Here’s a common scenario in organizations struggling to increase openness and collaboration:
Aaron figures out a work around in a finance system that will save time and money. Knowing it’s value, he emails the information to his manager, Susan. Susan acknowledges Aaron’s innovation in a glowing reply. Aaron continues to use the new process but the organization gains little.
Aaron’s organizational communication system has conditioned him to act automatically and maybe unconsciously. His habit is one where when he finds relevant information, he shares it in a way that provides him a reward. This is the Habit Loop Charles Duhigg wrote of in his book, “The Power of Habit: Why We Do What We Do in Life and Business“, and I think it holds the key to helping organizations advance their efforts to be more cooperative and collaborative.
When we want to improve our health, we often have to make small, difficult choices like climbing the stairs rather than taking the elevator. Similarly, if we want to improve our organizations we need to make small, difficult choices like starting a debate, engaging the strangers within other departments, and being critically honest.
Enterprise Social could do better by doing less. In an effort to make social tech more like public social tools, vendors have actually made the tools less social by making them easier and familiar. Yes, ease of use is positive as it is all about adoption but adoption is the vendor’s end game, it can’t be the goal of organization. For example by simply “liking” or adding a GIF or emoji as a comment, we end the potential for conversation before it can really start. This is fine outside the organization as people flit from post to post in Facebook, yet how many times have you seen anyone there ask “I see you liked my comment. Why?” Maybe it was obvious but maybe not. And similarly when we choose to hold critical discussions in private groups, groups typically formed around function or departments, we cripple the opportunity for diverse opinions and ideas – those things that truly advance organizations.
Given the dismal state of employee satisfaction/ engagement today, should the goal of social tech be only to help get work done or do we want to have it help us challenge how and what work gets done?
If you want to make things better the next time you have something to share or something to add, remember that although the elevator is available, you can and should take the stairs.
Let’s take a moment and look at the idealistic, hopeful “promises” (the promise so many still speak of and fight for at least those who haven’t gone “corporate” so to speak) we saw emerge from around 2007 and compare them against the “common reality” we see in many organizations today.
Promise: Organization-wide transparency & openness
Common Reality: Organization-wide monitoring, measuring, judging and manipulating
Promise: B2B and B2C networks
Common Reality: Another sales channel
Promise: Social platforms to make work easier
Common Reality: Social platforms are another layer of work
Promise: Social Leadership
Common Reality: Executive broadcasting
Promise: Online customer communities
Common Reality: Customer service system
Promise: Platform owned by the workforce
Common Reality: Platform owned by IT
Promise: Increased connection for employee community building
Common Reality: Increased connection for expected employee work collaboration
Promise: Make work more human
Common Reality: Make humans work more (always connected is expected)
Of course this is not the truth for all organizations, some are meeting many of the promises but I don’t think that is the norm by a long shot. And this post isn’t meant to be a cry of surrender but rather a call to action. If you see it this way too, we need to be asking – Can we ever reach the true promise of (enterprise) social technology and if so, how?
Do we live in a magical age or do we merely live among many magicians?
working out loud requires guidance
“micro-learning” is a new approach for a new age
the year you were born determines your values and needs
community is any group of people using social tools
we learn differently in the last 10 years than we did in the previous 10,000
the experience API (xAPI) tracks what you’ve learned
social learning requires a platform
Now, you’re looking for the secret. But you won’t find it because, of course, you’re not really looking. You don’t really want to work it out. You want to be fooled.- The Prestige (Film, 2005)