PRESENTED BY ANDREW WRIGHT & STEPHAN SCHILLERWEIN 3 rd March 2010 Worldwide Intranet Challenge

Agenda Who are we? What is the Worldwide Intranet Challenge (WIC)? What does the WIC measure? What qualities do effective intranets have? Case studies How do you get involved?

Who are we?

What is the Worldwide Intranet Challenge (WIC)?

What does the WIC measure?

What qualities do effective intranets have?

Case studies

How do you get involved?

Who are we? Andrew Wright Managing Director of CIBA Solutions Specialising in intranet projects since 2000 Worked with MOSS 2007, IBM Websphere, SAP Portal, Lotus Notes Completed intranet projects for over 20 organisations Regular intranet blogger: http://cibasolutions.typepad.com Initiated the Worldwide Intranet Challenge (WIC) Masters in Information Systems Engineering Average chess player! LinkedIn Profile: http://au.linkedin.com/in/andrewjwright01 Twitter @roojwright Stephan Schillerwein Head of Research at Infocentric Research Specialising in information management, online communications and intranets, since 1997 Former Intranet Manager at media and telecommunication corporations; Regional Director at the Intranet Benchmarking Forum; Intranet Consultant, ... Irregular intranet blogger: http://intranet-matters.de/ WIC-Partner for the German speaking countries (and – for the moment – also beyond) Probably the only person in Switzerland living in the mountains and not skiing! LinkedIn Profile: http://www.linkedin.com/in/stephanschillerwein Twitter @IntranetMatters

Andrew Wright

Managing Director of CIBA Solutions

Specialising in intranet projects since 2000

Worked with MOSS 2007, IBM Websphere, SAP Portal, Lotus Notes

Completed intranet projects for over 20 organisations

Regular intranet blogger: http://cibasolutions.typepad.com

Initiated the Worldwide Intranet Challenge (WIC)

Masters in Information Systems Engineering

Average chess player!

LinkedIn Profile: http://au.linkedin.com/in/andrewjwright01

Twitter

@roojwright

Stephan Schillerwein

Head of Research at Infocentric Research

Specialising in information management, online communications and intranets, since 1997

Former Intranet Manager at media and telecommunication corporations; Regional Director at the Intranet Benchmarking Forum; Intranet Consultant, ...

Irregular intranet blogger: http://intranet-matters.de/

WIC-Partner for the German speaking countries (and – for the moment – also beyond)

Probably the only person in Switzerland living in the mountains and not skiing!

LinkedIn Profile: http://www.linkedin.com/in/stephanschillerwein

Twitter

@IntranetMatters

What is the Worldwide Intranet Challenge? A web based intranet survey completed by intranet end users 1) Companies register 2) Receive a link 3) Staff complete survey Participating organisations receive two reports: one showing all feedback from their own staff about their intranet, a benchmark report comparing this feedback with other organisations Organisations use this information to improve their intranet Leading intranet organisations provide case studies "It was very useful and I would recommend it to any intranet manager." - Margherita Buoso, European Space Agency

A web based intranet survey completed by intranet end users

1) Companies register 2) Receive a link 3) Staff complete survey

Participating organisations receive two reports:

one showing all feedback from their own staff about their intranet,

a benchmark report comparing this feedback with other organisations

Organisations use this information to improve their intranet

Leading intranet organisations provide case studies

Organisations participate to… Benchmark before-and-after an intranet re-design Obtain support & evidence for an intranet business case Obtain feedback about a new intranet redesign Help prioritise intranet improvement initiatives Help motivate the intranet team Compare their intranet with other organisations Gain an understanding of best practice

Benchmark before-and-after an intranet re-design

Obtain support & evidence for an intranet business case

Obtain feedback about a new intranet redesign

Help prioritise intranet improvement initiatives

Help motivate the intranet team

Compare their intranet with other organisations

Gain an understanding of best practice

Participation – from 1 st April, 2009 Over 11,000 intranet user responses (800 hours) Available in 7 languages – others being added 32 organisations and growing quickly Organisations from 12 different countries Partner network available to help worldwide "extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe, Lloyds Register

Over 11,000 intranet user responses (800 hours)

Available in 7 languages – others being added

32 organisations and growing quickly

Organisations from 12 different countries

Partner network available to help worldwide

Who has participated so far? Adecco (Australia) ArcelorMittal Arup Australian Unity Ball Corporation BL Group (Russia) CVS Caremark Delaware North (Australia) Delta Dental of Michigan, Ohio & Indiana Eaton Corporation Ernst & Young European Space Agency EVVA-Werk GmbH & Co. KG Ferring Pharmaceuticals Lloyds Register Lonely Planet Publications March of Dimes National Fire Protection Association Pershing LLC Philadelphia Fed Ros Business Consulting (Russia) St. Luke's Episcopal Health System Standard Life (Canada) Standard Life (UK) Statistics Estonia The Unlimited World Tube Lines WOLF THEISS Wyeth Wyeth (MENA)

Adecco (Australia)

ArcelorMittal

Arup

Australian Unity

Ball Corporation

BL Group (Russia)

CVS Caremark

Delaware North (Australia)

Delta Dental of Michigan, Ohio & Indiana

Eaton Corporation

Ernst & Young

European Space Agency

EVVA-Werk GmbH & Co. KG

Ferring Pharmaceuticals

Lloyds Register

Lonely Planet Publications

March of Dimes

National Fire Protection Association

Pershing LLC

Philadelphia Fed

Ros Business Consulting (Russia)

St. Luke's Episcopal Health System

Standard Life (Canada)

Standard Life (UK)

Statistics Estonia

The Unlimited World

Tube Lines

WOLF THEISS

Wyeth

Wyeth (MENA)

Participant Demographics

What does the WIC measure? Business Processes Work instructions, procedures, processes, workflow Knowledge Management Document management, content management, search, information architecture, tagging of content Collaboration Staff directories, discussion forums, team rooms, document management, content management New ideas & Improvements Discussion forums, online suggestions Data & Applications Application directory, Intranet lists, front end access to corporate data (eg. SAP, Oracle) Employee Engagement News, wikis, blogs, communications Change Management Alerts, news items, page updates, training Environment Process automation, Telecommuting, Webinars, less printing

How well do you know your end users? Come on down..... I can find the information I need on the intranet Information on the intranet is easy to read I can personalise the intranet Find instructions for completing work tasks News about our organisation/industry The intranet is always available Content on the intranet is up-to-date

Come on down.....

I can find the information I need on the intranet

Information on the intranet is easy to read

I can personalise the intranet

Find instructions for completing work tasks

News about our organisation/industry

The intranet is always available

Content on the intranet is up-to-date

Qualities that end users value (1 of 6)

Qualities that end users value (2 of 6)

Qualities that end users value (3 of 6)

Qualities that end users value (4 of 6)

Qualities that end users value (5 of 6)

Qualities that end users value (6 of 6)

And the winner is... Find instructions for completing work tasks (0.472) News about our organisation/industry (0.468) Information on the intranet is easy to read (0.421) The intranet is always available (0.337) I can find the information I need on the intranet (0.160) Content on the intranet is up-to-date (0.143) I can personalise the intranet (-0.031)

Find instructions for completing work tasks (0.472)

News about our organisation/industry (0.468)

Information on the intranet is easy to read (0.421)

The intranet is always available (0.337)

I can find the information I need on the intranet (0.160)

Content on the intranet is up-to-date (0.143)

I can personalise the intranet (-0.031)

What does it all mean? A valuable intranet is one that helps staff ‘do’ things Courtesy of Step Two design/James Robertson

A valuable intranet is one that helps staff ‘do’ things

Gerry McGovern on intranets “ It can help staff carry out tasks faster. It has that potential, but it is a potential that is not being realized in most intranets because of a lack of focus on the tasks and the staff who need to carry out the tasks” http://www.gerrymcgovern.com/nt/2010/nt-2010-02-22-People-problem.htm Gerry is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide authority on increasing web satisfaction by managing customer tasks

“ It can help staff carry out tasks faster. It has that potential, but it is a potential that is not being realized in most intranets because of a lack of focus on the tasks and the staff who need to carry out the tasks”

http://www.gerrymcgovern.com/nt/2010/nt-2010-02-22-People-problem.htm

Gerry is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide authority on increasing web satisfaction by managing customer tasks

How can I make my intranet more valuable? Build an intranet that helps staff complete tasks Use online forms to automate tasks Provide up-to-date and current news Write for the web – keep it simple Provide mobile and off-site access Ensure that the intranet is always available Make it easy for people to find information

Build an intranet that helps staff complete tasks

Use online forms to automate tasks

Provide up-to-date and current news

Write for the web – keep it simple

Provide mobile and off-site access

Ensure that the intranet is always available

Make it easy for people to find information

Case Studies BL Group (Russia) – completing business tasks, search & information for new starters AGL – completing business tasks EVVA-Werk GmbH & Co – home page Wyeth/Pfizer MENA – stakeholder engagement & training Arup – discussion forums Ros Business Consulting – templates, up-to-date content

BL Group (Russia) – completing business tasks, search & information for new starters

AGL – completing business tasks

EVVA-Werk GmbH & Co – home page

Wyeth/Pfizer MENA – stakeholder engagement & training

Arup – discussion forums

Ros Business Consulting – templates, up-to-date content

Case Study – BL Group (Russia) Ranked number 1 in the following questions: The intranet search helps me find the information I need Complete common work tasks such as applying for leave or booking travel Publish content Online or printable (eg. Word) forms Templates A repository of re-usable documents Reports or dashboards Information for new starters Ranked number 3: Instructions for completing work tasks

Ranked number 1 in the following questions:

The intranet search helps me find the information I need

Complete common work tasks such as applying for leave or booking travel

Publish content

Online or printable (eg. Word) forms

Templates

A repository of re-usable documents

Reports or dashboards

Information for new starters

Ranked number 3:

Instructions for completing work tasks

Tips from the BL Group Instructions for completing work tasks Perform analysis of routine tasks that the staff most often completes in intranet. Use online forms where possible Search: Identify what tasks the intranet must support Make this information easy to find Information for new starters Create a specific section for new starters Work with all departments to identify all required information Do not try to create a false impression of the company

Instructions for completing work tasks

Perform analysis of routine tasks that the staff most often completes in intranet.

Use online forms where possible

Search:

Identify what tasks the intranet must support

Make this information easy to find

Information for new starters

Create a specific section for new starters

Work with all departments to identify all required information

Do not try to create a false impression of the company

Case Study - EVVA-Werk GmbH & Co Ranked number 1 in the questions: I like the intranet homepage Information on the intranet is easy to read The intranet has a consistent page layout Content is labelled with an owner I can find the information I need on the intranet I know where I am in the intranet hierarchy Content on the intranet is accurate Content on the intranet is up-to-date

Ranked number 1 in the questions:

I like the intranet homepage

Information on the intranet is easy to read

The intranet has a consistent page layout

Content is labelled with an owner

I can find the information I need on the intranet

I know where I am in the intranet hierarchy

Content on the intranet is accurate

Content on the intranet is up-to-date

Home page tips - EVVA-Werk GmbH & Co The intranet is the only channel on which current information for a wider audience is available Typically 2-3 news items per week. People don’t feel flooded nor does the homepage look stale. Good mix of information spanning: News, Information about new employees, Employees leaving the company, Small advertisements and Useful “Quick Links” to the most important content and applications

The intranet is the only channel on which current information for a wider audience is available

Typically 2-3 news items per week. People don’t feel flooded nor does the homepage look stale.

Good mix of information spanning:

News,

Information about new employees,

Employees leaving the company,

Small advertisements and

Useful “Quick Links” to the most important content and applications

Tips from EVVA-Werk GmbH & Co On consistency – provide a standard page template for authors Labelling content – ensure all pages have a named owner, preferably a person rather than a team Finding information: Keep the amount of content manageable Invest in usability testing Ask employees for feedback Content accuracy and currency: Review and update content regularly Use workflows for certain types of content

On consistency – provide a standard page template for authors

Labelling content – ensure all pages have a named owner, preferably a person rather than a team

Finding information:

Keep the amount of content manageable

Invest in usability testing

Ask employees for feedback

Content accuracy and currency:

Review and update content regularly

Use workflows for certain types of content

Case Study - Wyeth/Pfizer MENA Ranked number 1 overall Ranked number 1 in the questions I like the look and feel of the intranet Provide feedback or comments about intranet content Training (eg. manuals, online training) Access to business applications I have received training on using the intranet Ease of finding information

Ranked number 1 overall

Ranked number 1 in the questions

I like the look and feel of the intranet

Provide feedback or comments about intranet content

Training (eg. manuals, online training)

Access to business applications

I have received training on using the intranet

Ease of finding information

Tips from Wyeth/Pfizer MENA Gain management support Coordinated marketing plan Maximize the value of the homepage ‘ Have your say’ - feedback Produce Regular Content MENA Discussion Board E-mail links to intranet Run surveys Promote via the business Monitor usage statistics Review intranet content Rewrite key content Mentor intranet authors Build relationships with other teams Support strategic projects Build team skills and knowledge

Gain management support

Coordinated marketing plan

Maximize the value of the homepage

‘ Have your say’ - feedback

Produce Regular Content

MENA Discussion Board

E-mail links to intranet

Run surveys

Promote via the business

Monitor usage statistics

Review intranet content

Rewrite key content

Mentor intranet authors

Build relationships with other teams

Support strategic projects

Build team skills and knowledge

The importance of ‘buy-in’

Case Study - Arup Number 1 ranked for: Discuss work topics (eg. using discussion forums or blogs)

Number 1 ranked for:

Discuss work topics (eg. using discussion forums or blogs)

Tips from Arup Create a culture of information sharing Start as soon as you can Enable users to receive discussion messages via email Make it easy to subscribe to the forum Provide subscription options Allow users to post their messages to multiple forums Search function for discussion content

Create a culture of information sharing

Start as soon as you can

Enable users to receive discussion messages via email

Make it easy to subscribe to the forum

Provide subscription options

Allow users to post their messages to multiple forums

Search function for discussion content

How discussion posts are emailed

Case Study – Ros Business Consulting Ranked 1 for: Pages on the intranet load quickly Ranked 2 for: A repository of re-usable documents Information for new starters Content on the intranet is up-to-date Ranked 3 for: I can find the information I need on the intranet The intranet menus help me find the information I need I know where I am in the intranet hierarchy Templates

Ranked 1 for:

Pages on the intranet load quickly

Ranked 2 for:

A repository of re-usable documents

Information for new starters

Content on the intranet is up-to-date

Ranked 3 for:

I can find the information I need on the intranet

The intranet menus help me find the information I need

I know where I am in the intranet hierarchy

Templates

Tips from Ros Business Consulting Templates : Know what templates are needed for work processes run well Provide quick access to these templates – ie. the homepage Provide procedures and instructions for every template Identify who owns each template (for maintenance ) Let people know when you update the templates Obtain continuous feedback from the end users Up-to-date content: Develop a publishing schedule Intranet must be live, not only be a repository of documents and source of official information Regular content updating increases the level of attention and trust to the information by end users

Templates :

Know what templates are needed for work processes run well

Provide quick access to these templates – ie. the homepage

Provide procedures and instructions for every template

Identify who owns each template (for maintenance )

Let people know when you update the templates

Obtain continuous feedback from the end users

Up-to-date content:

Develop a publishing schedule

Intranet must be live, not only be a repository of documents and source of official information

Regular content updating increases the level of attention and trust to the information by end users

Case Studies AGL Case Study: Build a Task Based Intranet http://cibasolutions.typepad.com/wic/2009/09/building-a-task-based-intranet-using-sharepoint-agl-case-study.html Link to WIC Members site: Other case studies http://cibasolutions.sharepointsite.net/wicmembers/default.aspx

AGL Case Study: Build a Task Based Intranet http://cibasolutions.typepad.com/wic/2009/09/building-a-task-based-intranet-using-sharepoint-agl-case-study.html

Link to WIC Members site: Other case studies http://cibasolutions.sharepointsite.net/wicmembers/default.aspx

How does the WIC work again? Register for the WIC Employees complete the survey Monitor feedback in real time over the internet Receive the survey benchmark report (best intranets listed on Solutions web site) Build an action plan, implement and then re-measure

Register for the WIC

Employees complete the survey

Monitor feedback in real time over the internet

Receive the survey benchmark report (best intranets listed on Solutions web site)

Build an action plan, implement and then re-measure

Recap Spoke about the WIC, what it is, what it measures Identified the qualities of a valuable intranet An intranet needs to help staff complete tasks Showed some case studies of successful intranets Described how you can benchmark your intranet

Spoke about the WIC, what it is, what it measures

Identified the qualities of a valuable intranet

An intranet needs to help staff complete tasks

Showed some case studies of successful intranets

Described how you can benchmark your intranet

Thank you To participate in the WIC: http :// www.cibasolutions.com.au/Registration.htm "extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe (Business Consultant), Lloyds Register "It was very useful and I would recommend it to any intranet manager." - Margherita Buoso (Online Communication Officer), European Space Agency "I think the questionnaire is really useful for many organizations." - Christian Burger (Intranet Manager), WOLF THEISS "This survey is a good idea and will allow us to benchmark ourselves against other companies. We have already started to use the survey feedback to make improvements." - Barbara Peters (Information Management Consultant), Wyeth "Perfect timing for us... we will be reusing this again after we have launched phase two of our intranet roll-out project" - Matt Shepherd (Communications and Marketing), Adecco Group Australia