Simon Terry

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Ain’t Nothing Special

 

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Yesterday I saw a list of all the reasons why people don’t use social technology to collaborate in their work. You know the kind of list: fears, habits, lack of understanding, lack of leadership, etc.  I have to admit I sometimes tire of the focus on the negatives, especially as a sales pitch for consulting work. My response was to point out to the author that at the heart of almost all the points that were raised was a lack of an understanding that collaboration is how work gets done. When we are clear that collaboration is an important part of work then we get over our objections and make it happen.  It also opens us up to consider the most effective ways to connect, share, solve and innovate together.

Ain’t Nothing Special

We can easily fall into the trap of selling collaboration technology as special. We’re adding new technology. Magical things will happen. You can have new conversations. You can do new work here. We will achieve all the abstract goals that you have always wanted like engagement, innovation, customer loyalty, productivity, and much much more. As much as we talk about them, these abstract capitalised nouns remain abstract because they aren’t the work most people are doing.

Positioning collaboration technology as different and special runs straight into a priority problem. Where do I get the time to do this new and different thing? How do I even find the time to learn how to do it?  With new and different also comes risk. What if I aren’t any good at this new magical and different thing?

Positioning collaboration technology as wondrously different also runs into the problem it is not new. This technology has been in use for nearly a decade and stretches back to models of technology that have been around far longer. Why are we talking as if it is special?

What is the Work?

Ask a different question instead. What work in your organisation requires people to collaborate? Focus on the work and not on the technology. Go find all the instances in each of your work processes today where people have to find coworkers to help, share information, share documents, solve problems together and meet and interact around business challenges.  That work is going on right now all around you. Start with the collaboration and bring the technology.

When you start with the collaborative work, you are having a different conversation.  The work is going on. You don’t need anyone to prioritise their time different. You only need them to consider which way will make their work more effective. How could that collaboration be different if they worked out loud? How might it be easier, faster, better quality or otherwise more effective?

Put the collaborative work of your organisation at the heart of your collaboration technology. Your users probably don’t want anything else there.

Talk is Talk. Work is Value

Because collaboration technology is often owned by support areas, we can see it as a communication technology. We can focus far too much on the new conversations that will come along as the community builds. You do not want to position collaboration technology as a place for chat or social interactions.

The purpose of your organisation is the work that you do. That work involves connecting, sharing, solving problems and making change. Do that work in your collaboration technology. Focus obsessively on creating strategic value by connecting to the collaborative work across the organisation. When you do so, you will surprise the organisation with the value that can be created by working differently. You will also find that most of the barriers disappear as people race to be involved.

The Diversity of Working Out Loud

Yesterday, I had an opportunity to gather with two colleagues to prepare a joint presentation for a future conference. We had put aside 2 hours to work on integrating three distinct approaches to the role of collaboration in digital disruption into one compelling approach.  After thirty fire-cracking minutes of sharing, building on each other’s ideas and the odd challenge, we had advanced everyone’s understanding and put together an exciting story that we all passionate believe in. We were so excited by the outcome that we will likely seek to convert the approach to other formats as well.  What made the experience is exciting was how quickly 3 diverse perspectives came together when approached with trust, openness, generosity, a focus on practice and a willingness to learn. This conversation was working out loud at its finest.

Working out loud helps me every day to understand and engage with diverse perspectives on my work. I am a middle aged white male who has had many senior executive positions.  I am regularly hired as an expert, a consultant and a speaker. I am confident in my opinions and given too much latitude can easily slip into the bad habit of dominating conversation. However, I don’t learn anything when I am speaking. All I do is confirm what I believe to myself.

Working out loud is an opportunity to change that pattern of interaction.  When I am open with what is going on, but not yet finished, I invite the contributions and corrections of others. When I am open and generous, I encourage others to trust me more and respect the vulnerability I have shown. As I haven’t concluded the work, I have less to defend. I don’t engage the other people around me as well by expressing conclusions because I am tempted to fight for them. When I haven’t finished, I am much more open to learn and to develop ideas based on the generative inputs of others.

Working out loud has taught me to go seek the voices of the quiet participants in groups and to seek views from further afield than my usual interactions. I have learned to encourage others to share their harshest views of my work. In some of the most brutally unfair criticism, there can be insight to another worldview or a different message that needs to be addressed in my work. Working out loud around the world has also helped me to understand the hidden cultural expectation that shape our work and our behaviour. Effective change and adoption require us to be able to surface and engage with these cultural expectations as well.  There is more that I can do to gain additional perspectives but I know that working out loud will be a critical vehicle for me in learning from the views of a diverse community of collaborators.

Leadership is the art of realising potential. That potential is often least tapped where diversity is suppressed or people’s contributions are not being considered. Working out loud as a leader can play an important role in supporting an inclusive environment and gathering new views and contributions.  All leaders need to reflect on how they step outside their own experience and opinions and learn from the wider community around their work.

Trust is Precious

Trust

One of the challenges is the modern economy and its new far-flung connectedness is that there can be a tendency to presume trust in relationships. We need to be clear that trust is a vital part of our commercial and social activities. The role of leaders is to help create, sustain and grow trust in their networks and communities.

Trust Arrives on a Tortoise and Leaves on a Horse – Proverb

I start with a high degree of trust in people. I always presume a positive intent and I am willing to be generous with my time and efforts. A recent experience caused me to reflect on how important that trust is in a relationship and how we need to continue to invest in building trust in our relationships.

An social network acquaintance asked me many months ago to help their new product by letting them use some of my content. I laid out some simple terms of that use, in particular that they take some actions to let me approve the content in context. Nothing happened for months. Suddenly, last week I was told that the product was going live. My trust in my acquaintance collapsed and our relationship became very difficult quickly.

Without trust, the interactions took on different colour for both parties and matters became tense. Everything eventually fell apart. What had begun as a good natured collaboration ended up as a frustrating and angry experience in the absence of trust. Did I overreact? My acquaintance seemed to think so. However, the simple step of acting promptly on an agreement could have maintained trust and avoided the issue. Failure on a relatively small issue can often have the biggest impact on trust, because we want to trust those who look treat the small things seriously too. What is a small thing to you, may well be critical to me. Little doubts are warnings of larger concerns.

Trust in the API Economy

We have grown used to the API Economy, extending trust to remote connections and even starting to leverage trustless ways of interacting and working. In this context, we can forget the vital role that trust plays in frictionless commerce and interactions.  Without trust, costs and the emotional burden of interactions increase.  Those additional costs might be the costs of coordination, management of performance, sharing of information, monitoring or verification. The emotional toll of lack of trust is seen in interactions coloured by doubt, suspicion, self-centred thinking and a raft of negative emotions from fear to anger. We can absolutely execute standardised transactions without trust, particularly when they are supported by a robust API-like platform to help manage the quality, transparency, accountabilities and risks required.  However, we cannot achieve our best complex, collaborative or creative work together without trust. The costs of lack of trust are too high and the potential opportunities are lost as people focus on self-interest and self-preservation.

APIs are just like my reaction to a change in the terms. An API rejects anything that doesn’t meet the agreed parameters. APIs are designed for flexibility, novelty or agility. They are designed for seamless transaction. They don’t rely on trust to bridge gaps as things change.

As we focus more of our economic and social relationships into the API Economy and its network of platforms, it is important to remember that trust always resides in the human brain. Platforms can provide tools to support human trust and they can provide proxies for human trust.  They cannot deliver it.  The role of network participants and in particular leaders is to create, foster and develop trust. This work is what helps turn a network into a community.  Leaders play a critical role in making trust an expectation in a network and their work influencing others can shape behaviours and their consequences across the network.

 

Working Out Loud: It’s not who you know. It’s who you don’t.

Working out loud is a way to discover new network connections and new capabilities in your existing network. The value of working out loud is in who and what you don’t know.

Collaboration is straightforward if you know someone and know that they have the ability to help. You have to get over the inconvenience of asking for help. You might have to negotiate a little to win their support. Either way, it is a straight line from need to outcome.

When you don’t know who can help, finding a partner for collaborative work or learning is less simple. Searching for help is time-consuming frustrating and daunting. The power of working out loud is it enables you to break the traditional networking mantra:

“It’s who you know”.

Working out loud opens up a wider network of partners for collaborative work and learning because it changes the dynamic from “who you know” to “what the network knows about you”.  Working out loud leverages the value of what you don’t know:

“It’s not who you know. It’s who you don’t know and what they know about you.”

Sharing work in progress with a relevant community is a step towards discovering new people who can help your work or learn together with you.  When your goals, status, and current efforts are narrated openly for others to follow, word gets around.  Intermediaries can start to make connections between you and those who can help. Your close network ties will find the weak ties who can add value to your work for you.

The unique value of working out loud as a way to engage your network is that for both you and your network it opens opportunities to create new connections based on new understanding of your work.  Don’t be discouraged that you don’t know those in the know.  Work out loud and let them find you instead.

International Working Out Loud week is from 5-11 June 2017.  See wolweek.com for more details.

The Essential Ingredient is Trust

When we think about our organisations we often fail to notice the essential role of trust. Trust enables or disables our work, structures, or processes. As we move more into the future of the network economy we need to make trust explicit again.

What We Don’t See

We forget about trust because the process of trust is second nature to us.  Trust is deeply engrained in the way we manage relationships, transactions and exchanges.  This role of trust makes it critical to the way we organise our work, the way we exchange information and the decisions we make. Any organisation that is not explicitly managing the level of trust in the organisation and with its stakeholders is losing value.

Trust plays an outsized role in my work. Customers pay a premium when they trust an organisation. That customer trust is directly related to the internal trust relationships inside an organisation. They won’t give an organisation greater trust than its own employees. When Change Agents Worldwide wrote its first book, my chapter was on the need for organisations to trust their employees to enable the benefits of the future of work.  A critical underpinning of the Value Maturity Model is its ability to develop the mutual trust in organisations that facilitates effective collaboration and supports execution of strategy. Trust is key to any complex and uncertain challenge in leadership, learning or innovation.

What We Work Around

Much of business history back to the beginnings of time has been managing trust.  Ancient businesses of the Phonecians and Greeks, operating in the era of an absence of information used family relationships to ensure trust. Over time businesses built processes to enable wider networks of trust in trade, in banking, in record keeping and in management of businesses. Our organisations are built of thousands of individual interventions to manage trust in relationships.

Organisations are often tempted to see the goal as creating a trustless environment.  Build the processes & structures such that you no longer care. Blockchain promises a trustless ledger for example. The gig economy promises to make employees fungible units of production where trust in the individual is irrelevant. We trust platforms, not people. We undoubtedly can continue to build more transparency, processes & accountability to extend work relationships further down the curve of trust.

The Cost of Trust

When we engineer trust out of our relationships, it does not go away. We continue to evaluate trust in our work because that instinct is a deeply human one. When we engineer trust out of our relationships, we accept a new set of stresses and new set of demands on performance.

  • We worry about the effectiveness of our trust-replacement solutions. We stress about the quality of our human relationships. Absence of trust is a high stress situation for humans.
  • We over-invest in these systems and bear an unnecessarily high cost to performance.  Look at any compliance regimes where risk avoidance dominates thinking.
  • We are reticent to share information which results in suboptimal decision making
  • Those who don’t receive trust, don’t give it. Trust is reciprocal and an absence of trust in one direction will result in customers, employees and other stakeholders who don’t trust.

Organisations that want to perform effectively in the future of the work cannot place all their faith in processes, structures and platforms to manage trust for them. They need to remember the human relationships of trust. Create and manage an organisational culture that is rich and generous with its trust.

The Future of HR: A Journey of Transformation

HR Journey

 

Three Levels of Co-Creation

As we begin to explore the collaborative potential of connection, co-creation is becoming increasingly important solution to problems. Organisations are increasingly looking to employees, partners and suppliers to be a part of efforts to co-create solutions to complex problems. Collaborative co-creation is a key part of the Solve phase of the Value Maturity Model. As we practice co-creation, we discover bigger opportunities to create value.

Co-Creating Ideas

Most co-creation begins with some kind of crowd-sourcing of ideas to solve problems. Diversifying the sources and inputs into the creation of a solution can enable big steps forward. Often new stakeholders have solutions to hand, see potential to reuse capabilities or bring opportunities to do things in new ways. Crowd-sourcing can be a fast and effective way to gather inputs from a large group of people towards a solution.

Efforts at crowd-sourcing solutions need to plan for two main challenges:

  • Lack of Connection: To contribute meaningful solutions, people need to feel connected to the problem and to each other.
  • The Volume of ideas overwhelms Execution: ideas are great but the exercise to sift and integrate diverse ideas can be a drain on execution. This is why many efforts at crowd-sourcing turn into a show of ‘engagement’ with no traction on the ideas submitted.

Co-Creating the Work

The next level of co-creation is when people come together to take a solution and execute it. The challenges of a problem don’t stop when you have an idea. People need to solve all the little issues and manage the idea until it is successfully implemented.

Make sure the expectation in you co-creation community is that work will be done to solve the problem.  Give the community the autonomy to follow their ideas. People will contribute better ideas if they think that they have to see them through.  Co-creation is more meaningful to a community that has been asked to work the problem together. Challenge them to take their ideas and see them through to implementation.

Co-Creating the Problem

The final level of co-creation goes back to the start and looks at the system from a higher view.  This level removes the constraint that the problem definition is externally imposed on the community. At this level of co-creation, the community has responsibility to find, create and implement its own solutions. To do this the community is going to need to start to ask questions about Purpose, the scope of the system and what goals they have for the system.  Bring a diverse group of stakeholders in to shape the problems and you may discover new problems and that some of your current problems aren’t such a big issue. The third level asks the community to own co-creation from Purpose, through Diagnosis, and then to the Design and Execution of any solutions.