PRESENTED BY ANDREW WRIGHT & STEPHAN SCHILLERWEIN

3rd March 2010

Worldwide Intranet Challenge

Agenda

Who are we?

What is the Worldwide Intranet Challenge (WIC)?

What does the WIC measure?

What qualities do effective intranets have?

Case studies

How do you get involved?

Who are we?

Andrew Wright Managing Director of CIBA Solutions Specialising in intranet projects since

2000 Worked with MOSS 2007, IBM Websphere,

SAP Portal, Lotus Notes Completed intranet projects for over 20

organisations Regular intranet blogger:

http://cibasolutions.typepad.com Initiated the Worldwide Intranet Challenge

(WIC) Masters in Information Systems

Engineering Average chess player!

LinkedIn Profile: http://au.linkedin.com/in/andrewjwright01

Twitter @roojwright

Stephan Schillerwein Head of Research at Infocentric Research Specialising in information management,

online communications and intranets, since 1997

Former Intranet Manager at media and telecommunication corporations; Regional Director at the Intranet Benchmarking Forum; Intranet Consultant, ...

Irregular intranet blogger: http://intranet-matters.de/

WIC-Partner for the German speaking countries (and – for the moment – also beyond)

Probably the only person in Switzerland living in the mountains and not skiing!

LinkedIn Profile:http://www.linkedin.com/in/stephanschillerwein

Twitter@IntranetMatters

What is the Worldwide Intranet Challenge?

A web based intranet survey completed by intranet end users

1) Companies register 2) Receive a link 3) Staff complete survey

Participating organisations receive two reports: one showing all feedback from their own staff about their intranet, a benchmark report comparing this feedback with other organisations

Organisations use this information to improve their intranet

Leading intranet organisations provide case studies

"It was very useful and I would recommend it to any intranet manager." - Margherita Buoso, European Space Agency

Organisations participate to…

Benchmark before-and-after an intranet re-design

Obtain support & evidence for an intranet business case

Obtain feedback about a new intranet redesign

Help prioritise intranet improvement initiatives

Help motivate the intranet team

Compare their intranet with other organisations

Gain an understanding of best practice

Participation – from 1st April, 2009

Over 11,000 intranet user responses (800 hours)Available in 7 languages – others being added32 organisations and growing quicklyOrganisations from 12 different countriesPartner network available to help worldwide

"extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe, Lloyds Register

Who has participated so far?

Adecco (Australia) ArcelorMittal Arup Australian Unity Ball Corporation BL Group (Russia) CVS Caremark Delaware North (Australia) Delta Dental of Michigan, Ohio &

Indiana Eaton Corporation Ernst & Young European Space Agency EVVA-Werk GmbH & Co. KG Ferring Pharmaceuticals Lloyds Register

Lonely Planet Publications March of Dimes National Fire Protection

Association Pershing LLC Philadelphia Fed Ros Business Consulting (Russia) St. Luke's Episcopal Health System Standard Life (Canada) Standard Life (UK) Statistics Estonia The Unlimited World Tube Lines WOLF THEISS Wyeth Wyeth (MENA)

Participant Demographics

What does the WIC measure?

Business ProcessesWork instructions, procedures, processes, workflow

KnowledgeManagementDocument management,content management, search, informationarchitecture, tagging of content

CollaborationStaff directories, discussion forums, team rooms, document management, content management

New ideas & ImprovementsDiscussion forums, onlinesuggestions

Data &ApplicationsApplication directory, Intranet lists, front endaccess to corporate data (eg. SAP, Oracle)

EmployeeEngagementNews, wikis, blogs, communications

Change ManagementAlerts, news items, page updates, training

EnvironmentProcess automation, Telecommuting, Webinars, less printing

How well do you know your end users?

Come on down.....

I can find the information I need on the intranet

Information on the intranet is easy to readI can personalise the intranetFind instructions for completing work tasksNews about our organisation/industryThe intranet is always availableContent on the intranet is up-to-date

Qualities that end users value (1 of 6)

Qualities that end users value (2 of 6)

Qualities that end users value (3 of 6)

Qualities that end users value (4 of 6)

Qualities that end users value (5 of 6)

Qualities that end users value (6 of 6)

And the winner is...

1. Find instructions for completing work tasks (0.472)

2. News about our organisation/industry (0.468)3. Information on the intranet is easy to read

(0.421)4. The intranet is always available (0.337)5. I can find the information I need on the

intranet (0.160)6. Content on the intranet is up-to-date (0.143)7. I can personalise the intranet (-0.031)

What does it all mean?

A valuable intranet is one that helps staff ‘do’ things

Courtesy of Step Two design/James Robertson

Gerry McGovern on intranets

“It can help staff carry out tasks faster. It has that potential, but it

is a potential that is not being realized in most intranets

because of a lack of focus on the tasks and the staff who need to

carry out the tasks”

http://www.gerrymcgovern.com/nt/2010/nt-2010-02-22-People-problem.htmGerry is the founder and CEO of Customer Carewords. He is widely regarded as the worldwide

authority on increasing web satisfaction by managing customer tasks

How can I make my intranet more valuable?

Build an intranet that helps staff complete tasks

Use online forms to automate tasksProvide up-to-date and current newsWrite for the web – keep it simpleProvide mobile and off-site accessEnsure that the intranet is always availableMake it easy for people to find information

Case Studies

BL Group (Russia) – completing business tasks, search & information for new starters

AGL – completing business tasksEVVA-Werk GmbH & Co – home pageWyeth/Pfizer MENA – stakeholder

engagement & trainingArup – discussion forumsRos Business Consulting – templates, up-to-

date content

Case Study – BL Group (Russia)

Ranked number 1 in the following questions: The intranet search helps me find the information I need Complete common work tasks such as applying for leave or

booking travel Publish content Online or printable (eg. Word) forms Templates A repository of re-usable documents Reports or dashboards Information for new starters

Ranked number 3: Instructions for completing work tasks

Tips from the BL Group

Instructions for completing work tasks Perform analysis of routine tasks that the staff most often

completes in intranet. Use online forms where possible

Search: Identify what tasks the intranet must support Make this information easy to find

Information for new starters Create a specific section for new starters Work with all departments to identify all required

information Do not try to create a false impression of the company

Case Study - EVVA-Werk GmbH & Co

Ranked number 1 in the questions: I like the intranet homepage Information on the intranet is easy to read The intranet has a consistent page layout Content is labelled with an owner I can find the information I need on the intranet I know where I am in the intranet hierarchy Content on the intranet is accurate Content on the intranet is up-to-date

Home page tips - EVVA-Werk GmbH & Co

The intranet is the only channel on which current information for a wider audience is available

Typically 2-3 news items per week. People don’t feel flooded nor does the homepage look stale.

Good mix of information spanning: News, Information about new employees, Employees leaving the company, Small advertisements and Useful “Quick Links” to the most important content and

applications

Tips from EVVA-Werk GmbH & Co

On consistency – provide a standard page template for authors

Labelling content – ensure all pages have a named owner, preferably a person rather than a team

Finding information: Keep the amount of content manageable Invest in usability testing Ask employees for feedback

Content accuracy and currency: Review and update content regularly Use workflows for certain types of content

Case Study - Wyeth/Pfizer MENA

Ranked number 1 overallRanked number 1 in the questions

I like the look and feel of the intranet Provide feedback or comments about intranet content Training (eg. manuals, online training) Access to business applications I have received training on using the intranet Ease of finding information

Tips from Wyeth/Pfizer MENA

Gain management support Coordinated marketing

plan Maximize the value of the

homepage ‘Have your say’ - feedback Produce Regular Content MENA Discussion Board E-mail links to intranet Run surveys Promote via the business

Monitor usage statistics Review intranet content Rewrite key content Mentor intranet authors Build relationships with

other teams Support strategic projects Build team skills and

knowledge

The importance of ‘buy-in’

Case Study - Arup

Number 1 ranked for: Discuss work topics (eg. using discussion forums or

blogs)

Tips from Arup

Create a culture of information sharingStart as soon as you canEnable users to receive discussion messages

via emailMake it easy to subscribe to the forumProvide subscription optionsAllow users to post their messages to

multiple forumsSearch function for discussion content

How discussion posts are emailed

Case Study – Ros Business Consulting

Ranked 1 for: Pages on the intranet load quickly

Ranked 2 for: A repository of re-usable documents Information for new starters Content on the intranet is up-to-date

Ranked 3 for: I can find the information I need on the intranet The intranet menus help me find the information I need I know where I am in the intranet hierarchy Templates

Tips from Ros Business Consulting

Templates: Know what templates are needed for work processes run well Provide quick access to these templates – ie. the homepage Provide procedures and instructions for every template Identify who owns each template (for maintenance ) Let people know when you update the templates Obtain continuous feedback from the end users

Up-to-date content: Develop a publishing schedule Intranet must be live, not only be a repository of documents

and source of official information Regular content updating increases the level of attention and

trust to the information by end users

Case Studies

AGL Case Study: Build a Task Based Intranethttp://cibasolutions.typepad.com/wic/2009/09/building-a-task-based-intranet-using-sharepoint-agl-case-study.html

Link to WIC Members site: Other case studieshttp://cibasolutions.sharepointsite.net/wicmembers/default.aspx

How does the WIC work again?

1. Register for the WIC

2. Employees complete the survey

3. Monitor feedback in real time over the internet

4. Receive the survey benchmark report (best intranets listed on Solutions web site)

5. Build an action plan, implement and then re-measure

Recap

Spoke about the WIC, what it is, what it measures

Identified the qualities of a valuable intranetAn intranet needs to help staff complete tasksShowed some case studies of successful

intranetsDescribed how you can benchmark your

intranet

Thank you

To participate in the WIC: http://www.cibasolutions.com.au/Registration.htm

"extremely useful results for validation of development plan and to support engagement and change management." - Dominic Chiappe (Business Consultant), Lloyds Register

"It was very useful and I would recommend it to any intranet manager." - Margherita Buoso (Online Communication Officer), European Space Agency

"I think the questionnaire is really useful for many organizations." - Christian Burger (Intranet Manager), WOLF THEISS

"This survey is a good idea and will allow us to benchmark ourselves against other companies. We have already started to use the survey feedback to make improvements." - Barbara Peters (Information Management Consultant), Wyeth

"Perfect timing for us... we will be reusing this again after we have launched phase two of our intranet roll-out project" - Matt Shepherd (Communications and Marketing), Adecco Group Australia