The Social Intranet Study 2011 - Prescient DigitalIntranet 2.0 tools are blogs, discussion forums,...

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The Social Intranet Study 2011 Business Turns Social

By: Toby Ward From: Prescient Digital Media Date: December 2011


Contents

INTRODUCTION ................................................................................................................................. 3

EXECUTIVE SUMMARY ....................................................................................................................... 5

KEY FINDINGS .................................................................................................................................... 8

QUESTION NO. 1: INTRANET AGE .............................................................................................................. 8 QUESTION NO. 2: EMPLOYEE ACCESS (INTRANET SIZE) ................................................................................. 9 QUESTION NO. 3: INTRANET USE ............................................................................................................. 10 QUESTION NO. 4: INTRANET FUNCTIONS .................................................................................................. 10 QUESTION NO. 5: TECHNOLOGY .............................................................................................................. 12 QUESTION NO. 6: SOCIAL MEDIA TOOLS .................................................................................................. 13 QUESTION NO. 7: INTRANET 2.0 TOOLS ................................................................................................... 14 QUESTION NO. 8: SOCIAL INTRANET ........................................................................................................ 16 QUESTION NO. 9: DEGREE OF SOCIALITY ................................................................................................... 17 QUESTION NO. 10: WHEN? ................................................................................................................... 18 QUESTION NO. 11: EVALUATION PERIOD .................................................................................................. 19 QUESTION NO. 12: PRODUCTS ................................................................................................................ 20 QUESTION NO. 13: BUDGET ................................................................................................................... 21 QUESTION NO. 14: PURPOSE .................................................................................................................. 22 QUESTION NO. 15: EXECUTIVE CONTRIBUTION .......................................................................................... 23 QUESTION NO. 16: EMPLOYEE CONTRIBUTION .......................................................................................... 24 QUESTION NO. 17: SATISFACTION LEVELS ................................................................................................. 25 QUESTION NO. 18: EMPLOYEE ACCESS ..................................................................................................... 26 QUESTION NO. 19: DEPARTMENT USE ..................................................................................................... 27 QUESTION NO. 20: GOVERNANCE AND STANDARDS ................................................................................... 28 QUESTION NO. 21: ROI ......................................................................................................................... 29 QUESTION NO. 22: UPGRADING TOOLS .................................................................................................... 30 QUESTION NO. 23: DEDICATED STAFF ...................................................................................................... 31 QUESTION NO. 24: PLANNING ................................................................................................................ 32 QUESTION NO. 25: BARRIERS ................................................................................................................. 32 QUESTION NO. 26: INDUSTRY ................................................................................................................. 34 QUESTION NO. 27: REVENUE .................................................................................................................. 35 QUESTION NO. 28: GEOGRAPHY ............................................................................................................. 36

CROSS-TABULATION RESULTS BY INDUSTRY AND SIZE ...................................................................... 37

TECHNOLOGY PLATFORM BY COMPANY SIZE (EMPLOYEES WITH ACCESS) ....................................................... 37 TECHNOLOGY PLATFORM BY INDUSTRY ..................................................................................................... 39 BLOGS BY COMPANY SIZE (EMPLOYEES WITH ACCESS) ................................................................................. 40 WIKIS BY COMPANY SIZE (EMPLOYEES WITH ACCESS) .................................................................................. 41 BLOGS BY INDUSTRY ............................................................................................................................... 41 WIKIS BY INDUSTRY ............................................................................................................................... 42

ABOUT PRESCIENT DIGITAL MEDIA ................................................................................................... 45


Introduction The Social Intranet Study examines social media use on corporate intranets and the magnitude, use, and popularity of social media by employees and executives. The study findings and analysis are based on the survey conducted between late May and early June 2011 by Toby Ward, Prescient Digital Media, in association with the International Association of Business Communicators (IABC). The results reveal rapid adoption of social media on the corporate intranet in the past year. The survey was completed by over 1,401 participants in small, medium and large organizations in all types of industries, from all corners of the globe.

Geographical representation

The majority of organizations are based in North America: 43 percent of organizations are based in the United States. 28 percent of organizations are based in Canada. 15 percent of organizations are based in Europe. The remaining 14 percent of organizations are based in South America, Africa, Asia and beyond.

Intranet size (Employees with access)

The survey sample consists of a diverse range of organization sizes (from fewer than 100 intranet users to more than 100,000): 39 percent of organizations have one to 999 employees (small) with intranet access. 39 percent of organizations have 1,000 to 9,999 employees (medium) with intranet access. 22 percent of organizations have more than 10,000 + employees (large) with intranet access.

Intranet size (Organization revenue)

The survey was completed by a strong, cross-representative sample of small, medium and large organizations with revenues ranging from less than US$1 million to more than US$1 billion. 9 percent of organizations have revenues of less than US$1 million. 58 percent of organizations have revenues between US$1 million and US$1 billion. 33 percent of organizations have revenues of more than US$1 billion.

Intranet maturity

Most organizations have had an intranet for many years: 7 percent of organizations have had an intranet for less than one year. 62 percent of organizations have had an intranet for one to 10 years. 31 percent of organizations have had an intranet for more than 10 years.


Organizations by industry

The 10 most represented industries in the study are as follows (in alphabetical order): Banking Consulting Education Financial services Health care/Medicine Insurance Media Other Telecommunication equipment and services Utility (water/power/energy) For more information

For more information on the Social Intranet Study, or for help identifying, planning and implementing Intranet 2.0 tools, please contact Prescient Digital Media directly via the website www.PrescientDigital.com or by phone at +1 416.926.8800. Note: Percentages may not total 100 due to rounding.

http://www.prescientdigital.com/


Executive Summary Social media tools such as blogs, wikis and other vehicles are present on most corporate intranets: 61 percent have at least one social media tool available to some or all employees. The most popular Intranet 2.0 tools are blogs, discussion forums, instant messaging and wikis.

Most common Intranet 2.0 tools

Of organizations that have at least one Intranet 2.0 tool:

75 percent have intranet blogs; 26 percent have deployed blogs enterprise wide; only 4 percent have no plans or interest in deploying blogs.

65 percent have intranet discussion forums; 26 percent use them enterprise wide; 7 percent have no plans or interest in deploying intranet discussion forums.

63 percent have intranet instant messaging; 44 percent use instant messaging enterprise wide; 16 percent have no plans or interest in intranet instant messaging.

61 percent have intranet wikis; 19 percent use intranet wikis enterprise wide; 12 percent have no plans or interest in deploying intranet wikis.

60 percent have user commenting on their intranets; 32 percent have enterprise wide user commenting on their intranets; 8 percent have no plans or interest in user commenting.

56 percent have intranet RSS; 21 percent use RSS feeds on their intranets enterprise wide; 10 percent have no plans or interest in intranet RSS.

51 percent have intranet tagging; 26 percent use intranet tagging enterprise wide; 12 percent have no plans or interest in intranet tagging.

43 percent have user videos/vlogs; 15 percent have enterprise wide user videos/vlogs; 16 percent have no plans or interest in user videos/vlogs.

43 percent have intranet social networking; 19 percent use social networking enterprise wide; 22 percent have no plans or interest in intranet social networking.

42 percent have microblogging; 18 percent use microblogging enterprise wide; 22 percent have no plans or no interest in microblogging.

39 percent have intranet podcasts; 11 percent use intranet podcasts enterprise wide; 20 percent have no plans or interest in intranet podcasts.

33 percent have photo/video sharing; 15 percent use photo/video sharing enterprise wide; 22 percent have no plans or interest in photo/video sharing.

29 percent have content ratings; 14 percent use content ratings enterprise wide; 24 percent have no plans or interest in intranet content ratings.

23 percent have intranet social bookmarking; 10 percent use social benchmarking enterprise wide; 28 percent have no plans or interest in intranet social benchmarking.

10 percent have intranet mash-ups; 3 percent use mash-ups enterprise wide; 46 percent have no plans or interest in intranet mash-ups.


Technology platforms

Portal solutions (e.g., SharePoint or WebSphere) are the most popular technology platforms. Just over one-third of intranets are powered by a portal solution, while 27 percent of intranets are powered by content management systems (e.g., Sitecore or Ektron). 34 percent of intranets use a portal solution. 27 percent use a content management system. 20 percent use a custom-built solution. 14 percent use a hybrid solution. 4 percent use a social media platform.

SharePoint and other Intranet 2.0 solutions

Microsoft continues to dominate the enterprise collaboration or intranet 2.0 market. For those organizations that have deployed at least one Intranet 2.0 tool, more than half (55 percent) of all organizations have SharePoint (in some shape or form). No other vendor is used in more than 25 percent of organizations (though some organizations use multiple solutions) as seen below: 55 percent of organizations with Intranet 2.0 tools are using Microsoft SharePoint (MOSS) WordPress and Facebook (employee groups) are becoming popular Intranet 2.0 products and

are currently used in 23 percent and 22 percent of organizations with at least one Intranet 2.0 tool, respectively.

Cost of Intranet 2.0

Most organizations spend little or nothing on their enterprise social media tools. Many organizations that implement 2.0 tools spend less than US$10,000. 38 percent have spent less than US$10,000. 34 percent have spent between US$10,000 and US$99,999. 28 percent have spent US$100,000 or more.

Satisfaction

Executives and employees alike are less than thrilled with their enterprise social media. In fact, the initial overall rating on internal employee-only social media (intranet 2.0) is poor, and dangerously low amongst executives: OVERALL: 30 percent of organizations rate their overall satisfaction as good or very good; 26

percent rate these tools as poor or very poor. EMPLOYEES: 28 percent of employees rate their overall satisfaction as good or very good; 31

percent rate these tools as poor or very poor. EXECUTIVES: 28 percent of employees rate their overall satisfaction as good or very good; 35

percent rate these tools as poor or very poor.


Barriers to implementation

Without a proper plan and business case, many organizations will fail to properly implement Intranet 2.0 technologies. Those organizations that don't have 2.0 tools are not getting executive approval to proceed as they don't have a proper plan or business case that convinces senior management of the need. Of organizations that do not have at least one social media tool: 18 percent cite a lack of executive support as the primary barrier to implementation. 18 percent cite other, bigger priorities as the primary barrier to implementation. 12 percent cite lack of IT support as the primary barrier to implementation.


Key Findings

Question No. 1: Intranet Age

How long has your organization had an intranet website (home page)?

Findings

Most organizations have had an intranet for many years. In fact, 70 percent of organizations have had an intranet for more than five years: 7 percent of organizations have had an intranet for less than one year. 39 percent of organizations have had an intranet for more than five years (but less than 10). 31 percent of organizations have had an intranet for more than 10 years.

7%5%

18%

39%

31%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Less than 1 year

1 – 2 years 2 – 5 years 5 – 10 years More than 10 years

1389 responses

Analysis

Most organizations have had an intranet for many years, and those intranet home pages have had at least one or two redesigns. The very few organizations that do not have intranets are badly lagging the rest of the business field when it comes to electronic employee communication and internal business.


Question No. 2: Employee Access (Intranet Size)

How many of your employees have intranet access (total number of employees less those who don’t have intranet access)?

Findings

The survey sample consists of a diverse range of organization sizes (from less than 100 intranet users to more than 50,000): 39 percent of organizations have one to 999 employees with intranet access. 39 percent of organizations have 1,000 to 9,999 employees with intranet access. 22 percent of organizations have 10,000 to 50,000+ employees with intranet access.

13%

26%28%

11%

15%

7%

0%

5%

10%

15%

20%

25%

30%

Less than 100 employees

100 – 999 employees

1,000 – 4,999 employees

5,000 – 9,999 employees

10,000 –50,000

employees

More than 50,000

1,389 responses


Question No. 3: Intranet Use

How many unique visitors does your main site have per month?

Findings

Nearly half of the respondent organizations don't know how often employees are using the intranet. Of those that do measure traffic, the intranet is generally not well used: 39 percent of organizations don't know the user traffic of their intranet. 20 percent have fewer than 100 unique visitors per month. 18 percent have more than 10,000 unique visitors per month. Only 2 percent have more than one million unique visitors a month.

20%

23%

12%

4%

1% 1%

39%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

100s 1,000s 10,000s 100,000s 1,000,000s 10,000,000s Don’t know

1376 responses

Analysis

An employee can only register a unique visit once per day, even if they visit the intranet more than once, to a maximum of 30 unique visits per month (30 day month). The findings therefore show that intranet usage is still quite low, if not abysmal. For example, a look at the cross-tabulation of organizations finds that nearly half of all respondents from organizations with 50,000 or more employees measure their monthly unique visitors (fewer than 10,000) per month. If only half of all employees at a 10,000 person organization went to the intranet every day, that alone would register 150,000 unique visits alone (not counting the traffic of the other half).


Question No. 4: Intranet Functions

What does your intranet offer? Check all that apply.

Traditional corporate communication information dominates most intranets: 96 percent of intranets have communication information such as news and policies. 86 percent have company information such as organizational charts, company vision, values,

etc. 82 percent have employee directories. 81 percent feature standards and compliance information. Only 70 percent have HR applications. Despite the importance of sales to the organization, only 16 percent have sales management

features.

Findings

96%

86%82% 81%

70% 69%64%

54% 51%45%

35%30% 28%

16% 15%

7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Co

mm

un

ication

(ne

ws, p

olicie

s, b

ulle

tins)

Co

mp

any in

form

ation

(org ch

art, d

ep

artme

nts, visio

n, valu

es, e

tc.)

Ph

on

e d

irecto

ry (em

plo

yee

dire

ctory)

Stand

ards/co

mp

liance

HR

app

lication

s (be

ne

fits, vacation

p

lann

er, e

tc.)

Edu

cation

/trainin

g

Team

/de

partm

en

t/grou

p site

s

Transactio

n ap

plicatio

ns (tim

esh

ee

t, e

xpe

nse

s, etc.)

Sche

du

ling/cale

nd

ars

Co

llabo

ration

& sh

aring

Bu

sine

ss pro

cess m

anage

me

nt

Pro

ject su

pp

ort

Pe

rson

alization

/ custo

mizatio

n

Sales m

anage

me

nt

Mo

bile

access

Oth

er, P

lease

Spe

cify

Analysis

Most intranets continue to focus on static content, while high-value tools and applications relating to sales, HR and business processes continue to take a backseat. Collaboration and sharing tools (found in 45 percent of organizations), such as Intranet 2.0 products, are examined in later questions.


Question No. 5: Technology

What type of technology powers your main intranet?

Findings

Portal solutions (e.g., SharePoint or WebSphere) are the most popular technology platforms. Just over one-third of intranets are powered by a portal solution; 27 percent of intranets are powered by content management systems (e.g., Interwoven or Ektron).

34 percent of intranets use a portal solution. 27 percent use a content management system. 20 percent use a custom-built solution. 14 percent use a hybrid solution. 4 percent use a social media platform.

34%

27%

20%

14%

4%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Portal solution (e.g.

SharePoint or

WebSphere)

Content management system (CMS)

(e.g. Interwoven or

Ektron)

Custom built solution (e.g.

HTML or PHP)

Hybrid solution (multiple solutions)

Social media platform (e.g. WordPress or

SocialText)

1,369 responses

Analysis

As shown in the cross-tabulation findings, the industry and size of the organization are two factors that play a significant role in determining which technology platform will power an organization’s intranet.


Question No. 6: Social Media Tools

Does your intranet have at least one social media tool (blog, wiki, instant messaging, etc.) available to at least a portion of your employee population (including pilots or tests, or tools limited only to a work group)?

Findings

61 percent of organizations have at least one social media tool on the intranet. 39 percent of organizations do not have any social media tools on the intranet (to their

knowledge).

1401 responses

Respondents who answered “No” skipped to Question 24

Analysis

Surprisingly, only 61 percent of organizations that participated in the survey have Intranet 2.0 tools, down from 87 percent from last year’s survey. This discrepancy can likely be explained by the fact that many corporate communicators participated in this year’s survey and do not have the depth of knowledge about corporate applications held by IT professionals who are more likely to know about smaller, isolated deployments of social media tools (last year’s survey had a much higher response rate from IT professionals). Organizations that haven’t adopted such tools are now in the minority and are flirting with disaster and the “global talent crunch” —the fight for young, talented individuals to replace the rapidly aging and retiring baby boomers.


Question No. 7: Intranet 2.0 Tools

Which of the following Intranet 2.0 tools are being used at your organization?

Findings

Of organizations that have at least one Intranet 2.0 tool:

75 percent have intranet blogs; 26 percent have deployed blogs enterprise wide; 4 percent have no plans or interest in deploying blogs.

65 percent have intranet discussion forums; 26 percent have deployed intranet discussion forums enterprise wide; 7 percent have no plans or interest in intranet discussion forums.

63 percent have intranet instant messaging; 44 percent use instant messaging on their intranets enterprise wide; 16 percent have no plans or interest in deploying instant messaging on their intranets.

61 percent have intranet wikis; 19 percent use intranet wikis enterprise wide; 12 percent have no plans or interest in intranet wikis.

60 percent have intranet user commenting; 32 percent have deployed intranet user commenting enterprise wide; 8 percent have no plans or interest in intranet user commenting.

56 percent have intranet RSS; 21 percent use intranet RSS enterprise wide; 10 percent have no plans or interest in intranet RSS.

51 percent have intranet tagging; 26 percent use intranet tagging enterprise wide; 12 percent have no plans or interest in deploying intranet tagging.

43 percent have user videos/vlogs; 15 percent have deployed videos/vlogs enterprise wide; 16 percent have no plans or interest in videos/vlogs.

43 percent have intranet social networking; 19 percent use intranet social networking enterprise wide; 22 percent have no plans or interest in intranet social networking.

42 percent have microblogging; 18 percent use intranet microblogging enterprise wide; 22 percent have no plans or no interest in microblogging.

39 percent have intranet podcasts; 11 percent us intranet podcasts enterprise wide; 20 percent have no plans or interest in intranet podcasts.

33 percent have photo/video sharing; 15 percent use photo/video sharing enterprise wide; 22 percent have no plans or interest in photo/video sharing.

29 percent have content ratings; 14 percent use intranet content ratings enterprise wide; 24 percent have no plans or interest in deploying content ratings on their intranets.

23 percent have intranet social bookmarking; 10 percent use intranet social bookmarking enterprise wide; 28 percent have no plans or interest in intranet social bookmarking.

10 percent have intranet mash-ups; 3 percent use intranet mash-ups enterprise wide; 46 percent have no plans or interest in intranet mash-ups.


Analysis

The data clearly shows that intranet blogs, discussion forums, instant messaging and wikis are becoming commonplace in organizations that have deployed social media on their intranet. Social networking (employee networking) is increasingly popular and on the rise, and is present in 43 percent or organizations that have at least one social media tool (up nearly 15 percent from the previous year’s survey). As the technology that powers intranets continues to improve, intranet vlogs and video-sharing will become more popular.


Question No. 8: Social Intranet

A social intranet is defined as “An intranet that features multiple social media tools for most or all employees to use as collaboration vehicles for sharing knowledge with other employees. A social intranet may feature blogs, wikis, discussion forums, social networking, or a combination of these or any other social media tool with at least some or limited exposure on the main intranet or portal home page.” Does your organization have a social intranet?

Findings

Based on the above definition, of those organizations that have at least one social media tool on their intranet: 55 percent consider their intranets to be social intranets. 45 percent do not consider their intranets to be social intranets.

838 responses

Analysis

Many organizations that have at least one social media tool on their intranet claim to have a true social intranet. A social intranet requires wide participation, or at minimum, opportunity for participation, by most or all employees with intranet access, and includes a few tools such as blogs, wikis and user comments. More advanced social intranets may incorporate multimedia, user-tagging, and social networking that are integrated into multiple channels, including user profiles (such as the feature set produced by Microsoft SharePoint 2010 or Lotus Connections). Social intranet basics include:

Multiple social media tools. Open opportunity to use social media tools for most or all employees with intranet access. Access to social media tools from the intranet home page.


Question No. 9: Degree of Sociality

What stage or degree of “social” is your intranet; how “social" is your intranet?

Findings

Many social intranets are still in their infancy and feature only one or two social media tools: 47 percent of organizations have one or two Intranet 2.0 tools, but no enterprise wide use. 39 percent have some enterprise use of limited social media tools. 14 percent have a full social intranet, with enterprise use of many social media tools.

835 responses

Analysis

Many organizations are still in the early stages of developing a social intranet. Essential steps to turning an elementary social intranet into a full social intranet include:

1. Developing an overarching plan (purpose, objectives, goals, KPIs, cost-benefit analysis). 2. Developing an intranet governance model (if you don’t have an explicit, documented governance model for the

overall intranet, you’re going nowhere fast). 3. Developing a social media policy (who can do what, when, how, and the rules for doing so). 4. Obtaining executive sponsorship (ensure you have a senior executive in your corner to help promote your new tools). 5. Picking the right technology (ensure the technology solutions are based on the aforementioned plans and business

requirements, not knee-jerk intuition). 6. Developing a communication (change management) plan (promotes these tools by email, newsletter, the intranet

home page, and buzz marketing activities). 7. Creating active conversations (lead and promote the conversation with topical posts—e.g., new blog post or wiki—

that are well targeted and promoted to potential subject matter experts and keeners). Most organizations jump right to step five or simply settle for the out-of-the-box, base solutions that come with SharePoint, and ignore the requisite planning and absolutely critical change management.


Question No. 10: When?

When did your organization introduce its first Intranet 2.0 tool?

Findings

Intranet 2.0 tools are still very new: 24 percent of organizations have had their Intranet 2.0 tools for less than a year. 39 percent have had their Intranet 2.0 tools for one to two years. 30 percent have had their Intranet 2.0 tools for two to five years. Only 7 percent of organizations have had their Intranet 2.0 tools for more than five years.

24%

39%

30%

5%2%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Less than 1 year 1 – 2 years 2 – 5 years 5 – 8 years More than 8 years

818 responses

Analysis

While first-mover advantage is gone for most organizations considering Intranet 2.0 tools, very few organizations have had 2.0 tools long enough to perfect their use, or to achieve a critical-mass of acceptance and use by employees. Only 37 percent of organizations have had social media tools on their intranet for more than two years.


Question No. 11: Evaluation Period

How much time did you take to evaluate different Intranet 2.0 tools?

Findings

8 percent of organizations took less than one month to evaluate their Intranet 2.0 tools. 17 percent of organizations took one to four months to evaluate their Intranet 2.0 tools. 13 percent of organizations took four to eight months to evaluate their Intranet 2.0 tools. 13 percent of organizations took eight to 12 months to evaluate their Intranet 2.0 tools. 13 percent of organizations took more than 12 months to evaluate their Intranet 2.0 tools. 36 percent of organizations do not know how long their organization evaluated its Intranet 2.0

tools.

8%

17%

13% 13% 13%

36%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Less than 1 month

1 – 4 months 4 – 8 months 8 – 12 months More than 12 months

Don’t Know

828 responses

Analysis

More than one-third of organizations don’t know how much time or if any time was spent evaluating social media software before purchase and/or implementation. Sadly, this is par for the course: Most organizations don’t properly evaluate and select technology, they are sold their technology. It is important for any organization to evaluate and choose the right technology and tools according to its business and functional requirements, rather than be sold a tool or piece of technology. An evaluation period (including the requirements gathering and building the evaluation criteria) of two to four months per technology solution is considered best practice.


Question No. 12: Products

What Intranet 2.0 product(s) do you use? Check all that apply.

Findings

One product stands above all other vendor solutions used to power Intranet 2.0 tools: SharePoint. 55 percent of organizations with Intranet 2.0 tools are using Microsoft SharePoint (MOSS). WordPress and Facebook (employee groups) are becoming popular Intranet 2.0 products and

are currently used in 23 percent and 22 percent of organizations with at least one social media tool.

55%

23% 22% 20%

10% 9% 9% 7% 7%4% 4% 3% 3% 3% 2% 1% 1% 1% 1% 1% 1% 1% 0% 0% 0%

22%

0%

10%

20%

30%

40%

50%

60%

ShareP

oin

t (MO

SS)

Wo

rdP

ress

Facebook (private, for …

Google Sites (private, for …

Blogger

Lotus Connections

MediaW

iki

Drupal

IBM

Web

Sphere

Atlassian

Co

nflu

ence

Ning

Aw

areness

Jive Clearsp

ace

New

sgator Social Sites

Oracle W

ebcenter

IGLO

O

Mo

vable Typ

e

PB W

orks

SocialCast

SocialText

ThoughtFarmer

Teligent

Lithium

MindTouch

Traction

Other, Please Specify

Analysis

SharePoint clearly continues to dominate all other technologies. About half of all companies have deployed SharePoint in some shape or form, and many are using it as the defector platform for wikis, blogs, or integrating third-party plug-ins that work in connection with MOSS. Free and open-source services such as Face book, Word Press and Blogger are also well used, but other commercial vendors, particularly dedicated social media software vendors (e.g., SocialText, MindTouch, etc.) have very little market share.


Question No. 13: Budget

What was the total budget (in U.S. dollars) for your Intranet 2.0 tools (license and installation)?

Findings

The cost of entry for most Intranet 2.0 tools is very minimal, if not free: 38 percent have spent less than US$10,000. 34 percent have spent between US$10,000 and US$99,999. 28 percent have spent US$100,000 or more.

38%

14%

10% 10% 9% 8% 9%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Under $10,000 $10,000 -$24,999

$25,000 -$49,999

$50,000 -$99,999

$100,000 -$199,999

$200,000 -$500,000

More than $500,000

649 responses

Analysis

Intranet 2.0 tools are still cheap. Wikis and blogs are comparatively inexpensive to implement, and many organizations use open-source solutions like WordPress and MediaWiki or the tools that come bundled in SharePoint, their respective CMS, or portal solution. Solutions for content tagging, social networking, and mash-ups tend to be more expensive and complex, and are less common in organizations (despite the significant growth of the latter two in the past year). Many organizations start with open-source or bundled components as pilots before making a decision to invest in more robust solutions.


Question No. 14: Purpose

For what reasons did you implement Intranet 2.0 tools? Check all that apply.

Findings

The leading need or reason behind Intranet 2.0 implementations is employee collaboration, followed closely by employee engagement: 78 percent of organizations cite “employee collaboration” as a key reason. 75 percent of organizations cite “employee engagement” as a key reason. 66 percent of organizations cite “knowledge management” as a key reason. 51 percent of organizations cite “team/department sites” as a key reason.

78% 75%

66%

51%46%

22%17% 16% 15% 13%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Analysis

Not surprisingly, most organizations have deployed 2.0 tools as a means of improving employee collaboration and engagement. Knowledge management is also a priority, but closely related to the above employee priorities (if not one in the same). It’s worth noting that cost savings or generating revenue from social media are not a priority for most organizations. And rather than being driven from the top down, the executive role is often an afterthought with employees being the priority for most deployments.


Question No. 15: Executive Contribution

How often do executives contribute content in their own words (or by their own hand) to a blog, podcast or other Intranet 2.0 tool?

Findings

For those organizations that have internal social media, about half (53 percent) have active executive contributors (writers). Only 28 percent of executives contribute to Intranet 2.0 tools on a weekly basis or more

frequently. 53 percent of organizations with social media have executives that contribute at least once per

month.

2% 4%7%

15%

25%

47%

0%5%

10%15%20%25%30%35%40%45%50%

More than once a day

Daily Multiple days per week

Weekly Monthly Rarely / Never

804 responses

Analysis

Executives are not contributing to Intranet 2.0 tools as frequently as employees, but they are engaged and involved in leading organizations. While more and more executives are approving Intranet 2.0 tools, they themselves are infrequent contributors. Almost half of executives rarely or never contribute to Intranet 2.0 tools.


Question No. 16: Employee Contribution

How often do employees contribute content in their own words (or by their own hand) to a blog, podcast or other Intranet 2.0 tool?

Findings

Employees contribute more frequently to Intranet 2.0 tools than executives: 58 percent of employees contribute to Intranet 2.0 tools on a weekly basis or more frequently. 28 percent of employees rarely or never contribute to Intranet 2.0 tools.

12%15% 14%

17%14%

28%

0%

5%

10%

15%

20%

25%

30%

More than once a day

Daily Multiple days per week

Weekly Monthly Rarely / Never

810 responses

Analysis

Not unlike the Web 2.0 trailblazers, most contributions to Intranet 2.0 tools are from the ground up, by end users (employees). More employees (albeit a small number) are contributing content to Intranet 2.0 tools on a daily basis or multiple times per day. Employee contributions to Intranet 2.0 tools will continue to grow dramatically in the next year.


Question No. 17: Satisfaction Levels

Please rate your satisfaction with your organization’s Intranet 2.0 tools with respect to the following:

Findings

A small percentage of organizations rate their Intranet 2.0 tools as good or very good: 35 percent of organizations rate their Intranet 2.0 tools’ ease of use as good or very good. 36 percent of organizations rate their Intranet 2.0 tools’ quality of content as good or very

good. 33 percent of organizations rate their Intranet 2.0 tools’ functionality as good or very good. 28 percent of organizations rate employees’ satisfaction with Intranet 2.0 tools as good or very

good. 28 percent of organizations rate executives’ satisfaction with Intranet 2.0 tools as good or very

good. 30 percent of organizations rate their overall satisfaction with their Intranet 2.0 tools as good

very good.

Analysis

Satisfaction levels with internal social media are quite poor. In fact, the executive response to these Intranet 2.0 tools is dangerously low. If your executives aren’t happy, and your users aren’t happy, your social media efforts are failing. Too many organizations are relying on out-of-the-box SharePoint and free, open source solutions, with little thought or execution on the needs and requirements of the organization and its users. Technology is only one-third of the equation; a successful intranet requires two-thirds people and process (in fact, technology is really only an enabler, but when it’s poorly deployed, it works poorly for all). Change management is tantamount to success: Social media will only work where properly deployed with the requisite education, communication and promotion. It is not enough to merely build it and hope “they will come.”


Question No. 18: Employee Access

Can any employee use or contribute content via Intranet 2.0 tools?

Findings

Most organizations allow any employee to contribute via Intranet 2.0 tools. 68 percent allow any employee use or contribute to Intranet 2.0 tools. 32 percent do not allow any (every) employee use or contribute to Intranet 2.0 tools.

810 responses

Analysis

Many organizations allow employees to contribute content to Intranet 2.0 tools, but with stipulations (e.g., only on team sites, after being approved by an editor, etc.).


Question No. 19: Department Use

Which groups/departments are regular content contributors? Check all that apply.

Findings

Not surprisingly, communication staff are the biggest social media contributors, followed closely by HR, marketing and IT: 79 percent of organizations with Intranet 2.0 tools have communication staff as regular

contributors. 57 percent of organizations have HR staff as regular contributors. 51 percent of organizations have marketing staff as regular contributors. 49 percent of organizations have IT staff as regular contributors.

79%

57%51% 49%

28% 27% 26% 22% 18% 17% 13%

0%10%20%30%40%50%60%70%80%90%

Analysis

The natural born writers in communication are still the most frequent contributors to Intranet 2.0 tools (also due to the fact that they are, like HR, marketing and IT, early adopters and may have purchased or overseen the deployment of these tools). Note that among these organizations, 26 percent have executives that contribute content “regularly,” which could, in some organizations, be defined as including only monthly contributions.


Question No. 20: Governance and Standards

Does your organization have user content governance, standards or policies?

Findings

Most organizations have user content governance, standards or policies. 78 percent of organizations have user content governance, standards or policies. 22 percent of organizations do not have user content governance, standards or policies.

808 responses

Analysis

Despite the high percentage of organizations that have policies for internal social media, some organizations reported a range of issues concerning their content governance, standards and policies. Some respondents felt their organizations’ policies were either too vague or too strict, or that their organization had a policy but did not effectively enforce it.


Question No. 21: ROI

Have you measured the return on investment (ROI) of any of your Intranet 2.0 tools?

Findings

The vast majority of organizations don't measure the ROI of their Intranet 2.0 tools: 86 percent of organizations do not measure ROI for Intranet 2.0 tools. Only 14 percent of organizations measure the ROI of their Intranet 2.0 tools.

791 responses

Analysis

This comes as no shock as the majority of organizations (less than 10 percent according to Prescient Digital Media's Intranet ROI Study, originally published in 2005) do not measure the ROI of an intranet, let alone Intranet 2.0 tools. Regardless, there are numerous case study examples (see case studies for Placemaking, Sabre, and others on www.IntranetBlog.com) that demonstrate measurable ROI. However, most organizations do not know how to measure ROI or where to begin. Recommended reading includes Finding ROI: Measuring the Value of Intranet Investments.

http://www.intranetblog.com/

http://www.prescientdigital.com/articles/finding-roi-white-paper?searchterm=finding+roi


Question No. 22: Upgrading Tools

Do you plan on replacing/reassessing your Intranet 2.0 tools in the near future?

Findings

Nearly two-thirds (57 percent ) of participating organizations are looking to replace or reassess their Intranet 2.0 tools in the next year; only 30 percent have no plans to replace the tools: 27 percent plan to replace these tools within six months. 30 percent plan to replace them in six months to a year. 9 percent plan to replace them in one to two years. 3 percent plan to replace them in two to three years. 30 percent have no plans to replace or reassess their Intranet 2.0 tools.

27%

30%

9%

3%

30%

0%

5%

10%

15%

20%

25%

30%

35%

Yes, within 6 months Yes, within 1 year Yes, within 2 years Yes, within 3 years No current plans to replace/reassess

802 responses

Analysis

If they follow through with their plans, 57 percent of organizations will have new Intranet 2.0 tools within the next year. Many organizations that use the tools still use the overly-simplistic tools bundled in SharePoint, their CMS, or open-source solutions that are not very robust, and look and respond like first-generation software solutions.


Question No. 23: Dedicated Staff

How many full-time, dedicated staff members manage your intranet and associated tools?

Findings

The vast majority of organizations have only a small dedicated staff to manage the intranet and associated tools (including Intranet 2.0 tools): 28 percent of organizations have only a single person dedicated to managing the intranet. 46 percent of organizations have a small group of two to five staff dedicated to managing the

intranet. 26 percent of organizations have more than six employees managing the intranet.

28%

46%

12%

6% 5% 3%

0%

10%

20%

30%

40%

50%

1 2 to 5 6 to 10 11 to 20 21 to 100 More than 100

799 responses

Analysis

Some organizations, such as IBM or Cisco, have expanded intranet teams that number in the hundreds of individuals, an exception to the rule where most live with one or two dedicated intranet managers. Intranet 2.0 tools usually are owned by the intranet manager/owner, which is almost always in the corporate communications (sometimes under the HR umbrella) or IT/systems groups.


Question No. 24: Planning

Are you currently considering or planning for social media?

Findings

82 percent of organizations without Intranet 2.0 tools are currently planning for social media. 18 percent of organizations without Intranet 2.0 have no plans for social media.

541 responses

Analysis

While 39 percent of organizations do not have a single Intranet 2.0 tool, the data is promising as it shows that many of these organizations understand the value of Intranet 2.0 tools and are at least planning to obtain them in the future.


Question No. 25: Barriers

What do you feel is the greatest challenge or barrier to implementing Intranet 2.0 tools?

Findings

Of organizations that do not have any Intranet 2.0 tools: 18 percent cite lack of executive support as the primary barrier to implementation. 18 percent cite other, bigger priorities preventing them from implementation. 12 percent cite lack of IT support preventing them from implementation.

18% 18%

12%

10% 10%9% 9%

8%7%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

545 responses

Analysis

Organizations are hitting several roadblocks when it comes to implementing Intranet 2.0 tools: Most originate in the C-suite. Without a proper plan and business case, many organizations will fail to properly acquire and implement Intranet 2.0 technologies. Those organizations that don't have 2.0 tools will have immense challenges garnering executive approval to proceed, as they don't have a proper plan or business case that convinces senior management of the need. Business cases need not always have hard ROI and other dollar-driven targets, but a clear need must be established. Each business case should cite employee needs (research) and external benchmarks and comparisons (competitive and industry benchmarks are preferred).


Question No. 26: Industry

What industry/sector is your organization in?

Findings

The survey sample is a strong, cross-representative sample of industry in the Western world, with no industry accounting for more than 10 percent of the sample size. The most represented industry in the survey is health care/medicine, followed by consulting,

financial services and education.

9%8% 8%

6% 6% 6%4%

3% 3%

22%

0%

5%

10%

15%

20%

25%

1,391 responses


Question No. 27: Revenue

What is your organization’s annual revenue in U.S. dollars?

Findings

The survey was completed by a strong, cross-representative sample of small, medium and large organizations with revenues ranging from less than US$1 million to more than US $1 billion. 9 percent of organizations have revenues of less than US$1 million. 58 percent of organizations have revenues between US$1 million and US$1 billion. 33 percent of organizations have revenues of more than US$1 billion.

9%12%

17%

7%10%

12%

33%

0%

5%

10%

15%

20%

25%

30%

35%

Under $1 million

$1-10M $10-100M $100-200M$200-500M $500M -$1Billion

More than $1Billion

1,269 responses


Question No. 28: Geography

What is the geographic location of your organization’s head office?

Findings

The majority of organizations are based in North America: 43 percent of organizations are based in the United States. 28 percent of organizations are based in Canada. 15 percent of organizations are based in Europe. The remaining 14 percent of organizations are based in South America, Africa, Asia and beyond.

43%

28%

15%

8%

1% 1% 1% 1% 1% 0% 0% 1%0%5%

10%15%20%25%30%35%40%45%50%

1,361 responses


Cross-Tabulation Results by Industry and Size Cross-tabulation results reveal the distribution of two or more variables (e.g., results by organization size or industry). Cross-tabulated results are presented for a number of variables, but for the sake of brevity, only a few variables have been analyzed in this section. More in-depth cross-tab results by geography, revenue and other variables are available by request (contact Prescient Digital Media at 416.926.8800 or via the website at www.PrescientDigital.com). The 10 most represented industries in the survey are as follows: Banking Consulting Education Financial services Health care/Medicine Insurance Media Other Telecommunication equipment and services Utility (water/power/energy)

Note: Respondents who did not provide answers to both questions have been omitted from the results.



Technology

Technology Platform by Company Size (Employees with Access)

The following chart shows the most commonly used intranet technology platforms in small, medium and large organizations.

Findings Custom-built and social media solutions are more common in smaller organizations and less

prevalent in larger organizations where portal and hybrid solutions are more common. Content management systems are most commonly found in medium to large organizations with

1,000 to 50,000 employees.


Technology Platform by Industry The following chart shows the most commonly used intranet technology platforms in 10 different industries.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Custom built solution (e.g. HTML or PHP)

Social media platform (e.g. WordPress or SocialText)

Hybrid solution (multiple solutions)

Portal solution (e.g. SharePoint or WebSphere)

Content management system (CMS) (e.g. Interwoven or Ektron)

Findings Content management systems are most commonly used in the education and health

care/medicine industries. Hybrid solutions are most commonly used in the insurance industry. Custom-built solutions are also most commonly used in the insurance industry. Social media platforms are still in their infancy, but are most commonly used in the consulting

and media industries, and virtually nonexistent in the banking, insurance and utilities industries.


Intranet 2.0 Tools

Blogs by Company Size (Employees with access) The following chart shows blog deployment in various sizes of organizations:

Findings Enterprise blog use is mostly consistent regardless of size, though most prevalent in medium to

large organizations, and least prevalent in both the largest enterprises and smallest organizations.

Those organizations that have the least interest and/or no plans in blogs are the smallest to medium-size organizations.


Wikis by Company Size (Employees with access) The following chart shows wiki deployment in various sizes of organizations:

Findings The size of organization most likely to deploy wikis (in some capacity) are the medium to large

organizations. Those organizations that have the least interest and/or no plans in wikis are the smallest to

medium-size organizations.


Blogs by Industry The following chart shows blog deployment in 10 industries:

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Enterprise use

Some, limited use

Not yet, but have plans

None, but considering options

No plans & no interest

Findings Blog deployment is remarkably consistent across all industries, with media and banking leading

the parade.


Wikis by Industry The following chart shows wiki deployment in 10 different industries:

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Enterprise use

Some, limited use

Not yet, but have plans

None, but considering options

No plans & no interest

Findings The industry that most commonly deploys wikis throughout the enterprise is consulting,

followed by media and “other” industries. The industry that least commonly deploys blogs throughout the enterprise is education,

followed by banking and utilities.


Recommendations Successful deployment and use of Intranet 2.0 tools begins with proper planning, engaged and supportive executives, and participatory employees:

Leadership: Senior management must set the tone; executives must lead the dialogue,

control the message and actively promote social media.

Plan: Planning is essential for success; develop a plan that is based on a thorough assessment

and contains key performance indicators (KPIs).

Benchmark: Understand the ingredients of a good blog, wiki or podcast; watch and cherry-

pick from the leaders.

Engage: Gather input and feedback from employees early in the planning process; act quickly

on necessary changes.

Governance: Every tool needs an owner and supporting policies (terms of use) to govern use

and writing.

Technology: Don't be sold a solution, evaluate and select a 2.0 solution based on business

requirements and needs (evaluate several solutions via an RFP process).

Refresh: Keep your content and tools relevant and fresh, and ensure they cross-promote your

latest products, services, and key communications and HR messages.

Monitor: Ensure you’re aware of which external 2.0 websites are popular, how they work,

and what users like/dislike about the features.

Measure: Document the link between social media and the business and develop a set of

performance metrics with baselines that are regularly measured. Finally, consider an Intranet 2.0 undertaking as evolution not revolution. There’s no need to solve everything on your first attempt; test and pilot solutions and enhance as necessary before trying to conquer the world.


About Prescient Digital Media Prescient Digital Media is a veteran web and intranet consulting firm with 10 years of rich history. We provide strategic Internet and intranet consulting, planning and communications services to many Fortune 500 and big brand clients, as well as small and medium-sized leaders. We treat each client as unique; we listen to their needs, goals and challenges; understand a client's requirements and potential; and deliver highly effective and innovative website and intranet plans, designs and solutions. Prescient was founded in 2001 by Toby Ward with the premise that the corporate website and intranet have business value, and should be planned and executed accordingly. Internet and intranet business consulting was and remains our focus today. First and foremost, we are business management consultants that have a superb knowledge of the technology, but we are technology neutral.

Prescient plans and builds highly effective websites and intranets that… Are demonstrably better than the competition. Secure stakeholder engagement and support management objectives. Deliver measurable value by increasing business results and employee productivity.

Prescient’s web and intranet experience is wide-ranging and includes, for example: Planning, launching and managing all aspects of a consumer portal with more than 55 million

hits per year; Transforming an existing intranet (SMB) into a high-powered business system with a two-year

ROI of 700% ($1.5 million); and Transforming an enterprise’s intranet and website into highly functional, user-friendly portals

that prior to a redesign scored benchmarked ratings of 4 out of 10, and now score better than 8 out of 10, with many accolades from management and customers alike.

Prescient’s focus includes the assessment, planning, technology selection, content and launch of intranets, websites, and web-based tools for:

Health and life sciences Financial services Energy Government

Prescient services for intranet, Internet and e-Health include: Analysis (evaluation, business requirements, user research, benchmarking) Planning (strategic planning, functional specifications, information architecture) Technology (platform and application evaluation, selection, and implementation) Implementation (design, integration, content, tools) Marketing (communications, content management, operation, marketing, SEO)


Our clients include:

For more information or to contact the author: Toby Ward 416.986.2226 [email protected] www.PrescientDigital.com

mailto:[email protected]


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