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Intranet Case Studies from the Worldwide Intranet Challenge presentation at the IntraTeam 2010 event.
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PRESENTED BY ANDREW WRIGHT & STEPHAN SCHILLERWEIN
3rd March 2010
Worldwide Intranet Challenge
Agenda
Who are we?
What is the Worldwide Intranet Challenge (WIC)?
What does the WIC measure?
What qualities do effective intranets have?
Case studies
How do you get involved?
Who are we?
Andrew Wright Managing Director of CIBA Solutions Specialising in intranet projects since
2000 Worked with MOSS 2007, IBM Websphere,
SAP Portal, Lotus Notes Completed intranet projects for over 20
organisations Regular intranet blogger:
http://cibasolutions.typepad.com Initiated the Worldwide Intranet Challenge
(WIC) Masters in Information Systems
Engineering Average chess player!
LinkedIn Profile: http://au.linkedin.com/in/andrewjwright01
Twitter @roojwright
Stephan Schillerwein Head of Research at Infocentric Research Specialising in information management,
online communications and intranets, since 1997
Former Intranet Manager at media and telecommunication corporations; Regional Director at the Intranet Benchmarking Forum; Intranet Consultant, ...
Irregular intranet blogger: http://intranet-matters.de/
WIC-Partner for the German speaking countries (and – for the moment – also beyond)
Probably the only person in Switzerland living in the mountains and not skiing!
LinkedIn Profile:http://www.linkedin.com/in/stephanschillerwein
Twitter@IntranetMatters
What is the Worldwide Intranet Challenge?
A web based intranet survey completed by intranet end users
1) Companies register 2) Receive a link 3) Staff complete survey
Participating organisations receive two reports: one showing all feedback from their own staff about their intranet, a benchmark report comparing this feedback with other organisations
Organisations use this information to improve their intranet
Leading intranet organisations provide case studies
"It was very useful and I would recommend it to any intranet manager." - Margherita Buoso, European Space Agency
Organisations participate to…
Benchmark before-and-after an intranet re-design
Obtain support & evidence for an intranet business case
Obtain feedback about a new intranet redesign
Help prioritise intranet improvement initiatives
Help motivate the intranet team
Compare their intranet with other organisations
Gain an understanding of best practice
Participation – from 1st April, 2009
Over 11,000 intranet user responses (800 hours)Available in 7 languages – others being added32 organisations and growing quicklyOrganisations from 12 different countriesPartner network available to help worldwide
"extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe, Lloyds Register
Who has participated so far?
Adecco (Australia) ArcelorMittal Arup Australian Unity Ball Corporation BL Group (Russia) CVS Caremark Delaware North (Australia) Delta Dental of Michigan, Ohio &
Indiana Eaton Corporation Ernst & Young European Space Agency EVVA-Werk GmbH & Co. KG Ferring Pharmaceuticals Lloyds Register
Lonely Planet Publications March of Dimes National Fire Protection
Association Pershing LLC Philadelphia Fed Ros Business Consulting (Russia) St. Luke's Episcopal Health System Standard Life (Canada) Standard Life (UK) Statistics Estonia The Unlimited World Tube Lines WOLF THEISS Wyeth Wyeth (MENA)
Participant Demographics
What does the WIC measure?
Business ProcessesWork instructions, procedures, processes, workflow
KnowledgeManagementDocument management,content management, search, informationarchitecture, tagging of content
CollaborationStaff directories, discussion forums, team rooms, document management, content management
New ideas & ImprovementsDiscussion forums, onlinesuggestions
Data &ApplicationsApplication directory, Intranet lists, front endaccess to corporate data (eg. SAP, Oracle)
EmployeeEngagementNews, wikis, blogs, communications
Change ManagementAlerts, news items, page updates, training
EnvironmentProcess automation, Telecommuting, Webinars, less printing
How well do you know your end users?
Come on down.....
I can find the information I need on the intranet
Information on the intranet is easy to readI can personalise the intranetFind instructions for completing work tasksNews about our organisation/industryThe intranet is always availableContent on the intranet is up-to-date
Qualities that end users value (1 of 6)
Qualities that end users value (2 of 6)
Qualities that end users value (3 of 6)
Qualities that end users value (4 of 6)
Qualities that end users value (5 of 6)
Qualities that end users value (6 of 6)
And the winner is...
1. Find instructions for completing work tasks (0.472)
2. News about our organisation/industry (0.468)3. Information on the intranet is easy to read
(0.421)4. The intranet is always available (0.337)5. I can find the information I need on the
intranet (0.160)6. Content on the intranet is up-to-date (0.143)7. I can personalise the intranet (-0.031)
What does it all mean?
A valuable intranet is one that helps staff ‘do’ things
Courtesy of Step Two design/James Robertson
Gerry McGovern on intranets
“It can help staff carry out tasks faster. It has that potential, but it
is a potential that is not being realized in most intranets
because of a lack of focus on the tasks and the staff who need to
carry out the tasks”
http://www.gerrymcgovern.com/nt/2010/nt-2010-02-22-People-problem.htmGerry is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide
authority on increasing web satisfaction by managing customer tasks
How can I make my intranet more valuable?
Build an intranet that helps staff complete tasks
Use online forms to automate tasksProvide up-to-date and current newsWrite for the web – keep it simpleProvide mobile and off-site accessEnsure that the intranet is always availableMake it easy for people to find information
Case Studies
BL Group (Russia) – completing business tasks, search & information for new starters
AGL – completing business tasksEVVA-Werk GmbH & Co – home pageWyeth/Pfizer MENA – stakeholder
engagement & trainingArup – discussion forumsRos Business Consulting – templates, up-to-
date content
Case Study – BL Group (Russia)
Ranked number 1 in the following questions: The intranet search helps me find the information I need Complete common work tasks such as applying for leave or
booking travel Publish content Online or printable (eg. Word) forms Templates A repository of re-usable documents Reports or dashboards Information for new starters
Ranked number 3: Instructions for completing work tasks
Tips from the BL Group
Instructions for completing work tasks Perform analysis of routine tasks that the staff most often
completes in intranet. Use online forms where possible
Search: Identify what tasks the intranet must support Make this information easy to find
Information for new starters Create a specific section for new starters Work with all departments to identify all required
information Do not try to create a false impression of the company
Case Study - EVVA-Werk GmbH & Co
Ranked number 1 in the questions: I like the intranet homepage Information on the intranet is easy to read The intranet has a consistent page layout Content is labelled with an owner I can find the information I need on the intranet I know where I am in the intranet hierarchy Content on the intranet is accurate Content on the intranet is up-to-date
Home page tips - EVVA-Werk GmbH & Co
The intranet is the only channel on which current information for a wider audience is available
Typically 2-3 news items per week. People don’t feel flooded nor does the homepage look stale.
Good mix of information spanning: News, Information about new employees, Employees leaving the company, Small advertisements and Useful “Quick Links” to the most important content and
applications
Tips from EVVA-Werk GmbH & Co
On consistency – provide a standard page template for authors
Labelling content – ensure all pages have a named owner, preferably a person rather than a team
Finding information: Keep the amount of content manageable Invest in usability testing Ask employees for feedback
Content accuracy and currency: Review and update content regularly Use workflows for certain types of content
Case Study - Wyeth/Pfizer MENA
Ranked number 1 overallRanked number 1 in the questions
I like the look and feel of the intranet Provide feedback or comments about intranet content Training (eg. manuals, online training) Access to business applications I have received training on using the intranet Ease of finding information
Tips from Wyeth/Pfizer MENA
Gain management support Coordinated marketing
plan Maximize the value of the
homepage ‘Have your say’ - feedback Produce Regular Content MENA Discussion Board E-mail links to intranet Run surveys Promote via the business
Monitor usage statistics Review intranet content Rewrite key content Mentor intranet authors Build relationships with
other teams Support strategic projects Build team skills and
knowledge
The importance of ‘buy-in’
Case Study - Arup
Number 1 ranked for: Discuss work topics (eg. using discussion forums or
blogs)
Tips from Arup
Create a culture of information sharingStart as soon as you canEnable users to receive discussion messages
via emailMake it easy to subscribe to the forumProvide subscription optionsAllow users to post their messages to
multiple forumsSearch function for discussion content
How discussion posts are emailed
Case Study – Ros Business Consulting
Ranked 1 for: Pages on the intranet load quickly
Ranked 2 for: A repository of re-usable documents Information for new starters Content on the intranet is up-to-date
Ranked 3 for: I can find the information I need on the intranet The intranet menus help me find the information I need I know where I am in the intranet hierarchy Templates
Tips from Ros Business Consulting
Templates: Know what templates are needed for work processes run well Provide quick access to these templates – ie. the homepage Provide procedures and instructions for every template Identify who owns each template (for maintenance ) Let people know when you update the templates Obtain continuous feedback from the end users
Up-to-date content: Develop a publishing schedule Intranet must be live, not only be a repository of documents
and source of official information Regular content updating increases the level of attention and
trust to the information by end users
Case Studies
AGL Case Study: Build a Task Based Intranethttp://cibasolutions.typepad.com/wic/2009/09/building-a-task-based-intranet-using-sharepoint-agl-case-study.html
Link to WIC Members site: Other case studieshttp://cibasolutions.sharepointsite.net/wicmembers/default.aspx
How does the WIC work again?
1. Register for the WIC
2. Employees complete the survey
3. Monitor feedback in real time over the internet
4. Receive the survey benchmark report (best intranets listed on Solutions web site)
5. Build an action plan, implement and then re-measure
Recap
Spoke about the WIC, what it is, what it measures
Identified the qualities of a valuable intranetAn intranet needs to help staff complete tasksShowed some case studies of successful
intranetsDescribed how you can benchmark your
intranet
Thank you
To participate in the WIC: http://www.cibasolutions.com.au/Registration.htm
"extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe (Business Consultant), Lloyds Register
"It was very useful and I would recommend it to any intranet manager." - Margherita Buoso (Online Communication Officer), European Space Agency
"I think the questionnaire is really useful for many organizations." - Christian Burger (Intranet Manager), WOLF THEISS
"This survey is a good idea and will allow us to benchmark ourselves against other companies. We have already started to use the survey feedback to make improvements." - Barbara Peters (Information Management Consultant), Wyeth
"Perfect timing for us... we will be reusing this again after we have launched phase two of our intranet roll-out project" - Matt Shepherd (Communications and Marketing), Adecco Group Australia