Creating A Measurable Intranet Strategy Prescient Digital Media

Creating a Measurable Creating a Measurable Intranet StrategyIntranet Strategy

Presented by

Carmine Porco, Prescient Digital Media

About Prescient

• Consultants that provide strategic Internet and intranet consulting, planning and communications services to organizations of all sizes.

Agenda

• Importance of an Intranet Strategy• Research Techniques• Creating Measurable Goals for your

Strategy• PNC Case Study• Q&A

Questions to consider

• Does your intranet have a plan?• Does it have goals / objectives to measure

against?• What metrics or KPIs are valued by senior

management?• Is there anyone that has the experience and

can impartially plan your intranet (cutting through all the internal politics)?

Strategy provides direction

Vision

OBJECTIVES GOALS

Tactics

Strategy

• Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat.

- Sun Tzu

Measurable Objectives

• If you don’t have specific objectives, how do you know if and when you are successful?

Research Research TechniquesTechniques

Tools for measurement

ActivitiesActivities MeasurementMeasurement

1 Metrics Quantitative

2 Audience Analysis Qualitative User Feedback

3 ROI Quantitative

4 Heuristic Evaluation Quantitative

5 Benchmarking Quantitative Research

1. Key Metrics

• Unique visitors• Page views• Originating pages• Departing pages• Minutes per page• Average user session (time on site)• Click stream analysis• Hits (How Idiots Track Success)

• Excellent for deeply examining design and content issues uncovered during a survey

• Highly valuable qualitative feedback, low quantitative value• Closed group sessions with 8 – 10 users• Sessions no longer than 1.5 – 2 hours• An experienced moderator is mandatory• Separate groups in separate cities• Segment user groups (18-25, males, etc.)

2. Audience Analysis: Focus Groups

• Five to 10 users• 8 to 10 tasks

o 4 - 5 common taskso 4 - 5 client specific tasks

• 1 hour per testing sessiono 30 to 45 minutes for testingo 15 minutes for test write up

Analysis• Timing (drop longest & shortest time)• Scoring (drop the highest and lowest score)• Comments by testers• Findings

2. Audience Analysis: Usability Testing

2. Audience Analysis: Surveys

2. Most trusted source of info (IBM )

2. IBM W3

Source: IBM, Liam Cleaver,

Transforming our workplace:enabling

collaboration in a complex organisation

2. Other critical measures (IBM)

• 80% IBM employees visit w3 at least once per day

• 68% view the intranet as crucial to their jobs• 52% are more satisfied to be an IBM

employee because of information obtained on w3

2. Microsoft Intranet

Source: Microsoft.com http://

technet.microsoft.com/Cc184928.image003(en-

us,TechNet.10).gif

2. MSWeb Saves Time

• One-third of respondents (33%) agree completely that MSWeb saves them time while 27% agree completely that it has helped to improve their productivity (8 or 9 on a nine-point scale).

3. ROI – Intranet Benefits

• Hard Costs• Sales• Productivity• Competitiveness• Application Access• Infrastructure• Collaboration• Time to Market• Customer Service• Human Resources

3. Sodexho intranet sales leads

3. Sales lead form

3. Sales benefits

• Has increased leads by more than 100%.• $90 million dollars US in sales volume

o One easy-to-access company-wide program.o Promotes lead exchange across business

segments / breaks down silos.o Reduces administrative effort, leads get to sales

executives more quickly for action.

3. British Telecom Ideas Jar

• BT Ideas encourages staff to be submit ideas online • Implemented ideas pay out rewards• Approx. 10% of ideas are implemented

• 10% of the savings up to a maximum of £30,000• BT paid out £400,000 (about US$700,000) to

employees last year

• Saved £100m (US$173 million) over 4 years

www.PrescientDigital.com

3. Finding ROI

4. Heuristic Evaluation - Site Assessment

• Six evaluation categories:o Content (25%)o Planning & Resources (25%)o Usability & Information Architecture (12.5%)o Design & Layout (12.5%)o Tools & Innovation (12.5%)o Search & Find-ability (12.5%)

4. Site Assessment

• Comprehensive review of siteo Click through drill downo Each main area of navigation

• Analysis

• Synopsis of each category with of site attributes

• Scoring out of 10 for each area• Screen examples of key corrections needed• Summary of findings

4. Site Assessment

4. Evaluation Scores

Overall Score: 1 2 3 3.6 4 5 6 7 8 9 10

5. Benchmarking

• 3-5 leading or competitor intranets are compared againsto Similar size organizationso Same or comparable industryo Top 10 or clear innovators

• Each site is scored according to the same evaluation criteria

• Score comparison and benchmarking provide a qualitative and quantitative gap analysis

5. Benchmarking - Comparison

Design & Layout

IA & Usability Content

Search & Find-ability

Tools & Innovation

Planning & Resources Overall

Client 2 2 2 4 5 4 3.6

benchmark1 4 2 4 4 4 4 3.7

benchmark2 4 3 6 8 8 6 6.16

benchmark 3 5 5 4 7 8 5 6.16

Developing a Developing a Measurable Measurable

Intranet StrategyIntranet Strategy

Strategy Methodology

• Develop:o Vision and Mission Statemento Goalso Objectiveso Key performance indicators (KPIs)o Governance model

Engaging stakeholders

• Online survey based on S.W.O.T. & organization’s strategic directives

• Stakeholders craft or vote on possible mission statements, objectives & goals

• Use workshop as a forum for building consensuso 3 - 4 hourso 6 - 8 stakeholders

Strategic planning survey

Goals & Objectives - Definitions

• Goalso Qualitativeo Something worked toward, or striven foro Something toward which effort is directed

• Objectiveso Quantitativeo The finish lineo End result of an endeavor/efforto SMART

Specific, Measurable, Attainable, Realistic, Time Defined

S T R I C T L Y C O N F I D E N T I A L 37

Sample Goals

• To improve process & efficiencies.• To improve employee collaboration.• To improve organizational effectiveness.• To increase compliance with policies and procedures.

o To improve data security.

• To improve employee engagement.o To improve overall communication.

• To provide the most current, accurate information.• To improve employee understanding of strategic

directions.

Sample Objectives• To reduce the number of mass distribution emails by 50% by providing a reliable

standard source for up-to-date information.• Reduce the employee engagement baseline metric on “email and phone volume”

o Decrease the use of email so that 20% more employees feel it is manageable (53% feel it is manageable; 45% feel that email is “more than necessary” and “far too much”, combined)

• To increase employee engagement (e.g. the 53% moderately engaged and the 9% with low engagement) by 10% overall.

• To increase engagement and organizational understanding by increasing readership of the Home Page News by 25%.

• To automate the top 20 most used forms and processes.• Increase employee rating of intranet from 4.1 to 7.5

Strategic Key Performance Indicators

Time/ Growth

Maximized:•Site Access•Culture & Adoption •Site Analytics (Views & Use)

High level maintenance:•Content

Level off maintenance:•IT Resources

PNC Financial Services Group PNC Financial Services Group Case StudyCase Study

Quantifying Your Intranet’s Effectiveness

Alexis Southard-Wray

Getting started

• Do you have a strategy?oCollect and analyze user inputoConduct SWOT analysisoDevelop a Mission/Vision for your siteoCreate Measurable Goals and ObjectivesoRegularly (every 6 months) review goalsoCelebrate success

Upcoming Prescient events:

• Intranet 2.0 - J. Boye Conferences USA 09, Philadelphia, PA, from May 05, 2009 to May 07, 2009. Toby Ward and Jed Cawthorne• Social Media for Government: How to engage your employees by using the latest web 2.0 technologies to drive communications results. Ottawa, Ontario, from May 11, 2009 to May 14, 2009. Carmine Porco• 2nd Annual Onboarding Talent Seminar, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario, from May 25, 2009 to May 26, 2009. Carmine Porco• Delivering a high-performing intranet: The reality in successfully implementing your intranet plan, May 28th with Cathy McKnight• Innovative E-HR, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario,, from June 18, 2009 to June 19, 2009. Carmine Porco• Intranet 2.0 – Learnings from Europe - KMWorld 09, San Jose, California, from November 17, 2009 to November 19, 2009, Toby Ward• Other Upcoming Webinar topics: Intranet Search, Governance, Intranet Deployment, WCMS and Implementing Executive & Employee Blogs

Carmine PorcoGeneral Manager & V.P.Prescient Digital Media

cporco@prescientdigital.comwww.PrescientDigital.comwww.IntranetBlog.comwww.Facebook.com (search “Intranet Global Forum”)www.Twitter.com/intranet2416.986.8800

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Creating A Measurable Intranet Strategy Prescient Digital Media

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