Intranet to Digital Workplace – Where are we?

Analysis of 50 Task Identification polls

16th April 2014

Copyright © Customer Carewords Ltd

Why has the Intranet failed to achieve its full potential?

It’s a file server – a place to store stuff, old content never reviewed or removed

A propaganda tool – a place where management tell staff how good things are

Organisation centric architecture – badly designed navigation, horrible search

Lack of resources and very little management

Why do we need a new approach?

Increasing recognition from management that quality, fast information is a competitive advantage

Innovation increasingly comes from collaboration across organisation silos and with third parties

Web technologies allow for greater integration of systems

Hidden cost $14k per

employee/year?

25% time loss due to

overload

More than half of

information needed not searchable

http://www.flickr.com/photos/simon_aughton/

Searching takes up to 2 hours

per day? 70% of customer

agents lack information?

1 in 2 lacks cross-

organizational information

1 in 2 managers overloaded

with information

63% make critical

decisions w/o being informed

Source: The Digital Workplace by InfocentricResearch

Learning organisation

Ability to Change

Process-Improvemen

t

http://www.flickr.com/photos/simon_aughton/

Innovation Agility

Source: The Digital Workplace by InfocentricResearch

http://www.flickr.com/photos/simon_aughton/

What's Holding Back Your Intranet?Forrester's Web Site Review For Intranets Exposes Barriers To Use And Adoptionhttp://www.forrester.com/Whats+Holding+Back+Your+Intranet/fulltext/-/E-RES55142?isTurnHighlighting=false

“93% of all employees use an intranet at least weekly, however, … mostly … for basic functions such as company directory, benefits information, and payroll.”

http://www.flickr.com/photos/simon_aughton/

The digital workplace is about creating a seamless employee experience that helps people quickly, easily and effectively do their jobs.

• Disparate systems• Poor management of information -

launch and leave culture• Poor usability• Silo culture

Background 49,000 employees voted on their Top

Tasks 55 Organisations (UK, Sweden, Norway,

Denmark, Belgium, Holland, US, Canada)

Method Take the Top Tasks from each poll (top

75%) Put each task into a class

Top Task Classes 2006 - 2014

Top Task Classes 2006 - 2010

NOT FLAT

What the procedure for authorising

travel by taxis?

Policies and guidelines need to be available at the TASK

Oh..I might need to check how to authorise that

I need to Book a

Taxi

Policies & Procedures>Travel>T

axi Authorization

Inconsistent Metadata

Travel>Book a Taxi

I need to Book a

Taxi

Policies & Procedures>Trave

l>Taxi Authorization

Aaron Cole https://www.flickr.com/photos/awcole72/ License https://creativecommons.org/licenses/by-nc-sa/2.0/

News Task

New Model Launch Product

My Work

13%

What does the data tell us about where we are on the journey towards the Digital Workplace?

My Work 33%Tools & systems

Intranet Digital workplace

Classification by organisation unit, system or tool

Classification by task

Every tool / system different design Seamless experience

Launch and leave Continuous improvement

Collaborate within workgroups Collaborate across silos

Buy new systems – ignore usability Usability at the centre

Top down communications News you can use

Poor metadata Consistent joined up across silos metadata

Distributed publishing – lots of people publishing

Small professional teams