Getting to know you: the psychology of information management
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Getting to know you: the psychology of information management
- 1. Getting to know you: the psychology of information management creating a positive, relevant and sustainable Information Governance culture IRMS Scotland Tues 24th July 2018 Heather Jack HJBS Ltd @akaIRMbigyin #irmsscot Unlocking the value of your information The Dodo Digital Obsolescence Destroys Opportunity
- 2. This Photo by Unknown Author is licensed under CC BY-NC-ND 1980s and 1990s Information Technology: the magic wand It does what it says on the tin
- 3. information TECHNOLOGY • the reality
- 4. Technology the dream Short-termism & instant gratification Digital was easy…. too easy Digital literacy: YE WHIT???? The ostrich syndrome Governance & Creativity: mutually exclusive 21st century tools 20th century mindsets Regulators and policy makers in the same boat Information & communication Technology Where did it all go wrong? Hindsight is a wonderful thing
- 5. And has anything changed? This Photo by Unknown Author is licensed under CC BY-NC
- 7. Mark Diamond, MER conference 2018 S28. KEYNOTE: THEY ARE PUTTING THEIR FILES WHERE? INFORMATION GOVERNANCE IN A WORLD OF DISRUPTIVE TECHNOLOGY
- 8. • Freedom of information • Public Records Scotland Act • Property rationalisation • Impact of recession • Bad things happening – Fire – Flood – Failed litigation • Digital transformation • GDPR Getting initial buy-in in the 21st century digital world ………… actually not so hard!
- 9. • Freedom of information • Public Records Scotland Act • Property rationalisation • Impact of recession • Bad things happening – fire – flood – failed litigation • GDPR Short termist, reactive, tick-box approach getting buy-in is easy, keeping that buy-in … not so much Digital transformation
- 10. The AC+erm Project – Accelerating positive change in electronic records management’ 2007-2010 Key “people” findings • people issues are predominant, fundamental and challenging as they concern culture, philosophical attitudes, awareness of RM and ERM issues, preferences, knowledge & skills Lack of insight • there are few published in-depth critical case studies of success or failure, or post-implementation evaluation
- 11. AIIM: The state of Intelligent Information Management 2017/18 1. Every organization is on — or should be on — a Digital Transformation journey. The heart of this Transformation journey is understanding, anticipating, and redefining internal and external customer experiences. 2. Digital Transformation effectiveness is imperilled by a rising tide of information chaos and confusion “Our technology and business divisions have poor communication, leading to repeated failures in new initiatives. Things have stayed the same over the last few years and we keep working in this never ending cycle.”
- 12. The missing ingredient: ignore the people at your peril ! The shelves are perfect … do we really need to let the users in?
- 13. Information Personalities • Claire Chaotic • Colin Clear-out • Sarah Squirrel • Tommy Top-secret • Fred Free-for-all • Oliver Organised
- 14. Change … and when presented with change they will adopt an information change attitude ….
- 15. Information Change Attitudes Individuals • Bertha Bored-out-of-her-head • Ivan Irrelevant • Scarlet Awfy-scared* • Cyd Cynical • Edward Enthusiastic Teams • We’re special and different • We’re too busy*Awfy = awfully
- 16. The Puffin Preservation Underpins Freedoms Finance Integrity & Novaturientation desiring or seeking powerful change in one's life, behaviour, or situation - sorry “N” was a
- 17. Talk overview Strategies and tactics for creating a positive, relevant and sustainable IG culture What, why, how
- 18. Organisational needs • Support longer term needs • Management and control – current – complete – trustworthy – sustainable – secure Individual/Team needs • Support immediate working • Filed, found & used – quickly – easily – when needed – regardless of its or worker’s location – …even if they don’t know it exists! Good information governance is a balancing act! Holistic approach
- 19. Information Governance Framework – Holistic policy, rules, tools, controls – Dictated by organisational and stakeholder needs – Mainstreamed in business processes – Enabled by technology – Embedded in corporate governance • Embraced by organisational culture What are we trying to achieve? Information Governance Framework Governance structures & resourcing Policy, strategy & priorities Rules, tools & controls Change, risk and performance Engagement education & support
- 21. Information risks & impacts Risk to asset • Not created • Can’t file • Can’t find • Can’t open • Can’t work with • Can’t share • Can’t trust • Not protected Risk to organisation – so what! • Financial • Operational • Legal • Compliance • Reputational
- 22. Putting a value on information • Realistic measure of Information Value – lack of cost benefit baseline measures for IM?? • Societal/human value • Economic value - infonomics – Getting info assets on the balance sheet – Cost (loss) of poor IM – Value (profit) of good IM • Historic and cultural value
- 23. Gaining and keeping buy in • Baseline and benchmark – Measure and celebrate your failures – the only way is up • Re-measure and celebrate your improvements – Or if its oops – actually things are worse – be flexible and change – Project orienteering This Photo by Unknown Author is licensed under CC BY
- 24. Before • Current total volume on X drive/ERM system – equivalent of 10,000 x 4 drawer filing cabinets – equivalent of paper from 70,000 trees – 50 – 70% content held in uncontrolled network drives is ROT After • New volume on X drive/ERM system – equivalent of 3000 x 4 drawer filing cabinets – equivalent of paper from 15,000 trees – 10% content held in controlled network drives is ROT – still room for improvement Quantitative
- 25. Practice and issues survey • Enables you to quantify the “soft stuff” – Baselines – Set targets for improvement • Helps people turn on their own lightbulbs Qualitative
- 26. Q7. What kinds of information systems and records management training and support have you received during your time with the organisation? Procedures and guidance Internal training External training I work it out for myself I ask others to help me Using "desktop" applications e.g. MS Word, Excel, Power point, Outlook 8% 29% 37% 69% 29% Using corporate and "line of business" systems e.g. case management, finance, HR 20% 10% 1% 43% 29% Using scanners, printers and photocopiers 6% 5% 0% 87% 32% Using business desktop computers, laptops, tablets and smartphones 10% 10% 3% 81% 30% How and where to create and store electronic documents 13% 5% 6% 80% 37% What records you should create to provide evidence of your actions and decisions 23% 7% 5% 60% 36% Using search tools and viewing options on network shared drives and the intranet 11% 5% 4% 78% 30%
- 27. Deferred gratification: stay the course • Policies – show that you mean it – Implement, monitor and take action • Actually translate corporate into local – Interpretation of corporate retention rule at local level • Business as usual – not just a bullet point, just business • Re-measure those baselines – revisit compelling stories – Including “soft” improvement – how have users/patients lives improved???
- 28. Training & Support • SPEND TO SAVE • Role-based • Humour • Floor walking • Trainers who are users • At the right time • Agree targets to measure success of training • Follow up training • Power-users
- 29. Trust • Listen • Manage expectations • Communicate • Empathise • Negotiate • Local champions
- 30. User engagement: what’s in it for me? That’ll save us time That’ll improve service quality/my life That’s pretty scary – I’ll do it! That’ll save us money That’ll make the Regulator happy I’m inspired - I’ll do it!
- 31. Make ‘em laugh
- 32. …… & most important of all ……….. http://headrush.typepad.com/creating_passionate_users/2 006/09/motivating_othe.html Why are we doing this???? …….
- 33. Make ‘em cry and care Find the compelling story
- 34. Getting to know you: the psychology of information management creating a positive, relevant and sustainable Information Governance culture Heather Jack, HJBS Limited heather@hjbs.com www.hjbs.com @akaIRMbigyin Thanks for listening …. Transforming Information Generates Empowering Renaissance Jasper, the tiger