Use Technology to turn POWs into WOWs

I was the guest speaker on a webinar sponsored by GroupCast recently where I shared how the SHIFT process can be used to turn POW’s into WOW’s.  As a quick review, a POW is something internal or external that feels like a heavy blow.  A WOW is something internal or external that makes you feel happy or satisfied. The goal at work is to shrink POWs and grow WOWs. Employee engagement increases as internal and external WOWs increase.

As the webinar transitioned from my section to that of GroupCast, I was impressed at how their speaker, Paul Langhorst (VP of Marking) tied in with my concepts sharing that some workplace POW’s can be turned into WOWs with their system.

Paul shared that one of the chronic POW’s that healthcare organizations deal with is the need for urgent communication between the hospital and staff. Often times the need to communicate can be triggered by a POW such as the sudden need to fill a shift due to a census increase or by a worker calling in sick.  Trying to find workers on short notice can be very stressful (BIG POW), and Paul shared how the GroupCast system can be used to automatically call or text multiple off-duty workers with a shift need message.  WOW! No more “dialing for team members” – the system takes the work out it. Team members receive a message and call in.

This system also works for automating the process of contacting customers about appointments or letting parents of school children know about important information. I can see how a communication POW can be changed to a WOW through the use of their technology. Getting staff to the hospital when needed is a BIG WOW for the patients, leaders & other team members.

I am sure that many more examples of how POW’s can be turned to WOW’s through the use of technology exist.  However, I also believe technology if not used appropriately can become a POW.  The overuse of Facebook and texting immediately come to mind.  In an article in PC World.com, it was shared that “nearly 60% of work interruptions now involve either using tools like email, social networks, text messaging and IM, or switching windows among disparate standalone tools and applications”.  The article also found that “45% of employees work only 15 minutes or less without getting interrupted.” These stats are amazing and it is clear to see how social media is now a POW for many employees, employers and customers.

Technology is a wonderful thing if used appropriately. I am pleased to know that systems like GroupCast exist to help SHIFT POWs to WOWs. Gotta run…my new iPad is making a strange noise!