nform better intranets | pcl construction case study
DESCRIPTION
nForm's Better Intranets Conference on June 12, 2014. Presenters Darcy Belanger & Rebecca Ma from PCL Construction share lessons learned on PCL's intranet upgrade.TRANSCRIPT
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PCL LESSONS LEARNED
www.pcl.com @PCLConstruc2on
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WELCOME
Darcy Belanger Manager, Digital Communica2ons PCL Construc2on [email protected] @darcybelanger
Rebecca Ma Digital Communica2ons Specialist PCL Construc2on [email protected] @becksy21
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AGENDA
• Overview of PCL Construc;on • PCL Connects Rebuild Project • Challenges • Solu;ons • Ques;ons
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OVERVIEW OF PCL CONSTRUCTION
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Founded 1906
Focus Areas Over $7.5 billion in opera2ons across three key markets: • Commercial Buildings
• Civil
• Heavy Industrial
Personnel 4,400 full-‐2me professional and administra2ve staff
More than 10,000 hourly trades people
Loca2ons 30+ loca2ons around the world
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Staples Center, Los Angeles
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Mall of America, Minneapolis
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INTRANET REDESIGN PROJECT
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PCL Connects Evolu2on
+ over 80 publishers
v2.0 • SharePoint 2003 • Custom Development
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2004
v2.0 • SharePoint 2003 • Custom Development
2011
v3.0 • SharePoint 2010 • Custom Development • FAST Search
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EXECUTIVE ENGAGEMENT
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“The mission of PCL Connects is to provide an authorita.ve, comprehensive, and collabora.ve one-‐stop des4na4on for .mely and accurate informa.on in a way that is easy-‐to-‐find, secure, and customized so that employees have access to the informa4on and knowledge they need to help them work more produc4vely and develop stronger
connec4ons with their peers.”
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CONTENT CLEAN UP AND MIGRATION
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↓50%
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Stakeholder Engagement
Over 1000 employees
across 25 distr
icts
and 14 Corporat
e Departments
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VS.
METADATA DISPLAYED IN SEARCH RESULTS
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FINDABILITY CHALLENGES
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Search Sucks!
Is there a way to provide comments
on content?
There’s too much informa;on I can’t find
anything!
Our naviga;on is confusing
50%
70%
73%
98%
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TOP 5 BUSINESS CHALLENGES LESSONS LEARNED AND BEST PRACTICES
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LESSON #1
It is hard to maintain a decentralized publishing model with a highly customized intranet • Too sophis2cated -‐ Heavy reliance on good publishing/applica2on of metadata to make the site work
• AZri2on in publisher pool
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SOLUTION
• Central publishing service • Iden2fy and select stronger publishers, and promote the importance of the skillsets they offer
• Leverage SharePoint automated features for publishing to make the publishing process easier (auto expiry)
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LESSON #2
Change management and adop;on is a big job • Had a robust adop2on and change management plan for roll-‐out • Enthusiasm for suppor2ng the intranet started to fade a^er the launch • Lacking district advocates in senior leadership posi2ons • True advocates/evangelists are hard to find
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SOLUTION
Ongoing Internal Marke;ng and Promo;ons • Ongoing promo2on to exec group and stakeholders of Connects as a viable and cri2cal business tool
• Regular internal blogs • Friday Digest • New-‐hire onboarding (screencasts)
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LESSON #3
Develop a clear development process for: • bug fixes • ongoing enhancements
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SOLUTION
Solu;on Delivery Framework • Long-‐term look ahead plan for development with
• Approvals • formal budget, • accountability, and • priori2za2on process
• Internal workflow process for with documenta2on
• Dedicated resources for maintenance, basic enhancements, and major ini2a2ves
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LESSON #4
Lack of governance • It used to be the wild west
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SOLUTION
• Create a living a governance document • Define key stakeholders • Have a single execu2ve authority to make final
decisions • Solu2on Delivery Framework allows for agile
response to issues as they arise
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LESSON #5
Be prepared for friendly fire • Culture of “self-‐appointed” informa2on architects
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SOLUTION
• Consulta2on, solu2ons, and educa2on through the implementa2on of a “Connects Lead”
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SUMMARY OF LESSONS LEARNED
1. Have a core group of skilled publishers AND a centralized publishing service
2. Never stop the change management/adop2on process
3. Have a process and team devoted to the ongoing evolu2on of your intranet (Solu2on Delivery Framework)
4. Have an ac2ve execu2ve sponsor in addi2on to a governance document
5. Assign an “Intranet Lead” to be the point of contact with internal stakeholders
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QUESTIONS?
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Darcy Belanger Manager, Digital Communica2ons PCL Construc2on [email protected] @darcybelanger
Rebecca Ma Digital Communica2ons Specialist PCL Construc2on [email protected] @becksy21