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WIC Intranet Success Factors

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Presentation delivered at an Intranet event in Zurich, September 2012. Explains 3 business drivers of an intranet and the 5 top tips to deliver a successful intranet.

Presentation delivered at an Intranet event in Zurich, September 2012. Explains 3 business drivers of an intranet and the 5 top tips to deliver a successful intranet.

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  • Interviewed over 20 intranet managers
  • Transcript

    • 1.  
    • 2.  I run the two biggest intranet groups on LinkedIn: o Worldwide Intranet Challenge (11,500) o Intranet Professionals (4,500) Run the Worldwide Intranet Challenge and write the WIC blog Have been an intranet consultant the last 10 years – SharePoint for the last 5 Passionate about intranets because I think there is plenty of potential for improvement
    • 3. It’s a web that asks intranet about theirbased end users what Intranet.survey... they think...“...enabling leading practices & experts to be identified”
    • 4. Collaboration Content Overall Value PerformanceFinding info.Look and feel Maintenance
    • 5. New design Tips & tricks It’s about designing more USEFUL intranetsBefore & after Business case Motivation Manage priorities
    • 6. 30,000+ intranet end users 108 organisations 19 countries From Switzerland • Eidg. Finanzdepartement • Ferring Pharmaceuticals • Sulzer • Swisscom
    • 7. 1. Intranet must support an organisation’s objectives2. Provide interactive capabilities3. Focus on user adoption and leading change4. Provide an intranet that helps staff ‘do’ things5. Relentless focus on content quality and findability
    • 8.  Discussion forums  Lists – staff, Team/project spaces products, customers, Other collaboration areas etc. Status updates/ questions  Tasks, grouped by Ideas register role Online training  Online forms Change notifications –  Templates email alerts, 1.Innovation 2.Operation  Re-usable RSS feeds documents  Reference material  Applications/ external web sites  Archives 3.Employee  Tools to be productive engagement  News stories  Blogs, admired leaders  Measures/KPIs – goals expectations, winning organisation  Recognition, meaningful work  Flexible work life – able to work off-site
    • 9. Thanks to Teal Shapcotthttp://www.tealeshapcott.com
    • 10.  Involve end users in identifying and implementing intranet requirements Continually work on obtaining executive buy-in Avoid implementing fluffy stuff that won’t get used Give staff the ability personalise their home page Provide quality content. Limit # of authors. Distinguish between ‘informal’ collaboration type work spaces and the intranet Be vigilant in keeping content up-to-date. Manage important content changes through the use of alerts that staff must acknowledge Provide access to all your business applications through your intranet Talk to your end users regularly to find out what they do and what applications will help them work more effectively
    • 11.  McKinsey study, in which the projects of over 40 companies were investigated The effect of an Organizational Change Management (OCM) program on a project’s ROI. The study showed the ROI was o 143 percent when an excellent OCM program was part of the initiative; o 35 percent when there was a poor OCM program or no program.http://gbr.pepperdine.edu/2010/08/the-business-impact-of-change-management/
    • 12.  The 11 most unsuccessful companies in the McKinsey study had poor change management, which showed up as the following: o Lack of commitment and follow through by senior executives; o Defective project management skills among middle managers; o Lack of training of and confusion among frontline employees. The 11 most successful companies in the study had excellent OCM programs: o Senior and middle managers and frontline employees were all involved; o Everyone’s responsibilities were clear; o Reasons for the project were understood and accepted throughout the organization.
    • 13. 8 step transformation process – John Kotter http://www.kotterinternational.com/kotterprinci ples/ChangeSteps/ Useradoption strategies – Michael Sampson http://www.michaelsampson.net/useradoption. html
    • 14. Step 1: Establishing a Sense of UrgencyStep 2: Creating the Guiding CoalitionStep 3: Developing a Change VisionStep 4: Communicating the Vision for Buy-inStep 5: Empowering Broad-based ActionStep 6: Generating Short-term WinsStep 7: Never Letting UpStep 8: Incorporating Changes into the Culture
    • 15.  Stage 1: Winning Attention Stage 2: Cultivating Basic Concepts Stage 3: Enlivening Applicability Stage 4: Making it Real
    • 16.  Person needs to have a  Identify tangible benefits track record of success  Provide support for Pitch to one senior person – executives to provide not a group content (eg. commenting, a Identify what can be blog) achieved in the short and  Show trust in your long term employees Provide examples or case  Align intranet to vision – studies – exemplar stories show how your intranet Identify the return on supports your organisation’s investment – cost savings, KPIs profits, increased customer satisfaction Tracy Hutton: Getting the C-Suite On Your Side (video 28:49), Slideshare
    • 17. Identify key tasks Develop online forms One location• Talk to the business users • Candidates for online forms • Provide a single location for• Make an effort to include the most common all forms, procedures or taskunderstand what they do tasks descriptions (at least)• Prioritise tasks by • Forms that are easy to • Provide other ways tofrequency and importance implement navigate if possible• Categorise tasks by who • Can use simple lists • Ensure procedures aredoes them actually documented and up- to-date – assign owners
    • 18. How important are the following in contributing to a valuable intranet? Ease of finding information 1.61 Quantity & quality of content provided 1.45 Performance & availability 1.42 Help completing work tasks 1.03Intranet change management & maintenance 0.94 Look and feel 0.88 Staff able to contribute & interact 0.84 0.00 0.20 0.40 0.60 0.80 1.00 1.20 1.40 1.60 1.80
    • 19. Reduce content amount Easy access to key info Web analytics• Conduct regular content • Provide access to popular • Monitor popular searchaudits content from the home page terms• Remove obsolete content • Conduct usability studies to • Identify popular pages• Be ruthless when it comes identify best taxonomy • Ensure importantto maintaining content • Provide multiple navigation information is quickly visible• Separate the ‘official’ paths to informationintranet from collaborationsites
    • 20.  Explained the WIC Went through 5 top tips: 1. Intranet must support an organisation’s objectives 2. Provide an interactive experience 3. Focus on user adoption and leading change 4. Provide an intranet that helps staff ‘do’ things 5. Look after content quality and ensure it’s easy to find things To participate in the WIC: worldwideintranetchallenge.com