One size does not fit all: how to make your intranet relevant for all employees
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From Reception to Facilities, from Finance to the Board of Directors: there are at least seven distinct groups of workers in each organization. Of course, your intranet or digital workplace should serve everyone. But which groups could (or should) benefit from the intranet more than others? What communication, support and collaboration requirements do these groups have? And how do you make sure your intranet isn't cluttered with outdated content, making it impossible for employees to find material? This presentation will help you find out what employees need from their intranets and digital workplaces to best support their day to day work.
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One size does not fit all: how to make your intranet relevant for all employees
- 1. One size does not fit all Ch ri st iaan W . Lu st ig How to make your intranet relevant for all employees
- 5. Ch ri st iaan W . Lu st ig Employee Organisation Technology Physical environment
- 6. Ch ri st iaan W . Lu st ig Com m s H R IT F a c i l i t i e s Employee Organisation Technology Physical environment
- 7. Ch ri st iaan W . Lu st ig Business M a n a g e m e n t Com m s H R IT F a c i l i t i e s Employee Organisation Technology Physical environment
- 8. Ch ri st iaan W . Lu st ig Business M a n a g e m e n t Com m s H R IT F a c i l i t i e s Employee Organisation Technology Physical environment Strategy
- 9. Ch ri st iaan W . Lu st ig Part of a good intranet strategy is to know your employees, their needs, and work context
- 10. Ch ri st iaan W . Lu st ig 1. Balie, receptie, helpdesk 2. Beveiliging, catering, facilitair 3. Buiten 4. Bureau (secretariaat, fi nanciën) 5. Beleid, project 6. ‘Baas’, leiding 7. Bestuur, directie
- 11. Ch ri st iaan W . Lu st ig 1. Reception, helpdesk 2. Security, catering, facilities 3. Field/frontline/non-desk 4. Desk 5. Policy, advice, project 6. Boss, team lead 7. Board, management
- 12. Ch ri st iaan W . Lu st ig • In healthcare: nurses, doctors, lab personnel • In education: teachers, researchers, student support • In construction: builders, planners, architects • Et cetera
- 13. Ch ri st iaan W . Lu st ig There’s a gap between what you think employees want, and what they say they want…
- 14. Ch ri st iaan W . Lu st ig … and between what employees say they want, and what they actually need.
- 15. Ch ri st iaan W . Lu st ig 1. Find out what employees actually need 2. Have employees prioritise what they need 3. Create personas based on how employees use digital tools
- 16. 1. Never ask employees what they want, but fi nd out what they need Ch ri st iaan W . Lu st ig
- 17. Ch ri st iaan W . Lu st ig • Focus groups • Interviews • Workshops
- 18. Ch ri st iaan W . Lu st ig • Typical workday • Team-based or solo work • Work location, devices • Information and communications needs • Collaboration needs • Tools and apps, intranet
- 19. Ch ri st iaan W . Lu st ig Qualitative, in-depth insights into employees’ day-to-day work develops empathy towards their needs
- 20. 2. Have employees prioritise what they need from the intranet Ch ri st iaan W . Lu st ig
- 21. Ch ri st iaan W . Lu st ig What is most important to you when using the intranet?
- 22. Ch ri st iaan W . Lu st ig Which tasks, content or functions are most important to you when you think of support for your daily work by the digital workplace?
- 23. Ch ri st iaan W . Lu st ig • Use the outcomes of your interviews/workshops • Create a task list for employees to choose from • Have them prioritise what is important to them Top task identi fi cation survey
- 25. Ch ri st iaan W . Lu st ig 25% 25% 25% 25%
- 27. Ch ri st iaan W . Lu st ig # Task % points cumulative 1 Facts and fi gures, results (parks, guests, sta ff , fi nancial) 6,3% 6,3% 2 Documents ( fi nd, edit, and share documents with colleagues) 5,6% 11,9% 3 Access applications, software, systems from single point of entry 4,9% 16,8% 4 Guests' survey replies, information 4,1% 20,9% 5 Management reports: fi nancial, absenteeism, guest contacts, etc. (management dashboard) 4,0% 24,9% 6 Career development, training and education, coaching 3,5% 28,4% 7 My salary (pay slip, payment schedule) 3,2% 31,6% 8 Guest occupancy/reservations overview (to schedule for employees, work, tasks) 3,0% 34,6% 9 Leadership and management (agenda, documents, minutes, and decisions) 3,0% 37,6% 10 Applications, software; computer (help, support) 2,8% 40,4% Employee top tasks
- 28. Ch ri st iaan W . Lu st ig Park employee top tasks # taak % punten cumulatief 1 7 My salary (pay slip, payment schedule) 6,6% 6,6% 2 4 Guests' survey replies, information 4,6% 11,2% 3 6 Career development, training and education, coaching 4,2% 15,5% 4 13 Daily overview, pre-shift, shift hand-over, security report (tasks, schedule, dashboard) 4,2% 19,7% 5 8 Guest occupancy/reservations overview (to schedule for employees, work, tasks) 4,1% 23,8% 6 1 Facts and fi gures, results (parks, guests, sta ff , fi nancial) 3,8% 27,6% 7 17 Report malfunctions, broken parts/components (notes, photos; Tech Control) 3,6% 31,2% 8 11 Share knowledge, update, question with colleagues (posts, blogs or forums) 3,1% 34,3% 9 26 Employee bene fi ts (discounts, etc.) 2,8% 37,2% 10 32 Employee events, activities 2,8% 39,9%
- 29. Ch ri st iaan W . Lu st ig O ffi ce employee top tasks # taak % punten cumulatief 1 2 Documents ( fi nd, edit, and share documents with colleagues) 8,0% 8,0% 2 1 Facts and fi gures, results (parks, guests, sta ff , fi nancial) 7,9% 15,9% 3 3 Access applications, software, systems from single point of entry 6,5% 22,4% 4 5 Management reports: fi nancial, absenteeism, guest contacts, etc. (management dashboard) 5,8% 28,3% 5 4 Guests' survey replies, information 3,8% 32,1% 6 10 Applications, software; computer (help, support) 3,7% 35,8% 7 12 Projects (overview of projects, about projects, participants) 3,4% 39,2% 8 9 Leadership and management (agenda, documents, minutes, and decisions) 3,3% 42,6% 9 6 Career development, training and education, coaching 3,0% 45,6% 10 20 Vision and mission, strategic pillars, Landal values, identity, organizational developments 2,9% 48,4%
- 31. Ch ri st iaan W . Lu st ig # Task % points cumulative 1 Access and edit patient fi les (personal data, treatment, results, notes) 9,3% 9,3% 2 Find a colleague (contact details, presence; name, department, expertise) 9,0% 18,3% 3 Documents, fi nd, edit, share; network drive 5,7% 24,0% 4 Work schedule, changes; surgery schedule, therapies, et cetera 5,0% 29,0% 5 (Medical) procedures, documents 4,9% 33,9% 6 News, internal messages 3,7% 37,6% 7 Education, training (courses, register) 3,4% 41,0% 8 Pay, salary (dates, pay slip) 3,0% 44,0% 9 Apply for leave (vacation, parental leave, holidays) 2,6% 46,5% 10 Work-life balance (stress reduction, fl exible working, sabbatical) 2,4% 48,9% Overall top tasks
- 32. Ch ri st iaan W . Lu st ig # Task % points cumulative 1 Access and edit patient fi les (personal data, treatment, results, notes) 11,2% 11,2% 2 (Medical) procedures, documents 7,4% 18,6% 3 Find a colleague (contact details, presence; name, department, expertise) 6,7% 25,3% 4 Work schedule, changes; surgery schedule, therapies, et cetera 5,7% 31,1% 5 Education, training (courses, register) 5,0% 36,1% 6 Documents, fi nd, edit, share; network drive 4,5% 40,6% 7 News, internal messages 4,0% 44,7% 8 Pay, salary (dates, pay slip) 3,0% 47,7% 9 Report incident (injections, cut, bite, splatter); what to do in case of 3,0% 50,7% 10 Apply for leave (vacation, parental leave, holidays) 2,6% 53,3% Nurses’ top tasks
- 33. Ch ri st iaan W . Lu st ig # Task % points cumulative 1 Access and edit patient fi les (personal data, treatment, results, notes) 13,8% 13,8% 2 Find a colleague (contact details, presence; name, department, expertise) 9,1% 22,8% 3 (Medical) procedures, documents 7,7% 30,5% 4 Work schedule, changes; surgery schedule, therapies, et cetera 6,6% 37,0% 5 Documents, fi nd, edit, share; network drive 5,5% 42,5% 6 Find medical specialist literature, academic articles 5,5% 48,0% 7 Activities and events (symposia, lectures) 3,1% 51,0% 8 Education, training (courses, register) 2,7% 53,8% 9 News, internal messages 2,6% 56,4% 10 Ask a question to, share a message with a colleague (chat, news feed) 2,2% 58,6% Doctors’ top tasks
- 34. Ch ri st iaan W . Lu st ig # Task % points cumulative 1 Find a colleague (contact details, presence; name, department, expertise) 8,7% 8,7% 2 Documents, fi nd, edit, share; network drive 8,0% 16,7% 3 Management information (KPIs et cetera) 8,0% 24,7% 4 Access and edit patient fi les (personal data, treatment, results, notes) 6,7% 31,3% 5 Work schedule, changes; surgery schedule, therapies, et cetera 5,6% 36,9% 6 Facts and fi gures (ranking, number of beds, employees, org chart) 4,7% 41,6% 7 Policy ( fi nances, personnel, facilities, safety, prevention, quality, etc.) 4,2% 45,8% 8 Education, training (courses, register) 3,6% 49,3% 9 Report incident (injections, cut, bite, splatter); what to do in case of 3,1% 52,4% 10 (Medical) procedures, documents 2,7% 55,1% Managers’ top tasks
- 35. Ch ri st iaan W . Lu st ig Quantitative, prioritised insights into employees’ needs serve as evidence about their day-to- day work
- 36. 3. Create personas based on how employees use digital tools Ch ri st iaan W . Lu st ig
- 37. Ch ri st iaan W . Lu st ig 1. Balie, receptie, helpdesk 2. Beveiliging, catering, facilitair 3. Buitendienst 4. Bureau 5. Beleid, advies, project 6. Baas, teamleider 7. Bestuur, directie 1. Reception, helpdesk 2. Security, catering, facilities 3. Field/frontline/non-desk 4. Desk 5. Policy, advice, project 6. Boss, team lead 7. Board, management The 7 Bs
- 40. Ch ri st iaan W . Lu st ig Type of work
- 41. Ch ri st iaan W . Lu st ig Type of work Individual
- 42. Ch ri st iaan W . Lu st ig Type of work Group Individual
- 43. Ch ri st iaan W . Lu st ig Type of work Group Individual Organisation
- 44. Ch ri st iaan W . Lu st ig Frequency of use Type of work Group Individual Organisation Always open
- 45. Ch ri st iaan W . Lu st ig Frequency of use Type of work Group Individual Organisation Regularly Always open
- 46. Ch ri st iaan W . Lu st ig Frequency of use Type of work Group Individual Organisation Regularly Always open Incidentally
- 47. Ch ri st iaan W . Lu st ig IKB Workday DPC Intranet Intranet Intranet Teams Working out loud Takenlijst Enterprise search Webinar Vergader- stukken Vakliteratuur
- 49. Ch ri st iaan W . Lu st ig Solo Frequentie Type werk Groep Organisatie Regelmatig Altijd open Incidenteel Patiëntdossier Protocollen Werkrooster Urenregistratie Salarisadmin./ personeels- dossier Meldingen Documenten Nieuws 1 2 6 4 7 8 9 13
- 50. Ch ri st iaan W . Lu st ig Solo Frequentie Type werk Groep Organisatie Regelmatig Altijd open Incidenteel Patiëntdossier Werkrooster Management- informatie Intranet/ smoelenboek Documenten (Teams) Protocollen 4 2 5 9 1 3 Feiten en cijfers 6 Beleid 7
- 51. Ch ri st iaan W . Lu st ig 1. Find out what employees actually need 2. Have employees prioritise what they need 3. Create personas based on how employees use digital tools
- 52. Ch ri st iaan W . Lu st ig 1. Empathy towards employees’ day-to-day work 2. Evidence about employees’ work-based needs 3. Employee-focused, task-based digital workplace 4. More time for employees to do their actual work What does this get you?
- 53. One size does not fit all Ch ri st iaan W . Lu st ig Contact me via LinkedIn, Twitter, or e-mail christiaan@lustig.nl