blueprint for intranet success: professional advantage presentation
TRANSCRIPT
Worldwide Intranet ChallengeWhat makes an intranet valuable?
Andrew Wright World Intranet Challenge (WIC)
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
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.
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)
Publish content Discuss work topics Collaborate online Provide feedback0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
55.0% 56.9% 56.7%50.1%
28.5% 29.0%23.9% 39.3%
8.6% 8.2%8.4%
6.6%
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
“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 2006http://www.nngroup.com/articles/participation-inequality/
Jakob Nielsen Web Usability Guru
9% Intermitte
nt Contribut
ors
90%Lurkers
1% Heavy Contributors
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”
3 business imperatives supported by an intranet
Employee Engagement
OperationsContinuous Improvement
“While 72% of companies use social technologies in some way, very few are
anywhere near to achieving the full potential benefit”
McKinsey, November 2012
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
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
0.0%
25.0%
50.0%
75.0%
100.0%
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%
In your opinion, how important are the following in contributing to a valuable intranet?
Critical Very Important Important
1. Employees don’t see contributing content as important
Time on Intranet & Value of Intranet
Time on Intranet & Intranet Interactivity
The greater level of interactivity the
greater value of the intranet
Time on Intranet & Finding Information
Finding information has virtually no correlation with how much time people spend on the
intranet
Total
- Inter
activit
y
Documents
Intranet
impro
vemen
tNew
s
Staff deta
ils
Total
- Conten
t
Business
applica
tions
Values
& cultu
re
Look & fe
el
Training
Home pag
e
Products
& servi
ces
New sta
rters
Intranet
training
Easy t
o read
Consisten
cy
Navigati
on
Labelle
d
Hierarc
hy
Customers
Up-to-date
conten
t
Total
- Pefo
rman
ce
Calendars
Off-site
access
Speed
0.000
0.050
0.100
0.150
0.200
0.250
0.300
0.350
0.400
0.450
0.500 Correlation of questions to intranet valueCo
rrel
ation
val
ue
FindingInformation
Contribute & interact
…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…
1. Become ‘content evangelists’ 2. Easy to use platform, able to make edits on the run3. Streamlined content approval process4. Organise content community events5. Gamification, incentives, measure contributions
5 tips to increase participation
1. Employees don’t see contributing content as important
2. Employees don’t know what content to contribute (no structure , training or governance)
Structu
red co
ntent/l
ists
How to/p
rocedures
Form
s/tools/
templat
es
Documents
that can
be re-u
sed
News/b
logs
Collaborati
on/discussi
on forums
Referen
ce mate
rial
Reports
/perf
orman
ce mea
sures/KPIs
Archive
s/reco
rds0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
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%
1 - Not useful 2 3 4 5 - Useful
Which intranet content types are most useful?
‘Signal’ content more valuable than
‘noise’ content
Total
- Inter
activit
y
Documents
Intranet
impro
vemen
tNew
s
Staff deta
ils
Total
- Conten
t
Business
applica
tions
Values
& cultu
re
Look & fe
el
Training
Home pag
e
Products
& servi
ces
New sta
rters
Intranet
training
Easy t
o read
Consisten
cy
Navigati
on
Labelle
d
Hierarc
hy
Customers
Up-to-date
conten
t
Total
- Pefo
rman
ce
Calendars
Off-site
access
Speed
0.000
0.050
0.100
0.150
0.200
0.250
0.300
0.350
0.400
0.450
0.500Correlation of WIC questions to intranet value
Corr
elati
on v
alue
NoiseSignal
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)
Personal links
3 key current themes
Employeespotlightchanges each day
Newsgatorcommunities
• 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
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
Look-up columns means they are linked – ‘breaks down silos’- contextGeneratedautomatically – ‘breaksdown silos’- context
Feedback
Wiki content
What’s new
Access to all work instructions
Showslatest changesby role – continuousimprovementShows populartasks
Shows scheduledtasks
Handy linksto supportingcontent – - context
Ad hocrequested tasks
Aggregates content types owned by the Business Unit on a
single page
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
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