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Worldwide Intranet Challenge Intra Team Presentation V4

Intranet Case Studies from the Worldwide Intranet Challenge presentation at the IntraTeam 2010 event.

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Worldwide Intranet Challenge Intra Team Presentation V4

  1. 1. PRESENTED BY ANDREW WRIGHT & STEPHAN SCHILLERWEIN 3 rd March 2010 Worldwide Intranet Challenge
  2. 2. Agenda <ul><li>Who are we? </li></ul><ul><li>What is the Worldwide Intranet Challenge (WIC)? </li></ul><ul><li>What does the WIC measure? </li></ul><ul><li>What qualities do effective intranets have? </li></ul><ul><li>Case studies </li></ul><ul><li>How do you get involved? </li></ul>
  3. 3. Who are we? <ul><li>Andrew Wright </li></ul><ul><li>Managing Director of CIBA Solutions </li></ul><ul><li>Specialising in intranet projects since 2000 </li></ul><ul><li>Worked with MOSS 2007, IBM Websphere, SAP Portal, Lotus Notes </li></ul><ul><li>Completed intranet projects for over 20 organisations </li></ul><ul><li>Regular intranet blogger: </li></ul><ul><li>Initiated the Worldwide Intranet Challenge (WIC) </li></ul><ul><li>Masters in Information Systems Engineering </li></ul><ul><li>Average chess player! </li></ul><ul><li>LinkedIn Profile: </li></ul><ul><li>Twitter </li></ul><ul><li>@roojwright </li></ul><ul><li>Stephan Schillerwein </li></ul><ul><li>Head of Research at Infocentric Research </li></ul><ul><li>Specialising in information management, online communications and intranets, since 1997 </li></ul><ul><li>Former Intranet Manager at media and telecommunication corporations; Regional Director at the Intranet Benchmarking Forum; Intranet Consultant, ... </li></ul><ul><li>Irregular intranet blogger: </li></ul><ul><li>WIC-Partner for the German speaking countries (and – for the moment – also beyond) </li></ul><ul><li>Probably the only person in Switzerland living in the mountains and not skiing! </li></ul><ul><li>LinkedIn Profile: </li></ul><ul><li>Twitter </li></ul><ul><li>@IntranetMatters </li></ul>
  4. 4. What is the Worldwide Intranet Challenge? <ul><li>A web based intranet survey completed by intranet end users </li></ul><ul><li>1) Companies register 2) Receive a link 3) Staff complete survey </li></ul><ul><li>Participating organisations receive two reports: </li></ul><ul><ul><li>one showing all feedback from their own staff about their intranet, </li></ul></ul><ul><ul><li>a benchmark report comparing this feedback with other organisations </li></ul></ul><ul><li>Organisations use this information to improve their intranet </li></ul><ul><li>Leading intranet organisations provide case studies </li></ul>&quot;It was very useful and I would recommend it to any intranet manager.&quot; - Margherita Buoso, European Space Agency
  5. 5. Organisations participate to… <ul><li>Benchmark before-and-after an intranet re-design </li></ul><ul><li>Obtain support & evidence for an intranet business case </li></ul><ul><li>Obtain feedback about a new intranet redesign </li></ul><ul><li>Help prioritise intranet improvement initiatives </li></ul><ul><li>Help motivate the intranet team </li></ul><ul><li>Compare their intranet with other organisations </li></ul><ul><li>Gain an understanding of best practice </li></ul>
  6. 6. Participation – from 1 st April, 2009 <ul><li>Over 11,000 intranet user responses (800 hours) </li></ul><ul><li>Available in 7 languages – others being added </li></ul><ul><li>32 organisations and growing quickly </li></ul><ul><li>Organisations from 12 different countries </li></ul><ul><li>Partner network available to help worldwide </li></ul>&quot;extremely useful results for validation of development plan and to support engagement and change management.&quot; - Dominic Chiappe, Lloyds Register
  7. 7. Who has participated so far? <ul><li>Adecco (Australia) </li></ul><ul><li>ArcelorMittal </li></ul><ul><li>Arup </li></ul><ul><li>Australian Unity </li></ul><ul><li>Ball Corporation </li></ul><ul><li>BL Group (Russia) </li></ul><ul><li>CVS Caremark </li></ul><ul><li>Delaware North (Australia) </li></ul><ul><li>Delta Dental of Michigan, Ohio & Indiana </li></ul><ul><li>Eaton Corporation </li></ul><ul><li>Ernst & Young </li></ul><ul><li>European Space Agency </li></ul><ul><li>EVVA-Werk GmbH & Co. KG </li></ul><ul><li>Ferring Pharmaceuticals </li></ul><ul><li>Lloyds Register </li></ul><ul><li>Lonely Planet Publications </li></ul><ul><li>March of Dimes </li></ul><ul><li>National Fire Protection Association </li></ul><ul><li>Pershing LLC </li></ul><ul><li>Philadelphia Fed </li></ul><ul><li>Ros Business Consulting (Russia) </li></ul><ul><li>St. Luke's Episcopal Health System </li></ul><ul><li>Standard Life (Canada) </li></ul><ul><li>Standard Life (UK) </li></ul><ul><li>Statistics Estonia </li></ul><ul><li>The Unlimited World </li></ul><ul><li>Tube Lines </li></ul><ul><li>WOLF THEISS </li></ul><ul><li>Wyeth </li></ul><ul><li>Wyeth (MENA) </li></ul>
  8. 8. Participant Demographics
  9. 9. What does the WIC measure? Business Processes Work instructions, procedures, processes, workflow Knowledge Management Document management, content management, search, information architecture, tagging of content Collaboration Staff directories, discussion forums, team rooms, document management, content management New ideas & Improvements Discussion forums, online suggestions Data & Applications Application directory, Intranet lists, front end access to corporate data (eg. SAP, Oracle) Employee Engagement News, wikis, blogs, communications Change Management Alerts, news items, page updates, training Environment Process automation, Telecommuting, Webinars, less printing
  10. 10. How well do you know your end users? <ul><li>Come on down..... </li></ul><ul><li>I can find the information I need on the intranet </li></ul><ul><li>Information on the intranet is easy to read </li></ul><ul><li>I can personalise the intranet </li></ul><ul><li>Find instructions for completing work tasks </li></ul><ul><li>News about our organisation/industry </li></ul><ul><li>The intranet is always available </li></ul><ul><li>Content on the intranet is up-to-date </li></ul>
  11. 11. Qualities that end users value (1 of 6)
  12. 12. Qualities that end users value (2 of 6)
  13. 13. Qualities that end users value (3 of 6)
  14. 14. Qualities that end users value (4 of 6)
  15. 15. Qualities that end users value (5 of 6)
  16. 16. Qualities that end users value (6 of 6)
  17. 17. And the winner is... <ul><li>Find instructions for completing work tasks (0.472) </li></ul><ul><li>News about our organisation/industry (0.468) </li></ul><ul><li>Information on the intranet is easy to read (0.421) </li></ul><ul><li>The intranet is always available (0.337) </li></ul><ul><li>I can find the information I need on the intranet (0.160) </li></ul><ul><li>Content on the intranet is up-to-date (0.143) </li></ul><ul><li>I can personalise the intranet (-0.031) </li></ul>
  18. 18. What does it all mean? <ul><li>A valuable intranet is one that helps staff ‘do’ things </li></ul>Courtesy of Step Two design/James Robertson
  19. 19. Gerry McGovern on intranets <ul><li>“ It can help staff carry out tasks faster. It has that potential, but it is a potential that is not being realized in most intranets because of a lack of focus on the tasks and the staff who need to carry out the tasks” </li></ul><ul><li> </li></ul><ul><li>Gerry is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide authority on increasing web satisfaction by managing customer tasks </li></ul>
  20. 20. How can I make my intranet more valuable? <ul><li>Build an intranet that helps staff complete tasks </li></ul><ul><li>Use online forms to automate tasks </li></ul><ul><li>Provide up-to-date and current news </li></ul><ul><li>Write for the web – keep it simple </li></ul><ul><li>Provide mobile and off-site access </li></ul><ul><li>Ensure that the intranet is always available </li></ul><ul><li>Make it easy for people to find information </li></ul>
  21. 21. Case Studies <ul><li>BL Group (Russia) – completing business tasks, search & information for new starters </li></ul><ul><li>AGL – completing business tasks </li></ul><ul><li>EVVA-Werk GmbH & Co – home page </li></ul><ul><li>Wyeth/Pfizer MENA – stakeholder engagement & training </li></ul><ul><li>Arup – discussion forums </li></ul><ul><li>Ros Business Consulting – templates, up-to-date content </li></ul>
  22. 22. Case Study – BL Group (Russia) <ul><li>Ranked number 1 in the following questions: </li></ul><ul><ul><li>The intranet search helps me find the information I need </li></ul></ul><ul><ul><li>Complete common work tasks such as applying for leave or booking travel </li></ul></ul><ul><ul><li>Publish content </li></ul></ul><ul><ul><li>Online or printable (eg. Word) forms </li></ul></ul><ul><ul><li>Templates </li></ul></ul><ul><ul><li>A repository of re-usable documents </li></ul></ul><ul><ul><li>Reports or dashboards </li></ul></ul><ul><ul><li>Information for new starters </li></ul></ul><ul><li>Ranked number 3: </li></ul><ul><ul><li>Instructions for completing work tasks </li></ul></ul>
  23. 23. Tips from the BL Group <ul><li>Instructions for completing work tasks </li></ul><ul><ul><li>Perform analysis of routine tasks that the staff most often completes in intranet. </li></ul></ul><ul><ul><li>Use online forms where possible </li></ul></ul><ul><li>Search: </li></ul><ul><ul><li>Identify what tasks the intranet must support </li></ul></ul><ul><ul><li>Make this information easy to find </li></ul></ul><ul><li>Information for new starters </li></ul><ul><ul><li>Create a specific section for new starters </li></ul></ul><ul><ul><li>Work with all departments to identify all required information </li></ul></ul><ul><ul><li>Do not try to create a false impression of the company </li></ul></ul>
  24. 29. Case Study - EVVA-Werk GmbH & Co <ul><li>Ranked number 1 in the questions: </li></ul><ul><ul><li>I like the intranet homepage </li></ul></ul><ul><ul><li>Information on the intranet is easy to read </li></ul></ul><ul><ul><li>The intranet has a consistent page layout </li></ul></ul><ul><ul><li>Content is labelled with an owner </li></ul></ul><ul><ul><li>I can find the information I need on the intranet </li></ul></ul><ul><ul><li>I know where I am in the intranet hierarchy </li></ul></ul><ul><ul><li>Content on the intranet is accurate </li></ul></ul><ul><ul><li>Content on the intranet is up-to-date </li></ul></ul>
  25. 30. Home page tips - EVVA-Werk GmbH & Co <ul><li>The intranet is the only channel on which current information for a wider audience is available </li></ul><ul><li>Typically 2-3 news items per week. People don’t feel flooded nor does the homepage look stale. </li></ul><ul><li>Good mix of information spanning: </li></ul><ul><ul><li>News, </li></ul></ul><ul><ul><li>Information about new employees, </li></ul></ul><ul><ul><li>Employees leaving the company, </li></ul></ul><ul><ul><li>Small advertisements and </li></ul></ul><ul><ul><li>Useful “Quick Links” to the most important content and applications </li></ul></ul>
  26. 32. Tips from EVVA-Werk GmbH & Co <ul><li>On consistency – provide a standard page template for authors </li></ul><ul><li>Labelling content – ensure all pages have a named owner, preferably a person rather than a team </li></ul><ul><li>Finding information: </li></ul><ul><ul><li>Keep the amount of content manageable </li></ul></ul><ul><ul><li>Invest in usability testing </li></ul></ul><ul><ul><li>Ask employees for feedback </li></ul></ul><ul><li>Content accuracy and currency: </li></ul><ul><ul><li>Review and update content regularly </li></ul></ul><ul><ul><li>Use workflows for certain types of content </li></ul></ul>
  27. 33. Case Study - Wyeth/Pfizer MENA <ul><li>Ranked number 1 overall </li></ul><ul><li>Ranked number 1 in the questions </li></ul><ul><ul><li>I like the look and feel of the intranet </li></ul></ul><ul><ul><li>Provide feedback or comments about intranet content </li></ul></ul><ul><ul><li>Training (eg. manuals, online training) </li></ul></ul><ul><ul><li>Access to business applications </li></ul></ul><ul><ul><li>I have received training on using the intranet </li></ul></ul><ul><ul><li>Ease of finding information </li></ul></ul>
  28. 34. Tips from Wyeth/Pfizer MENA <ul><li>Gain management support </li></ul><ul><li>Coordinated marketing plan </li></ul><ul><li>Maximize the value of the homepage </li></ul><ul><li>‘ Have your say’ - feedback </li></ul><ul><li>Produce Regular Content </li></ul><ul><li>MENA Discussion Board </li></ul><ul><li>E-mail links to intranet </li></ul><ul><li>Run surveys </li></ul><ul><li>Promote via the business </li></ul><ul><li>Monitor usage statistics </li></ul><ul><li>Review intranet content </li></ul><ul><li>Rewrite key content </li></ul><ul><li>Mentor intranet authors </li></ul><ul><li>Build relationships with other teams </li></ul><ul><li>Support strategic projects </li></ul><ul><li>Build team skills and knowledge </li></ul>
  29. 35. The importance of ‘buy-in’
  30. 36. Case Study - Arup <ul><li>Number 1 ranked for: </li></ul><ul><ul><li>Discuss work topics (eg. using discussion forums or blogs) </li></ul></ul>
  31. 38. Tips from Arup <ul><li>Create a culture of information sharing </li></ul><ul><li>Start as soon as you can </li></ul><ul><li>Enable users to receive discussion messages via email </li></ul><ul><li>Make it easy to subscribe to the forum </li></ul><ul><li>Provide subscription options </li></ul><ul><li>Allow users to post their messages to multiple forums </li></ul><ul><li>Search function for discussion content </li></ul>
  32. 39. How discussion posts are emailed
  33. 40. Case Study – Ros Business Consulting <ul><li>Ranked 1 for: </li></ul><ul><ul><li>Pages on the intranet load quickly </li></ul></ul><ul><li>Ranked 2 for: </li></ul><ul><ul><li>A repository of re-usable documents </li></ul></ul><ul><ul><li>Information for new starters </li></ul></ul><ul><ul><li>Content on the intranet is up-to-date </li></ul></ul><ul><li>Ranked 3 for: </li></ul><ul><ul><li>I can find the information I need on the intranet </li></ul></ul><ul><ul><li>The intranet menus help me find the information I need </li></ul></ul><ul><ul><li>I know where I am in the intranet hierarchy </li></ul></ul><ul><ul><li>Templates </li></ul></ul>
  34. 41. Tips from Ros Business Consulting <ul><li>Templates : </li></ul><ul><ul><li>Know what templates are needed for work processes run well </li></ul></ul><ul><ul><li>Provide quick access to these templates – ie. the homepage </li></ul></ul><ul><ul><li>Provide procedures and instructions for every template </li></ul></ul><ul><ul><li>Identify who owns each template (for maintenance ) </li></ul></ul><ul><ul><li>Let people know when you update the templates </li></ul></ul><ul><ul><li>Obtain continuous feedback from the end users </li></ul></ul><ul><li>Up-to-date content: </li></ul><ul><ul><li>Develop a publishing schedule </li></ul></ul><ul><ul><li>Intranet must be live, not only be a repository of documents and source of official information </li></ul></ul><ul><ul><li>Regular content updating increases the level of attention and trust to the information by end users </li></ul></ul>
  35. 43. Case Studies <ul><li>AGL Case Study: Build a Task Based Intranet </li></ul><ul><li>Link to WIC Members site: Other case studies </li></ul>
  36. 44. How does the WIC work again? <ul><li>Register for the WIC </li></ul><ul><li>Employees complete the survey </li></ul><ul><li>Monitor feedback in real time over the internet </li></ul><ul><li>Receive the survey benchmark report (best intranets listed on Solutions web site) </li></ul><ul><li>Build an action plan, implement and then re-measure </li></ul>
  37. 45. Recap <ul><li>Spoke about the WIC, what it is, what it measures </li></ul><ul><li>Identified the qualities of a valuable intranet </li></ul><ul><li>An intranet needs to help staff complete tasks </li></ul><ul><li>Showed some case studies of successful intranets </li></ul><ul><li>Described how you can benchmark your intranet </li></ul>
  38. 46. Thank you To participate in the WIC: http :// &quot;extremely useful results for validation of development plan and to support engagement and change management.&quot; - Dominic Chiappe (Business Consultant), Lloyds Register &quot;It was very useful and I would recommend it to any intranet manager.&quot; - Margherita Buoso (Online Communication Officer), European Space Agency &quot;I think the questionnaire is really useful for many organizations.&quot; - Christian Burger (Intranet Manager), WOLF THEISS &quot;This survey is a good idea and will allow us to benchmark ourselves against other companies. We have already started to use the survey feedback to make improvements.&quot; - Barbara Peters (Information Management Consultant), Wyeth &quot;Perfect timing for us... we will be reusing this again after we have launched phase two of our intranet roll-out project&quot; - Matt Shepherd (Communications and Marketing), Adecco Group Australia