In the 1960s, young people led the sexual revolution. Scroll forward 40
years, and young people are at the vanguard of a very different kind of
uprising. This time, they are revolutionising the way we work and the way we
interact with friends, colleagues and clients.
The trouble is, just like the Swinging Sixties, some are finding it difficult
both to keep up with the new ideas and condone its subversive behaviour.
The Xbox Generation, the Millennials, Generation Y or simply the under-25s
are entering the workplace today and, like it or not, they have very different
ideas from the over-30s, let alone Baby Boomers. They have grown up texting and
instant messaging their mates; they buy and sell on eBay, use WiFi, download
music and interact through blogging; MySpace,
chatrooms and YouTube.com are their playrooms.
Control has shifted away from a powerful few, into the hands of the me
generation, and they will not be told what to do, either in their personal lives
or once through the revolving doors into the office.
‘They want to take whatever technology is around and do whatever they want
with it,’ says Bob Marsh, chief information officer (CIO) at financial services
specialist Friends Provident.
IT directors have a choice: tap into the energy and ideas coming from this
revolution, or stick their heads in the sand and pretend it will not happen. It
is a face-off battle, and traditional old-style information system departments
do not stand a cat in cyber-hell’s chance of winning.
The underlying cause of the generational mismatch is what analyst Gartner
calls the consumerisation of IT, as technologies with origins in the consumer
world infiltrate the enterprise. Instant messaging (IM), Skype and free
applications – such as desktop search and the internet – are just the tip of a
consumer-driven iceberg.
‘I absolutely believe the trend of consumerisation of IT is one of the big
change areas in how IT will be delivered over the next 10 years,’ says Reuters
CIO David Lister. Reuters is making a huge effort
to spot and adopt new ways of working using consumer-led technology.
Consumer applications of technology are succeeding where traditional IT has
failed. Peter Cochrane, co-founder of ConceptLabs, and formerly chief
technologist at BT says Wiki technology, for example, is now being used for
knowledge management. ‘We’ve had people talking about knowledge management in
the enterprise for decades and out pops Wikipedia.’
The business, meanwhile, has long been trying to break down software into
reusable chunks – and developers have now created mash-ups, files that slice
together movies or audio files to create something completely new.
‘It’s like software becoming “legoised”,’ says Cochrane. ‘The enterprise has
been singularly unsuccessful in its attempts to do it, but it’s happening with
mash-ups.’
Change, then, is most definitely afoot. Last century computing comprised
expensive research and development to create a new product, but costs were so
high it took time for even big businesses to adopt technology. As costs reduced,
the IT gradually filtered down to home users.
This century computing is about cheaper technology that is available to the
mass market. People buy the latest gadgets, bring them into the office and the
devices are then fed up through the IT food chain.
A new Xerox-commissioned study by Forrester
Research suggests a worrying digital dyslexia, as relatively few firms give
new workers the kind of collaborative, social networking tools they are used to
at home.
While the Millennials are aware of blogging, webcasts and remote access to
email, 59 per cent of business executives questioned say they have no plans to
post information on community sites or blogs. Only 44 per cent say they
collaborate online with suppliers and partners.
The report also highlights that Millennials are used to receiving information
from multiple sources, are good at multitasking, enjoy collaborative work
spaces, want instant access to information and like non-hierarchical peer
groups.
Crispin O’Brien, head of technology for consultant KPMG, says it will prove
very difficult and counterproductive to force young people with a broad range of
social computing skills to change to fit in with strict corporate rules – it is,
therefore, up to the organisations to transform.
‘You can’t take people who are used to working at a different pace and more
informally and say you must fit into our system,’ he says.
The key word for the new generation is collaboration. Where Web 1.0 was all
about ordering online and logistics, Web 2.0 is all about social networking:
using the technology to put people in contact with each other. In the corporate
world, we are already seeing such trends with outsourcing, and the need to
communicate with partners and customers beyond the firewall, which means ‘you
can’t just hunker down with old-fashioned IT,’ says O’Brien.
It all means that finding information is about who and what you know. And
Cochrane says that we are increasingly building a Google-like world. ‘The future
is about search, rather than files,’ he says. ‘Companies are anal about their
files, but they should be anal about search.’
But what companies actually tend to be anal about is securing files, and the
natural reaction for many IT departments faced with a bombardment of new
technology is to batten down the hatches.
Providing employees with internet access inevitably exposes organisations to
outside threats, which flies in the face of the natural inclination of the
traditional IT department’s desire to protect.
Just as some firms still do not like people to receive personal emails or
make personal calls, the growth of iPods and memory sticks, for example, can
pose a threat. But rather than take a blanket approach, firms need to think
pragmatically, says Chris Smith a researcher at user group the Corporate IT
Forum. ‘Companies tend to lock down systems, so why not look at those areas of
acceptable risk?’ he says.
There will be parts of the business and information that needs restricted
access, but that does not apply to everything. It is also important to explain
the reasons why security procedures are important.
‘Education is incredibly important,’ says John Sutherby, chief technology
officer of global digital marketing agency AKQA. ‘Generally people are educated,
but there’s always the temptation for people to cut corners because it is
convenient.’
Malcolm Carrie, CIO at aerospace firm BAE Systems, agrees there has to be a
balance struck between allowing staff freedom to use technology and keeping the
company safe. Like many companies, BAE is aware that consumerisation is coming
and it is preparing to respond.
‘Along with peers across the industry, we are all starting to realise there
is something in this, but certainly for my own company, we have had discussions
about personal and business use,’ he says. ‘Here and now we would not permit
personal items to be used within the firm.’ But that policy will not always be
the case: ‘We’re beginning to wonder if that makes sense?’ he adds.
Paul Freeman, until recently head of IT infrastructure of
Barclays Capital Freeman, recognises that it is
hard to get the balance right. The financial services industry can barely
breathe without a piece of legislation affecting technology use.
The new BlackBerry Pearl, for example, has a camera fitted – and the
Financial Services Authority does not allow cameras on the trading floor.
It is all a matter of striking a balance between what is valuable for the
business in a highly regulated environment – and given the kind of people who
enter investment banking, it could be just as dangerous to ignore the march of
new technology.
Do you agree?
Have your say on this article