The document discusses leveraging intranet and digital workplace analytics to improve user engagement and optimization, emphasizing the importance of actionable insights and user behaviors. It outlines strategies for effective adoption campaigns, personalization, and analytics that measure engagement and content utilization. Additionally, it highlights the need for customized navigation and effective communication plans to foster a more connected and efficient work environment.

1. GETTING THE MOST OUT OF YOUR
INTRANET & DIGITAL WORKPLACE
WITH ENGAGEMENT & ANALYTICS
Presented By: Richard Harbridge (@RHarbridge)

2. @RHarbridge #SPSNH
RICHARD
HARBRIDGE
My twitter is @RHarbridge, I’m super friendly & I am proud to work at 2toLead.
CTO & MVP | SPEAKER & AUTHOR | SUPER FRIENDLY

3. DOWNLOAD OUR 100+ PAGE
WHITEPAPER ON INTRANETS
WITH OFFICE 365
It goes into much greater depth and can be found at Office365Intranets.com

4. GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION
100+ pages of Intranet & O365 guidance: http://Office365Intranets.com

5. GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION
100+ pages of Intranet & O365 guidance: http://Office365Intranets.com

6. YOU HAVE AN INCREDIBLE INTRANET…
So what’s next? What do most organizations focus on after Release 1?

7. RICHER ANALYTICS IS OFTEN NEXT…
Making things even better often means understanding how users are leveraging your Intranet and
Intranet experiences. Unfortunately for many organizations OOTB is necessary but not sufficient.
Extended
(Power BI, PowerShell
Scripts, etc.)
OOTB Based
(Site Usage, Admin Reports,
Contextualized Insights, Audit Logs, etc.)
Custom
High Complexity
Low Complexity
3rd Party Solutions

8. MORE ANALYTICS FOR EVERYONE…
The trend for surfacing more actionable analytics to teams, and users will continue.
Out Of The Box (Improving Continually)
●

9. EVERYTHING CAN BE CAPTURED…
Far more is tracked today than ever before, and better reporting is continually being made available
to help make sense of all this data.
Requires Advanced Configuration
◕

10. WHAT PAGES ARE MOST IMPORTANT?
Knowing which pages are most used can help to prioritize which pages should be improved or developed. You can
also see which business units are the biggest intranet users and which business unit’s content is used the most.

11. WHAT PAGES ARE LEAST IMPORTANT?
If certain pages have low usage numbers, it is an indication that either the page is not very popular, and therefore should be a lower
priority to develop, or that people are just not aware of its existence (which might be a communications or "promotion" problem).

12. HOW IS USAGE TRENDING OVER TIME?
It is important to understand how usage is trending over time. Consider comparing against
previous year results if you have multi-year detailed trend analysis available.

13. WHAT IS ENGAGEMENT LIKE?
How are departments, business units, regions, locations, or collections of users engaging with
the Intranet and it’s content?

14. WHAT SEARCHES ARE USED MOST?
tUnderstanding the most common search terms can help you determine what content people are usually looking for and perhaps can’t
find in an easy way. Leverage these insights to create navigation paths and easy ways for users to access popular content. Linking
popular content from the intranet home page can save your users time.

15. WHAT SEARCHES ARE USED MOST?
tUnderstanding the most common search terms can help you determine what content people are usually looking for and perhaps can’t
find in an easy way. Leverage these insights to create navigation paths and easy ways for users to access popular content. Linking
popular content from the intranet home page can save your users time.

16. GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION
100+ pages of Intranet & O365 guidance: http://Office365Intranets.com

17. GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION
100+ pages of Intranet & O365 guidance: http://Office365Intranets.com

18. CUSTOMER EFFORT SCORING
“The customer effort score outperforms the Net Promoter Score and Customer Satisfaction
measures in predicting behavior.” – Harvard Business Review
High
Low High
Predictive Power For Increased Spending
Predictive Power For Purchasing
Customer
Satisfaction
(CSAT)
Customer
Effort Score
(CES)

19. EMPLOYEE EFFORT SCORING
“An Employee Effort Score will outperform the Employee Satisfaction scores in predicting
behavior (and efficacy).” – Richard Harbridge (at Microsoft Ignite 2018)
High
Low High
Predictive Power For Increased Productivity
Predictive Power For Increased Engagement
Employee
Satisfaction
(ESAT)
Employee
Effort Score
(EES)

20. PERSONALIZATION MATTERS…
It’s one thing to have great integration and a connected experience. It’s another to ensure it
resonates and helps people connect with each other and what matters.

21. CONTENT OVER TIME…
The modern digital workplace and Intranet has a continually increasing number
of digital spaces or ‘sites’ where content is stored and shared.

22. DYNAMIC/PERSONALIZED NAVIGATION…
Office 365’s SharePoint home is now a more modern site directory experience that is more
personalized and dynamic. From recent sites you visited to recent activity relevant to you.
Out Of The Box
●

23. SEARCH BASED NAVIGATION…
While structured and managed navigation is still valid in today’s world it is also important to
improve navigation with powerful capabilities like search.
Bring the power of SharePoint
Home and that dynamic
personalized navigation into the
global/top nav experience.
Requires Customization
◔

24. PERSONALIZED CONTENT NAVIGATION…
Navigation doesn’t need to be limited to top level links, or simple UI layouts. In this example
we bring key content for the user (targeted) to them in the navigation menu itself.
Consider bringing targeted
documents and content to the
user inside the navigation
experience.
Requires Customization
◔

25. INSIGHT BEYOND VIEW COUNT…
News should have insights such as the number of comments, likes, views and more to bring
content forward while encouraging engagement.
Out Of The Box
●

26. INSIGHT BEYOND VIEW COUNT…
News should have insights such as the number of comments, likes, views and more to bring
content forward while encouraging engagement.

27. INSIGHT BEYOND VIEW COUNT…
News should have insights such as the number of comments, likes, views and more to bring
content forward while encouraging engagement.

28. PROJECT CORTEX UNIFIES KNOWLEDGE…
Empower people with knowledge and expertise in the apps you use everyday.

29. CONNECTING PEOPLE VIA ANALYTICS…
The more we work digitally the more what we do is captured. With AI improvements we can
better understand how to work better, smarter, and more optimally.

30. CONNECTING PEOPLE VIA ANALYTICS…
The more we work digitally the more what we do is captured. With AI improvements we can
better understand how to work better, smarter, and more optimally.

31. CONNECTING PEOPLE VIA ANALYTICS…
The more we work digitally the more what we do is captured. With AI improvements we can
better understand how to work better, smarter, and more optimally.

32. GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION
100+ pages of Intranet & O365 guidance: http://Office365Intranets.com

33. 100+ pages of Intranet & O365 guidance: http://Office365Intranets.com
GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION

34. FUNNEL FOR COMMITMENT
In order for users to improve their digital skills and technology use we need them
to embrace and commit to change. It’s about more than training.
1
3
Drive Interest/Awareness
Guide Understanding
Realize Value
2

35. PLANNING FOR ADOPTION…
We need to be more tactical and granular to drive meaningful commitment.
Plan and execute adoption campaigns! http://Office365Campaigns.com

36. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns! http://Office365Campaigns.com

37. PLANNING FOR TIPS
When each day’s Yammer/SharePoint News tip is posted by a member of the tip team it
ensures that these tips come from different users which gets more people involved.

38. PLANNING FOR TIPS
Tips drive users to take action, should be themed, should be pre-written before
the start of the campaign, and can be easily adapted from existing ones. http://Office365Campaigns.com

39. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns! http://Office365Campaigns.com

40. PLANNING FOR CONTESTS
Starter List Of Sample Contests can be found in the “Contests, Challenges & Ideas For Office
365” document in the Office 365 Resource Kit (http://Office365Resources.com)

41. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns! http://Office365Campaigns.com

42. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns! http://Office365Campaigns.com

43. PLANNING FOR COMMUNICATION
Define a comprehensive communication plan along with the messaging for key Email, Intranet
posts, Yammer posts or communication for the campaign. http://Office365Campaigns.com

44. PLANNING FOR ADOPTION
Having a campaign over a duration of days enables greater measurement, clearer
accountability, and simplifies the coordination and commitment needed.
Baseline Measure Impact Measure Continued Impact

45. HOW WE CAN TACKLE THIS BETTER…
http://Office365Metrics.com contains guidance on ways to measure Office 365
& samples of common business impacts it can drive.

46. PLANNING FOR ADOPTION
If executing effective adoption campaigns leads to effective commitment is there anything
else we should keep in mind? http://Office365Campaigns.com

47. CAMPAIGNS ENRICH COE CONTENT
The campaign generates new resources, training, tips, tricks, success stories,
and much more that adds continual value to your digital center of excellence.

48. 100+ pages of Intranet & O365 guidance: http://Office365Intranets.com
GETTING THE MOST OUT OF...
APPLICATIONS & SYSTEMS
EXPERIENCES
ADOPTION

49. DOWNLOAD OUR 100+ PAGE
WHITEPAPER ON INTRANETS
WITH OFFICE 365
It goes into much greater depth and can be found at Office365Intranets.com

50. THERE IS LOTS MORE TO TALK ABOUT…
We only scratched the surface. There is a lot more we could discuss around Intranets,
personalization, integration, business process improvement, etc...
MOBILE EXPERIENCE
Provides the Intranet to employees
anywhere at anytime, and on any device.
ENTERPRISE SOCIAL
Integrate and enhance from
commenting to interactive
polls.
VIDEO
Storage, conversion
and optimized
playback of video.
FORMS
Providing
rich forms.
ENGAGING SOLUTIONS
Foster engagement with
compelling solutions to business
challenges.
SHARED STORIES
Giving employees a voice
and way to share with the
organization.
NEWS & PAGES
Keeps employees informed
by targeted, easy to publish
articles.
LEADERSHIP MESSAGING
Amplifies reach and impact of leader
communications.
EVENTS
Shared calendar experiences to stay
up to date on corporate and
divisional events.
RECOGNITION
Celebrating
talent/connecting people
within the organization.
PEOPLE SEARCH
Intuitive, intelligent and
modern people search
experiences.
CONTENT SEARCH
Powerful full text search available
across the entire Intranet and in
specific collections.
TOOLS &
QUICK ACCESS
Accessible and rapid access
to key tools/apps.
FLEXIBLE
NAVIGATION
Powered by metadata, site
structure or search.
INFORMATION ARCHITECTURE
Foundational for the Intranet and ECM and includes site, file, and sensitive data
classification, planning and defining audiences, site templates, page templates, content
types and much more.
ACTIONABLE
ANALYTICS
Provide actionable
insights based on usage.

51. “My goal is to be able to find content like news, forms,
templates, and research efficiently and with as little friction
from technology tools as possible.”
KEY CHARACTERISTICS
Knowledge Worker
Tech-savvy Independent Goal-Oriented
MEASURES OF SUCCESSBEHAVIOR PROFILE
Consumer Persona
TOUCH POINT CHANNELS
Phone Website
Speech Chat
Mobile App
ATTRIBUTES
Technical Prowess
Technology Avoidance
Social Engagement
Leadership/ Influence
Openness to Change
Communication
Connection
Collaboration
Consumption
Contribution
 Ability to access content easily
from mobile devices.
 Favorite/frequent content
surfaced for easy access.
 Personalized news for teams and
workgroups.
 Ability to interact with thought
leaders through social networks.
Name Ken
Age 29
Role Associate
Location New York
Education Business Degree
Family Single
EXPECTATIONS:
Locate content or information in
three clicks or less. Locate content
from anywhere, on any device.
Engage with peers and thought
leaders via social media.
Personalization of news and content
based on his teams.
FRUSTRATIONS:
Difficult to sift through search
results/ documents to find the
relevant ones. Obsolete documents
exist within search results. Lack of
connection with both peers and
leaders.

52. DIGITAL WORKPLACE PLANNING…
Intranets?
Extranets?
Departmental Portals?
Functional Areas?
Project Group Sites?
Team Group Sites?
Enterprise Social Network?
Document Management?
Records Management?
And much much more….
Analytics and engagement planning is a small part of your broader digital workplace planning.

53. Thank You!
Webtrends&YouForMakingThisPossible…
200+AwesomePresentationsAt.. Slideshare.Net/RHarbridge
600+PagesOfWhitepapersAt.. 2toLead.com/Whitepapers
WhenToUseWhat.com Office365Intranets.com
Office365Metrics.com Office365Campaigns.com
Office365Extranets.com Office365Resources.com
Message Me On LinkedIn or Email Richard@2toLead.com
CTO & MVP | SPEAKER & AUTHOR | SUPER FRIENDLY
Let’s connect and find ways to do more and work together.