[JjinBeat] "Focus on 'How' Rather Than 'Where' in Work" [OfficeShift] (36)

Interview with Darren Murph Selected as One of the "50 People Shaping the Future of Work"
Former GitLab Director...Gaining Attention for Writing a Guidebook

Editor's Note[Jjinbit] is short for 'Jung Hyunjin's Business Trend' and 'Real Business Trend,' a segment that showcases trends in the changing nature of work. The segment within Jjinbit called 'Office Shift' closely examines changes in offices triggered by the COVID-19 pandemic and serves as a foundation to explore answers to new work styles through experiments we have conducted together. It comes to you every Saturday or Sunday. After 40 installments, it will also be available as a book.

GitLab, an open-source platform for developers worldwide, has operated with all employees working remotely since its founding in 2014. Without a single office, about 1,800 employees scattered across more than 60 countries work fully connected online. Unlike typical remote work companies, GitLab documents all company operations in writing, creating a system where information can be instantly accessed through document searches. The resulting guidebook, called the 'Remote Work Playbook,' is publicly available online and has reportedly been downloaded over 150,000 times.

The person who authored this playbook is Darren Murph, former Remote Work Director at GitLab and now an advisor. In November last year, Forbes included him among the '50 People Building the Future of Work.' Forbes described him as the 'head of remote.' CNBC dubbed him the 'Oracle of Remote Work.' Murph joined GitLab in July 2019, just before the COVID-19 pandemic, and built and managed the remote work system until January this year.

One of Forbes' '50 People Shaping the Future of Work,' Darren Murph, former Remote Work Director at GitLab, Advisor (Photo by Darren Murph)

In an interview with Asia Economy on the 8th (local time), he described himself as an 'advisor.' Based on his experience at GitLab, he helps the IT sector think about the future of work and develop various work systems. When asked what is important in creating the workplace of the future, he answered, "The key is to focus on how work is done rather than where people work."

Having built and systematized remote work systems during the chaotic pandemic period, he was asked how work and work environments will change over the next decade.

◆ Why Work Methods Must Be Documented... "Not Just Knowledge Transfer but Search is Crucial"

Murph repeatedly emphasized the importance of 'codifying' information related to work operations during the interview. He explained that the traditional way of transferring knowledge person-to-person in a physical office is no longer sufficient; instead, individuals need to be able to search and utilize knowledge within a structured system. Explaining why GitLab focused on creating the playbook, he introduced how our workspaces are changing.

"(Before and after the pandemic) the purpose of physical offices has changed the most. Before the pandemic, offices were the central hub of work in most companies, but after the pandemic, offices have become complementary assets supporting a new central hub ? the cloud headquarters. Nowadays, most global companies have employees who are 'distributed.' The world of work is becoming increasingly distributed, and only a very few industries will gather in one place to work within the next 5 to 10 years."

"Even if employees are in the same office building, they are often spread across different floors, effectively working far apart. Ignoring this reality in the information age is foolish. In such work environments, it is wiser to invest time, energy, and resources in adopting new tools that facilitate smooth work processes. The key is to focus on how work is done rather than where people work."

Murph predicts that the system for delivering work-related information will change in the future. He foresees artificial intelligence (AI) and large language models (LLM), a core AI technology, being used to create work environments that make work easier. This means technology will play a role in the process of codifying all necessary work information and building searchable systems.

"Within the next 10 years, high-performing organizations will have established robust knowledge management systems. These companies will optimize their work systems for the speed of 'knowledge retrieval' rather than the speed of 'knowledge transfer,' which requires all employees to be in one place. LLMs will allow new employees to ask common questions to the system instead of other employees and help them understand cultural nuances when joining a new company or team."

"One major obstacle to successful remote work is codifying company operations. There is a lot to document, read, and maintain. These technologies (AI and LLM) will enable employees to ask key questions about company operations, strategies, and initiatives within the knowledge management system and provide answers that reflect more subtle distinctions than traditional search results."

Murph believes this will help build an environment where work becomes easier.

"There will be fewer unnecessary meetings, and LLMs will be connected to knowledge management systems. The most noticeable change is a renewed focus on codifying company culture, values, and operations. These elements were traditionally passed on orally among employees or gradually learned within physical spaces. This method was inefficient and centered around extroverted individuals but was maintained because of physical offices. Going forward, precise writing and clear information delivery will be important for both individuals and organizations."

◆ "Realizing Work is Only Part of Life... Relationships Outside Work Become Important"

Although Murph has built remote work systems, he does not believe all employees should work remotely. Rather, the COVID-19 pandemic confirmed that appropriate work styles depend on the nature of the work.

"Work is no longer one-size-fits-all. Some tasks are best done in intentionally created groups, some require isolated focus time, and others can be performed effectively in various ways. During the COVID-19 period, many organizations forced everyone to work from home in one way. This certainly enabled great flexibility, but at the same time, it became clear that some work is more effective or enjoyable when done together."

The appearance of advisor Darren Murph working remotely (Photo by Darren Murph)

However, he is certain that companies adopting flexible work styles will attract the best talent. The pandemic changed workers' values related to work.

"During the pandemic, millions of workers experienced more flexible work compared to the past and realized that work is not the dominant factor in their entire lives but only a part of it. Before the pandemic, most social relationships were formed mainly at work, but now people recognize that relationships outside work are important for life satisfaction and are rearranging their time accordingly."

Murph predicts that, along with this shift in values, relationships and interests developed outside the workplace will gradually permeate the workplace, fostering deeper connections among colleagues and influencing organizational culture. Using his own experience raising an adopted child as an example, he explained that building relationships based on personal interests leads to deeper connections than those formed solely through work.

"Before the pandemic, employees often had dinner with colleagues after work. After the pandemic, individuals tend to schedule time with family, neighbors, and community members more. I am an adoptive father and enjoy spending time in the adoption community and helping people involved in it. After work, I volunteer at a maternity support center, church, and foster care homes. When I build relationships with colleagues, I mention these community activities. Relationships will start to form based on this."

Now that we have entered the endemic phase, conflicts between labor and management remain intense during the maintenance of remote work and office returns. When asked if conflicts are inevitable, he replied:

"Conflict and disagreement are necessary for growth and development. The same applies in the workplace. The most important factor in establishing a work system that satisfies both employers and employees is the concept of choice. Employers can choose a more or less flexible culture compared to competitors and implement new work systems based on that choice. Employees can choose where to invest their time and energy. I believe the most talented individuals will choose to work with the most flexible employers."