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Intranets evolved presentation apr 2011

The presentation is from our business breakfast on Intranets Evolved. It was based on delivering your intranet vision.

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Intranets evolved presentation apr 2011

  1. 1. Intranets evolved Delivering your intranet vision 14th April 2011 The Hospital Club, London
  2. 2. Welcome/Introduction Thank you for coming 14th April 2011 The Hospital Club, London
  3. 3. Which of these, holds most true for your intranet a b c d
  4. 4. About us We are. Digital specialists. Based in West London. Independently owned. International client list. 17 years experience. A focus on innovation. Award winning creativity. A passion and commitment to excellence. This is View.
  5. 5. We do. Design and communication strategy. Corporate websites & microsites. Intranet planning, design & build. Audience research. Content strategy Corporate reporting. Benchmarking. Support & maintenance. Internal communications. Corporate responsibility communications. Social networking strategy & implementation. This is View. Our Services
  6. 10. Our Intranet work
  7. 12. About the agenda/speakers 14th April 2011 The Hospital Club, London 360 degree view
  8. 13. Intranets evolved Some emerging themes and considerations Mark Smith Creative Director, View
  9. 14. I don’t really know how our intranet works and I don’t really care.
  10. 15. I don’t really know how our intranet works and I don’t really care. Stakeholder management and communication <ul><li>Talk to a wide range of people - but not everyone </li></ul><ul><li>Balance business requirements with user requirements </li></ul><ul><li>Go back to your stakeholders throughout the project </li></ul><ul><li>Use a range of needs analysis techniques to gather requirements </li></ul><ul><li>Develop a communications plan - keep stakeholders informed </li></ul>
  11. 16. The most popular search term on our intranet is ‘Google’
  12. 17. The most popular search term on our intranet is ‘Google’ Content strategy <ul><li>Create a strategy for content creation, delivery and governance </li></ul><ul><li>Streamline your content - identify gaps and duplication </li></ul><ul><li>Explore new forms of content delivery - mobile </li></ul><ul><li>Define standards for metadata, taxonomy and SEO </li></ul><ul><li>Build trust and encourage ownership of your content </li></ul>
  13. 18. Our intranet is a little like underwater ballet - kind of lovely, but utterly useless.
  14. 19. Our intranet is a little like underwater ballet - kind of lovely, but utterly useless. Audience driven content <ul><li>Delivering the right content to the right people </li></ul><ul><li>Segmentation rather than personalisation </li></ul><ul><li>Get your people data right </li></ul><ul><li>Provide value through personalisation </li></ul><ul><li>Get the balance right - organisational vs individual </li></ul>
  15. 20. I scan in my lunch every day and upload a photo. People rate it. Awesome.
  16. 21. I scan in my lunch every day and upload a photo. People rate it. Awesome. The social intranet <ul><li>Using the intranet as a gateway to connect your people </li></ul><ul><li>Identify clear, compelling reasons for collaboration </li></ul><ul><li>Requires a cultural, as well as organisational change </li></ul><ul><li>Ensuring supporting resources are in place </li></ul><ul><li>Keep it simple </li></ul>
  17. 22. Our company has a strategy for parking, but not for our intranet.
  18. 23. Our company has a strategy for parking, but not for our intranet. Delivering the vision <ul><li>Align your intranet strategy with the business objectives </li></ul><ul><li>Establish metrics for measurement and success </li></ul><ul><li>Obtain executive sponsorship and buy-in </li></ul><ul><li>Create employee ownership </li></ul><ul><li>Centralise ownership, decentralise content </li></ul>
  19. 24. Rentokil View - Intranet Evolved - 14 th April 2011 Google Sites Intranet
  20. 25. Developing a single intranet platform………… <ul><li>Rentokil Initial – 65,000+ colleagues, many field based: </li></ul><ul><ul><li>Fragmented intranet landscape </li></ul></ul><ul><ul><li>No ability to communicate </li></ul></ul><ul><ul><li>No sharing of best practice </li></ul></ul><ul><ul><li>Limited standardisation of business processes </li></ul></ul><ul><ul><li>No single corporate directory </li></ul></ul><ul><ul><li>One company, one intranet </li></ul></ul>
  21. 26. Fundamental business requirements……… <ul><li>Two key intranet platform selection criteria: </li></ul><ul><ul><li>Ease of access – must be available to the maximum number of colleagues </li></ul></ul><ul><ul><li>Ease of content generation – preferably multi-media </li></ul></ul><ul><li>User requirements: </li></ul><ul><ul><li>Full search capability </li></ul></ul><ul><ul><li>A single corporate directory </li></ul></ul>
  22. 27. The Google intranet……… <ul><li>Ease of access: </li></ul><ul><ul><li>Automatically available to all colleagues from Gmail screen </li></ul></ul><ul><ul><li>Available from any internet enabled device </li></ul></ul><ul><ul><li>Uses Google credentials to automatically access business apps </li></ul></ul><ul><ul><li>Access to restricted content controlled by dynamic Google Groups </li></ul></ul><ul><li>Ease of content generation: </li></ul><ul><ul><li>Adding pages and content is straightforward </li></ul></ul><ul><ul><li>Simple to upload photos, docs and video </li></ul></ul><ul><ul><li>Full Google search capability – no need to configure </li></ul></ul><ul><ul><li>Corporate directory linked to HR database </li></ul></ul><ul><ul><li>Colleague has profile once Gmail account provisioned </li></ul></ul>Mail Calendar Sites Video
  23. 28. The challenges……… Cross domain access – need to view intranet from multiple domains Reuse of content – created small bespoke CMS Design – no access to CSS Page level permissions
  24. 29. Next steps……… Development of Divisional homepages Multi-language capability Intranet Governance Data quality
  25. 30. Are you in control of your intranet? The Perils and Pleasures of Governance Simon Evans Governance Consultant
  26. 31. Simon Evans Our intranet? Of course it’s under control.
  27. 32. These are real quotes
  28. 33. Simon Evans
  29. 34. Simon Evans “ Today a site owner sent me a link to their new intranet site an ad agency created for them. One of its most prominent features? A Flash-animated puppy that did nothing but sit there and wag its tail at you”.
  30. 35. Simon Evans
  31. 36. Simon Evans
  32. 37. Simon Evans
  33. 38. Simon Evans
  34. 39. Simon Evans “ Apparently our wiki is not in line with our 'content strategy' so our IT department refuses to support it. But nobody knew that we had a content strategy. IT wrote it and hasn't shared it with anybody.”
  35. 40. Simon Evans “ Our intranet was so $#!(*+ my team created our own version, outside the blessed firewall. And it was lovely”
  36. 41. Simon Evans So are you really in control?
  37. 42. Simon Evans Missing or poor governance What is the root cause of all these?
  38. 43. Simon Evans Does it support your business strategy? Do you know? What would happen if you switched it off? Are people getting benefit from it? How? Do you know how much it costs? Should we be asking these questions? Why do you have an intranet?
  39. 44. Simon Evans What happens if you don’t govern? Reinvention of the wheel (or loss of the wheel!) Proliferation of sites with no value (vanity-ware) Litigation & compliance risks appear Poor content quality Poor search and inconsistent navigation Content arranged by organisation not process No central view of cost Intranet becomes a distraction not a benefit
  40. 45. Simon Evans In short..... Frustration Anger Shouting FUD Blame Failure P45
  41. 46. Simon Evans Governance often FAILS - why?! <ul><li>Governance Presentations have too many boring slides with too much text on them which people cannot read so they read their email in the meetings instead or start to wonder about why it was they got dragged into this boring governance thing when there are many better things they could be doing with their time! </li></ul><ul><li>No committed senior sponsorship </li></ul><ul><li>No clear strategic direction, - “Why do we have an intranet?” </li></ul><ul><li>No framework or “rule book” which states how the intranet will be managed </li></ul><ul><li>Mixing strategic issues with operational leading to loss of interest by senior people </li></ul><ul><li>“ Not my day job” – people too busy to contribute effectively </li></ul><ul><li>The group is run just by IT and the Business people in the room lose interest after 3 meetings </li></ul><ul><li>The group is run just by Corporate Communications and the Business people in the room lose interest after 3 meetings </li></ul><ul><li>Domination by IT people and issues </li></ul><ul><li>Members of the team are there as delegates of the senior team members and have to refer decisions and commitments upwards after the meetings </li></ul><ul><li>Fragmented business environments, local politics abound, no consensus </li></ul><ul><li>Senior managers who do not believe in the power of the technology and resist change </li></ul>
  42. 47. No clear strategic direction , - “Why do we have an intranet?” No agreed framework or “rule book” – no criteria against which decisions can be made or justified No committed senior level sponsorship
  43. 48. Simon Evans Domination by IT people and issues Mixing strategic issues with operational leading to loss of interest by senior people “ Not my day job” – people too busy to contribute effectively
  44. 49. Senior managers resistant to change Fragmented business environments, no consensus Members of the team are there as delegates of the senior team – must refer decisions
  45. 50. Simon Evans POLITICS GETS IN THE WAY! The BIG one!
  46. 51. Simon Evans So... How do we sort it out? A Structure for Governance 1: WHY? Understand why governance is important and get appropriate Sponsorship and a mandate to act 2: WHAT are you governing? What is your Strategic Vision? What do you want to get out of your intranet for your business? What is the benefits plan? 3: HOW will you govern? What is the framework of rules and standards against you will make your decisions? 4: WHO w ill govern and how will this be organised?
  47. 52. Simon Evans Good Governance looks like.... <ul><li>Accountability for the delivery of the agreed benefits </li></ul><ul><li>Real cross-business representation , led by the business - Contributions recognised in performance plans </li></ul><ul><li>Separation of the Strategic and Operational issues </li></ul><ul><li>Agreed standards (rules) for content quality, usability, information architecture, technology, compliance, security etc – keeps politics at bay! </li></ul><ul><li>Good facilitation to glue it all together </li></ul>
  48. 53. Simon Evans Case Study: Governance Drives Change Global blue chip company - Strong Governance Team in place driving change Required Benefits = 1) Reduction in Cost of Ownership 2) Make it easier to find task related content 3) Make greater use of key information Governance “Rule”= “Content must be consolidated around user tasks not proliferated by organisation” 180 IT Websites Much “Vanity Ware” Low usage of key information (2pcm) Impossible to find anything 180+ site maintainers Old content 5 IT Websites Content Business aligned High usage of key information (8000pcm) 2 maintainers + content providers Fresh content $1.5m savings 6 month Project Funded by Governance
  49. 54. Simon Evans Governance Framework
  50. 55. Simon Evans Happy people Collaboration Cost savings More effective business Success Recognition Promotion What do we get if we do it right?
  51. 56. So, where to from here? Defining an intranet roadmap
  52. 57. A new intranet to communicate organisational change, improve management communication and connect people around the Group.
  53. 58. A new intranet with improved functionality, collaborative tools and consistent presentation of Group and Business Unit news, content and tools.
  54. 59. A new intranet to deliver an engaging user experience, collate social mediaactivity and provide a dynamic platform on which to share news, music andvideo.
  55. 60. You are not alone! Which alternatives are there to Sharepoint for an intranet platform? Does anyone have recommended readings (books, websites etc) on building communities internally via the intranet or other internal social?
  56. 61. You are not alone!
  57. 62. You are not alone!
  58. 63. Engage! Create shared ownership
  59. 64. Summary
  60. 65. Jason Ross: View CEO Mark Smith: View Creative Director Simon Evans: View Governance Consultant Clara Bermingham: Rentokil Initial Group Intranet Project Lead Q&A with panel 14th April 2011 The Hospital Club, London