Engage your users with 3 trends in successful intranets
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As presented to the San Antonio SharePoint User Group October 21st, 2015.
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Engage your users with 3 trends in successful intranets
- 1. Tom Resing, Microsoft Senior Content Publisher, SharePoint 4/29/2016 Engage Your Users with 3 Trends in Successful Intranets
- 2. Photo by Kheel Center, Cornell University - Creative Commons Attribution License https://www.flickr.com/photos/38445726@N04 Created with Haiku Deck
- 3. Photo by colemama - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/33901022@N00 Created with Haiku Deck
- 4. Photo by Adventures in Librarianship - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/8049886@N02 Created with Haiku Deck
- 5. Photo by bennylin0724 - Creative Commons Attribution-NonCommercial License https://www.flickr.com/photos/78433558@N00 Created with Haiku Deck
- 6. Photo by kahunapulej - Creative Commons Attribution-NonCommercial-ShareAlike License https://www.flickr.com/photos/94937042@N00 Created with Haiku Deck
- 7. Page 7 Tom Resing Senior Content Publisher, Modern Assistance and Support Experience for Office
- 8. Page 8 Engagement and Measuring Success Trends • Ease of Use • Connections to People and Systems • Portability Resources My Contact Info and Q&A Agenda
- 10. Go to www.govote.at Use the code 14 03 76 How do we measure success?
- 11. Page 11 What is Engagement? http://www.merriam-webster.com/dictionary/engaged
- 12. Page 12 Why does Engagement Matter? Engaged Employees are • More Productive • Stay Longer • Contribute More • Happier!
- 13. Page 13 Increase Strategic Alignment of employees understand the organization’s strategy. of organizations successfully execute the strategy. of organizations have an agreed-upon strategy. 65% 14% 10% * Source: Forbes.com, “Strategy 101: It’s All About Alignment”
- 14. Page 14 How do we measure success? Costs • Hard or Soft • $3 Million saved in outsourced help desk calls • $1 Million saved in license reduction
- 15. Page 15 How do we measure success? Productivity • Decrease problem resolution time • Reduce time to find expertise • Reduce time searching • Faster new hire onboarding
- 16. Ease of Use
- 17. Go to www.govote.at Use the code 14 03 76 How could your intranet be easier?
- 20. Demo – Ease of Use
- 21. Page 21 Apply this trend Focus on Search Remove most common user pain Test Ask Industry Analysts
- 22. Connections to People and Systems
- 23. Go to www.govote.at Use the code 14 03 76 How could your intranet be more connected?
- 29. Page 29 Apply this trend Focus on People Add Social Intranet Tools Integrate Systems Use Analytics Make User Profiles Rich and Interesting
- 30. Portability
- 31. Page 31 Devices of millennials want to work remote and 87% want to work on their own clock (Odesk study) 96%
- 32. • Apple App Store Launches2008 • 30 billion apps downloaded2012 • 1.4 million Apps on Android2014 http://en.wikipedia.org/wiki/Mobile_app
- 35. Page 35 •Responsive Web •Mobile Specific Web •Native Mobile Apps Portable Web
- 38. Page 38 Reference SharePoint 2013 Inside Out by Coventry, Shadravan, Resing + Wheeler Customer Engagement, Wikipedia The Engaged Leader and Groundswell by Charlene Li How Does the Amazon Recommendation Feature Work, stackoverflow.com
- 39. Tom Resing’s Collaboration Blog www.tomresing.com Email Resingnet-website@yahoo.com Twitter @resing Connect with Me
Editor's Notes
- Today’s talk is something different for me. Some of you may know me as a title author of a best selling SharePoint book. In my past, I’ve been a SharePoint Developer and learned a lot about the IT Pro side of SharePoint Administration. Lately, I’ve spent a lot of time researching how intranets get used. I want to share some things I’ve learned about how organizations are successfully engaging users.
- We have an opportunity in front of us. As intranet communications professionals, we can provide a place for our leaders to engage with their internal audience. Engagement online is a different world than engagement in person. It offers more opportunity for connecting – across oceans, across departments, across hierarchy. And the consumer online space offers us experience and insight into where intranets are going.
- Here’s a scary thought. Will employers stop buying us computing equipment? Gartner thinks so. And in the near future. By 2017, half of employers will. We’ve got to prepare for that. And the movement goes beyond devices. With devices come mobile web browsers and apps. Consumer and business technology lines are blurring.
- When we have choice, we take the easy route. Inside businesses, technology is often pushed on employees by corporate policy. Is that engaging? – No way. If we want employees – and leaders - to come together, and engage in worthwile discussion and collaboration, we’ve got to make our intranet technologies EASY.
- And, more and more, consumer technologies are connected, to people and to systems, by default. Is your intranet connected? Are you connected to your co-workers? Because of your intranet or despite it? Intranets today are disconnected platforms and that’s not engaging.
- The 3rd major trend in successful, engaging intranets I’m seeing is portability. Can you access your intranet on your phone and tablets? Smart phones are engaging. I doubt we’d call them SMART if they weren’t. If you’re like me, you’ve probably spent almost as much time using your phone as a PC today. Maybe more, because I was working on your slides. If you want to engage your employees and leaders, take the intranet to where they work and live.
- How do you measure Intranet Success at Your Organization? Adoption Uptime User Satisfaction Support Costs Engagement Other Costs For example, a pharmaceutical firm I'm familiar with saved $3 Million dollars in outsourced help desk calls through and IT Service portal Cost of training, support, development, infrastructure and licensing of intranet platforms Decrease in Email Increase Employee Productivity Successful self service portals will decrease problem resolution time Reduce time to find expertise Reduce time wasted searching for common information (holiday schedule, cafeteria menu, key company performance metrics) Faster new hire onboarding Adoption Time on site Pages per visit Home Page bounce rate Active Users Participating Users Increased employee engagement More connected employees Decrease in Turnover Impact How many people viewed the CEO's message? Liked it? Shared it? Commented on it? Who are the greatest influencers? Who isn't getting the message? Is there negative sentiment around a message?
- Have you ever found yourself working harder for an employer that cared what you thought and how to make you more effective at your job? Some of this seems like common sense. Make people happy and they’ll do more for you. This is kind of soft, I’ve got some stats for you on a related topic.
- One of the most common difficulties companies face in strategic planning is turning their vision into a reality. To transform your organization into the one you envision takes more than great strategy and implementation, it takes frequent communications, and reinforcing messages, of the strategy and its impact on specific roles/departments, Aligning everyone in your organization with your strategy is one of the most important things you can do beyond formulating and implementing great strategies. Alignment will make it much easier for your management team to push the organization in the direction you intend. Without good alignment with the strategy, every bit of forward motion will be a struggle. Furthermore, while 65% of organizations have a defined and agreed-upon strategy, only 14 % of employees understand the organization’s strategy. The results are devastating; with less than 10% of organizations able to successfully execute on the defined strategy. SOURCE: http://www.forbes.com/sites/larrymyler/2012/10/16/strategy-101-its-all-about-alignment/
- Costs For example, a pharmaceutical firm I'm familiar with saved $3 Million dollars in outsourced help desk calls through and IT Service portal Cost of training, support, development, infrastructure and licensing of intranet platforms Decrease in Email
- Increase Employee Productivity Successful self service portals will decrease problem resolution time Reduce time to find expertise Reduce time wasted searching for common information (holiday schedule, cafeteria menu, key company performance metrics) Faster new hire onboarding
- Let’s drill a little deeper on the three trends, starting with Ease of Use.
- Could your intranet be easier to use?
- OneNote – Search in images New Blog Posts New Document Libraries? New Profile Page?
- How do you measure Intranet Success at Your Organization? Adoption Uptime User Satisfaction Support Costs Engagement Other Costs For example, a pharmaceutical firm I'm familiar with saved $3 Million dollars in outsourced help desk calls through and IT Service portal Cost of training, support, development, infrastructure and licensing of intranet platforms Decrease in Email Increase Employee Productivity Successful self service portals will decrease problem resolution time Reduce time to find expertise Reduce time wasted searching for common information (holiday schedule, cafeteria menu, key company performance metrics) Faster new hire onboarding Adoption Time on site Pages per visit Home Page bounce rate Active Users Participating Users Increased employee engagement More connected employees Decrease in Turnover Impact How many people viewed the CEO's message? Liked it? Shared it? Commented on it? Who are the greatest influencers? Who isn't getting the message? Is there negative sentiment around a message?
- Here’s an example from Facebook that’s both connected and easy. Is everyone familiar with @ mentions? The picture and limit of selection make this easy. Can you picture this in use in your intranet?
- Did you know that twitter started off mostly as a text message service? Shaquille O’Neal gained massive followers on twitter using a blackberry and text messages only. This is an example of how connections can build a network and create a worthwhile conversation. Not only was it easy enough for a celebrity to understand and use, it was connected to his favorite content creation platform.
- Here’s another great example of how
- Rich user profiles add huge value to communications. From this page, I can easily identify and reconnect with a colleague who I’ve only spent a few weeks with in the last 7 years. How often do people in your organization look for more information about their co-workers? Is it easy to do? Are connections easy to keep track of?
- My User Profile Delve
- Currently over 13.4 million people work from home in America alone. 64% travel while working. Most employers know by now that every employee – regardless of where they live, work, or sit from day-to-day – needs equal access to resources, opportunities, and support services. That’s the reality of a managing a flexible and global workforce.
- We’ve had 7 years of Apps. The numbers are astronomical. No one could have predicted the power of that 2008 launch or the success of copy cats. Microsoft is trying to catch up. Word was one of the top apps on Apple’s store last year.
- Here are 3 screen captures from Wikipedia, Amazon and Google on iPhone. Can you guess which of the three has a responsive web site?
- Wikipedia is the only one.
- https://brewspace.jiveland.com/news responsive Jive App iPad