5 Things – Innovation


duck-416972_1280This was taken from the next to last slide (full presentation available here) from my keynote session at the IRMS Conference in Brighton, UK from 15-17 May, 2016. These things were also included in the ebook Digital Transformation in Action by John Mancini, that was put out in advance of the AIIM Conference in April 2016.

These are five things, in my view, that you need to do if you want to foster innovation, transformation, and disruption (the good kind) in your organization.

  1. Focus on value, forget risk. – If your entire approach to managing information is based on minimizing risk (litigation, leaks, etc) you are never going to be able to focus on leveraging the VALUE of your information ASSETS. It’s the value that’s going to enable you to innovate and transform your business.
  2. Start Something. Anything. – Sitting around navel gazing is going to result in you being crushed. Pick something small, easy, and safe, but with tangible benefits and get going.
  3. Don’t try to change the world. – Closely related to “Start something.” Trying to change the entire organization is going to take time and resources, so don’t try to do it all at once. Start with something that you know isn’t working optimally and change that. Then move on to the next thing, and the next thing, and the next thing, ….
  4. Blow stuff up, make people cry. – Change, disruption, transformation, and innovation require that things get messy and people get upset. Don’t worry about it. Find the internal champions and sponsors that’ll have your back. Maintaining the status quo hasn’t worked up until now, what makes anyone think it’s a reasonable path forward?
  5. Get out of the way! – You want your people to innovate, transform, and disrupt, but you’re still relying on out-moded and out-dated managerial structures. Stop. Create an atmosphere that encourages people to go out on a limb and try something new. Give them the freedom to try, but define some reasonable boundaries for them.

The ducks may or may not have appeared in a previous “5 Thoughts / Things” post, but my 4yr old liked them so there they are.

Adopting ECM – A Case Study in Failure


Head in HandsEarlier this year I completed an assessment of Alfresco for a university client. The university licensed Alfresco several years ago and did not have much success. They hired me to find out why, and what to do about it. The options they wanted to look at were to continue on with Alfresco or switch to SharePoint. An option they weren’t willing to consider was a cloud based option. I gave them one anyways, based on Box. Unfortunately I was asked to remove that option from the final report. Oh well.

While the platform in question was Alfresco, I can’t stress enough that the failure had nothing to do with the platform. Under the circumstance nothing would have succeeded. You can read a bit about it in an earlier post here.

I’m trying something a little different; because of my altruistic nature I am making the final report available as a downloadable PDF. I figure there’s stuff in it that many could use, and perhaps critique that would be helpful.

I want to thank Laurence Hart for his contribution to the report and the overall project. Thanks, Laurence. You can follow Laurence on twitter at https://twitter.com/piewords and check out his blog at http://wordofpie.com/.

Anyways, just follow the link and you ought to get to the report (no fees, no signup, no tracking). Feel free to provide feedback.

University ECM Assessment – I’m using Box to share this content. Please let me know if you have any issues.

Image: “Paris Tuileries Garden Facepalm statue” by Alex E. Proimos – http://www.flickr.com/photos/proimos/4199675334/. Licensed under CC BY 2.0 via Wikimedia Commons

YOU are the problem


I wanted to try something a little different for this post. I’m doing an assessment of what went wrong with Alfresco for a Canadian university. They purchased Alfresco back in 2008/09, initially to handle some of their web content needs. Things haven’t gone so well. Below is a quick wrap up email I sent to the project sponsor after the first few days of stakeholder (patient?) interviews …

I just wanted to give you a quick recap of the last few days:

  • Of the people I spoke to, no one advocated for getting rid of Alfresco
  • Unless something to the contrary comes up in the next few weeks, there is no reason to believe that Alfresco is the problem
  • Alfresco was likely the wrong choice back in 2008/09, but the product and company have since matured to the point where it’s no longer the case
  • There is a general feeling that Alfresco is/was underfunded, under-resourced, and lacking in executive buy-in / mandate
  • It appears that there is no executive support or commitment to mandating Information Management practices using Alfresco as a standard tool set to implement
  • There was/is an element of Alfresco (or any ECM platform) being a magic bullet, rather than a platform on which to build solutions
  • It seems that all the Alfresco initiatives over the years have been done as individual projects, rather than under a program of managing information
  • The consulting services engaged focused on the mechanical & “how to” aspects of Alfresco and related tools, without any of the advisory & “what should we do, why we should do it” services

At this point it’s my opinion that the problems are cultural and environmental. If the culture and environment change Alfresco will succeed, providing the right resources are engaged in the right way. If the culture and environment don’t change Alfresco will fail, as will any other platform brought in.

Guerrilla Tactics – IG Whether or not they want it


Gas Mask VeggiesOn September 18 the Information Governance Initiative hosted a twitter chat to discuss their 1st annual report. At some point in the chat I referred to myself as using Guerilla tactics to apply Information Governance practices in client projects.

Question 3 of the chat was “Do you have any active InfoGov projects under way at your organization?” Now, I’m a consultant so for me the question’s really about my clients’ organizations. My answer to the question was “No. My client has biz projects that are being framed by good #infoGov practices.” Followed by my comment “I am turning into an IG Guerrilla Tactician.”

Just because your client doesn’t have IG budget, programs, or projects, doesn’t mean that good IG practices can’t be infused into the projects that are happening.

I have yet to work on an Information Governance project for a client – they just don’t want to hear about it. That doesn’t mean that I execute projects while ignoring IG practices. For example: I am currently working on a couple of SharePoint projects for a client. One project is to develop a site for their regulatory team to build and submit applications to a regulator. The second project is to create and publish field reference manuals. Both of these projects have concrete business objectives; neither has any sort of IG or IM as part of the mandate. In fact, until I got involved no one was even thinking about applying any sort of overarching IG/IM policies or procedures into any of the projects, much less on an organization wide basis.

The client’s environment is rife with poor information governance and management practices:

  • Content duplication;
  • Emailing attachments instead of links;
  • Information silos;
  • Keep everything forever;
  • No centralized accountability for information;
  • Won’t mention the fustercluck that is their SharePoint environment;
  • No metadata standards or taxonomy;
  • Severely limited search capability;
  • No use of automation for capture, tagging, sharing, or routing of information;
  • A rudimentary file plan and retention schedule that is largely ignored;
  • Etc.

The funny thing is that many people at the client know that much of what they’re doing is wrong, even if they don’t know why it’s wrong. What they don’t know is how to eliminate the bad practices and replace them with good practices (forget “best practices” they really only exist in theory). They also don’t know, in all cases, what a good practice is.

We start with Principles of Holistic Information Governance (PHIGs). The clients like them because they’re common sense and written in English; they’re also loose enough so they can be adjusted for the business being supported / addressed. We also use an iterative approach to designing and building the solution (it’s very agile-like) that involves all the major business and technical stakeholders (the pure tech stuff takes place off-line). Our focus in these projects, beyond solving the problem, is really on two things: 1) eliminating waste (effort and info); 2) delivering a solid user experience. We also impose a lot of rules around how information is created, managed, and delivered. To illustrate:

  1. Thou shalt send links, not attachments (client VPN is an obstacle that’s being dealt with in a separate project);
  2. Thou shalt use versioning rather than sending more copies with “v2_0_3_d_SOMEGUY_Edits” in the file name (change mgt and training required);
  3. Thou shalt label thy contributions appropriately (we’ll help by implementing some workflows and forms);
  4. Thou shalt not make copies when thou needst them not (metadata and user roles will help users find what they need, proper backup & restore will be implemented);
  5. Thou shalt not keep thy stuff indefinitely (ah, retention and disposition policies will finally be enforced);
  6. Thou shalt not facilitate unauthorized access to information in thy care and keeping (keep it in the repository, where it can be secured);
  7. Thy content is not thine, it’s thy employer’s.

As we’re working on things like metadata models, user roles & groups, user interfaces, and other stuff, we’re doing so with the view that we’ll be creating a set of practices that the organization can adopt for all projects going forward. We’ve even got a couple of really hot SharePoint people on the project that are helping us to define repeatable SP practices. There’s only one tiny problem with our approach …

can-of-worms

At a recent Steering Committee meeting, our venerable Project Manager invited two guest speakers: 1) Jason – to talk about SP standards and best practices; 2) me – to talk about PHIGs and IM best practices. Jason and I said the same things, albeit focusing on our particular areas of expertise. All was well until the VP of IT realised that while we were doing some really good things on the project, these things were totally under the radar. Much to her credit, instead of demanding that we revert to the client’s methodologies (which were in part responsible for the current situation), she began asking what needed to be done to leverage the good things we’re doing on this project and apply them across the organization.

So what’s next? Well, the client is having me get involved in at least one more of their projects; SharePoint will be the deployment platform and IG will provide a foundation. It’s not a SP or IG project; it’s an HR project that relies on information. Sometime in October Jason and I will be invited to speak to the corporate governance council; Jason will talk about SharePoint and I’ll talk about PHIGs. The whole point of our attendance will be about how to get this heavily regulated client to adopt good practices for managing their information and the technologies they use to access it. Pretty cool, I think (I might even wear a tie).

Sometimes you’ve just got to sneak IG into your clients’ projects the same way that you sneak veggies into a recalcitrant child’s diet.

Get Sh!t Done – Right People Do Right Things


This is a response to this post by David Spinks of Feast and The Community Manager. Simply put, David points out all that`s wrong about a “Get Sh!t Done” mentality. Obviously, GSD’s not worth a S if the capabilities and tools aren’t in place to enable getting stuff done. It also helps that you’ve got an actual clue about what stuff should be getting done, when.

In my personal and business lives (going back to my mid-teens) I’ve been a coach, team lead, mentor, father (still am), team member, and manager. I’ve worked on dozens of projects in many countries and industries, many of them with a great sense of urgency to GSD. I do not, however, have much experience with startups. In all of those roles and projects I’ve been told, and told others, to “get sh!t done.”

Regardless of the business, there is always pressure to get sh!t done. Whether it’s getting a product out the door, processing a benefits application, getting a website updated, implementing software, putting together a budget, crafting an HR policy, … whatever, people need to perform and things need to get done. It doesn’t matter if the organization is a startup, an established multi-national, or a government entity; the expectation is that things get done.

“Get sh!t done” needs to be prefaced with an understanding that the right stuff is getting done and the right people are being tasked to do it. What makes people right for getting it done? They have the necessary skills, capabilities, attitude, and time to get it done. If they don’t, and they are still being asked to get it done, it’s their manager’s fault, unless they’ve lied to their manager.

If someone is told “GSD” there has to be an assumption that the doer has the necessary resources and skills. If not, either the manager is mismanaging or the intended doer needs to pipe up and articulate any deficiencies in resources or capabilities.

There are type A’s and type C’s out there, just as there are people who will always be less productive than others. Why they’re like that may be interesting to discover, but is ultimately a waste of time (unless it’s a temporary blip brought on by circumstances). What’s more productive is to determine whether or not they fit in the organization. Depending on the dynamics of an organization, having people that aren’t type A, super-productive-ambitious may actually be a good thing. As a manager you need to know how to deploy them correctly and keep them motivated; you need to find out what their capabilities and limits are. If they don’t fit in to how things need to be done, you need to get them out of the way. As long as everyone is working towards the same overall objectives, things are good.

Get sh!t done is a tactic. Shipping a product or some software code is not the goal; the goal is profitability. In the case of government, the goal is delivering services and governing without wasting taxpayer funds. Lots of little sh!ts need to get done to meet organizational goals; simply living a mantra won’t get you there.

Help Wanted – Testing a Survey


I am putting together a survey for an upcoming project and I need your help. I am testing two things: 1) whether or not PollDaddy is a reasonable tool to use, and; B) the survey. You can send feedback via the survey (last question), via this blog post, or directly to me via email (walkerchrisp@gmail.com). Please feel free to pass this on. Depending on the responses received, I may use the results to come up with a clever hypothesis, or not.

The project, as originally defined by the client, is to develop a records management strategy. However, between the client and I we’ve redefined the project to encompass all information and support corporate objectives (I’ve actually read and understood their corp strategy docs). The current phase is to document the current state of records and information management, come up with a target state, and develop an implementation roadmap to get from here to there.

The intended audience for the survey is the entire organization (they’re not really that huge). Survey completion will be mandatory for all directors and above, for everyone else it is optional. My point with doing this survey is to have information that is directly applicable to the client, rather than relying on industry or generic information.

The survey http://christianpwalker.polldaddy.com/s/records-information-management-what-you-know-what-you-think

 

Random Graph

Shacking Up – IT and RIM In Love


Back in June (2013) during the ARMA Canada Regional Conference I attended a pretty good session delivered by Emily Gusba (Information Management Lead, GCDOCS Implementation at Natural Resources Canada). Emily was accompanied by Trevor Banks and Julie Colgan (ARMA Int’l President, Julie rocked as a last minute walk-on for Debra Power who is all better now). The session, titled Learning IT-ese, was about IT and RIM (Records & Information Management) having to work better, together. Essentially, the point was that RIM had to learn to speak IT.

A couple of weeks ago I had an email exchange with Charmaine Brooks of IMERGE and one of the topics that came up was … wait for it … IT and RIM needing to work better together.

Now, I’m all for IT and RIM working better together, but I don’t mean what you think they (see above) think you think they mean. Simply put, we’re not on the same page. Bear with me a bit …

IT and RIM are both service providers within their organizations, n’est pas? They serve the same clients, though they provide different but complementary services. RIM and IT also have a symbiotic (some would say parasitic, but that’s just mean) relationship with each other. The truth is that one’s not much good without the other.

RIM and IT need to join together, not to serve the purposes of RIM, but to serve the interests of the entire organization. Having RIM sit with IT to explain RIM’s wants/needs (in whatever language they choose) is, in a word, crap. IT and RIM need to approach stakeholders with a joint message; “Your stuff needs managing and governing and we’re the team to do it for you.” Yes, children, RIM and IT need to get together and become a formidable team. They need to approach the cheque-writers (notice Canadian spelling, thank you) as one.

When Marketing wants to migrate from one platform to another, RIM/IT needs to be in those meetings TOGETHER. When HR wants to implement a new HRMS, IT/RIM needs to be there to make sure all that information flows correctly throughout its lifecycle.

When I talk about RIM I don’t mean the RIM we knew from the paper days; I mean what RIM can and should be in 2013 and beyond. Drop the Records reference and focus on the Information and the Management, regardless of the medium that information is created or stored in. Join with IT to become IM&T (the M comes before the T because you need the management bits before the tools) and provide your clients the information services and governance that they need. In some organizations there still is, and always will be, the need for the Records part of RIM. However, the Records function really needs to be a subsidiary of the IM&T group.

If IT provides the plumbing, and information is akin to water, then RIM performs as the treatment facility. IM&T not only gets the information to you, they make sure that the information you get is clean and safe. (Sorry about the crappy analogy.)

Yes, RIM and IT need to work together, but not as two different parts of the organization. They need to join and serve the organization as a single unit. I’m not saying that RIM professionals ought to become developers or systems analysts. Nor am I advocating for IT professionals to become Records Managers or Archivists. What I am saying is that the IM&T TEAM needs to incorporate roles that address the Information Management and Governance needs as much as the Information Technology needs. Separating RIM from IT hasn’t really worked all that well after all, has it?

Gamification – Dumbest made-up word ever?


WARNING: This post contains swear words. They’re there ‘cause of my mood when I wrote this in reaction to a gamification discussion. I’m all better now, thanks. 

This was originally posted on AIIM

Of all the buzzwords & acronyms being bandied about out there, “gamification” pisses me off above all others (maybe it deserves a shiny badge). I cringe whenever I hear it or read it. It cheapens what I and others have worked our asses off to achieve in our careers. It reminds me of the fat kid in grade 6 that got a ribbon because he managed an astonishing 7 situps in 1 minute (for the record, it wasn’t me). As a professional, equating my work with games, however obliquely, insults me. Games are what I play with my friends and family.

I was raised to work hard, though I didn’t always do so as a student. At school you worked to get the grades and not spend more than one year per grade. If you were the smartest kid in school you may have gotten an exemption from finals, a scholarship, or beat up.  Professionally, you worked hard (and smart, I hope) to get your stuff done and get ahead. If you didn’t get your stuff done you were rewarded with time off ‘cause they fired your ass for being deadwood, and you deserved it. Rewarding / recognizing people for doing just enough to get from grade 3 to 4 or to keep their jobs (reward enough, I say) is sheer lunacy.

My kids don’t get rewarded for just doing stuff that’s expected of them (e.g.: cleaning their rooms, picking up after pets, doing well in school). They get rewarded for exceptional behaviour & performance; the rest is just life. I don’t get rewarded for just showing up and doing my job in an ordinary, expected way. I get rewarded when I perform above expectations. If I or my kids don’t meet expectations in our respective roles bad things happen. Such is life.

The key, my fellow planetarians, is to set the expectations early and define what one need do to earn the rewards / recognition. Apparently, doing the dishes does not automatically entitle me to “get some”, but if I don’t do them it’s automatic that I won’t? WTF is that about? Anyways …

I have no objection to reward & recognition schemes. In fact, I’ve received and doled out plenty of recognition (the positive kind) over the years. Rewards / recognition have been tangible (e.g.: bonus $, raise, promotion, time off, gift cards) and intangible (peer/client/manager figurative pats on the back). Most people, me included, are happy to receive them. But we’ve generally received them because we’ve performed exceptionally or taken on additional responsibilities. I can’t recall one instance in my career where I’ve given or received a reward for simply doing my job. It’s just not something that makes any sense to me.

Like I said, rewarding / recognizing people for exceptional performance or taking on additional responsibilities is fine. In fact, it’s a freakin’ critical thing to do because it helps to motivate people and keep them interested in their work. It can also help motivate the unexceptional to become exceptional. I truly believe that it’s a necessary thing to do and that it benefits all involved.

One of the areas that [the word I hate] is being linked to is social collaboration (which also sucks ass as a term because how the hell are you gonna collaborate if you’re not being social), especially as related to identifying experts. It works like this:

  1. Say something not completely stupid.
  2. Someone, who may or may not be stupid, rates your stuff (or gives you a badge or a cookie or a pin, who cares?).
  3. Someone else sees the rating, and being equally as stupid, or not, bugs your ass for your opinion or for help.

Uh, WTF? I do good work and get “rewarded” by more people bugging me? What kind of psycho place is this?

Identifying experts is good. It helps those seeking advice by providing resources to tap. It helps those providing advice by making them think a bit more and pushing them to be better (and the ego stroking likely doesn’t hurt). But calling it [the word I hate] does everyone a disservice. Experts have worked extremely hard to get where they are, and many truly enjoy what they do and helping others. The folks looking for advice are likely stuck on something that may or may not be hugely important. I’m not certain that anyone involved wants their situation or efforts equated to playing games.

When I write a post I don’t write it to garner likes, +1’s, follower, or increase my Klout score (Klout is Krap, IMO). I write because I have something to say that I think and hope will benefit someone, or at least make them think. If someone provides positive feedback I appreciate it. If someone provides negative feedback I appreciate that too and try to be better the next time (unless they’re just being a dick). If someone reaches out and asks for advice, an opinion, or help, I provide it gladly with no expectation of getting a badge or biscuit. I do it because I am social just like every one of you reading this. Sometimes I write because I get pissed off and need to get something off my chest. On those occasions feel free to ignore me, just like my wife and kids do when I go all bat-shit crazy over something.

As a consumer, I love [the word I hate], but prefer to call it loyalty rewards or some such. I like going out and spending money on stuff, getting points, and using the points to get more stuff for FREEEEEE!!! I also like discounts, upgrades, and complimentary in-flight hookers (not available on domestic flights). But when it comes to me spending money that I’ve worked hard to earn, don’t equate it to playing games.

I’ll give [the word I hate] a little slack on social media & social networks. Earning “stuff” on Facebook (was thoroughly disillusioned to learn that “poking” wasn’t nearly as exciting as I’d imagined) games, Foursquare, Klout, …, doesn’t bug me, mainly because I don’t take them all that seriously (like I do my work & my family).

[Added 2012-06-20 …

On the corporate side, there’s a few areas where I think [the word I hate] is apt:

  1. Projects requiring participation of people that have “real” jobs;
  2. Organizational change management;
  3. User adoption.

When you pull staff onto a project they’re still typically expected to do their day jobs. They’re also generally not used to working on projects; there’s a huge change in dynamics from doing an operational role (e.g.: claims processing) to being the subject matter expert in JAD (Joint Application Design) sessions for a new claims system. Doing something as seemingly insignificant as awarding a prize for the best project name can reap huge dividends.

Organizational change management and user adoption are other areas where it pays to “play”. Adapting to new tools and methods is not easy for most people. Even if people hate the tools and methods they’ve been using, they’re used to them and some really are resistant to change. Providing people with goals, tools to reach them, and incentives for reaching them is a good thing. [The word I hate] won’t make the transition any easier, but it ought to serve to get the participants more involved and also provide them with a way to measure their progress.

…]

Give me a raise or a bonus, give me a pat on the back, ask me for my “expert” opinion / advice; I’m cool with all those things if I’ve earned them. Just don’t equate what I do professionally to playing games. Maybe I’m just a grumpy old bastard. If so, I’m perfectly fine with that. It’s not the application of game theory I hate; it’s the label we’ve given it. When applied to so many aspects of our lives I find it diminishes us, our efforts, and our accomplishments.

Note: none of this applies to people who actually play games for a living. E.g.: Bowling, darts, pool. I don’t care what channel they’re televised on, they are not sports.

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