MEREDITH Strategy & Design

We design great places and spaces that advance the purposes and performance of work.
Our mission is to help companies and organizations of every scale
more effectively achieve their goals
and capture value from what they and their people do.

Jim at meredithstrategyanddesign dot com

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Filtering by Tag: workplace behaviors

Why you should design for both culture and engagement in the same place

 

There is thus a time and place to focus on employee engagement, and a time and place to focus on culture evolution. Let’s not conflate the two, or we may end up solving the wrong problem
(“Improving Company Culture is not About Providing Free Snacks,” Alice Zhou, Strategy+Business, July 31, 2017)

I’m not so sure about that. When guarding against the conflation of the content of organizational culture and employee engagement, could it be the wrong move to separate times and places? Maybe the right move is to design a place with the content to nurture the continuity and durability of culture yet adaptable to times of changing focus and engagement.

I appreciate the idea that a heightened quality of experience that is characterized by the spirit that we call engagement may be episodic or periodic. Indeed, the concept of “flow” (Mihaly Csikszentmihalyi) or of scenius (Brian Eno) that might imply high levels of engagement seem in their nature to be transitory, unstable or short-lived.

Yet, it seems that achieving these states of high engagement and performance may be more easily achieved in well-developed cultures if, by culture, we mean a set of behaviors reflecting the values and unique identity of an organization. We expect these behaviors to be constant and culture to be durable and stable.

As a company confronts increasingly complex matters in highly dynamic conditions, however, the pace of its work cannot be a constant. Different conditions in changing contexts require an agility in organizational response, an ability to respond to conditions or develop products or services in modes that are simultaneously or sequentially fast, and slow, and spiky.

This responsiveness will then require ongoing changes in the organization of the organization. A small team of people may meet to generate an idea and, with proof-of-concept and support, grow over time into an organization of hundreds. An organization of hundreds may, at times, need to shape a war room for a small swat team to quickly confront a problem and find a solution. An organization may, in confronting the digital imperative, shift its culture a bit to accommodate the talents and work modes of a new class of employees. 

For people to engage, however, for employees to assemble the energy to meet the mission of the organization, for staff to commit and appreciate the experience of that commitment, they’ll look for assurances of the authenticity of the culture that seeks their engagement as well as the proof that they’ll be supported.

The place of work, the design of the work space, is a powerful signal of this authenticity and support. Overlooking its relevance can erode credibility and trust. How can I believe in a team culture when you isolate me in my high-walled cubicle? How can I believe in a culture of collaboration when the only space where I can engage with others is in a scheduled conference room? How do look forward to a culture of innovation when nothing in the workplace displays the products of my contribution? How do I embrace the values of the organization and behave in accordance with them when my leadership is invisible?

In the best of cases, and organization’s purpose and its culture align exquisitely. That alignment may be the key factor that nurtures great employee experience, that enables agility, and that nurtures engagement through the variable paces of business activity.

That may also be why we think that the conflation of culture and engagement in the place of work as an appropriate goal for design. In that regard, we see the design of the workspace not as independent of culture as Strategy+Business claims, but critical to its strength and viability.

In the course of events in society and business, different times and different contexts breed different conditions for response and action. Employee engagement is critical to success. We consider the activity of organizations and their components as variable, at times fast, slow or spiky, and design the workspace with the agility to respond at pace.

Culture, of course, is durable. We hear the description of culture in many ways but seek consistently to read, or support, the behaviors that are the true signal of organizational DNA. We design to make those behaviors visible in the workspace so that others may read their authenticity and imitate them.

 As we’ve consistently said, the leading organizations of the future will be the ones who “get” the experience of work.  Getting that experience is simultaneously about culture and engagement in the same place.

Getting the setting right for success​

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The tinge of privilege that infects Tyler Brule's arrogance may divert attention from what I think are some very appropriate observations about the settings where we do our work.

There are things that we all sense immediately about a place, its light, its materials, its people, a chair. Just as immediately, if the feel is not aligned, we feel our attention move off target. Our mood, and no doubt those of the others we are with, shifts. What we eventually accomplish in our meeting seems diminished afterwards.

Brule's whole account about a recent meeting reduced by the wrong chair is delightful to read in its entirety (here). I can't, however, resist offering a portion of his rant –

 

There’s nothing the Fast Lane likes more than the following: doing things right the first time; discovering cosy, compact neighbourhoods dotted with well-run independent businesses; a good train journey accompanied by a few choice friends or colleagues, a fine bottle of wine and a satchel full of favourite magazines; fine residential architecture that favours function and useful materials; Tokyo, with its winning mix of food, service, retail and general wackiness; an immaculate Italian beach club not yet discovered by boisterous Russians; buttons, dials, knobs and switches; good lighting (dimmers on everything); airlines and hotels that get the basics right and don’t dazzle with unnecessary distractions and fussy details. And, finally, individuals who possess the commonsense gene should be encouraged.
At the same time, this column isn’t terribly fond of “foam”, “mist” and “fog” as descriptions for dishes on the menus of restaurants hoping for a Michelin star – these elements are best left along the coast, where they belong. Supersize prams, and the people who push them while talking on the phone and drinking a bucket of coffee, are generally a public menace. Cafés where people are plugged into headphones and staring at laptop screens rather than flirting with neighbours or watching the world go by are frightening and alienating.
Tech-industry hype is exhausting (was a news alert about the share price of a social media company really necessary at 8am Hong Kong time on Thursday?) and needs to cool down. This column also has little time for hosts who show up to meetings with drinks for themselves but fail to offer anything to their guests; a new generation of workers who aren’t aware that it’s much easier to pick up the phone to resolve a misunderstanding rather than sending 50 emails about it; the colour purple (closely followed by teal); goat’s cheese; watermelon; new socks that sag and shirts that have the second-to-top button in the wrong place so they gape and wilt. And, of course, people who don’t possess the commonsense gene
 

 

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