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PCL
LESSONS
LEARNED
www.pcl.com	
  
@PCLConstruc2on	
  
WELCOME
Darcy	
  Belanger	
  
Manager,	
  	
  Digital	
  Communica2ons	
  
PCL	
  Construc2on	
  
dbelanger@pcl.com	
  
	
  	
  	
  	
  	
  	
  	
  @darcybelanger	
  
Rebecca	
  Ma	
  
Digital	
  Communica2ons	
  Specialist	
  
PCL	
  Construc2on	
  
rlma@pcl.com	
  
	
  	
  	
  	
  	
  	
  	
  @becksy21	
  
	
  
nForm better intranets | PCL construction case study
AGENDA
•  Overview	
  of	
  PCL	
  Construc;on	
  
•  PCL	
  Connects	
  Rebuild	
  Project	
  
•  Challenges	
  
•  Solu;ons	
  
•  Ques;ons	
  
OVERVIEW OF PCL
CONSTRUCTION
Founded 	
  1906	
  
Focus	
  Areas 	
  Over	
  $7.5	
  billion	
  in	
  opera2ons	
  across	
  
	
  	
  three	
  key	
  markets:	
  
	
  	
  •	
  Commercial	
  Buildings	
  
	
  	
  •	
  Civil	
  
	
  	
  •	
  Heavy	
  Industrial	
  
	
  
Personnel 	
  4,400	
  full-­‐2me	
  professional	
  and	
  	
  
	
  administra2ve	
  staff	
  	
  
	
  More	
  than	
  10,000	
  hourly	
  trades	
  people	
  
Loca2ons	
   	
  30+	
  loca2ons	
  around	
  the	
  world	
  	
  
6	
  
Staples	
  Center,	
  Los	
  Angeles	
  
Mall	
  of	
  America,	
  Minneapolis	
  
nForm better intranets | PCL construction case study
INTRANET REDESIGN PROJECT
PCL	
  Connects	
  Evolu2on	
  
+	
  over	
  80	
  publishers	
  
v2.0	
  
•  SharePoint	
  2003	
  
•  Custom	
  Development	
  
11	
  
nForm better intranets | PCL construction case study
2004	
  
v2.0	
  
•  SharePoint	
  2003	
  
•  Custom	
  Development	
  
2011	
  
v3.0	
  
•  SharePoint	
  2010	
  
•  Custom	
  Development	
  
•  FAST	
  Search	
  
EXECUTIVE ENGAGEMENT
14	
  
“The	
  mission	
  of	
  PCL	
  Connects	
  is	
  to	
  provide	
  an	
  authorita.ve,	
  
comprehensive,	
  and	
  collabora.ve	
  one-­‐stop	
  des4na4on	
  for	
  
.mely	
  and	
  accurate	
  informa.on	
  in	
  a	
  way	
  that	
  is	
  easy-­‐to-­‐
find,	
  secure,	
  and	
  customized	
  so	
  that	
  employees	
  have	
  
access	
  to	
  the	
  informa4on	
  and	
  knowledge	
  they	
  need	
  to	
  
help	
  them	
  work	
  more	
  produc4vely	
  and	
  develop	
  stronger	
  
connec4ons	
  with	
  their	
  peers.”	
  
CONTENT CLEAN UP AND
MIGRATION
15	
  
↓50%	
  
Stakeholder	
  Engagement	
  
Over	
  1000	
  employees	
  across	
  25	
  districts	
  
and	
  14	
  Corporate	
  Departments	
  
16	
  
nForm better intranets | PCL construction case study
VS.	
  
METADATA DISPLAYED
IN SEARCH RESULTS
FINDABILITY CHALLENGES
19	
  
Search	
  Sucks!	
  
Is	
  there	
  a	
  way	
  to	
  
provide	
  comments	
  
on	
  content?	
  
There’s	
  too	
  much	
  
informa;on	
  
I	
  can’t	
  find	
  
anything!	
  
Our	
  naviga;on	
  
is	
  confusing	
  
50%	
  
70%	
  
73%	
  
98%	
  
TOP 5 BUSINESS CHALLENGES
LESSONS LEARNED AND BEST PRACTICES
LESSON #1
It	
  is	
  hard	
  to	
  maintain	
  a	
  decentralized	
  publishing	
  
model	
  with	
  a	
  highly	
  customized	
  intranet	
  
•  Too	
  sophis2cated	
  -­‐	
  Heavy	
  reliance	
  on	
  good	
  
publishing/applica2on	
  of	
  metadata	
  to	
  make	
  the	
  site	
  
work	
  
•  AZri2on	
  in	
  publisher	
  pool	
  
21	
  
SOLUTION
•  Central	
  publishing	
  service	
  
•  Iden2fy	
  and	
  select	
  stronger	
  publishers,	
  and	
  
promote	
  the	
  importance	
  of	
  the	
  skillsets	
  they	
  
offer	
  
•  Leverage	
  SharePoint	
  automated	
  features	
  for	
  
publishing	
  to	
  make	
  the	
  publishing	
  process	
  easier	
  
(auto	
  expiry)	
  
22	
  
LESSON #2
Change	
  management	
  and	
  adop;on	
  is	
  a	
  big	
  job	
  
•  Had	
  a	
  robust	
  adop2on	
  and	
  change	
  management	
  
plan	
  for	
  roll-­‐out	
  
•  Enthusiasm	
  for	
  suppor2ng	
  the	
  intranet	
  started	
  to	
  
fade	
  a^er	
  the	
  launch	
  
•  Lacking	
  district	
  advocates	
  in	
  senior	
  leadership	
  
posi2ons	
  
•  True	
  advocates/evangelists	
  are	
  hard	
  to	
  find	
  
23	
  
SOLUTION
Ongoing	
  Internal	
  Marke;ng	
  and	
  Promo;ons	
  
•  Ongoing	
  promo2on	
  to	
  exec	
  group	
  and	
  stakeholders	
  of	
  
Connects	
  as	
  a	
  viable	
  and	
  cri2cal	
  business	
  tool	
  
•  Regular	
  internal	
  blogs	
  
•  Friday	
  Digest	
  
•  New-­‐hire	
  onboarding	
  (screencasts)	
  
	
  
24	
  
LESSON #3
Develop	
  a	
  clear	
  development	
  process	
  for:	
  	
  
•  bug	
  fixes	
  
•  ongoing	
  enhancements	
  
25	
  
SOLUTION
Solu;on	
  Delivery	
  Framework	
  
•  Long-­‐term	
  look	
  ahead	
  plan	
  for	
  development	
  with	
  	
  
•  Approvals	
  
•  formal	
  budget,	
  	
  
•  accountability,	
  and	
  	
  
•  priori2za2on	
  process	
  
•  Internal	
  workflow	
  process	
  for	
  with	
  
documenta2on	
  
•  Dedicated	
  resources	
  for	
  maintenance,	
  basic	
  
enhancements,	
  and	
  major	
  ini2a2ves	
  
26	
  
LESSON #4
Lack	
  of	
  governance	
  
•  It	
  used	
  to	
  be	
  the	
  wild	
  west	
  
27	
  
SOLUTION
•  Create	
  a	
  living	
  a	
  governance	
  document	
  
•  Define	
  key	
  stakeholders	
  
•  Have	
  a	
  single	
  execu2ve	
  authority	
  to	
  make	
  final	
  
decisions	
  
•  Solu2on	
  Delivery	
  Framework	
  allows	
  for	
  agile	
  
response	
  to	
  issues	
  as	
  they	
  arise	
  
28	
  
LESSON #5
Be	
  prepared	
  for	
  friendly	
  fire	
  
•  Culture	
  of	
  “self-­‐appointed”	
  informa2on	
  architects	
  
29	
  
SOLUTION
•  Consulta2on,	
  solu2ons,	
  and	
  educa2on	
  through	
  	
  
the	
  implementa2on	
  of	
  a	
  “Connects	
  Lead”	
  
30	
  
SUMMARY OF LESSONS
LEARNED
1.  Have	
  a	
  core	
  group	
  of	
  skilled	
  publishers	
  AND	
  a	
  
centralized	
  publishing	
  service	
  
2.  Never	
  stop	
  the	
  change	
  management/adop2on	
  
process	
  
3.  Have	
  a	
  process	
  and	
  team	
  devoted	
  to	
  the	
  ongoing	
  
evolu2on	
  of	
  your	
  intranet	
  (Solu2on	
  Delivery	
  
Framework)	
  
4.  Have	
  an	
  ac2ve	
  execu2ve	
  sponsor	
  in	
  addi2on	
  to	
  a	
  
governance	
  document	
  
5.  Assign	
  an	
  “Intranet	
  Lead”	
  to	
  be	
  the	
  point	
  of	
  contact	
  
with	
  internal	
  stakeholders	
  
31	
  
QUESTIONS?
32	
  
Darcy	
  Belanger	
  
Manager,	
  Digital	
  Communica2ons	
  
PCL	
  Construc2on	
  
dbelanger@pcl.com	
  
	
  	
  	
  	
  	
  	
  	
  	
  @darcybelanger	
  
Rebecca	
  Ma	
  
Digital	
  Communica2ons	
  Specialist	
  
PCL	
  Construc2on	
  
rlma@pcl.com	
  
	
  	
  	
  	
  	
  	
  	
  @becksy21	
  
	
  

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nForm better intranets | PCL construction case study

  • 2. WELCOME Darcy  Belanger   Manager,    Digital  Communica2ons   PCL  Construc2on   dbelanger@pcl.com                @darcybelanger   Rebecca  Ma   Digital  Communica2ons  Specialist   PCL  Construc2on   rlma@pcl.com                @becksy21    
  • 4. AGENDA •  Overview  of  PCL  Construc;on   •  PCL  Connects  Rebuild  Project   •  Challenges   •  Solu;ons   •  Ques;ons  
  • 6. Founded  1906   Focus  Areas  Over  $7.5  billion  in  opera2ons  across      three  key  markets:      •  Commercial  Buildings      •  Civil      •  Heavy  Industrial     Personnel  4,400  full-­‐2me  professional  and      administra2ve  staff      More  than  10,000  hourly  trades  people   Loca2ons    30+  loca2ons  around  the  world     6  
  • 7. Staples  Center,  Los  Angeles  
  • 8. Mall  of  America,  Minneapolis  
  • 11. PCL  Connects  Evolu2on   +  over  80  publishers   v2.0   •  SharePoint  2003   •  Custom  Development   11  
  • 13. 2004   v2.0   •  SharePoint  2003   •  Custom  Development   2011   v3.0   •  SharePoint  2010   •  Custom  Development   •  FAST  Search  
  • 14. EXECUTIVE ENGAGEMENT 14   “The  mission  of  PCL  Connects  is  to  provide  an  authorita.ve,   comprehensive,  and  collabora.ve  one-­‐stop  des4na4on  for   .mely  and  accurate  informa.on  in  a  way  that  is  easy-­‐to-­‐ find,  secure,  and  customized  so  that  employees  have   access  to  the  informa4on  and  knowledge  they  need  to   help  them  work  more  produc4vely  and  develop  stronger   connec4ons  with  their  peers.”  
  • 15. CONTENT CLEAN UP AND MIGRATION 15   ↓50%  
  • 16. Stakeholder  Engagement   Over  1000  employees  across  25  districts   and  14  Corporate  Departments   16  
  • 19. FINDABILITY CHALLENGES 19   Search  Sucks!   Is  there  a  way  to   provide  comments   on  content?   There’s  too  much   informa;on   I  can’t  find   anything!   Our  naviga;on   is  confusing   50%   70%   73%   98%  
  • 20. TOP 5 BUSINESS CHALLENGES LESSONS LEARNED AND BEST PRACTICES
  • 21. LESSON #1 It  is  hard  to  maintain  a  decentralized  publishing   model  with  a  highly  customized  intranet   •  Too  sophis2cated  -­‐  Heavy  reliance  on  good   publishing/applica2on  of  metadata  to  make  the  site   work   •  AZri2on  in  publisher  pool   21  
  • 22. SOLUTION •  Central  publishing  service   •  Iden2fy  and  select  stronger  publishers,  and   promote  the  importance  of  the  skillsets  they   offer   •  Leverage  SharePoint  automated  features  for   publishing  to  make  the  publishing  process  easier   (auto  expiry)   22  
  • 23. LESSON #2 Change  management  and  adop;on  is  a  big  job   •  Had  a  robust  adop2on  and  change  management   plan  for  roll-­‐out   •  Enthusiasm  for  suppor2ng  the  intranet  started  to   fade  a^er  the  launch   •  Lacking  district  advocates  in  senior  leadership   posi2ons   •  True  advocates/evangelists  are  hard  to  find   23  
  • 24. SOLUTION Ongoing  Internal  Marke;ng  and  Promo;ons   •  Ongoing  promo2on  to  exec  group  and  stakeholders  of   Connects  as  a  viable  and  cri2cal  business  tool   •  Regular  internal  blogs   •  Friday  Digest   •  New-­‐hire  onboarding  (screencasts)     24  
  • 25. LESSON #3 Develop  a  clear  development  process  for:     •  bug  fixes   •  ongoing  enhancements   25  
  • 26. SOLUTION Solu;on  Delivery  Framework   •  Long-­‐term  look  ahead  plan  for  development  with     •  Approvals   •  formal  budget,     •  accountability,  and     •  priori2za2on  process   •  Internal  workflow  process  for  with   documenta2on   •  Dedicated  resources  for  maintenance,  basic   enhancements,  and  major  ini2a2ves   26  
  • 27. LESSON #4 Lack  of  governance   •  It  used  to  be  the  wild  west   27  
  • 28. SOLUTION •  Create  a  living  a  governance  document   •  Define  key  stakeholders   •  Have  a  single  execu2ve  authority  to  make  final   decisions   •  Solu2on  Delivery  Framework  allows  for  agile   response  to  issues  as  they  arise   28  
  • 29. LESSON #5 Be  prepared  for  friendly  fire   •  Culture  of  “self-­‐appointed”  informa2on  architects   29  
  • 30. SOLUTION •  Consulta2on,  solu2ons,  and  educa2on  through     the  implementa2on  of  a  “Connects  Lead”   30  
  • 31. SUMMARY OF LESSONS LEARNED 1.  Have  a  core  group  of  skilled  publishers  AND  a   centralized  publishing  service   2.  Never  stop  the  change  management/adop2on   process   3.  Have  a  process  and  team  devoted  to  the  ongoing   evolu2on  of  your  intranet  (Solu2on  Delivery   Framework)   4.  Have  an  ac2ve  execu2ve  sponsor  in  addi2on  to  a   governance  document   5.  Assign  an  “Intranet  Lead”  to  be  the  point  of  contact   with  internal  stakeholders   31  
  • 32. QUESTIONS? 32   Darcy  Belanger   Manager,  Digital  Communica2ons   PCL  Construc2on   dbelanger@pcl.com                  @darcybelanger   Rebecca  Ma   Digital  Communica2ons  Specialist   PCL  Construc2on   rlma@pcl.com                @becksy21