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.

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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  • 1. PCL LESSONS LEARNED www.pcl.com   @PCLConstruc2on  
  • 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. AGENDA •  Overview  of  PCL  Construc;on   •  PCL  Connects  Rebuild  Project   •  Challenges   •  Solu;ons   •  Ques;ons  
  • 4. OVERVIEW OF PCL CONSTRUCTION
  • 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. Staples  Center,  Los  Angeles  
  • 7. Mall  of  America,  Minneapolis  
  • 8. INTRANET REDESIGN PROJECT
  • 9. PCL  Connects  Evolu2on   +  over  80  publishers   v2.0   •  SharePoint  2003   •  Custom  Development   11  
  • 10. 2004   v2.0   •  SharePoint  2003   •  Custom  Development   2011   v3.0   •  SharePoint  2010   •  Custom  Development   •  FAST  Search  
  • 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. CONTENT CLEAN UP AND MIGRATION 15   ↓50%  
  • 13. Stakeholder  Engagement   Over  1000  employees  across  25  districts   and  14  Corporate  Departments   16  
  • 14. VS.   METADATA DISPLAYED IN SEARCH RESULTS
  • 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. TOP 5 BUSINESS CHALLENGES LESSONS LEARNED AND BEST PRACTICES
  • 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. 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. 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. 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. LESSON #3 Develop  a  clear  development  process  for:     •  bug  fixes   •  ongoing  enhancements   25  
  • 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. LESSON #4 Lack  of  governance   •  It  used  to  be  the  wild  west   27  
  • 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. LESSON #5 Be  prepared  for  friendly  fire   •  Culture  of  “self-­‐appointed”  informa2on  architects   29  
  • 26. SOLUTION •  Consulta2on,  solu2ons,  and  educa2on  through     the  implementa2on  of  a  “Connects  Lead”   30  
  • 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. QUESTIONS? 32   Darcy  Belanger   Manager,  Digital  Communica2ons   PCL  Construc2on   dbelanger@pcl.com                  @darcybelanger   Rebecca  Ma   Digital  Communica2ons  Specialist   PCL  Construc2on   rlma@pcl.com                @becksy21