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Interaction 2013 - Conference - Andrew Wright - World’s Most User Focused Intranets
 

Interaction 2013 - Conference - Andrew Wright - World’s Most User Focused Intranets

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An analysis of the results of the WIC online benchmark survey (completed by over 42,000 intranet end users from 160 organisations). It will include case studies of highly rated intranets as well as ...

An analysis of the results of the WIC online benchmark survey (completed by over 42,000 intranet end users from 160 organisations). It will include case studies of highly rated intranets as well as answer key questions that every intranet manager asks.

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  • What is the WIC?Most important qualities for a valuable intranet?Case studies
  • Explain ease of finding information at the top – staff able to contribute is the worst – does anyone see a problem with this?
  • This shows that finding information is not that important in comparison to other qualities. So on the one hand, people are saying they want to be able to find information, but on the other hand, the stats show that this is not so important. WHY?
  • Explain how this has been a dilemma for a while. The possible solution is that the content doesn’t exist in the first place. Lets look at the evidence.
  • Questions related to publishing content
  • If this hypothesis is right – it should be easier to find information for those organisations where there is a high level of contribution and hard to find information where there is a low level of contribution? This is fact the case the case?
  • So if we agree that finding information is not the problem – it’s content. What can we do about it?
  • What I’ve found with the WIC is that appears to little or no consistency between screen shots or technology used to create great intranets. Looking for patterns among these screen shots is a futile exercise – let me demonstrate – one of these screen shots is top 10% - the other one is bottom 10% - can you tell which one just by looking? Show graphs of differences between technology and intranet value.No. While screen shots can be partially useful, the real value is the story behind the screen shots. Many intranet awards don’t look for this story. Instead they just focus on the aesthetics. Judging the effectiveness of an intranet this way has potential to be damaging. Awards look for:Don’t look for:
  • The things that are important here seem roughly to match those in the previous list.

Interaction 2013 - Conference - Andrew Wright - World’s Most User Focused Intranets Interaction 2013 - Conference - Andrew Wright - World’s Most User Focused Intranets Presentation Transcript

  • World’s Most User Focused Intranets Andrew Wright World Intranet Challenge (WIC)
  • Agenda • What is the WIC? • Most important qualities of a valuable intranet? • Case studies
  • Who has done it? • Over 45,000 people • In 23 countries • Over 160 companies • Including: • Nestlé • Emirates Airline • British Gas • Deloitte • Arup Why participate? • Measure satisfaction • Measure before & after • Motivate the intranet team • Basis of a business case • Determine priorities • Learn tips & tricks • To deliver a better intranet What is the WIC? • It’s a web based survey • Asks users what they think • About their intranet • Available in 13 languages •It’s FREE What is the Worldwide Intranet Challenge?
  • SharePoint, 15.5% SharePoint 2007, 13.5% SharePoint 2010, 9.7% Other, 48.4% Not known, 12.9% Software used by organisations who have participated in the WIC SharePoint 24 SharePoint 2007 21 SharePoint 2010 15 Other 75 Not known 20 155
  • 55.2% 65.8% 23.5% 21.8% 8.8% 6.4% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% SharePoint Other How often do you use the intranet to: Collaborate with other staff (eg. using online work spaces or team rooms) More than once a day 2-3 times a week 2-3 times a month Infrequently Never How does SharePoint compare?
  • 66.2% 52.2% 51.9% 31.6% 24.1% 20.4% 20.3% 26.4% 35.8% 37.3% 42.5% 43.2% 45.1% 39.9% 7.3% 12.0% 10.9% 25.9% 32.7% 34.5% 39.8% 0.0% 25.0% 50.0% 75.0% 100.0% Ease of finding information Performance & availability Quantity & quality of content provided Help completing work tasks Intranet change management & maintenance Look and feel Staff able to contribute & interact In your opinion, how important are the following in contributing to a valuable intranet? Critical Very Important Important
  • 0.84 0.88 0.95 1.06 1.39 1.43 1.58 0 0.2 0.4 0.6 0.8 1 1.2 1.4 1.6 1.8 Staff able to contribute & interact Look and feel Intranet change management & maintenance Help completing work tasks Performance & availability Quantity & quality of content provided Ease of finding information In your opinion, how important are the following in contributing to a valuable intranet? (Critical=2, Very Important=1, Important=0)
  • What if the problem is NOT that people can’t find what they want… … but that the content doesn’t exist in the first place!
  • 0.55 0.63 0.65 0.78 1.32 1.37 1.41 1.70 0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 Discuss work topics Provide feedback about intranet content Collaborate using online work spaces Publish content Complete online forms Complete work tasks Find instructions for completing tasks Upload or download documents Never Infrequently 2-3 times a month 2-3 times a week More than once a day How often do you use the intranet to:
  • 55.0% 56.9% 56.7% 50.1% 28.5% 29.0% 23.9% 39.3% 8.6% 8.2% 8.4% 6.6% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Publish content Discuss work topics Collaborate online Provide feedback How often do you use the intranet to: Never Infrequently 2-3 times a month 2-3 times a week More than once a day Approximately 90% of staff are not regular contributors
  • 0.5 - 2% of LinkedIn group members contribute regularly
  • 2.50 2.68 2.39 2.48 2.62 2.24 1.96 2.27 2.19 2.23 1.00 1.50 2.00 2.50 3.00 Collaborate online Publish content Discuss work topics Provide feedback Interactive - Total DisagreeNotsureAgree I can find the information I need on the intranet Top 20% Bottom 20% ------------------------------------------------------------------------average ---------------------------------------------------------------------------------------------------------- 2.32 2.83 2.81 2.84 2.82 2.96 2.50 2.42 2.51 2.43 2.36 1.00 1.50 2.00 2.50 3.00 3.50 Collaborate online Publish content Discuss work topics Provide feedback Interactive - Total NeutralorUsefulVery indifferentuseful Overall value of intranet Top 20% Bottom 20% --------------------------------------------------------------------------average ------------------------------------------------------------------------------------------------------ 2.66
  • 10.0% 5.0% 5.9% 18.6% 20.8% 16.3% 28.1% 19.5% 36.2% 24.9% 29.1% 30.5% 33.5% 34.8% 39.4% 29.4% 43.4% 21.3% 63.8% 63.6% 62.3% 42.1% 37.6% 37.1% 26.7% 25.8% 11.3% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 1 - Not useful 2 3 4 5 - Useful Which intranet content types are most useful?
  • 3.07 3.66 3.81 4.02 4.04 4.10 4.51 4.54 4.54 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00 Archives/records Reference material (eg. white papers, case studies) Reports/performance measures/KPIs News/blogs Collaboration/discussion forums Documents that can be re-used (eg. sales proposals) Structured content/lists (eg. staff directory, price list) Forms/tools/templates How to/procedures Not useful Useful* 221 responses Which intranet content types are most useful?
  • Time on intranet V Value of intranet
  • Case Study: Government Organisation Worldwide Intranet Challenge rankings: Top 10% • Instructions for completing work tasks • Policies and procedures • Publish content Key design principles: • Make it easy for staff to publish FAQs • Integrate publishing into daily work - sustainable
  • Look-up columns means they are linked – ‘breaks down silos’ - context Generated automatically – ‘breaks down silos’ - context Feedback Wiki content What’s new Access to all work instructions
  • Shows latest changes by role – continuous improvement Shows popular tasks Shows scheduled tasks Less frequent tasks Handy links to supporting content – - context Ad hoc requested tasks Descriptive Information about the role
  • Aggregates content types owned by the Business Unit on a single page
  • Information Architecture Shows the relationships between content types
  • Case Study: nSynergy Worldwide Intranet Challenge rankings: • #1 Discuss work topics • #1 Collaborate with other staff • #2 Publish content • #3 Provide feedback or comments about intranet content Key design principle: Reduce the need for email
  • Colleague updates nSynergy Home page
  • My Site page Newsgator Personalised news feeds
  • Case Study: Weston Solutions Worldwide Intranet Challenge rankings: • #1 Overall ranked intranet • #1 For many of the questions • First benchmark ranked #77 Key design principles: • Support Weston Solutions business objectives • Strong emphasis on change management • Must support staff’s daily business activities
  • Continuous Improvement Operations (tasks) Employee Engagement The contextual intranet model Content Development Business imperatives Content Delivery Collaborative/ WIP/Discussion Qualified content NoiseSignal Meaningful Context Supports
  • Recap • Content is most important • Become content evangelists • ‘How to’ and ‘lists’
  • To participate in the WIC worldwideintranetchallenge.com or Simply give Andrew your card