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The intranet 3.0 project - how to kick life into a stale intranet

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J. Boye Aarhus 2007 conference slides by Niklas Sinander at EUMETSAT

J. Boye Aarhus 2007 conference slides by Niklas Sinander at EUMETSAT

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  • The old intranet was not much used, content was hardly ever updated and users looked for information elsewhere. Difficult to find information – mainly organised according to the organisation, e.g management System maintained by the legal department, difficult for new comers to find it. Information not easily accessible – Hummingbird DMS linking poor, needed to go via the Hummingbird DMS i/f, Find people – via a intermediate page to get to the PhoneBook, Calendar – few people aware of its existance. Information spread all over – users needed to visit several pages to get a view of what was relevant for the day, e.g Calendar, IT Announcements, launching of applications, latest updated pages, weather Cumbersome to publish information – template based with long update cycles Static content – pages were hardly updated No or little sharing of information – divisional silos, little cross divisional communication – cultural as well In addition, difficult to maintain The result: The Intranet not much used => Improvement needed !
  • Business requirement: "to better fulfil the user and organisation needs" - a bit high level to start implementing…
  • Better organised information - re organise the site structure but not enough Improved access to information - Improve linking to Hummingbird DMS, provide direct access to PhoneBook - ok Improved contribution - replacement of contribution tool – ok but not enough to fully address static content Tell contributors to update their areas – not really a solution, they have to want to update the content Do not involve the users - will make it much easier to execute the project, but not to succeed… Easy solution solves some problems Difficult to find information Information not easily accessible Cumbersome to contribute But not all problems fully, e.g: Static content => Tell contributors to update their areas – does not work No or little sharing of information – divisional silos, little cross divisional communication – cultural as well Information spread over several pages
  • Web Management Team thoughts/believes on how to make people want to use the intranet: User empowerment – Contribution für alle, i.e distributed contribution - easy contribution + wiki => up to date Collaboration – wiki for sharing of information and break down the divisional silos- cultural experiment => up to date + sharing of info Task oriented – Search&Directory, including PhoneBook on each page, Useful links on Home Page, TopNav and Useful Links section, direct access to the Calendar on the home page– add on Everything at a glance, i.e on the Home Page: News, Today's Weather, IT Announcements, Calendar, Newsflash, Useful Links , What's New – up to date since visible to all Easy to use – TopNav, LeftNav, Breadcrumb, standard layout for all pages, branded sections – add on Easy solution solves some problems Difficult to find information Information not easily accessible Only News on the Home Page Cumbersome to contribute Remaining problems Static content – solved by meeting the challenge No or little sharing of information – solved by meeting the challenge These wishes needed to be aligned with the business requirement "to better fulfil the user and organisation needs"
  • Problem, requirement, easy solution, challenge How to approach all those points? Starting with objectives to be agreed with management Support to work Efficient tool which helps and assists employees in their work. Effective Communication Informing the employees at EUMETSAT Top Down, e.g: internal and external key events , introduction of employees, objectives of the org / dep / div Interactive work area A living intranet for sharing work–related information – Bottom Up, e.g project structures, planning and reports Employee Space Settle in and live section on Intranet – Bottom Up. e.g doctors, lawyers, car workshops buy&sell, … Still a bit high level …
  • Map users' wishes with the agreed objectives Workshop focusing on the 4 objectives: Support to work Effective Communication Interactive work area Employee Space Answering the questions "What's god, what's bad and what's missing?" Workshop June 2006 Participants from all (20) different divisions invited 394 detailed comments, e.g: "I am sure that I could benefit more from the system if it wasn’t so difficult to navigate through it and to find certain information" "I would like to have one click access to important pages" "Too little useful information on the homepage, basically only news." "Knowledge base missing which is easy to contribute to (Wiki like)" Very similar comments received in an IT User Survey from October 2006 Scope definition: Platform ( New Look & Feel, New Site Structure and Navigation, Improved contribution) Hummingbird DMS integration Wiki Intranet Messaging Discussion Forum
  • Project Team - 10 pers Steering Committee – WMT 8 pers URG guiding in uer interaction issues, 15 pers Contributors 16 pers Standard lifecycle: Definition, Design, Implementation, Verification, Deployment Initial discussion early 2006 Workshop June 2006 Kick off Jan 2007 Phase 1 deployment Oct 2007 Phase 2 deployment end 2007 Phase 1: Platform ( New Look & Feel, New Site Structure and Navigation, Improved contribution) Hummingbird DMS integration Wiki Phase 2: Intranet Messaging Discussion Forum Online forms
  • Intranet 2.0
  • Home page 3 columns Middle: Top Story, Latest News Left: Calendar (Interface to the current calendar, Navigate through the month's events, Today's date high lighted, All days with an event highlighted. Title of event for selected day displayed, What's New, Weather, (IT Announcements - displays next planned IT activity), (NewsFlash) Right: Search&Directory, Useful Links, Feature area Navigation Top navigation (all pages), Left navigation, Breadcrumbs Features Always logged in Author Name always available Search (Full text, title, abstract) Directory: any combination of the fields: First name, Last name, Acronym, Employee no, Extension, Room Information Structure Organisation, What we are doing (right now), How Do I… (Site Map) News Corner All news navigable (only one type of news, combining the current News and News Tickers) All IT Announcements All NewsFlashes Standard Page 3 columns Middle: Content, Breadcrumb Left: Left Navigation Right: Search&Directory, (NewsFlash), Related News (inheritance), Related Info Useful Links page Links to all useful resources Wiki 3 columns Middle: Wiki article, Edit, Discuss article, History, New article Left: Categories Right: Search&Directory, (NewsFlash), What's New in the wiki
  • Did we solve the problem? First impressions: Difficult to find information Home page - Lots of information at a glance in one place Navigation - 3 type, all levels Information Structure - New Site Structure - News Section, Organisation, What we are doing, How Do I…, Useful Links Search - Full text, title, abstract, keywords Information not easily accessible Hummingbird integration Calendar IT Announcements What’s New Weather FindPeople Useful Links Information spread all over Home page - Lots of information at a glance in one place Cumbersome to publish information Easy to use tools - SiteStudio for pages, FCK for wiki SiteStudio Static Content ( with only 2 weeks experience it is a little too early to judge if we succeeded) Distributed contribution wiki Sharing of information ( with only 2 weeks experience it is a little too early to judge if we succeeded) wiki Additional features Always logged in Author Name always available Feature on home page for polls etc Newsflash Intranet more used? Almost only positive feedback. Eye opener triggering requests for further enhancements Stats: 3 – 4 page updates per day, before 1 – 2 per month – 7 times increase 1 - 2 News per day, before 2 – 3 per week, double amount
  • Guiding Principles Open and Easy to Use Open for all EUM employees Fully integrated in the intranet, to allow for the same user experience and integrated search. Users always identified via Single Sign On FCS editor MS Word like with wiki links [[ ]] and link wizard Training for every one who wants it Revision contol and roll back Context0 Business: processes, guidelines, FAQs, Tips&Tricks, Non Business: Settle and Live – Housing, Car registration, Doctors, What to do in Darmstadt, self-forming communities Governance Not moderated Self regulating via name and contact information incl. photo displayed for each article Wiki Editing Guidelines – adopted from wikipedia Be bold! in editing pages. Go ahead, it's a wiki! Encourage others to edit articles, including those who disagree with you, likewise to Be bold! Be civil to other users at all times. When in doubt, take it to the article’s Discussion page (Discuss this article tab). Mutual respect is the guiding behavioural principle of the wiki and it is easier to accept changes if the reasons for them are understood. Assume good faith; in other words, try to consider the person on the other end of the discussion to be a thinking, rational being who is trying to positively contribute to the wiki. Be gracious: Try to accommodate other people's quirks the best you can, and try to be as polite, solid and straightforward as possible yourself. Success factors Critical mass Chicken or egg situation – users don’t use it before there is any content, but content does not come if there are no users Wiki champions wiki contest before launch to get critical mass Marketing Slogan adopted from wikipedia: Be bold! Go ahead, it's a wiki! Open House wiki training First impressions Siloed organisational culture – cultural experiment Initial resistance by some users "Can everybody read this?", "Can anyone edit 'my' article" but after this initial hurdle, several users got addicted once they started. ~95 articles at launch, 1 – 2 new articles per day, 10 edits per day 280 users (out of 550) have accessed 877 articles – despite several campaigns not everyone is aware, or interested Next steps Addressing user feedback Subscription to articles Read only articles Closed wikis for special needs – mgmt reports development, strategies, etc Enhanced navigation, …
  • Part of Q&A
  • Transcript

    • 1. Slide: 1 The Intranet 3.0 Project Niklas Sinander Project Manager EUMETSAT www.eumetsat.int niklas.sinander@eumetsat.int
    • 2. Slide: 2 The Intranet 3.0 Project – EUMETSAT overview Mission ... to deliver operational satellite data and products that satisfy the meteorological and climate data requirements of its Member States – 24/7 hours a day, 365 days a year Darmstadt, Germany 550 employees 30+ nationalities
    • 3. Slide: 3 The Intranet 3.0 Project EUMETSAT Organisation Director General Programme Department ~200 Operations Department ~240 Administration Department ~110 CommunicationsGeneral Services … ICT ~40 … User Services … …
    • 4. Slide: 4 The Intranet 3.0 Project – Overview • Combining Business and User Needs • Wiki from Theory to Practice • Q&A
    • 5. Slide: 5 The Intranet 3.0 Project – Agenda  Combining Business and User Needs The Problem The Requirement The 'Easy' Solution The Challenge The Approach Did we succeed?  Wiki from Theory to Practice
    • 6. Slide: 6 The Intranet 3.0 Project – The Problem Difficult to find information Information not easily accessible Information spread all over Cumbersome to contribute Static content No or little sharing of information
    • 7. Slide: 7 The Intranet 3.0 Project – The Requirement " to better fulfill the user and organisation needs"
    • 8. Slide: 8 The Intranet 3.0 Project – The 'Easy' Solution Better organised information Improved access to information Improved content editing Tell contributors to update their areas Do not involve the users
    • 9. Slide: 9 The Intranet 3.0 Project – The Challenge How to make people want to use the intranet? User empowerment Collaboration Task oriented Everything at a glance Easy to use
    • 10. Slide: 10 The Intranet 3.0 Project – The Approach Intranet Objectives Support to Work Effective Communication Interactive Working Area Employee Space
    • 11. Slide: 11 N ew look and feel N ew site navigation C ontributionIntegration EU M ETSAT w ikipedia IntranetM essaging Search M iscellaneous The Intranet 3.0 Project – The Approach Users' views
    • 12. Slide: 12 The Intranet 3.0 Project – The Approach Project Content Project Team System User Ref Group Contributors
    • 13. Slide: 13 The Intranet 3.0 Project – Demo
    • 14. Slide: 14 The Intranet 3.0 Project – Demo
    • 15. Slide: 15 The Intranet 3.0 Project – Did We Succeed? First impressions Difficult to find information Information not easily accessible Information spread all over Cumbersome to contribute Static content No or little sharing of information Intranet more used?     ? ?
    • 16. Slide: 16 Intranet 3.0Project–Wiki from Theory to Practice  Guiding Principles  Demo  First Impressions  Next Steps
    • 17. Slide: 17 Intranet 3.0 Project – Q&A • Q&A
    • 18. Slide: 18 Intranet 3.0 Project – System Specification • Sun 480 2x 900 Mhz CPU • Solaris 9 • Oracle 10i • Oracle Universal Content Management • Content Server • SiteStudio/Contributor • Wiki sample component • Squid reverse proxy • Apache web server • FCK
    • 19. Slide: 19 Intranet 3.0 Project – Q&A