Gerry McGovern - Intranets Norway 2010

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Case studies of value driven intranets form Microsoft, Tetra Pak etc, showing how they use the task management approach to deliver value.

Case studies of value driven intranets form Microsoft, Tetra Pak etc, showing how they use the task management approach to deliver value.

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  • how to prove to senior management that your intranet is delivering real value to the organization ved Gerry McGovernviser et rykende ferskt intranettkonsept utviklet for Pfizer Sverige. Slik finner du ut hva dine kollegaer virkelig ønsker, og hvordan du kan gjøre arbeidsdagen til de ansatte litt enklere.
  • More clients would use the site if it contained the information they need and aligned to their mental modelSite does more heavy lifting and information routing for low-risk, repeated task. As a result… Clients get faster answers LCA staff has time back for higher-value tasks Department saves money The inquiries that DO come through are more qualified

Transcript

  • 1. Intranettverket Frokostseminar 28. januar 2010
  • 2. Program • 08.30-08.40 Velkommen • 08.40-10.00 Value-driven intranets ved Gerry McGovern • 10.00-10.15 Pause • 10.15-10.45 Case: Intranettet til Pfizer ved Eirik H. Rønjum • 10.45-11.00 Kort om Intranett2010 fra Mona Halland
  • 3. En sandkasse for vi som jobber med intranett • 164 medlemmer • 24 innlegg • Snitt på 4-5 kommentarer per innlegg • Alle kan bli medlem • Alle kan skrive innlegg • Vekt på faglige diskusjoner og kunnskapsdeling
  • 4. Hvordan blir jeg medlem? Send mail til intranett@netliferesearch.com for å få invitasjon!
  • 5. ” How to prove to senior management that your intranet is delivering real value to the organization?
  • 6. Value-Driven Intranets Oslo, January 28, 2009 Gerry McGovern gerry@customercarewords.com www.customercarewords.com
  • 7. 12
  • 8. LCAWeb: Legal and Corporate Affairs (LCA) intranet portal for Microsoft A user-centered site worldwide redesign experience
  • 9. People are saying There’s no answer to my question LCAWeb? What is LCAWeb? I can’t find what I’m looking for There’s too much to read Huh? It’s just easier to call someone The content is outdated; I don’t trust it.
  • 10. The solution: user-centered redesign  Task-based organization Organize content by “what applies to me” (the user) Focus on supporting daily user tasks  Align to the user’s mental model Organize content by task category, not legal department Intellectual Property Copyrights, Trademarks, Patents  Use client language
  • 11. Example: user’s mental model Task: You are looking for a person’s name to use in an example in a whitepaper. Old navigation: Trademarks 16% of participants found the topic. Fictitious Names New navigation: Marketing 100% of participants found the topic. Fictitious Names
  • 12. Example: task-based organization and client language 160 140 120 100 80 60 40 20 0 Aug Sep Oct Nov Dec Jan-09 Feb Mar Apr May Jun Jul Aug Sep
  • 13. In our wave 2 content redesign 75% reduction in content! Start:  285 pages  34 misc pieces of content End:  71 pages  10 misc pieces of content
  • 14. Old and new navigation Tasks: • I need to renew my green card. • I need to create a new vendor contract. • What’s Microsoft’s open source software policy? • I want to file a patent. Old navigation: New navigation:
  • 15. Task Management @ HSBC From content management to task management
  • 16. Find people (phone directory/book, expert) Procedures, policies, guidelines, standards Training, learning, courses News Job Vacancies Find a location Travel (hotel, flight, rail, taxi) Pay / salary details Products, product support Career development 27
  • 17. Tasks Voting Trends 611 1102 1755 4289 5618 Tasks Voters Voters Voters Voters Voters Find a person (Group Directory) 691 1158 1703 3934 4947 Branch procedure manual (BPM) 457 1018 1601 3534 4694 Circulars 556 1060 1735 3719 4670 Procedures A-Z 375 720 1200 2901 3711 Branch manuals A-Z 260 506 847 2020 2684 Check my points (FVA, SSQ, My contribution, My reward, IDAR) 195 481 761 1840 2462 My learning 260 443 658 1753 2305 HR procedures 280 501 785 1825 2265 Job vacancies (My next move) 293 480 758 1682 2162 Annual leave / holiday 88 224 380 1172 1624 Branch locator 120 300 507 1210 1580 Daily security code 92 219 395 1028 1475 Location / department finder 156 231 418 936 1249 Pay / salary details 110 183 314 900 1194 News - bankwide 178 325 446 903 1123 Interest rates 77 168 246 756 1046 Product information (including EPI ) 110 192 328 776 1041 Instruction manuals (e.g functional (FIM), branch (BIM), credit & risk, etc) 155 244 382 791 1005 Best place to work 94 167 298 712 946 My HR desktop 125 209 308 728 943 28 28
  • 18. Unpaid leave Task 5 You’d like to take six months off work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify? Completion rate 56% Disaster rate 17% Completion time 81 seconds Optimal time 27 seconds = 5+5+5+6+6 seconds Home Page > HR Procedures Manual Home Page > “L” Index > Leave - unpaid leave > Answer (Sabbatical Leave page) Task Performance 20% Indicator (TPI) 29 Frequency 17 per HSBC employee per year
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  • 24. An Intranet Story… Customer: Defra (Department for Environment, Food and Rural Affairs) a UK Government Department.
  • 25. Bottom 20 chart CumW Tasks Total 21900 Cum% ords Library (Information resource centre) 56 0% 97% 77% Health and Safety Guidelines 53 0% 98% 79% Facilities management 53 0% 98% 80% Sustainable development (SD) 53 0% 98% 81% Stationery (business card, office equipm 50 0% 98% 82% Health and wellbeing (work life balance) 49 0% 99% 84% Government Offices 39 0% 99% 85% Emergency procedures 36 0% 99% 86% Leaving Defra 35 0% 99% 87% Managing absence 31 0% 99% 89% Balanced score card 28 0% 99% 90% Resource management 25 0% 99% 91% Get a pass for a visitor 24 0% 100% 92% Producing reports 21 0% 100% 94% Volunteering 21 0% 100% 95% New employees guide 21 0% 100% 96% Supplier information 11 0% 100% 97% Collaboration (Communities of Practice, 10 0% 100% 99% Security information 8 0% 100% 100% 38
  • 26. Class Score % About Defra 32 18% About You 63 35% Find People 34 19% Manager Tasks 32 18% News 17 10% Total 178 100%
  • 27. Tasks Total Procedures, policies, guidelines, standards 427 Defra network (Agencies, NDPBs, etc) 308 Acronyms, Abbreviations & Jargon 290 Renew Defra 268 Shared Services 257 GSI (government secure intranet) 251 Ministers 225 Environmental policies 135 Defra Strategy 120 Best Practice Guides 100
  • 28. Changing our intranet Make employees more productive – Release time for other productive work Security level NN/MMYY
  • 29. Tasks Votes % Cum % Cum vote words 1. Find Tetra Pak people 1184 10 10 1 2. Product portfolio 448 4 13 2 3. Vacancies at Tetra Pak 444 4 17 3 4. Technical documentation 429 3 20 4 5. Filling machines 429 3 24 5 6. Packaging Material 387 3 27 6 7. World Class Manufacturing (WCM) 326 3 30 7 8. Marketing & sales tools 317 3 32 8 9. Product Information Viewer (PIV) 316 3 35 9 10. Training 310 3 37 10 11. Procedures, policies & guidelines 292 2 40 11 12. Processing equipment 285 2 42 12 13. Technical manuals 265 2 44 13 14. Time reporting 247 2 46 14 15. Sales manual 218 2 48 15 16. Technical maintenance & support 214 2 50 16
  • 30. Navigation Target A first step towards an improved intranet navigation structure TARGET : ‘Top 30 tasks available on 1-2 clicks’
  • 31. Top level navigation 60 % 70 % 90 %
  • 32. Freshness intranet Content Quality 300000 2008 2007 250000 2006 2005 200000 2004 150000 2003 100000 Temporary Archive 50000 50% 0 2003 2004 2005 2006 2007 2008
  • 33. Demonstrating Result The task based strategy demonstrates improved efficiency and potential cost savings for TetraPak Only five sample tasks demonstrate a time saving corresponding to more than EUR 125.000:- per year* * 2500 h/year
  • 34. Sample Task • What are your company’s rules for maternity leave in your country? 49 49
  • 35. Search More search options Help Intranet Home | Class B | Class C | About Me | About Company Homepage Expected 1st click
  • 36. Search More search options Help Intranet Home | Class A | Class B | About Me | About Company ABOUT ME About Me Training Job Vacancies Travel Time and Payroll Expected 2nd click Employee Benefits Environment (Working, Local) Career Development
  • 37. Search More search options Help Intranet Home | Class B | Class C | About Me | About Company Homepage Actual 1st click
  • 38. Search More search options Help Intranet Home | Class A | Class B | About Me | About Company ABOUT ME About Me Training Job Vacancies Travel Time and Payroll Employee Benefits Environment Actual 2nd click (Working, Local) Career Development for 6/15 users
  • 39. Search More search options Help Intranet Home | Class A | Class B | About Me | About Company ABOUT ME About Me Training Job Vacancies Travel Time and Payroll Only 1/15 Employee Benefits clicked here Environment (Working, Local) Career Development
  • 40. It’s about … Publisher 10 min 10 Visitor 60 min Visitor 60 min Visitor 60 min Visitor 60 min Visitor 60 min 30 0 Tetra Pak Technical Service / Public Information 05-07-07/Mats G Johansson
  • 41. It’s about … Publisher 60 min 60 Visitor 10 min Visitor 10 min Visitor 10 min Visitor 10 min Visitor 10 min 50 Tetra Pak Technical Service / Public Information 05-07-07/Mats G Johansson