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Fiona caldwell   presentation Fiona caldwell presentation Presentation Transcript

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