Talk by Susan Quain, Care UK, at the Digital Leadership Forum 2015

1. Digital employee engagement
– Care UK intranet case study
9 June 2015

2. Who is Care UK?

3. A few facts…
• Largest independent provider of outsourced health care
services to the NHS.
• In the top five care home operators in the United Kingdom,
measured by the number of beds available.
• Across over 70 locations, our health services are concentrated
in two service lines: Primary care which spans GP medical
practices, out-of-hours centres, offender health, urgent care
centres and the 111 non-emergency helpline.
• Operates almost 300 facilities across the United Kingdom and
employs approximately 24,000 people including surgeons,
GPs, nurses and care workers.

4. Why do we need a new intranet?

5. Why do we need a new intranet?

6. Getting senior management buy in

7. Two major challenges:
People and content

8. Getting the organisation on board

9. Build your steering group
Director of
Marketing
Chief
Information
Officer
IT Director
HR Director
Operation
Directors
Head of
Quality and
Governance
Head of
Digital
Intranet
Project Lead

10. Build your engagement strategy
Produce communications plan
Make the scope of the project clear
Recruit business champions
Create informal networks
Revisit and revise
comms plan often

11. Representative project team

12. Communicating
change

13. Communication channels
• Internal newsletters
• Lunch and learn sessions
• Noticeboards
• Town hall meetings
• Let’s talk sessions
• Home drop in sessions
• Intranet
• Executive meetings

14. Mobile tips and tricks
Focus on user needs, task completion and
accessing information
• CTAs, visual hierarchies, way finding and information scent
• Findability, metadata and naming conventions
• Simple, plain English, fewer words, short sentences, active tense, consistently
applied styles
• Signal vs noise – anything not signal is noise
• Whitespace and room to think
• Purposeful and measurable
• Inverted pyramid structure

15. Engaging content
Task: What’s in it for me?
Where am I on the site? How
does this solve my issue?
Action: User takes an action or
finds important information
e.g. mission statements,
departmental background
information, aims and values

29. Recap – engagement hotspots
Discovery Design
Implementa
tion
Rollout Evaluation Closedown