Value-Driven IntranetsTechniques for delivering a task-based intranet

Netherlands, March 16, 2010

Gerry McGoverngerry@customercarewords.com

www.customercarewords.com

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Find people (phone directory/book, expert)

Procedures, policies, guidelines, standards

Training, learning, courses

News

Job Vacancies

Find a location

Travel (hotel, flight, rail, taxi)

Pay / salary details

Products, product support

Career development

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Tasks Voting Trends

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Tasks611

Voters1102

Voters1755

Voters4289

Voters5618

VotersFind a person (Group Directory) 691 1158 1703 3934 4947Branch procedure manual (BPM) 457 1018 1601 3534 4694Circulars 556 1060 1735 3719 4670Procedures A-Z 375 720 1200 2901 3711Branch manuals A-Z 260 506 847 2020 2684Check my points (FVA, SSQ, My contribution, My reward, IDAR) 195 481 761 1840 2462My learning 260 443 658 1753 2305HR procedures 280 501 785 1825 2265Job vacancies (My next move) 293 480 758 1682 2162Annual leave / holiday 88 224 380 1172 1624Branch locator 120 300 507 1210 1580Daily security code 92 219 395 1028 1475Location / department finder 156 231 418 936 1249Pay / salary details 110 183 314 900 1194News - bankwide 178 325 446 903 1123Interest rates 77 168 246 756 1046Product information (including EPI ) 110 192 328 776 1041Instruction manuals (e.g functional (FIM), branch (BIM), credit & risk, etc) 155 244 382 791 1005Best place to work 94 167 298 712 946My HR desktop 125 209 308 728 943

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Unpaid leaveTask 5 You’d like to take six

months off work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify?

Completion rate 56%

Disaster rate 17%

Completion time 81 seconds

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An Intranet Story…

Customer: Defra (Department for Environment, Food and Rural Affairs) a UK Government Department.

Bottom 20 chart

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Tasks Total 21900 Cum%CumWords

Library (Information resource centre) 56 0% 97% 77%Health and Safety Guidelines 53 0% 98% 79%Facilities management 53 0% 98% 80%Sustainable development (SD) 53 0% 98% 81%Stationery (business card, office equipm 50 0% 98% 82%Health and wellbeing (work life balance) 49 0% 99% 84%Government Offices 39 0% 99% 85%Emergency procedures 36 0% 99% 86%Leaving Defra 35 0% 99% 87%Managing absence 31 0% 99% 89%Balanced score card 28 0% 99% 90%Resource management 25 0% 99% 91%Get a pass for a visitor 24 0% 100% 92%Producing reports 21 0% 100% 94%Volunteering 21 0% 100% 95%New employees guide 21 0% 100% 96%Supplier information 11 0% 100% 97%Collaboration (Communities of Practice, 10 0% 100% 99%Security information 8 0% 100% 100%

Class Score %About Defra 32 18%About You 63 35%Find People 34 19%Manager Tasks 32 18%News 17 10%Total 178 100%

Tasks TotalProcedures, policies, guidelines, standards 427Defra network (Agencies, NDPBs, etc) 308Acronyms, Abbreviations & Jargon 290Renew Defra 268Shared Services 257GSI (government secure intranet) 251Ministers 225Environmental policies 135Defra Strategy 120Best Practice Guides 100

Task Measurement... Because You Can’t Manage What You Can’t Measure

Manage tasks:Not contentNot technology

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Step 1: Determine Tasks

Determine 6-12 frequently used tasks.

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Task Question Checklist

1. One unique answer

2. Does not contain hidden clues

3. Emotionally neutral

4. Not confidential

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Task Question Checklist

5. Clearly different from other tasks

6. Independent from other tasks

7. Immediately doable on the website  

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• You’d like to take six months off work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify?

• How many packages per hour can the TBA19 filling machine produce?

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Step 2: Recruit Participants

Recruit 15-18 representative people

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Remote Measurement Sessions

1. Record session

2. “We are not measuring you”

3. Measure time for each task.

4. Observe problems and successes.

5. No “think aloud”, no discussions

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