It's time to take the 'in' out of intranet webinar dcg 130221

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It's time to take the 'in' out of intranet webinar dcg 130221

  1. 1. Taking the ‘in’ out ofthe intranet#just_clarityFebruary 21, 2013Cathy McKnight @cathymcknightTim Walters @tim_walters
  2. 2. Flow§  The demand for customer-centricity§  What knowledge workers need§  Does the social intranet deliver? (Or: Down with people!)§  Creating an effective digital workplace 2  
  3. 3. Digital ubiquity transforms customerrelations 3  
  4. 4. Failure to please can be fatal 76% WILL NOT SHOP ON THAT SITE 26% WILL NOT SHOP WITH THAT FIRMSource:  Brian  Walker,  “Welcome  to  the  Era  of  Agile  Commerce,  Forrester,  March  2011   4  
  5. 5. From inside out to outside in§  What do we want to say?§  How do we get people to come to our sites?§  What do we want them to do there?§  How do we keep them from leaving? 5  
  6. 6. From inside out to outside in§  Who are our customers?§  What do they need to do?§  How can we help them do it?§  . . . and in a way that is more desirable than than their alternatives? 6  
  7. 7. Emerging customer-centric practices§  User research§  Persona creation§  Customer journey maps§  Context- and task-orientation 7  
  8. 8. WHAT KNOWLEDGE WORKERSNEED 8  
  9. 9. Part  2  –  CM  slides   “We  are  fi(y-­‐plus  years  into  the   Informa7on  Age  and  s7ll  using   Industrial  Age  models  of  work   and  organiza7on.”            -­‐-­‐  Thornton  May   9  
  10. 10. Agility & Speed
  11. 11. Collaboration
  12. 12. Know where you want to go
  13. 13. “SOCIAL” INTRANETS 14  
  14. 14. 15  
  15. 15. Social is naturalhMp://www.flickr.com/photos/cindy47452/3682879212/sizes/l/  
  16. 16. Social networks accentuate the way peopleactually work and want to work together;Formal structures dontFormal structure Informal structure
  17. 17. 18  
  18. 18. Enterprise Social Adoption(aka the Lemming Curve) 19  
  19. 19. Social tools ≠ Enough 80% OF SOCIAL BUSINESS EFFORTS WILL Not HIT THE MARK FOR INTENDED BENEFITS 20   Source:  Gartner,  January  2013  
  20. 20. .  .  .  doing  beMer,  faster,  more  efficient,  more  accurate,  more  innovaYve,  more  customer-­‐centric        WORK 21  
  21. 21. RETHINKING THE “IN” ININTRANET
  22. 22. 23  
  23. 23. 24  
  24. 24. The Outside-IN Intranet
  25. 25. The INterrogated Intranet 26  
  26. 26. The Lean-startup Intranet (See  also,  Tim  Walters,  “We’re  All  Lean  Startups  Now”  hMp://bit.ly/KFt4GR)   27  
  27. 27. The INclusive Intranet 28  
  28. 28. The INtegrated Intranet 29  
  29. 29. So wake up and pay attention to …§  Employee-centricity = Customer-centricity§  The need for flexibility, agility, and speed§  Social is good … when it can be put to work§  Re-thinking the in –  Outside-in –  INterrogating (user-centric) –  INcessant iteration –  INclusivity –  INtegration 30  
  30. 30. Questions? #Just_ClarityCathy McKnight Tim Walters, PhD@cathymcknight @tim_walterscmknight@digitalclaritygroup.com twalters@digitalclaritygroup.com 31  

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