PCL
LESSONS
LEARNED
www.pcl.com	
  
@PCLConstruc2on	
  
WELCOME
Darcy	
  Belanger	
  
Manager,	
  	
  Digital	
  Communica2ons	
  
PCL	
  Construc2on	
  
dbelanger@pcl.com	
  
	
...
AGENDA
•  Overview	
  of	
  PCL	
  Construc;on	
  
•  PCL	
  Connects	
  Rebuild	
  Project	
  
•  Challenges	
  
•  Solu;...
OVERVIEW OF PCL
CONSTRUCTION
Founded 	
  1906	
  
Focus	
  Areas 	
  Over	
  $7.5	
  billion	
  in	
  opera2ons	
  across	
  
	
  	
  three	
  key	
  m...
Staples	
  Center,	
  Los	
  Angeles	
  
Mall	
  of	
  America,	
  Minneapolis	
  
INTRANET REDESIGN PROJECT
PCL	
  Connects	
  Evolu2on	
  
+	
  over	
  80	
  publishers	
  
v2.0	
  
•  SharePoint	
  2003	
  
•  Custom	
  Developm...
2004	
  
v2.0	
  
•  SharePoint	
  2003	
  
•  Custom	
  Development	
  
2011	
  
v3.0	
  
•  SharePoint	
  2010	
  
•  Cu...
EXECUTIVE ENGAGEMENT
14	
  
“The	
  mission	
  of	
  PCL	
  Connects	
  is	
  to	
  provide	
  an	
  authorita.ve,	
  
com...
CONTENT CLEAN UP AND
MIGRATION
15	
  
↓50%	
  
Stakeholder	
  Engagement	
  
Over	
  1000	
  employees	
  across	
  25	
  districts	
  
and	
  14	
  Corporate	
  Departm...
VS.	
  
METADATA DISPLAYED
IN SEARCH RESULTS
FINDABILITY CHALLENGES
19	
  
Search	
  Sucks!	
  
Is	
  there	
  a	
  way	
  to	
  
provide	
  comments	
  
on	
  content...
TOP 5 BUSINESS CHALLENGES
LESSONS LEARNED AND BEST PRACTICES
LESSON #1
It	
  is	
  hard	
  to	
  maintain	
  a	
  decentralized	
  publishing	
  
model	
  with	
  a	
  highly	
  custo...
SOLUTION
•  Central	
  publishing	
  service	
  
•  Iden2fy	
  and	
  select	
  stronger	
  publishers,	
  and	
  
promote...
LESSON #2
Change	
  management	
  and	
  adop;on	
  is	
  a	
  big	
  job	
  
•  Had	
  a	
  robust	
  adop2on	
  and	
  c...
SOLUTION
Ongoing	
  Internal	
  Marke;ng	
  and	
  Promo;ons	
  
•  Ongoing	
  promo2on	
  to	
  exec	
  group	
  and	
  s...
LESSON #3
Develop	
  a	
  clear	
  development	
  process	
  for:	
  	
  
•  bug	
  fixes	
  
•  ongoing	
  enhancements	
 ...
SOLUTION
Solu;on	
  Delivery	
  Framework	
  
•  Long-­‐term	
  look	
  ahead	
  plan	
  for	
  development	
  with	
  	
 ...
LESSON #4
Lack	
  of	
  governance	
  
•  It	
  used	
  to	
  be	
  the	
  wild	
  west	
  
27	
  
SOLUTION
•  Create	
  a	
  living	
  a	
  governance	
  document	
  
•  Define	
  key	
  stakeholders	
  
•  Have	
  a	
  s...
LESSON #5
Be	
  prepared	
  for	
  friendly	
  fire	
  
•  Culture	
  of	
  “self-­‐appointed”	
  informa2on	
  architects	...
SOLUTION
•  Consulta2on,	
  solu2ons,	
  and	
  educa2on	
  through	
  	
  
the	
  implementa2on	
  of	
  a	
  “Connects	
...
SUMMARY OF LESSONS
LEARNED
1.  Have	
  a	
  core	
  group	
  of	
  skilled	
  publishers	
  AND	
  a	
  
centralized	
  pu...
QUESTIONS?
32	
  
Darcy	
  Belanger	
  
Manager,	
  Digital	
  Communica2ons	
  
PCL	
  Construc2on	
  
dbelanger@pcl.com	...
nForm better intranets | PCL construction case study
nForm better intranets | PCL construction case study
nForm better intranets | PCL construction case study
nForm better intranets | PCL construction case study
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nForm better intranets | PCL construction case study

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nForm's Better Intranets Conference on June 12, 2014. Presenters Darcy Belanger & Rebecca Ma from PCL Construction share lessons learned on PCL's intranet upgrade.

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nForm better intranets | PCL construction case study

  1. 1. PCL LESSONS LEARNED www.pcl.com   @PCLConstruc2on  
  2. 2. WELCOME Darcy  Belanger   Manager,    Digital  Communica2ons   PCL  Construc2on   dbelanger@pcl.com                @darcybelanger   Rebecca  Ma   Digital  Communica2ons  Specialist   PCL  Construc2on   rlma@pcl.com                @becksy21    
  3. 3. AGENDA •  Overview  of  PCL  Construc;on   •  PCL  Connects  Rebuild  Project   •  Challenges   •  Solu;ons   •  Ques;ons  
  4. 4. OVERVIEW OF PCL CONSTRUCTION
  5. 5. Founded  1906   Focus  Areas  Over  $7.5  billion  in  opera2ons  across      three  key  markets:      •  Commercial  Buildings      •  Civil      •  Heavy  Industrial     Personnel  4,400  full-­‐2me  professional  and      administra2ve  staff      More  than  10,000  hourly  trades  people   Loca2ons    30+  loca2ons  around  the  world     6  
  6. 6. Staples  Center,  Los  Angeles  
  7. 7. Mall  of  America,  Minneapolis  
  8. 8. INTRANET REDESIGN PROJECT
  9. 9. PCL  Connects  Evolu2on   +  over  80  publishers   v2.0   •  SharePoint  2003   •  Custom  Development   11  
  10. 10. 2004   v2.0   •  SharePoint  2003   •  Custom  Development   2011   v3.0   •  SharePoint  2010   •  Custom  Development   •  FAST  Search  
  11. 11. EXECUTIVE ENGAGEMENT 14   “The  mission  of  PCL  Connects  is  to  provide  an  authorita.ve,   comprehensive,  and  collabora.ve  one-­‐stop  des4na4on  for   .mely  and  accurate  informa.on  in  a  way  that  is  easy-­‐to-­‐ find,  secure,  and  customized  so  that  employees  have   access  to  the  informa4on  and  knowledge  they  need  to   help  them  work  more  produc4vely  and  develop  stronger   connec4ons  with  their  peers.”  
  12. 12. CONTENT CLEAN UP AND MIGRATION 15   ↓50%  
  13. 13. Stakeholder  Engagement   Over  1000  employees  across  25  districts   and  14  Corporate  Departments   16  
  14. 14. VS.   METADATA DISPLAYED IN SEARCH RESULTS
  15. 15. FINDABILITY CHALLENGES 19   Search  Sucks!   Is  there  a  way  to   provide  comments   on  content?   There’s  too  much   informa;on   I  can’t  find   anything!   Our  naviga;on   is  confusing   50%   70%   73%   98%  
  16. 16. TOP 5 BUSINESS CHALLENGES LESSONS LEARNED AND BEST PRACTICES
  17. 17. LESSON #1 It  is  hard  to  maintain  a  decentralized  publishing   model  with  a  highly  customized  intranet   •  Too  sophis2cated  -­‐  Heavy  reliance  on  good   publishing/applica2on  of  metadata  to  make  the  site   work   •  AZri2on  in  publisher  pool   21  
  18. 18. SOLUTION •  Central  publishing  service   •  Iden2fy  and  select  stronger  publishers,  and   promote  the  importance  of  the  skillsets  they   offer   •  Leverage  SharePoint  automated  features  for   publishing  to  make  the  publishing  process  easier   (auto  expiry)   22  
  19. 19. LESSON #2 Change  management  and  adop;on  is  a  big  job   •  Had  a  robust  adop2on  and  change  management   plan  for  roll-­‐out   •  Enthusiasm  for  suppor2ng  the  intranet  started  to   fade  a^er  the  launch   •  Lacking  district  advocates  in  senior  leadership   posi2ons   •  True  advocates/evangelists  are  hard  to  find   23  
  20. 20. SOLUTION Ongoing  Internal  Marke;ng  and  Promo;ons   •  Ongoing  promo2on  to  exec  group  and  stakeholders  of   Connects  as  a  viable  and  cri2cal  business  tool   •  Regular  internal  blogs   •  Friday  Digest   •  New-­‐hire  onboarding  (screencasts)     24  
  21. 21. LESSON #3 Develop  a  clear  development  process  for:     •  bug  fixes   •  ongoing  enhancements   25  
  22. 22. SOLUTION Solu;on  Delivery  Framework   •  Long-­‐term  look  ahead  plan  for  development  with     •  Approvals   •  formal  budget,     •  accountability,  and     •  priori2za2on  process   •  Internal  workflow  process  for  with   documenta2on   •  Dedicated  resources  for  maintenance,  basic   enhancements,  and  major  ini2a2ves   26  
  23. 23. LESSON #4 Lack  of  governance   •  It  used  to  be  the  wild  west   27  
  24. 24. SOLUTION •  Create  a  living  a  governance  document   •  Define  key  stakeholders   •  Have  a  single  execu2ve  authority  to  make  final   decisions   •  Solu2on  Delivery  Framework  allows  for  agile   response  to  issues  as  they  arise   28  
  25. 25. LESSON #5 Be  prepared  for  friendly  fire   •  Culture  of  “self-­‐appointed”  informa2on  architects   29  
  26. 26. SOLUTION •  Consulta2on,  solu2ons,  and  educa2on  through     the  implementa2on  of  a  “Connects  Lead”   30  
  27. 27. SUMMARY OF LESSONS LEARNED 1.  Have  a  core  group  of  skilled  publishers  AND  a   centralized  publishing  service   2.  Never  stop  the  change  management/adop2on   process   3.  Have  a  process  and  team  devoted  to  the  ongoing   evolu2on  of  your  intranet  (Solu2on  Delivery   Framework)   4.  Have  an  ac2ve  execu2ve  sponsor  in  addi2on  to  a   governance  document   5.  Assign  an  “Intranet  Lead”  to  be  the  point  of  contact   with  internal  stakeholders   31  
  28. 28. QUESTIONS? 32   Darcy  Belanger   Manager,  Digital  Communica2ons   PCL  Construc2on   dbelanger@pcl.com                  @darcybelanger   Rebecca  Ma   Digital  Communica2ons  Specialist   PCL  Construc2on   rlma@pcl.com                @becksy21    
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