The Workplace of the Future - #iic13
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Transcript of The Workplace of the Future - #iic13
© 2009 IBM Corporation
Workplace of the Future at IBM
Luis SuarezLead Social Business EnablerBlog - http://elsua.net Twitter - @elsua
Acknowledgements: Barb Mathers (@barbmathers) - Director, Workplace & Collaboration Solutions
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© 2013 IBM Corporation
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Demographics
433K employees + contractors
170 countries
2,800 locations
100+ acquisitions since 2002
50% with less than 5 years experience
Over 50% are mobile
A globally integrated enterprise -- business in a smart, connected world
The multinational era -- replicatingThe international era --
exporting
20thCentury
21stCentury
Employee work trendsWorking where I want, when I want …
■ with the information that I need (data, applications, web access)
■ using any available connectivity type (wireless, high speed, secure VPN and disconnected)
■ using any corporate approved device (laptop, smartphone, tablet)
■ with the support that I need (voice, web, globally, 24x7)
Work is no longer a place!
IBM demographics and work trends
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Experienced workers(aged 50+)
Mid-career workers(aged 35 - 50)
New generation workers(born after 1980)
wisdom and intellectualcapital of the organization
essential professionalsand middle managers
critical to long-termviability and innovation
email instant messaging social
...generational shifts are unleashing different work styles
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...and different work expectations
“how important is EXTERNAL social networking in performing your job?”
Length of tenureLength of tenureLength of tenureLength of tenureLength of tenure
Total <5 years 5-9 years 10-19 years 20-24 years
25+ years
I am willing to share my expertise publicly with people outside of IBM.
37.1 35.7 38.9 38.7 38.5 33.6
Maintaining a profile on an external social network enhances my professional reputation.
41.9 46.9 43.9 40.3 35.3 27.5
Sharing my expertise is important for my professional development.
53.2 59.2 55.5 50.5 46.4 36.6
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...and different work expectations
“how important is INTERNAL social networking in performing your job?”
0 15 30 4560
10+ years<5 years
Overall
2012
SomewhatVery
0 13 25 3850
10+ years<5 years
Overall
2010
SomewhatVery
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Workplace of the Future
The Workplace of the Future is our response...
The Workplace of the Future creates innovative capabilities that enable work to be performed anywhere, anytime, with anyone, in a secure and socially collaborative way, furthering IBM's leadership as a smarter workforce.
•Virtual desktops
•Social
•Anytime / anywhere
•Audio / video
•Collaborative
•Mobile / BYOD
•Cloud
•Secure
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What we've done to establish the foundation
1. We continue to strengthen our core collaboration capabilities
2. We deployed a social computing platform to enable collaboration
3. We support device flexibility
4. We evolved our “intranet workplace” to include collaboration and social
5. We are taking new approaches in how we listen to and communicate with our employees
6. We are moving away from a one-size-fits-all model
7. We developed a social business governance plan
...for the Workplace of the Future
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■ Email– IBM Notes
• All employees using Notes as email• ~40M emails exchanged daily• 292K iNotes-enabled
■ Instant messaging– IBM Sametime
• 320K unique users daily• 250K concurrent users during peak
load• 50M instant messages per day (10M
in 2009; 5M in 2008; 2M in 2007; 1M in 2006)
• 578 messages per second■ Video conferencing
– Sametime video pilot underway
■ Web meetings– Sametime meetings
• 21M Web Conference Connection minutes per month
– SmartCloud meetings• 41M Meeting Connection
minutes per month
■ Office Productivity Tools– Symphony deployed to all
employees
■ Web collaboration– IBM Quickr Domino– 8,416 Quickr Places– 4.25TB of data– Members = 173K
• IBM Internal: 141K• External: 32K
■ Soft phone– 50K employees using
Sametime Unified Telephony (SUT)
1. We continue to strengthen our core collaboration capabilities
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Home pageSee what's happening across your social network
BlogsPresent your own ideas, and learn from others
CommunitiesWork with people who share common roles and expertise
FilesPost, share, and discover documents, presentations, images, and more
ProfilesPost updates to your board and find the people you need
WikisCreate web content together
Social AnalyticsDiscover who and what you don’t know via recommendations
ActivitiesOrganize your work and tap your professional network
BookmarksSave, share, and discover bookmarks
ForumsExchange ideas with, and benefit from the expertise of others
2. We deployed a social computing platform to enable collaboration Empowers users to be more innovative and
helps them collaborate & execute more quickly with dynamic networks of co-workers, partners and customers.
IBM ConnectionsSocial Software for Business
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Profiles: all IBMers
Communities: 102K public & 101K private online communities
Wikis: 113.6K wikis, 1.86M pages, 120.4M views
Blogs: 482K users, 89K blogs, 296K entries
Bookmarks: 69K users; 1.7M bookmarks, 5.01M tags
Activities: 714K users; 457K activities, 9.02M entries
Files: 1.53K files shared, 57.1M downloads
Forums: 208K files shared, 1.05M topics, 3.35M posts, 191K users who have posted
Social software adoption in IBM
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3. We support device flexibility
BYOD (bring your own device) is a corporate program that allows employees to use a personally owned device for work instead of, or in addition to, a corporate-issued device.
Employee satisfaction: allowing employees to choose a device that they prefer; no longer a one-sized-fits-all model
Increased productivity:supports employees being able to work when they want, where they want, using mobile devices
Why BYOD?
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4. We evolved our “workplace” to include collaboration and social
1996: w3 Intranet operated by Corp. Comms (17k/day)
2000: One IBM Single Portal Strategy (500K/day)
2004: Role-enabled workplace (2M/day)
2009: Collaboration platform
2010: Social enterprise: internal/external
2010+: Workplace of the Future
1996 w3
intranet
2000 CommonFunction
2004 Role-enabled
workplace
2010+Workplace of the
Future
2010 Lotus Connections
Social Enterprise
2008Self-deployment,
Web 2.0
2009 Collaboration
Platform
Consumption ---> Participation
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5. We are taking new approaches...
...in how we listen to and communicate with our employees
Social analytics* Workplace Effectiveness
Surveys Global Information Technology
Satisfaction Survey ibm.com Satisfaction Survey Web traffic metrics
Search Effectiveness metrics Jams Employee Focus Groups Full transparency about our IT
plans* Social IT Help* Crowd-sourced online help
content*
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Additional Personas: * IBM Office based employee * Work at home employee * Frequently travelers and acquisition employees * Employee with high technology adoption * Low technology adoption * Employees with accessibility requirements
Customer Facing IBMer
Characteristics- Sales, Consulting, Project Management- Highly mobile
IT Requirements- Access intranet resources with mobile device- Needs lighter weight laptop or tablet- Flexibility in e-mail quota
Current IT Environment- Most have laptops for ease of travel- Approx. 2/3 regularly use Smartphones- Collaboration tools usage is very high
Growth market employee in support role
Characteristics- Customer support, application delivery- Works from IBM offices
IT Requirements- Requires low cost workstation- Simpler software update solution- Limited remote access and mobility needs
Current IT Environment- Many use Desktops - Collaboration tools usage is low- Network infrastructure is unreliable
Manufacturing employee
Characteristics- Manufacturing and Hardware development- Works in plants and labs
IT Requirements- Simpler software update solution- Critical members need Smartphones for monitoring
Current IT Environment- Uses shared workstations- Low use of smartphones and collaboration tools
Research and Dev. IBMer
Characteristics- Researcher, Software and Hardware developers- Works from IBM offices or home offices
IT Requirements- Requires powerful workstations for development- Interested in using personal Smartphones
Current IT Environment- Most have high powered workstations- Collaboration tools usage is high- Early adopters of new technology
General IT user
Characteristics- Admin. Support, Operations, Finance, HR- Works from IBM offices
IT Requirements- Requires e-mail, web browser, Sametime, office productivity tools and some business applications
Current IT Environment- Most have laptops with basic capabilities- Collaboration tools usage is moderate- Uses pre-defined set of applications
Employee in executive role
Characteristics- Highly mobile- Frequent travelers
IT Requirements- Access intranet resources with mobile device- Needs lighter weight laptop or tablet- Requires basic set of applications
Current IT Environment- Most have laptops for ease of travel- Most use Smartphones regularly- Collaboration tools usage is very high
6. We are moving away from a one-sized-fits-all model
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Tablet target Virtualization
target
Virtualization target
Tablet target
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7. We developed a social business governance plan
2005
2008
2011
2009
2010
Conducted enterprise risk assessment
Published Social Computing FAQs
Added social module to Business Conduct Guidelines
Updated Computing Guidelines (3.0)
Social Computing added to the IBM Enterprise Risk Map
Risk assessment conducted, and risk management process established
Established the Social Business Management Council* with cross-IBM participation
Established project office to support Council decisions and execution
Addressing security specific concerns as part of security governance
* The Social Business Management Council ensures that IBM takes full advantage of social media to drive business benefit while managing the potential risks associated with employee use of social media.
Employees wrote blogging guidelines
Blogging guidelines updated and reviewed to produce the Social Computing Guidelines
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Summary: Workplace of the Future Guiding Principles
■ Work at IBM will be done by open, interconnected, global communities where knowledge is collective and accessible.
■ Contribution is immediate and utilized to create the highest value for IBM, its clients, and the world.
■ The workforce will be flexible and agile; adapting to the changing needs of the business.
■ Work will happen anytime, anywhere, on any trusted device, in any language.
■ The tools of work will be easy to use, seamless, and always available.
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Backup
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Four themes define the Workplace of the Future
Time Flexibility Team Flexibility
Device Flexibility Location Flexibility
Time flexibility supports work / life balance and business needs.
Device flexibility allows employees to use the device that works best for them.
Location flexibility supports employees working where they need to work.
Team flexibility supports the business needs of dynamic and fluid teams.
Workplace of the Future
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Using my personal computer, I join a project status review call with team members in Europe and the US.
6:00 AMI meet the finance team and work on financial projections for the quarter. I use my IBM Tablet to view the projections.
9:00 AM
After lunch, I go to a client location for a presentation. I download the presentation from an external Connections Community on my IBM Tablet.
12:00 PM
“As a US executive working in China, I am responsible for building a new development organization. I use IBM Connections to stay connected with my extended team around the world.”
I attend a conference call on Marketing Strategy for a new product, then write a Blog on the new strategy.
Executive – A Day in the Life of Steve (Time Flexibility)
While driving to the IBM location, I dictate a to-do list using my personal, secure Smartphone.
1:00 PM
I meet a friend for lunch and use my personal Smartphone to check emails while I wait for him to arrive.
4:00 PM
Between 4:00 PM and 8:00 PM, I have dinner with my family and take my daughter to piano practice.
7:00 AM
I have breakfast with my family before taking my kids to school.
FLEXIBILITY
8:30 AM
Steve switches seamlessly between his IBM Tablet, his personal computer and his personal Smartphone (Device)
He uses IBM Connections to keep in touch with both external and internal teams. (Team)Steve takes advantage of his travel time by using IBM technology and his personal Smartphone. (Time)Steve is able to work in many locations using all his devices. (Location)
8:00 PM
= Time flexibilityLegend: = Team flexibility = Device flexibility
= Location flexibility19
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“I am a Development Manager in Germany responsible for Collaboration Products. I manage employees in the US, China and India.”
While waiting for my children to get on the bus, I text my manager that my team will need additional resources to finish development on time. I receive a reply text from my manager that I should submit a TopCoder request for additional resources.
After dinner, I write performance reviews for my employees and determine country-specific regulations for awarding performance pay.
I send an email to my manager requesting to hire a contractor for three weeks.
I attend a professional association dinner with managers from other companies and use my Smartphone to get directions to the restaurant.
8:00AM 10:00PM12:00PM
6:00PM
Manager – A Day in the Life of Kimberly (Team Flexibility)
Kimberly works with various types of team members to ensure quality, cost effective development of IBM Collaboration Products. (Team)
Kimberly has the ability to work at multiple places. She no longer “goes to work” but “does work.” (Location)She uses multiple devices depending on where she is what task she is completing. (Device)Kimberly enjoys Work-Life Balance. (Time)
At an IBM office, I connect my Android tablet to the IBM WiFi so that I can view presentation materials for a worldwide all hands meeting that I am attending. Meanwhile, I use my IBM laptop too submit the TopCoder request.
9:00 AM
While attending my son's sporting event, I receive an email back from my manager approving the short term contractor. I put in the request right away.
3:00PM
FLEXIBILITY
= Time flexibilityLegend: = Team flexibility = Device flexibility
= Location flexibility20
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"I am an SAP consultant in the UK working on a transformation project for a financial company.”
I use my IBM laptop to create a newsletter article and then I post it to Connections so that I can access it from both my iPad and personal, secure Smartphone to review the layout on different mobile devices.
On the plane, I respond to emails, on my personal iPad and log today's travel expenses in the WW Expense Reimbursement application and save as a draft.
In a taxi on the way to the airport, I receive a reminder on my personal Smartphone about a 2pm call with my US-based manager to discuss the agenda for next week.
Over coffee at the Starbucks, the IBMer and I discover we have similar interests and decide to partner on an idea for an IBM innovation project. I take notes on my personal iPad.
8:00AM
4:00PM
Consultant – A Day in the Life of Lisa (Device Flexibility)
Lisa has the ability to work at multiple places. She no longer “goes to work” but “does work.” (Location)She uses multiple devices depending on where she is what task she is completing. (Device)Lisa works with various types of team members to help effectively communicate new initiatives to help achieve
business goals. (Team)Lisa travels frequently to work with her US-based colleagues and manager, and enjoys Work-Life Balance wherever
sheis. (Time)
Then I post a Connections status message using my IBM laptop indicating l will be working from the Heathrow airport this afternoon.
10:00 AM
At lunch at the airport deli, I use the free wifi on my personal Smartphone to check Connections. I see a response to my status update, from an IBMer who will also be at Heathrow and would like to meet for coffee. I use Connections to look up their cell phone number and store it in my personal Smartphone.
2:00PM
I dial into my meeting and use my personal, secure iPad to take notes and sends them to the other attendees using the airport wifi. I also use my smartphone to text my colleague to meet at the airport Starbucks at 4pm.
3:00PM1:30PM
FLEXIBILITY
6:00PM
= Time flexibilityLegend: = Team flexibility = Device flexibility
= Location flexibility21
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At home, using my personal computer, I join a department meeting with my US-based manager to discuss status of potential leads. Then, I and post my final proposal to IBM Connections.
8:00 AMAt the Client site, using my personal tablet, I download the proposal and present it to the client.
11:00 AMI go to an IBM location and using the mobility center, I participate in a usability test to improve the usability of a new seller tool I will be using.
1:00 PM
“As a solution seller in India, I need to work in many locations - My home, client offices, hotels and while traveling.”
While at my son's sporting event, I receive an urgent text message from a colleague and respond.
Solution Seller – A Day in the Life of Ramy (Location Flexibility)
While on the train to the city I look up competitive information using my IBM Smartphone in preparation of today's meeting.
2:00 PM
I meet a person I mentor for lunch at a local cafe and use my personal tablet to review some sales tools with her.
5:00 PM
On the train ride home, I respond to emails, check my calendar for tomorrow, and post a status message on IBM Connections.
FLEXIBILITY
10:00 AM
8:00 PM
Ramy has a home office, but works in multiple locations throughout the day. (Location)Ramy switches seamlessly between his IBM smartphone, his personal computer and his personal tablet.
(Device)As a seller, Ramy needs to be able to communicate with potential clients outside of IBM as well as work
closely with various sales support teams within IBM. (Team)Ramy takes advantage of his travel time by using IBM technology and his IBM Smartphone. (Time)
9:00 AM
At home, using my personal computer, I compare benefit options in preparation for open enrollment.
= Time flexibilityLegend: = Team flexibility = Device flexibility
= Location flexibility22
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Social computing governance model for inappropriate use
•IBM benefits from a strong underlying foundation of trust and values. • An ongoing governance system is accountable for:
• Resolving user issues as they arise (i.e. ‘report inappropriate content’)• Creating and maintaining policies and guidelines
•Our focus is on education, not enforcement
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