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2012 Digital Workplace Trends:


 Learning from the Leaders

             Jane McConnell
             NetStrategy/JMC
Jane McConnell
Intranets & Digital Workplaces - Strategy & Governance

14 years of intranet consulting

Direct, hands-on clients:

United Nations – Secretariat (NY)
UNAIDS (Geneva)
Department of Peacekeeping (NY)
UN High Commissioner for Refugees (Geneva)
Intl. Federation Red Cross (Geneva)
  - - - - - - - - -

Amadeus (Madrid)                             EDP (Portuguese Electricity Co.)     Nokia (Helsinki)
ArcelorMittal (Luxembourg)                   Ericsson (Stockholm)                 Novartis (Basel)
AGF (Paris)                                  Essilor (Paris)                      Océ (Holland)
Areva T&D (Paris)                            Gemalto (France)                     OMV-Petrom (Vienna)
Arup (London)                                GDF Suez (Paris)                     Pernod-Ricard (Paris)
Alcatel-Lucent (Paris)                       Georgia-Pacific Europe (UK, France)   RATP (Paris)
Alstom Group (Paris, Switzerland)            GlaxoSmithKline (Belgium)            SNCF (Paris)
Bayer (France)                               IKEA (Sweden)                        Suez Environnement (Paris)
Boehringer Ingelheim (Germany)               Lagardère (Paris)                    Telenor (Oslo)
E.D.F. (Paris, French Electricity Co.)       Neopost Industries (Paris)           Total (Paris)
                                                                                  UPM (Helsinki)
Jane McConnell
Intranets & Digital Workplaces - Strategy & Governance

6 years of research                                               "The definitive source of
                                                                  data on how Intranets
Annual report since 2006
                                                                  are evolving in
                                                                  enterprises.”

                                                                  Tony Byrne, Analyst,The
                                                                  Real Story Group




“Unique in the industry; true insight and perspective.”
                          Paul Miller, CEO of the global Intranet Benchmarking Forum

"Jane McConnell is the undisputed thought-leader on global intranets today.”
                        James Robertson, Designing Intranets: creating sites that work"
4

                                                                                 456	
  par(cipa(ng	
  
                                                                                 organiza(ons	
  
Size of workforce



          Over 50,000
           80 (18%)
                                                    Under 1,000
                                                     72 (16%)
                                                                                 worldwide	
  
                                                    From 1 to 5,000
    From 30 to 50,000                                  48 (11%)
        51 (11%)




                                                                               Organization: headquarters location
    From 15 to 30,000
        75 (17%)                                    From 5 to 15,000
                                                       128 (28%)                   Central/South America
                                                                                          2 (0%)
                                                                                                  Africa
                                                                                                 2 (0%)
                                                                                              Asia Pacific
n = 454                                                               Q13.1                   80 (18%)




Online	
  survey,	
  over	
  100	
  ques(ons	
  and	
  
                                                                                                                            Europe
over	
  800	
  data	
  points.	
                                                                                          229 (51%)


                                                                                           North America
                                                                                            133 (30%)
Includes	
  open	
  ques(ons	
  where	
  firsthand	
  
experiences	
  are	
  shared.
                                                                               n = 456                                                Q4.5


Data	
  collected	
  in	
  Q3	
  2011.	
  



   January 2012                              digital-workplace-trends.com     netjmc.com/blog          twitter: @netjmc
What are we
talking about?
What are we
   talking about?
Intranet
           Social intranet

                         Enterprise 2.0

Digital Workplace
                     Intranet 2.0
6

Scope of the survey

                                   Structured collaboration
                1                  2
                                                                      3


Managed
                                                    Social collaboration
content &
applications
                    + the mobile dimension


 January 2012        digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
structured collaboration




                      social collaboration




1st shift
Productivity & efficiency                               2nd shift
Project collaboration                                    Transparency
Defined organization                                     Networked collaboration
                                                         Self-organization




October 2011           digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
structured collaboration




                         social collaboration




1st shift
Productivity & efficiency                                  2nd shift
Project collaboration                                       Transparency
Defined organization                                        Networked collaboration
                                                            Self-organization

Intranet... Intranet 2.0... Digital Workplace... Social intranet... Enterprise 2.0...




 October 2011             digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
8


The Leadership Class
One or more of the following criteria:




1     A Digital Board: strategic decision-making body
      for all digital channels: internal and external


2      Internal social collaboration: well-established in
       all or parts of the organization


3      Intranet or digital workplace: the way of working
       for the organization



    January 2012    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
9

Elite leadership class Only 6 organizations said
                                                                “YES” to all three criteria


•Postal services public entity, Europe, (> 50 k employees)

•A state-owned bank, Europe (> 30k employees)

•USA division of global professional services company (global
company > 100k employees)


•Global engineering and project management consultancy, HQ in
Europe (> 25k employees)


•An airline, one of the big global transport players, HQ in Europe
•Technology company, Russia (> 3k employees)



 January 2012       digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
10


10 key findings




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
11




   1. Social collaboration experimentation
   is continuing, but enterprise-wide
   deployment has not increased over the
   last 12 months.




January 2012   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
12


                         	
  “Enterprise	
  wide”,	
  
                       “limited	
  deployment”	
                                         Social &
                       and	
  “pilots”	
  combined
                                                                                         collaborative

                               Wikis	
  65	
  %   Blogs 65	
  %




                                Commenting 50 %



                      Social networking 40 %

                      Micro-blogging 35 %


                                                                       	
  “Enterprise	
  wide”	
  only
                                                                  Blogs 20	
  %
Survey	
  average
456	
  organiza5ons                                         Wikis	
  15	
  % Commenting 15 %
                                                             Social networking
                                                                               10 %
                                                             & micro-blogging


  October 2011        digital-workplace-trends.com       netjmc.com/blog          twitter: @netjmc
13



                                                                                                            Social &
                                                                             Blogs 80	
  %
                                   	
  “Enterprise	
  wide”,	
  
                                 “limited	
  deployment”	
                                                  collaborative
                                                                          Wikis	
  75	
  %
                                 and	
  “pilots”	
  combined
                                                                                                            leadership
                                                         Commenting 65 %
                                                                                                            class
                                                 Social networking 50 %



                                                Micro-blogging 40 %
                                                                                                        	
  “Enterprise	
  wide”	
  only
                                                                                        Blogs 35	
  %

                                                                                     Wikis	
  30	
  %

                                                                                  Commenting 25%

                                                                                Social networking 20 %
Leadership	
  class
171	
  out	
  of	
  456	
  organiza5ons                                      Micro-blogging 15 %




 October 2011                              digital-workplace-trends.com    netjmc.com/blog          twitter: @netjmc
14

                                                                                   Social &
                                                                                   collaborative
                 	
  “Enterprise	
  wide”,	
  
               “limited	
  deployment”	
  
               and	
  “pilots”	
  combined
        Increased in last 12 months
                                                                          Stagnation?

                                                                            	
  “Enterprise	
  wide”	
  only
                                                                          Same as 1 year ago




October 2011             digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
15



No, change facilitation.




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
15



No, change facilitation.
                                     - Self-service materials




                        - Awareness, behavior, cultural training
                        - Mechanisms for sharing practices
                   - Individual coaching
                - Events, roadshows, cafés
               - Formal classroom training

October 2011    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
15



No, change facilitation.
                                     - Self-service materials

                               Leaders
                               15 % pts higher for
                               awareness and sharing

                        - Awareness, behavior, cultural training
                        - Mechanisms for sharing practices
                   - Individual coaching
                - Events, roadshows, cafés
               - Formal classroom training

October 2011    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
16




   2.          Benefits observed from social and
   collaborative initiatives remain
   anecdotal and qualitative.


   - The most commonly observed are
   “knowledge-sharing”, and “engaged, better
   informed employees”.

   - The least common are “faster time to market”,
   “cost reduction” and “reduced time for
   training”.


January 2012          digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
17



   3. Strong concerns remain about
   information quality and security, and
   the business value of social
   collaboration.

   New concerns emerge as organizations gain
   experience:
   - re-creation of organizational silos on new
   social platforms,
   - digital native versus digital migrant cultures,
   - language issues in multi-language global
   companies.


January 2012    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
18




   4. Half the 456 participating
   organizations intend to increase their
   investment in social collaborative
   initiatives in 2012.




January 2012   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
19




   5. “Findability” of information, one of
   the toughest challenges today for
   intranets and digital workplaces, is far
   from solved.

   - 40 percent of the leadership class and 50
   percent of  the other organizations are
   dissatisfied with their search configuration and
   results.




January 2012    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Leadership class                     60            Search
                                                   %
                  The others              47
                                                       “sa
                                                          t is
                                               %                   f ie
                                                   “s                     d”
                                                      at
                                                         is
Leaders integrate the social dimension...                     fi
                                                                   ed
                                                                        ”
 • Let people add own tags 34 % 22 %
 • Include user-generated content in search results 50 %
                                                       30 %


They reach out to the enterprise...
 • Run search usability tests 43 % 31 %
 • Involve business managers to define needs 45 %
                                               33 %




                                                                            “Digital Workplace
                                                                              Trends 2012”
                                                                               by NetJMC
Leadership class                     60            Search
                                                   %
                  The others              47
                                                       “sa
                                                          t is
                                               %                   f ie
                                                   “s                     d”
                                                      at
                                                         is
Leaders integrate the social dimension...                     fi
                                                                   ed
                                                                        ”
 • Let people add own tags 34 % 22 %
 • Include user-generated content in search results 50 %
                                                       30 %


They reach out to the enterprise...
 • Run search usability tests 43 % 31 %
 • Involve business managers to define needs 45 %
                                               33 %

However, they do not...
 • Analyze search logs more often.
 • Allocate significantly more resources to search.                          “Digital Workplace
                                                                              Trends 2012”
                                                                               by NetJMC
21




   6. An increasing number of
   organizations are using the intranet or
   digital workplace to support customer-
   facing staff.

   - Examples include  access to real-time
   information and experts in order to make
   customer service faster and more efficient.




January 2012    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
22




   7. Mobile services for the workforce
   were not a high priority in 2011.
   However, indications from leadership
   class organizations suggest mobile may
   become more important in 2012.

   - 14 percent have already made “significant
   investment” and another 36 percent have made
   “some investment”.



January 2012   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
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                                                                                                            50 %
       Interest in mobile services for workforce
                                                                      14%
               High priority and significant
                  investment already made
                                                             3%                                              33 %
                                                                                                36%
               Considered important, some
                                                                                      30%
                          investment made

                                                                                            35%
                Moderate level of interest,
                                                                                                      44%
                        no investment yet

                                                                       15%
           Little or no interest at present                                   22%




                                     Leaders               Others

                                                                            Q28   ©2011 NetStrategy/JMC



October 2011               digital-workplace-trends.com   netjmc.com/blog    twitter: @netjmc
Mobile Information & Services
                                                                                                               24
                                                                            15%
                                    Business intelligence             9%


Connecting                                                                            24%
                                       Collaborative tools                       19%


people
                                                                                                     1
                                                                                              35%
                                          Corporate news                                27%


                                                                            15%
                            CRM/Customer management                        14%


                                                                          12%
                                               HR services                12%


                                                                          11%
                     Logistical (booking, schedules, etc.)                12%


                                                                            15%
                                      Product information                   15%



        3                             Project information
                                                                           13%
                                                                          12%


                                                                                      24%
                                       Social media tools                       17%




                                          Staff directories                       21%
                                                                                              36%
                                                                                                         2
                                                                      10%
                                         Training material           6%


% = “Implemented” or “piloting”
                                          Leaders           Others

                                                                     Q31   ©2011 NetStrategy/JMC



  October 2011               digital-workplace-trends.com       netjmc.com/blog             twitter: @netjmc
25



     “Mobile will be a game-changer in how
     we communicate with employees and
     how they perform their job duties.


     I’m not sure that an intranet even
     exists in a fully mobile workplace.”
                    Participant in the “Digital Workplace Trends 2012” survey




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
26




   8. Business has not yet taken the lead
   on defining mobile strategies, which are
   primarily defined by IT departments.




January 2012   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
27




   9. Governance is not yet embedded in
   the way people work.


   High priorities for 2012 include
   defining:
   - decision-making procedures,
   - roles and responsibilities,
   - policies and guidelines for managed and
   user-generated content.




January 2012   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
28




                    Roles,	
  
           responsibili(es,	
  
                 repor(ng

 Policies	
  &	
  guidelines	
  
       for	
  “managed”	
  
                    content


                                                        Work in progress


October 2011             digital-workplace-trends.com    netjmc.com/blog   twitter: @netjmc
29




   Policies	
  &	
  guidelines	
  
   for	
  “user-­‐generated”	
  
                      content


Content	
  flow	
  between	
  
    collabora(ve	
  and	
  
     managed	
  spaces


                                                        Work in progress


October 2011             digital-workplace-trends.com    netjmc.com/blog   twitter: @netjmc
30




   10. The major evolution in governance
   is the emergence of the “digital board“,
   a body responsible for high-level,
   strategic decision-making for both
   internal and external channels.

   - 17 percent of the 456 organizations have a fully
   functioning digital board and business functions play a
   large role as members of this board.




January 2012       digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Intranet aspirations
& innovations




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
32




               Scenario Super Search
               Relevance & Control


               Scenario People Centric
               Actionable & Real-Time


               Scenario My Apps
               Getting Work Done


               Scenario Smart Systems
               Relevant User Experience




October 2011        digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Anything,
                                   anywhere




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Four future scenarios
                                                                                              34




                                                                            Super Search 70   %




“Potentially of high value” : all organizations surveyed


  October 2011           digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Scenario Super Search - Relevance &
Control

People can easily search across structured and
unstructured information from different sources
and applications.

Semantic search, faceted search, search-driven
menus and decision engines (using input from the
user) give people greater relevance and control
over vast amounts of information from inside
and outside the enterprise.

October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Example of “Super Search”

A Canadian law firm designed a “super search” for
legal precedents: (the heart of their research)
- faceted (like e-commerce),
- autofill search,
- thumbnails of key info,
- commenting with instant display,
- "locator chip" to find child documents.




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Me
October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Four future scenarios
                                                                                                38




                                                                            Super Search 70     %




                                                                           People-Centric
                                                                                             65 %




“Potentially of high value” : all organizations surveyed


  October 2011           digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Scenario People Centric - Actionable &
Real-Time

Content-centric intranets have become people-
centric. Social networking, social tagging, location
awareness and other technologies come together
in a people-centric intranet.

Presence indicators are integrated into business
processes. Teams can be formed and experts
consulted, easily and quickly. People can connect
to each other in actionable ways based on
expertise, location and availability.
 October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Example of “People-Centric”

Lundbeck, global pharmaceutical company (brain
disorders), HQ Denmark (6k employees) used a
LinkedIn connector to SharePoint.
Employees keep their LinkedIn profile and
intranet presence synchronized.
This has exposed existing rich data and facilitates
finding subject matter experts at very little cost.




 October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Now
October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Four future scenarios
                                                                                                42




                                                                            Super Search 70     %




                                                                           People-Centric
                                                                                             65 %


                                                    My Apps               45 %




“Potentially of high value” : all organizations surveyed


  October 2011           digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Scenario My Apps - Getting Work Done



The intranet has evolved into a set of highly
customized apps. People select what they need to
do their jobs and build their own "intranet".

They can even define their own mashups by
combining information from different sources
into personal apps that can be shared with others.




 October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Example of “My Apps”

Not many examples of “app stores”, but quite a few
examples of “apps”.

A large global company (>65k employees) built a
mobile app for management to support their
annual meetings.
Paper-less meeting. Rich profiles. No access for
assistants to “force” managers to use the app.




 October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Smart
October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Four future scenarios
                                                                                                    46




                                                                            Super Search 70         %




                                                                           People-Centric
                                                                                                 65 %


                                                    My Apps               45 %



                                               Smart Systems 40                              %




“Potentially of high value” : all organizations surveyed


  October 2011           digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Scenario Smart Systems - Relevant User
Experience

Smart systems make the user experience highly
relevant. They take past behavior and context into
account and deliver information in meaningful
ways.




 October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Example of “Smart System”

CRS (Australia government agency for disability
insurance)

A “just in time” content strategy based on meta
data and integrated applications.
The system produces links to supporting content
when users are completing tasks. It knows when
the person needs to read a new policy document
and offers the link at the relevant time.



 October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
Four future scenarios
                                                                                                    49



“Well on our way” or “started
implementation” by leadership class                                         Super Search 70         %



                            20 %
                                                                           People-Centric
                                                                                                 65 %
                                          30 %

                                                    My Apps               45 %
                                  20 %


                                               Smart Systems 40                              %
                       10 %




“Potentially of high value” : all organizations surveyed


  October 2011           digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
50




      “In 3 to 5 years time, many places will be
      well on their way to these scenarios, and
      we may still be in the “thinking &
      planning” stages.
      The best and brightest people will want
      to work at those other places. Not here.
      That is my biggest concern, personally.”
                             Participant in the “Digital Workplace Trends 2012” survey




October 2011   digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
51



               Underlying enablers:

               1. Holistic view: the big picture, a
               cross-organizational framework

               2. Emphasis on people and a fairly
               strong degree of user control

               3. Governance embedded in processes
               and systems




October 2011    digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
52




          1. A holistic view

        • Agreement on the big picture

        • A high-level steering body for coordinating
          strategic decisions.




October 2011       digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
53




          2. Emphasis on people

        • Enabling people to work, collaborate,
          create, share, discover, connect...

        • Taking the intranet to where people are.




October 2011      digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
54




         3. Governance embedded in
         processes and systems

          • Making it part of “business as usual”




October 2011        digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
55
               Underlying enablers:

               1. Holistic view




               2. People




               3. Governance




October 2011       digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
55
               Underlying enablers:

                                                  -­‐	
  Agreed	
  mission	
  statement
               1. Holistic view                   -­‐	
  Agreed	
  overall	
  “landscape”	
  of	
  sites,	
  
                                                  services
                                                  -­‐	
  Home	
  page	
  strategy
                                                  -­‐	
  Common	
  naviga(on	
  bar	
  or	
  banner

               2. People




               3. Governance




October 2011       digital-workplace-trends.com   netjmc.com/blog   twitter: @netjmc
55
               Underlying enablers:

                                                  -­‐	
  Agreed	
  mission	
  statement
               1. Holistic view                   -­‐	
  Agreed	
  overall	
  “landscape”	
  of	
  sites,	
  
                                                  services
                                                  -­‐	
  Home	
  page	
  strategy
                                                  -­‐	
  Common	
  naviga(on	
  bar	
  or	
  banner

               2. People                          -­‐	
  Staff	
  directory	
  with	
  rich	
  user	
  
                                                  profiles
                                                  -­‐	
  PorVolio	
  of	
  tools	
  &	
  features	
  that	
  
                                                  enable	
  people	
  to	
  create,	
  
                                                  collaborate,	
  connect
               3. Governance




October 2011       digital-workplace-trends.com   netjmc.com/blog     twitter: @netjmc
55
               Underlying enablers:

                                                  -­‐	
  Agreed	
  mission	
  statement
               1. Holistic view                   -­‐	
  Agreed	
  overall	
  “landscape”	
  of	
  sites,	
  
                                                  services
                                                  -­‐	
  Home	
  page	
  strategy
                                                  -­‐	
  Common	
  naviga(on	
  bar	
  or	
  banner

               2. People                          -­‐	
  Staff	
  directory	
  with	
  rich	
  user	
  
                                                  profiles
                                                  -­‐	
  PorVolio	
  of	
  tools	
  &	
  features	
  that	
  
                                                  enable	
  people	
  to	
  create,	
  
                                                  collaborate,	
  connect
               3. Governance                      Agreements	
  on:
                                                  -­‐	
  Decision-­‐making	
  and	
  scopes
                                                  -­‐	
  Fundamental	
  rules	
  and	
  guidelines
                                                  -­‐	
  Change	
  facilita(on	
  strategy


October 2011       digital-workplace-trends.com   netjmc.com/blog     twitter: @netjmc
Jane McConnell
Intranets & Digital Workplaces - Strategy & Governance
                      Get in touch if you think a
                      customized executive briefing
                      would...
                      • help bring your senior management
                      onboard
                      • inspire your global intranet team

http://www.digital-workplace-trends.com/about-the-author/executive-briefings



http://www.digital-workplace-trends.com/contact
Jane McConnell
Intranets & Digital Workplaces - Strategy & Governance

                      ..or if you think a facilitated
                      workshop would...
                      • bring your different players on to the
                      same page
                      • help you advance your vision of the
                      people-centric digital workplace


http://www.digital-workplace-trends.com/about-the-author/executive-briefings



http://www.digital-workplace-trends.com/contact
Jane McConnell
Intranets & Digital Workplaces - Strategy & Governance




www.netjmc.com/blog
www.digital-workplace-trends.com

twitter @netjmc
jane@netjmc.com
cell +33 (0)6 12 03 66 34 (in France)
LinkedIn group “NetJMC&Co” with 700 practitioners (no agencies
  or solution providers)

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Digital Workplace Trends 2012

  • 1. 2012 Digital Workplace Trends: Learning from the Leaders Jane McConnell NetStrategy/JMC
  • 2. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance 14 years of intranet consulting Direct, hands-on clients: United Nations – Secretariat (NY) UNAIDS (Geneva) Department of Peacekeeping (NY) UN High Commissioner for Refugees (Geneva) Intl. Federation Red Cross (Geneva) - - - - - - - - - Amadeus (Madrid) EDP (Portuguese Electricity Co.) Nokia (Helsinki) ArcelorMittal (Luxembourg) Ericsson (Stockholm) Novartis (Basel) AGF (Paris) Essilor (Paris) Océ (Holland) Areva T&D (Paris) Gemalto (France) OMV-Petrom (Vienna) Arup (London) GDF Suez (Paris) Pernod-Ricard (Paris) Alcatel-Lucent (Paris) Georgia-Pacific Europe (UK, France) RATP (Paris) Alstom Group (Paris, Switzerland) GlaxoSmithKline (Belgium) SNCF (Paris) Bayer (France) IKEA (Sweden) Suez Environnement (Paris) Boehringer Ingelheim (Germany) Lagardère (Paris) Telenor (Oslo) E.D.F. (Paris, French Electricity Co.) Neopost Industries (Paris) Total (Paris) UPM (Helsinki)
  • 3. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance 6 years of research "The definitive source of data on how Intranets Annual report since 2006 are evolving in enterprises.” Tony Byrne, Analyst,The Real Story Group “Unique in the industry; true insight and perspective.” Paul Miller, CEO of the global Intranet Benchmarking Forum "Jane McConnell is the undisputed thought-leader on global intranets today.” James Robertson, Designing Intranets: creating sites that work"
  • 4. 4 456  par(cipa(ng   organiza(ons   Size of workforce Over 50,000 80 (18%) Under 1,000 72 (16%) worldwide   From 1 to 5,000 From 30 to 50,000 48 (11%) 51 (11%) Organization: headquarters location From 15 to 30,000 75 (17%) From 5 to 15,000 128 (28%) Central/South America 2 (0%) Africa 2 (0%) Asia Pacific n = 454 Q13.1 80 (18%) Online  survey,  over  100  ques(ons  and   Europe over  800  data  points.   229 (51%) North America 133 (30%) Includes  open  ques(ons  where  firsthand   experiences  are  shared. n = 456 Q4.5 Data  collected  in  Q3  2011.   January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 6. What are we talking about? Intranet Social intranet Enterprise 2.0 Digital Workplace Intranet 2.0
  • 7. 6 Scope of the survey Structured collaboration 1 2 3 Managed Social collaboration content & applications + the mobile dimension January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 8. structured collaboration social collaboration 1st shift Productivity & efficiency 2nd shift Project collaboration Transparency Defined organization Networked collaboration Self-organization October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 9. structured collaboration social collaboration 1st shift Productivity & efficiency 2nd shift Project collaboration Transparency Defined organization Networked collaboration Self-organization Intranet... Intranet 2.0... Digital Workplace... Social intranet... Enterprise 2.0... October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 10. 8 The Leadership Class One or more of the following criteria: 1 A Digital Board: strategic decision-making body for all digital channels: internal and external 2 Internal social collaboration: well-established in all or parts of the organization 3 Intranet or digital workplace: the way of working for the organization January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 11. 9 Elite leadership class Only 6 organizations said “YES” to all three criteria •Postal services public entity, Europe, (> 50 k employees) •A state-owned bank, Europe (> 30k employees) •USA division of global professional services company (global company > 100k employees) •Global engineering and project management consultancy, HQ in Europe (> 25k employees) •An airline, one of the big global transport players, HQ in Europe •Technology company, Russia (> 3k employees) January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 12. 10 10 key findings October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 13. 11 1. Social collaboration experimentation is continuing, but enterprise-wide deployment has not increased over the last 12 months. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 14. 12  “Enterprise  wide”,   “limited  deployment”   Social & and  “pilots”  combined collaborative Wikis  65  % Blogs 65  % Commenting 50 % Social networking 40 % Micro-blogging 35 %  “Enterprise  wide”  only Blogs 20  % Survey  average 456  organiza5ons Wikis  15  % Commenting 15 % Social networking 10 % & micro-blogging October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 15. 13 Social & Blogs 80  %  “Enterprise  wide”,   “limited  deployment”   collaborative Wikis  75  % and  “pilots”  combined leadership Commenting 65 % class Social networking 50 % Micro-blogging 40 %  “Enterprise  wide”  only Blogs 35  % Wikis  30  % Commenting 25% Social networking 20 % Leadership  class 171  out  of  456  organiza5ons Micro-blogging 15 % October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 16. 14 Social & collaborative  “Enterprise  wide”,   “limited  deployment”   and  “pilots”  combined Increased in last 12 months Stagnation?  “Enterprise  wide”  only Same as 1 year ago October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 17. 15 No, change facilitation. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 18. 15 No, change facilitation. - Self-service materials - Awareness, behavior, cultural training - Mechanisms for sharing practices - Individual coaching - Events, roadshows, cafés - Formal classroom training October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 19. 15 No, change facilitation. - Self-service materials Leaders 15 % pts higher for awareness and sharing - Awareness, behavior, cultural training - Mechanisms for sharing practices - Individual coaching - Events, roadshows, cafés - Formal classroom training October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 20. 16 2. Benefits observed from social and collaborative initiatives remain anecdotal and qualitative. - The most commonly observed are “knowledge-sharing”, and “engaged, better informed employees”. - The least common are “faster time to market”, “cost reduction” and “reduced time for training”. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 21. 17 3. Strong concerns remain about information quality and security, and the business value of social collaboration. New concerns emerge as organizations gain experience: - re-creation of organizational silos on new social platforms, - digital native versus digital migrant cultures, - language issues in multi-language global companies. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 22. 18 4. Half the 456 participating organizations intend to increase their investment in social collaborative initiatives in 2012. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 23. 19 5. “Findability” of information, one of the toughest challenges today for intranets and digital workplaces, is far from solved. - 40 percent of the leadership class and 50 percent of  the other organizations are dissatisfied with their search configuration and results. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 24. Leadership class 60 Search % The others 47 “sa t is % f ie “s d” at is Leaders integrate the social dimension... fi ed ” • Let people add own tags 34 % 22 % • Include user-generated content in search results 50 % 30 % They reach out to the enterprise... • Run search usability tests 43 % 31 % • Involve business managers to define needs 45 % 33 % “Digital Workplace Trends 2012” by NetJMC
  • 25. Leadership class 60 Search % The others 47 “sa t is % f ie “s d” at is Leaders integrate the social dimension... fi ed ” • Let people add own tags 34 % 22 % • Include user-generated content in search results 50 % 30 % They reach out to the enterprise... • Run search usability tests 43 % 31 % • Involve business managers to define needs 45 % 33 % However, they do not... • Analyze search logs more often. • Allocate significantly more resources to search. “Digital Workplace Trends 2012” by NetJMC
  • 26. 21 6. An increasing number of organizations are using the intranet or digital workplace to support customer- facing staff. - Examples include  access to real-time information and experts in order to make customer service faster and more efficient. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 27. 22 7. Mobile services for the workforce were not a high priority in 2011. However, indications from leadership class organizations suggest mobile may become more important in 2012. - 14 percent have already made “significant investment” and another 36 percent have made “some investment”. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 28. 23 50 % Interest in mobile services for workforce 14% High priority and significant investment already made 3% 33 % 36% Considered important, some 30% investment made 35% Moderate level of interest, 44% no investment yet 15% Little or no interest at present 22% Leaders Others Q28 ©2011 NetStrategy/JMC October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 29. Mobile Information & Services 24 15% Business intelligence 9% Connecting 24% Collaborative tools 19% people 1 35% Corporate news 27% 15% CRM/Customer management 14% 12% HR services 12% 11% Logistical (booking, schedules, etc.) 12% 15% Product information 15% 3 Project information 13% 12% 24% Social media tools 17% Staff directories 21% 36% 2 10% Training material 6% % = “Implemented” or “piloting” Leaders Others Q31 ©2011 NetStrategy/JMC October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 30. 25 “Mobile will be a game-changer in how we communicate with employees and how they perform their job duties. I’m not sure that an intranet even exists in a fully mobile workplace.” Participant in the “Digital Workplace Trends 2012” survey October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 31. 26 8. Business has not yet taken the lead on defining mobile strategies, which are primarily defined by IT departments. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 32. 27 9. Governance is not yet embedded in the way people work. High priorities for 2012 include defining: - decision-making procedures, - roles and responsibilities, - policies and guidelines for managed and user-generated content. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 33. 28 Roles,   responsibili(es,   repor(ng Policies  &  guidelines   for  “managed”   content Work in progress October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 34. 29 Policies  &  guidelines   for  “user-­‐generated”   content Content  flow  between   collabora(ve  and   managed  spaces Work in progress October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 35. 30 10. The major evolution in governance is the emergence of the “digital board“, a body responsible for high-level, strategic decision-making for both internal and external channels. - 17 percent of the 456 organizations have a fully functioning digital board and business functions play a large role as members of this board. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 36. Intranet aspirations & innovations October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 37. 32 Scenario Super Search Relevance & Control Scenario People Centric Actionable & Real-Time Scenario My Apps Getting Work Done Scenario Smart Systems Relevant User Experience October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 38. Anything, anywhere October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 39. Four future scenarios 34 Super Search 70 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 40. Scenario Super Search - Relevance & Control People can easily search across structured and unstructured information from different sources and applications. Semantic search, faceted search, search-driven menus and decision engines (using input from the user) give people greater relevance and control over vast amounts of information from inside and outside the enterprise. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 41. Example of “Super Search” A Canadian law firm designed a “super search” for legal precedents: (the heart of their research) - faceted (like e-commerce), - autofill search, - thumbnails of key info, - commenting with instant display, - "locator chip" to find child documents. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 42. Me October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 43. Four future scenarios 38 Super Search 70 % People-Centric 65 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 44. Scenario People Centric - Actionable & Real-Time Content-centric intranets have become people- centric. Social networking, social tagging, location awareness and other technologies come together in a people-centric intranet. Presence indicators are integrated into business processes. Teams can be formed and experts consulted, easily and quickly. People can connect to each other in actionable ways based on expertise, location and availability. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 45. Example of “People-Centric” Lundbeck, global pharmaceutical company (brain disorders), HQ Denmark (6k employees) used a LinkedIn connector to SharePoint. Employees keep their LinkedIn profile and intranet presence synchronized. This has exposed existing rich data and facilitates finding subject matter experts at very little cost. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 46. Now October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 47. Four future scenarios 42 Super Search 70 % People-Centric 65 % My Apps 45 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 48. Scenario My Apps - Getting Work Done The intranet has evolved into a set of highly customized apps. People select what they need to do their jobs and build their own "intranet". They can even define their own mashups by combining information from different sources into personal apps that can be shared with others. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 49. Example of “My Apps” Not many examples of “app stores”, but quite a few examples of “apps”. A large global company (>65k employees) built a mobile app for management to support their annual meetings. Paper-less meeting. Rich profiles. No access for assistants to “force” managers to use the app. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 50. Smart October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 51. Four future scenarios 46 Super Search 70 % People-Centric 65 % My Apps 45 % Smart Systems 40 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 52. Scenario Smart Systems - Relevant User Experience Smart systems make the user experience highly relevant. They take past behavior and context into account and deliver information in meaningful ways. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 53. Example of “Smart System” CRS (Australia government agency for disability insurance) A “just in time” content strategy based on meta data and integrated applications. The system produces links to supporting content when users are completing tasks. It knows when the person needs to read a new policy document and offers the link at the relevant time. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 54. Four future scenarios 49 “Well on our way” or “started implementation” by leadership class Super Search 70 % 20 % People-Centric 65 % 30 % My Apps 45 % 20 % Smart Systems 40 % 10 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 55. 50 “In 3 to 5 years time, many places will be well on their way to these scenarios, and we may still be in the “thinking & planning” stages. The best and brightest people will want to work at those other places. Not here. That is my biggest concern, personally.” Participant in the “Digital Workplace Trends 2012” survey October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 56. 51 Underlying enablers: 1. Holistic view: the big picture, a cross-organizational framework 2. Emphasis on people and a fairly strong degree of user control 3. Governance embedded in processes and systems October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 57. 52 1. A holistic view • Agreement on the big picture • A high-level steering body for coordinating strategic decisions. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 58. 53 2. Emphasis on people • Enabling people to work, collaborate, create, share, discover, connect... • Taking the intranet to where people are. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 59. 54 3. Governance embedded in processes and systems • Making it part of “business as usual” October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 60. 55 Underlying enablers: 1. Holistic view 2. People 3. Governance October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 61. 55 Underlying enablers: -­‐  Agreed  mission  statement 1. Holistic view -­‐  Agreed  overall  “landscape”  of  sites,   services -­‐  Home  page  strategy -­‐  Common  naviga(on  bar  or  banner 2. People 3. Governance October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 62. 55 Underlying enablers: -­‐  Agreed  mission  statement 1. Holistic view -­‐  Agreed  overall  “landscape”  of  sites,   services -­‐  Home  page  strategy -­‐  Common  naviga(on  bar  or  banner 2. People -­‐  Staff  directory  with  rich  user   profiles -­‐  PorVolio  of  tools  &  features  that   enable  people  to  create,   collaborate,  connect 3. Governance October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 63. 55 Underlying enablers: -­‐  Agreed  mission  statement 1. Holistic view -­‐  Agreed  overall  “landscape”  of  sites,   services -­‐  Home  page  strategy -­‐  Common  naviga(on  bar  or  banner 2. People -­‐  Staff  directory  with  rich  user   profiles -­‐  PorVolio  of  tools  &  features  that   enable  people  to  create,   collaborate,  connect 3. Governance Agreements  on: -­‐  Decision-­‐making  and  scopes -­‐  Fundamental  rules  and  guidelines -­‐  Change  facilita(on  strategy October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc
  • 64. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance Get in touch if you think a customized executive briefing would... • help bring your senior management onboard • inspire your global intranet team http://www.digital-workplace-trends.com/about-the-author/executive-briefings http://www.digital-workplace-trends.com/contact
  • 65. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance ..or if you think a facilitated workshop would... • bring your different players on to the same page • help you advance your vision of the people-centric digital workplace http://www.digital-workplace-trends.com/about-the-author/executive-briefings http://www.digital-workplace-trends.com/contact
  • 66. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance www.netjmc.com/blog www.digital-workplace-trends.com twitter @netjmc jane@netjmc.com cell +33 (0)6 12 03 66 34 (in France) LinkedIn group “NetJMC&Co” with 700 practitioners (no agencies or solution providers)