In recent years, much has been reported and written about the changing shape of the workforce. Here in San Francisco, on-demand consumer companies like Uber and Doordash are daily reminders of companies built and scaled with contractors. But they aren’t alone. As early as 2016, reports showed that almost all companies have a mix of employees and contractors, and this kind of organizational complexity impacts the operations of teams like IT and HR. From establishing and communicating different processes for full time and contract workers, to finding a way to support a 24/7 global organization, these teams are in need of tools that help them scale.
Today, I’m excited to share the first step we’re taking toward putting contextually-relevant knowledge in the hands of our customers. It’s simply not good enough to direct employees to the intranet or a wiki. In the on-demand workplace, employees want “last-mile information,” the very specific answer relevant to them.
First, with Resource Visibility teams can protect sensitive information, and share with the relevant groups only. That means private resources can be created for the internal team, select processes can be made transparent to managers, and specific policies can be shared only to contractors. This protects populations from being shown resources that don’t apply to them, or are otherwise confusing.
Next, we’re using the people data from HRIS integrations to learn what’s most relevant to certain employees. For example, a SF-based employee shouldn’t be blocked from seeing the NYC office wifi password, but it also doesn’t make sense to return a list passwords for 10 offices every time a user asks for the wifi password. With Resource Preference (coming soon), teams can suggest relevant audiences, which we’ll learn about over time.
Now we’ll learn which IT team should handle the request based on things like the user’s location and department.
Finally, we will be taking team configurations into consideration when routing requests. We’ve seen many IT and HR teams split by location or business unit, and now we’re learning how to incorporate those differences. Previously, anyone asking for a “new laptop” would be routed to any IT team, based on the content of the question, but now we’ll learn which IT team should handle the request based on things like the user’s location and department. As teams train atSpoke by assigning and reassigning, we learn and get smarter and more accurate over time.
Serving the needs of an on-demand workplace is challenging, and we understand that our workplace tools need to evolve. That’s why there’s no better time than now to be building software from scratch that takes advantage of cutting edge ML technology, modern interfaces, and world-class integrations. We’d love to show you how atSpoke can declutter your Slack channels, help keep knowledge up to date, and give you time to make meaningful change in your company.