The document discusses an internal knowledge management platform called "inTouch" that was created for TFG, a retail group with multiple brands. It emphasizes that the platform was designed to be intuitive for employees, with a focus on relevant content and search functionality. It also highlights the challenges of rolling out a new system across many stakeholders and brands, and the importance of change management, content ownership, and an adoption strategy to ensure proper usage. The key lessons discussed are the need for thorough planning, testing, and documentation, as well as gaining agreement on acceptance criteria and governance model from the start.

1. Main Message
Start with “why?”
People don’t buy WHAT you do;
they buy WHY you do it.
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3. Marius Botha
Project Lead: Enterprise Knowledge Management
TFG – The Foschini Group
inTouch - Keeping Our Employees inTune,
inSpired and in-the-Know

4. Main Message
Start with “why?”
People don’t buy WHAT you do;
they buy WHY you do it.
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5. What I’ll Cover
• Intuitive design
• Content is king
• Change and stakeholder management
• Lessons learned
• Questions
• Key Points to Take Home
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6. Introduction & Overview
• The right information, at the right time to the right people =>
– Happier employees & customers
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7. Introduction & Overview
• Single Point of entry
• Information accuracy and relevance
• Google-like Search functionality
• One version of the truth
• Minimise email / clutter
• Reduced need to print
• Free up time
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8. Introduction & Overview
• inTouch – Knowledge Management and Communication Platform
– powered by SharePoint 2010
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9. Intuitive design
Challenge
• Multiple brands
• Regular training not available
• No existing standard
Solution
• Uniform and unique
• Designed for a new employee
• Align to future application/system UI standards
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10. Intuitive design
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11. Mobile / Responsive
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12. Content is king
• Loss of intellectual property
• Knowledge is a corporate asset
• Content management => Knowledge Management => Better
decisions/service
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13. Content is king
• Wikipedia for TFG
• Articles & Publishing Model
– Classification – get the balance right
– Context to content
– Ownership – there can be only one
– Feedback
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14. Content is king
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15. Instructions List
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16. Instruction
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17. Knowledge Base Article
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18. Change and stakeholder management
• 17 trading companies, various service divisions
• 200 field managers, 2000 store managers etc. etc.
• Everyone is a stakeholder
• Ownership of change
• Start Day 1…
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19. Dealing with change…
Stage 1:
Information
Stage 4:
Honeymoon Denial Encouragement
Acceptance / Believers
Confidence
Morale
Effectiveness Stage 2:
Support
Stage 3:
Direction
Anger Exploring
Time
Looking to the past Looking to the future
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20. Lessons learned
• Plan, plan & plan and document… then start.
• Agree testing and UAT resources upfront – ASAP
• Agile is great, but agree Acceptance Criteria
• “Ownership of governance”
• If you build it, it doesn’t mean they will come (adoption strategy)
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21. Key Points to Take Home
• Think Outside the Box and Out of the Box
• If the business is not sure or unclear on why
the project is needed. Turn around and run
away.
• Start with content editors in mind
• Start with “why?”
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23. How to contact me:
Marius Botha
TFG – The Foschini Group
mariusb@tfg.co.za
Phone +27 21 937 4249
Twitter: @iboota

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