7 Signs Your Intranet is Failing (...And How to Fix It!)
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You started out with the best of intentions. Then things started to go wrong. You wanted to deploy an intranet solution to improve communication and collaboration. You had dreams of engaged employees easily sharing and managing their content. But then things started to go wrong. If your intranet is failing, it's likely that your intentions were sound, but your expectations were unrealistic. In this webinar Daniel Cohen-Dumani, founder and CEO of Portal Solutions and OneWindow Workplace, tells us about the 7 Signs Your Intranet is Failing (...And How to Fix It). We discussed: - The seven signs of a failing intranet - Using the right tool(s) for your organization's needs - Governance planning - Setting goals and measuring ROI - The overwhelming importance of having a plan
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7 Signs Your Intranet is Failing (...And How to Fix It!)
- 1. 7 Signs Your Intranet is Failing (...And How to Fix It!) Presented by Daniel Cohen-Dumani
- 2. Housekeeping Webinar is being recorded 45 minute session 15 minute Q&A session at the end Slides and recording will be available after the session Send in your questions! Type your questions in the Go-to-Webinar Question Box on the right side. We will answer questions live at the end of the presentation. You will receive a survey after the webinar, please provide feedback!
- 3. Daniel Cohen-Dumani FOUNDER AND CEO, PORTAL SOLUTIONS @dcohendumani Blogger: SME for Portal Solutions and OneWindow Digital Workplace Today Blog Areas of Interest: Portal and Collaboration, Productivity and Efficiencies “A passion for Simplicity and Speed to Market” Our Speakers
- 4. Session Learning Objectives The seven signs of a failing intranet Using the right tool(s) for your organization's needs Governance planning Setting goals and measuring ROI The overwhelming importance of having a plan
- 5. Poll How many Intranet Redesigns/Rebuilds have you experienced over the past 10 years? • 1 • 2 • 3 • 4 • Don’t know
- 6. Intranet Lifecycle 0 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 Content Usability New Intranet Redesign Redesign
- 7. ‘The volume of content held in an intranet and the usability of the intranet are inversely proportionate. When content grows usability inevitably decreases and vice versa.’
- 8. 7 Signs Your Intranet Is Failing
- 10. 1. Adoption Is Dropping Usage Is Decreasing Users are Complaining Your Leadership and Some Users Don’t Know There is an Intranet
- 11. 2. Collaboration Is Failing Your Intranet Is Just a Dumping Ground for Content Collaboration Happens Outside (Email, IM, Other Systems) Users Can't Find What They Need
- 12. 3. Content Discovery Features are Inadequate Your Search Engine Returns Too Many Irrelevant Results Users Can’t Find What They Need, They Keep Asking Questions!
- 13. 4. Your Intranet Is Difficult to Update It Takes Days, Not Minutes to Update Content and Features on Your Intranet Outdated Information
- 14. 5. Your Platform Is Outdated or Costly to Maintain Have You Looked at the Cost of Your platform, and Is It Time for an Upgrade?
- 15. 6. You are Wasting Money on Third-Party Resources You Have a Large Team of Developers and Technical Resources Required to Maintain Your Intranet
- 16. 7. Your IT Team Wants to Keep Control Intranet Should Be Dynamic and Constantly Updated Your Organization should Promote Grass-Roots Content Updates
- 17. So, How Do You Fix This? Ensure you define your objectives Plan for constant adoption and measure Design an intranet that is engaging, constantly updated and leverage the latest trends and technology advancements Ensure your intranet can scale when content surge Promote Discovery vs. Navigation Enable modern conversations and social features
- 18. Use the Right Tool for Your Organization’s Needs Group Conversations Document repository Communication workspaces Collaboration workspaces Content discovery News updates and stories People and team org charts Application catalogs Forms and workflows Presence and peer to peer communications
- 19. What Are the Key Factors in Keeping an Intranet Sustainable? • Establish what the intranet is for. • Be realistic in what you can do. • Establish a roadmap for continuous improvement for your intranet • Always look to the long term and avoid short term gains that cannot be sustained • Manage content centrally, decentralized where it makes sense • Adopt the “lean” techniques
- 20. A Good Governance Plan Strategy Ownership Roles and Responsibilities Policies and Guidelines Feedback Support Training
- 22. Setting Goals and Objectives
- 23. Don’t Mix Goals and Objectives
- 24. Sample Goals Replace email as the only means of communication Reduce time to produce reports and proposals Improve ability to staff to contribute content Improve content findability and discovery Improve company effectiveness Provide the most current and accurate information
- 25. Sample Objectives To reduce the number of mass distribution emails by 50% by providing a reliable standard source for current and up to date information Improve the employee engagement baseline metric on email volume – Decrease the use of email so that 25% of employees feel it is manageable To increase employee engagement and participation in news commenting and stories update To automate the 10 most used forms and processes To reduce employee attrition by 10%
- 26. Poll Do you measure or have you measured your Return on Investment? • Yes • No • Don’t know • What is ROI?
- 27. ROI – Sample Metrics 22% increase in employee engagement Increase in colleague satisfaction to 97% across frontline staff Staff-generated ideas delivering in excess of $1M avoided costs per year 60% reduction in internally distributed campaign material delivering approximately $1M cost benefit in 2013 Link your ROI to Business Benefits and Outcomes
- 28. The Importance of Intranet Planning • Identify Key Stakeholders • Needs Analysis • Strategic Impact • Organizational Issues and Roadblocks Research • Strategic Initiatives • Tactical Initiatives • Metrics for Measurements Recommendations Company Strategy
- 29. The Importance of Intranet Planning A few tips - Keep your project small and allow for flexibility and changes - Manage expectations; users tend to become cynical and the intranet team will get discouraged. Small projects are easier to manager and ensure greater success - Sustainability is also important. Don’t satisfy yourself with short term improvement, aim for the long term. Don’t claim victory after a few months, instead continue with iterative improvement and ensure Usability and Performance are maintained - Keep a few simple metrics
- 30. Final Thoughts - If you feel like your intranet is failing (check the 7 signs), it is time to act - Don’t view your intranet project as yet another technology project - Define your goals, objectives and governance - Aim for smaller improvement with constant iterative lean releases - Put your approach in question, look at options (Build, Buy or Hybrid) - Constantly measure usability, usage and learn from this. Without a few metrics you can’t measure improvement
- 31. Q&A
- 32. Thank you. Learn more about intranet trends: http://www.onewindowapp.com/blog Next Steps See if a ready to go intranet is right for your organization. Yes, I’d like to find out. http://www.onewindowapp.com/contact
Notas del editor
- Let me quickly go over some housekeeping. This webinar is being recorded, it should last about 45 minutes with a 15 minute Q&A session at the end The slides and webinar recording will be emailed to all registrants after the session. If you have questions, please send them in anytime during the webinar and we will answer at the end. Okay, great, let’s get started. I’d like to introduce Jill Hannemann, Director of Advisory Services at Portal Solutions. Jill, would you share a little bit about yourself?
- I have been thinking about this concept for quite a while. A few years back, I was sitting with a customer about to start doing some research about the company needs to establish their needs and wants. I started talking to one stakeholder whose stopped me and said, I’ve been with the organization for 15 years and this is the third time we are going thru this exercise. The previous three times the projects had hardly gotten off the ground before they plummeted to the earth in flames. I could see in his smile that he thought this new attempt would fail as well. And you know what? He was right. We put together a great intranet design but when we were done no-one was appointed to take over and, although it is still use today (so I hear) it’s like an old house slowly falling to bits, it might give you shelter when you’re desperate, but it’s just going to get more and more dilapidated over time. This started me thinking about intranets lifecycles and what happened to them over time. Staff who have been in an organization for some years have seen it all before – - The soaring hopes for a new intranet which, after a few years, fall grievously injured to the ground - The re-design that gives the intranet the kiss of life before another inevitable crash The content clear outs that make the intranet more user friendly until the content builds up again into another plate of information spaghetti So looking at the chart you can see that – When bright and shiny new the intranet has a small content set and high usability levels. It works like a dream and you ask everyone to bring their content so that you can populate the intranet and everyone can share its benefits Only problem is that over time they keep giving content but hardly anyone is taking content away so the content set grows and grows and usability levels fall to the point where people start saying ‘something must be done!’ And it is. A re-design is commissioned. The intranet is re-organized and a lot of obsolete content is removed. Once again the content set is small, though not as small as at the very beginning, and usability is quite good. Only problem is no-one has addressed the problem that caused the re-design so it just happens all over again Yes the content grows, choking the intranet, and it is decreed that a content clear out is required…
- First Law of Intranet introduced by Patrick Walsh in 2011 ‘The volume of content held in an intranet and the usability of the intranet are inversely proportionate. When content grows usability inevitably decreases and vice versa.’ This is logical, the more content the more the system needs to be redesigned Jenny prompt Daniel about the signs
- File sharing, employee contact information, and company news all in one location. It seemed like the perfect solution for businesses looking to keep employees in the knowledge loop. Unfortunately the result was much different. Files aren’t being shared, no one can find what they need, and the entire company is even less engaged. Sound familiar?
- Do you have a search engine
- Outdated information. Even if people get in the habit of adding content, very few get around to removing stale content. Documents like phone-lists are often repeatedly added while the originals stay in the folder. The result is numerous iterations of the same file with varying dates.
- Lack of ownership. It may have been your IT guru who set up the intranet, but their role often has no further involvement or ownership over content. Ownership often defaults to HR or Communication roles, but they don’t always have the usability expertise to maintain the platform.
- I met with a prospect a few months ago, they stated they have been developing this intranet for over a year now and had a team of 2 developers constantly adding new features; they stated it takes weeks to add new piece of content and functionality
- While someone may argue that content should be centrally maintained, the best intranet at the one that promotes delegated administration. If your IT Team wants to keep in control, you have a problem!!!!! Jenny to prompt Daniel
- What are the goals of your intranet, what are you trying to solve?
- What are the goals of your intranet, what are you trying to solve?
- What are the goals of your intranet, what are you trying to solve? 1. Where intranets try to be everything to everyone with limited resources they are ensuring their own failure 2. Doing a few key things really well is always better than doing a lot of things badly Jenny to prompt Daniel about Governance
- A good governance plan will mitigate failure Don’t’ be fool but Governance itself won’t Governance is about Change Management
- There are 100s of governance plan template for intranet (specifically around SharePoint and Office 365) Contact us and we will share a template with you
- Goals are critical and measure them
- Goals are tactical, objectives are strategic Goals are usually project oriented, what and how are we going to do it Objectives are strategic and should be measurable
- A good governance plan will mitigate failure Don’t’ be fool but Governance itself won’t Governance is about Change Management
- Tie your ROI to Business Benefits and outcomes
- Keep your project small Make sure you do some research
- A good governance plan will mitigate failure Don’t’ be fool but Governance itself won’t Governance is about Change Management Jenny to prompt Daniel