Intranet 2.0 after the global financial crisis?

I am constantly amazed at the amount of work James Robertson from Step Two Designs gets through. Just a couple of days after the release of this years Intranet Innovation Awards announcement and report he is busily capturing his thoughts on the impact the Global Financial Crisis has had on company Intranets. As usual, well worth a read.

Intranet 2.0 after the global financial crisis?
Heading towards the end of
the year, it’s interesting to start to look back on what has been a
roller-coaster of a year. The Global Financial Crisis seems to have transformed
everyone’s thinking, and the ripples are still being felt in every industry.
So what has this meant for the present and future of intranets?

Avoid the intranet dumpster

Really liked this video and though I like to believe that it does not apply to me or my Intranet. Truth be known it does ring true in some part.

The below video is from ragan.com. The video echos the sentiments made by Gerry McGovern in the article Intranets are not information dumps .

CEO Mark Ragan shares seven tips on how to avoid letting your company's intranet become a dumpster of content.

Why are Intranet Teams undervalued?

It frustrates me a little that so many people still view Twitter as a useless service that has no value. "Why do I need to know what kind of sandwich an acquaintance enjoyed for their lunch?" is fairy typical of the statements you hear time and again when Twitter is discussed.

I on the other hand get very excited by the potential of the micro-blogging service to build professional networks and the ability to share views, tips, techniques and experiences with like minded professionals across the globe. Ok, I will step off the soapbox and get to the point.

My company seems to value the power of our Intranet for timely communication and delivery of online business applications. Not so much though as to be forthcoming with allocation of budget and resources. Through my association with Intranet professional forums and groups I have heard similar comments from other Intranet managers and was interested to send the question out to the Twitterverse and obtain the views of my network of Intranet & Knowledge Manager followers.

The question I posed and a glimpse of the ensuing conversation follows.

I would like to hear thoughts on why Intranet Teams seem to be always under resourced and undervalued.

@awmitchell There's the obvious one about not being good at selling the benefits in stories and data. But not whole story.
@Peter_Richards Agree that success promotion and personal flag waving are skills that don't come naturally to many. Proving ROI also difficult.
@awmitchell IMO (In My Opinion) we also need to realise the feeling is common in many (maybe all) "support" or "cost centre" areas so it's more general than something specific to intranets.
@ccrask What and who isn't under resourced and undervalued? That's what I would really like to know.
@awmitchell Also a barrier of irrelevance. Executives / owners understand how value is created but don't usually have a personal relationship with the intranet themselves.
@Peter_Richards A problem I observe is that execs have minions to collect knowledge for them. The rest of us need to retrieve ourselves.
@awmitchell How relevant are intranets to the organisations leaders? Indeed. I encourage my team not to over service our directors but it is very hard.It's probably even broader than "support" functions.
@RichardHare People expect intranets to work: improvements and the way things used to be are quickly forgotten, Also, employees see few other intranets, so main comparison is the web which they always feel is superior
@Peter_Richards Great points, comparison with quickly evolving web raises Intranet expectations to ridiculous heights.
@RichardHare Lastly, perhaps related to last point, many employees don't understand what the intranet is *really* for
@RichardHare I still speak to people who want sites so other people (never them) can "share knowledge"
@seanrnicholson Intranets are cost centers & not revenue centers & orgs have done poor job proving that intranets can improve biz process.
@Peter_Richards Most can accept that Intranets save time by streamlining biz processes. But to measure Time is Money is a difficult task.
@seanrnicholson Most biz models see Intranet as overhead. Necessary overhead, though, in todays times of doing more with less.
@Peter_Richards So we are seen as an overhead? Difficult 2 quantify what is done with the time saved when business processes are streamlined.

So here is some advise on ways to address some of the issues identified in the Twitter conversations above.

• Intranet Managers & Teams need to sell the benefits of the Intranet to users & sponsors more frequently & more effectively.
  
  Promote enhancements frequently (I am producing a bi monthly update containing user tips, latest enhancements & reminders of functions that users may not be aware of)
  
  Talk about the Intranet and promote its benefits whenever you get the chance. Be proactive and offer advise to business partners and stakeholders about how the Intranet may be able to add value to their project, knowledge base or initiatives.
  
  
• Try not to over service very senior managers. Of course gleaning support from executive management can be very beneficial (big stick & bag of money supporter) however they are seldom your core user group. Better to focus more effort on identifying and implementing business process improvements that can help the broader user group work more efficiently. Even better if time and/or money savings can be measured and demonstrated. Bottom line savings can gain senior management support very effectively.
  
  
• Stay Informed and keep up to date on current Intranet trends and developments. Most people today use the Internet daily and see the how it is constantly and quickly evolving. Constant changes in user interfaces, site design, information architecture, multimedia and social networking services help to raise user expectations on what they think they should be able to be delivered on the Intranet. Keeping up to date helps give you the knowledge to be able to manage expectations and in many cases offer alternative solutions. Participating in Jane McConnell's annual Globel Intranet Trends survey is one great way to do this. Read Intranet blogs (which you are doing right now), Join Intranet professional groups and forums. All essential things for effective Intranet Managers to remain on top of things.
  
  
• Plan well ahead for platform upgrades, site redesigns, update the CMS etc. All the big ticket items. Get use to producing business cases for the things on your big picture wish list and submit them for consideration (not all at once obviously). Even if you do not get your plans approved, don't give up. Keep trying. Being able to write a compelling and effective business case is a skill that will be valuable throughout your career so don't think of a knock back as a failure, just think of it as practice. There is a truth in life that I personally have to consciously remind myself of and that is, if you don't ask you don't get.
  

So there is my 2 cents worth. I do try and practice all the points I have made above personally. But I am still a team of one with a limited budget, so although the advise I have provided seems to work for me in many ways, there does not appear to be a magic bullet solution. Any advances we make in gaining recognition and support are incremental and require constant vigilance of effort.

I would greatly appreciate the hear any advise, ideas and comments anyone has on how Intranet Teams might be recognised and supported for making the valuable contribution to our organisations that we all know we do.

Big thanks to @seanrnicholson, @RichardHare, @awmitchell, @ccrask, @carolyndouglas for contributing to the conversation and for ReTweeting my original query.

Intranet Site Visits - August 31 & September 1, 2009

This week I attended an Intranet Site Visits event in Perth, Western Australia. These events are invaluable for Intranet Managers as it gives the opportunity to see inside other organisations and see their Intranets first hand. Because of the fact that Intranets are internal facing and seldom seen by outsiders I value events like this. It also reinforces the fact Intranet Managers and Teams everywhere share the same kind of problems and issues regardless of the size and success of their organisations.

We got to visit 3 very different sites:

Some of the points I found very interesting from the presentations and the live demonstrations.

• Both Sharepoint sites had used pretty much out of the box implementations. They have learned that heavy customistion of the Sharepoint product can produce great results initially however can cause significant problems when future product upgrades are considered or needed.
  
  
• An open source solution as used by Lotterywest provides a very flexible platform on which innovative and unique Intranet applications can be developed and delivered. Providing you have a couple of talented and enthusiastic web developers handy to help.
  
  
• Every organisation and every user is different. I am never surprised by this as it is something I have discovered time and time again. Those who end up with successful Intranets are those who put the preliminary work in on determining User Requirements via Workplace Observation, Contextual Enquiry, User and Stakeholder interviews etc.
  
  
• Get as many end users involved in the planning, development, implementation and testing stages as possible. Users that have played a role in the development and decision making stages maintain a loyalty and pride in the end result that is invaluable.
  
  
• Expectations of Intranet Managers and Intranet Teams are high however ongoing support and provision of adequate resources both monitory & physical are rare. The value of an executive sponsor that recognises the value of the Intranet and is prepared to champion the cause is immeasurable.

On day one of the event I held a workshop entitled "What Will Make You An Intranet Superstar?". Apart from having a blatantly over the top title, I aimed to provide participants with a few tips and techniques to help them better organise their time and focus their efforts on activities that would help gather support and gain momentum and hopefully get noticed.

I am a big fan of the Step Two 6x2 Methodology and try to regularly deliver Intranet features and enhancements that are both Visible and Tangible. I showed the group how to judge a proposed enhancement to ensure they were able to deliver on a tight timeframe, an available budget and receive the maximum possible exposure from the result. Hopefully those present were able to get some value from this thinking.

Another exercise I introduced was to define attributes of the Ideal Intranet. Using the Microsoft Product Reaction cards, groups were asked to pick 6 terms from a total of 118 possibilities that they felt described their vision of a perfect Intranet. The task is fun, it generates lots of discussion and after the exercise is completed you have 6 terms that can be used as an inspiration.

When you complete some new work you can measure it against your 6 ideal terms and see how many of them fit. If you can ever match the 6 Vision words with something you have delivered to your users you should be able to retire contented.

Unfortunately I was unable to take comprehensive notes while facilitating the workshop but I did manage to jot down the results from one table and the 6 terms they chose from the 118 possibilities were.

Work Cloud from http://www.wordle.net/

Two of the three groups participating in the Intranet Vision exercise had one term in common and all picked very similar terms which demonstrates that as Intranet Managers from different backgrounds and organisation we all seem to share a similar vision for the Intranet we manage and the users we serve.

I must say I enjoyed the event immensely. I loved visiting Perth, it is a really lovely looking city and I also loved Fremantle and the colonial look and feel of the place. The fellow Intranet professionals I met were wonderful as were the sites we visited and Intranets that were demonstrated for us. Thanks to the site hosts ( Tracey-Anne, Glenn & Donna) for letting us see under their hoods so to speak and thanks to the event organisers (Aimee & Erin) for giving me the opportunity to attend and speak at the event. Will do it again anywhere and anytime without hesitation if asked.

5 Tips To Create a Successful IntranetPart Three - Front Page News

Should every Intranet have a news section on the front page? This question is bound to be a contentious one. The front page news section has historically been seen as an essential item for every Intranet but this may not be true for every organisation. You need to cast an objective eye over the news section and evaluate if it adds sufficient value to justify its prime position.

I have recently done just that, evaluated the content of all news items posted over the past month, checked the monthly access stats to see what the actual readership numbers for news items are and reviewed the amount of space taken up by our news panel.

My conclusion for our Intranet was YES, the news section does provide value for users and we seem to have the balance pretty right. I have to say though that it was a pretty close call.

Many internal communications professionals see the intranet news as a vital communications channel to enhance employee engagement and indeed there is some truth to that. My evaluation of our news readership however demonstrated that items about company performance, executive appointments, project milestones, marketing media releases and the like are interesting to a very limited number of staff. The bulk of my users who check the news are interested in information that provides them personally with opportunities and items on issues that affect them directly.

The usage results table below shows the top 10 ranked news items for the month of July 09. There were 38 news items published in the 31 day period. We have approximately 6000 daily intranet users and the top ranking item was viewed by just under 8% of those users. Number 10 was read by just under 5%. You can interpolate that number 38 for the month would be a very small number of views indeed.
The content of the top 10 items can also be broken into 3 clear categories.

Offers and opportunities for employees
1 - Discount show ticket offer taking number the one spot
2 - Bulletin Board is a place where employees can buy and sell items amongst each other
3 - Shine Winners is a list of those who have won $250A employee of the month award
9 - Pre Sale Ticket offer to purchase major sporting tickets before the general public

Monthly News Letters
(Magazine type publications that contain a lot of articles about individuals)
5 - Corporate
6 - Sydney Casino
10 - One of our core business arms

Information that directly affect employees
4 - Government tax changes to employee share plan
7 - Government changes to company superannuation contributions
8 - Major company acquisition being considered

As a comparison I have provided another chart that shows the top 10 Functions and Features accessed over the same period. You can see the numbers are much higher with the number 10 ranked item being accessed more than the number 1 news item.

There are a few tips that you might like to consider about the provision of Intranet news.

• Good volume of news items
  Make sure you have plenty of news contributions from across your organisation. If a news item stays on the front page for an entire month it is really just taking up space. Not many people re read yesterdays newspaper.
  

• Limit the space each item takes
  Headings should be short but descriptive, and a very brief synopsis can be provided. Users should be able to get an idea if they are interested in an item by reading its title. They can then ignore it or click in to read more. Presenting a large chunk of the item is really once again just taking up space.
  

• Good variety of information
  As illustrated above, users are interested in items that directly affect them, offers they can take advantage of and information about other employees. Posting company media releases, marketing information and self congratulatory corporate information alone is not of great interest to employees on the coal face.

• Learn about your users
  This is a very important thing that every Intranet Manager needs to do for everything on the Intranet. Each user is different, every location is different and every organisation is different. It is up to you to identify their interests and needs. There are many ways to do this and I am sure I will elaborate on some in future posts.

• Consider alternative methods of news delivery
  If you have a small volume of news or your contributors are limited you might consider a different delivery method instead of the traditional front page panel. Perhaps a prominent link of the front page "Current News - Last Update MM-DD-YYYY". Maybe provide an RSS feed that those interested can subscribe to. There are many options and I am sure some unique ones I have not considered that would work in your organisation.

In conclusion, the analysis and information I have outlined above is about my organisation and the Intranet I currently manage. There is no strict set of rules or guidelines that apply for every Intranet. The correct way to do things for your Intranet is what works for your users and organisation. I would however advise all Intranet Managers to take a critical look at how the news is managed on your Intranet. As my mother has always said "Just because everyone else does it doesn't mean you have to as well" and mothers always know best.

What the F**K is Social Media: One Year Later

This slideshow is very long, 83 slides, but it contains some fascinating social media statistics. Well worth a look. Apparently it has also become a global viral success and it is clear to see why.

Sourced from http://www.brandinfiltration.com/ . This is a follow up to the original What The F**K is Social Media? . Interesting to compare the stats from then and now.

What are the top 10 factors when implementing Twitter in your organisation?

Yesterday (Tuesday 4 August), the Canberra chapter of the Intranet Leadership Forum met for day one of a two day workshop and one of the items discussed was whether Twitter used inside an organisation added value. Though I was in another state and unable to attend, I was able to follow the debate via Twitter #CanberraILF. It appears that the room was split into 'For' and 'Against' camps with the 'Against' side slightly larger. There was a few undecided.

Some of the positives the 'For' team raised:
Emergency situations, have conversations within intranet author user groups, solve problems instantly.

Some of the issues raised by the 'Against' team:
Long term sustainability, potential to be a time waster, quality of information, low care factor, FOI (am assuming that was Freedom of Information), number of characters prohibiting getting message across and information overload.

Late in the afternoon the group decided to come up with a list in answer to the question "What are the top 10 factors when implementing Twitter in your organisation?".

The factors they considered were:
(In no particular order)

1. Governance for managing
2. Investigate security/technological requirements
3. Content
4. Team collaboration
5. Executive buy-in
6. Monitoring
7. Policy around guidelines for users
8. Solid business case
9. Who gets permission to tweet
10. Whether responses are trusted.
    

While the above list is by no means definitive, there are many inclusions that need to be carefully considered if an organisation intends to allow all employees internal access to Twitter.

Personally I think the ability to follow proceedings of events like this ILF workshop remotely and in real time is an overwhelming vote for the positive however the bureaucracy that exists within most organisations and breaking down the suspicions of management are realities that few have overcome.

Overall, an interesting and enjoyable debate and I would love to receive comments for things people feel should be included in the list, more arguments for the 'For' case as well as views of those in the 'Against' camp.

One final note, I came across this Template Twitter strategy for Government Departments made available by the UK Cabinet Office and have found it extremely useful. Thanks to @CraigThomler and @fanbloodytastic for tweeting the link to the template.

Thanks also to @RichardTuffin @readingroom_au @ACSnewsfeed @adriankhall @awmitchell @Alex_Manchester for contributing to the days discussions via twitter.

Intranet Manager Blogs v Intranet Consultant Blogs

The author of the fabulous Globally Local - Locally Global blog and the annual Global Intranet Trends report, Jane McConnell has compiled a list of Intranet specific blogs. In her posting she compares the number of blogs written by Intranet Consultants to those written by Intranet Managers and found the comparison to be 50/50.

Who's playing in the Intranet online space?

It's a tie! At last, there are as many blogs by intranet managers as by intranet consultants. Bravo!

I just redid my lists of intranet bloggers and online groups and divided them into 3 categories:
Intranet managers, Intranet blogs (consultancies) and Intranet Groups Online.

I am flattered to be included in the list along with so many knowlegable Intranet specialists and get great pleasure from the fact that our Intranet Professional community is about sharing information and not all about selling services. I have been a long time subscriber to many of the blogs included in Jane's list from both fellow managers and consultant companies and find them all an invaluable source of knowledge and ideas. I would recommend any Intranet managers out there check out the blogs in Janes list and subscribe to some or all to share in this wealth of information.

5 Tips To Create a Successful Intranet Part Two - Positioning Your Search Functions

My second tip in this series is very simple however it is something people often overlook.

You should make your People Search & Information Search accessible ALL THE TIME. This means having the search fields visible on every page of your Intranet and preferably in the same position on each.

My current Intranet has slightly more that 5000 daily users and every month our usage statistics confirm that the most heavily used functions are People Search & Information Search. Our usage stats for last month were:


The figures quoted above may indicate to many that the Intranet is just used as an expansive & expensive phone book and its true that some of my users have in the past commented that they only use the Intranet to look up contact numbers. Regardless, if the function is useful and widely used then I should make it as easy to access as possible.

It is interesting to note the figures also illustrate that the Information Search is used a lot less that the People Search. This may be an indication that the site search function is not as useful or reliable as possible. We are continually tuning our search engine and keep an eye on this figure to monitor if usage increases. Of course the smaller usage figure may just mean that my Information Architecture and Navigation is so good and intuitive that users have no need to use the site search! (Yeah right, that's it for sure - I just looked out the window and saw a pig fly by ;).

The image below shows how our Information & People Search fields are formatted. This component is presented in the top right corner of every section of the Intranet.


The following images are snapshots of three different sections of our Intranet and demonstrates how the People & Information search facility remains accessable from wherever the user chooses to navigate to.
As I explained in my opening, this tip may seem obvious to many however I believe it is worth mentioning as simple things are sometimes easily overlooked when managing the design of a large and extensive Intranet site.

5 Tips To Create a Successful IntranetPart One - Solid Branding

There always seems to be a debate on whether to give the Intranet a name or not. From my experience I think it is essential that the Intranet has a name and an individual design that differentiates it from any other company website or information sources. The name along with the design become your Intranet Brand.

Visual components within your design should align with the company or organisational brand but not copy it. Perhaps there is a graphic component, font, colour or shape that is recognisable as part of your corporate identity. This can be used within your Intranet branding. However there should be no risk that an employee can be confused whether they are viewing the Intranet or the external web site.

Your branding should carry on through the entire site. Have standard page designs and style sheets throughout. Use a specific colour palette across the site. Maintain a standard site structure and navigation. Some business sections will want to create their own identity and be seen as individual but you will need manage this and find a way to provide them with some uniqueness while at the same time maintaining the look and feel of the rest Intranet (this can be difficult but can be done).

A successful Intranet brand will:

• Help engage employees and build trust in the Intranet
• Become synonymous with accurate and timely delivery of information (this is a big ask and will take a lot of effort but is an achievable goal)
• Be instantly recognisable

The following example is from an Intranet I managed about 5 years ago called "The Lounge".
The colour palette used was the same as that used in our Corporate Logo. This helped align the site to the organisation without having to have the actual company logo on display. The branding imagery was contemporary and funky without being viewed as inappropriate for the business.

We successfully used cross promotion in other communication channels across the organisation. For example, within printed newsletters, articles would include a line at the end " for more on this story visit The Lounge". On promotional posters where there is usually limited space for great detail the tag "Visit The Lounge for more details" was used to drive people to the intranet for further information.

The Lounge site was a great success and received strong support by the company leadership who were able to recognise its value for staff engagement and its eventual position as the primary communication channel.

As the Intranet Manager of this site I got a great sense of satisfaction when I would overhear conversions like:

Did you read about the new travel policy on The Lounge this morning?
or
Q. Where can I find the Leave Policy?
A. Its on The Lounge

Many may disagree with my thinking but I maintain that a strong Intranet Brand plays an essential part in making your Intranet a success.