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Loving the intranet - rethinking employee adoption

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Presented at Interaction 2012, London October 2012.
What can we do to make intranets and digital workplaces really valued, rather than just necessary places to go? What role should they play in employee engagement, that isn't just pretending to have a 2-way dialogue?

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Loving the intranet - rethinking employee adoption

  1. 1. Loving the intranet: Re-thinking employee adoptionwww.clearboxconsulting.co.uk Sam Marshall @sammarshall
  2. 2. What would get you to cross?
  3. 3. The adoption problem
  4. 4. ―Only 13% of IT professionals believe their internal social networks have been a success‖ – Information Week Survey 2011 Use of social tools gets so far then stalls
  5. 5. 80% of organisations with SharePoint continueemailing documents back and forth -- Usamp survey 2010 Only a fraction of SharePoint gets used
  6. 6. ―Whenever somebody tells me that the answer is on theintranet my heart sinks. I know I‘ll never find it‖ -- Employee survey response [Anon] In some companies, the intranet is seen as the last resort
  7. 7. intranet team ITBalance of resources given to system vs. adoption
  8. 8. 25% office workers bored ‗most of the time‘―...they resort to minor acts of vandalism and stealingpost-it notes for stimulation‖ (it‘s not just an intranet issue)
  9. 9. Not just good content or ease of use
  10. 10. If that‘s all we have, intranets will only ever be inthe background These sound like hygiene factors
  11. 11. What matters is that employees are productive
  12. 12. The Benefits Map Single CMS Corp-Wide All employees Single identity Comms see same msg. Social media 2-way comms Employee Less churn ―One‖ channel engagement Organisation Project Single place Flexible project Best people Spaces to collaborate resourcing on a task Time savings Response Customer times faster satisfaction ERP Quicker data Better stock Fewer Dashboard access control outages Benefit Outcome StrategicFeature Capability Goals
  13. 13. Does this mean your employees will care too? intranet team EmployeeMaybe...
  14. 14. Do happy people work harder? ―we analyzed the 64,000 specific workday events reported in the diaries: of all the events that engage people at work, the single most important — by far — is simply making progress in meaningful work.‖ ―we asked 669 managers from companies around the world to rank five employee motivators in terms of importance, they ranked ―supporting progress‖ dead last. Amabile & Kramer in ―The Progress Principle‖
  15. 15. How should we think about ―Adoption?‖
  16. 16. 4 Levels of Adoption (MARS model) 1. Mandated 2. Accepted 3. Rewarding 4. Stimulating
  17. 17. 1) Mandated
  18. 18. Mandated - pros & cons Compliance Works best for services Who will enforce? Efficient use of asset Resentment
  19. 19. 2) Accepted
  20. 20. Acceptance goes beyond launch
  21. 21. Awareness
  22. 22. Removal of negatives Usable Attractive Available – any device Trained Supported Won‘t look foolish Won‘t backfire
  23. 23. Sandpit for safe experimentation
  24. 24. Normal / Legitimised Windows Mobile user iPhone users
  25. 25. nGage analytics
  26. 26. Leaders set example
  27. 27. 3 Things that are hard to kill Break old habits
  28. 28. Harmon.ie example
  29. 29. 3) Rewarding
  30. 30. ―Drive‖ by Dan Pink
  31. 31. Extrinsic value It can kill the kind very creativity and problem- solving that intranets are there to promote
  32. 32. Downsides of Gamification
  33. 33. Gamification Use badges only if they are symbolic of something meaningful Beware of badges becoming extrinsic rewards
  34. 34. Recognition can be reward enough
  35. 35. 4) Stimulating
  36. 36. Autonomy Home workers 20% more productive than office- based colleagues --BT
  37. 37. BYOD40% of students would accept a lower paying job ifthey could choose their work device --Cisco survey 2011
  38. 38. ―When the company imposed rules prohibitingworkers from blogging about their non-workinterests, work postings dropped. When thecompany allowed workers to post freely, bloggingand reading went up and employees exchangedmore information about both work and play‖ Self-expression
  39. 39. Mastery Learning New ideas Experimentation and curiosity
  40. 40. Demonstrating mastery Intranets should amplify existing enthusiasm
  41. 41. Communities and networking
  42. 42. Finding the right expert for the job© Microsoft 2010
  43. 43. Purpose Connection to higher objective Vocation Resilience to setbacks
  44. 44. Connecting employee to outcome
  45. 45. 1. Mandated2. Accepted3. Rewarding4. Stimulating 4 Levels of Adoption (MARS model)
  46. 46. How to get people to fill in their profile?© Microsoft 2010
  47. 47. Requirement for expenses1. Mandated system2. Accepted3. Rewarding4. Stimulating 4 Levels of Adoption (MARS model)
  48. 48. Fill in as much as possible1. Mandated from other sources2. Accepted Ensure leader profiles3. Rewarding completed4. Stimulating Timely reminders 4 Levels of Adoption (MARS model)
  49. 49. Awareness
  50. 50. Employee of the month1. Mandated2. Accepted Feature profile with any activity3. Rewarding4. Stimulating Show % individual profile complete 4 Levels of Adoption (MARS model)
  51. 51. Connect with like-minded1. Mandated people2. Accepted Get involved as an expert3. Rewarding4. Stimulating Place to express yourself 4 Levels of Adoption (MARS model)
  52. 52. Can you overdo it? People think process intrinsically good and forget about business value (Morten Hansen ‗Collaboration‘) ‗Good‘ adoption is not all employees using all tools
  53. 53. ClearBox ConsultingIntranet, SharePoint & Digital Workplace  Strategy  Governance  Implementation  Collaboration  Training www.clearboxconsulting.co.uk @sammarshall
  54. 54. Photo credits: Keyboard: IlaRed www.flickr.com/photos/ilared/3921089604/ Paper planes: Mandy Jansen www.flickr.com/photos/drh/3152118597/sizes/l/in/photostream/ Starburst chain: gesika22 http://www.flickr.com/photos/gesika22/2227186684/ Rocket: t0msk http://www.flickr.com/photos/t0msk/3950637767/sizes/z/in/photostream/ Harmon.ie screenshot copyright www.harmon.ie Badges: drewm http://www.flickr.com/photos/drewm/468436732/sizes/l/in/photostream/ Man using laptop on beach: zzathras777 http://www.flickr.com/photos/zzathras777/2667783619/ Books http://www.flickr.com/photos/bengallagher/4101516350/sizes/l/in/photostream/ iChing bathroom image © Yum! Brands Inc.

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