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10 Worst practices for intranets

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A look at common pitfalls in intranet design and operation, for both traditional and social-media driven approaches. Getting it right is rarely just about installing the right tool, and this talk will …

A look at common pitfalls in intranet design and operation, for both traditional and social-media driven approaches. Getting it right is rarely just about installing the right tool, and this talk will address issues such as moderating employee discussion boards, the role of corporate communications, runaway SharePoint sites and Generation Y

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  • 1. 10 Worst practices for Intranets Sam Marshall sam@clearboxconsulting.co.uk Twitter: @sammarshall www.clearboxconsulting.co.uk
  • 2. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Sam Marshall —  Director of ClearBox Consulting —  Former Global Intranet Manager at Unilever —  Associate benchmarking lead for Intranet Benchmarking Forum Strategy, governance & implementation: • Intranets • SharePoint • Collaboration • Digital Workplace ClearBox Consulting
  • 3. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Interlude #1: a quick survey
  • 4. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Its good to learn from your mistakes… …but it’s a lot cheaper to learn from someone else’s
  • 5. www.clearboxconsulting.co.uk 10 Worst Practices
  • 6. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 1. Make it all about the head office —  Focus on big deals, high-level strategy —  Give everyone the same homepage —  Confuse head office location with role —  Use the ‘Corporate’ tone of voice
  • 7. www.clearboxconsulting.co.uk Targeted Communication Global navigation Function news Regional news Country news Workplace news Quick services links Global content & news
  • 8. Authentic tone
  • 9. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 2. Make it all talk —  Rely on people wanting to read news every day —  Make them go some other place for: —  Expenses —  Travel —  Room booking etc. —  Don’t let work get in the way: —  Finding people skills —  Workflow —  Collaboration #iconf | @sammarshall
  • 10. www.clearboxconsulting.co.uk © ClearBox Consulting 2012
  • 11. www.clearboxconsulting.co.uk © ClearBox Consulting 2012
  • 12. www.clearboxconsulting.co.uk © ClearBox Consulting 2012
  • 13. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 @ellenvanaken | http://mydigitalworkplace.wordpress.com/ Product Recall example
  • 14. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 3.
  • 15. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 3. Make it unreliable — Unstable — Slow —  0.1s / 1.0s / 10s still applies — Unreliable content —  No creation expiry dates —  No owner —  Which policy version?
  • 16. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 4. Hide all the good stuff —  Structure content by who provides it —  Put a big “search all” box on the main page —  But only index a few sites —  Keep the best bits on your C: drive —  Email the whole company if a document ever changes
  • 17. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Why finding stuff is hard… —  Poorly structured sites & page layout —  Poor search engine —  Doesn’t search everything —  Results badly presented —  Search is much harder than on the Web —  Fewer providers – more gaps —  People don’t think about Search Engine Optimization —  Content in documents, not web pages
  • 18. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 4b. Assume someone knows best —  Only ask sponsors —  Political design —  Not like the rest of us —  Never ask employees —  Feedback@trash.ourco.com —  Meaningless star ratings —  Always ask employees —  Poor at predicting future behaviour
  • 19. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Understanding needs 1.  Sponsors —  Top-down priorities 2.  Employees —  Bottom-up priorities - frustrations —  Aesthetics 3.  Hard data —  Usability testing —  Analytics —  Pilots
  • 20. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Interlude #2: a quick quiz
  • 21. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 How social are you? —  1 point for each account you have on Facebook / LinkedIn / Google+ / Pinterest —  -1 point if you went “what’s Pinterest?” just then —  2 points if you own your own blog on the web —  2 points if you blog inside your organization —  1 point if you commented on someone else’s blog or video post in the last 3 months —  2 points if you’ve ever put a video on You Tube —  1 point if you have ever used a wiki —  1 bonus point if you can name a wiki that isn’t Wikipedia or WikiLeaks —  1 point if you’ve done a tweet this week —  1 bonus point if you used a #hashtag —  1 bonus point if you’ve tweeted since the start of this presentation —  2 points if you’ve used a location app to check in at this event —  Add up your points!
  • 22. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 5. Promote Silence —  Only let Comms professionals write content —  Other people might say something wrong —  If you ask for feedback, make it general —  …and only every 2 years —  Don’t let employees talk about their concerns —  it only causes trouble
  • 23. www.clearboxconsulting.co.uk © ClearBox Consulting 2012
  • 24. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 AEP
  • 25. www.clearboxconsulting.co.uk © ClearBox Consulting 2012
  • 26. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 6. Include Runaway experiments —  Let the intranet find its own purpose —  Keep everything in ‘pilot’ mode —  Be sure to include the latest buzz technologies —  Yammer, gamification, app stores etc.
  • 27. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 A good intranet strategy… —  Sets out how the intranet supports the organisation’s strategy —  Is responsive to changes in business need —  Has clear, time-bound milestones —  Drives the technology choices, not the other way round
  • 28. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 The Benefits Map Capability Benefit Outcome Strategic Goals Feature Customer satisfaction Corp-Wide Comms Single identity “One” Organisation All employees see same msg. 2-way comms channel Employee engagement Less churn Time savings Response times faster Fewer outagesBetter stock control Discussion Forums Single CMS ERP Dashboard Quicker access to data Single place to collaborate Flexible project resourcing Best people on a task Project Spaces
  • 29. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 7. Create information overload —  Why have one intranet when you can have 1000’s? —  If there is an announcement —  Print it in your magazine —  Scan it as a pdf to put on your intranet —  Tell people you’ve done this by email —  Ask all managers to cascade a reminder to their teams
  • 30. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 8. Exclude half your workforce —  Don’t worry about factory people —  They’re probably not interested —  Ensure all online processes can still be done on paper —  Don’t worry about mobile workers —  They can always log- in on a Friday night
  • 31. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Image: NASA/JPL-Caltech & Nielsen-Norman Group Mobile Intranet
  • 32. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 40% of students would accept a lower paying job if they could choose their work device --Cisco survey 2011
  • 33. www.clearboxconsulting.co.uk © ClearBox Consulting 2012
  • 34. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Create generation divides —  Google generation —  Grumble generation Why can’t the intranet be more like Facebook? If my company won’t provide the tools I need I’ll just use the web Why can’t I just message them? The intranet’s for business, not talking about X Factor There’s too many different tools to learn, I haven’t got time Why don’t people just pick up the phone and talk when they need something?
  • 35. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 intranet team IT 9. Don’t plan the adoption part
  • 36. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Adoption Health Value Health
  • 37. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 What would get you to cross?
  • 38. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 Diffusion of innovation curve http://blog.yammer.com/blog/2012/01/how-much-adoption.html
  • 39. www.clearboxconsulting.co.uk and finally….
  • 40. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 10. Go for gizmo interfaces —  Use bright colours to make important things stand out —  And bold —  AND CAPS —  AND FLASH animations —  add ticker tapes —  tagclouds
  • 41. www.clearboxconsulting.co.uk © ClearBox Consulting 2012 If people miss things —  Put it in the magazine… —  Send an email…. —  Tell managers to cascade….
  • 42. www.clearboxconsulting.co.uk Thank You Questions?
  • 43. Sam Marshall Director sam@clearboxconsulting.co.uk +44 1244 458746 @sammarshall on twitter www.clearboxconsulting.co.uk ClearBox Consulting Talk to us about strategy, governance and implementation: • Intranets • SharePoint • Collaboration • Digital Workplace

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