Thursday, February 26, 2015

Notes day 3 IntraTeam Event Copenhagen 2015 #iec15

As I did yesterday, I'm sharing my (rough) notes with you all. Please find them below. Others are live-blogging the conference. Please follow them as well. I pointed to their blogs yesterday.

Dave Snowden, The organization as a loosely coupled network

About systems, cognition and the patterns of those.

Three functional types of systems:
  • Ordered: Order is cool, but after success we get seduced by it.
  • Chaotic: no boundaries or structure
  • Complex adaptive system (co-evolution): We’re moving away from content to linkages that are defined by people.
These systems work in very different ways. Illustrates this with the ‘7/8 year old children party’.

Refers to the Cynefin framework, a sense-making framework. Some remarks Dave made related to the framework:
  • If you’ve done two interviews you already have a hypothesis that is hard to give up.
  • Complexity requires more management than in the ordered domain, but the management is different. It’s about creating safe-to-fail experiments. It leads to a dramatic reduction in costs and managerial stress.
  • Failure is better for learning than success. If you copy best-practices you will never innovate.
The future is distributed. Dave says there will be no intranets in the future. We will work with something like a bundle of apps. This fits better with how organizations work.

Snowden wraps up his talk with insights about human language (‘meaning is not found in text’), patterns (from ambigious, positive questions) and the importance of stories (collect them regularly, in real-time).

Arthur Turkstra, Bring out the best with Iris

Didn't take a lot of notes on this talk. I just listened. But, in short, Arthur shared his experience with design and his design principles for intranets.

One interesting statement I did write down is: Design for all humans. Human behavior is predictable.

David Gurteen, Conversational Leadership

The purpose of the Knowledge Caf├ę is to bring a group of people together to have a conversation on a topic of mutual interest.

The aims include:
  • learning from each other
  • sharing ideas and insights
  • gaining a deeper understanding of the topic and the issues involved
  • and exploring possibilities
It also helps:
  • connect people
  • improve inter-personal relationships
  • breaks down organizational silo’s
The process of the Cafe:
  • speaker makes a short presentation
  • poses a question (what makes a good question?)
  • small group conversations at tables
  • 3 rounds of conversation
  • whole group conversation in a circle
  • approximately 2 hours in total
Conversations are the lifeblood of the organization. Some even say conversation is the organization.

There are many tools to facilitate conversation: dialogue, knowledge cafes, peer assist, De Bono’s six thinking hats, brainstorms, etc.

David thinks we should move towards conversational leadership. Conversational leaders can be described in the following way:
  • modify their behavior to take a conversational approach to the way that we work and interact with each other
  • help build a strong social fabric and a sense of community by connecting people and helping them build relationships with each other
  • practice conversational methods daily such as peer assists, after action reviews and knowledge cafe's
Look for Conversational Architects in your organizations. David thinks managers should start with this.

Luke Mepham, Considering SharePoint in the Cloud?

Product or service, cloud vs. non-cloud, software vs service? Understanding these differences is essential when want to choose between SharePoint on premise and Office 365.

Customization was not possible for Office365 in the past. It's now possible. But MS doesn't allow anything that breaks the service. And Aviva learned to see this as a good thing. However customization is only allowed on a different server and that costs money. And don't except all requests for customization. Sometimes an extra service is better than a customization.
Upgrades, they were happy that they would always be the latest version. However... the upgrade is done whether or not it has any benefits for the organization. You cannot choose.
Security-wise Office365 is amazingly secure. It complies to ISO 27001, SAS70 Type II and EU Safe Harbor. Aviva also uses two-factor authentication to make sure the employee-side of security is covered.

Luke is also sure 'SharePoint' will move to the cloud. Some of the services (like Yammer) are cloud-based and will always be.

Final talk is by Anders Quitzau about 'Demystifying cognitive computing and putting Watson at work'. I didn't take any notes during this talk. Just listened and tweeted. You can find all the tweets by searching for 'IEC15'.

Wednesday, February 25, 2015

Notes from day 2 IntraTeam Event Copenhagen 2015 #iec15

I'm attending the 2015-edition of the IntraTeam Event in Copenhagen. It the 10th time it has been organized and it's my first time at the event. I'm writing along with the talks that I attended and will share my rough notes with you below. These are the notes from day 2 (- Day 1 was the workshop day. As I had to give a workshop I don't have any notes on Day 1. The slides for my/our workshop can be found here).

James Robertson, How design thinking is transforming

Intranets could do more with design. There are several tools to design intranets like:
  • Cardsorting
  • Tree testing (for instance by using Treejack)
  • Wireframing
  • Usability testing
James stresses that we should designing intranets that engage. Intranet should not only be useful (as he thought in the past), but also be beautiful. Employees look at it every day. It should delight employees. He shows several examples of intranets that do this:
  • Accolade
  • Calgary Board of Education (based on Sharepoint)
  • vxconnect, Virgin America's intranet
Also design should change the way of working. Coles – mycoles and Lakewood High School are shown as examples.

Theresa Regli, Evaluating mobile platforms for the enterprise
The main question Theresa will be addressing in her talk is: Should you go big or small when it comes to mobile technology? Big is go with Google, Microsoft, etc. But there are quite some best-of-breed smaller vendors.

What does enterprise mobile technology do?
  • it helps you with mobile app and mobile web experience development
  • services required by these mobile applications
Key players in the market are:
  • Infrastructure: e.g. IBM, Oracle, Salesforce, Adobe, SAP
  • Mobility specialists: e.g. Verivo, Appmobi, Xamarin
  • Niche offerings: e.g. Corana labs, July systems, Spring
The smaller vendors/specialist are much more focused on details and distributing to all types of mobile devices. The big guys focus on android and ios and that’s it.

What exactly are you trying to do?
  • simpler b2c (consumer apps)
  • b2e applications
  • location based
  • online and offline
  • mobile websites (make websites responsive, one-on-one conversion)
  • etc.
Theresa doesn’t think there’s a case for a complete native app for the intranet.
Hybrid apps: downloadable applications but the core uses standard web technologies.
Make sure you have a strategy and choose between a native app or responsive intranet and something in-between.

Closing thoughts
Select big infrastructure if:
  • already invested in them
  • need capabilities to mobilize other products with the suite
  • enterprise concerns more important than breadth of functionality
  • mostly suitable for b2e scenarios
  • usability focused on hybrid approach
In other situations go for a niche vendor.

Dana Leeson, Complicated business management systems made easy

Works for BSI, British Standards Institution (global company)

How do we support our employees?

Shows an (ugly) screenshot of BSi’s assurance business management system just before 2014. They knew they had to do something.

Four separate systems had to be integrated into one (experience), that would manage 3000+ documents:
  1. assurance
  2. product certification
  3. medical devices
  4. standards & publishing
They structured the documents into 4 content types and x document types and x document categories. And assigned an owner. They developed a form with 20 fields to upload and share a document.

BSi wanted to make the system purely focused on work, not on things like news that don’t have to do with news for auditors.

The entry point to the new systems gave a simple overview of updates and comments and links to useful pages.

The users like the system because it’s easy, gives a good overview of work and the documents can be found.

This system is used by auditors and is audited by auditors.

They thought this project would be done in 6 months, it took them 2 years. Know your internal limitations. External examples of speed don’t always work in your organization.

Perttu Tolvanen, Intranet systems beyond SharePoint – overview of the best alternative

You need to understand the philosophy behind systems you can use as an intranet platform.

Make sure you draw out how the (intranet) system relates to other systems. It can help you select the right intranet platform.

Perttu sees 2 trends:
  1. Social layer for the enterprise. Many of the older intranet system providers haven’t found the answer to the social layer.
  2. Microsoft and the cloud. SharePoint 2013 is a dying platform. All investment is in Office365.
And he distinguished between different types of intranets for which different platforms are right:
  1. Social publishing, e.g. Episerver, Confluence, Umbraco, Jive
  2. Complex social publishing (SharePoint doesn’t support this), e.g. Episerver, Drupal, Umbraco. These platforms also support mobile strategies as well.
  3. Management portal concept (hard to move to the cloud), e.g. Liferay, exo, ibm, SharePoint, Oracle
  4. Social publishing and teamwork, e.g. SharePoing, Confluence, Jive, Dropbox
  5. Social publishing and teamwork and document management, e.g. Dropbox, Alfresco, Liferay, IBM
Tomorrow we'll continue with notes from day 2 of the event.

Others are live-blogging the event, please refer to Sam Marshall and Wedge Black's blog.

Friday, December 12, 2014

Tools from #SocialNow 2014

Now that plans are being made for the next edition of SocialNow, it’s a good time to post some of my notes from the previous edition. I’m really looking forward to the next conference and hope to meet you there!

Special conference
As you my know SocialNow is special conference. The structure is very different from other conference. The whole idea is to help you (the audience) listen to and select the right internal social platform for your needs. This is done by asking vendors to present to a fictitious company with real-life needs and convince them that your platform is fit for their needs. The company is supported by ‘consultants’ with expertise in IT, design and business. And of course the audience may ask questions as well. Here we go:

Talks and tools
The vendor presentations are mixed with several keynotes by Tim Walters, Louise McGregor, Luis Suarez and Euan Semple. I’m not going to summarize those talks. I do want to share my notes about the vendor presentations and round up with some closing thoughts.

Hoozin: Does auto-translation of content, runs on top of Sharepoint, wants people to work with Hoozin in the context of their day-to-day business, employees are invited to join communities instead of forcing them to work in one.

Exo: Microblogging, integrated call feature, users can also assign tasks to content, document sharing and collaboration (extensive DMS features). It looked like they also summarizes interactions, but they don’t. It’s open source software and has a multi-lingual interface. They have a plugin for real-time translation of updates. The mood widget gives insight in the sentiment of the feed, page or platform as a whole (to HR). Exo also has an app.

Jive: Very extensive social platform. They provide rich social profiles (with skills, endorsements), inscreen document viewer, recommends people and documents to users, etc. A share widget that can be installed in your browser helps share external stuff you find in Jive. Jive also has an app.

Knowledge Plaza: They have rich profiles, apply facetted search everywhere, wiki functionality, syncs with Dropbox, Skydrive and the like, versioning on all content, light-weight workflow, also responsive design.

TeamGum: Launched at SocialNow. They want to integrate all external platforms so stuff can be shared internally. Searching in Google gives results from TeamGum. They are focused on information and knowledge sharing and discovery. They too provide a widget to share stuff to your network from the browser.

Jamespot: Focused on social action. They provide: approval of updates (workflow), structured collaboration, keeps an overview of your business goals and reports to you on them, can push information to newsletter and narrow casting platform (to connect to people without screens).

Xwiki: They’ve been to all SocialNow conferences. They had a good presentation on use cases like finding experts, peer assist for new employees and sharing news online instead of via email. I love the comment and track changes features on content, they have. Xwiki is responsive, workflow can relate to roles/rights and change based on the phase of the workflow.

BlueKiwi (owned by Atos): Atos is the no email company. They wondered how they could unclog the personal feed. They apply the GTD-methodology to social solutions by using labels. Bluekiwi events is connected to Outlook Calendar. You can also forward an email to Bluekiwi. Updates from other systems can be posted to the application using the api. They are also thinking about moving email to this platform.

HIGHQ: The core is a microblogging stream. You can add/track milestones and Todo’s. There’s support for meetings and projects. A neat feature is that they offers encryption on files so that an employee can’t share files outside of the project space. They can create newsletters automatically (summary of interactions). You can easily invite externals to rooms. HighQ has an app.

SAP Jam: In the presentation they focused on the process of social onboarding, New employees are supported to follow the right people and join the right groups. Their vision is not have social for the sake of social. Core of Jam is the microblogging stream. They also have polls, ranking, broadcasting via video functionality. Jam has an app. Profiles are filled with endorsements. Externals can be added to groups if needed. Unique is the fact they integrate with ERP, CRM and the masterdata of the organization.

Twoodo: The whole application is built around tags. Even priorities of tasks are (managed with) tags. They provide a Zen mode to focus solely on work and tasks. When you marks an update with the tag #question the application categorizes the update as a question and asks people to answer it. You can also send emails from Twoodo,. Every change/edit is logged.

IBM Connections: IBM is working on the integration of email with their internal social and collaboration platform Connections. Connections has an extensive features set. Core is the rich profile and microblogging functionality. Profiles are greyed out if someone doesn’t work for IBM anymore. In this way you still know he contributed and where that person can be found now. Connections integrates with unified communications and SharePoint. The files are managed by Sharepoint but are shown in Connections.

Striking
There are some things that really strike me when listening to and thinking about these vendor presentations. First of all, not very many vendors are good at presenting based on a concrete company case. Most of the presentations start with a short summary of what the company needs and then goes right into talking about all the features the vendor has. The one’s that do really relate to the needs of the company are loved by the audience, the one’s that don’t relate to the company are almost thrown out of the room… I think there’s a huge opportunity for vendors here.

Enterprise solutions vs startups
Secondly, there’s a big difference between presentations from enterprise solutions and start-ups. The start-ups have more visionary presentations and come up with new features, the enterprise vendors have what all the other enterprise vendors have. Most enterprises will go with the latter anyway. For that reason I’m surprised they don’t relate more to the issues (large) companies have, like security, outside-in collaboration, etc. Related to this: enterprise vendors are very vague about pricing, even though that question is asked to them every time. Why not provide a clear pricing outline? At least this leads to the fact that the audience will trust you a bit more.

Innovation on the edges
Finally, it is clear that innovation happens on the edges. All new ideas, concepts and features are presented by the new vendors. The enterprise vendors is all about completeness of the feature set and ‘me too’. With all the development power large vendors have, you would think it would be the other way around…

Asking the right questions
And final finally, SocialNow clearly helps the people who are looking for a new internal social platform or are looking for ways to solve real problems in their company to ask the right questions to vendors. It helps you drill through the marketing talk and really understand what they are about.

Thursday, December 11, 2014

Is intranet personalization of no value?

Personalization of intranet homepages has been a big topic for years now. Recently some results from a survey were shared and analyzed by Andy Jankowski, I was most surprised by the data about personalization (and left a comment there). According to the research from the Worldwide Intranet Challenge personalization has a negative impact on the way employees value their intranet.

My intranet
I know there is research that says only 20% of the employees personalize their intranet when they can. But the above-mentioned conclusion is contrary to all my experiences. When we do intranet strategy and design work for companies, almost all ask for some form of personalization. This doesn't have to mean they will use it, I think. I think employees says this when they ask for personalization: the intranet is fundamentally mine, so I want to be able to tweak it in such a way that it fits my daily needs, not Communication's or IT's needs.

Levels of personalization
What kind of personalization are we talking about here? It’s nog clear from the survey results. Is the personalization we're talking about here comparable with iGoogle-type personalization?

In my experience there are 3 levels of personalization:

1. the system does it for you based on your profile, location, etc.
This is also called personification. In most organizations this has failed horribly. Employees hate when the systems decides for them. But there seems to be a subtle balance here: some automatic personalization is good, but too much is irritating. In any case: users want to understand why they automatically get to see certain content and functionality (to be able to correct the system if necessary). Currently work is being done on learning intranets. I think this is interesting, but employees will still want to understand how the learning algorithm (artificial intelligence) learns, concludes, infers, etc.

2. the homepage design is fixed but you can personalize the content of some of the widgets/boxes
So the elements on a homepage are predefined, but employees can select 4 out of 10 news categories, they can decide who to follow, they decide which updates from projects they want to see, etc.

3. the homepage is not fixed, every user can 'design' his/her own homepage, no two homepages look alike
This is usually a combination of 1 and 2 plus an iGoogle kind of interface. We have several customers with this type of intranet. About 80% personalize in the iGoogle way.

Personalization and design
Another thought: there are also design considerations here. The fact that some users don't value personalization can also have to do with the way they've experienced it. I've seen many horribly complex implementations of personalization with ditto design... In those cases I would want to personalize my intranet either.

Personalization and the web
And finally: why do we personalized so heavily on the Internet? The Internet and intranet are different things. But how we use the web teaches us that we love ‘pull’ and ‘personalization’. Just look at the way many build personalized feeds based on RSS, following, hashtags, etc. And also think about all the different apps we use. A quick peek at someone’s smartphone homescreen teaches us we personalize heavily. I’m sure this goes for internal as well if we give it to employees in the right way.

Share your experiences
I’m really curious what your experiences are with personalization. Whether you work with your company’s intranet or you develop intranet platforms for customers. Please leave a comment and will continue the discussion.

Thursday, November 20, 2014

More succes. Less content. Real results @TPLDrew #congrescm

Last up at the Content Marketing and Webediting conference is Andrew Davis. His keynote was about less content with more success. I really enjoyed listening to this talk. Lots of examples that I can hardly share in a blogpost. I'll link to the presentation as soon as it's published somewhere.

Key messages from his talk were:
  • We should create content brands, not branded content. It must relate to a subscription. Build a relationship with your audience before they need you.
  • Content brands build relationships, relationships build trust and trust drives revenue.
  • How do you do that? Think like a tv executive.
He had 5 secrets to achieve this (of which I missed one... sorry, it's been a long day):
  1. get rich, focus on a niche
  2. think in fractals, explore your niches
  3. exploit content holes
  4. … missed this one (will look it up and update this later…)
  5. create a hook
That wraps up a great conference, although I'm biased because we organize this conference. Happy to say I spoke to many smart and interesting people that felt the same about today as I do.

Wat maakt content overtuigend en viraal? @mcoster #congrescm

Micha Coster is de derde keynote tijdens het congres contentmarketing en webredactie. Zijn verhaal gaat over overtuigende en virale content. Hierbij wat 'notes' van zijn verhaal.

We nemen ongeveer 600 beslissingen per dag.

Wat zijn de mechanismen onder de keuzes die mensen maken?
  • Witte jas (autoriteit): als iemand in een witte jas wat zegt, dan nemen we dat serieuzer
  • Meer=belangrijker: als meer mensen het doen, dan doen we het sneller
  • Sympathie: mensen zeggen ‘ja’ tegen personen die ze kennen en aardig of sympathiek vinden
Deze punten kun je ook toepassen op content. Denk aan: review sites, sites om vakanties te boeken (met review en doelgroepencategorie├źn), wat experts over producten zeggen en ‘x anderen kochten ook’.

Tenslotte gaat hij nog in op de vraag wat content viraal maakt? Daar is onderzoek naar gedaan. Virale content ont
  • Maakt gebruik van 'word-of-mouth' (want het is overtuigender en gerichter)
  • Vertelt een verhaal
  • Speelt in op emotie
  • Heeft een trigger

Give your cross-media approach wings @nozurbina #congrescm

Second keynote at the Content Marketing and Webediting conference is by Noz Urbina about going omnichannel. Here are my notes of his talk.

Do you know the difference between multi- and omni-channel? Noz will answer this question during his talk.
Overt selling has given way to problem solving. Sweeping statements have given way to conversation-like message. (Rose)
Good example of omni-content: cards Google is showing based on searches. E.g. showing the opening times of a supermarket when you Google for it, instead of showing you a link to the site of the supermarket.
There are more and more channels and there's more and more need for personalization of content.
We’re realizing content is the strategic business asset, not the deliverable that wrap it. Content is vital across channels.

We must:
  1. fix the content (make it media-agnostic; make is reusable, well-modelled; apply semantic metadata; apply audience, applicability and context metadata to decide where and when to route it)
  2. assemble and serve more intelligently (manage systems that understand the content; etc)
Ad 1. Distinguish between Content, Models, Users, Scenario's and Outputs This links the world of UX to the world of content. The content model is the backbone of adaptive, cross-media, omnichannel content strategies.
Ad 2. It's not about the cms anymore. We need to think in layers: Create (authoring tool(s)), Manage (CCMS), Serve and transform (processors/api's), Publish and measure (WCMS). Then you can serve to everyone, channels, specific people. Also can relate to CRM's and translation management systems.

Omnichannel is when you take your content/assets and maps them to the phases of your relationships. This is not the same as multi-channel. Google understand this and tracks it with Google Universal Analytics.

In summary:
  • Who are you really talking to?
  • What content, format, model?
  • When should you personalize?
  • Where: device, channel, layout?
  • Why, updated valued-prop?
  • How will you create, govern, publish and measure?