Creating and maintaining a usable intranet Fiona Caldwell, Tatts Group
Agenda <ul><li>Introduction </li></ul><ul><ul><li>Who is Tatts Group & who am I </li></ul></ul><ul><ul><li>History of our ...
Tatts Group <ul><li>Provider of gaming, wagering and lottery leisure and entertainment products and services.  </li></ul><...
About Me <ul><li>Group Manager, Business Systems at Tatts Group.  </li></ul><ul><li>Wide portfolio – Projects and support ...
Our Intranet Team Team Leader SharePoint Admin x 1 Content Manager x 1 Developer x 3  (Workflow/.Net) <ul><li>6 team membe...
Journey of Tatts Group Intranet <ul><li>2003  </li></ul><ul><li>Basic Information Portal </li></ul><ul><li>- List of Hyper...
Journey of Tatts Group Intranet <ul><li>2005 </li></ul><ul><li>Generation I: Basic Intranet  </li></ul><ul><li>- Corporate...
Journey of Tatts Group Intranet <ul><li>2007 </li></ul><ul><li>Generation II: Corporate Intranet </li></ul><ul><li>- Corpo...
Journey of Tatts Group Intranet <ul><li>2009 </li></ul><ul><li>Generation III:  HR Centric Intranet </li></ul><ul><li>- HR...
Journey of Tatts Group Intranet 2011 Generation IV:  Task Focused Intranet - Electronic Forms - Integrated Workflow & Appr...
Useful & Usable <ul><li>Professional appearance </li></ul><ul><li>Consistent design & layout across different areas </li><...
Finding out user needs <ul><li>Intranets are one of the most valuable assets for any large organisation. They can help peo...
Finding out user needs <ul><li>Stakeholder Interviews (one-on-one):  </li></ul><ul><ul><li>Discuss what their job involves...
Finding out user needs <ul><li>Walk through key tasks: </li></ul><ul><ul><li>Prepare an extensive set of scenarios – what ...
Finding out user needs <ul><li>Walk through key tasks (contd): </li></ul><ul><ul><li>Identify all activities that make up ...
Finding out user needs <ul><li>Review logs and feedback </li></ul><ul><ul><li>Look for patterns in logs and feedback: </li...
Finding out user needs <ul><li>Observing staff using the intranet (usability test) </li></ul><ul><ul><li>Create realistic ...
Maintaining Content <ul><li>To make sure Intranet is  useful , need to maintain  current ,  accurate  and  reliable  conte...
Maintaining Content <ul><li>Consider authoring and publishing models used: </li></ul><ul><ul><li>Fully centralised </li></...
Maintaining Content <ul><li>Easy to use Content Management System: </li></ul><ul><ul><li>Provide a style guide – but don’t...
Maintaining Content <ul><li>Continual training, support and guidelines </li></ul><ul><ul><li>All employees are potentially...
Maintaining Content <ul><li>Communicate, Communicate, Communicate: </li></ul><ul><ul><li>Community of Power Users </li></u...
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Fiona caldwell presentation

  1. 1. Creating and maintaining a usable intranet Fiona Caldwell, Tatts Group
  2. 2. Agenda <ul><li>Introduction </li></ul><ul><ul><li>Who is Tatts Group & who am I </li></ul></ul><ul><ul><li>History of our Intranet </li></ul></ul><ul><li>Useful & Usable Intranets </li></ul><ul><ul><li>Identifying usability issues </li></ul></ul><ul><ul><li>Maintaining Intranet Content </li></ul></ul>
  3. 3. Tatts Group <ul><li>Provider of gaming, wagering and lottery leisure and entertainment products and services. </li></ul><ul><li>Brands include TattsLotto, Golden Casket, NSW Lotteries, TattsBet (previously Unitab), Tatts Pokies, Maxgaming, Bytecraft, and Centre Racing in Australia, and Talarius in the UK. </li></ul><ul><li>Originated in 1881 when founder George Adams organized a public sweep on the Sydney Cup horse race, and in 1897 it began operating the first government-endorsed lottery. </li></ul><ul><li>2,500 employees across Australia and UK </li></ul>
  4. 4. About Me <ul><li>Group Manager, Business Systems at Tatts Group. </li></ul><ul><li>Wide portfolio – Projects and support for: </li></ul><ul><ul><li>Corporate Systems (Intranet, Phone Book, Collaboration Tools) </li></ul></ul><ul><ul><li>Shared Services Systems (eg Finance and HR systems, CRM systems, Marketing systems, Service Management and Call Centre systems) </li></ul></ul><ul><ul><li>Middleware </li></ul></ul><ul><ul><li>Business Process Automation </li></ul></ul><ul><ul><li>Data Warehouse and Business Intelligence </li></ul></ul><ul><ul><li>Database Administration. </li></ul></ul><ul><li>Specialties: Applications Management, Intranets, Business Intelligence and Information Management </li></ul>
  5. 5. Our Intranet Team Team Leader SharePoint Admin x 1 Content Manager x 1 Developer x 3 (Workflow/.Net) <ul><li>6 team members </li></ul><ul><li>SharePoint 2007 </li></ul><ul><li>Key Projects: </li></ul><ul><ul><li>SharePoint 2010 upgrade </li></ul></ul><ul><ul><li>Forms automation / workflow </li></ul></ul>
  6. 6. Journey of Tatts Group Intranet <ul><li>2003 </li></ul><ul><li>Basic Information Portal </li></ul><ul><li>- List of Hyperlinks - News </li></ul><ul><li>Lotus Notes </li></ul><ul><li>Owner: Technology </li></ul>
  7. 7. Journey of Tatts Group Intranet <ul><li>2005 </li></ul><ul><li>Generation I: Basic Intranet </li></ul><ul><li>- Corporate Information </li></ul><ul><li>- Basic HR information </li></ul><ul><li>- Links to applications </li></ul><ul><li>- Team Sites </li></ul><ul><li>- Project Sites </li></ul><ul><li>SharePoint 2003 </li></ul><ul><li>Owner: Technology </li></ul>
  8. 8. Journey of Tatts Group Intranet <ul><li>2007 </li></ul><ul><li>Generation II: Corporate Intranet </li></ul><ul><li>- Corporate Colours </li></ul><ul><li>- Corporate Information </li></ul><ul><li>- Noticeboard </li></ul><ul><li>- More HR information </li></ul><ul><li>- Links to applications </li></ul><ul><li>- Team Sites </li></ul><ul><li>- Project Sites </li></ul><ul><li>SharePoint 2007 </li></ul><ul><li>Owner: HR </li></ul>
  9. 9. Journey of Tatts Group Intranet <ul><li>2009 </li></ul><ul><li>Generation III: HR Centric Intranet </li></ul><ul><li>- HR Focused </li></ul><ul><li>- Colour themed areas </li></ul><ul><li>- More images </li></ul><ul><li>- Home Page Focus on HR: </li></ul><ul><ul><li>New starters </li></ul></ul><ul><ul><li>Learning & Development </li></ul></ul><ul><ul><li>Employee Services </li></ul></ul><ul><li>- Communities </li></ul><ul><li>- MyWorkCentre: </li></ul><ul><ul><li>Personal Profile </li></ul></ul><ul><ul><li>Personal Site </li></ul></ul><ul><ul><li>Personalised Information </li></ul></ul><ul><li>- Some Application Integration </li></ul><ul><li>SharePoint 2007 </li></ul><ul><li> Owner: HR </li></ul>
  10. 10. Journey of Tatts Group Intranet 2011 Generation IV: Task Focused Intranet - Electronic Forms - Integrated Workflow & Approvals - Areas colour themed - Personal and Team Sites SharePoint 2010 Owner: HR
  11. 11. Useful & Usable <ul><li>Professional appearance </li></ul><ul><li>Consistent design & layout across different areas </li></ul><ul><ul><li>Standard page templates </li></ul></ul><ul><ul><li>Consistent font, navigation, graphic design, page structure. </li></ul></ul><ul><li>Easily distinguishable from public facing website </li></ul><ul><li>Ease of finding information </li></ul><ul><li>Effectiveness of search engine </li></ul><ul><li>Ease of use of processes </li></ul><ul><li>Cross links between different sections of the site </li></ul><ul><li>Content up to date </li></ul><ul><li>Information you cant get anywhere else </li></ul><ul><li>Level of content detail consistent between sections </li></ul><ul><li>Content owners actively managing content & don’t require HMTL knowledge </li></ul><ul><li>No bottlenecks in publishing process </li></ul><ul><li>Accessibility </li></ul><ul><li>Interactive features </li></ul><ul><li>Getting your intranet used is not just about marketing and promotion – need to make sure intranet is useful & usable: </li></ul>
  12. 12. Finding out user needs <ul><li>Intranets are one of the most valuable assets for any large organisation. They can help people do their jobs better and more efficiently. </li></ul><ul><ul><li>Poor usability = Poor efficiency </li></ul></ul><ul><li>Techniques to find out usability issues and user needs: </li></ul><ul><ul><li>Stakeholder Interviews (Ask) </li></ul></ul><ul><ul><li>Walk through key tasks (Try) </li></ul></ul><ul><ul><li>Review Logs & Feedback (Review) </li></ul></ul><ul><ul><li>Usability Tests (Observe) </li></ul></ul>
  13. 13. Finding out user needs <ul><li>Stakeholder Interviews (one-on-one): </li></ul><ul><ul><li>Discuss what their job involves and how they currently use (or don’t use) the intranet – ask them to show you. </li></ul></ul><ul><ul><li>You may learn about: </li></ul></ul><ul><ul><ul><li>Work-arounds for tasks </li></ul></ul></ul><ul><ul><ul><li>Different paths staff follow to information (navigation, search) </li></ul></ul></ul><ul><ul><ul><li>Parts of the screen or information that staff miss </li></ul></ul></ul><ul><ul><ul><li>Areas of the intranet that staff don’t understand </li></ul></ul></ul><ul><ul><ul><li>Sections of the intranet that staff don’t know exist </li></ul></ul></ul><ul><ul><li>Discuss future intranet requirements to support work needs. </li></ul></ul>
  14. 14. Finding out user needs <ul><li>Walk through key tasks: </li></ul><ul><ul><li>Prepare an extensive set of scenarios – what tasks do staff attempt on the intranet? </li></ul></ul><ul><ul><ul><li>User Stories: As a <role> I Want <some Business Functionality> So That <Some Business Value or Justification>. The acceptance criteria describes the criteria by which stakeholders will determine whether the product meets their needs – in this case tasks that need to be completed. </li></ul></ul></ul><ul><ul><ul><li>Eg. As an employee I want to book travel so that I can travel to Brisbane next week. Acceptance Criteria: </li></ul></ul></ul><ul><ul><ul><ul><li>I need to know what forms need to be filled out request travel </li></ul></ul></ul></ul><ul><ul><ul><ul><li>I need to seek approval </li></ul></ul></ul></ul><ul><ul><ul><ul><li>I need to book travel and accommodation </li></ul></ul></ul></ul><ul><ul><ul><ul><li>I need to find out where our Brisbane office is located </li></ul></ul></ul></ul><ul><ul><ul><ul><li>I need to know about cab charges, what else I can claim back as expenses and how to claim expenses. Etc… </li></ul></ul></ul></ul>
  15. 15. Finding out user needs <ul><li>Walk through key tasks (contd): </li></ul><ul><ul><li>Identify all activities that make up the task </li></ul></ul><ul><ul><ul><li>What needs to be done to complete a task? </li></ul></ul></ul><ul><ul><ul><li>What actions are inside the intranet or outside the intranet? </li></ul></ul></ul><ul><ul><li>Walk through the scenario (yourself or with the team). </li></ul></ul><ul><ul><ul><li>Pay attention to the decisions you make and the reasons for your decisions. For example, do you choose a particular navigation because you already know where the information is? Do you use search? How else could the same task be done? </li></ul></ul></ul><ul><ul><li>Look for content that may need to be reorganised or grouped with other content. </li></ul></ul>
  16. 16. Finding out user needs <ul><li>Review logs and feedback </li></ul><ul><ul><li>Look for patterns in logs and feedback: </li></ul></ul><ul><ul><ul><li>Frequently accessed pages: What pages are accessed most frequently? </li></ul></ul></ul><ul><ul><ul><li>Search logs: What terms are users typing into the intranet? </li></ul></ul></ul><ul><ul><ul><li>Page Feedback Links: What feedback is being received? </li></ul></ul></ul><ul><ul><ul><li>Help Desk Requests: What are the common questions and requests? </li></ul></ul></ul><ul><ul><li>Use patterns found to: </li></ul></ul><ul><ul><ul><li>Create scenarios (user stories) for task walk throughs </li></ul></ul></ul><ul><ul><ul><li>Add quick links to home page for frequent actions </li></ul></ul></ul><ul><ul><ul><li>Remove content that is not needed </li></ul></ul></ul><ul><ul><ul><li>Create content that doesn’t exist </li></ul></ul></ul>
  17. 17. Finding out user needs <ul><li>Observing staff using the intranet (usability test) </li></ul><ul><ul><li>Create realistic scenarios to evaluate core tasks </li></ul></ul><ul><ul><li>Recruit participants that are representative of the user group </li></ul></ul><ul><ul><li>Observe the participants attempting the scenarios </li></ul></ul><ul><ul><li>Note what happens </li></ul></ul><ul><ul><li>Look for repeated behaviours – if a problem occurs multiple times then its worth investigating </li></ul></ul><ul><ul><li>Key difference between this and stakeholder interviews is that all participants working through the same scenarios. </li></ul></ul>
  18. 18. Maintaining Content <ul><li>To make sure Intranet is useful , need to maintain current , accurate and reliable content. This is not easy: </li></ul><ul><ul><li>More and more information to maintain </li></ul></ul><ul><ul><ul><li>Growth in pages </li></ul></ul></ul><ul><ul><ul><li>Growth in volumes of information </li></ul></ul></ul><ul><ul><li>‘ Knowledge experts’ are busy doing their ‘real’ jobs </li></ul></ul><ul><li>To keep Intranet content up to date, consider: </li></ul><ul><ul><li>Authoring and Publishing Models </li></ul></ul><ul><ul><li>Easy to use Content Management System </li></ul></ul><ul><ul><li>Training & Support </li></ul></ul><ul><ul><li>Regular communications </li></ul></ul><ul><ul><li>Content Reviews </li></ul></ul><ul><ul><li>Action user feedback </li></ul></ul>
  19. 19. Maintaining Content <ul><li>Consider authoring and publishing models used: </li></ul><ul><ul><li>Fully centralised </li></ul></ul><ul><ul><li>Decentralised </li></ul></ul><ul><ul><li>Publishing with review </li></ul></ul><ul><ul><li>Federated publishing </li></ul></ul><ul><ul><li>End-user content contribution </li></ul></ul><ul><li>No one model is right – mix and match different models: </li></ul><ul><ul><li>Corporate Information: Mostly Centralised (controlled by HR, Technology). Limited areas anyone can update (Noticeboard, Events, Team Profiles, Corporate Glossary of Terms) </li></ul></ul><ul><ul><li>Team Sites (Teams, Projects, Communities): End-user content - anyone can request and maintain. </li></ul></ul><ul><ul><li>Personal Site: Auto creation for all employees and basic data population. User generated content - update own profiles </li></ul></ul><ul><ul><li>Dedicated content manager in Intranet Team </li></ul></ul>
  20. 20. Maintaining Content <ul><li>Easy to use Content Management System: </li></ul><ul><ul><li>Provide a style guide – but don’t expect people to read it </li></ul></ul><ul><ul><li>Use templates and style sheets for consistent formatting </li></ul></ul><ul><ul><li>Provide spell checking functionality </li></ul></ul><ul><ul><li>Use workflow to manage content approvals (if needed) </li></ul></ul><ul><ul><li>Add review and expiry dates to content </li></ul></ul>
  21. 21. Maintaining Content <ul><li>Continual training, support and guidelines </li></ul><ul><ul><li>All employees are potentially content authors </li></ul></ul><ul><ul><li>Different levels of training is required for different needs </li></ul></ul><ul><ul><ul><li>Employee Induction: </li></ul></ul></ul><ul><ul><ul><ul><li>Induction eLearning provides introduction to Intranet </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Quick Tours highlight where all employees can contribute </li></ul></ul></ul></ul><ul><ul><ul><li>Online Help </li></ul></ul></ul><ul><ul><ul><ul><li>Overviews, Quick Tours, Quick Ref Guides, Governance, where to store information, how to write for the web, FAQs </li></ul></ul></ul></ul><ul><ul><ul><li>Formal Training </li></ul></ul></ul><ul><ul><ul><ul><li>Content Contributors: Roles & responsibilities, CMS basic features (eg. SharePoint document libraries and lists, revision control, etc) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Site Owners: Roles and responsibilities, CMS advanced features (eg. Creating SharePoint sites, managing permissions, etc) </li></ul></ul></ul></ul>3
  22. 22. Maintaining Content <ul><li>Communicate, Communicate, Communicate: </li></ul><ul><ul><li>Community of Power Users </li></ul></ul><ul><ul><li>Regular Emails / Newsletters </li></ul></ul><ul><ul><ul><li>Monthly Newsletters, Tips and Tricks </li></ul></ul></ul><ul><li>Regular Content Reviews </li></ul><ul><ul><li>Target highest value content – don’t try and fix everything! </li></ul></ul><ul><ul><li>Remove redundant, out dated, or trivial content </li></ul></ul><ul><li>Intranet Feedback </li></ul><ul><ul><li>Provide feedback mechanism on all pages </li></ul></ul><ul><ul><li>Address feedback in timely manner (or you will stop getting feedback) </li></ul></ul>
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