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Working Hard or Hardly Networked?

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Unified communications and collaboration tools have the power to accelerate productivity and bring people together, however, most UC implementations fail to live up to expectations. This study reveals where most organizations go wrong when it comes to UC and collaboration, and what they can do to boost user adoption, productivity, and work satisfaction.

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Working Hard or Hardly Networked?

  1. 1. BROUGHT TO YOU BY
  2. 2. The IT End-User Disconnect Today, employees have more communication options at work than ever before, from traditional desk phones and email to social collaboration apps, video conferencing and unified messaging. Many IT managers, however, are hesitant to invest in new collaboration technology, claiming what they’ve already implemented is not being used. This study discovers why most unified communications and collaboration implementations fail, and what your organization must do to increase user adoption and employee engagement. STUDY METHODOLOGY Softchoice, one of the largest technology solutions and managed services providers in North America, set out to discover IT departments’ processes and priorities around unified communications and collaboration rollouts, training, and support. They surveyed 250 IT Managers and 750 line-of-business employees to determine the impact typical UC and collaboration rollouts have on employee communication habits, preferences, and workplace satisfaction.
  3. 3. COMMUNICATION TOOLS BY THE NUMBERS (AND HOW REGULARLY EMPLOYEES USE THEM) MOBILE PHONE 68% 69% PROVIDED THE TOOLS USE THEM EVERY DAY SCREEN SHARING 60% 8% VIDEO CONFERENCING 70% 5% DESK PHONE 86% 82% SOCIAL COLLABORATION 40% 10% EMAIL 97% 95% INSTANT MESSAGING TELECONFERENCING 68% 40% 69% 12%
  4. 4. FINDIN G #1: 74% OF EMPLOYEES PREFER FACE-TO-FACE COMMUNICATION AT WORK But rely on communications tools to collaborate most of the day 30% SPEND 5+ HOURS A DAY 26% SPEND 2-5 HOURS A DAY 26% SPEND <30 MINUTES A DAY IN FACE-TO-FACE MEETINGS…
  5. 5. 1. It makes them more productive 2. It’s easy to use 3. It has multiple uses in one 4. It’s compatible with their mobile device 5. It lets them work from anywhere FINDING #2: WHEN IT IMPLEMENTS A NEW COMMUNICATIONS TOOL… There are 5 reasons employees will use it
  6. 6. 1. It doesn’t work properly 2. It doesn’t make them more productive 3. They already have too many tools to choose from FINDING #3: WHEN IT IMPLEMENTS A NEW COMMUNICATIONS TOOL… There are 3 reasons employees won’t use it
  7. 7. FINDING #4: WHEN IT IMPLEMENTS A NEW COMMUNICATIONS TOOL: • 77% of employees say they’re not consulted before the new tool is rolled out • 58% of employees say they’re not consulted on the tool’s usefulness post-implementation • 1/3 of employees say they don’t receive training • Of those that do, 1/2 say they get less than 30 minutes • 71% of employees say, at most, they use half of a communications tool’s features • 38% of employees say they have access to communications tools they don’t know how to use and thus never use
  8. 8. FINDING #5: THE CONSULTATION EFFECT Employees that are not actively consulted on communications tool rollouts are… 2x More likely to be dissatisfied at work 3x More likely to not see themselves at their current employer long-term 18% More likely to have to troubleshoot their own support issues
  9. 9. THE CONSULTATION EFFECT CONTINUED... Employees that are consulted on communications tool rollouts are… 18% More likely to feel the tool makes them more productive 23% More likely to be satisfied in their current jobs 26% More likely to feel they’re given the tools to do their best work
  10. 10. FINDING #6: MOST EMPLOYEES USE COLLABORATION TOOLS IN MEETINGS But they should enhance, no t detract from, the meeting 69% OF EMPLOYEES USE WIRELESS COMMUNICATIONS TOOLS IN MEETINGS 76% OF THOSE EMPLOYEES SAY THEY’VE BEEN DISTRACTED BY THEM IN MEETINGS
  11. 11. FINDING #7: TALKING ABOUT MY GENERATION • Millenials are more likely to bring communications tools to meetings • Suprisingly, we found that baby boomers are more likely to be distracted by them • Millennials are more likely to say that having many communications tools at work makes them more productive •M illennials are also most likely to know how to use at least half of a communications tool’s features
  12. 12. FINDING #8: COMMUNICATION BREAKDOWN How hard is it to implement and support communications tools? 4 out of 5 IT managers say < 25% of support calls are related to malfunctioning communications tools 11% of IT managers that haven’t integrated voice, video & data in one solution plan to do it soon 2 out of 3 IT managers think UC solutions are easy to manage post-implementation 44% of IT managers found it difficult to implement a UC solution 54% of IT managers seek the help of a third party solutions provider for UC implementations
  13. 13. FINDING #9: OUT OF OFFICE Understanding user behavior beyond the firewall 49% of employees work 5+ hours a week outside the office. Most are beyond business hours 85% of IT managers support communications tools outside office hours 68% of IT managers think the variety of communications devices employees access creates security risks
  14. 14. CONCLUSION It’s about people, not technology Unified communications and collaboration tools have the power to accelerate productivity, bring people together and increase employee engagement. However, most UC implementations fail because employees are left out of the process. There are two critical, often overlooked, components to a successful implementation: 1) Long before any technology decision is made, organizations must first understand their own culture, employee work habits and productivity needs to find the right technology fit. 2) Once the tool is deployed, organizations must engage employees with a robust communications and adoption strategy to help them learn to use the tool and, more importantly, appreciate how it makes their everyday jobs better. Implementing and using the technology is the easy part. Unleashing your employees’ potential through that technology takes strategic planning, great communication, and superior employee engagement.
  15. 15. 2. COMM UNICATE Make it clear to employees what the new tool will solve for them Continually seek employee input, address employee hesitations and measure user adoption 4. MEA SURE 5. RE PEAT Set objective, measurable adoption goals and benchmarks pre-rollout and monitor progress 3. EDU CATE Thoroughly train employees on how to use the new tool 1. CON SULT Survey and create a vision by talking with employees to understand what will make their jobs easier RECOMMENDATIONS 5 Steps to ensure a successful communications tool rollout
  16. 16. CONTACT US WWW.SOFTCHOICE.COM/SERVICES 1-800-268-7638

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