Why Reconcile Technology and Communication
Technology has transformed communication by increasing the transparency in the way we converse. Mimicking human interaction is perpetually developing as we can now talk to our devices and they respond. Streamlining technology and communication has enhanced our collaboration in the workplace and will continue to do so as we embrace technological advances such as Artificial Intelligence (AI), Augmented Reality (AR), Virtual Reality (VR) and the Internet of Things (IoT).
Acutely aware of these branches of technology, the Netherlands is heralded as ‘The Digital Gateway to Europe,’ with their government backing the digitalisation of healthcare, mobility, energy and public administration. The Smart Industry Implementation Agenda is also driving digitalisation, with the aim of developing the most flexible digitally connected production network in Europe by 2021 through smart working. The birthplace of WiFi and Bluetooth, the Netherlands strives to maintain its position on the digital map as the ‘Most Connected Country in the World’, according to DHL Global Connectedness Index 2014. Proclaimed as the next industrial revolution, IoT, AI, AR, and VR possess the potential to develop communication between employees, management and clients; from using AR to display interactive 3D models when pitching an idea, to IoT enhancing crisis communication through implementing drones into response strategy. These methods of smart working are beginning to be employed across the globe and the Netherlands are zealous to pioneer this movement.
The Internet of Things
IoT is comprised of embedded systems such as wireless sensor networks and vehicular automation whereby appliances are connected to the internet to collect and exchange data. The number of connected devices now exceeds 17 billion, according to IoT-analytics, predominantly fuelled by consumer devices like SmartHome along with the enterprise side of connected machinery. IoT is essentially the epitome of connectivity; analysing everything
within the workplace ecosystem to improve all its components. It can remove the reliance on human intervention with technology by establishing a network that functions autonomously, allowing for faster operation. Drones have been used to hasten emergency responses through AT&T’s development of the Flying COW (Cell on Wings), a large drone tethered to the ground capable of remaining in flight for 24-hours-a-day which was used after Hurricane Maria in Puerto Rico to expand mobile network coverage. In the same vein, Nokia are creating technology that allows surveillance of hostile scenes before firefighters enter to warn of hazards and the location of endangered people by using real-time and thermal imaging.
The Netherlands recognises the potential of improving digital infrastructure with its launch of the Digital Connectivity Action Plan to make 5G widely available to increase safety. Aside from emergency services, Dutch start-up company Undagrid are working on adopting IoT in the workplace by forming an autonomous communication network that connects assets within airports, harbours, and logistics. Teleena claim to have created the world’s simplest solution to manage IoT devices on a single portal and offer services for coverage, connectivity, and control. These subscriptions will allow local roaming on over 600 networks in over 190 countries, streamlining operations and thus reducing costs as well as device management and business data automation for IoT devices. In all these organisations, IoT offers remarkable opportunities to improve communication whilst simultaneously saving money. We can be notified of system errors or predicted damages that can correct themselves, resulting in higher yields and less downtime. More work can be squeezed into the day with devices left to run autonomously, allowing productivity and rewards thus encouraging employee satisfaction and retention.
Cybersecurity
IoT poses significant cybersecurity risks (as mentioned in the Dutch Digitalisation Strategy) in that whilst it expands connectivity, it also increases potential targets for hacking. On a positive note, it opens an array of new jobs as it becomes a necessity to develop internal specialists within organisations who are continually researching the technology on the market, running trials and analysing the user experience. Smart Industry predicts that within ten years, over 10,000 jobs in the mechanical engineering and construction sectors will emerge as cybersecurity becomes a ubiquitous issue. Amongst competitors, the Netherlands are preparing extensive security measures such as The Digital Hardware and Software Security Roadmap which addresses cybersecurity and offers preventative methods, including discussions of liability and the implementation of mandatory certification at European level to explore a testing facility. The Dutch government is invested in cybersecurity management, having earmarked 1 million euros for a call for research in 2018 using the Ministry of Justice and Security, the Ministry of Economic Affairs and Climate Policy, the Ministry of Defence and the Ministry of the Interior and Kingdom Relations.
Artificial Intelligence
Artificial Intelligence (AI) is perpetually expanding, to the extent that degree courses on its significance in the future of software development are now obtainable. In September 2017, a training programme ‘AI for Marketing & Growth’ was launched by Growth Tribe Academy in Amsterdam. Additionally, the World Summit AI is held annually in Gashouder, Amsterdam, now attracting over 6000 attendees. These Dutch organisations stress the significance of AI education as Chatbots appear more frequently in the workplace, capable of uniting software across companies to create one streamlined communication channel. KLM Royal Dutch Airlines use Blue Bot (BB), in collaboration with Google Assistant, which can help users find flights and even pack their bags.
With bots assisting in mundane everyday activities, they could certainly play an invaluable role in the workplace by dealing with customer service related queries like ‘What’s the WiFi password?’ They could also be used on a Human Resources basis by distributing and analysing employee satisfaction surveys. In a study carried out by the Society for Human Resource Management, it was found that the current top challenge in HR is maintaining employee engagement and thus retention. Introducing bots to the office will spark intrigue and prove advantageous in substituting roles when staff are bound by innate human weaknesses such as the need to eat and rest, whilst bots can offer 24-hour communication and a faster response rate. A BBC article covers the potential of an HR bot in dealing with a sexual harassment complaint as they can offer judgement-free communication without time constraints. Though human interaction is reduced with bots essentially operating as messengers between humans, it allows more time for productivity, consequent reward and increased employee satisfaction due to a faster response rate.
Immersive Technology
Immersive Technology (IT) is set to dominate the digital world in the near future, with Gartner predicting that ‘by 2019, AR, VR, and mixed reality (MR) solutions will be evaluated and adopted in 20% of large-enterprise businesses.’ The realm of IT offers new ways to display data through 3D experience rooms and Head-Mounted Displays where an image is superimposed on the user’s view of the real world. This can be adopted for staff training purposes in organisations, as well as presentations in general. Revolutionizing communication in the workplace, AR can liberate employees from the confinement of office desks which the Greenhouse Group are attempting to evidence. The Greenhouse Group is an umbrella organisation of five digital marketing agencies based in the Netherlands dedicated to developing AR technology for office use. Employing the Meta 2 AR headset, their technology focuses on tracking hand and arm movements to operate a workstation, as illustrated through their demonstrational video. The concept involves using gamification to avoid reducing muscle movement to merely taps and clicks and instead to toss the paper away like a virtual basketball, as detailed in a Venture Beat article. The Greenhouse Group emphasise the importance of integrating marketing and technology so that both industries can reach their potential, succinctly put in their maxim ‘Technology is the engine of every marketing campaign.’ Highlighting the dependency of communication on technology, it appears that their method of embracing new technology is a logical approach in streamlining them, especially when technology will improve with more usage as the user experience is analysed.
IoT, AI and IT will drastically alter our methods of working over the next century, igniting a plethora of new specialties and jobs for teachers, technicians, consultants, cybersecurity lawyers and digital marketeers. They offer significant benefits for businesses from saving time as machines operate autonomously to increasing profit margins as more data can be analysed and logical solutions provided. The fear of technology, specifically cybersecurity breaches, requires urgent attention with IOT connecting everything, the potential damage is extensive - an issue addressed by the Dutch government in The Digital Hardware and Software Security Roadmap. Another concern is the decline of human interaction as a result of implementing these innovative technologies into the workplace. A vision of entire offices donning AR goggles and absorbed in virtual workstations is evoked, where staff report their issues to bots instead of humans. However, these same technologies can ultimately enhance communication between clients and employees, from using IOT to assist in emergency situations to employing AI in the form of bots (like KLM’s Blue Bot) where they act as an intermediary between humans, avoiding human error. AI allows HR feedback to be received and processed instantly whilst IT can improve employee engagement by revolutionising the way we work. The next logical step in reconciling technology and communication is to increase technology education opportunities, which the Netherlands are promoting through training programmes and the World Summit AI, so that we can implement IOT, AI and IT in the workplace efficiently and safely.
Sources
Dutch Digitalisation Strategy, Ministry of Economic Affairs and Climate Policy June 2018, Issue 114305
Written by Harriet Cox for Together Abroad