Creating A Measurable Intranet Strategy Prescient Digital Media

About Prescient

Consultants that provide strategic Internet and intranet consulting, planning and communications services to organizations of all sizes.

Agenda

Importance of an Intranet Strategy

Research Techniques

Creating Measurable Goals for your Strategy

PNC Case Study

Q&A

Questions to consider

Does your intranet have a plan?

Does it have goals / objectives to measure against?

What metrics or KPIs are valued by senior management?

Is there anyone that has the experience and can impartially plan your intranet (cutting through all the internal politics)?

Strategy

Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat. - Sun Tzu

Measurable Objectives

If you don’t have specific objectives, how do you know if and when you are successful?

Quantitative

2 Audience Analysis

Qualitative User Feedback

3 ROI

Quantitative

4 Heuristic Evaluation

Quantitative

5 Benchmarking

Quantitative Research

1. Key Metrics

Unique visitors

Page views

Originating pages

Departing pages

Minutes per page

Average user session (time on site)

Click stream analysis

Hits (How Idiots Track Success)

Excellent for deeply examining design and content issues uncovered during a survey

Highly valuable qualitative feedback, low quantitative value

Closed group sessions with 8 – 10 users

Sessions no longer than 1.5 – 2 hours

An experienced moderator is mandatory

Separate groups in separate cities

Segment user groups (18-25, males, etc.)

2. Audience Analysis: Focus Groups

Five to 10 users

8 to 10 tasks

4 - 5 common tasks

4 - 5 client specific tasks

1 hour per testing session

30 to 45 minutes for testing

15 minutes for test write up

Analysis

Timing (drop longest & shortest time)

Scoring (drop the highest and lowest score)

Comments by testers

Findings

2. Audience Analysis: Usability Testing

2. Other critical measures (IBM) ‏

80% IBM employees visit w3 at least once per day

68% view the intranet as crucial to their jobs

52% are more satisfied to be an IBM employee because of information obtained on w3

2. MSWeb Saves Time

One-third of respondents (33%) agree completely that MSWeb saves them time while 27% agree completely that it has helped to improve their productivity (8 or 9 on a nine-point scale).

3. ROI – Intranet Benefits

Hard Costs

Sales

Productivity

Competitiveness

Application Access

Infrastructure

Collaboration

Time to Market

Customer Service

Human Resources

3. Sales benefits

Has increased leads by more than 100%.

$90 million dollars US in sales volume

One easy-to-access company-wide program.

Promotes lead exchange across business segments / breaks down silos.

Reduces administrative effort, leads get to sales executives more quickly for action.

3. British Telecom Ideas Jar

BT Ideas encourages staff to be submit ideas online

Implemented ideas pay out rewards

Approx. 10% of ideas are implemented

10% of the savings up to a maximum of £30,000

BT paid out £400,000 (about US$700,000) to employees last year

Saved £100m (US$173 million) over 4 years

4. Heuristic Evaluation - Site Assessment

Six evaluation categories:

Content (25%)

Planning & Resources (25%)

Usability & Information Architecture (12.5%)

Design & Layout (12.5%)

Tools & Innovation (12.5%)

Search & Find-ability (12.5%)

4. Site Assessment

Comprehensive review of site

Click through drill down

Each main area of navigation

Analysis

Synopsis of each category with   of site attributes

Scoring out of 10 for each area

Screen examples of key corrections needed

Summary of findings

5. Benchmarking

3-5 leading or competitor intranets are compared against

Similar size organizations

Same or comparable industry

Top 10 or clear innovators

Each site is scored according to the same evaluation criteria

Score comparison and benchmarking provide a qualitative and quantitative gap analysis

5. Benchmarking - Comparison © 2009 Prescient Digital Media Design & Layout IA & Usability Content Search & Find-ability Tools & Innovation Planning & Resources Overall Client 2 2 2 4 5 4 3.6 benchmark1 4 2 4 4 4 4 3.7 benchmark2 4 3 6 8 8 6 6.16 benchmark 3 5 5 4 7 8 5 6.16

Strategy Methodology

Develop:

Vision and Mission Statement

Goals

Objectives

Key performance indicators (KPIs)

Governance model

Engaging stakeholders

Online survey based on S.W.O.T. & organization’s strategic directives

Stakeholders craft or vote on possible mission statements, objectives & goals

Use workshop as a forum for building consensus

3 - 4 hours

6 - 8 stakeholders

Goals & Objectives - Definitions

Goals

Qualitative

Something worked toward, or striven for

Something toward which effort is directed

Objectives

Quantitative

The finish line

End result of an endeavor/effort

SMART

Specific, Measurable, Attainable, Realistic, Time Defined

Sample Goals

To improve process & efficiencies.

To improve employee collaboration.

To improve organizational effectiveness.

To increase compliance with policies and procedures.

To improve data security.

To improve employee engagement.

To improve overall communication.

To provide the most current, accurate information.

To improve employee understanding of strategic directions.

Sample Objectives

To reduce the number of mass distribution emails by 50% by providing a reliable standard source for up-to-date information.

Reduce the employee engagement baseline metric on “email and phone volume”

Decrease the use of email so that 20% more employees feel it is manageable (53% feel it is manageable; 45% feel that email is “more than necessary” and “far too much”, combined)

To increase employee engagement (e.g. the 53% moderately engaged and the 9% with low engagement) by 10% overall.

To increase engagement and organizational understanding by increasing readership of the Home Page News by 25%.

To automate the top 20 most used forms and processes.

Increase employee rating of intranet from 4.1 to 7.5

Maximized:

Site Access

Culture & Adoption

Site Analytics (Views & Use)

High level maintenance:

Content

Level off maintenance:

IT Resources

Getting started

Do you have a strategy?

Collect and analyze user input

Conduct SWOT analysis

Develop a Mission/Vision for your site

Create Measurable Goals and Objectives

Regularly (every 6 months) review goals

Celebrate success

Upcoming Prescient events:

Intranet 2.0 - J. Boye Conferences USA 09, Philadelphia, PA, from May 05, 2009 to May 07, 2009. Toby Ward and Jed Cawthorne

Social Media for Government: How to engage your employees by using the latest web 2.0 technologies to drive communications results. Ottawa, Ontario, from May 11, 2009 to May 14, 2009. Carmine Porco

2nd Annual Onboarding Talent Seminar, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario, from May 25, 2009 to May 26, 2009. Carmine Porco

Delivering a high-performing intranet: The reality in successfully implementing your intranet plan, May 28th with Cathy McKnight

Innovative E-HR, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario,, from June 18, 2009 to June 19, 2009. Carmine Porco

Intranet 2.0 – Learnings from Europe - KMWorld 09, San Jose, California, from November 17, 2009 to November 19, 2009, Toby Ward

Other Upcoming Webinar topics: Intranet Search, Governance, Intranet Deployment, WCMS and Implementing Executive & Employee Blogs

Carmine Porco General Manager & V.P. Prescient Digital Media [email_address] .com www. PrescientDigital .com www. IntranetBlog .com www. Facebook .com (search “Intranet Global Forum”) ‏ www.Twitter.com/intranet2 ‏ 416.986.8800 Available on SlideShare: Creating a Measurable Intranet Strategy - Prescient Digital Media 09" http://www. slideshare .net/Prescient © 2009 Prescient Digital Media © 2009 Prescient Digital Media