Intranet to Digital Workplace – Where are we? Analysis of 50 Task Identification polls 16 th April 2014 Copyright © Customer Carewords Ltd
Dec 17, 2015
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
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/
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