Digital Workplace Trends 2012

1. 2012 Digital Workplace Trends: Learning from the Leaders Jane McConnell NetStrategy/JMC

2. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance 14 years of intranet consulting Direct, hands-on clients: United Nations – Secretariat (NY) UNAIDS (Geneva) Department of Peacekeeping (NY) UN High Commissioner for Refugees (Geneva) Intl. Federation Red Cross (Geneva) - - - - - - - - - Amadeus (Madrid) EDP (Portuguese Electricity Co.) Nokia (Helsinki) ArcelorMittal (Luxembourg) Ericsson (Stockholm) Novartis (Basel) AGF (Paris) Essilor (Paris) Océ (Holland) Areva T&D (Paris) Gemalto (France) OMV-Petrom (Vienna) Arup (London) GDF Suez (Paris) Pernod-Ricard (Paris) Alcatel-Lucent (Paris) Georgia-Paciﬁc Europe (UK, France) RATP (Paris) Alstom Group (Paris, Switzerland) GlaxoSmithKline (Belgium) SNCF (Paris) Bayer (France) IKEA (Sweden) Suez Environnement (Paris) Boehringer Ingelheim (Germany) Lagardère (Paris) Telenor (Oslo) E.D.F. (Paris, French Electricity Co.) Neopost Industries (Paris) Total (Paris) UPM (Helsinki)

3. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance 6 years of research "The deﬁnitive source of data on how Intranets Annual report since 2006 are evolving in enterprises.” Tony Byrne, Analyst,The Real Story Group “Unique in the industry; true insight and perspective.” Paul Miller, CEO of the global Intranet Benchmarking Forum "Jane McConnell is the undisputed thought-leader on global intranets today.” James Robertson, Designing Intranets: creating sites that work"

4. 4 456 par(cipa(ng organiza(ons Size of workforce Over 50,000 80 (18%) Under 1,000 72 (16%) worldwide From 1 to 5,000 From 30 to 50,000 48 (11%) 51 (11%) Organization: headquarters location From 15 to 30,000 75 (17%) From 5 to 15,000 128 (28%) Central/South America 2 (0%) Africa 2 (0%) Asia Pacific n = 454 Q13.1 80 (18%) Online survey, over 100 ques(ons and Europe over 800 data points. 229 (51%) North America 133 (30%) Includes open ques(ons where ﬁrsthand experiences are shared. n = 456 Q4.5 Data collected in Q3 2011. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

5. What are we talking about?

6. What are we talking about? Intranet Social intranet Enterprise 2.0 Digital Workplace Intranet 2.0

7. 6 Scope of the survey Structured collaboration 1 2 3 Managed Social collaboration content & applications + the mobile dimension January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

8. structured collaboration social collaboration 1st shift Productivity & efficiency 2nd shift Project collaboration Transparency Defined organization Networked collaboration Self-organization October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

9. structured collaboration social collaboration 1st shift Productivity & efficiency 2nd shift Project collaboration Transparency Defined organization Networked collaboration Self-organization Intranet... Intranet 2.0... Digital Workplace... Social intranet... Enterprise 2.0... October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

10. 8 The Leadership Class One or more of the following criteria: 1 A Digital Board: strategic decision-making body for all digital channels: internal and external 2 Internal social collaboration: well-established in all or parts of the organization 3 Intranet or digital workplace: the way of working for the organization January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

11. 9 Elite leadership class Only 6 organizations said “YES” to all three criteria •Postal services public entity, Europe, (> 50 k employees) •A state-owned bank, Europe (> 30k employees) •USA division of global professional services company (global company > 100k employees) •Global engineering and project management consultancy, HQ in Europe (> 25k employees) •An airline, one of the big global transport players, HQ in Europe •Technology company, Russia (> 3k employees) January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

12. 10 10 key findings October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

13. 11 1. Social collaboration experimentation is continuing, but enterprise-wide deployment has not increased over the last 12 months. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

14. 12 “Enterprise wide”, “limited deployment” Social & and “pilots” combined collaborative Wikis 65 % Blogs 65 % Commenting 50 % Social networking 40 % Micro-blogging 35 % “Enterprise wide” only Blogs 20 % Survey average 456 organiza5ons Wikis 15 % Commenting 15 % Social networking 10 % & micro-blogging October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

15. 13 Social & Blogs 80 % “Enterprise wide”, “limited deployment” collaborative Wikis 75 % and “pilots” combined leadership Commenting 65 % class Social networking 50 % Micro-blogging 40 % “Enterprise wide” only Blogs 35 % Wikis 30 % Commenting 25% Social networking 20 % Leadership class 171 out of 456 organiza5ons Micro-blogging 15 % October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

16. 14 Social & collaborative “Enterprise wide”, “limited deployment” and “pilots” combined Increased in last 12 months Stagnation? “Enterprise wide” only Same as 1 year ago October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

17. 15 No, change facilitation. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

18. 15 No, change facilitation. - Self-service materials - Awareness, behavior, cultural training - Mechanisms for sharing practices - Individual coaching - Events, roadshows, cafés - Formal classroom training October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

19. 15 No, change facilitation. - Self-service materials Leaders 15 % pts higher for awareness and sharing - Awareness, behavior, cultural training - Mechanisms for sharing practices - Individual coaching - Events, roadshows, cafés - Formal classroom training October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

20. 16 2. Benefits observed from social and collaborative initiatives remain anecdotal and qualitative. - The most commonly observed are “knowledge-sharing”, and “engaged, better informed employees”. - The least common are “faster time to market”, “cost reduction” and “reduced time for training”. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

21. 17 3. Strong concerns remain about information quality and security, and the business value of social collaboration. New concerns emerge as organizations gain experience: - re-creation of organizational silos on new social platforms, - digital native versus digital migrant cultures, - language issues in multi-language global companies. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

22. 18 4. Half the 456 participating organizations intend to increase their investment in social collaborative initiatives in 2012. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

23. 19 5. “Findability” of information, one of the toughest challenges today for intranets and digital workplaces, is far from solved. - 40 percent of the leadership class and 50 percent of the other organizations are dissatisfied with their search configuration and results. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

24. Leadership class 60 Search % The others 47 “sa t is % f ie “s d” at is Leaders integrate the social dimension... fi ed ” • Let people add own tags 34 % 22 % • Include user-generated content in search results 50 % 30 % They reach out to the enterprise... • Run search usability tests 43 % 31 % • Involve business managers to deﬁne needs 45 % 33 % “Digital Workplace Trends 2012” by NetJMC

25. Leadership class 60 Search % The others 47 “sa t is % f ie “s d” at is Leaders integrate the social dimension... fi ed ” • Let people add own tags 34 % 22 % • Include user-generated content in search results 50 % 30 % They reach out to the enterprise... • Run search usability tests 43 % 31 % • Involve business managers to deﬁne needs 45 % 33 % However, they do not... • Analyze search logs more often. • Allocate signiﬁcantly more resources to search. “Digital Workplace Trends 2012” by NetJMC

26. 21 6. An increasing number of organizations are using the intranet or digital workplace to support customer- facing staff. - Examples include access to real-time information and experts in order to make customer service faster and more efficient. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

27. 22 7. Mobile services for the workforce were not a high priority in 2011. However, indications from leadership class organizations suggest mobile may become more important in 2012. - 14 percent have already made “significant investment” and another 36 percent have made “some investment”. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

28. 23 50 % Interest in mobile services for workforce 14% High priority and significant investment already made 3% 33 % 36% Considered important, some 30% investment made 35% Moderate level of interest, 44% no investment yet 15% Little or no interest at present 22% Leaders Others Q28 ©2011 NetStrategy/JMC October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

29. Mobile Information & Services 24 15% Business intelligence 9% Connecting 24% Collaborative tools 19% people 1 35% Corporate news 27% 15% CRM/Customer management 14% 12% HR services 12% 11% Logistical (booking, schedules, etc.) 12% 15% Product information 15% 3 Project information 13% 12% 24% Social media tools 17% Staff directories 21% 36% 2 10% Training material 6% % = “Implemented” or “piloting” Leaders Others Q31 ©2011 NetStrategy/JMC October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

30. 25 “Mobile will be a game-changer in how we communicate with employees and how they perform their job duties. I’m not sure that an intranet even exists in a fully mobile workplace.” Participant in the “Digital Workplace Trends 2012” survey October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

31. 26 8. Business has not yet taken the lead on defining mobile strategies, which are primarily defined by IT departments. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

32. 27 9. Governance is not yet embedded in the way people work. High priorities for 2012 include defining: - decision-making procedures, - roles and responsibilities, - policies and guidelines for managed and user-generated content. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

33. 28 Roles, responsibili(es, repor(ng Policies & guidelines for “managed” content Work in progress October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

34. 29 Policies & guidelines for “user-‐generated” content Content ﬂow between collabora(ve and managed spaces Work in progress October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

35. 30 10. The major evolution in governance is the emergence of the “digital board“, a body responsible for high-level, strategic decision-making for both internal and external channels. - 17 percent of the 456 organizations have a fully functioning digital board and business functions play a large role as members of this board. January 2012 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

36. Intranet aspirations & innovations October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

37. 32 Scenario Super Search Relevance & Control Scenario People Centric Actionable & Real-Time Scenario My Apps Getting Work Done Scenario Smart Systems Relevant User Experience October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

38. Anything, anywhere October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

39. Four future scenarios 34 Super Search 70 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

40. Scenario Super Search - Relevance & Control People can easily search across structured and unstructured information from different sources and applications. Semantic search, faceted search, search-driven menus and decision engines (using input from the user) give people greater relevance and control over vast amounts of information from inside and outside the enterprise. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

41. Example of “Super Search” A Canadian law firm designed a “super search” for legal precedents: (the heart of their research) - faceted (like e-commerce), - autofill search, - thumbnails of key info, - commenting with instant display, - "locator chip" to find child documents. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

42. Me October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

43. Four future scenarios 38 Super Search 70 % People-Centric 65 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

44. Scenario People Centric - Actionable & Real-Time Content-centric intranets have become people- centric. Social networking, social tagging, location awareness and other technologies come together in a people-centric intranet. Presence indicators are integrated into business processes. Teams can be formed and experts consulted, easily and quickly. People can connect to each other in actionable ways based on expertise, location and availability. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

45. Example of “People-Centric” Lundbeck, global pharmaceutical company (brain disorders), HQ Denmark (6k employees) used a LinkedIn connector to SharePoint. Employees keep their LinkedIn profile and intranet presence synchronized. This has exposed existing rich data and facilitates finding subject matter experts at very little cost. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

46. Now October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

47. Four future scenarios 42 Super Search 70 % People-Centric 65 % My Apps 45 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

48. Scenario My Apps - Getting Work Done The intranet has evolved into a set of highly customized apps. People select what they need to do their jobs and build their own "intranet". They can even define their own mashups by combining information from different sources into personal apps that can be shared with others. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

49. Example of “My Apps” Not many examples of “app stores”, but quite a few examples of “apps”. A large global company (>65k employees) built a mobile app for management to support their annual meetings. Paper-less meeting. Rich profiles. No access for assistants to “force” managers to use the app. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

50. Smart October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

51. Four future scenarios 46 Super Search 70 % People-Centric 65 % My Apps 45 % Smart Systems 40 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

52. Scenario Smart Systems - Relevant User Experience Smart systems make the user experience highly relevant. They take past behavior and context into account and deliver information in meaningful ways. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

53. Example of “Smart System” CRS (Australia government agency for disability insurance) A “just in time” content strategy based on meta data and integrated applications. The system produces links to supporting content when users are completing tasks. It knows when the person needs to read a new policy document and offers the link at the relevant time. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

54. Four future scenarios 49 “Well on our way” or “started implementation” by leadership class Super Search 70 % 20 % People-Centric 65 % 30 % My Apps 45 % 20 % Smart Systems 40 % 10 % “Potentially of high value” : all organizations surveyed October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

55. 50 “In 3 to 5 years time, many places will be well on their way to these scenarios, and we may still be in the “thinking & planning” stages. The best and brightest people will want to work at those other places. Not here. That is my biggest concern, personally.” Participant in the “Digital Workplace Trends 2012” survey October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

56. 51 Underlying enablers: 1. Holistic view: the big picture, a cross-organizational framework 2. Emphasis on people and a fairly strong degree of user control 3. Governance embedded in processes and systems October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

57. 52 1. A holistic view • Agreement on the big picture • A high-level steering body for coordinating strategic decisions. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

58. 53 2. Emphasis on people • Enabling people to work, collaborate, create, share, discover, connect... • Taking the intranet to where people are. October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

59. 54 3. Governance embedded in processes and systems • Making it part of “business as usual” October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

60. 55 Underlying enablers: 1. Holistic view 2. People 3. Governance October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

61. 55 Underlying enablers: -‐ Agreed mission statement 1. Holistic view -‐ Agreed overall “landscape” of sites, services -‐ Home page strategy -‐ Common naviga(on bar or banner 2. People 3. Governance October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

62. 55 Underlying enablers: -‐ Agreed mission statement 1. Holistic view -‐ Agreed overall “landscape” of sites, services -‐ Home page strategy -‐ Common naviga(on bar or banner 2. People -‐ Staﬀ directory with rich user proﬁles -‐ PorVolio of tools & features that enable people to create, collaborate, connect 3. Governance October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

63. 55 Underlying enablers: -‐ Agreed mission statement 1. Holistic view -‐ Agreed overall “landscape” of sites, services -‐ Home page strategy -‐ Common naviga(on bar or banner 2. People -‐ Staﬀ directory with rich user proﬁles -‐ PorVolio of tools & features that enable people to create, collaborate, connect 3. Governance Agreements on: -‐ Decision-‐making and scopes -‐ Fundamental rules and guidelines -‐ Change facilita(on strategy October 2011 digital-workplace-trends.com netjmc.com/blog twitter: @netjmc

64. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance Get in touch if you think a customized executive briefing would... • help bring your senior management onboard • inspire your global intranet team http://www.digital-workplace-trends.com/about-the-author/executive-briefings http://www.digital-workplace-trends.com/contact

65. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance ..or if you think a facilitated workshop would... • bring your different players on to the same page • help you advance your vision of the people-centric digital workplace http://www.digital-workplace-trends.com/about-the-author/executive-briefings http://www.digital-workplace-trends.com/contact

66. Jane McConnell Intranets & Digital Workplaces - Strategy & Governance www.netjmc.com/blog www.digital-workplace-trends.com twitter @netjmc jane@netjmc.com cell +33 (0)6 12 03 66 34 (in France) LinkedIn group “NetJMC&Co” with 700 practitioners (no agencies or solution providers)

Digital Workplace Trends 2012

Digital Workplace Trends 2012

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Digital Workplace Trends 2012