Engagement, Inspiration and Innovation – Bringing lasting value for both customers and employees

engaged_saleI started this series of blog posts by stating that as the wheels turn faster, people more important than ever before. Then people had better be more engaged than the souvenir lady in this picture. A person who merely “goes through the motions”, mindlessly, without engagement and whose mind is anywhere else than in the present, is unlikely make any positively significant difference. And without engagement, there will hardly be much innovation either.

This is the last blog post of six on the theme of the advantages for companies and their employees of collaborating and working transparently. The previous are:

  • Overview – As the wheels turn faster, people are more important than ever before
  • Agility – More sensitive feelers and faster reaction
  • Resilience – Bouncing back from setbacks or daring to take on new challenges
  • Efficiency – Easier to find and leverage experts and experience
  • Effectiveness – Through more direct communication channels
  • Engagement, Inspiration and Innovation

These blog posts have been published in parallel in Swedish on the Smarter Planet blog of IBM Sweden

Spend some thought on this video by Steven Johnson about where good ideas come from (I’m sure he will appreciate you buying his book, btw)

Isn’t it exactly environments like these we want to create and support in our organisations? Like the coffee houses of the age of enlightenment and the Parisian salons during the Modernism era. Environments where people and ideas meet, both on purpose and by chance and where you can find both likeminded to collaborate with and different-minded to get inspired by. Since long, farsighted architects have created office environments to generate random meetings, but how do we do when associates are spread across great distances? How do we do to involve both customers, partners and suppliers?

My answer is not surprising: Through a transparent work culture and tools for online collaboration

In online communities, discussions and through following updates by colleagues, maybe especially those a bit on the fringe, your understanding of what the company and your colleagues actually do, as does the understanding of how you can impact on results. The probability of random meetings with ideas, knowledge and interesting people is multiplied. The foundation for both engagement and innovation gets much more fertile.

If you have special interests or ideas you want to build on, but lack resources or have knowledge gaps, it becomes incredibly much easier to find likeminded to grow those interests with or to put together a team of volunteers with supplementing knowledge and skills to develop those ideas further. A paradise for intrapreneurs.

Just think of something as simple but inspirational as feedback (potentially simple and inspirational, that is). Usually it something that employees get rarely, usually from their manager in a strictly orchestrated appraisal ceremony. Not very simple and definitely not inspirational. How inspirational isn’t it instead to suddenly get a Like from a distant colleague who you might be acquainted with, but not necessarily, on that presentation you just shared or on your blog post? Or when you see how many have downloaded that Excel-thingy of yours? Or receiving a suggestion on how to improve what you are currently working on – from someone “who’s done it” before? How much more inspiring and motivating won’t it get to develop and share your knowledge and experience?

Most companies who introduce online collaboration platforms do it aiming at efficiency, aa I wrote about in the blog post, Efficiency – Easier to find and leverage experts and experience. I am certain that the long range boost in innovation and employee engagement is much more important, though.

If you want to read more about how we at IBM look at online collaboration tools and transparency, I recommend you to read “The only constant is change”.  And if you want to read more about how to transform your organisation to work more transparently, “Best practices for establishing a new way to work”.

What do you think of the value of employee engagement, innovation and what organisations can do to boost them?

Advertisements

Effectiveness – through more direct communication channels

8492516706_43789a9036_o
“Whisper” by ElizaC3

Do you remember when you played Chinese Whispers as a kid? One person whispers a message to a second person who whispers it on to a third who….until the last person tells everybody what he or she heard. The message used to be complete gobbledygook and you all had a great laugh. (What’s Chinese in that game, by the way?)

What was a fun game as a kid, is the default way of communicating in most organisations, at least in one direction. If it’s not the words of the leadership that get interpreted and distorted on their path to the employees, it’s the questions or attempts at communicating up the hierarchy.

This is the fifth blog post of six on the topic of benefits for companies and their employees to communicate transparently and collaborate online.

  • Overview – As the wheels turn faster, people are more important than ever before
  • Agility – More sensitive feelers and faster reaction
  • Resilience – Bouncing back from setbacks or daring to take on new challenges
  • Efficiency – Easier to find and leverage experts and experience
  • Effectiveness
  • Engagement, Inspiration and Innovation – bringing lasting value for both customers and employees

These blog posts are published in parallel in Swedish on the Smarter Planet blog of IBM Sweden

bridge-285385_1920
Is this how employees see the future? Photo by Broin under Creative Commons CCo

In times of rapid change, you can’t afford doing Chinese Whispers for the leadership team to communicate to the employees where you’re heading, why and how to get there. You can’t afford, neither the time, nor because of the risk of the message getting filtered or distorted along the way. Adding to that, surveys done by the IBM Smarter Workforce Institute show that “Leadership Future Vision” is the prime driver of employee engagement – for each and every year researched (2008-2012). You can’t afford to waste that potential either by not leveraging the possibilities available for clear and direct communications.

Current volatility and the frantic pace of change make communications in the other direction more important than ever. Partly to enable the leadership team to verify that their message has been received and understood,  partly for the employees to be able to ask for clarifications and supplementary information to make sure that they really have understood. But also to help the leadership to catch what’s happening “out there”, as I described in the third post in this series, about Agility. Having a whole lot of scouts out there is of little value if they cannot pass their observations on to the hub.

A good collaboration and networking platform provides all this, and more

By using blogs – text or video – leaders can broadcast their message to all employees directly and without any middlemen. Through commenting, employees can respond and ask questions if anything still was unclear to them. Since commenting is transparent, you can easily see if someone else has written what you had in mind and save time both for yourself and others by voting/liking on their comment, instead of repeating it. In this context, it is important that the leaders actually read and respond to comments. Anything else would be a waste of valuable feedback and jeopardise trust in that the leaders actually do care about their employees.

For simple grass root publishing, collaboratively, of more structured and lasting information, wikis are a splendid tool. Perfect for FAQ, policies, instructions and the like. Wiki pages can be commented on too. Upward communications has more facets but is made easier by the transparency achieved in a good collaboration and networking platform. For the leadership team to know what the employees think, which challenges they experience and need help with, which opportunities they spot and which trends they have spotted on the horizon… all they need to do is to listen. Maybe even by using social analytics software which are more common on external social networks. Listen to status updates, listen to forum discussions, listen to blogs, gather ideas and get them evaluated in ideation blogs. The possibilities are close to innumerable.

What do you think? Isn’t it upon time for employees not to have to fumble in the mists of insecurity and for leaders to get a chance to leverage all the information and experience that employees amass, instead of it getting stuck in mail chains or discussions around the water cooler? Do you have experience of your own to share?

If you want to read more about how we at IBM look at online collaboration tools and transparency, I recommend you to read “The only constant is change”.  And if you want to read more about how to transform your organisation to work more transparently, “Best practices for establishing a new way to work”.

Efficiency – Easier to find and leverage experts and experience

If only I could build on top of what someone else has already done. Without having to start all over on square ONE!

Familiar feeling? When time has been short, the hour late or you’ve been struggling with something complex or boring that simply has to have been done before and be available somewhere.

In my previous blog post, I wrote about how greater transparency and online collaboration help us to dare to take on and resolve challenges and difficulties. In addition, it can help us save time. Time we can spend on something more useful.

This is the fourth blog post of six on the topic of benefits for companies and their employees to communicate transparently and collaborate online.

  • Overview – As the wheels turn faster, people are more important than ever before
  • Agility – More sensitive feelers and faster reaction
  • Resilience – Bouncing back from setbacks or daring to take on new challenges
  • Efficiency
  • Effectiveness – through more direct communication channels
  • Engagement, Inspiration and Innovation – bringing lasting value for both customers and employees

These blog posts are published in parallel in Swedish on the Smarter Planet blog of IBM Sweden

cartwheel
Is there better use of your time than reinventing the wheel? Again? Cartwheel, Ulster American Folk Park. Picture: Kenneth Allen, license CC BY-SA 2.0

Build on top instead of build again

An organization doesn’t have to be very big before you risk starting to reinvent the wheel, at least in small things. The larger the organization, the more frequently it happens and the greater the double work and confusion can get.

One hour of double work is forever lost. This can turn into an immense waste for companies and organizations where associates keep doing what others have already done, or parallel initiatives get started, simply due to lack of transparency.

Only three things are needed for this to start to work:

  1. That associates share their work products openly – and make them easy to find, eg. by proper categorization
  2. That they acquire the habit of first search for if someone else has “done it” before, instead of starting to produce from scratch
  3. That there is a system in place to support transparency and online collaboration

How you choose to spend the saved time is another story. If we’re talking about overtime work on evenings or weekends, I suggest you spend it with family or friends, or invest in your health and fitness. But when you save time within your work hours, you may manage to produce more, boost your competence (see Agility – More sensitive feelers and faster reaction in this series – about the easy of building competence in a transparent organization) or to let yourself be inspired to novel thinking and innovations, from all this knowledge and inspiration within easy reach!

In this video with Bosch AG, you can see how they increased efficiency through transparency, seeing some processes shortened from 40 days to 6!

Easier access to experts and to expertise both saves time and improves quality

The traditional view on experts leads to a few, officially recognized, experts in a few, formally defined, areas get overloaded, become bottlenecks and chokes availability of knowledge for the main body of colleagues who, instead, have to resort to spend time on searching among their closest colleagues without finding the really good answers. A grand recipe for both waste and sub-standard solutions.

In the transparent organization, focus tends to shift from experts – the persons, that is – to expertise -the knowledge, and the definitions of the areas of expertise are made from the perspective of the colleagues and the current needs of the business, not by leadership. From “Project Management Methodology” to “good methods to handle agendas and follow up of status meetings”, sort of. Expertise becomes more democratic, you could say. (Whoever can help me with pivot tables in MS Excel will be my expert and hero, but would hardly have been classified as such by leadership.)

Naturally, when expertise is defined “in the eye of the beholder”, when it resides with more people and becomes easier accessible – both from becoming easier to find in conversations and shared documents as well as through greater ease of finding and communicating with those in the know, the savings become substantial for both organizations and associates as well. In addition, it becomes much easier to deliver top quality and do the right things from the start.

Faster onboarding in new roles and projects

A frequent special example of advantages, is onboarding. Of new employees, of existing employees in new projects or in new roles. Since knowledge and history is easier to reach, people can become productive much faster, and more independently. Gone is “Can you please gather all mails and forward to Roger Rookie, please? Don’t forget the attachments, by the way!) Then Roger has to plow through old emails for a week or so. After someone else has sat for a week finding stuff to forward in their mail files and archives, looking for all the essential stuff in need of forwarding. (And how often do you find all of that, btw?)

Instead, it becomes:

“Roger, here’s the link to our team community with all information and history of this project. There’s an onboarding activity for you to work your way through, with links to defined processes, contracts and reports. In the forum, you can see how we’ve worked on the list of demands and understand why we’ve made the decisions made. And all minutes from the steering group are there too. Just let me know if somethings seems to be missing. By the way, you should join this open community for people in your new role.There, you can learn from colleagues around the world who work with similar things, but on similar projects around the world.

IBM uses social onboarding extensively, both for new hires in the groups Soon2BBlue and New2Blue, but also for integration of new employees from mergers & acquisitions.

How much faster do you think Roger may get – and feel – productive? Do you recognize the situation of having to reinvent the wheel? Or the relief of not having too? What defines and expert for you? When you need help, do you have to find the expert or is it enough to find the expertise left behind by him or her or o you have to find the person?

If you want to read more about how we at IBM look at online collaboration tools and transparency, I recommend you to read “The only constant is change”.  And if you want to read more about how to transform your organization to work more transparently, “Best practices for establishing a new way to work”.

Social goal-setting, the key to turning middle managers in favour of collaboration and knowledge sharing?

Social business transformation is usually driven from the top or bottom of the organization hierarchy (or both in combination). Visionary leaders who lead from the front, by example, or skunk work initiatives from desperate people in the front line who see the potential of solving their hard-felt personal and business pains through working more efficiently together and through ease of sharing and communicating online.

Too frequently, middle management turns into a stumbling block, either by simply being passive or by even actively working against the change. Usually, it’s attibuted to lack of time, to being squeezed from both above and below, from being buried in administrative routines and systems or to the majority of middle managers being somewhat older and hard to teach new tricks.

There might be some truth to these claims, but behind them I see another reason: goals.

In December, I published a series of posts regarding setting social goals and this is where I believe we find the core of this challenge. As I state in Investing in social business, a key contributor to widespread change in the way work is done, is to change the way work is defined, and a major part of that definition is goal setting. What do the goals of middle management typically look like?

  • Increase sales by your team by x%
  • Reduce costs in your department by y%
  • Produce z units of whatsits
  • Develop q new products with a sales potential of ö money

Looking through the lens of the benefits of social intranets, where’s the broad sharing of experience, where’s the helping of colleagues, where’s the investing in the future of the entire organization

A substantial portion of the management of corporations happens through splitting up measurable goals into increasingly granular segments down the hierarchy. But, somewhere along the way, the shared goals that may be less easy to quantify are lost. And, you usually get what you measure. We have to reintroduce the common good into managerial and departmental goal-setting, through embedding collaboration, knowledge sharing and helping of colleagues near and far.

Fine, you may think, let’s include things like: Network size or growth in the goals for managers and employees alike. Or sharing of documents (or downloads and other signs of appreciation of shared documents – much better since it rewards quality or usefulness of contributions made). Or intensity of dialogue generated by contributions made or similar signs of impact). A very interesting approach is the engagement dashboard from IBM Research. (Of course, the ultimate move would be to automatically track re-use and economic impact of shared documents and contributions, maybe even single components like slides or text paragraphs. But that might be a bit of overkill.)

But, that would still not be good enough in my view. When it comes to conventional goals, managers aren’t measured on their personal contributions, but on the contributions of the team they manage, right? Why should social goals be any different? Let’s take goals like the ones in the previous paragraph, aggregate or average them for the entire team. Now, we’re talking! That would be a great step towards establishing social goals for managers to supplement their traditional ones.

Next, we should start analyzing those results for correlation with business results. Then we could start doing more useful work than repeatedly having to explain the business benefits of working as a social business.

Goals. The challenge to managers getting into social business ways of working?

In my experience, managers are often a stumbling block for adoption of the transparent and collaborative ways of working enabled by social intranets.

Do you have the same experience?

I have tried to wrap my head around why this is so.

  • I’m too busy
  • It’s a waste of time
  • I don’t have the time to re-learn

I have heard those arguments from many, but rarely louder or with more emphasis than from managers. Usually, we find the enthusiasts among the grass-roots or at the executive level. Well, if executives aren’t too busy, have time and have the time to re-learn, why aren’t the managers? The people between those executives and guys like me?

I have thought that they might be the busiest people in the organization, squeezed between pressure from above and demands from below. I have thought that they tend to have a higher average age than the grass root folks. But on the other hand, the executives are usually even older. Finally, it all boils down into one thing for me: Social business is not in line with their goals.

What do the goals of managers usually look like?

  1. They are finite an measurable
  2. They are usually focused on their own department
  3. They are often set by quarter

So what characterizes the benefits of using a social intranet?

  1. They are hard to measure and make tangible
  2. Collaboration increases efficiency of people and work groups
  3. But Working out Loud, transparently may benefit any employee, anywhere anytime (and rarely get tracked back to the origin)

To illustrate #2:

A team may reduce version confusion by sharing documents online instead of shuffling attachments around via email. They may communicate more efficiently etc. But how do you measure these benefits? And how do you measure the benefits of speedier onboarding from having all documents, conversations and discussions in an online community? And, by the way, that team might span several departments with several managers

To illustrate #3:

A successful proposal may be shared by a person in one country, found and re-used by someone in another country, bringing in loads of money (and saving both time in creation and benefiting from lessons learned the first time) but will the original creator get to know about it. Will her/his manager?

Executives supposedly have a focus which is both wider and more long term than the managers. Employees in general think of their professional development long term and may have a bit more wiggle room than their managers.

But, quite simply: The typical goals of managers are virtually incompatible with the benefits of social intranets.

  • Measurable < – > Vague
  • Department < – > Company/Individual
  • This Quarter < – > Some time

So, where is the motivation to change for managers?

Until we start changing the way we set their goals, that is.