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The making of a global intranet

Our Story, Our Learnings

Angela Rossiter

Global Intranet Manager

16 October 2014

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Who we are and what we do

International law firm – founded 1838

• Top 5 in the UK (Magic Circle)

• Top 10 in the world

Demographics:

• 30 offices in 20 countries

• 5,000+ staff, 2,600 fee earners

• Alliances and law firm relationships

Areas of law:

• Commercial

• Corporate

• Finance and Projects

• 70% of our work is on multi-country/multi-practice matters

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Our Story

Angela Rossiter presents:

The Making of an Intranet: Our Story

2014October16

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Scene 1 : Facing up to the problem

“Why do we need to an intranet.”

“The intranet doesn’t help me

in my work. I don’t use it as I

can’t find anything – too

many clicks and I give up when I

still can’t find what I need.”

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Our vision is summarised in three words to describe a simple progression in how we will use and grow our intranet:

> Find – people can find the useful resources they need to do their jobs (main focus of our Foundation Project)

> Connect – people can connect with others who can help them do their jobs

> Collaborate – people can use online tools/resources to collaborate globally

The first phase and scope focused largely on enabling people to find what they need to do their jobs, and in delivering:

> a new Homepage with elements of personalisation to make it quick and easy for fee earners to find information

> a faster, more relevant intranet search experience, with clear sign-posting to other search tools

> a review of the navigation, branding and accessibility design to improve usability and easier access to information

> a governance framework that will enable consistency and trust in the intranet to be built

> a new technology platform on which an intranet foundation will be built that will enable future and on-going development of our intranet capabilities and online services in the longer term

Scene 2 : Setting clear objectives

“Empowers our people with trusted knowledge, enabling excellence and efficiency through collaboration and sharing globally.”

Search and navigation

Personalisation and Homepage

Content andnew platform

Switch off Auscomp

Atlas

InSite (SP07)

Deal notifications (SP07)

Knowhow Online (business services)

My Sites (SP03)

Clean-up

My Quick Links

Office news

Personal links (e.g. My Learning)

User profiles

BenefitsFast search (<5 seconds)

Search centre(signposts)

Navigation

Taxonomy

People / expertise locatorImage search

Matter sites

Project sites

Community sites

External news(RSS)

Sector sites

1,500 pages of content

120 blogs (newsletters)

Templates (e.g. pitch wiki)

Blogs and Wikis

Knowhow Online (legal)

Workspace(SP03)

My newsfeed

Dynamic client, practice, sector

sites (content roll-ups)

Knowhow Online

Ability to “follow”

Micro-blogging

My clients

My knowhow

My matters

Scene 3 : Managing expectations

Project scope

Wireframes

Functional requirements

Business requirements

Existing functionality New ideas

Wishlist (Business

requirements)

New ideas (‘to be’ requirements)Existing functionality (‘as is’ requirements)

Wishlist (business requirements)• Word version (with executive summary)• Excel version (for analysis)• Sector, client, practice analysis (separate)

Wireframes developed• what it looks like on-screen

Reference Group meetings• understand sense of scale, provide initial

views on apriority• feedback on look & feel, delivery options• know what is ‘not recommended’• feedback on what is ‘out of scope’• advise on questions relating to search,

navigation and homepage requirements • advise on content and governance issues

Initial analysis and prioritisation of wishlist• Feasibility analysis: technical, content,

governance• Prioritisation: business need

Functional requirements developed• prioritised business requirements converted

to functional requirements• some scope reduction anticipated as

technical options are discussed

Out of scope

Not recommended

Project scope• drives plan for build, test and delivery

including resources, timeframes and cost

MoSCoW

Sector, client, practice business case

Scene 4: Defining the scope

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Scene 5 : Designing principles

• Quick• Easy to find• Intuitive• Flexible

Simple

• Relevant• Fit for purpose• Efficient• Up-to-date

Useful

• Scalable, Migratable, Repeatable

• Minimal customisations

• Governed

Supportable

Client and business focused

Emphasis on helping the practice win business and serve clients

One place to go Bring information into one place: join up process, people, technology

Less is more Better to have less, but better managed content - screens with less clutter

One version of the truth, multiple distribution

Recycle! Reduce duplication of underlying content

Less than three clicks Balance browse and search; clearer to find key information

Clear content ownership

Identify people to keep it up to date; automate wherever possible

Global collaboration Move towards connecting people, globally

Consistency matters Easy to move between practices / offices, reducing “relearning”

Personalisation, content in context

Enable the user to see content relevant to him/her

Attention to the “back room” (taxonomy, governance..)

Spend time getting this right and stick to it

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Scene 6 : Approaching the project

Define functional/ technical/ information architecture

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Scene 7 : Testing the solution

> ISS Functional Testing – does it do what it is supposed to do?

> Project Team Testing – is it doing what the project team expects it to do?

> User Testing (UAT) – does it do what people want and need it to do? - ~65% people invited took part representing the practice, business services and all six of the firm’s regions

Homep

age

My A

pps

My L

inks

Navig

atio

n

Browse

A-Z

Searc

h

Searc

h Cen

tre

User p

rofile

0

2

4

6

8

10

General survey scores (points out of 10)

Publis

hing

(gen

eral

)

Feat

ured

& g

loba

l new

s

Office

news,

newsle

tter s

endi

ng

Blogs

and

new

slette

r sen

der

Testi

ng w

ikis

Corpo

rate

Imag

e Li

brar

y

Lists

, cal

enda

rs, s

urve

ys

0

2

4

6

8

10

Specific testing scores(points out of 10)

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Scene 8 : Establishing governance

Overall aim

To ensure that our future intranet will be effectively managed, delivered and developed to meet both local and global needs.

Strategy

Technology

Content

People

A framework that enables effective decision-making, planning and management for a global intranet: upholding “one version of the truth”

Provision of systems and processes to ensure the intranet platform is effectively maintained, supported, developed in a cost effective way

Oversight of creation, development and life-cycle management of content such that quality, effectiveness and trust of published information is assured

Organisation infrastructure to govern, manage and support the intranet (i) strategically and (ii) operationally, aligned to firm’s governance structures

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2

3

4

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Scene 9: Engaging people

> Change and communications issued – global and local

> Over 50 awareness and content owner training sessions delivered

> User and support guides created – launch desk drop developed

> Governance model implemented – Intranet Champions play crucial role

> Prepare and plan for go-live

> Begin to transition to “business as usual” teams and processes

> Promotional video launched

Scene 10 : Preparing for launch…

Screen shot of old homepage

Scene 11 : Changing the world at launch

Screen shot of new homepage

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Scene 12 : Delivering real benefits

Ove

rall e

xper

ience

Ease

of fi

nding

info

rmat

ion

Homep

age

My

Apps,

My

Links

Naviga

tion

Searc

h

Searc

h Cen

tre

Browse

A-Z

About

Me

Wiki

pag

esBlog

s

Lists

, cale

ndar

s an

d su

rvey

s

Newsle

tter s

ende

r0

2

4

6

8

Most Highly Rated"The new

search functionality and speed

are fantastic and the

change which had made the

biggest impact to my daily working life. I LOVE it”

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The Making of an Intranet : The Sequel

Find

Connect

Collaborate

Innovat

e“… After all, tomorrow is another day.”

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1. Be clear what problem you are trying to solve as a priority

2. Gain stakeholder buy-in and maintain throughout

3. Have a clear vision and objectives people understand

4. Plan for what you will deliver and manage expectations for what you wont

5. Define an achievable scope and stick to it

6. Have clear design principles to inform functional and content development

7. Know your content and plan its migration in detail to enable a successful launch

8. Test, test and test again

9. Establish governance

10. Communicate and educate – you can never do enough!

11. Measure success to maintain success

12. Never stop evolving - “After all, tomorrow is another day”

The Making of an Intranet : Learning Credits