Montreal, Paris, Dakar
Conducting an International Intranet Needs Analysis


Isabelle Peyrichoux


IA Summit 2006, Vancouver
Who am I?


Consultant, Ergonomics & Information Architecture
CESART, a Canadian Web Agency based in Montreal (Canada)


5...
Why this presentation?
In 2002, I had to design an international intranet site from scratch

I conducted a needs analysis ...
Context




          Isabelle Peyrichoux – IA Summit 2006
The French-Speaking University Agency
                         Agence universitaire de la Francophonie (www.auf.org)


   ...
Information Access and Intranet

                                                              The situation
             ...
Strategy




       Isabelle Peyrichoux – IA Summit 2006
Step 1: Choosing & designing the method
Requirements
• Go to Montreal – Paris – Dakar
• Gather day-to-day information need...
Step 1: Choosing & designing the method

   X
I AM HERE
                   FUNCTION
  Needs?
            • What is your jo...
Step 2: Contacting people before the interview

Importance of a good first contact via email, etc.

• How
    • Ask for ad...
Step 3: Conducting the interview

It’s not only a question of technique….

• Be transparent - introduce yourself
• Be non ...
Step 3: Conducting the interview

Some technical tips….

• Reformulate vs asking direct questions

• Start from what the e...
Step 4: Facing the cultural differences

                                       • Africa vs. Western
                     ...
Step 5: Going back to Montreal…




                       Montréal, two days later…
Dakar, March 2002




               ...
Results




          Isabelle Peyrichoux – IA Summit 2006
A success…


A lot of information that surpassed the intranet project:

   • Most useful content & applications

   • How ...
…but difficult to apply in reality

Able to implement only 15 % of my recommendations:
    • Organizational constraints
  ...
A selection of references
James Robertson: “Conducting intranet needs analysis” – Sept. 2005
http://www.steptwo.com.au/pap...
Thank you!


Questions or comments?




Isabelle Peyrichoux
CESART, Montréal, Canada
isabelle_peyrichoux@yahoo.ca




    ...
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Montréal, Paris, Dakar: Conducting an International Intranet Needs Analysis

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  • Dear Isabelle, thank you for this clear presentation. However some questions do arise. You indicate that culture differences did not impact your findings. Do you mean that culture differences did not have an influence on the wishe and needs of the employees (with regard to intranet)?
    Thank you.
    Liza
       Reply 
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Montréal, Paris, Dakar: Conducting an International Intranet Needs Analysis

  1. 1. Montreal, Paris, Dakar Conducting an International Intranet Needs Analysis Isabelle Peyrichoux IA Summit 2006, Vancouver
  2. 2. Who am I? Consultant, Ergonomics & Information Architecture CESART, a Canadian Web Agency based in Montreal (Canada) 5 years experience in IA & UCD − Canada, France and UK • Both as a consultant and as an internal staff member • Yellow Pages Canada, Bell Canada, French Atomic Energy Commission, The French-Speaking University Agency, etc. Masters degree in Information Science Conservatoire national des arts et métiers − Paris (France) Isabelle Peyrichoux – IA Summit 2006
  3. 3. Why this presentation? In 2002, I had to design an international intranet site from scratch I conducted a needs analysis in three continents I succeeded in collecting valuable needs to build the intranet site • How? • What were the success factors? • What learnings did I gain from this experience? Isabelle Peyrichoux – IA Summit 2006
  4. 4. Context Isabelle Peyrichoux – IA Summit 2006
  5. 5. The French-Speaking University Agency Agence universitaire de la Francophonie (www.auf.org) • International organization • An organization dedicated to the cooperation between French-speaking universities • Around 400 employees in 35 offices and on 5 continents MONTREAL BUCAREST BEYROUTH … PARIS YAOUNDÉ HANOÏ Isabelle Peyrichoux – IA Summit 2006
  6. 6. Information Access and Intranet The situation MONTREAL PARIS • Basic internal information not readily available > transmitted by email or word of mouth DAKAR • No central place for the 400 employees to access basic information My job Build a USEFUL intranet site i.e. that provides all employees with basic information and tools they need in their day to day work → I decided to conduct a needs analysis Isabelle Peyrichoux – IA Summit 2006
  7. 7. Strategy Isabelle Peyrichoux – IA Summit 2006
  8. 8. Step 1: Choosing & designing the method Requirements • Go to Montreal – Paris – Dakar • Gather day-to-day information needs Method chosen OBSERVATION FOCUS GROUPS Make employees INDIVIDUAL INTERVIEW « relive » their day-to- day tasks Isabelle Peyrichoux – IA Summit 2006
  9. 9. Step 1: Choosing & designing the method X I AM HERE FUNCTION Needs? • What is your job? ? I NEED HOW TO GO TASKS THERE X • What tasks do you perform? • How do you perform each • Describe your typical day task? • What tools do you use? Ideas to design • Any difficulty? the intranet site • Content • Functionalities • How to design these functionalities Isabelle Peyrichoux – IA Summit 2006
  10. 10. Step 2: Contacting people before the interview Importance of a good first contact via email, etc. • How • Ask for advice from experienced employees in the company • Collect information about people, offices, organizational context • Respect cultural differences • Be transparent • Be flexible and patient • Results • Received valuable help from heads of Paris and Dakar offices • These managers provided important support along my journey Isabelle Peyrichoux – IA Summit 2006
  11. 11. Step 3: Conducting the interview It’s not only a question of technique…. • Be transparent - introduce yourself • Be non judgemental – empathy • Be flexible - follow the person’s flow • Be confident in the process & take risks - follow your intuition • Shut up! – Let the person speak (speak to yourself if necessary) • Listen carefully and memorize – Go back to what was previously said Isabelle Peyrichoux – IA Summit 2006
  12. 12. Step 3: Conducting the interview Some technical tips…. • Reformulate vs asking direct questions • Start from what the employee says • It’s easier for the employee to rely on his or her own experience • Don’t ask the employee to design the intranet for you • Ensure to have all necessary data for each employee task • How, why, when, how often, etc • When asking the questions, start designing the intranet in your mind and ask yourself what information you will need to complete the design Isabelle Peyrichoux – IA Summit 2006
  13. 13. Step 4: Facing the cultural differences • Africa vs. Western countries? • Paris vs. Montreal MONTREAL PARIS • cultural stereotypes • organizational vs. cultural differences DAKAR • time differences • No direct impact on the findings • Stereotypes require discretion & distance Isabelle Peyrichoux – IA Summit 2006
  14. 14. Step 5: Going back to Montreal… Montréal, two days later… Dakar, March 2002 Isabelle Peyrichoux – IA Summit 2006
  15. 15. Results Isabelle Peyrichoux – IA Summit 2006
  16. 16. A success… A lot of information that surpassed the intranet project: • Most useful content & applications • How to design these applications Isabelle Peyrichoux – IA Summit 2006
  17. 17. …but difficult to apply in reality Able to implement only 15 % of my recommendations: • Organizational constraints • Content not accessible or not formatted according to specifications • Limited executive buy-in and involvement in the intranet project Nevertheless, a small “revolution” for the Agency: • The first intranet containing basic information accessible to all • An employee directory that included pictures!! (THE killer app) • Some changes still to come Isabelle Peyrichoux – IA Summit 2006
  18. 18. A selection of references James Robertson: “Conducting intranet needs analysis” – Sept. 2005 http://www.steptwo.com.au/papers/kmc_needsanalysis/index.html (Last visited: Feb. 26, 2006) Adaptive Path: “ Designing the Complete User Experience ” http://adaptivepath.com/events/training/complete/files.php Downloads: Workshop Presentation Day 1 – Task analysis and mental model (Last visited: Feb. 26, 2006) Joshua Porter: “Information Architecture the Adaptive Path Way: An Interview with Indi Young” – Originally published: Feb 05, 2003 http://www.uie.com/articles/young_interview/ (Last visited: March 17, 2006 ) Indi Young: “Mental Model Building: Step by Step” – August 12, 2005 http://www.ok-cancel.com/archives/article/2005/08/mental-model-building-step-by-step.html (Last visited: March 17, 2006 ) Isabelle Peyrichoux – IA Summit 2006
  19. 19. Thank you! Questions or comments? Isabelle Peyrichoux CESART, Montréal, Canada isabelle_peyrichoux@yahoo.ca Isabelle Peyrichoux – IA Summit 2006

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