Finding the right digital tools for your internal communication strategy

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Presenation given at the Quadriga 6th Conference Internal Communication in Berlin, 29.10.2015

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Finding the right digital tools for your internal communication strategy

  1. 1. 1 Quadriga 6th Conference Internal Communication Finding the right digital tools for your internal communication strategy Berlin 29.10.2015 Stephan Schillerwein stephan@schillerwein.net www.schillerwein.net www.intranet-matters.com @IntranetMatters Offices: - CH – Klingnau (AG) - CH – S. Antonio (TI) Digital * Work * Design
  2. 2. 2 HOW FAR HAVE WE COME ?
  3. 3. 3 Source: Vin Jones, Business Practices That Refuse To Die #44: Email Trees, http://www.youtube.com/watch?v=QIqA_YKeboc
  4. 4. 4 Hard facts about our current Ways of Working 25 % Time-loss due to information overflow and interruptions 29 % Reduction in organisational performance 63 % Managers taking business critical decisions w/o the right information 3h Time spent searching per week (other sources: up to 2hrs per day!) 20 % Usage of talents, ideas and experience of employees 85 % Employees who could be more productive if work was better organised 62 % Companies that don’t trust their own information 82 % Outdated, inefficient, ineffective ways of working (from emp. perspective) 10 % Employees that master their IT-tools 70 % Customer interactions that lack critical informationen
  5. 5. 5 Sources for previous slide 1. Basex: “Information Overload: Now $900 Billion – What is Your Organization’s Exposure?”, 2008, http://www.basexblog.com/2008/12/19/infor mation-overload-now-900-billion-what-is- your-organizations-exposure/ 2. Capgemini, 2008 (as cited in: Stephen E. Arnold, Martin White: Successful Enterprise Search Management) 3. Capgemini: “The Information Opportunity Report“, 2008, http://www.uk.capgemini.com/news/pr/pr16 05/ 4. IntraFind/Datacom Research, 2013, http://www.intrafind.de/de/unternehmen/do wnload- center/index.php?page=category&cat_id=59 5. Internal survey among ABN Amro Bank‘s 100'000 employees 1. Workplace Productivity Report, http://www.stuff.co.nz/the- press/news/8928152/Digital-stress- overwhelming-workers-study 2. AIIM Industry Watch: „State of the ECM Industry 2011” 3. Ricoh: «A New Perspective: Ricoh Document Governance Index 2012», http://thoughtleadership.ricoh- europe.com/chde/anewperspective 4. Jeff Fernandez: “How the 'Digital Skills Gap' Bleeds $1.3 Trillion a Year From US Businesses”, 07/2014, https://smallbusiness.yahoo.com/advisor/39- digital-skills-gap-39-bleeds-1-3- 103000171.html 5. Omega Management Group Corp. and Coveo: “The Knowledge-Driven Support Organization and its Impact on the Customer Experience”, 2011, http://www.coveo.com/en/resources- and- videos/Harsh_Realities_for_Contact_Centers? mkt_tok=3RkMMJWWfF9wsRoluqzBZKXonjH pfsX64%2BQsWKeg38431UFwdcjKPmjr1YEHT 8R0dvycMRAVFZl5nQ9XDOWa
  6. 6. 6Picture credit: Steve Kay, „Bored“, http://www.flickr.com/photos/nifmus/2385966735/
  7. 7. 7 Intranet and Digital Workplace Maturity Stages LevelofWorkOptimisation&BusinessValue LevelofIntegration,Culture-dependency,Requirements,… Time&Maturity 1. Generation: Info-Intranet Passive “Systems of Record” 2. Generation: Work-Intranet Active “Systems of Engagement” 3. Generation: Digital Workplace Integrated “Systems of Context” Generation 4+: The Future Pro-active “Systems of Intent” Stephan Schillerwein, version 1.6 – Licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License Simple Medium Advanced Generic Social Collaboration and Process Support Advanced and specific Social Collaboration and Process Support … … Communication & Information Infrastructure & Cross-system functions ca. 80 %+ of all Companies are still here ca. 15 % <5 % Scope & Use Cases ? Success ?
  8. 8. 8Picture Credits: Ed Schipul «silver bullet», https://www.flickr.com/photos/eschipul/4160817135/ Technology is not a …
  9. 9. 9 What are the right digital tools for your internal communication strategy?
  10. 10. 10 WHAT IS SUCCESS ?
  11. 11. 11 Lets ask Dilbert … Source: http://dilbert.com/strip/2012-10-29
  12. 12. 12 Success is the by-product of focussing on … Real Value for all Stakeholders! (Stakeholders = People)
  13. 13. 13 Some examples
  14. 14. 14 Barclays Best mobile Intranet came out of … … Digital Business Transformation 17’000 «Digital Eagles» take customers, potential customers und co-workers into the digital world. Video: https://www.youtube.com/watch?v=Tymv-6XO5JU
  15. 15. 15Source: Intranet Summit
  16. 16. 16 Catholic Church in the Canton of Zurich: From Paper to Digitalisation of core process in 1 Step
  17. 17. 17 Deutsche Post DHL: Social Extranet Source: Daniel Pankatz, IOM Summit 2013
  18. 18. 18 HOW DO WE GET THERE ?
  19. 19. 19 Worst Practise #1 Assumptions! Not involving those who it is for or involving them, but asking the wrong questions! Ford’s «Faster Horses»
  20. 20. 20 If you ask the wrong questions… • Wrong answers! • Wrong decisions! • Weak arguments! Plus: it can take a long time until you notice…
  21. 21. 21 Don’t start a [Digital Tool of Choice] project! Operations: Go Live, Use & Sustain Phase 4: Build & Implement Stream a: Technology Stream b: Content & Structure Stream c: Organisation Stream d: Change & Adoption Phase 3: Prepare & Design Roadmap Solution Concepts Organisational Concept Change & Adoption Concept System Evaluation Phase 2: Explore & Envision Analysis Vision & Strategy Business Requirements Phase 1: Project Initialisation Project Scope Project Setup Phase 0 (Pre-Project): Business Case & Strategic Direction Plan xPhaseA:Project&ExpectationManagement xPhaseB:Communication Stephan Schillerwein, version 3.0 – Licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License
  22. 22. 22 Pre-Project: understanding what it’s really about Understand what’s there Understand the Business Discover Patterns Create a Blueprint for the Future of Work
  23. 23. 23 Some data about what you will discover when asking the right questions …
  24. 24. 24 High potential in work based on digital tools 2% 6% 20% 72% Time spent with IT-based work (emp./d) <1h 1-2.5h 2.5-4h >4h
  25. 25. 25 Knowledge Work is the most widespread type of work 22% 78% Process Work (blue) and Knowledge Work (green) Sacharbeit Wissensarbeit
  26. 26. 26 Broad spectre of problems and potentials 82% 73% 71% 66% 67% 68% 63% 66% 0% 20% 40% 60% 80% 100% (1) INFORMATIONEN & DOKUMENTE (2) ZUSAMMENARBEIT, AUSTAUSCH & CO. (3) SELBSTORGANISATION & ARBEITSMANAGEMENT (4) PROJEKTE (5) PROZESSE (6) ORGANISATORISCHE LEISTUNGSFÄHIGKEIT (7) MITARBEITERZUFRIEDENHEIT (8) UNTERNEHMENSKULTUR Skala: Relevanz des Value Drivers ist …100% = geschäftskritisch, 80% = sehr hoch, 60% = hoch, 40% = mittel, 20% = niedrig, 0% = keine
  27. 27. 27 Root-causes on all layers of an organisation 38% 37% 26% SHARED VALUES STRATEGY STRUCTURE SYSTEMS STYLE STAFF SKILLS
  28. 28. 28 About every 2nd problem cannot be adressed by technology 57% 43% Intranet NON-Intranet
  29. 29. 29 1st Generation isn’t an option at all, 2nd just an intermediate step 5% 14% 46% 34% 1% 1. Generation 1. Generation - teilweise 2. Generation 3. Generation 4.+ Generation(en)
  30. 30. 30 Typical minimal time loss and potential for raise in productivity 40min/employee/day 30 20 Time lost Productivity potential Real raise in productivity
  31. 31. 31 With a foundation like that, it is even possible to overcome what happens in each digital project …
  32. 32. 32 What a typical Digital Project looks like Pre-Project Specification Implementation Scope & Benefits Expectations Usage
  33. 33. 33 How to overcome this situation Scope & Benefits Expectations Value Drivers Productivity Core Behaviours Project as Pilot of New Work Biz-focussed Strategy Value based Use Cases Target Groups Value based System Evaluation CostValue Ratio of Functionalities Driving Adoption Controlling of Value  Holistic Approach focused on Work Practises not Workplaces, Work Tools, Channels, etc.  Pre-Project Specification Implementation Usage
  34. 34. 34 A [Digital Tool of Choice] needs Transition on all Layers Today (Current State) Shared Values Strategy Structure Systems Style Staff Skills Future (Target State) Shared Values Strategy Structure Systems Style Staff Skills The «7S» as definied by McKinsey («The McKinsey 7S Framework») Requirements, Solution Concept, System Evaluation, … Business Case Change Management, Culture, Ways of Working, …
  35. 35. 35 A LOOK AT THE MARKETPLACE AND SOME TOOLS
  36. 36. 36 «Digital Internal Comms Tools» doesn’t even exist as a market segment IntranetCMS All-in-One Portals «On Top» Products Intranet Suites ECM Social Collaboration Workflow & BPM, ACM Integration Layers Other Systems with Intranet- Functions … Each box contains dozend or even hundreds of vendors
  37. 37. 37 But some market segments matter more than others … = potential core systems = potential «add-on»-systems IntranetCMS All-in-One Portals «On Top» Products Intranet Suites ECM Social Collaboration Workflow & BPM, ACM Integration Layers Other Systems with Intranet- Functions …
  38. 38. 38 Don’t try reducing complexity by oversimplification © Gartner: Magic Quadrant for Social Software in the Workplace
  39. 39. 39
  40. 40. 40 Discover many innovative examples http://www.gilleran.net/internal-communications-apps-social.html Screenshots taken from (from top to bottom): https://www.hipchat.com/ , http://www.waggl.it/how-it-works , https://weekdone.com/ , https://www.vocoli.com/
  41. 41. 41 But please keep in mind: Find out which Use Cases matter to your people 5% 5% 1% 5% 4% 1% 3% 10% 9% 9% 3% 4% 1% 2% 2% 4% 1% 2% 4% 1% 4% 7% 1% 6% 3% 1%
  42. 42. 42 COMING BACK TO THE ORIGINAL QUESTION
  43. 43. 43 How do we integrate the potential of digital and social technologies as what they are – enablers of new ways of working – into our internal communications strategy?
  44. 44. 44 Questions ? Thank you ! Digital * Work * Design
  45. 45. 45 About Stephan Schillerwein  Extensive experience (15+ years) in Digital Media and Information Management, specializing in Digital Work Design through Intranets, Social Collaboration and Digital Workplaces  Formerly Online and Intranet Manager at several large enterprises and Director at the Intranet Benchmarking Forum  Business computer scientist – speaks language of “both sides”  Author, conference speaker, seminar trainer, …  Partner of the Worldwide Intranet Challenge Intranet & Digital Workplace Advisor 120+ Projects 60+ Clients 0 Vendor Contracts 1 Global Net- work

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