Employee Networks Reveal How Things Get Done in your Organization

The organizational map above shows the email flows amongst a large project team in a Fortune 100 company. It is an x-ray of how the project actually works! Each person on the team is represented by a node. Each node is colored according to the person's department -- red, blue, or green. Yellow nodes are consultants, contractors, and other external specialists hired to work on this project. Grey nodes are not formal team members but are external experts consulted during the project.

The client's I/T department provided the email data. Only address information (metadata) in an email's To: and From: fields was gathered -- the Subject: line and the content of the email were ignored. Only emails addressed to individuals participating in the project were used. Emails addressed to large distribution lists were ignored. A grey link is drawn between two nodes if two persons sent email to each other at a particular frequency. The links in the social map are confirmed ties.

In addition to the network visualizations, network metrics were generated to see how well the various individuals and groups were interacting. The network was measured at the individual, group, and project-wide perspective. We took several "SNApshots" over time to view emerging changes.

The project x-rays began after a key milestone was missed in the 4th month of the project. They continued for the next 11 months. The project leadership regularly reviewed the network maps and metrics to monitor the health of the project.

The above diagram shows the project network soon after the missed deadline. Notice the clustering around formal departments -- blues interacting with blues, greens interacting with greens. The initial communication in this project was very siloed! Several of the hubs in this network were under-performing and came across as bottlenecks. Project managers saw the need for more direct integration between the departments. One of the solutions was very simple, yet effective -- co-location of more project team members -- a surprising solution in the age of the Internet! Another solution was minor change in a policy and a business process. These small interventions improved the information flow, and reduced the communication load on the hubs, whose performance improved later in the project.

One of the interesting "side effects" of this project was the discovery of the great connectedness of the yellow nodes -- the outside contractors -- in this project. They were better integrated in the knowledge flows of this project than any other group -- they reached more people, over shorter paths. Of course, the bad news is that these contractors will all leave at the end of the project, and the company will no longer have access to their knowledge. The company did not want to lose key knowledge from, and about, the project. They set up regular knowledge-sharing sessions where key network nodes would share their wisdom, experience and learning about the project. This allowed the knowledge to flow from the well-connected contractors back into the regular organization.

Once the regular monitoring of the network began, and the initial changes were made, no further deadlines were missed and project members expressed how much better things worked after the intervention.