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Creating A Measurable Intranet Strategy Prescient Digital Media

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In this 60 minute Webinar, participants will gain an understanding for:

* The real world challenges and benefits of intranet strategy
* How to quantify your intranet effectiveness with examples from a real case study of PNC Bank
* The importance of an intranet strategy
* Various research techniques to acquire employee input
* How to create measurable goals for your intranet
* Proven methodologies for executing the strategy

Published in: Business

Creating A Measurable Intranet Strategy Prescient Digital Media

  1. 1. © 2009 Prescient Digital Media 1 Creating a MeasurableCreating a Measurable Intranet StrategyIntranet Strategy Presented by Carmine Porco, Prescient Digital Media © 2009 Prescient Digital Media
  2. 2. About Prescient • Consultants that provide strategic Internet and intranet consulting, planning and communications services to organizations of all sizes. 2 © 2009 Prescient Digital Media© 2009 Prescient Digital Media 2
  3. 3. Agenda • Importance of an Intranet Strategy • Research Techniques • Creating Measurable Goals for your Strategy • PNC Case Study • Q&A © 2009 Prescient Digital Media 3 © 2009 Prescient Digital Media 3
  4. 4. Questions to consider • Does your intranet have a plan? • Does it have goals / objectives to measure against? • What metrics or KPIs are valued by senior management? • Is there anyone that has the experience and can impartially plan your intranet (cutting through all the internal politics)? © 2009 Prescient Digital Media 4 © 2009 Prescient Digital Media 4
  5. 5. Strategy provides direction © 2009 Prescient Digital Media 5 Vision OBJECTIVES GOALS Tactics © 2009 Prescient Digital Media 5
  6. 6. Strategy • Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat. - Sun Tzu © 2009 Prescient Digital Media 6 © 2009 Prescient Digital Media 6
  7. 7. Measurable Objectives • If you don’t have specific objectives, how do you know if and when you are successful? © 2009 Prescient Digital Media 7 © 2009 Prescient Digital Media 7
  8. 8. ResearchResearch TechniquesTechniques © 2009 Prescient Digital Media
  9. 9. Tools for measurement ActivitiesActivities MeasurementMeasurement 1 Metrics ⇒ Quantitative 2 Audience Analysis ⇒ Qualitative User Feedback 3 ROI ⇒ Quantitative 4 Heuristic Evaluation ⇒ Quantitative 5 Benchmarking ⇒ Quantitative Research © 2009 Prescient Digital Media 9
  10. 10. 1. Key Metrics • Unique visitors • Page views • Originating pages • Departing pages • Minutes per page • Average user session (time on site) • Click stream analysis • Hits (How Idiots Track Success) © 2009 Prescient Digital Media 10
  11. 11. • Excellent for deeply examining design and content issues uncovered during a survey • Highly valuable qualitative feedback, low quantitative value • Closed group sessions with 8 – 10 users • Sessions no longer than 1.5 – 2 hours • An experienced moderator is mandatory • Separate groups in separate cities • Segment user groups (18-25, males, etc.) 2. Audience Analysis: Focus Groups
  12. 12. © 2009 Prescient Digital Media 12 • Five to 10 users • 8 to 10 tasks o 4 - 5 common tasks o 4 - 5 client specific tasks • 1 hour per testing session o 30 to 45 minutes for testing o 15 minutes for test write up Analysis • Timing (drop longest & shortest time) • Scoring (drop the highest and lowest score) • Comments by testers • Findings 2. Audience Analysis: Usability Testing
  13. 13. 2. Audience Analysis: Usability Testing
  14. 14. 2. Audience Analysis: Surveys © 2009 Prescient Digital Media 14
  15. 15. 2. Most trusted source of info (IBM ) © 2009 Prescient Digital Media 15
  16. 16. 2. IBM W3 © 2009 Prescient Digital Media Source: IBM, Liam Cleaver, Transforming our workplace: enabling collaboration in a complex organisation 16
  17. 17. 2. Other critical measures (IBM) • 80% IBM employees visit w3 at least once per day • 68% view the intranet as crucial to their jobs • 52% are more satisfied to be an IBM employee because of information obtained on w3 © 2009 Prescient Digital Media 17
  18. 18. 2. Microsoft Intranet © 2009 Prescient Digital Media Source: Microsoft.com http://technet.microsoft.com/ Cc184928.image003(en- us,TechNet.10).gif 18
  19. 19. 2. MSWeb Saves Time • One-third of respondents (33%) agree completely that MSWeb saves them time while 27% agree completely that it has helped to improve their productivity (8 or 9 on a nine-point scale). © 2009 Prescient Digital Media 19
  20. 20. 3. ROI – Intranet Benefits • Hard Costs • Sales • Productivity • Competitiveness • Application Access • Infrastructure • Collaboration • Time to Market • Customer Service • Human Resources © 2009 Prescient Digital Media 20
  21. 21. 3. Sodexho intranet sales leads © 2009 Prescient Digital Media 21
  22. 22. 3. Sales lead form © 2009 Prescient Digital Media 22
  23. 23. 3. Sales benefits • Has increased leads by more than 100%. • $90 million dollars US in sales volume o One easy-to-access company-wide program. o Promotes lead exchange across business segments / breaks down silos. o Reduces administrative effort, leads get to sales executives more quickly for action. © 2009 Prescient Digital Media 23
  24. 24. 3. British Telecom Ideas Jar • BT Ideas encourages staff to be submit ideas online • Implemented ideas pay out rewards • Approx. 10% of ideas are implemented • 10% of the savings up to a maximum of £30,000 • BT paid out £400,000 (about US$700,000) to employees last year • Saved £100m (US$173 million) over 4 years © 2009 Prescient Digital Media 24
  25. 25. www.PrescientDigital.com 3. Finding ROI © 2009 Prescient Digital Media 25
  26. 26. 4. Heuristic Evaluation - Site Assessment • Six evaluation categories: o Content (25%) o Planning & Resources (25%) o Usability & Information Architecture (12.5%) o Design & Layout (12.5%) o Tools & Innovation (12.5%) o Search & Find-ability (12.5%) © 2009 Prescient Digital Media 26
  27. 27. 4. Site Assessment • Comprehensive review of site o Click through drill down o Each main area of navigation • Analysis • Synopsis of each category with   of site attributes • Scoring out of 10 for each area • Screen examples of key corrections needed • Summary of findings © 2009 Prescient Digital Media 27
  28. 28. 4. Site Assessment © 2009 Prescient Digital Media 28
  29. 29. 4. Evaluation Scores © 2009 Prescient Digital Media Overall Score: 1 2 3 3.6 4 5 6 7 8 9 10 29
  30. 30. 5. Benchmarking • 3-5 leading or competitor intranets are compared against o Similar size organizations o Same or comparable industry o Top 10 or clear innovators • Each site is scored according to the same evaluation criteria • Score comparison and benchmarking provide a qualitative and quantitative gap analysis © 2009 Prescient Digital Media 30
  31. 31. 5. Benchmarking - Comparison © 2009 Prescient Digital Media Design & Layout IA & Usability Content Search & Find-ability Tools & Innovation Planning & Resources Overall Client 2 2 2 4 5 4 3.6 benchmark1 4 2 4 4 4 4 3.7 benchmark2 4 3 6 8 8 6 6.16 benchmark 3 5 5 4 7 8 5 6.16 31
  32. 32. Developing aDeveloping a MeasurableMeasurable Intranet StrategyIntranet Strategy © 2009 Prescient Digital Media
  33. 33. © 2009 Prescient Digital Media 33 Strategy Methodology • Develop: o Vision and Mission Statement o Goals o Objectives o Key performance indicators (KPIs) o Governance model © 2009 Prescient Digital Media 33
  34. 34. © 2009 Prescient Digital Media 34 Engaging stakeholders • Online survey based on S.W.O.T. & organization’s strategic directives • Stakeholders craft or vote on possible mission statements, objectives & goals • Use workshop as a forum for building consensus o 3 - 4 hours o 6 - 8 stakeholders © 2009 Prescient Digital Media 34
  35. 35. Strategic planning survey © 2009 Prescient Digital Media 35
  36. 36. Goals & Objectives - Definitions • Goals o Qualitative o Something worked toward, or striven for o Something toward which effort is directed • Objectives o Quantitative o The finish line o End result of an endeavor/effort o SMART  Specific, Measurable, Attainable, Realistic, Time Defined © 2009 Prescient Digital Media 36
  37. 37. S T R I C T L Y C O N F I D E N T I A L 37 Sample Goals • To improve process & efficiencies. • To improve employee collaboration. • To improve organizational effectiveness. • To increase compliance with policies and procedures. o To improve data security. • To improve employee engagement. o To improve overall communication. • To provide the most current, accurate information. • To improve employee understanding of strategic directions. 37 © 2009 Prescient Digital Media
  38. 38. Sample Objectives • To reduce the number of mass distribution emails by 50% by providing a reliable standard source for up-to-date information. • Reduce the employee engagement baseline metric on “email and phone volume” o Decrease the use of email so that 20% more employees feel it is manageable (53% feel it is manageable; 45% feel that email is “more than necessary” and “far too much”, combined) • To increase employee engagement (e.g. the 53% moderately engaged and the 9% with low engagement) by 10% overall. • To increase engagement and organizational understanding by increasing readership of the Home Page News by 25%. • To automate the top 20 most used forms and processes. • Increase employee rating of intranet from 4.1 to 7.5 38 © 2009 Prescient Digital Media
  39. 39. Strategic Key Performance Indicators © 2009 Prescient Digital Media 39 Improvements Time/ Growth Maximized: •Site Access •Culture & Adoption •Site Analytics (Views & Use) High level maintenance: •Content Level off maintenance: •IT Resources
  40. 40. © 2009 Prescient Digital Media 40 PNC Financial Services GroupPNC Financial Services Group Case StudyCase Study Quantifying Your Intranet’s Effectiveness Alexis Southard-Wray © 2009 Prescient Digital Media
  41. 41. Getting started • Do you have a strategy? o Collect and analyze user input o Conduct SWOT analysis o Develop a Mission/Vision for your site o Create Measurable Goals and Objectives o Regularly (every 6 months) review goals o Celebrate success © 2009 Prescient Digital Media 41 © 2009 Prescient Digital Media 41
  42. 42. Q&A © 2009 Prescient Digital Media 42
  43. 43. Upcoming Prescient events: • Intranet 2.0 - J. Boye Conferences USA 09, Philadelphia, PA, from May 05, 2009 to May 07, 2009. Toby Ward and Jed Cawthorne • Social Media for Government: How to engage your employees by using the latest web 2.0 technologies to drive communications results. Ottawa, Ontario, from May 11, 2009 to May 14, 2009. Carmine Porco • 2nd Annual Onboarding Talent Seminar, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario, from May 25, 2009 to May 26, 2009. Carmine Porco • Delivering a high-performing intranet: The reality in successfully implementing your intranet plan, May 28th with Cathy McKnight • Innovative E-HR, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario,, from June 18, 2009 to June 19, 2009. Carmine Porco • Intranet 2.0 – Learnings from Europe - KMWorld 09, San Jose, California, from November 17, 2009 to November 19, 2009, Toby Ward • Other Upcoming Webinar topics: Intranet Search, Governance, Intranet Deployment, WCMS and Implementing Executive & Employee Blogs © 2009 Prescient Digital Media 43
  44. 44. Carmine Porco General Manager & V.P. Prescient Digital Media cporco@prescientdigital.com www.PrescientDigital.com www.IntranetBlog.com www.Facebook.com (search “Intranet Global Forum”) www.Twitter.com/intranet2 416.986.8800 Available on SlideShare: Creating a Measurable Intranet Strategy - Prescient Digital Media 09" http://www.slideshare.net/Prescient © 2009 Prescient Digital Media 44 © 2009 Prescient Digital Media 44

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