Interviews, Intranet, Knowledge Management

PwC: Avoiding the age of superficial business adoption

tobin

Harry Tobin
Managing Director at PwC, Global Advisory Knowledge Management, PwC

tobin

Harry Tobin
Managing Director at PwC, Global Advisory Knowledge Management, PwC

we.CONECT Market Research & Intelligence spoke with Harry Torbin from PwC about employee mobility and intranet user adoption metrics.

Harry Tobin is an 18 year PwC professional with extensive experience spear heading complex knowledge management and change programs in national and multi-national environments. Harry has a Juris Doctorate with a background in intellectual property with broad and deep experience in knowledge management program design and implementation in professional services organizations. His projects result in optimization of processes and creation of costs efficiencies by aligning knowledge programs to the achievement of strategic goals. He is a former Chairperson of the Knowledge Management Certification Board.

we.CONECT: Which trends and challenges will impact the digital workplace in the coming years?

Harry Tobin: The world around us continues to change at a breath-taking pace. Never before has evolution occurred in such short periods of time. These changes are not limited to technology and are not best viewed as singular or unique occurrences. In fact, we often see several key trends acting together. Imagine the impact of urbanization on healthcare, the availability of bandwidth and employee mobility. It is relatively easy to imagine the impact of e-security issues on banking or healthcare. Now add smart transportation and contracted employee access to corporate data. Now add the ability to work when travelling and managing international security warnings and precautions coupled with continued evolutionary changes in biological viruses and epidemics. Does everyone work from home in an e-virus and biological virus free zone rarely connecting on a personal level?

How does your organisation measure intranet user adoption and what would you suggest to your peers to increase engagement?

We measure total active users, participating users, and contributing users as primary metrics globally and at the territory level. An active user is a user who has viewed at least one document, discussion, blog post, status update, poll, video, idea, group overview page, space overview page, or project overview page in the previous 30 days. A participating user is a user who has commented on, replied to, liked, rated/voted, edited, or created at least one document, discussion, blog post, status update, poll, video, idea, group, space, or project in the previous 30 days. It also counts any users who have joined a group in the previous 30 days. A contributing Users is a user who has created at least one document, discussion, blog post, status update, poll, video, idea, group, space, or project in the previous 30 days. Internet metrics indicate a ration metric of 90:9:1 is best practice. Our goal is 90:25:10. We hope to achieve this goal by deeply understanding the value propositions relevant to targeted segments of users and helping those users appreciate that value.

Who owns the intranet in your organisations? How do you and your team approach governance?

PwC is a network of firms having multiple intranets. Many territory based intranets are owned by KM, IT or marketing / comms.

How would you define a ‘social intranet’? How has your company been dealing with social media?

The ability of the user to interact with content and content authors through liking, sharing, rating, or voting combined with the ability to manage content based on actual user actions differentiates a social intranet from historical definitions. PwC has a global social intranet. Some individual territories have introduced limited social functionality to standard intranets or closed their standard intranet and adopted the global social intranet as their territory intranet. The goal remains becoming the social business.

What expectations do you have regarding the Intra.NET Reloaded Boston? Which outcomes and benefits do you expect to gain from the exchange with participating companies?

Broad understanding of issues being faced by the market and how they are being addressed.

Thank you for your time to participate in an interview!

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