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Parkinson’s Law
and Bureaucracy 2.0
Jonas Söderström • Intranets2014 • Sydney
The digital workplace: How to avoid
@jonas_blind_hen
#intranets2014
#bureaucracy2
#stupidsystem
1994 –
Create new document
Photo: Maria Ålbrant
Enterprise
software sucks
The digital workplace
as a cause
of stress
Angry, stressed,
frustrated with IT
3400 2012
M T W T F
Biggest source of
frustration in the office?
1. Slow web applications
2. Computer
3. Printer
4. Boss
5. Meetings
1000 2012
Sydney Morning Herald, 20 May 2014
Sydney Morning Herald, 20 May 2014
0
5
10
15
Insecure 24h work On alert Dangers
26 %
Causing stress
IT Systems
3700 2013
from 145 to 313 clicks
With new system
Renew weapons licence
mean 2 hr 52 m
Write 1 report, shoplifting
Typical
causes
Too many
systems
Treserva (social security system)
WebbSotis (old social security system)
Giraff (internal invoicing)
Horisonten (accounting)
Prognosprogram (economy)
Winst (procurement portal)
Rappet (client reports)
Personec (HR reports)
Time Care (work schedule)
Winlas Webb (temps worked hours)
Time Care pool (assigning temps)
Lisa (accident reporting)
Adato (rehabilitation process management)
Offentliga jobb (recruiting)
Telephone self-service system
Karolinska University Hospital
Library, Feb. 18
110 employees
117 systems
Systems are
different
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
Liza reports hours worked in two systems:
one uses point, the other comma
1.5 hrs 1,5 hrs
1.5 hrs 1,5 hrs
What happens if she uses a comma
in the system that wants a point?
1,5 hrs
System ignores comma and records
15 hours, without any error message.
15 hrs
• Put in vacation plans - how often?
• Hard to learn
• ”...how did you handle this system, then?”
• Even if each system is used quite seldom …
• … some system is used each month or week.
Used seldom, but ...
x-ray delta one/flickr under a cc-license
YOUR
PROJECT
The user’s
experience
pchweat/flickrundercc-license
Burden
of vigilance
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
stupidsystem.org:
The doctor that rocks the mouse
Photo: Henrik Ahlén
Inferior
design
1 2 3 4
Next >>
Basket Shipping Confirm Pay
How to pay the invoice?
But people
are also
ingenious
Photo: Richard Gatarski
Photo: Richard Gatarski
Chores,
not work
Process managment
Documentation
”Command and
control”
Controls my work
”in an annoying
and unreasonable way”
8000 2012
”... all the software
designed to save us from
administrative
responsibilities turned us
into part- or full-time
administrators”
David Graeber
IT
command
&
control
+
Cognitive load
on an entirely new scale
Sand Hill 2012 Enterprise systems study
17% end user productivity loss
300
”The economic value
of losses outweighs
100% of total IT spend.
Ouch.”
How can
this go on?
”...we are
stifled by
administrative
systems”
Professors and teachers
at Uppsala University
–1%
+6%+5%
+4%
+3%
+2%
–2%
+1%
C Northcote Parkinson
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
Parkinson’s law
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
Bureaucracy 2.0
Bureaucracy 1.0 Bureaucracy 2.0
Growth of bureaucracy
+6 %
VALUEI suggest, IT systems are often really not about this.
POWERIt’s about power for management.
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0
does NOT set
concrete goals for
new business system
85 %
ComputerSweden 2010
40 %
abandonedf.ex. Chaos studies, Standish Group
”No clear reason or idea
behind the IT system”
8000 2012
What
to do?
What you need
to consider
See the whole
picture
Fight
bureaucracy
... even when it’s wrapped in IT.
is like trying to get
the toothpaste back
into the tube
Fighting bureacracy
Find real
business
impacts... not ”functions”!
JeremyToeman/Flickr
If nobody is
using it, it
doesn’t matter
how many
smart functions
it boasts.
Value – positive impact –
from IT is created in use
JeremyToeman/Flickr
Cognitive load is real.
You’re responsible.
The whole team
should observe
users.
Photo: Richard Gatarski
Demand ”consumer-
grade usability”
© Jan Gulliksen, Bengt Göransson and Åsa Cajander
15 years
But it’s not just
about the interface.
Are you really
empowering users?
Empowerment
Trust
Self-organizing
Freedom
Control
Distrust
vs
See the whole picture
Cognitive load is real
Are you really
empowering users?
Once again:
Further reading 1
David Boyle:
The Human
Element
Gary Hamel:
What matters
now
John Seddon:
Freedom from
Command &
Control
Further reading 2
Gojko Adzic:
Impactmapping
impactmapping.org
Henrik Kniberg:
How we got rid of time reports
– a story of waste elimination
http://bit.ly/1m7424d
Sources & links
Investing in mental health pays off, study shows
(May 20, 2014)
http://www.theage.com.au/victoria/investing-in-
mental-health-pays-off-study-
shows-20140519-38k7p.html#ixzz32PFP9UsT
”Enterprise software is the land that UX design forgot”
Breaking Through the Enterprise-UX Disconnect
http://blogs.gartner.com/brian_prentice/2014/01/29/
breaking-through-the-enterprise-ux-disconnect/
17% end user productivity loss:
2012 IT Adoption Insight Survey Reveals Disturbing
Level of Enterprise Productivity Loss (March 5, 2012)
http://sandhill.com/article/2012-it-adoption-insight-
survey-reveals-disturbing-level-of-enterprise-
productivity-loss/
David Graeber on administration
”Of Flying Cars and the Declining Rate of Profit”
The Baffler, March 2012
http://thebaffler.com/past/of_flying_cars
Mental health failing costs business $11b
(May 20, 2014)
http://www.smh.com.au/national/mental-health-
failing-costs-business-11b-20140519-38k5r.html
Thank you!Mail:
jonas.soderstrom@inuse.se
Twitter:
@Jonas_Blind_Hen
Site:
stupidsystem.org
inuse.se
Slideshare:
Jonas_inUse
The digital workplace: how to avoid Parkinson’s Law and Bureaucracy 2.0

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