People and the Intranet

©2023 Prescient Digital Media. All Rights Reserved.
PEOPLE AND THE INTRANET
The Importance of People to Leading Intranets

THE INTRANET EXPERTS
22 Years of Experience & Expertise

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TOBY WARD
Founder, Prescient Digital Media

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•
…
‘
2001 2005 2011
Expanded client base
across North America
and Europe.
Growth
Expanded solutions for the
entire Digital Workplace.
Digital Workplace
Founded in Toronto.
Start
Full implementation services,
and SharePoint expertise.
Implementation
Focus on assessment, planning,
governance of intranets.
Intranets
22 years of intranets
Multiple awards including the prestigious
Webby & Golden Quill Awards.
Awards
2018
Expansion into the US
& Western Canada
Virtual Office

From Concept to Live
End-to-End Services
• User experience design
• Information architecture
• Dynamic wireframes
• Navigation flows
• Taxonomies
Design
• Stakeholder engagement
• Focus groups
• User surveys
• Content analysis
• Technology assessment
Assessment
• Development
• Configuration
• Integration
• Content migration
• Desktop, mobile.
• Customization
Implementation
• Strategic plan
• Solution roadmap
• Engagement plan
• Governance model
• Content management
• Blueprint / Roadmap
Planning
• Content creation
• Operations management
• Change management
• Analytics
• Search optimization.
Operations
Listen. Understand. Deliver.

Clients

• “It’s old.”
• “It’s terrible.”
• “I can’t find anything.”
• “I mostly use email.”
Typical Intranet 7

Think About… 2
• Does everyone know who owns the intranet?
• Do you have detailed content policies?
• Can anyone publish or submit content for review?
• Does all content have an expiry date?

Nexus of Intranet Success

People = Success
People

EXECUTIVE CHAMPION

• C-level executive
• Funding, budget
• The champion should have power and influence
• Understands the value of the intranet & the potential
• Only attend an occasional meeting
Executive Champion

• What do your executives value?
• ROI?
• Employee engagement?
• Customer / employee satisfaction?
• User productivity?
• Awareness / Message retention?
• Productivity benefits?
Talk Their Talk 14

GOVERNANCE MODEL

• Decentralized (most common in larger orgs.)
• No single owner
• Organic growth, often leads to site sprawl
• Centralized (more common in small orgs.)
• Single owner (usually department)
• Highly controlled
Traditional Governance 16

• Collaborative / Federated
• Steering committee / council
• Decentralized content ownership; centralized platform
• Centralized Hybrid
• Single owner (usually department) & committee
• Decentralized content ownership; centralized platform
Modern Governance 18

CENTRALIZED, HYBRID GOVERNANCE

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Centralized Hybrid 21

Example – Centralized Hybrid
• Champions: Chief Operating Officer, CIO
• Owner: SVP, Internal Communications
• Steering Committee:
• Representation from: IT, HR, Internal Communications, Europe,
USA, UK
• Members must be representative of the global organization
• Editor-in-Chief: Employee Communications

Day-to-day Management
• Home page, corporate content & news owned by Editor-In-
Chief
• Training of the content owners done by IT
• Content owners adhere to standardization policy & ensure
their content is:
• Up to date
• Written in web format

Owner
• Maintains the intranet vision & mandate
• Manages policy development
• Approves project prioritization
• Monitors performance against objectives
• Allocates resources and budgets

PROCESS NOT A PROJECT

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User Research
Surveys, Focus Groups, Usability Testing

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Focus Groups
Story telling, content priorities, design concepts
Scrolling? Social?
Technology
What are most used, missing?
Tools
Preferred navigation: search vs
clicking vs site map vs index
Navigation
How much color vs white space?
Design
What should be on the home
page vs internal?
Layout
What do people want, expect?
Content

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Business Requirements
Six to Twelve Management Interviews
Strengths
What works well, what should be
kept, and enhanced
Weaknesses
What works poorly, and should be
eliminated or completely redesigned
Opportunities
Biggest opportunities for improvement
and focus in the next iteration
Threats
Those threats or barriers to success
that must be directly addressed

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Business Requirements Analysis
6-12 Stakeholder Interviews

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STAKEHOLDERS
INTRANET OWNERS
& MANAGEMENT
EMPLOYEES
THE TARGET
AUDIENCE
Formal Scoring
Rating scores
5.8
3.5
EXPERT
PRESCIENT’S
FORMAL SCORING
3.8

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The intranet ownership & management model; structure including the
ownership team, the decision-making process, roles & responsibilities, & policy.
Decision-making process for
home real estate, new sites, etc.
Ownership & Management
Management Process
Content management to
taxonomy to social media policy.
Policies
Committees to content owner
roles and rules.
Roles & Responsibilities
Executive champions to content
owner and editor(s).
Ownership Model
Governance
Ownership
Policy
Management
Governance
Structure + Policies

GOVERNANCE IS INDEPENDENT
OF TECHNOLOGY

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Governance Model
Hybrid, collaborative model

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Content Management
Review, refresh and retiring old
content
Managing
Define & document the necessary
policies including taxonomy
Policies
Publishing requisites and process
Publishing
Define & document the relevant
types of content & templates
Types & Templates
Content creation and
management
Creating
Define roles and responsibilities
for all involved with content
Roles & Responsibilities
Content Management Planning

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Content Management Plan

“People are more important than technology
to the consistent management of content
and functionality on the intranet,”
Ray Scippa, Publications Director for ConocoPhillips

ConocoPhillips Intranet
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©
ConocoPhillips.
Contents
are
material,
non-public,
confidential
&
proprietary.
Unauthorized
distribution
or
distribution
prohibited.

ZERO FTE STAFF

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Decentralized Content
Intranet + Podcasting + Magazine
Four communicators provide content (part-time); two on-call IT
people; regional communicators submit some content; anyone in
the company can contribute & submit
Only part-time staff
Four to six podcasts are produced every month with a
microphone plugged into a laptop; podcasts have 40-50%
higher views than news.
Podcasting
11,000 + Users
© ConocoPhillips. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
9,000+ employees, 2000+ contractors, spread across 14
locations throughout the world

“No one works full-time on the intranet,”
Ray Scippa, Publications Director for ConocoPhillips

Questions
Use panel on right to submit a question
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Intranet Insight Newsletter
PrescientDigital.com
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IntranetGlobalForum.com
Last Year’s Conference – Full Video Replay
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www.PrescientDigital.com 416.926.8800 toby@prescientdigital.com

People and the Intranet

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