Managing intranets? It’s business as usual in BT!

Agenda About BT today Why an intranet? Information vision Critical success factors Managing the intranet At the heart of BT The future

About BT today

Why an intranet?

Information vision

Critical success factors

Managing the intranet

At the heart of BT

The future

About BT today Operating in over 170 countries, BT is one of the world’s leading providers of communications solutions and services. Our principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services. BT’s strategy: bold transformation BT in the global market – delivering networked IT services Broadband – the UK leads the world, and there is more to come Mobility and convergence – allowing communications wherever you are 21st century network (21CN) – essential investment for future prosperity

Operating in over 170 countries, BT is one of the world’s leading providers of communications solutions and services. Our principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services.

BT’s strategy: bold transformation

BT in the global market – delivering networked IT services

Broadband – the UK leads the world, and there is more to come

Mobility and convergence – allowing communications wherever you are

21st century network (21CN) – essential investment for future prosperity

Why an intranet? Initiated back in 1994 Information overload Valuable information being produced, but… not shared, communicated or being managed Initiated by Group Communications Business led, not technology led! Retrospective 1 st year benefits of £305m Now individual business cases Culture change Empowerment, flat communications, freely available information Organisational change Virtual working

Initiated back in 1994

Information overload

Valuable information being produced, but…

not shared, communicated or being managed

Initiated by Group Communications

Business led, not technology led!

Retrospective 1 st year benefits of £305m

Now individual business cases

Culture change

Empowerment, flat communications, freely available information

Organisational change

Virtual working

Information vision The Intranet enables people in BT to access the information and services they need to do their work at any time, from any place. information to be easily accessible , timely , accurate and relevant , and appropriate to their business situation and needs consistency between information and the organisation’s desired behaviours and values location and time not to be barriers to accessing and using information to receive information through the most appropriate media to exert choice and control over the information they receive information to add value their changing requirements to be met in a timely fashion

The Intranet enables people in BT to access the information and services they need to do their work at any time, from any place.

information to be easily accessible , timely , accurate and relevant , and appropriate to their business situation and needs

consistency between information and the organisation’s desired behaviours and values

location and time not to be barriers to accessing and using information

to receive information through the most appropriate media

to exert choice and control over the information they receive

information to add value

their changing requirements to be met in a timely fashion

Critical success factors Focus on information , NOT technology duplication of data (effort) was removed Information was seen as legitimate Information was seen to be up to date It was easy to navigate & find right information BT opted to devolve authority and content to franchise holders No imposed standards for layout or style Exponential growth and huge diversity of sites Self regulation by lines of business to establish consistent ‘look’ Centrally established standards for management of information

Focus on information , NOT technology

duplication of data (effort) was removed

Information was seen as legitimate

Information was seen to be up to date

It was easy to navigate & find right information

BT opted to devolve authority and content to franchise holders

No imposed standards for layout or style

Exponential growth and huge diversity of sites

Self regulation by lines of business to establish consistent ‘look’

Centrally established standards for management of information

BT’s intranet strategy Align with overall BT and IT strategy User survey recommendations IBF benchmarking recommendations Develop with business partners Communicate to key stakeholders Implement action plan and update on progress made

Align with overall BT and IT strategy

User survey recommendations

IBF benchmarking recommendations

Develop with business partners

Communicate to key stakeholders

Implement action plan and update on progress made

Content types Formal for many, authoritative, well managed, reliable. All standards are mandatory Team for a defined audience, owned by a team, with shared responsibility for editing, requiring a managed environment. Most standards are mandatory Crowd community owned, open environment, for anyone to edit and contribute, light governance and low levels of trust. Some standards are mandatory Personal opinion based, owned by an individual, light governance, open to a wide audience. Some standards are mandatory

Formal

for many, authoritative, well managed, reliable.

All standards are mandatory

Team

for a defined audience, owned by a team, with shared responsibility for editing, requiring a managed environment.

Most standards are mandatory

Crowd

community owned, open environment, for anyone to edit and contribute, light governance and low levels of trust.

Some standards are mandatory

Personal

opinion based, owned by an individual, light governance, open to a wide audience.

Some standards are mandatory

Intranet centre of excellence Standards & governance: keep the standards up-to-date and make sure they are enforced and publishers are trained Conformance: provide a central set of tools, templates, processes and online publisher training Intranet helpdesk: provide friendly, non-technical advice by email or telephone Content ownership the person who owns the content trains themselves, publishes and manages their content Approval the content owner’s manager approves requests to publish and if it isn’t managed to comply with standards

Standards & governance:

keep the standards up-to-date and make sure they are enforced and publishers are trained

Conformance:

provide a central set of tools, templates, processes and online publisher training

Intranet helpdesk:

provide friendly, non-technical advice by email or telephone

Content ownership

the person who owns the content trains themselves, publishes and manages their content

Approval

the content owner’s manager approves requests to publish and if it isn’t managed to comply with standards

What do our users need? Annual intranet survey by independent company Feedback using links on every page Beta testing of new sites Content templates show features users need Intranet standards based on users needs 85% satisfied or very satisfied

Annual intranet survey by independent company

Feedback using links on every page

Beta testing of new sites

Content templates show features users need

Intranet standards based on users needs

85% satisfied or very satisfied

How are we using social media in BT? BTpedia RSS powered news Podcasting Blogging Project wikis Examples: MyBT network building knowledge base building communities one source; one truth user controls their own content social networking making connections bringing content to life building trust engaging with each other real time team collaboration blogs available for all Key principles no anonymous posting say what you like … but you will be held accountable!

Summary We started in 1994 Information vision, not technology Intranet centre of excellence Applied central control where needed Don’t measure ROI across whole intranet Everyone in BT has access Helped to change culture & way of working Business critical system Ever evolving

We started in 1994

Information vision, not technology

Intranet centre of excellence

Applied central control where needed

Don’t measure ROI across whole intranet

Everyone in BT has access

Helped to change culture & way of working

Business critical system

Ever evolving

Thank you http://markmorrell.wordpress.com/