7 signs your intranet is failing (...and how to fix it!)

7 Signs Your Intranet is Failing (...And How to Fix It!)Presented by Daniel Cohen-Dumani

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Daniel Cohen-DumaniFOUNDER AND CEO, PORTAL SOLUTIONS

@dcohendumani

Blogger: SME for Portal Solutions and OneWindow

Digital Workplace Today Blog

Areas of Interest:Portal and Collaboration,

Productivity and Efficiencies

“A passion for Simplicity and Speed to Market”

Our Speakers

Session Learning Objectives The seven signs of a

failing intranet  Using the right tool(s) for

your organization's needs Governance planning Setting goals and

measuring ROI The overwhelming

importance of having a plan

PollHow many Intranet Redesigns/Rebuilds have you experienced over the past 10 years?• 1• 2• 3• 4• Don’t know

Intranet Lifecycle

0 1 2 3 4 5 60

1

2

3

4

5

6

7

8

9

Content

Usability

New Intranet

Redesign Redesign

‘The volume of content held in an intranet and the usability of the

intranet are inversely proportionate. When content grows usability inevitably

decreases and vice versa.’

7 Signs Your Intranet Is Failing

1. Adoption Is Dropping

Usage Is Decreasing

Users are Complaining

Your Leadership and Some Users Don’t Know There is an Intranet

2. Collaboration Is Failing

Your Intranet Is Just a Dumping Ground for Content

Collaboration Happens Outside (Email, IM, Other Systems)

Users Can't Find What They Need

3. Content Discovery Features are Inadequate

Your Search Engine Returns Too Many Irrelevant Results

Users Can’t Find What They Need, They Keep Asking Questions!

4. Your Intranet Is Difficult to Update

It Takes Days, Not Minutes to Update Content and Features on Your Intranet

Outdated Information

5. Your Platform Is Outdated or Costly to Maintain

Have You Looked at the Cost of Your platform, and Is It Time for an Upgrade?

6. You are Wasting Money on Third-Party Resources

You Have a Large Team of Developers and Technical Resources Required to Maintain Your Intranet

7. Your IT Team Wants to Keep Control

Intranet Should Be Dynamic and Constantly Updated

Your Organization should Promote Grass-Roots Content Updates

So, How Do You Fix This? Ensure you define your objectives Plan for constant adoption and measure Design an intranet that is engaging, constantly

updated and leverage the latest trends and technology advancements

Ensure your intranet can scale when content surge Promote Discovery vs. Navigation Enable modern conversations and social features

Use the Right Tool for Your Organization’s Needs Group Conversations Document repository Communication workspaces Collaboration workspaces Content discovery News updates and stories People and team org charts Application catalogs Forms and workflows Presence and peer to peer communications

What Are the Key Factors in Keeping an Intranet Sustainable?• Establish what the intranet is for. • Be realistic in what you can do. • Establish a roadmap for continuous improvement for

your intranet• Always look to the long term and avoid short term

gains that cannot be sustained• Manage content centrally, decentralized where it

makes sense• Adopt the “lean” techniques

A Good Governance PlanStrategy

Ownership

Roles and Responsibilities

Policies and GuidelinesFeedback

Support

Training

Governance Plan Template

Setting Goals and Objectives

Don’t Mix Goals and Objectives

Sample GoalsReplace email as the only means of communication

Reduce time to produce reports and proposals

Improve ability to staff to contribute content

Improve content findability and discovery

Improve company effectiveness

Provide the most current and accurate information

Sample ObjectivesTo reduce the number of mass distribution emails by 50% by providing a reliable standard source for current and up to date information

Improve the employee engagement baseline metric on email volume – Decrease the use of email so that 25% of employees feel it is manageable

To increase employee engagement and participation in news commenting and stories update

To automate the 10 most used forms and processes

To reduce employee attrition by 10%

PollDo you measure or have you measured your Return on Investment?• Yes• No• Don’t know• What is ROI?

ROI – Sample Metrics 22% increase in employee engagement Increase in colleague satisfaction to 97% across

frontline staff Staff-generated ideas delivering in excess of $1M

avoided costs per year 60% reduction in internally distributed campaign

material delivering approximately $1M cost benefit in 2013

Link your ROI to Business Benefits and Outcomes

The Importance of Intranet Planning

• Identify Key Stakeholders

• Needs Analysis• Strategic Impact• Organizational Issues and Roadblocks

Research

• Strategic Initiatives• Tactical Initiatives• Metrics for Measurements

Recommendations

Company Strategy

The Importance of Intranet PlanningA few tips- Keep your project small and allow for flexibility and changes- Manage expectations; users tend to become cynical and the

intranet team will get discouraged. Small projects are easier to manager and ensure greater success

- Sustainability is also important. Don’t satisfy yourself with short term improvement, aim for the long term. Don’t claim victory after a few months, instead continue with iterative improvement and ensure Usability and Performance are maintained

- Keep a few simple metrics

Final Thoughts- If you feel like your intranet is failing (check the 7

signs), it is time to act- Don’t view your intranet project as yet another

technology project- Define your goals, objectives and governance- Aim for smaller improvement with constant iterative

lean releases - Put your approach in question, look at options (Build,

Buy or Hybrid)- Constantly measure usability, usage and learn from this.

Without a few metrics you can’t measure improvement

Q&A

Thank you. Learn more about intranet trends:http://www.onewindowapp.com/blog

Next StepsSee if a ready to go intranet is right for your organization.Yes, I’d like to find out.http://www.onewindowapp.com/contact