Monday, October 13th, 2008
We’re in recession. The global economy has bronchitis and is coughing up dead and dying banks all over the place. Governments are scrambling to put together bailout plans. The housing market has zombified, with house values plummeting and foreclosures sky-rocketing. Consumers have no disposable income and are struggling with food and fuel prices. Businesses everywhere are pulling their horns in, wondering how - and if - they are going to survive.
Now, more than ever, it is essential that businesses reconsider how they communicate, collaborate and converse, which means that the most important thing they can do is invest in social tools. Now, I know what you’re thinking: “Wow, Suw, what are you smoking?” But bear with me here.
Recessions mean you have to do more with less. You can’t afford to have your people wasting time, even unintentionally, using inefficient tools or sticking with bad habits. For many, that means that email is a liability. As I found when I was researching my article for the Guardian on email, some people in business are checking their email every five minutes. Given that it takes some 64 seconds to recover your train of thought after being interrupted by a ‘new mail’ alert, that’s over 8 hours wasted each week.
Of course, that’s not the only way that time is frittered away in the course of day to day activities. Using email to collaborate on documents is astonishingly wasteful, compared to working on a wiki. We lack studies that specifically look at how email is used in this way and how long it takes to collaborate via email attachment compared to on a wiki page, but my experience is that using a wiki really cuts down on the time and effort required to co-author a document.
Then there’s duplication of effort. I did some work with a company recently who had started to use social tools to improve collaboration. One unexpected side effect was the discovering that there were two teams, in different locations, both trying to solve the same problem. Once they knew that they were both working on the same thing, they could share resources, information and expertise.
Institutional knowledge also often gets lost: people end up re-learning what others already know, because there’s just no communication between them. That’s especially true of day-to-day knowledge which is important, but not the sort of thing that gets encoded into documentation (which is out of date as soon as it’s published anyway). Opening up the conversation by encouraging people to do their work on a wiki is a great way to capture information as it happens. It’s not about cataloguing it after the fact, but keeping info alive as a side-effect of just getting on with things. In a recession, you can’t afford to be reinventing the wheel all the time.
A recession is also not a great time to just throw stuff at the wall and see what sticks. But businesses don’t need to experiment, they just need to work with people who truly understand social tools. More than anything, businesses need to invest in their people, in understanding how they work right now and how they could be working.
Personally, I fail to see how any business right now can afford not to address the inefficiencies inherent in their organisation’s existing comms tools. Now, more than ever, businesses need to raise their game, improve communication, improve collaboration, improve conversation. But in this climate, they can’t afford to get it wrong - there’s no slack in the system anymore. Luckily, there’s no need to get it wrong. There are some great people out there who can help you do it right.