The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0

The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0

Keynote at Intranets2014, Sydney, Australia

61ef1a66bfeee0f3c4ea32c451448cfe?s=128

Jonas Söderström

May 22, 2014
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  1. Parkinson’s Law and Bureaucracy 2.0 Jonas Söderström • Intranets2014 •

    Sydney The digital workplace: How to avoid
  2. @jonas_blind_hen #intranets2014 #bureaucracy2 #stupidsystem

  3. 1994 –

  4. Create new document

  5. Photo: Maria Ålbrant

  6. Enterprise software sucks

  7. The digital workplace as a cause of stress

  8. Angry, stressed, frustrated with IT 3400 2012 M T W

    T F
  9. Biggest source of frustration in the office? 1. Slow web

    applications 2. Computer 3. Printer 4. Boss 5. Meetings 1000 2012
  10. Sydney Morning Herald, 20 May 2014

  11. Sydney Morning Herald, 20 May 2014

  12. 0 5 10 15 Insecure 24h work On alert Dangers

    26 % Causing stress IT Systems 3700 2013
  13. from 145 to 313 clicks With new system Renew weapons

    licence mean 2 hr 52 m Write 1 report, shoplifting
  14. Typical causes

  15. Too many systems

  16. Treserva (social security system) WebbSotis (old social security system) Giraff

    (internal invoicing) Horisonten (accounting) Prognosprogram (economy) Winst (procurement portal) Rappet (client reports) Personec (HR reports) Time Care (work schedule) Winlas Webb (temps worked hours) Time Care pool (assigning temps) Lisa (accident reporting) Adato (rehabilitation process management) Offentliga jobb (recruiting) Telephone self-service system
  17. Karolinska University Hospital Library, Feb. 18 110 employees 117 systems

  18. Systems are different

  19. None
  20. Liza reports hours worked in two systems: one uses point,

    the other comma 1.5 hrs 1,5 hrs
  21. 1.5 hrs 1,5 hrs What happens if she uses a

    comma in the system that wants a point? 1,5 hrs
  22. System ignores comma and records 15 hours, without any error

    message. 15 hrs
  23. • Put in vacation plans - how often? • Hard

    to learn • ”...how did you handle this system, then?” • Even if each system is used quite seldom … • … some system is used each month or week. Used seldom, but ...
  24. x-ray delta one/flickr under a cc-license YOUR PROJECT

  25. The user’s experience pchweat/ ickr under cc-license

  26. Burden of vigilance

  27. None
  28. stupidsystem.org: The doctor that rocks the mouse Photo: Henrik Ahlén

  29. Inferior design

  30. 1 2 3 4 Next >> Basket Shipping Con rm

    Pay
  31. How to pay the invoice?

  32. But people are also ingenious

  33. Photo: Richard Gatarski

  34. Photo: Richard Gatarski

  35. Chores, not work

  36. Process managment Documentation ”Command and control”

  37. Controls my work ”in an annoying and unreasonable way” 8000

    2012
  38. ”... all the software designed to save us from administrative

    responsibilities turned us into part- or full-time administrators” David Graeber
  39. IT command & control +

  40. Cognitive load on an entirely new scale

  41. Sand Hill 2012 Enterprise systems study 17% end user productivity

    loss 300 ”The economic value of losses outweighs 100% of total IT spend. Ouch.”
  42. How can this go on?

  43. ”...we are stifled by administrative systems” Professors and teachers at

    Uppsala University
  44. –1% +6% +5% +4% +3% +2% –2% +1%

  45. C Northcote Parkinson

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  50. Parkinson’s law

  51. None
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  54. Bureaucracy 2.0

  55. Bureaucracy 1.0 Bureaucracy 2.0

  56. Growth of bureaucracy +6 %

  57. VALUE I suggest, IT systems are often really not about

    this.
  58. POWER It’s about power for management.

  59. None
  60. does NOT set concrete goals for new business system 85

    % ComputerSweden 2010
  61. 40 % abandoned f.ex. Chaos studies, Standish Group

  62. ”No clear reason or idea behind the IT system” 8000

    2012
  63. What to do?

  64. What you need to consider

  65. See the whole picture

  66. Fight bureaucracy ... even when it’s wrapped in IT.

  67. is like trying to get the toothpaste back into the

    tube Fighting bureacracy
  68. Find real business impacts ... not ”functions”!

  69. Jeremy Toeman/ Flickr If nobody is using it, it doesn’t

    matter how many smart functions it boasts. Value – positive impact – from IT is created in use
  70. Jeremy Toeman/ Flickr

  71. Cognitive load is real. You’re responsible.

  72. The whole team should observe users. Photo: Richard Gatarski

  73. Demand ”consumer- grade usability”

  74. © Jan Gulliksen, Bengt Göransson and Åsa Cajander 15 years

  75. But it’s not just about the interface.

  76. Are you really empowering users?

  77. Empowerment Trust Self-organizing Freedom Control Distrust vs

  78. See the whole picture Cognitive load is real Are you

    really empowering users? Once again:
  79. Further reading 1 David Boyle: The Human Element Gary Hamel:

    What matters now John Seddon: Freedom from Command & Control
  80. Further reading 2 Gojko Adzic: Impactmapping impactmapping.org Henrik Kniberg: How

    we got rid of time reports – a story of waste elimination http://bit.ly/1m7424d
  81. Sources & links Investing in mental health pays off, study

    shows (May 20, 2014) http://www.theage.com.au/victoria/investing-in- mental-health-pays-off-study- shows-20140519-38k7p.html#ixzz32PFP9UsT ”Enterprise software is the land that UX design forgot” Breaking Through the Enterprise-UX Disconnect http://blogs.gartner.com/brian_prentice/2014/01/29/ breaking-through-the-enterprise-ux-disconnect/
  82. 17% end user productivity loss: 2012 IT Adoption Insight Survey

    Reveals Disturbing Level of Enterprise Productivity Loss (March 5, 2012) http://sandhill.com/article/2012-it-adoption-insight- survey-reveals-disturbing-level-of-enterprise- productivity-loss/ David Graeber on administration ”Of Flying Cars and the Declining Rate of Pro t” The Baffler, March 2012 http://thebaffler.com/past/of_ ying_cars Mental health failing costs business $11b (May 20, 2014) http://www.smh.com.au/national/mental-health- failing-costs-business-11b-20140519-38k5r.html
  83. Thank you! Mail: jonas.soderstrom@inuse.se Twitter: @Jonas_Blind_Hen Site: stupidsystem.org inuse.se Slideshare:

    Jonas_inUse
  84. None