Working Hard or Hardly Networked?
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Transcript of Working Hard or Hardly Networked?
BROUGHT TO YOU BY
The IT End-User Disconnect
Today, employees have more communication options at work than ever before, from traditional desk phones and email to social collaboration apps, video conferencing and unified messaging.
Many IT managers, however, are hesitant to invest in new collaboration technology, claiming what they’ve already implemented is not being used. This study discovers why most unified communications and collaboration implementations fail, and what your organization must do to increase user adoption and employee engagement.
STUDY METHODOLOGY
Softchoice, one of the largest technology solutions and managed services providers in
North America, set out to discover IT departments’ processes and priorities around unified
communications and collaboration rollouts, training, and support.
They surveyed 250 IT Managers and 750 line-of-business employees to determine the impact
typical UC and collaboration rollouts have on employee communication habits, preferences, and
workplace satisfaction.
COMMUNICATION TOOLS BY THE NUMBERS (AND HOW REGULARLY EMPLOYEES USE THEM)
MOBILE PHONE
68% 69%
SCREEN SHARING
60% 8%VIDEO CONFERENCING
70% 5%
DESK PHONE
86% 82%SOCIAL COLLABORATION
40% 10%
97% 95%INSTANT MESSAGING
68% 40%TELECONFERENCING
69% 12%
PROVIDED THE TOOLS USE THEM EVERY DAY
But rely on communications tools to collaborate most of the day
FINDING #1:
74% OF EMPLOYEES PREFER FACE-TO-FACE COMMUNICATION AT WORK
30% SPEND 5+
HOURS A DAY
26% SPEND 2-5
HOURS A DAY
26%
SPEND <30 MINUTES A DAY
IN FACE-TO-FACE MEETINGS…
1. It makes them more productive
4. It’s compatible with their mobile device
2. It’s easy to use
5. It lets them work from anywhere
3. It has multiple uses in one
There are 5 reasons employees will use it
FINDING #2:
WHEN IT IMPLEMENTS A NEW COMMUNICATIONS TOOL…
1. It doesn’t work properly
2. It doesn’t make them more productive
3. They already have too many tools to choose from
There are 3 reasons employees won’t use it
FINDING #3:
WHEN IT IMPLEMENTS A NEW COMMUNICATIONS TOOL…
• 1/3 of employees say they don’t receive training
• Of those that do, 1/2 say they get less than 30 minutes
• 71% of employees say, at most, they use half of a communications tool’s features
• 38% of employees say they have access to communications tools they don’t know how to use and thus never use
• 77% of employees say they’re not consulted before the new tool is rolled out
• 58% of employees say they’re not consulted on the tool’s usefulness post-implementation
FINDING #4: WHEN IT IMPLEMENTS A NEW COMMUNICATIONS TOOL:
FINDING #5:
THE CONSULTATION EFFECTEmployees that are not actively consulted on
communications tool rollouts are…
2x More likely to be
dissatisfied at work
18% More likely to have to troubleshoot
their own support issues
3x More likely to not see
themselves at their current employer long-term
THE CONSULTATION EFFECT CONTINUED...
Employees that are consulted on communications tool rollouts are…
18% More likely to feel the tool
makes them more productive
23% More likely to be satisfied
in their current jobs
26% More likely to feel they’re given the tools to do their best work
But they should enhance, not detract from, the meeting
FINDING #6:
MOST EMPLOYEES USE COLLABORATION TOOLS IN MEETINGS
69% OF EMPLOYEES USE WIRELESS COMMUNICATIONS
TOOLS IN MEETINGS
76% OF THOSE EMPLOYEES SAY
THEY’VE BEEN DISTRACTED BY THEM IN MEETINGS
FINDING #7:
TALKING ABOUT MY GENERATION
• Millenials are more likely to bring communications tools to meetings
• Suprisingly, we found that baby boomers are more likely to be distracted by them
• Millennials are more likely to say that having many communications tools at work makes them more productive
• Millennials are also most likely to know how to use at least half of a communications tool’s features
FINDING #8:
COMMUNICATION BREAKDOWN
How hard is it to implement and support communications tools?
4 out of 5 IT managers say < 25%
of support calls are related to malfunctioning communications
tools
11%of IT managers that haven’t
integrated voice, video & data in one solution plan to do it soon
2 out of 3 IT managers think UC solutions are
easy to manage post-implementation
44% of IT managers found it difficult to
implement a UC solution
54% of IT managers seek the help
of a third party solutions provider for UC implementations
FINDING #9:
OUT OF OFFICE
Understanding user behavior beyond the firewall
49%
of employees work 5+ hours a week outside the office. Most are beyond business hours
85%
of IT managers support communications tools outside office hours
68%
of IT managers think the variety of communications devices employees access creates security risks
Unified communications and collaboration tools have the power to accelerate productivity, bring people together and increase employee engagement. However, most UC implementations fail because employees are left out of the process.
There are two critical, often overlooked, components to a successful implementation:
1) Long before any technology decision is made, organizations must first understand their own culture, employee work habits and productivity needs to find the right technology fit.
2) Once the tool is deployed, organizations must engage employees with a robust communications and adoption strategy to help them learn to use the tool and, more importantly, appreciate how it makes their everyday jobs better.
Implementing and using the technology is the easy part. Unleashing your employees’ potential through that technology takes strategic planning, great communication, and superior employee engagement.
CONCLUSION
It’s about people , not technology
2. COMMUNICATE Make it clear to employees what the new tool will solve for them
3. EDUCATE Thoroughly train employees on
how to use the new tool
4. MEASURE
Set objective, measurable adoption goals and benchmarks pre-rollout and monitor progress
5. REPEAT
Continually seek employee input, address employee hesitations and
measure user adoption
1. CONSULT
Survey and create a vision by talking with employees to understand what
will make their jobs easier
RECOMMENDATIONS
5 Steps to ensure a successful communications tool rollout
CONTACT US
WWW.SOFTCHOICE.COM/SERVICES1-800-268-7638