Site: stupidsystem.org inuse.se Slideshare: Jonas_inUse

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