The Evolution of the Intranet: Creating a Culture of Collaboration
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Collaboration as we know it has changed dramatically over the years. It wasn't that long ago that we had to make a concerted effort to connect with one another; now that same effort is required to disconnect. So why do organizations continue to struggle to connect and engage with employees, customers and partners? Collaboration tools are both numerous and sophisticated, but are we really better off? If we have the tools, the technology and the will, then why aren't we doing a better job with collaboration in our organizations? In short: Is a company that has a robust Intranet and can truly work together better nothing more than a myth - a lofty goal to which we aspire but will never attain? In this session, we'll tackle these questions and more, taking an in-depth look into why collaboration projects fail to meet our expectations and what organizations can do today to forge new connections, become more productive, increase employee engagement, and build an Intranet that fosters a culture of collaboration.
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The Evolution of the Intranet: Creating a Culture of Collaboration
- 1. The Evolution of the Intranet Creating a Culture of Collaboration LISTEN KNOW UNDERSTAND CONNECT
- 2. 2 Curtis@C5Insight.com Curtis Hughes Managing Partner C5 Insight About Me /in/curtishughes @C5Curtis
- 5. A Change Is Taking Place In Our Organizations THE EVOLUTION
- 6. Atlasssian Infographic - https://www.atlassian.com/time-wasting-at-work-infographic 62 Per Month Average number of meetings per month that an employee attends Meetings 36 Per Hour Email Checks Average number of times per hour that an employee checks his/her email 9.3 Per Week Searching/Gathering Average number of hours per week spent searching for and gathering information 304 Per Week Emails Received Average number of emails per week that an employee receives
- 7. Social Society The Evolution | Technology
- 8. Convince and Convert - 11 Shocking New Social Media Statistics in America A New Way Of Communicating Americans age 45-54 with a social media profile 55% 2.03 Billion World population that is ACTIVE on social media The Evolution | Technology
- 9. Social Society Mainstream Mobile The Evolution | Technology
- 10. 60 Second Marketer - http://60secondmarketer.com/blog/2011/10/18/more-mobile-phones-than-toothbrushes/ 4 BILLION 3.5 BILLION People that have a toothbrush Worldwide People that have a mobile phone Worldwide The Evolution | Technology
- 11. Social Society Mainstream Mobile Data Deluge The Evolution | Technology
- 12. IBM (http://www-01.ibm.com/software/data/bigdata/what-is-big-data.html) EMC (http://www.emc.com/about/news/press/2012/20121211-01.htm) The Evolution | Technology World’s data that was created in the last 2 years 90% Data that is tagged and useful 3%
- 13. Generational Shift The Evolution | Workforce
- 14. Millennial Branding – The Cost of Millennial Retention Study 3 years 50% 67% Millennials only stay an average of 3 years at a company Moving On Two-thirds of Millennials leave for something other than money More Than Money By 2020, Millennials will make up approximately 50% of the workforce Majority Rules
- 15. Generational Shift Networking Power The Evolution | Workforce
- 16. MIT/NYU - Information, Technology and Information Worker Productivity Whitepaper $83,000 Additional revenue generated by each employee who is connected to a wide range of colleagues
- 18. Compliance Crackdown The Evolution | Business
- 19. Gartner - http://www.gartner.com/newsroom/id/2672515 33% The number of Fortune 100 companies that will face an “information crisis” due to their inability to effectively value, govern and trust their enterprise information. By 2017... The Evolution | Business
- 20. Compliance Crackdown Cost Cutting The Evolution | Business
- 22. + + = Technology Workforce Business Disconnect The changes in our technology, people and businesses are creating a great disconnect for those companies that don’t have a plan.
- 23. Why Intranets Today Are Missing The Mark THE DISCONNECT
- 28. TOO MANY RULES
- 30. Practical Steps For A More Collaborative Intranet MOVING FORWARD
- 31. Wikipedia Most intranets have become completely unwieldy and present a highly fragmented and confusing user experience, with no consistency and little navigational support. The Intranet portal can help employees find information more easily and perform their jobs better, though few portal designs are optimal just out-of-the-box. “ 37% Over Budget 64% Miss Deadline 17% Completely Fail AIIM
- 32. 4 Keys To A More Collaborative Intranet Think More Strategically Understand Your Culture Focus On People Measure Your Success
- 33. 63% The estimated social collaboration projects that will not achieve their intended benefits due to poor leadership or overemphasis on technology. Gartner Information that will need to be re- created in orgs that don't improve how employees collaborate and share knowledge. Ignify 80% 70% 25% 97% 240% The number of collaboration projects that fail to meet expectations. AIIM Social collaboration boost to worker productivity. Harvard Business Review The number of businesses using collaboration software that have reported being able to service more clients, more efficiently. ICE3 Boost to performance when an organization engages customers and employees. Gallup Rewards Risks Understand There Are Risks As Well As Rewards
- 34. Frost & Sullivan - Meetings Around the World: The Impact of Collaboration on Business Performance Percent of a company’s performance that is directly due to its ability to collaborate. 36% Have a Plan | Build a Business Case
- 35. Have a Plan | Build a Business Case 2 What What problem(s) are we trying to solve? 3 When When will we know we are done? 1 Who Who will this impact? 4 Where Where are we going? 5 Why Why should our company, department, etc. invest in this? 6 How How does this align with our corporate mission, vision and direction?
- 36. Bring People Together | The Collaboration Lifecycle Engagement Forming bonds awakens a desire to serve each other 1 Information flows easily and ideas begin to multiply Relationships Relationships become natural and organic Connections Bring people together in friction-free ways. 2 34 Innovation
- 37. Bring People Together | Focus on Forming Weak Ties Marketing IT HR Logistics Legal Finance Engineering
- 38. • Spread the news • People support what they help create • Make it easy to provide feedback Proclaim • People use what they understand • Create ambassadors and champions • Start early and repeat Prepare Equip People For Success
- 39. Keep The Momentum You can’t manage what you don’t measure Assign ownership to everything Focus on Lessons Learned Develop scalable, repeatable processes
- 40. Keep The Momentum 30% Increase In Project Success There is a 30% increase in project success when a collaboration project includes a multi-departmental steering committee. AIIM
- 42. We can't solve problems by using the same kind of thinking we used when we created them. — Albert Einstein “
- 43. 43 luck@c5insight.com 704.895.2500 www.c5insight.com C5 Insight 9319 Robert D. Snyder Rd. PORTAL Building, Suite 348 Charlotte, NC 28223 CONTACT US /C5-Insight @C5Insight /C5Insight
Editor's Notes
- 1 MINUTE
- 1 MINUTE
- 1 MINUTE How many of you do things the same way today that you did 10, 15 20 years ago? OPTIONAL STORY: A friend of mine was telling me this story recently… A few years he met his future mother-in-law for the first time. She was preparing a roast dinner. As she readied the lamb to go into the oven, he watched her cut off the shank and throw it in the trash. She then placed the tray in the oven. He was bewildered. He asked why she did it and the reply was “we always do that.” He didn’t say anything else as He didn’t want to make a scene, especially as this was the first time He had met her. A year or so later, his new wife was preparing a lamb roast. Just as her mother had done previously, his wife removed the shank and disposed of it. Unable to contain himself, he asked why she had done that. “We’ve always done that” she replied. “But why?” he asked. “I don’t know. That’s what our family have always done” was her answer. Whenever we would have a lamb roast the same thing would happen. Years later they were visiting his wife’s grandmother in her home where she had lived for nearly 50 years. She was preparing a lamb roast. He watched her remove the shank and throw it in the trash before placing the tray in the oven. Unable to contain himself again, he said “forgive me, I don’t mean to be rude, but can you tell me why you did that?” “Of course I can“ she said. “This old house has only got a tiny oven and I can’t fit the entire roast in with the shank still attached.”
- 2 MINUTES Changes have been taking place in our culture and organizations for decades now Some have been obvious to us, but I suspect some have been more subtle For the next few minutes, I want to discuss what’s been happening in our organizations, because if we know what is happening and what the landscape looks like today, we’ll be better equipped to face the future. CLICK
- 1 MINUTE I’m sure all of you have seen the stats about how we’re all spending our time at work, and it's true… We sure are spending a ton of time meeting and communicating with each other So it certainly looks like we’re spending a lot of time communicating and “collaborating” So then why is it that nearly 3 out of every 5 organizations struggle to collaborate effectively? So here’s the deal, we believe there’s more to this … When we step back and take a holistic view of this thing called collaboration, it’s about more than just awesome technology like SharePoint and CRM. It’s more than building an Intranet. And it’s more than just trying to be more productive. (getting more things done). We see collaboration impacting areas such as employee engagement, talent retention, organizational risk, and the list goes on and on. Over the next few minutes, I want to share 3 areas where I believe we’ve seen the greatest changes to collaboration, and we’ll talk a bit more about what it means as you try to build a more collaborative intranet and organization. CLICK
- How many of you would say that technology hasn’t changed a bit over the last 20 years? OK – good, we’re all on the same page. First, if I were to talk about all the technological changes that took place over the last 20 years, we’d be here all day. But what I want to briefly call-out 3 areas where I think we’ve seen not only dramatic changes, but changes that have specifically shaped the Intranet and Collaboration as a whole CLICK Social / Personalization Let’s talk for a minute about social Every single person on this webinar is likely on one of the major social media platforms such as FB, LI, TW, etc. We are communicating differently. “Constant information”, my wife constantly telling me I’m consuming information Mashups, aggregations Integration Data flowing from system to system Personalized content Pull vs push Sharing Liking / rating “What do I need to do my work?” CLICK
- 1 MINUTE But what you may not know - or care about - is that 55% of Americans ages 45-54 are now on social media. This is a pretty big change from only a few years ago, and will have an impact on how you collaborate and communicate within your organization. In addition, nearly 30% of the entire world is ACTIVE on social media…that’s incredible to me CLICK
- 3 MINUTES It goes without saying that we are a mobile society. We all get that, right? Anytime access Anywhere access Tablets, windows, etc.
- 1 MINUTE CLICK But did you guys know that there are now more mobile phones in use than there are toothbrushes? That’s a pretty startling stat to me, and a pretty important fact that we should understand. Not just the number, but what this actually means people CLICK
- 3 MINUTES Data Everywhere Anyone heard of this thing called Big Data Data is growing at an astronomical rate. Don’t believe me… CLICK
- 1 MINUTE Here are some stats that show just how much data we are producing… And it’s not just data for dashboards. It’s documents, lists, and other unstructured data – Unstructured content doubles every year (IDC) If that we’re bad enough, out of all of this data, only 3% is tagged in a meaningful way that makes it useful. I’m sure your organization is not alone…you saw how many hours per week we spend looking for stuff – over 9! Just as technology has changed, so have our users and the people in our organizations. - CLICK
- 3 MINUTES The people in our organizations – you and I – are also changing in a number of ways CLICK You guys have probably heard a lot about the millennial movement, so I want to talk about the impact this will have on how we collaborate CLICK
- 1 MINUTE We talked about rise in social media use by earlier generations, let’s talk about the latest generation in the workforce – the Millennials. CLICK Did you guys know that only 1/3 of Millennials leave for more money? So why are they leaving? Because they want something more – relationships, meaning, purpose CLICK And when they do choose to leave, it’s only after about 3 years? Just enough time to learn the ropes, gain some knowledge, and walk out the door CLICK And that if these 2 things weren’t enough, that as of this year, the scale is tipping and they will begin to make up a majority of our workforces. And by 2020, not only will Millennials be half of our workforce, but for the first time in history, we will have 5 generations in the workforce at one time (Traditionalists, Baby Boomers, Gen X, Gen Y/Millennials, Gen Z) Generational changes are some of the most frequent conversations we’re having today with our clients, and it will impact your efforts to collaborate CLICK
- 3 MINUTES The next change we’re seeing in the workplace is the power of networks Inundated with networks today More than ever, it’s about who you know and to whom you are connected In fact, the highest performers are actually those with the largest networks and most information sources CLICK
- - MIT/NYU study showed that employees connected to a wide range of colleagues generated $83,000 more in revenue
- 3 MINUTES QUESTION: When is the last time you bought a book and read through it or referenced it? Moving from “courses to resources” – “Just Google it” Self-directed Unstructured Learning and Development teams now support, not direct employee learning CLICK
- 3 MINUTES Lastly, as if those weren’t enough change, business is changing at light speed! CLICK Enron SOX More scrutiny Chief Compliance Officer role Investor / board demands (under more scrutiny) CLICK In fact, Gartner predicts that by 2017, 33% of Fortune 100 organizations will experience an information crisis, due to their inability to effectively value, govern and trust their enterprise information.
- 1 MINUTE - So it goes without saying that compliance is a hot topic today and something impacting collaboration and our Intranets
- 3 MINUTES Doing more with less Work Smarter Lean Agile Integration CLICK
- 3 MINUTES QUESTION: How many of you interact with someone outside of the United States? Doing business worldwide Partners and customers from all countries and cultures Real-time collaboration They are located all over the world Every country No longer sitting in the same office, or talking to the same company
- 1 MINUTE So what does all this mean? It means that with so many changes across technology, our people and our companies… CLICK Organizations are facing a great disconnect when it comes to handling these changes in order to continue collaborating effectively So let’s talk about what this disconnect actually looks like CLICK
- Over the next few minutes, I’m going to share with you 6 areas where we see this disconnect manifesting itself in today’s organizations. When companies are trying to build a collaborative intranet, what are they missing and why are they failing? CLICK
- 1 MINUTE Wrong expectations always leads to disappointments We hear things like: “This will make us so much more productive right away.” “We don’t seem to be collaborating like they are. Why is it working so well for them?” “We have smart people, very technical people, a day of training should be plenty.” (or, there's no way we'll get them for that long) “The old way was more comfortable for me.” “I developed the old way and I know how it works – I can’t get my head around this new way of doing things.” Fixing potholes or building a superhighway? Remember, it's not a 1 size fits all….When you’re a hammer, everything looks like a nail. - CLICK
- 2 MINUTES What does done look like? Are your goals actually measurable? How do you know when you’re done and have met the goals? What do you do if you had no goals and you’re trying to recover; how do you know if you are off track? We hear: “We need an Intranet” (why?) Long-Term Roadmap Unclear or Unmeasurable Goals Where are you going? Why are you going there? What do your goals look like? Are they measurable? How do you know when you’re done and have met the goals? What do you do if you had no goals and you’re trying to recover; how do you know if you are off track? Chart your journey What does done look like Be specific Phased approach – Single phase = Have not thought far enough ahead about where you want to go You are trying to do too much in a single phase Stay the course Stick to the plan – NO SCOPE CREEP If a challenge arises, determine if it even affects the project Create a parking lot/grass catcher/wish list to capture future items and wants CLICK
- 2 MINUTES Make sure that your first phase has very clear and very real value for the users/audience. One of the “easiest” things you can do to aide in user adoption is to give your users something that makes it worth their while. WIIFM Get them involved in the process Focus on value vs ROI – ROI comes from use, not implementation. Get people involved early in the process People support and use what they help create CLICK
- 1 MINUTE One thing we have found to be certain is that focusing on technology always leads to disappointments. Throwing tools at it – most organizations are really looking for a technology “quick fix” - it just doesn’t work like that Garage analogy This includes being “owned” by IT (or the business) – it should be a collaboration between them. Focus on connecting people, bringing people together As you approach the 2nd and 3rd times, people really begin to lose faith/trust in the next solution and become more resistant Failure not only costs money, it costs satisfaction (which lowers productivity), and ultimately could cost jobs Avoid the Silver Bullet Technology is a wonderful thing, but it’s not the only thing One size never fits all Understand what it is you are building and for whom CLICK
- 2 MINUTES I like the color blue. What if I told you, you can pick any color you want, as long as it’s blue? We’ve gone to the extreme when it comes to compliance We have to find the balance Implementing collaborative intranets with rules so restrictive people can't collaborate is a recipe for disaster. Rules of the road = yes (governance) Straight jacket = no Don’t tell your employees you want them to collaborate more, but they can only do it on Tuesday and Thursday, etc… CLICK
- 2 MINUTES How many of you own a home? Now, how many of you have run out of projects to do at home? Collaboration is one initiative that should never be “finished” There has to be a process for continuous improvement Collecting feedback (site feedback solution) Changing, adapting, new employees, new generations, new ways of communicating Do you have a strategy and process for ensuring you continue to improve? This is a sophisticated platform, but it needs maintenance like everything else in life. Forget to change with the times Your intranet will look like this picture and be a collaborative ghost town You’re never really finished (training, adoption, improvements, leveraging new technologies/processes) Have a clear set of rules by which everyone plays Capture feedback Track lessons learned – Diligently Don’t forget for whom the system was built CLICK
- So now that we’ve seen what has and is changing in our organizations And what companies are doing wrong Let’s now talk about how you can leave here with practical tips to avoid this disconnect and start building a more collaborative intranet CLICK
- 1 MINUTE First, let’s talk about what an Intranet portal is and set some expectations We all know their potential, but what is also true is that they are not turn-key – no matter how great the technology In fact, 37% are over budget, 64% miss their deadlines and 17% completely fail never to see the light of day So how do we prevent this? I’m glad you asked… CLICK
- 3 MINUTES As I’ve met with clients and have seen how users work within an organization, I’ve come up with 4 components that I believe make-up a successful collaborative intranet. I won’t stand up here and say these are the ONLY strategies, but we have seen these 4 play a significant role in success and failure. Think Strategically Today, it’s about more than just “a landing page” In the early days, people didn’t have anything, so a way to consume some fairly recent information was a huge step forward. Today, if you think of an Intranet as a landing page with some My Sites, you are selling yourself, your users, and your company short. So I challenge you to begin to think about this as more than a hub or gateway, but a collaborative toolbox for your entire company to begin to innovate, work together, increase productivity and serve your clients better. Elude to KapStone ROI and show in next section Understand your culture Distrust/non-collaborative? Do you have silos that need to be smashed and bridges that need to be built? Focus on People A connected company is a successful company. We’ve seen it time and time again, and research shows it as well Not only because well-connected employees generate $83,000 more in revenue, but because of the ripple effect within an organization Bring people together Social Communication is bottom-up or P2P Communication / Change management (alerts, news, updates, etc.) 3 areas where we see connections play a significant role: 1) Innovation External application integration (KapStone - Over 40 different software packages) Sharing ideas Productivity could be increased by 20-25% (McKinsey) 2) Employee engagement Better internal communications - Are employees aware of what’s happening in the organization and why? Improved trust and integrity – How well do managers communicate and 'walk the talk'? Line of sight between employee performance and company performance – Does the employee understand how their work contributes to the company's performance? Career Growth opportunities –Are there future opportunities for growth? Pride about the company – How much self-esteem does the employee feel by being associated with their company? Employee development – Is the company making an effort to develop the employee's skills? 3) Customer service/satisfaction Interacting with customers, partners, vendors, donors - stats? STAT: businesses using collaboration tools have reported being able to serve more clients, more efficiently (ICE3) – elude to this in next section (97%) Measure your success You can’t manage what you don’t measure Know how you are doing, what is your baseline, are you improving, what are your lessons learned? Don’t set it and forget it. Did anyone notice that “pick an awesome tool like SharePoint” was not listed at all? As we begin to wrap-up, I want to leave you with 5 practical tips to help you create a more collaborative intranet CLICK
- 2 MINUTES Before you start doing anything, it’s always a good idea to understand both the risks and the rewards. STAT: In fact, 63% of all SharePoint and Collaboration projects are struggling or flat-out failed I won’t read all of these aloud to you, but in addition to great increases in productivity and serving clients… The two greatest priorities continue to be lack of executive support and “other bigger priorities”: 22% cite lack of executive support as the primary barrier to implementation. 18% cite “other, bigger priorities” preventing them from implementation. http://www.prescientdigital.com/downloads/2012%20Social%20Intranet%20Study_Summary_Prescient%20Digital%20Media.pdf Talk about CPR session tomorrow
- 1 MINUTE - 36% of a company's performance was due to its ability to collaborate http://www.shareworkz.com/images/frost_sullivan.pdf Why do you think you need to collaborate? Do you need an intranet? With today’s business environment, this is more important than ever, and we won’t do a large-scale implementation without them. So for a moment, we’re going back to school. Anyone remember the “Who, What When Where Why” questions? - CLICK
- 2 MINUTES We’ll, those still hold true today – try it sometime. Who will use this Ages, departments, etc. Stakeholders, who wins, who loses How do our users work and consume info? What matters to our users (news, blogs, information, documents, reports)? Who owns our intranet? What problem are we trying to solve? I can promise you, you’re not trying to solve a SharePoint problem When will we know we are done? Where is our company going? What is the vision; do I understand the vision? Why should our company spend money on this? Can we even measure the return on investment? How does our company make money? How would a collaborative intranet improve our ability to do this? CLICK
- 2 MINUTES Since without people, none of us would have any reason to implement SharePoint and have anyone to actually implement SharePoint The culmination of all of this hard work to bring people together, form relationships, and achieve engagement, ultimately bears the fruit of innovation and ideas Or put another way: new products, better customer service, more efficient processes, more customers This is the collaboration nirvana that every organization wants, but as you can see, technology is nowhere to be found in this lifecycle. It can help – as a tool – but it’s not the core driver for this. 66% of CIOs from top-performing enterprises consider collaboration as key to driving innovation. All connections are not created equally McKinsey & Company, 2012. “The social economy: Unlocking value and productivity through social technologies.” http://www.mckinsey.com/insights/high_tech_telecoms_internet/the_social_economy CLICK
- 2 MINUTES Mark Granovetter strong ties and weak ties CLICK These are depts. In your organizations Let’s assume there are strong ties between these groups Strong ties are the people you work with daily, work beside, go to lunch with, close friends, etc. Take more work so you have fewer No new info - The information they receive overlaps with what we already know CLICK Whether you know it or not, clusters of information exist within your org When this happens, naturally things outside of these clusters create silos of information Weak ties are the people or groups with whom you speak occasionally – break room, CCed on an occasional email, etc. LINKED IN is great example Can have more of these because the take less work to maintain Bridges between networks or clusters CLICK As an example, what if we connect Logistics Legal (delivery policy creation) Now, if that doesn’t work for you, maybe you try to bring Marketing Logistics (new sales piece) By doing this, you’ve introduced logistics to an entire network or cluster within your org, and now information can flow more easily CLICK On the other side, what if we found a way to bring HR Logistics (planning a company party) Now HR would have a pretty large network through which information and new ideas can flow CLICK Lastly, what if we connected IT HR (unlikely, but let’s assume) CLICK Now, what was once silos and clusters is an open network within your organization, and then what happens is information can flow freely through your organization, creating innovation, ideas, collaboration, etc.
- 2 MINUTES If people are at the heart of collaboration, then along with planning, it only makes sense that you spend time helping them understand the value of what you are doing One way we do this is by what we call Prepare and Proclaim Prepare Training Understanding of not only the what, and how but the WHY (adoption, change mgmt) On-going Project team (core, extended, etc) Proclaim Communication plan (banners in breakroom, email blasts, videos, contests, etc.) Get people excited Get people involved (project team) Make it easy to provide feedback (I’ll talk about that ) People support what they help create CLICK
- 1 MINUTE You can’t manage what you don’t measure Metrics Ideas generated Time to on-board a new employee (did it used to take a day and now it takes 2 hrs?) Active users Money saved (travel, etc.) Decrease in emails (especially email with attachments) Make them YOUR metrics – again, understanding what is important to your organization At the end of the day though, I believe it comes back to engagement, morale, and happiness at work. You can have all the tools and track all the metrics you want, but if people don’t want to be there and aren’t engaged, it doesn’t matter at all You can Google engagement questions and Gallup has a list of 12 as well. Surveys work well. Talk to people, collaborate and communicate. Self-assess and be honest Lessons Learned What’s working, what’s not, be accountable Assign ownership SP Leadership team – steering committee Keep measuring and learning and improving
- 1 MINUTE You can’t manage what you don’t measure Metrics Ideas generated Time to on-board a new employee (did it used to take a day and now it takes 2 hrs?) Active users Money saved (travel, etc.) Decrease in emails (especially email with attachments) Make them YOUR metrics – again, understanding what is important to your organization At the end of the day though, I believe it comes back to engagement, morale, and happiness at work. You can have all the tools and track all the metrics you want, but if people don’t want to be there and aren’t engaged, it doesn’t matter at all You can Google engagement questions and Gallup has a list of 12 as well. Surveys work well. Talk to people, collaborate and communicate. Self-assess and be honest Lessons Learned What’s working, what’s not, be accountable Assign ownership SP Leadership team – steering committee Keep measuring and learning and improving
- 1 MINUTE At the end of the day, this Einstein quote sums it up best…. CLICK
- 1 MINUTE As you can see, there’s more to success than technology. And while intranets are a great tool, remember they are just a tool.