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Towards a digital workplace
Agenda"
"
Today - challenges and opportunities"
"
Defining tomorrow"
"
Trends, tendencies and examples"
"
What’s right for us? "
How do we get there and how do we measure success?"
"
Discussion throughout!"
"
Intranet
Digital Workplace
Collaboration
Digital Strategy
Love great coffee!
-And know how 
to roast beans!
Cycle a lot
J. Boye since 2008
15 years in London
-Set up J. Boye UK
Live in Copenhagen
Moderate J. Boye
groups in Denmark 
& the UK
BA in European 
Cultural studies 
and Theatre
Postgrad in 
Arts Management 
& Cultural Policy
Decent juggler
Online Marketing
Have great 
colleagues
You…
What’s it for?
Intranet 1.0
Headaches
Towards a digital workplace philadelphia 13
Towards a digital workplace philadelphia 13
Towards a digital workplace philadelphia 13
How would your boss describe the
intranet and its role?
Intranet Dilemma"
“The intranet is ideal for tasks of
low complexity "
and high frequency."
"
Management deal with tasks of
high complexity and low
frequency”  "
	
  
“An intranet is a process!
Not a project”!
"
"
Jane McConnell"
Intranet strategy & digital workplace
expert
The digital workplace"
"
“The digital workplace requires a holistic
understanding of what people need in
order to work, "
and the ability to bring it together in a way
that reaches across and beyond the
organization itself”
Jane McConnell
Organizational demands
People
•  Internet native
•  Mobile and social
•  Technology savvy
•  Expect flexibility from their
employer
•  Current employees?
Technology
•  The firewall
breaking down

•  Cloud services
change the game
Challenges or opportunities?
Governance..? 
Who owns the intranet
Social & collaboration
Mobile
Social & collaboration
Source:	
  Digital	
  Workplace	
  Trends	
  2012,	
  Jane	
  McConnell,	
  h;p://netjmc.com	
  
	
  
	
  
Objective:

Use crowdsourcing to
sharpen and activate their
new vision and mission
Objective:

Identify growth
opportunities
through online
idea generation,
specifically in R&D 
	
  
ü  Objective was clear"
"
Project was anchored in one place"
"
Clearly defined focus area "
"
Clearly defined success criteria"
"
Clearly defined processes for use and follow up"
"
Full backing from management"
"
Matched the culture
Trends: Social & collaboration
•  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”.

Quote and inspiration: Jane McConnell http://netjmc.com
Trends: Social & collaboration
•  Strong concerns remain about
information quality and security, as
well as around the business value of
social collaboration
•  New concerns emerge as
organisations gain experience: re-
creation of organisational silos on
new social platforms, digital native
culture, and language

Quote and inspiration: Jane McConnell http://netjmc.com
Mobile
We work in
different places at
different times
Working from home	
  
About designing sites, services and tools, 
not for a a mobile phone, but for 
people who are mobile
Objective:

-Make it easier
to familiarize
employee with
regional office,
even if only
there for a day,
and thus
become more
productive
	
  
Lessons	
  learned	
  
•  Security	
  
•  Physical	
  surroundings	
  
•  Knowledge	
  transfer	
  
Objective: 

-Print to online 
-Reduce paper
-News updates faster
	
  
ü  Again: Objective was clear"
"
Project was anchored in one place"
"
Clearly defined focus area "
"
Clearly defined success criteria"
"
Clearly defined processes for use and follow up"
"
Full backing from management"
"
Here: Didn’t match the culture, but intensive
communication campaign
Trends: Mobile
•  Jane McConnell: In 2011, only seven percent of
organisations considered mobile a high priority. 
•  J. Boye: This is changing rapidly – Now
impossible to ignore
•  Jane McConnell: IT leads over business for
defining mobile strategies
•  Jane McConnell: Top mobile services are
designed to connect people

Factual data: Jane McConnell http://netjmc.com
Break…
 	
  
“Don’t just think about execution; !
take a step back and consider
how you will enable the team”!
!
"
Digital manager & J. Boye member "
University College London	
  
Strategy
Do you have one?
Is it useful?
No strategy	
  
	
  
Long strategy	
  
	
  
	
  
	
  
Unclear
strategy	
  
	
  	
  
	
  
	
  
A good strategy defines long term goals
and ambitions. It should:"
 "
- 
Be aligned with and support the overall

business objectives of your organization"
 "
- 
Point ahead: Where do you want to go

and why? "
 "
- 
Include top level priorities: "

What do we focus on now, later and not at

all? "
 "
- 
Include clear success criteria"
 
It should also:"
"
- 
Be written in a style that can be

clearly understood  "
"
- 
Be realistic "
	
  
	
  
Warning: "
"
Don’t copy another organization’s
strategy "
"
– however successful!"
	
  	
  
	
  
	
  
 	
  
	
  
	
  
An effective intranet strategy 
requires insight into 
all business areas
Roadmap
Step 1: How can the intranet help
achieve business objectives?
Business	
  objec,ve	
   The	
  intranet’s	
  role	
  
Strengthen	
  the	
  culture	
  of	
  the	
  
organiza,on:	
  “One	
  company,	
  one	
  
mission”	
  etc.	
  
•  Intranet	
  as	
  pla9orm	
  for	
  
communica;ng	
  the	
  message	
  
•  Single	
  intranet	
  for	
  all	
  subsidiaries,	
  
newly	
  acquired	
  companies,	
  ...	
  
Expand	
  through	
  acquisi,on	
  
•  User-­‐friendly	
  intranet	
  will	
  minimize	
  
;me	
  required	
  for	
  new	
  staff	
  to	
  get	
  
fully	
  opera;onal	
   	
  	
  
Growth	
  through	
  product	
  innova,on	
  
Social	
  intranet	
  that	
  supports	
  
•  Idea	
  genera;on	
  
•  Cross-­‐silo	
  collabora;on	
  and	
  project	
  
teams	
  
Cost	
  control	
  /	
  efficiency	
   •  Self	
  service	
  applica;ons	
  	
   	
  	
  
…others?	
  
Step 2: Who are our stakeholders and
what do they expect from the intranet?
Stakeholder	
   Expecta,on	
  
CEO	
  
-­‐  Promote	
  ‘one	
  company’	
  
-­‐  Pla9orm	
  for	
  major	
  announcements	
  
Human	
  Resources	
  
-­‐  Pla9orm	
  for	
  employee	
  self-­‐service	
  
-­‐  Intranet	
  to	
  support	
  flexible	
  working	
  
hours,	
  work-­‐life	
  balance	
  program,	
  …	
  
Sales	
  teams	
  
Access	
  to	
  customer	
  data	
  at	
  any	
  ;me	
  (at	
  
airport,	
  during	
  client	
  mee;ng,	
  …)	
  
Internal	
  communica,ons	
  department	
  
Intranet	
  to	
  promote	
  single	
  corporate	
  
iden;ty	
  
IT	
  
Avoid	
  prolifera;on	
  of	
  pla9orms;	
  keep	
  
the	
  intranet	
  infrastructure	
  manageable	
  
and	
  secure	
  
...Others?	
  
Step 3: Prioritize and plan actions –
and you have a roadmap!
Put	
  proper	
  
	
  governance	
  
model	
  in	
  place	
  	
  
Why?	
   -­‐  Current	
  
governance	
  
structure	
  is	
  
unclear	
  
-­‐  Many	
  
ini;a;ves	
  are	
  
started	
  
without	
  follow	
  
up	
  
Agree	
  on	
  	
  
intranet	
  	
  
strategy	
  
-­‐  Current	
  
strategy	
  has	
  
no	
  clear	
  
direc;on	
  
-­‐  Different	
  
departments	
  
have	
  different	
  
views	
  on	
  
priori;es	
  
Integrate	
  new	
  tools	
  
	
  	
  	
  and	
  implement	
  
BeTer	
  search	
  
Introduce	
  
XXX	
  
...	
  ...	
  
KPIs
Good KPIs – SMART"
"
Specific"
Know what it is you are measuring"
What is the metric, what does it indicate?"
Measurable"
When planning, can you track it? Is it reliable?"
Actionable"
Make a plan for what to do if the KPI fails"
Realistic"
Do you have the resources? Is it realistic?"
Timely"
What is the measurement frequency?
Good areas to measure:"
"
News"
"
Content"
"
Collaboration"
"
Applications
KPIs: 
Applications"
"
Monitor:"
Use: 
 
How much is it used?"
Success: 
How effectively is it used"
Errors: 
Does it work?"

Production related KPIs
•  Errors – downtime –
crashes?
•  Failures: how many do
not get their purpose
fulfilled?
End-user related KPIs
•  Availability: is the app
accessible?
•  Is it performing?
•  Use: is the flow
completed?
KPIs: 
Collaboration"
"
Monitor: "
Organisational buy-in"
Dead content"
Permissions"

Production related KPIs
•  Permissions: failed
attempts
•  Dead content: storage
of irrelevant cotent
End-user related KPIs
•  Penetration: is it
accessible?
•  Use: is the flow
completed?
•  Are “the right people”
using it?
Your role has evolved"
Important skills now?
Project management"
Business analysis"
Communication"
Change management"
Implementation skills"
Diplomacy"
Psychology"
Lobbying"
Negotiation	
  
Flexibility "
Community managerment"
Facilitation"
Architectural skills"
Governance"
Information management"
Usability"
Training"
SEO wizzardry"
Technology landscape knowledge
Lau Hesselbæk Andreasen"
lha@jboye.com"
@lauandreasen

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Towards a digital workplace philadelphia 13

  • 1. Towards a digital workplace
  • 2. Agenda" " Today - challenges and opportunities" " Defining tomorrow" " Trends, tendencies and examples" " What’s right for us? " How do we get there and how do we measure success?" " Discussion throughout!" "
  • 3. Intranet Digital Workplace Collaboration Digital Strategy Love great coffee! -And know how to roast beans! Cycle a lot J. Boye since 2008 15 years in London -Set up J. Boye UK Live in Copenhagen Moderate J. Boye groups in Denmark & the UK BA in European Cultural studies and Theatre Postgrad in Arts Management & Cultural Policy Decent juggler Online Marketing Have great colleagues
  • 11. How would your boss describe the intranet and its role?
  • 12. Intranet Dilemma" “The intranet is ideal for tasks of low complexity " and high frequency." " Management deal with tasks of high complexity and low frequency”  "  
  • 13. “An intranet is a process! Not a project”! " " Jane McConnell" Intranet strategy & digital workplace expert
  • 15. " “The digital workplace requires a holistic understanding of what people need in order to work, " and the ability to bring it together in a way that reaches across and beyond the organization itself” Jane McConnell
  • 17. People •  Internet native •  Mobile and social •  Technology savvy •  Expect flexibility from their employer •  Current employees?
  • 18. Technology •  The firewall breaking down •  Cloud services change the game
  • 20. Governance..? Who owns the intranet
  • 23. Social & collaboration Source:  Digital  Workplace  Trends  2012,  Jane  McConnell,  h;p://netjmc.com      
  • 24. Objective: Use crowdsourcing to sharpen and activate their new vision and mission
  • 26. ü  Objective was clear" " Project was anchored in one place" " Clearly defined focus area " " Clearly defined success criteria" " Clearly defined processes for use and follow up" " Full backing from management" " Matched the culture
  • 27. Trends: Social & collaboration •  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”. Quote and inspiration: Jane McConnell http://netjmc.com
  • 28. Trends: Social & collaboration •  Strong concerns remain about information quality and security, as well as around the business value of social collaboration •  New concerns emerge as organisations gain experience: re- creation of organisational silos on new social platforms, digital native culture, and language Quote and inspiration: Jane McConnell http://netjmc.com
  • 29. Mobile We work in different places at different times Working from home   About designing sites, services and tools, not for a a mobile phone, but for people who are mobile
  • 30. Objective: -Make it easier to familiarize employee with regional office, even if only there for a day, and thus become more productive  
  • 31. Lessons  learned   •  Security   •  Physical  surroundings   •  Knowledge  transfer   Objective: -Print to online -Reduce paper -News updates faster  
  • 32. ü  Again: Objective was clear" " Project was anchored in one place" " Clearly defined focus area " " Clearly defined success criteria" " Clearly defined processes for use and follow up" " Full backing from management" " Here: Didn’t match the culture, but intensive communication campaign
  • 33. Trends: Mobile •  Jane McConnell: In 2011, only seven percent of organisations considered mobile a high priority. •  J. Boye: This is changing rapidly – Now impossible to ignore •  Jane McConnell: IT leads over business for defining mobile strategies •  Jane McConnell: Top mobile services are designed to connect people Factual data: Jane McConnell http://netjmc.com
  • 35.     “Don’t just think about execution; ! take a step back and consider how you will enable the team”! ! " Digital manager & J. Boye member " University College London  
  • 37. Do you have one?
  • 40. Long strategy        
  • 42. A good strategy defines long term goals and ambitions. It should:"  " - Be aligned with and support the overall business objectives of your organization"  " - Point ahead: Where do you want to go and why? "  " - Include top level priorities: " What do we focus on now, later and not at all? "  " - Include clear success criteria"
  • 43.   It should also:" " - Be written in a style that can be clearly understood  " " - Be realistic "    
  • 44. Warning: " " Don’t copy another organization’s strategy " " – however successful!"        
  • 45.         An effective intranet strategy requires insight into all business areas
  • 47. Step 1: How can the intranet help achieve business objectives? Business  objec,ve   The  intranet’s  role   Strengthen  the  culture  of  the   organiza,on:  “One  company,  one   mission”  etc.   •  Intranet  as  pla9orm  for   communica;ng  the  message   •  Single  intranet  for  all  subsidiaries,   newly  acquired  companies,  ...   Expand  through  acquisi,on   •  User-­‐friendly  intranet  will  minimize   ;me  required  for  new  staff  to  get   fully  opera;onal       Growth  through  product  innova,on   Social  intranet  that  supports   •  Idea  genera;on   •  Cross-­‐silo  collabora;on  and  project   teams   Cost  control  /  efficiency   •  Self  service  applica;ons         …others?  
  • 48. Step 2: Who are our stakeholders and what do they expect from the intranet? Stakeholder   Expecta,on   CEO   -­‐  Promote  ‘one  company’   -­‐  Pla9orm  for  major  announcements   Human  Resources   -­‐  Pla9orm  for  employee  self-­‐service   -­‐  Intranet  to  support  flexible  working   hours,  work-­‐life  balance  program,  …   Sales  teams   Access  to  customer  data  at  any  ;me  (at   airport,  during  client  mee;ng,  …)   Internal  communica,ons  department   Intranet  to  promote  single  corporate   iden;ty   IT   Avoid  prolifera;on  of  pla9orms;  keep   the  intranet  infrastructure  manageable   and  secure   ...Others?  
  • 49. Step 3: Prioritize and plan actions – and you have a roadmap! Put  proper    governance   model  in  place     Why?   -­‐  Current   governance   structure  is   unclear   -­‐  Many   ini;a;ves  are   started   without  follow   up   Agree  on     intranet     strategy   -­‐  Current   strategy  has   no  clear   direc;on   -­‐  Different   departments   have  different   views  on   priori;es   Integrate  new  tools        and  implement   BeTer  search   Introduce   XXX   ...  ...  
  • 50. KPIs
  • 51. Good KPIs – SMART" " Specific" Know what it is you are measuring" What is the metric, what does it indicate?" Measurable" When planning, can you track it? Is it reliable?" Actionable" Make a plan for what to do if the KPI fails" Realistic" Do you have the resources? Is it realistic?" Timely" What is the measurement frequency?
  • 52. Good areas to measure:" " News" " Content" " Collaboration" " Applications
  • 53. KPIs: Applications" " Monitor:" Use: How much is it used?" Success: How effectively is it used" Errors: Does it work?" Production related KPIs •  Errors – downtime – crashes? •  Failures: how many do not get their purpose fulfilled? End-user related KPIs •  Availability: is the app accessible? •  Is it performing? •  Use: is the flow completed?
  • 54. KPIs: Collaboration" " Monitor: " Organisational buy-in" Dead content" Permissions" Production related KPIs •  Permissions: failed attempts •  Dead content: storage of irrelevant cotent End-user related KPIs •  Penetration: is it accessible? •  Use: is the flow completed? •  Are “the right people” using it?
  • 55. Your role has evolved"
  • 57. Project management" Business analysis" Communication" Change management" Implementation skills" Diplomacy" Psychology" Lobbying" Negotiation  
  • 58. Flexibility " Community managerment" Facilitation" Architectural skills" Governance" Information management" Usability" Training" SEO wizzardry" Technology landscape knowledge