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Collaboration on the Intranet: Keynote at Interaction 2013 Conference in London (September 2013)

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My keynote speech at the Interaction 2013 conference, in London in late September 2013. I talked about why the intranet needs to support collaborative activities, outlined some core concepts (culture, governance, adoption), and then talked about the journey ahead.

Published in: Business, Technology
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Collaboration on the Intranet: Keynote at Interaction 2013 Conference in London (September 2013)

  1. 1. Collaboration on the Intranet Michael Sampson
  2. 2. Michael Sampson • Collaboration Strategist – Author – Workshop Leader – Analyst • Work with end-user organisations • Making Collaboration Work – Culture – Governance – Adoption
  3. 3. Enduring Need—Aligned Intent
  4. 4. Enduring Need—Aligned Action
  5. 5. Enduring Need—Winning Together
  6. 6. Policies, Procedures, Content A place to read stuff 2 Corporate Communications A place we’re told stuff 1 Workflow and Processes A place to do stuff 3
  7. 7. What’s New? Read the Policy on X COMMUNICATIONS CONTENT Find the Leave Form WORKFLOW 5 5 10 Vision and Intent Approach Approach
  8. 8. 5%
  9. 9. Important? Yes
  10. 10. Sufficient? No
  11. 11. Policies, Procedures, Content A place to read stuff 2 Corporate Communications A place we’re told stuff 1 Workflow and Processes A place to do stuff 3 Collaboration A place to work with other people 4
  12. 12. Many opportunities to improve current work practices 1 DRIVER
  13. 13. Document Co-Authoring Who has the latest edition? Duplication of comments Creating a single master
  14. 14. Running a Project Chaos (communications, documents, current status) Inducting new people
  15. 15. Finding Expertise Expertise is hidden Onboarding new employees is difficult Collaboration is accidental
  16. 16. Many New Collaboration Tools 2 DRIVER
  17. 17. 23
  18. 18. 24
  19. 19. 25
  20. 20. 26
  21. 21. 27
  22. 22. 29
  23. 23. 30
  24. 24. 31
  25. 25. 95%
  26. 26. What’s New? Read the Policy on X COMMUNICATIONS CONTENT Find the Leave Form WORKFLOW 5 5 10 Vision and Intent Approach and Intent Approach Real Work Real Work Real Work COLLABORATION COLLABORATION COLLABORATION How Work is Done How Work is Done How Work is Done
  27. 27. AdoptionGovernanceScenariosCultureChemistry Core Concepts
  28. 28. communication 1 Talking Sharing Ideas Discussing Options Exploring Meaning Interacting Reflecting
  29. 29. agreements 2 How we “do stuff together” Rules of engagement Persist over time Up for re-negotiation Many are implicit
  30. 30. action 3 Doing “stuff” Jointly agreed and jointly executed Jointly agreed and individually executed Joint review and accountability
  31. 31. outcome 4 The change “we” create/produce A “thing” (product or service) A written document Greater understanding A decision
  32. 32. Broad ApplicabilityChemistry IMPLICATION
  33. 33. AdoptionGovernanceScenariosCultureChemistry Core Concepts
  34. 34. Sharing not-fully-formed ideas
  35. 35. Openness to the ideas of others
  36. 36. Shared exploration of decisions
  37. 37. Shared risk and reward
  38. 38. Traditional, Hierarchical Collaborative, Participatory
  39. 39. pronouncementsperfectly formed radically fresh Traditional, Hierarchical Collaborative, Participatory
  40. 40. pronouncements feedback perfectly formed radically fresh sign of failure engagement Traditional, Hierarchical Collaborative, Participatory
  41. 41. pronouncements feedback decision making perfectly formed radically fresh sign of failure engagement closely-held widely-shared Traditional, Hierarchical Collaborative, Participatory
  42. 42. pronouncements feedback decision making perfectly formed radically fresh sign of failure engagement closely-held widely-shared risk and rewardindividual collective Traditional, Hierarchical Collaborative, Participatory
  43. 43. Culturally SituatedCulture IMPLICATION
  44. 44. AdoptionGovernanceScenariosCultureChemistry Core Concepts
  45. 45. Facilitating Conversation Pre-Intranet • Email • Letters • Phone Calls Collaborative Intranet • Discussion forums • Yammer • Online meeting tools Example • CEMEX – Alternative Fuels
  46. 46. Tracking and managing projects Pre-Intranet • Whiteboard • Meeting table • Email Collaborative Intranet • Project workspaces • Microsoft SharePoint • Basecamp
  47. 47. Preparing documents Pre-Intranet • Microsoft Word • Email with attachments Collaborative Intranet • Google Docs • Wiki • Workspaces Example • Healthcare Firm – Finalising patient bill
  48. 48. Finding expertise Pre-Intranet • Word-of-mouth • Calling around Collaborative Intranet • Expertise Profiles • IBM Connections • SharePoint My Site Example • Bayer MaterialScience – Reducing research duplication
  49. 49. Talking at the watercooler Pre-Intranet • The watercooler • Meeting in the hallway • “You had to be there” Collaborative Intranet • Blogs • Yammer • IBM Connections • Instant messaging
  50. 50. It’s About Real WorkScenarios IMPLICATION
  51. 51. AdoptionGovernanceScenariosCultureChemistry Core Concepts
  52. 52. Governance: “to steer”
  53. 53. Definition Organisational Structure Decision Process Governance Themes Governance – a big discussion!
  54. 54. Definition Organisational Structure Decision Process Governance Themes Governance – a big discussion! Decision areas to explore and agree
  55. 55. Themes – Many Consistent Themes Intranet • Vision and Purpose • Findability • Permissions (some) • Taxonomy (content) • Fitness to purpose Collaboration • Vision and Purpose • Findability • Permissions (all) • Taxonomy (sites) • Fitness to purpose
  56. 56. Themes – Some New Themes Intranet • User Experience (content) • Personalisation • Content Creation • Content Closure • Content Template Collaboration • Group Experience (people) • “Groupisation” • Site Creation • Site Closure • Site Template
  57. 57. Governance Theme: Experience User Experience • How do we provide a high-quality experience to people when interacting with content? Group Experience • How do we provide a high-quality experience to people when interacting with other people?
  58. 58. Governance Theme: Tailoring Personalisation • “Me” • How do we make what shows on the screen personally relevant to the site visitor? Groupisation • “Us” • How do we make what shows on the screen relevant to group members?
  59. 59. Governance Theme: Creation Content Creation • Who can create content, when, what conditions? Site Creation • Who can create a site, when, what conditions?
  60. 60. Governance Theme: Closure Content Closure • What happens to content when it is no longer required? Site Closure • What happens to sites when the project is finished?
  61. 61. Governance Theme: Template Content Template • Do we have a consistent structure and layout for new content? Site Template • Are collaboration sites based on a template, and/or is customisation possible?
  62. 62. Transferable ApproachesGovernance IMPLICATION
  63. 63. AdoptionGovernanceScenariosCultureChemistry Core Concepts
  64. 64. Adoption doesn’t just happen No adoption = No value Adoption strategy = Increasing the odds of value Business case assumes 100% adoption. Oops.
  65. 65. Poor adoption is a common issue
  66. 66. “The hard part is getting people to use it in a way which makes them more productive.” SharePoint
  67. 67. “The hard part is getting people to use it in a way which makes them more productive.” “There are plenty of examples of failed social software projects. Why did they fail? Because they were not embraced by users.” SharePoint Socialtext
  68. 68. “The hard part is getting people to use it in a way which makes them more productive.” “There are plenty of examples of failed social software projects. Why did they fail? Because they were not embraced by users.” “Administrators often find it difficult to teach business users how new tools can help them in their work. People are busy, and scared.” SharePoint Socialtext IBM Connections
  69. 69. Adoption is a process, not an event
  70. 70. Four Stage Model of User Adoption STAGE 4 Making It Real STAGE 3 Enlivening Applicability STAGE 2 Cultivating Basic Concepts STAGE 1 Winning Attention
  71. 71. Exemplar Stories • How other people in your organization are getting value and benefit • Real people, real situations … “social proof” • “I want that” • On intranet, in newsletters • E.g., rich personal profile with skills – Traveling salesperson, different office, order received in a foreign language, “Who here knows Spanish?” Stage 1. Winning Attention
  72. 72. Classroom Training • Teach the “what” of your collaboration tool – Various design considerations – Good for dense concentrations of people – Hands-on = better learning Stage 2. Cultivating Basic Concepts
  73. 73. Facilitated Group Re-Imagining • What are the activities the group does today? – These are underpinned by assumptions about technology capability sets – BUT … these have changed – So what now? – How can we re-imagine work? Stage 3. Enlivening Applicability
  74. 74. Internal User Group • Internal group made up of supportive individuals – Focus is on doing work better with the new stuff – Discussions, Asking questions, Finding expertise, Moaning together Stage 4. Making It Real
  75. 75. 186 105 Total Respondents Microsoft SharePoint
  76. 76. SharePoint Respondents (105)—Employees
  77. 77. SharePoint Respondents (105)—Use
  78. 78. SharePoint Respondents (105)—Use 1
  79. 79. SharePoint Respondents (105)—Use 1 2
  80. 80. SharePoint Respondents (105)—Use 1 2 3= 3= 3=
  81. 81. STAGE 4 Making It Real STAGE 3 Enlivening Applicability STAGE 2 Cultivating Basic Concepts STAGE 1 Winning Attention Executive Sponsorship Embedded Champion Pages on the Intranet Classroom Training Web-Based Training SharePoint Respondents (105)—Use
  82. 82. SharePoint Respondents (105)—Effectiveness
  83. 83. SharePoint Respondents (105)—Effectiveness 1
  84. 84. SharePoint Respondents (105)—Effectiveness 1 2
  85. 85. SharePoint Respondents (105)—Effectiveness 1 2 3
  86. 86. SharePoint Respondents (105)—Effectiveness 4 1 2 3
  87. 87. SharePoint Respondents (105)—Effectiveness 5 4 1 2 3
  88. 88. SharePoint Respondents (105)—Effectiveness 5 4 1 2 3 6
  89. 89. STAGE 4 Making It Real STAGE 3 Enlivening Applicability STAGE 2 Cultivating Basic Concepts STAGE 1 Winning Attention Executive Sponsorship Internal User Group Embedded Champion One-to-One Coaching Easy First Steps Real-to-Life Scenarios Pages on the Intranet Classroom Training Web-Based Training SharePoint Respondents (105)—Effectiveness
  90. 90. Executive Sponsorship Embedded Champion
  91. 91. Executive Sponsorship Easy First Steps Embedded Champion One-to-One Coaching Real-to-Life Scenarios Internal User Group
  92. 92. Walk the JourneyAdoption IMPLICATION
  93. 93. 5%
  94. 94. Success requires … Appropriate Work-Fit Cultural Alignment Governance Adoption
  95. 95. 95% Common scenarios? What’s happening? Improvement opportunity?
  96. 96. Many Resources Available
  97. 97. Michael Sampson @collabguy michaelsampson.net

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