Intranets In Government

  • 2,908 views
Uploaded on

How to have an effective intranet.

How to have an effective intranet.

More in: Technology , Business
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
2,908
On Slideshare
0
From Embeds
0
Number of Embeds
1

Actions

Shares
Downloads
0
Comments
0
Likes
10

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Intranets in Government – Enhancing your Communications Hub Matthew Hodgson ACT Regional-lead, Web and Information Management 26 March 2008
  • 2. Introduction
    • SMS Attendees
      • Melanie Kontze, ACT Regional Director
      • Matthew Hodgson, Regional-lead Web and Information Management
    • Format
      • Audience contributed presentation with guided discussion
    • Purpose
      • Provide you with strategies and insights into designing and developing an effective intranet
    • Opportunity
      • To share and learn from others’ experience of online information communication and knowledge sharing
  • 3. About SMS Management & Technology
    • SMS Management & Technology was founded in 1986 on the basis of three core rules: add value, maintain unity and enhance reputation. Over 20 years on, these values remain central to our business today, allowing us to continue delivering excellence in everything we do
    • SMS Management & Technology [ASX:SMX] is Australia’s largest publicly listed management and technology Services firm
    • Key statistics
    • Staff: in excess of 1300
    • 2006/07 revenue (approx): $176 million
    • Office locations
      • Adelaide Brisbane
      • Canberra Mackay
      • Melbourne Sydney
      • London Singapore
    • Industry focus*
    * Source: SMS 2007 full year results announcement
  • 4. SMS Brands and Business Units
  • 5. SMS Consulting SMS Consulting delivers specialist external expertise when your business needs it most. Established in 1986, SMS Consulting is a long standing provider of Management Consulting Services to Australian and selected international clients. We employ experienced consultants, each a specialist in their field.
  • 6. Typical client problems Problems we solve ... “ We can’t find stuff” “ Our messages are out of synch” “ Our customers hate our Web site” “ Our transaction costs are too high” “ We want more customer self-service” “ Our website navigation doesn’t make sense” “ Our search engine doesn’t work properly” “ We want to be able to share our information more easily” “ Our intranet doesn’t work any more” “ It takes too long to find anything” We’ve out-grown our intranet”
  • 7. Web & Information Management Service Offering
    • Capability we deliver:
    • Strategic use of the web for government
    • Intranet and internet review, design and development
    • Enterprise information management
    • Web content management
    • Knowledge management
    • Social computing/Web 2.0 strategy
    • Information classification
    • Information architecture
  • 8. Our clients include …
    • Air Services Australia
    • Australian Taxation Office (ATO)
    • CHOICE Magazine
    • Dept of Defence, CIO Group
    • Dept of Education, Employment and Workplace Relations (DEEWR)
    • Dept of Health and Ageing (DoHA)
    • Dept of the Treasury
    • Dept of Transport & Regional Services (DOTARS)
    • Dept of Veterans Affairs
    • Office for Aboriginal and Torres Strait Islander Health (OATSIH)
    • Origin Energy
    • Telstra
    • Therapeutic Goods Association (TGA)
  • 9. Introductions …
    • Who are you?
    • Your name and organisation?
    • Your role?
    • This seminar:
    • What is it that appealed?
    • What is your intranet like?
    • Your ‘intranet’ challenge?
  • 10. Typical client problems … what is an ‘intranet’ anyways…? “ We can’t find stuff” “ Our messages are out of synch” “ Our customers hate our Web site” “ Our transaction costs are too high” “ We want more customer self-service” “ Our website navigation doesn’t make sense” “ It takes too long to find anything” “ Our search engine doesn’t work properly” “ We want to be able to share our information more easily” “ Our intranet doesn’t work any more”
  • 11. Where did the term ‘intranet’ come from?
    • What were these first intranets?
    • People were creating small websites
    • Share knowledge and communicate information
    • “ ..underscore the value of knowledge management”
    • Term first appeared?
    • Stephen Lawton, 1995
    Intranets fuel growth of Internet access tools
  • 12. “… three of the five parliamentary departments enjoy access to an in-house network that is, of course, an intranet…” - House of Representatives Official Hansard, Wed 25 June 1997
  • 13. Investing for Growth, 1997
    • “ Establishing a Government wide intranet for secure online communication by the end of 1998”
    • “ timely exchange of information between government agencies”
    • “ provide a full multimedia capability to agencies to communicate ”
  • 14. Where are we 10 years on?
    • Studies suggest:
    • the strategic promise of intranets remains largely unfulfilled*
    * Head, A.J (2003) Why research intranets fail. Business & Finance Division Bulletin • Number 123. Spring 2003
  • 15. Why do you think some intranets fail to deliver?
    • Audience input …
  • 16. Intranet expectations We have certain expectations* about what Intranets will deliver for us … *Melcrum Intranet Survey (2001) 1. Better internal communications 90% 2. Improved processes 80% 3. Knowledge sharing best-practice 72% 4. Improve efficiency 65% 5. Reduction in paperwork 65% 6. Avoid duplication of effort 62% 7. Real-time information sharing 55% 8. Cost savings 55%
  • 17. Do we achieve expectations?
    • Information
    • Out-of-date, incomplete or inaccurate information
    • Can’t find anything
    • Unstructured or inconsistent navigation
    • Search engine doesn’t work
    • Governance
    • No formal roles & responsibilities for managing the intranet
    • Problems with publishing processes
    • Inadequate resourcing for intranet teams and authors
    • Technology
    • Major source of internal communication is often not technology, but 'word of mouth'
    *StepTwo Designs (2001)
  • 18. Intranet as a filing cabinet
  • 19. … ultimately…
    • Intranets don’t meet expectations because:
    • “ many sites are [structurally] poorly designed and just plain hard to use ” *
    * Head, A.J (2003) Why research intranets fail. Business & Finance Division Bulletin • Number 123. Spring 2003
  • 20. What we need: planning and strategy
  • 21. Planning and strategy
    • Organisations have strategies and policies for:
    • Human resources
    • Employee benefits
    • Procurement
    • Finances and corporate expenditure
    • External communications
    • Corporate governance
    • Email and internet use
    • … so why don’t we have an intranet strategic plan ?
  • 22. components of an intranet strategic plan
  • 23. … information strategy ... “ What content do I need?" “ How can I make my information ‘findable’?” “ What are the content essentials?” “ How can I structure information?” “ What is information architecture?” “ How can I make information useful?” “ What content don’t I have?"
  • 24. Information strategy – intranet essentials
    • AGIMO’s Better Practice Checklist suggests intranets need:
    • ‘ high-value content’ and
    • ‘ killer apps’
    • … but what are these?
  • 25. Information strategy – intranet essentials * Damsgaard & Scheepers (2000 ) Intranets should cover these functions and strategic information areas: Publishing Publish information. E.g. home pages, newsletters, technical documents, product catalogues, employee directories Transacting Transact with functionality on intranet pages and other organisational computer-based information systems. E.g. via web forms Interacting Interact with other individuals and groups in the organisations (eg. via discussion groups, collaborative applications) Searching Search for organisational information (eg. via search engines, indexes, search agents) Recording Record ‘organisational knowledge’ (such as capturing best-practice, business processes, frequently asked questions)
  • 26. Information strategy – intranet essentials
    • Staff/Phone Directory
    • Automated web forms
      • Self-service HR forms for leave, etc.
      • Time sheets
      • Performance review forms
      • Booking meeting rooms
      • Ordering stationary and supplies
    • Access to corporate information and documents
    • Business Unit sub-sites
    • Project-based sub-sites
    • Links to other core and key business applications
  • 27. Information strategy – intranet essentials
  • 28. Information – planning to make it effective
    • Content audit
    • Identify what information you do have
    • Understanding needs
    • Business & users information ‘wants and needs’
    • What information do we need to communicate
    • Gap analysis
    • Identify what information you don’t have , but need!
    • Information architecture
    • Structure information logically so people can find it
    • Make navigation and page layout logical and consistent
  • 29. … governance strategy … “ How can I best manage my site?” “ Why do we need a sponsor?” “ What are the typical models for governance?” “ What model will fit my agency size?” “ What are the benefits of different governance models?” “ What do users expect from a governance strategy?”
  • 30. Governance strategy
    • Governance it not about control
  • 31. Governance strategy
    • Governance is about:
    • Good intranet management principles
    • Clarification of ownership, roles and responsibilities
    • Who can author content?
    • Who can change content?
    • Who can approve content?
    • Who can publish?
    • Who can change the information architecture?
    • Who can change the graphic design?
  • 32. What governance model works for you?
    • Audience input…
  • 33. Governance models
    • Centralised authoring: “Source material is provided to the intranet team, which publishes and manages all content”
    • Benefits: Control of type of content and quality of content
    • Problems: Bottlenecks in publishing
    • * AGIMO (2008) “Better Practice Checklist
  • 34. Governance models
    • Decentralised authoring: “Individual business units are provided with tools for authoring and maintaining their information”
    • Benefits: Greater ownership of own content by business units
    • Problems: Quality of content may suffer
    • * AGIMO (2008) “Better Practice Checklist
  • 35. Governance models
    • Hybrid authoring: “Most authoring is done by business units, while a central unit is responsible for overall quality control and strategic intranet management”
    • Benefits: More control over decentralised model
    • Problems: Business feel left-out of the strategic-side of their content
    • * AGIMO (2008) “Better Practice Checklist
  • 36. Governance – roles and responsibilities
    • Roles for managing and building an intranet*:
    • Intranet coordinator (project manager)
    • Information Architect
    • Web designer and graphic artist
    • Usability specialist
    • Technical writer
    • Subject matter experts
    • Professional indexer or Librarian
    • Journalist
    • Communications specialist
    • Business Analyst
    • * AGIMO (2008) “Better Practice Checklist
  • 37. Governance – the Sponsor
    • Project sponsorship (development):
    • A critical success factor
    • Someone who can walk across organisational silos to rally support
    • Senior sponsors (maintenance):
    • Help drive adoption
    • Help drive strategic growth
    • Play a key role in resolving issues between business areas
  • 38. Governance – latest trends
    • Soft Security versus Hard Security
    • The ‘Wisdom of Crowds’
    • People behave like adults unless you treat them otherwise
    • The ‘Path of Least Resistance’ and ‘Minimal Effort’
  • 39. … technology strategy… “ Do we need a CMS?” “ What are the latest trends?” “ But we’ve already got technology to manage content” “ Can we stay with static content?” “ Where do wikis fit in?” “ Can we use a blog?” “ What is Enterprise Search?” “ Does technology = knowledge management?” “ Does metadata matter?” Open Source Service Oriented Architecture
  • 40. Technology strategy
    • Dos:
    • Know your users’ needs
    • Know your business’ needs
    • Translate needs into – requirements for supporting communication, information sharing and collaboration
    • Use Open Technology
    • Be careful to not get 'locked-in’
    • Don’ts:
    • Let technology drive your strategy
    • Get distracted by the ‘pretty’ and ‘shiny’ bits
  • 41. Technology – emerging trends
    • Wikis:
    • Lightweight
    • Easy to install and get going!
    • Open Source
    • Communicate information and allow everyone to contribute
    • Instant gratification – easy to keep up-to-date
  • 42. Technology strategy
    • AGIMO:
    • Wiki for policy and guidelines
    • People find it easier to update (and they do keep it up-to-date) than their traditional intranet.
    • Defence:
    • Lightweight nature that makes it easy to share knowledge and information
    • Doesn’t require the use of the Defence secure-network
    • Qld government:
    • Easily and rapidly share knowledge between departments
  • 43. … intranet strategy in action ... “ I need a strategic framework for managing my intranet” “ I want to deliver my intranet project strategically!” “ I want a user-friendly methodology I can use for my project!” “ Are there standards and best-practice?”
  • 44. Strategic design and management
    • ISO 13407: Human-centred Design Processes for Interactive Systems
  • 45. User-centred design Subject matter expert IT Manager Business Sponsor User Content Author
  • 46. Best-practice framework
    • “ User-centred design is industry best-practice”
        • – AGIMO (2008) “Better Practice Checklist #15. Information Architecture for Websites”
  • 47. How do we capture the intent of what our intranet is designed to do?
  • 48. Employ a User-centred design framework*! * Based on J.J.Garrett’s industry best-practice methodology
  • 49. Case study
    • User-centred design framework in action
    • Problem:
      • Mergers with other organisations over many years
      • Many intranets – unstructured, unusable
      • How do bring all the information together?
      • How do we merge the different taxonomies?
      • How do we deliver consistency?
  • 50. Case study – central issues
    • Content
    • Several small, isolated intranets for each business
    • Large amounts of duplication of information
    • Governance
    • Decentralised
    • No cooperation or collaboration of content
    • No single strategy for growth
    • Technology
    • Content manually created and managed with Dreamweaver
  • 51. Case study – intranet maturity model
  • 52. Case study – our approach
    • User-centred design framework – ISO 13407
    • Focussed on Information Architecture
    • Analysed:
    • Users’ wants and needs
    • Information needs
    • Communication needs
    • Researched:
    • Researched governance models to suit their business’ publishing needs and management capabilities
  • 53. Case study – activities
    • Intranet satisfaction questionnaire
      • Understand what people want and need
    • Content audit:
      • Understand current scope of information
      • Understand current information structures
    • Change management
      • Involve stakeholders
      • Build ownership
      • Manage expectations
  • 54. Case study – activities *Photo credit: Anikarenina . Flickr: www.flickr.com/photos/anikarenina/2051906305/
  • 55. Case study – activities
  • 56. Case study - deliverables
  • 57. Case study - deliverables
  • 58. Case study - the outcome
    • Information
    • Single, comprehensive site structure
    • Strong Information Architecture
    • Consistency of experience – navigation and page layout
    • Governance
    • Hybrid - clarification of management roles and responsibilities
    • Content production aligned with users’ and business needs
    • Technology
    • Microsoft SharePoint Portal 2007
  • 59. Best-practice checklist – strategy
    • Information:
    • Users’ and business needs
    • How they want it delivered
    • Have content essentials
    • Good information architecture results in good site structure, navigation and ‘findability’, and consistency of experience
    • Governance:
    • Right roles and responsibilities = good management
    • Technology:
    • Technology must meet users’ and business’ requirements if it’s to work and be used
  • 60. Take home messages
    • Know:
    • Where you are on intranet maturity scale
    • The right technology for the right job
    • The right governance model for management
    • Employ:
    • User-centred design
    • Information architecture principles
    • Plans for the intranet’s evolution (not revolution)
    • Think:
    • Strategically – information, governance & technology
  • 61. Fin Questions?
  • 62. Intranets in Government
  • 63. by Matthew Hodgson Regional-lead, Web and Information Management