WIC Intranet Success Factors
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Transcript of WIC Intranet Success Factors
Success factors and lessons learned from more than 100 benchmarked intranets
Andrew WrightSeptember 2012
Who am I?
I run the two biggest intranet groups on LinkedIn:o Worldwide Intranet Challenge (11,500)o Intranet Professionals (4,500)
Run the Worldwide Intranet Challenge and write the WIC blog
Have been an intranet consultant the last 10 years – SharePoint for the last 5
Passionate about intranets because I think there is plenty of potential for improvement
What is the WIC?
It’s a web basedsurvey...
that asks intranet end users what they think...
about their Intranet.
“...enabling leading practices & experts to be identified”
What does the WIC measure?
Overall Value
Look and feel
Finding info.
Collaboration
Maintenance
Performance
Content
Performance
Why do organisations participate?
It’s about designing moreUSEFUL intranets
Before & after
New design
Manage priorities
Business case
Tips & tricks
Motivation
Who has participated?
30,000+ intranet end users
108 organisations19 countries
From Switzerland• Eidg. Finanzdepartement • Ferring Pharmaceuticals• Sulzer• Swisscom
Top tips for success
1. Intranet must support an organisation’s objectives
2. Provide interactive capabilities3. Focus on user adoption and leading
change4. Provide an intranet that helps staff
‘do’ things 5. Relentless focus on content quality
and findability
Tip 1 - Support the organisation’s objectives
3 purposes of an intranet
1.Innovation
2.Operation
3.Employee
engagement
Discussion forums Team/project spaces Other collaboration
areas Status updates/
questions Ideas register Online training Change notifications –
email alerts, RSS feeds
Lists – staff, products, customers, etc.
Tasks, grouped by role
Online forms Templates Re-usable
documents Reference
material Applications/
external web sites Archives
Tools to be productive News stories Blogs, admired leaders Measures/KPIs – goals expectations, winning organisation Recognition, meaningful work Flexible work life – able to work off-site
Thanks to Teal Shapcotthttp://www.tealeshapcott.com
Tip 2 – Intranets must be interactive
Time/value of the intranet
Time/interactivity
Tips from #2 intranet Involve end users in identifying and implementing intranet
requirements Continually work on obtaining executive buy-in Avoid implementing fluffy stuff that won’t get used Give staff the ability personalise their home page Provide quality content. Limit # of authors. Distinguish between ‘informal’ collaboration type work
spaces and the intranet Be vigilant in keeping content up-to-date. Manage important content changes through the use of
alerts that staff must acknowledge Provide access to all your business applications through
your intranet Talk to your end users regularly to find out what they do
and what applications will help them work more effectively
Tip 3 – User adoption and change
The Business Impact of Change Management
McKinsey study, in which the projects of over 40 companies were investigated
The effect of an Organizational Change Management (OCM) program on a project’s ROI. The study showed the ROI waso 143 percent when an excellent OCM
program was part of the initiative;o 35 percent when there was a poor OCM
program or no program.
http://gbr.pepperdine.edu/2010/08/the-business-impact-of-change-management/
McKinsey Study on Organisational Change Management (OCM)
The 11 most unsuccessful companies in the McKinsey study had poor change management, which showed up as the following:o Lack of commitment and follow through by senior executives;o Defective project management skills among middle
managers;o Lack of training of and confusion among frontline employees.
The 11 most successful companies in the study had excellent OCM programs:o Senior and middle managers and frontline employees were all
involved;o Everyone’s responsibilities were clear;o Reasons for the project were understood and accepted
throughout the organization.
2 recommended models
8 step transformation process – John Kotterhttp://www.kotterinternational.com/kotterprinciples/ChangeSteps/
User adoption strategies – Michael Sampsonhttp://www.michaelsampson.net/useradoption.html
John Kotter8 step process for leading change
Step 1: Establishing a Sense of UrgencyStep 2: Creating the Guiding CoalitionStep 3: Developing a Change VisionStep 4: Communicating the Vision for Buy-inStep 5: Empowering Broad-based ActionStep 6: Generating Short-term WinsStep 7: Never Letting Up Step 8: Incorporating Changes into the Culture
Michael Sampson – 4 stage model of user adoption
Stage 1: Winning Attention Stage 2: Cultivating Basic
Concepts Stage 3: Enlivening Applicability Stage 4: Making it Real
Obtaining executive support
Person needs to have a track record of success
Pitch to one senior person – not a group
Identify what can be achieved in the short and long term
Provide examples or case studies – exemplar stories
Identify the return on investment – cost savings, profits, increased customer satisfaction
Identify tangible benefits
Provide support for executives to provide content (eg. commenting, a blog)
Show trust in your employees
Align intranet to vision – show how your intranet supports your organisation’s KPIs
Tracy Hutton: Getting the C-Suite On Your Side (video 28:49), Slideshare
Tip 4 - Provide an intranet to help staff do things
Tip 4 - Provide an intraet to help staff do things
A list of tasks
An example of a task
Tips for completing work tasks
One location• Provide a single location for all forms, procedures or task descriptions (at least)• Provide other ways to navigate if possible• Ensure procedures are actually documented and up-to-date – assign owners
Develop online forms• Candidates for online forms include the most common tasks• Forms that are easy to implement• Can use simple lists
Identify key tasks• Talk to the business users• Make an effort to understand what they do• Prioritise tasks by frequency and importance• Categorise tasks by who does them
Tip 5 - Look after content quality, make it easy to find
things
Qualities of a valuable intranet
Staff able to contribute & interact
Look and feel
Intranet change management & maintenance
Help completing work tasks
Performance & availability
Quantity & quality of content provided
Ease of finding information
0.00 0.20 0.40 0.60 0.80 1.00 1.20 1.40 1.60 1.80
0.84
0.88
0.94
1.03
1.42
1.45
1.61
How important are the following in contributing to a valuable intranet?
Tips for improving findability
Web analytics• Monitor popular search terms• Identify popular pages• Ensure important information is quickly visible
Easy access to key info• Provide access to popular content from the home page• Conduct usability studies to identify best taxonomy• Provide multiple navigation paths to information
Reduce content amount• Conduct regular content audits• Remove obsolete content• Be ruthless when it comes to maintaining content • Separate the ‘official’ intranet from collaboration sites
How would you compare?
How would you compare?
Recap
Explained the WIC Went through 5 top tips:
1. Intranet must support an organisation’s objectives
2. Provide an interactive experience3. Focus on user adoption and leading change4. Provide an intranet that helps staff ‘do’ things 5. Look after content quality and ensure it’s easy
to find things To participate in the WIC:
worldwideintranetchallenge.com