The document discusses creating a measurable intranet strategy. It emphasizes the importance of having goals, objectives and metrics to measure success. It provides examples of key performance indicators and techniques for measuring intranet usage and effectiveness, including analytics, surveys, usability testing and benchmarking. It also presents a case study of how PNC Financial Services created measurable goals and reviewed them regularly to improve their intranet.

1. Creating a Measurable Intranet Strategy Presented by Carmine Porco, Prescient Digital Media © 2009 Prescient Digital Media © 2009 Prescient Digital Media

2. About Prescient Consultants that provide strategic Internet and intranet consulting, planning and communications services to organizations of all sizes. © 2009 Prescient Digital Media © 2009 Prescient Digital Media

3. Agenda Importance of an Intranet Strategy Research Techniques Creating Measurable Goals for your Strategy PNC Case Study Q&A © 2009 Prescient Digital Media © 2009 Prescient Digital Media

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 © 2009 Prescient Digital Media

5. Strategy provides direction © 2009 Prescient Digital Media © 2009 Prescient Digital Media Vision OBJECTIVES GOALS Tactics

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 © 2009 Prescient Digital Media

7. Measurable Objectives If you don’t have specific objectives, how do you know if and when you are successful? © 2009 Prescient Digital Media © 2009 Prescient Digital Media

8. Research Techniques © 2009 Prescient Digital Media

9. Tools for measurement © 2009 Prescient Digital Media Activities Measurement 1 Metrics Quantitative 2 Audience Analysis Qualitative User Feedback 3 ROI Quantitative 4 Heuristic Evaluation Quantitative 5 Benchmarking Quantitative Research

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

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. Five to 10 users 8 to 10 tasks 4 - 5 common tasks 4 - 5 client specific tasks 1 hour per testing session 30 to 45 minutes for testing 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. 2. Audience Analysis: Usability Testing

14. 2. Audience Analysis: Surveys © 2009 Prescient Digital Media

15. 2. Most trusted source of info (IBM ) ‏ © 2009 Prescient Digital Media

16. 2. IBM W3 © 2009 Prescient Digital Media Source: IBM, Liam Cleaver, Transforming our workplace: enabling collaboration in a complex organisation

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

18. 2. Microsoft Intranet © 2009 Prescient Digital Media Source: Microsoft.com http://technet.microsoft.com/Cc184928.image003(en-us,TechNet.10).gif

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

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

21. 3. Sodexho intranet sales leads © 2009 Prescient Digital Media

22. 3. Sales lead form © 2009 Prescient Digital Media

23. 3. Sales benefits Has increased leads by more than 100%. $90 million dollars US in sales volume One easy-to-access company-wide program. Promotes lead exchange across business segments / breaks down silos. Reduces administrative effort, leads get to sales executives more quickly for action. © 2009 Prescient Digital Media

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

25. 3. Finding ROI www. PrescientDigital .com © 2009 Prescient Digital Media

26. 4. Heuristic Evaluation - Site Assessment Six evaluation categories: Content (25%) Planning & Resources (25%) Usability & Information Architecture (12.5%) Design & Layout (12.5%) Tools & Innovation (12.5%) Search & Find-ability (12.5%) © 2009 Prescient Digital Media

27. 4. Site Assessment Comprehensive review of site Click through drill down 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

28. 4. Site Assessment © 2009 Prescient Digital Media

29. 4. Evaluation Scores © 2009 Prescient Digital Media Overall Score: 1 2 3 3.6 4 5 6 7 8 9 10

30. 5. Benchmarking 3-5 leading or competitor intranets are compared against Similar size organizations Same or comparable industry 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

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

32. Developing a Measurable Intranet Strategy © 2009 Prescient Digital Media

33. Strategy Methodology Develop: Vision and Mission Statement Goals Objectives Key performance indicators (KPIs) Governance model © 2009 Prescient Digital Media © 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 3 - 4 hours 6 - 8 stakeholders © 2009 Prescient Digital Media © 2009 Prescient Digital Media

35. Strategic planning survey © 2009 Prescient Digital Media

36. Goals & Objectives - Definitions Goals Qualitative Something worked toward, or striven for Something toward which effort is directed Objectives Quantitative The finish line End result of an endeavor/effort SMART Specific, Measurable, Attainable, Realistic, Time Defined © 2009 Prescient Digital Media

37. Sample Goals To improve process & efficiencies. To improve employee collaboration. To improve organizational effectiveness. To increase compliance with policies and procedures. To improve data security. To improve employee engagement. To improve overall communication. To provide the most current, accurate information. To improve employee understanding of strategic directions. S T R I C T L Y C O N F I D E N T I A L © 2009 Prescient Digital Media

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” 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 © 2009 Prescient Digital Media

39. Strategic Key Performance Indicators © 2009 Prescient Digital Media Improvements Time/ Growth Maximized: Site Access Culture & Adoption Site Analytics (Views & Use) High level maintenance: Content Level off maintenance: IT Resources

40. PNC Financial Services Group Case Study Quantifying Your Intranet’s Effectiveness Alexis Southard-Wray © 2009 Prescient Digital Media © 2009 Prescient Digital Media

41. Getting started Do you have a strategy? Collect and analyze user input Conduct SWOT analysis Develop a Mission/Vision for your site Create Measurable Goals and Objectives Regularly (every 6 months) review goals Celebrate success © 2009 Prescient Digital Media © 2009 Prescient Digital Media

42. Q&A © 2009 Prescient Digital Media

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

44. Carmine Porco General Manager & V.P. Prescient Digital Media [email_address] .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 © 2009 Prescient Digital Media