Intranet to Digital Workplace – Where are we? Analysis of 50 Task Identification polls 16 th 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 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- Improvement Innovation Agility Source: The Digital Workplace by InfocentricResearch

What's Holding Back Your Intranet? Forrester's Web Site Review For Intranets Exposes Barriers To Use And Adoption “93% of all employees use an intranet at least weekly, however, … mostly … for basic functions such as company directory, benefits information, and payroll.”

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

Top Task Classes

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>Taxi Authorization Inconsistent Metadata Travel>Book a Taxi I need to Book a Taxi Policies & Procedures>Travel >Taxi Authorization

Aaron Cole License

NewsTask New Model LaunchProduct

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

IntranetDigital workplace Classification by organisation unit, system or tool Classification by task Every tool / system different designSeamless experience Launch and leaveContinuous improvement Collaborate within workgroupsCollaborate across silos Buy new systems – ignore usabilityUsability at the centre Top down communicationsNews you can use Poor metadataConsistent joined up across silos metadata Distributed publishing – lots of people publishing Small professional teams