Presented at Intrateam 2012 How to think about employee usage of an intranet - what motivates, what inhibits, what matters

1. Loving the intranet:
Re-thinking employee adoption

2. ClearBox Consulting
Intranet, SharePoint & Digital Workplace
 Strategy
 Governance
 Implementation
 Collaboration
 Training
www.clearboxconsulting.co.uk
@sammarshall

3. What would get you to cross?

4. The adoption problem

5. ―Only 13% of IT professionals believe their
internal social networks have been a success‖
– Information Week Survey 2011
―enterprises with several years of Enterprise 2.0
efforts under their belt have failed to reach the
tipping point and cross into mainstream
adoption of social collaboration‖
– Laurie Buczek ―The big failure of Enterprise 2.0 Social Business‖
Use of social tools gets so far then stalls

6. 80% of organisations with SharePoint continue
emailing documents back and forth
-- Usamp survey 2010
Only a fraction of SharePoint gets used

7. ―Whenever somebody tells me that the answer is on the
intranet 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

8. intranet team IT
Balance of resources given to system vs. adoption

9. 25% office workers bored ‗most of the time‘
―...they resort to minor acts of vandalism and stealing
post-it notes for stimulation‖
(it‘s not just an intranet issue)

10. How should we think about ―Adoption?‖

11. Adoption goes beyond launch

12. Not just good content or ease of use

13. If that‘s all we have, intranets will only ever be in
the background
These sound like hygiene factors

14. Should your intranet be essential?
―People spent twice as long on my intranet‖
Is that good or bad?
Nobody cares if your intranet is used apart from you

15. What matters is that employees are productive

16. 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 Strategic
Feature Capability
Goals

17. Does this mean your employees will care too?
intranet team Employee
No.... ...and its not as simple as WIIFM

18. 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‖

19. 4 Levels of Adoption (MARS model)

20. 1) Mandated

21. Mandated - pros & cons
Compliance
Works best for services
Who will enforce?
Efficient use of asset
Resentment

22. 2) Accepted

23. Awareness
Launch
Reminders
Induction

24. Awareness

25. When to use & why

27. Removal of negatives
Usable
Attractive
Reliable
Accessible
Trained
Supported
Won‘t look foolish
Won‘t backfire

28. Expiry dates
Owner name
Owner photo
Publishing process
Trust and value in content

29. SCANA Launch

30. Normal / Legitimised
Windows Mobile user
iPhone users

31. nGage analytics

32. Leaders set example

33. 3 Things that are hard to kill
Break old habits

34. Intercept workflow
Make intranet easiest option
Accept that change will take time
Harmon.ie example

35. 3) Rewarding

36. ―Drive‖ by Dan Pink

37. Extrinsic value
It can kill the kind very creativity and problem-
solving that intranets are there to promote

38. Gamification
Use badges only if they are symbolic of something
meaningful
Beware of badges becoming extrinsic rewards

39. Downsides of Gamification
―If a job sucks, it will still suck when you gamify it‖
--JP Rangaswami

40. Intrinsic value
People will be most motivated when they find their
own purpose for the intranet

41. Finding value takes experimentation
NationalField designed to hook into value
proposition learned in Facebook

42. Recognition can be reward enough

43. 4) Stimulating

44. Autonomy
Home workers 20% more productive than office-
based colleagues
--BT

45. BYOD
40% of students would accept a lower paying job if
they could choose their work device
--Cisco survey 2011

46. Freedom to choose how to collaborate
‗Friction free‘ collaboration
Connecting to the right people
Access to information without barriers

47. ―When the company imposed rules prohibiting
workers from blogging about their non-work
interests, work postings dropped. When the
company allowed workers to post freely, blogging
and reading went up and employees exchanged
more information about both work and play‖
Self-expression

48. Mastery
Learning
New ideas
Experimentation and curiosity

49. Communities and networking

50. Finding the right expert for the job
© Microsoft 2010

51. Purpose
Connection to higher objective
Vocation
Resilience to setbacks

52. Connecting employee to outcome

53. CAFOD example

54. 1. Mandated
2. Accepted
3. Rewarding
4. Stimulating
4 Levels of Adoption (MARS model)

55. How to get people to fill in their profile?
© Microsoft 2010

56. Requirement for expenses
1. Mandated system
2. Accepted
3. Rewarding
4. Stimulating
4 Levels of Adoption (MARS model)

57. Fill in as much as possible
1. Mandated from other sources
2. Accepted
Show % employees
3. Rewarding
complied
4. Stimulating
Ensure leader profiles
completed
4 Levels of Adoption (MARS model)

58. Employee of the month
1. Mandated
2. Accepted Feature profile with any
activity
3. Rewarding
4. Stimulating Show % individual profile
complete
4 Levels of Adoption (MARS model)

59. Connect with like-minded
1. Mandated people
2. Accepted
Get involved as an expert
3. Rewarding
4. Stimulating Place to express yourself
4 Levels of Adoption (MARS model)

60. Can you overdo it?
People think process intrinsically good and forget
about business value (Morten Hansen ‗Collaboration‘)
Silos can be powerful
‗Good‘ adoption is not all employees using all tools

61. ClearBox Consulting
Intranet, SharePoint & Digital Workplace
 Strategy
 Governance
 Implementation
 Collaboration
 Training
www.clearboxconsulting.co.uk
@sammarshall

62. 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/

63. Digital Workplace Manifesto
1. Work is no longer a place - let me be productive where I choose, but respect my
home life too.
2. The DW should be a pleasure to use - if it‘s not as good as what I use outside, let me
bring it in
3. Everything should be geared to helping me do the work that matters. You know who I
am - once I'm logged in I should get everywhere I need to go with the same profile
4. Not everyone is an early-adopter. Give support and guidance to those that need it,
but also freedom to learn by playing.
5. Let me be myself online - many of my working relationships may be with people I
don't get to meet
6. I enjoy learning - give me the opportunity to acquire knowledge from outside and in
and the chance to use it well
7. Work doesn't stop at the firewall - our DW should encompass customers, suppliers
and partners
8. I work best if I understand why I'm doing what I do - let me express my views and I'll
listen to yours
9. Collaboration only works if we all do it the same way. I'll accept that the best tool is
the one we all use