Employee engagement 2.0 v4


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Presentation for Corporate Intranets Conference, Vancouver

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  • IntroductionI have over 14 years’ experience in Information Technology. I’ve also written a book about finding you passion and living your dreams, based on my experiences of a seven-year sailing voyage. I am passionate about open government, government 2.0, open data, and citizen and employee engagement to make government more efficient, responsive, and transparent. I connect the dots to tell a story and change the world for the better.
  • We are in the midst of a revolutionA revolution not only of communication media but a social revolutionSociety is changing.This is a picture of Tahrir square, Egyptians celebrating the overthrow of Mubarek.The waves of the Arab Spring have washed upon the shores of N. AmericaWe don’t have a totalitarian regime to overthrow (and we are not taking our lives in our hands by protesting), but we do have unethical leaders, a broken democracy, and corporate corruption. The economic downturn can be directly attributed to the corruption we have seen in corporations like WorldCom, Enron, Tyco, Fannie Mae, and Freddie Mac.I am non-partisan. The problem is not specific to our current government and leaders, the problem is endemic to our society.The revolution is in demanding that leaders treat people like people. People are not resources or assets, people are not sheep to be lead, to have the wool pulled over our eyes. We are spiritual beings who want meaning and a sense of doing something that matters. All people are leaders in the area of their passion.
  • Hillary Clinton quote: “the people in the Middle East, like the people everywhere are looking for a chance to contribute and to have a role in the decisions that will shape their lives. Leaders need to respond to these aspirations and to help build that better future for all. They need to view civil society as their partner, not as a threat.”Talk about the good news story from the President of Iceland (“government almost a sideshow”) – Iceland is crowdsourcing government and making great decisions. Obama: “What is absolutely clear is that we are witnessing history unfold. The moment of transformation is taking place because the people of Egypt are calling for change. They’ve turned out in extraordinary numbers representing all ages and all walks of life, but it is young people who have been at the forefront, a new generation, your generation, who want their voices to be heard.”
  • Open government partnership: To promote transparency, citizen engagement, and new technologies to make government more open, effective, and accountable
  • So what engages and motivates people.Daniel Pink the author the bestselling book Drive: the surprising truth about what motivates us. Says that motivating with carrot and stick does not work (unless it is a truly mechanical, linear, sequential task).But once there is even rudimentary cognitive skill (when the task requires conceptual, creative thinking) – a larger reward = poorer performanceThese are studies that were funded by the Federal Reserve BankHigher incentives lead to poorer performancePay people fairly and adequately and get that off the table.Motivation works on the framework of:Autonomy: the urge to direct our own livesMastery: the desire to get better and better at something that mattersPurpose: the yearning to do what we do in the service of something that is larger than ourselves.Steve Jobs: I want to put a ding in the universeGoogle: : To organize the world's information and make it universally accessible and useful. Traditional management is great for compliance, but not for engagement.If you want engagement self-directed is betterInstead of big bonus say “you probably want to do something interesting, let me get out of the way.”We have professionals, doing technically sophisticated work, volunteering their time, maybe 20-30 hours a week on Wikipedia, developing Linux, Apache. Me doing this presentation.Organizations should have a transcendent purpose: Not just profit: Enron, Fanny Mae, Why I joined the Public Service
  • Doodle celebrating the life of Jim Henson, the creator of the Muppets20% time at Google is where employees get 1/5th of their time to work on projects of their own choosing. (where about half of the products are birthed in a typical year – like Gmail, Adsense, Google News)Encarta vsWikipediaROWE (Results only work environment)
  • Why: “what’s your purpose, what’s your cause, what’s your belief”“All Inspired leaders all think, act and communicate from the inside out”“The goal is to do business with people who believe what you believe.”
  • What are your employees passionate about? What are you passionate about?Allow them to express themselves.Sir Kenneth Robinson: Element – What are you good at? What are you passionate about?Daniel Pink – the old paradigm no longer works - Yammer …. Communities of practice
  • Drawn by Leah Howard – Ministry of Social Development on a 4’ x 7’ sheet of paper with markers and chalk. She did this for Public Service Week and this image was displayed for staff when they walked into the building. Ikonik Ideas - Providing graphic recording, graphic facilitation & consulting services, including custom chartwork for special events & meetings.
  • How do we get started? How about an intranet. Video filmed and on an iPhone
  • Allow for feedback and self expression. Posted by an analystThis story starts with a cage containing five gorillas and a large bunch of bananashanging above some stairs in the center of the cage. Before long, a gorilla goes tothe stairs and starts to climb toward the bananas. As soon as he touches the stairs,all the gorillas are sprayed with cold water. After a while, another gorilla makes anattempt and gets the same result—all the gorillas are sprayed with cold water.Every time a gorilla attempts to retrieve the bananas, the others are sprayed.Eventually, they quit trying and leave the bananas alone.One of the original gorillas is removed from the cage and replaced with a new one.The new gorilla sees the bananas and starts to climb the stairs. To his horror, all theother gorillas attack him. After another attempt and attack, he knows that if he triesto climb the stairs he will be assaulted.Next, the second of the original five gorillasis replaced with a new one. The newcomer goes to the stairs and is attacked. Theprevious newcomer takes part in the punishment with enthusiasm.Next the third original gorilla is replaced with a new one. The new one goes for thestairs and is attacked as well. Two of the four gorillas that beat him have no ideawhy they were not permitted to climb the stairs or why they are participating in thebeating of the newest gorilla.After the fourth and fifth original gorillas have been replaced, all the gorillas thatwere sprayed with cold water are gone. Nevertheless, no gorilla will ever againapproach the stairs. Why not?“Because that’s the way it has always been done.”
  • Answered by the Head of the BC Public Service
  • Encourage blogging …Ask employees to vote on which bloggers to highlight.
  • Executive bloghttps://gww.gov.bc.ca/news/2010/1207/modern-family
  • Wikilumbia – the more we use it the better it will beThe government wikiGoal: To combine all of our collected knowledge to create a resource bank of Public Service related informationAble to View, Edit and look at revisions made on a topicFeatured, most popular, and most recent, SearchStart a new topic – request a new topic – to read and add to in years to come.
  • BC Government Network of Yammer:As of October 23, 20114,059 Members106 Groups31,000 messages
  • Communication and Collaboration
  • Trust your employees to use social media appropriatelyYou trust employees with confidential and private information, and communication tools (i.e., the telephone, fax machine, email)
  • The Speed of Trust – Stephen Covey The story of the hot dog salesmanEconomics of trust - When trust goes up, efficiency goes up and costs go down. The opposite is true.E.g., the time and cost of airport security after 9/11 for Sarbanes-Oxley Act compliance, after to Enron, WorldCom scandals.
  • Flying WestJet from Hawaii. “Why do WestJetters care so much? Because we are also WestJet owners.”Why I joined the public service two and a half years ago.In the Public Service, the work we do benefits citizens.May not be directly but enable others to serve citizens“What Fortune magazine called “The world’s most modern management idea” when companies implemented policies that focused on staff satisfaction, after research linked happy employees to investor profits. The most interesting findings by BC Stats were that (a) a two-way relationship does indeed exist between employee engagement and client satisfaction; and that (b) a two point change in employee engagement scores is associated with a one point change in service satisfaction scores. The results also show that by improving citizen satisfaction scores, we can generate greater employee pride and commitment. These are very important research findings for public managers, because they document the existence of the link between people and service results in the Canadian public sector, its two-way nature, and the strength of the relationship. They also represent a call to action for public sector managers.The Service to Public Trust LinkThe PS Service Value Chain also posited a one-way link between organizational service outcomes and public trust and confidence. This second link has now also been confirmed by Canadian research. The biennial Citizens First surveys of Canadians and the Taking Care of Business surveys of Canadian businesses – both conducted by the Institute for Citizen-Centred Service on behalf of sponsoring governments – were designed to determine (a) whether service was an important factor in creating trust and confidence in public organizations and (b) what other factors influenced public trust and confidence.”
  • Not a case of build it and they will come.The challenge is fear. Initially, many people will not use social media in a corporate setting. We must lead by example, demonstrate value, set guidelines, and train.
  • How to use twitterBest practices
  • Dragon’s den - 15 minutes to sell your idea using social media to engage citizens and improve service delivery and interaction with a target audience.
  • Growth of twitter due to unexpected uses invented by the users themselves.To share information and be social, follow their passions, be autonomous, find mastery
  • Employee engagement 2.0 v4

    1. 1. Employee Engagement 2.0Kieran HarropTwitter: @opportunityknckBlog: http://siliconvalleynorthof49.wordpress.com/
    2. 2. Agenda• Why Employee Engagement 2.0• Why social media works• Implementing employee engagement 2.0• The importance of trust• The challenge• Guidelines and training
    3. 3. “People everywhereare looking for achance to contributeand to have a role inthe decisions thatwill shape their lives.Leaders need torespond to theseaspirations …”
    5. 5. Why Social Media Works Simon Sinek’s Golden Circle
    6. 6. Inspire
    7. 7. Implementing Employee Engagement 2.0
    8. 8. Executive blog - Allan
    9. 9. The Importance of Trust
    10. 10. Citizen Trust & Staff Client Confidence inSatisfaction Satisfaction Government
    11. 11. The Challenge
    12. 12. Guidelines Two key points:1. BCPS employees are trusted to be responsible professionals2. Strive to support employees in using social media, through information, training and discussion
    13. 13. Training
    14. 14. “When you givepeople easier ways toshareinformation, moregood things happen”- Evan Williams (co-founder of twitter)
    15. 15. Conclusion• People are motivated (inspired) by: – Autonomy – Mastery – Purpose• Social media allows people to find their voice• Corporate intranets need to be social• Lead by example• Encourage blogging• Challenge is getting participation• Guidelines and training are a must
    16. 16. Kieran HarropTwitter: @opportunityknckBlog: http://siliconvalleynorthof49.wordpress.com/