Scott Castle, VP & GM for Cloud Data Teams at Sisense, gives insight into supporting and empowering key workers through technology, and how this affects business success.
Cultivating a new generation of such knowledge workers is one of the great challenges of the modern era. Today’s knowledge workers are more global, work across more industries, and are not always even in the office. Each has a different workflow depending on their job, with their own specific ways to leverage their knowledge. But what are ‘knowledge workers’, and why is empowering them with the right tools, training, and culture critical to drive business success?
Knowledge workers then and now
Historically, we thought of ‘knowledge workers’ only as technology professionals, such as programmers or systems managers. As technology became more accessible, however, more professionals in other fields were able to wield technology to generate even more value through their work. This included physicians, designers, engineers, and others.
Today, technological advancements have made information and tools ubiquitous, personalized, and invisible. We now have the capability to augment everybody’s thinking without expensive, time-consuming software certifications and data literacy programs. Everybody in our organization is a potential knowledge worker.
This sounds like a pipe dream, but many innovative companies have already turned this dream into reality. Canadian airline Air Canada is one example, and as Safety Analytics and Innovation Manager Shaul Shalev explains, they didn’t just think of analysts and executives as their knowledge workers.
They identified that gate agents, maintenance professionals, and other front-line employees make critical business decisions, often with significant consequences for safety. Through the use of information, specifically insights from data, they empowered entire teams of workers to make smarter decisions for all of us.
”With data, our front-line employees will be able to potentially make a different decision that will be a more safer decision to our clientele, both clientele as our passengers and the employees themselves,” Shaul says.
The next generation of knowledge workers
To empower these knowledge workers, we will have to provide them with the information and tools to succeed. Historically, that meant teaching workers to use existing technology. We will have to be more creative than that. Computers, which Apple-founder Steve Jobs famously called ‘the bicycle of the mind,’ are no longer enough, at least in their desktop form. We cannot expect people to sit at an office desk to find important information and do their work, a fact made even more apparent in the Covid-19 pandemic. We must find new ways to unlock knowledge workers, wherever they are and however they work. The companies that do this will be the ones that leapfrog the competition and change their industries.
Ensuring knowledge workers have the right tools and resources
Knowledge workers are increasingly diverse, with varying skill sets and even physical job locations. This presents an obvious challenge: How do we actually teach this growing and changing workforce to use the technology required to harness advanced tools and information? The answer is simple: Don’t.
Instead, work the other way around and personalize the technology to them. The fastest way to empower knowledge workers is to leave their workflow alone and simply enhance it.
Here’s how: Knowledge workers have dedicated tools to help them do their jobs. For some workers, these tools are complex machines. For others, they are business applications. Identify the main tool for each knowledge worker, then adapt technology to make those tools even better. Give in-the-field workers mobile devices, so they can access critical information without returning to a desktop computer. Move company-wide applications to the cloud so workers can access them from anywhere. Embed existing business applications with insights from data, so professionals can make smarter decisions without turning to additional dashboards and data portals.
Building remote working resiliency
Accelerated by the Covid-19 pandemic, the rise in remote work is here to stay. Gartner predicts that by the end of 2021, more than 51% of all knowledge workers will be remote, and in fact, nearly a third of all employees worldwide will not regularly work from an office.1 As a result, we’ve also seen an increase in the number of business applications that knowledge workers must use every day. Identity-management company Okta reports that the average customer in 2020 used 88 apps, with many customers reaching almost 200 apps.
This has two implications: First, information and tools must be accessible from anywhere without turning to additional experts for help. Second, the fewer apps and distractions workers have, the better. Some context switching is inevitable, such as using workplace chat apps or collaborating in a coworker’s productivity tool. However, it is critical that we do not ask knowledge workers to deviate further from their core workflows to access more analytics, information, or tools.
The key here is, once again, focusing on a user’s workflow. Rather than have users visit dozens of different standalone apps, sign in to various portals and digest emails and PDFs in dozens of locations, bring all that information to where they do their main work and where they collaborate with others. This creates a seamless world where knowledge workers can be in and out of the central apps, focusing on their decisions and barely aware that they’re using information and tools at all.
The right technology solutions to support knowledge workers
We cannot talk about empowering knowledge workers without acknowledging the role of cloud computing and artificial intelligence. AI is more sophisticated than ever and can now scan entire databases and suggest customized actionable intelligence. Cloud computing no longer simply means making files accessible from anywhere but also harnessing powerful servers to compute tasks and generate insights in seconds. Ultimately, both technologies are critical to helping future knowledge workers do their jobs from anywhere in the world, using any tool or application.
In the past, knowledge workers relied on desktop computers in dedicated office spaces to do their work. They learned to wield complex tools and applications to make decisions, such as BI tools and complex programming languages. Through those tools, the first knowledge workers generated value never seen before. Now, technology has advanced that we can personalize those tools without teaching users how to use technology at all.
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This is how the most innovative companies will unleash the next wave of knowledge workers. They will look to empower everyone in their organization, giving them the information and tools they need to make better decisions, wherever they are, in whatever apps they use. The technology that first created knowledge workers will recede into the background, and everyone will become smarter without even knowing it.