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ServicesGuiding Principles on Independence and Objectivity Mike
Gotta @MikeGotta Boosting Workforce Agility with a Digital
Workplace BRK2183
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Harnessing The Next Generation of Digital Workplace
Technologies
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Aligning Purposeful Collaboration With Business Outcomes And
Customer Experience
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Linking Employee Engagement And Collaborative Culture To Getting
Work Done
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
The New IT Charter: Moving Beyond Traditional Boundaries of
Infrastructure & Operations Prepare for Next Generation
Technologies Focus On Purpose & Outcomes Prioritize Employee
Engagement Reimagine the workplace Digital Workplace Initiative A
business strategy to promote employee agility and engagement
through a more consumerized work environment Employee Engagement
Workforce Optimization Innovation Sales Performance Service
Delivery Customer Experience
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Boosting Workforce Agility with a Digital Workplace Employee
Engagement New Ways of Working IT Organizations Have The Strategic
Opportunity To Work With Business Leaders To Re-Imagine The
Workplace Cultural Change Purposeful Collaboration
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How Do We Get There Digital Workplace Technologies Purposeful
Collaboration Employee Engagement
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The 4 th Generation Of Digital Workplace Technologies Are You
Prepared? Generation 1 Generation 2 Generation 3 Generation 4
Productivity & Communication E-Mail Calendar Group scheduling
Discussion forums Audio Conferencing Video Conferencing (room
systems) Workspaces & Real- Time Collaboration Virtual Team
Room Instant Messaging & Presence Web Conferencing Enterprise
Portals Expertise location Mobile, Social, Information &
Analytics Blogs & Wikis Profiles & Follow Lists Activity
Streams Micro-blogging File Sync & Share Social analytics
Mobile, Cloud, Smart Phones, Tablets Algorithms, Smart Machines
& The Enterprise of Things BYO Everything Mobile Messaging
Algorithms & Graphs & Machine Learning Enterprise of Things
Smart Agents, Advisors & People- literate Technologies
Quantified Workplace 9 Notable Vendor IBM Lotus Notes Notable
Vendor Microsoft SharePoint Notable Vendor Jive, Salesforce Box,
Dropbox Apple, Google Defining Vendor TBD
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Smart Work Environment My Work Network Conversation & Community
My Agents & Advisors My Personal Apps & Tools Mobility
& Cloud Help Promote Converged Experiences And A More
Consumer-Like Computing Experience Activity Dashboard Portal
Unified Communications Collaboration "Work Apps" Social Content
Productivity Smart Machine Services Algorithms & Graphs
Enterprise of Things Security & Management Tools Personal Apps
Personal Online Services BYO Everything Cloud Office Blended With
Personalized Ecosystems
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Shifting the Inbox From Message Store to Connecting Work
Relationships & Insights Drains Productivity Fragments Context
Least Common Denominator Limits Insight Missed information and
notifications Incomplete filtering and organization Does not
eliminate existing inbox Tried: Activity Stream as "Inbox" Stores,
Streams and Filters My Timeline and Notifications My Personal
Analytics My Attention and Action Items Situational context and
attention aware Algorithms & extended network analysis
Transformation in user experience Next Step: Algorithmic Dashboard
Inbox Today Inbox Tomorrow
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Shifting Focus From The Mechanics Of Meetings To More Immersive
Experiences Sources: Bluescape, Gridspace, SMART Technologies,
Microsoft Search, Graphs, Machine Learning & Algorithms
Enterprise of Things Beacons, Sensors, Smart Objects Meeting Room
Personal Assistants
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People InformationActivityConversation People PlaceThing Quantified
Self Quantified Workplace Design Factors Primary Collaboration
Design Factors A Quantified Workplace Enables Design of More
Contextual Experiences That Encourage or Facilitates Collaborative
Interaction Ending The Duality Of Treating Space & Place As
Separate Design, Tool & Application Domains
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Leveraging Thing & Place Proximity To Improve Information
Flows
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Leveraging Thing & Place Proximity To Encourage Collaborative
Experiences
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Source: Ginger.io and VimeoVimeo Leveraging Quantified Self To
Transform The Employee-Customer Experience
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How Do We Get There Digital Workplace Technologies Purposeful
Collaboration Employee Engagement
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Purposeful Collaboration Should Connect To Business Outcomes &
Customer Experience Supply Management Demand Management Customer
Responsiveness Sales Effectiveness Market Responsiveness Product
Development Effectiveness Supplier Effectiveness Operational
Efficiency On-Time Delivery Service Accuracy Agreement
Effectiveness Target Market Index Product Portfolio Index Sales
Opportunity Index Sales Price Index Customer Retention Index Market
Coverage Index Market Share Index Configure-ability Index Channel
Profitability Index Opportunity/Threat Index Cost of Sales Index
Sales Cycle Index Forecast Accuracy Sales Close Index New Products
Index Feature Function Index Time to Market Index R&D Success
Index Service Performance Order Fill Rate Material Quality Customer
Care Performance Transformation Ratio Supplier On-Time Delivery
Supplier Service Performance Supplier Order Fill Rate Supplier Care
Performance Supplier Material Quality Supplier Service Accuracy
Supplier Trans- formation Ratio Supplier Agreement Effectiveness
Cash to Cash Cycle Time Conversion Cost Asset Utilization Sigma
Value Customer Intimacy Support Services Human Resources
Responsiveness Recruitment Effectiveness Index HR Advisory Index
Benefits Administration Index HR Total Cost Index Skills Inventory
Index Employee Training Index Product Leadership Talent Management
Operational Excellence
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Connect Key Performance Indicators To Needed Collaborative
Capabilities
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Which people, collaborating why, to deliver what value to
themselves, the community, and the business. Purpose Statement
Structure Employees collaborate on posing and answering customer
questions and can locate people for expert advice, providing
community support and improved customer service. Sales and product
teams collaborate on ideas for new or enhanced product packaging to
make selling easier thereby increasing revenue per salesperson.
Service staff collaborate on ways to improve processes (such as
towel life cycle management) to make their job more efficient and
accelerate the pace of new hotel assimilation. Sample Opportunity
Statements The Journey Towards Discovering Purpose Is More Valuable
Than The Statement
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Purpose Alone May Not Suffice For Work That Where Participation Is
More Volitional Typical design approach: Business requirements
Process mapping and role dependencies User experience needs
Consider adding: Ethnographic methods Social network analysis (SNA)
Communities of practice Transactional Methodical Communal
Improvisational Exploratory Form -Based Work Innovation Project
Management Case Management Exception Handling Lower Higher Greater
Sense of Ownership Level of Autonomy and Voluntary Participation
Collaboration Archetypes
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New Design Approaches Are Warranted To Devise Value- Add Roles For
Smart Machines Not Just Tools Not Just Purpose But Also Behavior,
Relationships and Cultural Nuances My Team Information Assistants
My Meeting Assistant My Customer Advisor My Project Advisor Design
Elements For Smart Machines
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Consumer Surveillance Fears Can Become Employee Fears Regarding The
Digital Workplace Forbes Magazine, July 10, 2014 After The
Freak-Out Over Facebook's Emotion Manipulation Study, What Happens
Now? Tracking My Documents Tracking My Interactions Tracking My
Relationships Tracking My Wellness Tracking My Location
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
How Do We Get There Digital Workplace Technologies Purposeful
Collaboration Employee Engagement
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Employee Engagement Gaps Thwart Efforts To Improve Business
Outcomes Source:
https://hbr.org/2015/03/engage-your-long-time-employees-to-improve-performancehttps://hbr.org/2015/03/engage-your-long-time-employees-to-improve-performance
Employee Engagement Has A Ripple Affect Across Workplace
Productivity, Collaboration, And Ultimately Business
Performance
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Connect Employer & Employee Goals To Encourage A Win-Win
Relationship Employee Career Flexibility Peer Communities Digital
Dexterity Democratized Decision-Making Employer Workforce
Optimization Productivity High-Performing Teams High Quality
Service Delivery Personal ValueBusiness Value Meaningful Work
Collaborative Culture
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Seed money I Visible tangible Inclusive anyone can participate
Engaged Employees: Anyone Can Act On A Great Idea Or Be Your Next
Startup Results: 1,000+ participants producing 22+ business plans
and products What's in the box? And how do I get one? Source:
Adobe
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Wellness Program Impact: Races across the company and across
countries Employees building skills applicable to "their day job"
Source: Genentech A member of the Roche Group Build a Sense of
Community by Valuing Employee Fitness and Health
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Inspire Design Contributions From the Community: "If You Hack It
You Own It" Hacking Customer Service Hacking Workflow Hacking Code
and Data Hacking the Workplace Hacking Products
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Create A Sense of Belonging Encourages Engagement and Collaborative
Culture Personal Support, Relationships, and Trust in the Backstage
Energizes Collaboration in the Frontstage Department Project Team
Process Manager Team Leaders Purpose and Tools: The Front Stage of
Work Sense of Belonging: The Back Stage of Work Synergies
Passionate Wellness Advocate Talented "Idea Person" Respected Coach
and Mentor Popular Community Leader Source:
http://knowledgecafe.care2share.wikispaces.net/Social+Network+Analysis
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
New Roles For The Digital Workplace Ignoring These Can Thwart
Success User Experience Designers Community Managers Design Centers
Smart Machine Architects Well-Being Champions Digital Ethics
Advocates Data Scientists Workplace Ethnographers
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Focus on Organizational Change: C-suite visibility and commitment
to a collaborative culture Constantly challenge existing practices
and assumptions Engagement is the foundation for collaboration in
the digital workplace The New Charter For IT Organizations In The
Digital Workplace ITO Partnership With Human Relations: Promotion
of employee engagement Focus on work/life balance, wellness, user
experience Data on demographics, changing work, changing roles and
responsibilities An Expanded Role For The IT Organization: Brings
"Shadow IT and employees themselves into overall strategy
Consumer-like focus includes branding, marketing, and employee
experience Involved in non-traditional IT activities
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommendations Do: Approach Digital Workplace as a multi-year
program with varying levels of business, organizational and
employee (personal) metrics Include multiple strategies that mix
top-down / middle- out / bottom-up Invest in governance and
community-building across leadership & workforce Don't Do:
Treat Digital Workplace as a technology-driven effort Approach
Digital Workplace as a single project Forget the HR partnership
Ignore the need for organizational change Redo: Re-visit ongoing
portal, content, collaboration, unified communications and
enterprise social networking for DW inclusion Re-think IT
application and service delivery as a means to improve engagement
between IT and employees Undo: Digital Workplace is the next-gen
intranet Digital Workplace is just the convergence of portal,
unified communications, collaboration and social Employee
engagement is the job of human resources and not the IT
organization
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2015 Gartner, Inc. and/or its affiliates. All rights reserved.
Recommended Gartner Research Special Report: Boosting Workforce
Effectiveness with a Digital Workplace Special Report: Boosting
Workforce Effectiveness with a Digital Workplace Strategic
Approaches for Digital Workplace Leaders Matthew W. Cain and Mike
Gotta (G00276529) Strategic Approaches for Digital Workplace
Leaders CIO Survey Uncovers the Need to Focus on Digital Workplaces
and Engaged Workforces Matthew W. Cain and Mike Gotta (G00262912)
CIO Survey Uncovers the Need to Focus on Digital Workplaces and
Engaged Workforces Digital Workplaces Create New Demands for HR
Service Delivery Helen Poitevin and Others (G00264810) Digital
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Workplace Nikos Drakos and Mike Gotta (G00274271) Boost Employee
Engagement With Social Technologies in the Digital Workplace For
more information, stop by Gartner Research Zone.