Leading and Managing (Networked) People Must Evolve

August 22, 2011 at 1:39 pm · Filed under Collaboration, Connected Enterprise, Emergent, Innovation, Interaction, Management Theory, Network Effect, Social Computing, Work 2.0, Workplace, employee engagement, middle managers

OK .. so it looks like the Web, hyperlinks and ’social’ platforms for interaction are here to stay (unless electricity grids fail or corporations and governments completely take over the Web).

For the past couple of years at least there have been increasingly numerous and strident calls for fundamental make-overs of both management and leadership.  People everywhere are clicking into the fact that yesteryear’s models and ways are less and less effective .. and yet we all labor on whilst yelling “change .. change, or die .. etc.”

World-renowned organizational effectiveness guru Gary Hamel set out the fundamental challenge(s) in his 2007 book “The Future of Management“.  Others, such as John Hagel and John Seeley Brown’s “The Power of Pull“, have weighed in with equally sharp and challenging premises and theories.  All of these pieces signal an urgent need to innovate and adapt to a new set of conditions .. conditions which are rapidly on their way to becoming ubiquitous and/or expected by the generations entering or approaching their chapter-of-life in the workplace.

It sometimes feels like this is only the next round or wave of coming to terms with rumblings and dynamics that began back in the ’60’s and ’80’s.  After all, we began hearing about the critical need for empowerment, continuous learning, flexibility, agility and resilience at least two decades ago.  Most of the pioneering work in these areas came from the soft-and-squishy (or seen to be that way) world of Organizational Development (OD), from people like Eric Trist, Fred Emery, Bill Passmore, Marv Weisbord, Peter Block, Charles Handy, Meg Wheatley and many many others.

As the years have passed since these pioneers first addressed the human issues in organizational structures and processes derived from engineering and efficiency principles, various elements of their thinking and practices have inexorably found their way into managing processes and people.  I suggest that this is entirely understandable as the increasing frequency and intensity of complicated and complex organizational activities have grown over time, and along with the evolution of peoples’ expectations about work and meaning in a modern era.

My premise is that management innovation is available  from that world of organizational development, as it’s principles and dynamics are closely aligned to Hamel’s suggestion that “activities will still need to be coordinated, individual efforts aligned, objectives decided upon, knowledge disseminated, and resources allocated, but increasingly this work will be distributed out to the periphery“.

The New Context Demands New Principles

What was yesterday called Enterprise 2.0 and today is called “Social Business” can be seen as the emergent stage of the intersection of significant advances in information technology, management science applied to business process, the analysis and control of operational activities AND the interaction and participation of people with information, opinions and knowledge to share.

These forces and factors are converging in today’s workplaces, wherein a continuous flow of information is the rule rather than the exception.  Thus, it’s essential to cast a critical eye on the fundamental assumptions of work design and how work is managed. The core assumptions embodied in widely-used methodologies today still present work as  ”static sets of tasks and knowledge arranged in specific constellations on an organization chart” (see all major job evaluation methodologies for more detail).

It’s getting clearer and clearer today that the capabilities and dynamics of what started in the consumer realm as social software … those funny things called blogs, and wikis, and widgets stitched together into and by web services … are finding (and have found) their ways into the workplace.

That they have migrated to the workplace makes sense.  People have always  (at work) been creating and building up “... knowledge through exchanging information, talking and arguing and pointing out other ideas and sources of information and ways to do things.” Such services and tools and the reasons for which people use them are the means by which general human activity (purposeful and otherwise) translates to the online environment.

So, as stated at the outset, it seems clear that we’re situated in a more interactive, less static environment.  Whether we like it or not, we are  passing from an era in which things were assumed to be controllable (able to be deconstructed and then assembled into a clear, linear, always replicable and thus static form) to an era characterized by a continuous  flow of information.  Because it feeds the conduct of organizations large and small, it is a flow that necessarily demands to be interpreted and shaped into useful inputs and outputs.

The methodologies still in use today generally did not foresee working with networked information flows, and thus the way work is designed and managed does not really address how it could or should be managed.

We need to revisit the fundamental principles of work design AND the basic rules used to configure hierarchical organizations in which the primary assumption is that knowledge is put to use in a vertical chain of decision-making.

Both Horizontal and Vertical

Horizontal flows of information and peoples’ engagement have already been put to work in a range of early Enterprise 2.0 and Social Business experiments.  But let’s be honest .. how these will work, or not, is to date less than clear.  There’s an enormous amount of inertia and habit to overcome, all whilst confronting continuously turbulent conditions seasoned with healthy helpings of ambiguity .. about economics, governance and peoples’ collective capabilities to adapt.

Hierarchy is not disappearing from the organizational landscape .. nor should it. It’s an useful construct for clarifying decision-making and accountability, and I believe it will come to co-exist with the core dynamics of networked people and information …

“a dynamic two-way flow of power and authority based on knowledge, trust, credibility and a focus on results”

.. which, incidentally, is a fundamental aspect of all the ‘democratization’ (it’s probably too early to yet call it that, but let’s do so for the time being) we are witnessing in the recent uprisings in North Africa and the Middle East.  Would that our western governments and organizations watch and learn as they embark on the renewal of leadership and management in the 21st Century.

The implications are huge, will demand significant effort and responsibility on the part of all individuals, and may lead to very different ways of working and being in and of the world.

But clearly, we must evolve … what we have been doing looks less and less likely to be as effective as necessary in the rapidly-approaching future.

Comments (2)

Measuring Influence and so Attention – New York Times

April 23, 2011 at 6:06 am · Filed under Adoption, Analytics, Business Intelligence, Innovation, Interaction, Marketing, Measurement, Media, Network Effect, Relationships, Social Computing, Social Media, Social Objects, journalism

Comments

Robin Dunbar Ends the Stupidity of Endless “Friends”

November 23, 2010 at 10:34 am · Filed under Chaord, Network Effect, Organizational Design, Robin Dunbar, Social Networking, Socialprise, Trust, Trusted Space, Work 2.0, Workplace

I saw another piece of stupidity the other day when a “Social Media Expert” claimed that his thousands of friends on Facebook and Twitter made him such an expert and that he could teach you how to have that many friends as well. In other words that having lots of Friends was the goal!

Of course people like him make these claims based on nothing.

A few of us do read and those of us who do have long known of the work of Robin Dunbar. Those who care to do some work, know that there is a lot of science that underpins how humans live in social groups and that there is an underlying math that is well known.

So for those that don’t have time to read here he is in 16 minutes on Youtube offering you the science that shows why:

• Our social personal limit is about 150 people
• How this came about
• That we have layers of intimacy inside this limit
• That there are layers beyond it but that are not intimate
• That meeting face to face – is crucial to maintaining these relationships and that they degrade if not enhanced with face to face
• That men and women use two very different types of social grooming to maintain their networks – women need to talk and men need to do
• That the folks who claim to have thousands of friends are nearly all men with poor social skills in the real world

So for all you Social Media Experts and HR professionals and Organization Design Folks here is Dunbar:

Comments (2)

Boingo Part 2 – Using the power of the network effect – Superfans

September 27, 2010 at 10:34 am · Filed under 2.0 Business Model, 2.0 Design Thinking, Adoption, Barriers, Community, Connected Enterprise, Customer Service, Disney, Energy, Interaction, Interviews, Management Theory, Marketing, Network Effect, Organizational Design, Platforms, Relationships, Robin Dunbar, Social Contact, Social Media, Social Networking, Social Objects, Socialprise, Trust, Trusted Space, Twitter, User Revolution, Web 2.0, Wisdom of Crowds, Work 2.0, Workplace

What would it be like if your business had a sales, marketing and support force that was 1.3 million strong that you did not have to pay for? What if you could source this leverage with a tiny central force? Sounds impossible? Do you have any idea of how this could work?

Now that everyone is using Social Media – what I am seeing mainly are people who using the new tool in the old way – trying to shout above the noise – “Look at ME!” “Aren’t I cool!” “Aren’t we good!”. I am seeing a Dilbert approach – “Let’s have a Facebook site” “Let’s get on Twitter”.

Most do what most do when a new technology arrives – they apply it in the old way and so get nothing in response.

So what then is the power and leverage that you can harness by using social media well?

Boingo are on their way to finding out how to do this. Oh yes and I am one of the people that are part of this and oh yes I am not being paid and nor do I in any way work for them. I am living the theory.

So how might this work and so how might you do this too?

Boingo have a class of people that are deeply committed to the enterprise that Baochi calls her “Super fans”. They and why they are connected to Boingo and each other is the core of the leverage potential. We will meet 4 of them in this post who agreed enthusiastically to be interviewed by me. As you will see, these Super Fans are attracted first of all to Boingo by the obvious:

• The service – easy one stop access to Wifi in Airports and Hotels – is now no longer a nice to have for travellers but an essential
• The support for the service is outstanding – got a problem – you get instant personal help

But a great product is not enough. Nor is good service. What is the differentiator for Boingo is the human nature of the relationship that Boingo has with its customers. Most organizations do not allow their people to be human. Service people are often ciphers working from a script. Boingo have set up an environment where their key point of contact is a real person who is allowed to be herself.

She has a name and a face and we are all in awe and a bit in love with her. We all feel her presence watching over us. It is way more than getting her help when we can’t sign on. She watches out for us. Have a problem – A quick tweet. In minutes she is there. She is like the guy who runs the old corner store who holds your keys when you go away, keeps an eye on your kids in the street, helps you find a new roommate.

As Nuno Montegro, a customer in Portugal says – It is not what she says but how she says things that is the difference.

Nuno is like me, a customer who actively refers others to the service.

Most of Social media is all about Weak Ties – They are very useful but Weak Ties don’t get people to do much – or risk much – or commit much – that is why they are Weak – they are easy.

If you want to do something – Civil Rights in the US – you need Strong Ties. (Nice new piece by Malcolm Gladwell that explores Weak and Strong Ties in depth)

The key to attracting Strong Ties is being human. It is NOT PIMPING your product. It is instead to show that you really do care about ME. It is instead to show that you can indeed be trusted.

How do you show this? Nuno makes the point that every service and product fails at times. The key is to offer the best possible response to the inevitability of a problem. The best possible response is to know from experience that if there is a problem, you can reach a real person quickly and that they will go the distance to help you get it fixed. “I felt as if I was the only customer in the entire world when she was helping me” Nuno told me. I had the same experience.

Attracting Strong Ties is all about “Giving”.

Aaron Strout is the CMO at social media agency, Powered Inc. and is also Super Fan. “Boingo is proactive and they don’t expect a direct return – they are not selling all day – so if they want an inch, I go the mile back. It’s Karmic! I know if I have a problem that they will look after me. If people are good and do good, then good comes back. Not necessarily directly but good gets attracted back. We talk about a wide range of things that affect me not just the product – which is great too – have to have that – they listen.”

What Aaron is talking about here is a very old model for an economy that was the centre of all tribal economies – the Gift Economy. In the Gift Economy, the Big Guy is not the man who has the most stuff but the person who gives the most.

This is the power in networks – this is how Open Source Works too.

Cliff Bremmer is a programmer who works for a company called Carley Corporation that bids on government contracts to develop instructional CD base/computer based training for the US military.  ”In my spare time I help companies understand and navigate the social media spectrum in a professional yet interactive way.  The company I’m currently helping is the one my father works for called the Jamaica Pegasus Hotel“.

The Gift?

Not only is he a fan but in interacting with Boingo he has learned a lot about how to use SM media well. “If there is anything I’m proud of lately it’s that I helped the Pegasus Hotel promote their brand with the help and support of @Boingo and other companies to become one of the most popular brands in Jamaica.” Boingo is  not only helping him with his travel and Wifi but is talking with him and helping him help his dad in his business with advice and Tweet Up prizes such as free access and bag tags. The Gift in action!

He can see the flaws of how most use SM – “They are stuck in self promotion versus communication. I can see through it all – it’s all about them.”

In the Gift Economy that drives Trust and so Strong Ties, the starting point is YOU. In the non network economy the starting point is ME. No small difference!

Shelby Rogers is a flight attendant, a serving soldier (in the active reserve) and the wife of a serving soldier. Travel is her life. When she is not working, she travels. Access to Wifi has made her travel better – “I now know more than the Gate Agent does about my flights!” and it has taken away much of the loneliness that travel brings with it. Who has not been alone eating room service and watching TV in our room? “I can stay in touch with my husband on Skype and every city seems to have a friend in it.”

For Shelby, Boingo is a service that truly meets her needs. But it is how Boingo is connected to her that has transformed a pleased customer into a Super fan.

How often has your service provider taken you out to dinner? “We have even had dinner recently. I am now a walking billboard for Boingo with winking bag tags!”

So what does this mean? What are the lesson for both Boingo and for you?

• Baochi is no accident – the Boingo senior leadership have created the role and given it the space to enable someone who is naturally humane to be herself inside it. This new way of using Strong Ties to be the centre of a network is all about culture. In most cases senior leadership is too scared to let go. But if you do let go and create this safe place then the power of the network effect can be yours
• A really powerful network has to have an inner core bound by Strong Ties. This is where the leverage is. One staff person like Baochi can without too much trouble have close ties with 34 people. That gives her an outer network of 1.3 million. If she can handle the Dunbar limit of 144 that creates an opportunity of 400 million! You can see that with the right person, you can have a vast reach – provided you realize that your goal is not to have thousands of relationships but a few Strong Ones
• The secret is the math of social leverage. Many of you know about the “Dunbar Number”. Some of you know about “Magic numbers – the hierarchy of trust in human groups. If you don’t here is a quick primer.

So what now?

I think that the next stage would be this:

• At the moment all the Super Fans have a strong relationship with Baochi – I think that the best next step might be to find a way to connect them to each other
• At the  moment most of the dialogue is still about the obvious and excellent service that Boingo provides – I think that some of the work that the Super Fans could do might be to deepen the conversation – Shelby touched on this in her interview with me – What is it that being easily connected while travelling does? In her case it helped her deal with isolation and loneliness – it helped her do her job better – it kept her in touch with her husband – these are deep issues that I think connect all of us who travel a lot

As I think about networks, I think about the laws of physics. All systems have order and attractors. Some force is needed to keep systems coherent.

Think of the Sun in our own local system. It has mass that provides a gravity that holds all the planets and asteroids and stuff in a pattern. It has energy that creates life in the system. I think that any healthy human social system has to have gravity and light.

At the very centre is the “Right Space” a Trusted Space created by the leadership. In this Space, the Right Person – Right being a person who as part of her natural persona truly cares about others. Connected to her is the fuel and the mass that makes up the Sun – the Super Fans. The closer they are to the centre and the closer they are to each other – the more mass and the more energy. The more mass and energy, the larger and more healthy the network of Weak Ties that form up around the Sun.

What gets in the way is our fear about losing control.

At Disney the surface of the Brand Icon never changes but inside the mask is a person who changes all the time and so is never allowed to speak.

But in the new world we have to take off the costume and let the person inside have conversations with the public – HARD to do.

Comments

Have books been bad for us?

May 12, 2010 at 1:10 pm · Filed under Collaboration, Community, Culture, Innovation, KM, Network Effect, Relationships, Social Media, Social Networking, Social Objects, Trust, Trusted Space, User Revolution, Wikinomics, Wikipedia, Wisdom of Crowds

A really weird thought has been building in me for months. Have books been a bad thing?

Is this better?

If so – why?

If so – Is this the campfire of all campfires?

So what’s my argument?

Many people are convinced today that the birth of the web is making us stupid. That the web is only superficial. That only dense books can contain and spread real knowledge.

I am coming to the conclusion that the opposite is true. That books make us stupid and that the web, like the campfire and for the same reasons as for the campfire is what makes us clever.

So here goes. All our foundational knowledge was discovered around the campfire. Imagine you a hominid sitting around the fire at night. You are awake. You are looking at each other. I would imagine that at first, before we could speak, we sang or made music together. The fire elicited a social dance of interaction and community.

I think we can surmise that the campfire helped us speak and so it helped us become conscious. Something like this happened about 100,000 – 60,000 years ago. For suddenly our tool development, art and technology took off. All the foundations of our world today were discovered in a 10,000 year period. Tools had been the same for a million years. Within a 1,000 years they were completely different. We invented pottery. We invented metallurgy. The wheel. Everything we depend on was discovered then. Not only discovered but widely disseminated in a short period of time.

How did this occur?

My bet is that it happened because of the social process created by the campfire and by our hunter gatherer culture of equality. Such an environment extracts order from chaos. Design from intuition. It is ideal for the exploration of implicit knowledge. It is ideal for discovering things that we don’t know exist. It is ideal for taking half baked ideas and refining them. Let’s use a thought experiment.

How did pottery get invented? Surely no one said “Let’s have a project to invent Pottery!” How can you invent something that had never existed? No it must have happened like this – The People stopped for the night after a rainfall. The next morning, as they prepared to leave, the fire keeper noticed that beneath the coals that she was harvesting, the ground had baked to a crust. Maybe she could carry the fire in this thing – this bowl. That night as they shared the food around the fire, she told the people what had happened and showed them the “bowl” that she had lifted out of the earth the day before. And the conversation began – how had that been? Did it hold the fire well? What else could it hold? What if we put it back in the fire? Would it hold water? And on and on. Experiments were made. Some earth worked better than others. At the seasonal meeting with the Cousin Peoples, the People shared their story with the others and gave up a “bowl” as a gift their elder. At the next season meeting, the two tribes spent days sharing the stories of the experiments that they had been making…….

There was no peer review. There was no authorized way of doing it. No one was telling anyone. They were sharing and asking and arguing. They were having conversations!

But with the book comes authority. With the advent of the book, much of knowledge development stopped. Only the in group was allowed to play. What mattered was not observation. Not trial and error. Not experiment. Not sharing. But authority. Most of the accepted authority were texts that had no basis in observation or trial and error. Ptolemy, St Augustine and Galen ruled.

Worse because of the “Book” people who did observe or test were killed or persecuted. The Book stood for the ONE WAY. It spoke not you.

For a while, with the advent of the press, knowledge opened up.

But where did the great advances then come from? Did they come from the Universities? No they came from amateurs – from Natural Philosophers. Who met in clubs over dinner to talk about their work. Gradually, the “BOOK” came back. Only papers written and approved inside the authority system counted as being right. People outside the authority system were discounted.

Knowledge was seen as an explicit thing – an object. The Book was its metaphor.

But now with the web, we have a global campfire. Once again, we can play with ideas, with observations and experiments. Once again we can share with equals who will not knock us down. Even better, this time the group around the fire is not 35 people but all of us.

What new things will come from such a process? Surely amazing things. Things that could never have come from the use of books.

As a person who loves books, whose life is reading, I now wonder……

Comments (50)