This document presents the Digital Workplace Maturity Model created by ClearBox Consulting. The model assesses digital workplaces across four dimensions: Communication & Information, Structure, Services, and Community & Collaboration. Each dimension has five levels of maturity ranging from Base to Excel. The model uses metaphors like a market, town, city, supermarket and mall to represent different patterns of maturity. The document provides examples and discusses how organizations can use the model to evaluate their current digital workplace and identify strategies to improve in areas that match their business goals.
1. The Digital Workplace
Maturity Model:
Going beyond the intranet
Sam Marshall
sam@clearboxconsulting.co.uk
+44 1244 458746
@sammarshall on twitter
www.clearboxconsulting.co.uk
2. Sam Marshall
Director of ClearBox Consulting
Former global intranet manager
at Unilever
Intranet Benchmarking Forum
Associate
ClearBox Consulting
Intranet & SharePoint
Strategy
Governance
Implementation
Collaboration
www.clearboxconsulting.co.uk
11. Digital workplace
Traditional Intranet
News
RSS
feedsEmployee
self-
service
Advanced Intranet
Collaboration tools
for internal teams
HR Systems
Policies
Corporate
information
Phone book
Internal
social
networks
PC Desktop
Web
Conferencing
E-mail
Telepresence
Twitter
feeds
Instant
messaging
Yammer
External
social
networks
Document
Management
CRM
Collaboration
Tools for
external
partners
Supply chain
management
Source: Intranet Benchmarking Forum 2010 2010
30. Your turn
1. Think of a shopping area you really dislike
2. Write down 2-3 things that make it unpleasant
3. What would the digital workplace equivalent
be?
4. Share with the person next to you
32. Assessing maturity
Assessment depends on extent to which experience is true...
...for all employees
Office
Factory
Sales
Contractors
...for all aspects of the digital workplace
Telephony and video conferencing
Network drives
Mobile devices
Focus on usage not functionality
33. Assessing maturity
Community and collaboration
Base No specific support
No specific collaboration support – email is the main tool.
Incomplete people finder and locally-maintained contact lists.
Low Ad hoc use of collaboration tools
People finder is mostly complete but unreliable, or multiple people systems.
Most collaboration is via email and shared drives.
Tools in use may overlap in functionality or be 'unofficial', e.g. Google
documents set up without IT‟s knowledge.
Mid Wide usage of disconnected tools
Single address book, including some long-term contractors.
Collaboration tools widely used for basic tasks such as document sharing
and messaging, but are not joined up.
Social media tools are in use by some groups but are not widespread or
joined up, (e.g. requiring a separate login for each).
34. Assessing maturity
Community and collaboration
High Online collaboration as a way of working
Comprehensive people directory, including: skills, interests and social networks.
Contractors and partners are included.
Private collaboration spaces are widely used, e.g. by project teams.
Social media spaces widely used for knowledge sharing and collaborating.
Integrated real-time collaboration tools routinely used
Employees are supported in developing skills for adopting these tools.
Excel Seamless collaboration outside and in
There is permeability with the outside; employees routinely collaborate with 3rd
parties though the extranet and other secure environments.
Collaboration tools are fully integrated.
Immersive collaboration environments are commonly used, such as
telepresence or virtual worlds.
36. Communication & Information
Excel - Communication and content owned by all
The majority of employees are both publishers and
consumers
User-generated content covers all media types
All employees understand the different options for
using the digital workplace as a communication tool
All employees are skilled in writing online content
38. Services
High - Services and applications used online by all
There are joined-up processes and workflow
Online workflow is widely used, even for local activities
Excel -Employees adapt applications to needs
Mash-ups are used to help visualise and combine data
from internal and external sources
39.
40. Structure
High – Integrated digital workplace
There is a single profile and login for all services and
social media.
Mobile use of the digital workplace is specifically
designed for and supported.
Kiosk or home access is available to all employees
without office PC access
Excel
The intranet is absorbed into other elements of the
digital workplace
43. Matching to strategy
Business Goals Dimensions Pattern
Innovation City (high community, lower Structure)
„One Company' Mall (high communications, high structure)
Reduce operating costs Super-mall (high structure, high services)
Grow fast City or series of supermarkets
48. Sam Marshall
Director
sam@clearboxconsulting.co.uk
+44 (0)1244 458746
@sammarshall on twitter
www.clearboxconsulting.co.uk
ClearBox Consulting
Talk to us about strategy, governance and implementation:
• Intranets
• SharePoint
• Collaboration
• Digital Workplace
Hinweis der Redaktion
IBF – membership organizationHere to talk about a maturity Model which I developed for the IBF
Today I’m going to talk about how intranets are evolving and present a maturity model to frame the future of intranets in the context of the wider Digital Workplace.Let’s look 5 years ahead. Imagine it’s 2016, you’re at the , 10thIntrateam Event, although March it’s 30 degrees outside due to global warming... What will your intranet look like?
Moving quickly – Yammer, profiles, social networking, wikis. Some even say we can do away with management and let the workers co-ordinate with each other
Future is in our hands – the way we consume what’s on the intranet will be delivered any time, any place
The only good intranets are those that become embedded in business processes. If your intranet goes down, how long before someone complains?e.g. A call centre intranet supports people minute-by-minute
Who thinks I need to learn how to cook burgers?The intranet was a transient thing. We will move to cloud-based computing, communication through external networks and data consumed through other media, just as Facebook and twitter are replacing email in our social lives.Or BBC mission is to “inform, educate and entertain”, no longer just TV but consumed as iPlayer on Wii, Website, RSS, Facebook groups, magazines and games.
Who thinks all of the above?Who didn't vote because you're waiting for me to tell you?
In the report, we think “Nearly all of the above” – we don’t see intranet disappearing, but they will be less visible than before as a distinct ‘site’We also believe our thinking therefore needs to expand to encompass not just the intranet but all of an employee’s workplace technologies: the DIGITAL WORKPLACE
@Advanced’ includes COLLABORATION and services, but tends to be “through” a portal or ‘sister’ site@DW includes all aspects of an employees workspace, it’s not ONE thing but seeing traditional tools like email come together with newer tools like microblogging, advanced video conferencingShould you say “Digital workplace” to your users? Probably not. Like Fight Club, its for us to talk to each other.
Explain each dimensionLevels: Base – High – ExcelMulti-dimensional because digital workplace doesn’t evolve linearly information-services-collaborative-digital dashboard.
In order to think about how the digital workplace has matured, we make an analogy with the evolution of market places
Fleamarkets in Copehagen very famous e.g. Gammel Strand Note:Little structureSeveral stalls sell same thingMay be meat counter next to clothingOpportunist services – pub and Fish & ChipsBut stimulating, sociable
Typical of a mid-size town.Notes: Market mostly replaced by shopsMore orderly infrastructure – street, pedestrianized, litter binsBut shops still random – Jeweller, CD shop, clothingMore services – banks, coffee shopPeople like these smaller towns – scale manageable, but some of the ‘buzz’ of the market lost, more uniform?
Social – entertainment, cinemas, bars – where people interactServices: banks, post offices, civic services like the town hallCommerce: retail, exchangesStructure: town planning, orderliness
Market Square – explain intranet equivalent:Very basic intranet, perhaps begun by single employee that knew some HTML.Lots of stand-alone sites. No overall structure, none look the same. Many duplicate offerings. May be empty stalls.Just as Market square is stripped-down commerce, so these sites focus just on providing basic information, perhaps access to policy documents, some templates, a little news.BUT markets have a social element too – e.g. Getting to know stallholders. There is a community element, it is very bottom-up. Intranet equivalent is that anyone in org may start a site, some may be blog-like or special-interest driven. Some entrepreneurial hosted on Google docs or Facebook groups.
Market Town* Medium-size company where small intranet grown organically, with bolt-ons to make the digital workplace.A little more structureMore social elements – just as a town may have a cinema and bars, a town-like digital workplace may have basic collaboration or a discussion forumMore services too – people go to towns to get things done; so in the town DW we see employee self service – book a room, claim expenses or arrange travelBut all QUITE HARD WORK to do everything – not very cohesive.
City: Perhaps the highest level of organic growth. Here sense of city planning Orderliness in layout – city square, deliberate social spaces‘Civic’ imprint – big town hall to right.
‘City’ version of DW:* Typical of a large or with multiple intranets that may look quite different.Just as city still v much about commerce, its the place to go to get everything, so the DW equivalent would be the comprehensive set of communications and reference informationSimilarly, it’s the place to GET THINGS DONE. So all employees would go online even for pay slips, all HR services and other transactions with the org.Cities too social hubs, so in DW we see rich collaboration: web conferencing, team sites, knowledge sharing.But although some overall plan, still structure is low – probably several loosely connected sites, tools still stand-alone.
So far covered ‘organic’ routesBut what if the design is more planned?
Think back to the original Market,
But now imagine the response to its shortcomings is more about adding structure.Only one place for each product typeYou can get all your purchases done in one placeAt the more mature end, you can even get some services – e.g. Opticians hereNobody would go to an in-store cafe on a first date... I learned that the hard way
Supermarket: This Is Typical Traditional Intranet* Very heavy focus on delivery of informationSingle, coherent site structureBut light on servicesWho goes to Supermarkets to socialise? Take someone to in-store cafe on a first date then it’s likely to be the last date too... So I’ve learned now....Similarly, in this pattern the DW has virtually no collaborative elements
Final Step: the MallVery large supermarkets start to get add-on stores – perhaps on the same retail park.The progression from this can be seen as the mall, or out of town retail parkVery structured overall – you wouldn’t get a butcher next to a clothing store, for example. Lots of services – even some drop-in health centres and post offices that re-locate to out of town, FOOD COURTBUT very sterile, no room for innovation. Farmer’s markets or craft stalls – full circle to compensate.
So the DW pattern would typically be a Corporate portal approachHigh on structure – expect to see uniform branding, consistent navigation throughoutSingle repository of informationA fair number of services, but perhaps harder to integrate so some left outside e.g. If travel booking is outsourcedSome malls focus on social too, but perhaps there’s a sense that the interaction is a little synthetic, not spontaneous, a bit corporate rather than people-driven. More document management than facebook and twitter.
Think of a shopping area you really dislike1. My local KwikiMartWhat is it that makes it unpleasant2. Feels cramped and I can’t find anythingWhat would the digital workplace equivalent be? 3. Very busy portal with crowded pages & too many tools
Things can go wrong – for example, the out of town retail park that has a hot dog stand because no thought given to anything other than retail needs. Becomes barren after 5pm, just as an info-only intranet can become soulless.
Rate your own intranet as we go through.
ASK: Show hands, where were you?
Flip cameras
There are joined-up processes and workflow (e.g. a new employee process in HR triggers IT processes for user accounts.)Mash-ups are used to help visualise and combine data from internal and external sources (e.g. map overlays, semantic web).Online workflow is widely used, even for local activities (e.g. departments define workflows for common team tasks).
Twitter apps
Sometimes there is a ‘right’ level of maturity, just as quaint villages don’t benefit from a big out of town shopping centre, so a small organization may not need cutting-edge collaboration.Or a big out of town Mall can kill a local high street.You can overshoot. Just hypothetically, imagine you’re a bank. High on structure, well-regulated, safe, steady. Then one day someone decides it would be good to become really innovative with, oh I don’t know, mortgage applications and wrappers for financial products. Well you know... I’m not saying there’s any link with this picture, but METAPHORICALLY you can see my point.
Your digital workplace needs to fit the priorities of your organization, just like an athlete needs to use the right training programme. marathon runnera javelin thrower.
You can have a strategy to have different pattern in one part of org
You can view now and desired
If you take all the elements:Social, collaboration, integration into how people work, access from anywhere, then yes there is a future, and its called the Digital Workplace.But the ‘intranet’ as a disctinct entity is fading, much as the BBC is not just broadcaster, but fulfils its mission across a whole range of approaches.