Presentation of the findings of the Worldwide Intranet Challenge intranet end user survey data. The survey has been completed by more than 50,000 intranet end users from more than 180 organisations.
2. What is the Worldwide Intranet Challenge?
Who has done it?
• More than 50,000 people
• From 180 companies
• In 23 countries
• Including:
• Nestlé
• Emirates Airline
• British Gas
• Deloitte
• Coca Cola
Why participate?
• Measure employee satisfaction
• Measure before & after
• Basis of a business case
• Determine priorities
• Learn tips & tricks
• To deliver a better intranet
What is the WIC?
• It’s a web based survey
• Available in 13 languages
• It’s FREE
3. 6 3
-- X -- = ?
4 2
To provide another channel for people in the workplace, particularly
those who are often undervalued and overlooked, to show their abilities.
4. 1. I prefer one-on-one
conversations to group
discussions
2. I often prefer to express
myself in writing
3. I dislike small talk, but I enjoy
talking in depth about topics
that matter to me
4. People tell me that I'm a
good listener
5. I enjoy work that allows me to
"dive in" with few
interruptions
6. I like to celebrate birthdays on
a small scale, with only one or
two close friends or family
members
7. I do my best work on my own
8. I often let calls go through to
voice mail
Quiz: are you an introvert?
(maybe an intranet would help)
5. 55.0% 56.9% 56.7%
50.1%
28.5%
29.0%
23.9% 39.3%
8.6%
8.2%
8.4%
6.6%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Publish content Discuss work topics Collaborate online Provide feedback
How often do you use the intranet to:
Never Infrequently 2-3 times a month 2-3 times a week More than once a day
Approximately 90% of staff
do not regularly contribute
to the intranet.
More than 50% never do
6. “In most online communities, 90%
of users are lurkers who never
contribute, 9% of users contribute
a little, and 1% of users account for
almost all the action.”
October 9th 2006
http://www.nngroup.com/articles/participation-inequality/
Jakob Nielsen
Web Usability Guru
9%
Intermittent
Contributors
90%
Lurkers
1% Heavy Contributors
7. Why is content contribution important?
• Supports innovation, operations & employee engagement
• Greater contribution leads to a more valuable intranet
• Easier to find information
Research
• 2012: McKinsey Report:
Social technologies could raise productivity by 20-25%
• 2012: Deloitte Report: Social Software for Business Performance
“Companies that embrace this opportunity will have a distinct
advantage over their competitors; skeptics will likely finish last”
8. 3 business imperatives supported by an intranet
Employee
Engagement
OperationsContinuous
Improvement
9. “While 72% of companies use social
technologies in some way, very few are
anywhere near to achieving the full potential
benefit”
McKinsey, November 2012
10. So what’s stopping intranets from
reaching their potential?
• Lack of executive support
• The business case is not clear
• It’s not a productive use of time
• Security concerns/IT barriers
• HR not developing right incentives
• Potential shift in power & status quo
11. In your opinion, which of the following
is the most important in contributing
to a valuable intranet?
• Look and feel
• Intranet governance
• Staff able to contribute and interact
• Performance and availability
• Help completing work tasks
• Ease of finding information
• Quality of content
12. 66.2%
52.2% 51.9%
31.6%
24.1% 20.4% 20.3%
26.4%
35.8% 37.3%
42.5%
43.2%
45.1%
39.9%
7.3%
12.0% 10.9%
25.9%
32.7% 34.5%
39.8%
0.0%
25.0%
50.0%
75.0%
100.0%
Ease of finding
information
Performance &
availability
Quantity &
quality of content
provided
Help completing
work tasks
Intranet change
management &
maintenance
Look and feel Staff able to
contribute &
interact
In your opinion, how important are the following in
contributing to a valuable intranet?
Critical Very Important Important
18. …but that the content
doesn’t exist in the first
place
What if the problem is
NOT that people can’t
find what they want…
19.
20. 1. Become ‘content evangelists’
2. Easy to use platform, able to make edits on the run
3. Streamlined content approval process
4. Organise content community events
5. Gamification, incentives, measure contributions
5 tips to increase participation
21. 1. Employees don’t see contributing
content as important
2. Employees don’t know what content to
contribute (no structure , training or
governance)
22. 10.0% 5.0% 5.9%
18.6% 20.8% 16.3%
28.1%
19.5%
36.2%
24.9% 29.1% 30.5%
33.5%
34.8% 39.4%
29.4%
43.4%
21.3%
63.8% 63.6% 62.3%
42.1% 37.6% 37.1%
26.7% 25.8%
11.3%
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
1 - Not useful 2 3 4 5 - Useful
Which intranet content types are most useful?
‘Signal’ content more
valuable than ‘noise’
content
25. 1. Employees don’t see contributing
content as important
2. Employees don’t know what to
contribute (no structure , training or
governance)
3. It’s not a priority to encourage
employees to contribute (lack of
change management)
27. • Followed Dr. John Kotter’s 8 step process
for leading change
• Conducted town hall meetings to spread
the word
• A “Five for Five” plan: employees spend
five minutes talking about the Portal with
a portal committee member in exchange
for a $5 gift certificate
• One-page Quick Start Guides with
examples of usage and success that are
shared every two weeks
Approach to change management
• A competition between business units to
update profiles
• Weekly brown bag sessions, offered
virtually and locally to share best
practices
• A portal “minute” before every company
meeting including quick “did you know”
statements and best practices about the
portal
• A “30 for 30”: an online meeting that
offers 30 portal tips in 30 minutes
28. Worldwide Intranet Challenge: Rated highly for:
• Publish content
• Instructions for completing work tasks
Key design principles:
• Make it easy for all staff to publish FAQs
• Integrate publishing into daily work
Case Study: Government Organisation
29. Look-up columns
means they are
linked – ‘breaks
down silos’
- context
Generated
automatically –
‘breaks
down silos’
- context
Feedback
Wiki content
What’s new
Access to
all work
instructions
30. Shows
latest changes
by role –
continuous
improvement
Shows
popular
tasks
Shows
scheduled
tasks
Handy links
to supporting
content –
- context
Ad hoc
requested tasks
32. How intranets provide the potential for all staff to contribute
How this potential is not being realised but it’s worth the effort
Many hurdles to overcome
What to do about it:
#1 priority – get staff to contribute content – not just lurk
Be specific, ask staff to contribute “How to” type content
Implement an ongoing change management program
To participate in the WIC: worldwideintranetchallenge.com
Recap
33. To reap the full benefit of social technologies, organizations
must transform their structures, processes, and cultures: they
will need to become more open and non-hierarchical and to
create a culture of trust.
Creating these conditions will be far more challenging than
implementing the technologies themselves.
- McKinsey Global Institute – July 2012