from collaboration to engagement
TRANSCRIPT
Stuart McRae | Executive Social Business Evangelist@smcrae www.smcrae.com [email protected]
From collaboration to engagement
the future ofwork
#ICONUK #NewWayToWork
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“I believe the real difference between success and failure in a corporation can very often be traced to the question of how well the organization brings out the great energies and talents of its people. ”
Thomas Watson, Jr.Former CEO of IBM
Social Business Patterns are being revealed asEmployee Engagement Journeys
White paper: http://bit.ly/ibmsb2015
Reflecting and assisting the transition to a new way to work
Rethink HR strategy & systems designed for a different era
Jobfamilies& skillsevolve
1. Recruitment is Marketing• The war for talent• A focus on employee fit• Recruiters are brand
ambassadors
2. Employee Experience is Key• Continuous Listening• Crowdsourcing Insight• Empowered Employees
3. Developing aLearning Workforce• Digital Skills• Continuous Learning• Your mobile is your classroom
4. Future WorkforcePlanning• Continuous Assessment• Employee ROI• Predicting Regrettable Attrition
Employee engagement is key to this HR transformation
Jobfamilies& skillsevolve
1. Recruitment is Marketing• Engage on Social Media
to filter candidates• Engage before hiring
to assess applicants• Engage with peers
for rapid onboarding
2. Employee Experience is Key• Engaged employees
improve business results• Engaged employees
provide insight to leadership• Engaged employees
align around corporate goals
3. Developing aLearning Workforce• Engage the way you do at home• Engage with colleagues
to learn on the job• Engage anytime, anywhere
on any device
4. Future WorkforcePlanning• Engage managers with their staff
for continuous assessment• Engage analytics to understand
employee performance• Engage to predict attrition
Bringing a bit of the real world into the office
The real world (beyond the office)
The real world (beyond the office)
These are not communication platforms… they are not collaboration platforms
… they are engagement platforms… they are about provoking comments,
sharing, liking, interacting
… they bring about conversations- online, audio/video or face to face
Which isn’t what email ends up doing!
blogs
updates databases
activities
forums
bookmarkstags
commentsemails
communities
spreadsheets
presentationsdocuments
likes
web pageswikisdevices
discussions
knowledgestatus
For employees, that’s have conversations around knowledge
Engage before hiring
Engage after hiring
Continue engaging employees, which helps to retain them
Engage with leadership as well as peers and teams
Employee engagement in action
http://bit.ly/UberSocialIBM
http://bit.ly/BIuberIBM
Someone asks question on a leaders wall for his sales rep
Experts shares their knowledge & Provides answers
Sales Rep impressed with knowledge
Engage twodifferent experts
based on question via @mentions
Use Business card to learn about expert
Engaged employees working together to get the job done
Working Out Loud
“66% of employees use the platform on a regular basis”
Ironically, people are talking again
They find experts faster and more efficiently
Employees share a lot more information:“It’s Culture Changing”
One place where knowledge and people can connect
The Power of the crowd
Executives are more accessiblehttp://onforb.es/LaLDj5
Bayer drives culture change to achieve business value
Source: IBM Technical White Paper “Beyond Engagement” 2014
Employee engagement drives business results
http://bit.ly/IBMBeyondEngagement
Communicating the importance of safety practices Leveraging video assets to speed responsesEncouraging geographically dispersed employees to share content Reducing workplace injuries
Applying Engagement to Workplace Safety
A new way to learn: training on the job
A rich spectrum is needed: from training to just in time education
… from structured courses to on the job coaching by experts… to learning from your peers
Using engagement to delivering better employee surveys
Improve ExecutionImprove collaborationwithin the project team
Improve Effectiveness
By engaging moreacross the business
Improve ParticipationExcite and engage staffthroughout the process
Improve ResultsDon't just identify issues,
address them better
ExecuteSurvey
This is a repeatable patterne.g. crowdsourcing innovation
Improve ExecutionMore effective collaboration in teams & across organisations
Improve OutcomesShow staff they had an impact
& motivate them for change
Improve ParticipationExcite and inform staffthroughout the process
Improve ResultsDon't just identify issues,
engage staff to address them
Innovation JamCollect ideas, engage staff to discuss them and vote
Employee Engagementsupporting a “Customer Service” Culture
DELIVER LEGENDARY CUSTOMER EXPERIENCES
“weaving social into everything we do and how we do it,”
“PROUD TO BE A TDer”“distinguish us from the other financial institutions”
**
*Wendy Arnott, Vice President of Social Media & Digital Communications
TD Bank “WOW” Moments
Customer Engagement
Wendy Arnott,Vice President of Social Media & Digital Communications
http://bit.ly/TDBthankyou
Present Interacting Engaged
@MyCorp@MyCorpSupport@MyCorpFeedback@MyCorpJobs@MyCorpCEO
Like our Facebook Page& win an Apple Watch
Pin this product
See our job vacancieson LinkedIn
@JoeBloggs-MyCorp@JaneDoe@MyCorpGuru
Monitor, observe, learn,share, help, crowdsource,ask, discuss, research,understand, influence, lead
SocialMedia Guidelines
Employee led
Social Governance Council
Social Support Forums
Business ledBrand led
Social Engagement Maturity
Conversations
Call centre displacement
Sentiment analytics & insights
Market segmentation
Understand the customer
Competitive analysis
Provide expertise
Customer communities
Product feedback
Offering improvement
Let’s talk about digital transformation
You don’t need a digital workplace,you need a workplace for the digital age
… and the digital workplace
Let’s talk digital workplaces
“a digital workplace isa collection of digital systems
that employees use to get work done”
Digital workplacesshould encourage
employee engagement
with each otherwith leadershipwith partners
with customers
Digital workplaces are keybecause they are wheredigital transformation
meetspeople
Because digital transformationrequires a
#NewWayToWork
…to enable and encouragenew behaviour,
culture and processes
… which is essential fordigital transformation success
But the digital workplace
must be designed
to encourage
employee engagement
if it is to enable successful
digital transformation
Design is not just what it looks like & feels like. Design is how it works.
- Steve Jobs
So don’t just think in terms ofthe tools you give employees
Design employee journeys aroundwhat you want your employees to do
A unifying approach to enhancing employee engagement and productivityDesigning Employee Experience
http://bit.ly/IBMDEE
Designing the workplace
Culture
Social
engage employees in conversations with customers
collaborate withpartners to
servecustomers
betterencourage
employeesto collaboratenot to compete
with each otherInternal External
open upaccess to
knowledge &expertise topartners
engagecustomers via social networks
web, mobile, voice & video
provide anopen, simple,integrated,collaborativeworkplace
This sort of engagement requires new employee behaviours
Culture
Technology
SocialEngagement
engage employees in conversations with customers
collaborate withpartners to
servecustomers
betterencourage
employeesto collaboratenot to compete
with each otherInternal External
open upaccess to
knowledge &expertise topartners
engagecustomers via social networks
web, mobile, voice & video
provide anopen, simple,integrated,collaborativeworkplace
Which need to be encouraged by their collaboration tools
Real Story Group Digital Workplace Reference Models
PurposeImplementation
Employee CentredEnterprise Architecture
An Employee Centric Model is key
“Better adoption is a by-product ofshaping systems explicitly to
address employee needs and usability- not just addressing enterprise requirements”
… and adoption is required to drive change
IBM’s internal digital workplace
The Future of HR
Generate Value
Activate Potential
Evaluate Talent
Anticipate Opportunity
Cognitive HR
Actively listening to employees to gain insight into operational issues and risks through direct and indirect channels generating even greater value from the workforce
Prepare employees to succeed and activate their potential by using systems of engagement, informed by insight, to deliver just in time training, coaching, mentoring and access to expertise
Engaging with the workforce offers additional insight into their performance, expertise and potential and makes evaluating talent an ‘every day’ activity
Go beyond reactive resourcing or planning, to proactively engage with talent and use systems of insight to anticipate opportunities and needs
#NewWayToSell2016
From collaboration to engagement: the future of work
Stuart McRae | Executive Social Business Evangelist@smcrae www.smcrae.com [email protected]
Thank you.