nForm's Better Intranets Conference on June 12, 2014. Presenters Darcy Belanger & Rebecca Ma from PCL Construction share lessons learned on PCL's intranet upgrade.

1. PCL
LESSONS
LEARNED
www.pcl.com
@PCLConstruc2on

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

5. OVERVIEW OF PCL
CONSTRUCTION

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

10. INTRANET REDESIGN PROJECT

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

18. VS.
METADATA DISPLAYED
IN SEARCH RESULTS

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