kartic kapur & sava politis

Where is it? Designing an intranet where information finds you!

Sava Politis

Kartic Kapur

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Presentation Overview

?Why Santos had to redevelop their Intranet

?Solutions that were developed

?Examples of tasks undertaken

?Demo

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Did you know?

4.5 hours spent searching for documents per week

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Santos – A brief history

?Leading Oil and Gas Producer for more than 50 years

?ASX Top 30 company

?2400 employees. Over 4000 staff, including contractors

?Offices in Adelaide (HQ), Brisbane, and Asia Pacific

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Intranet History

WHY ?

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The Problems

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Lack of Governance

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Lack of Governance – Use Case

Hi Kate!My team would like to reuse the IS Policy that you developed 2 years ago.

Could you point us in the right direction?

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Lack of Governance – Use Case

Hi Greg,To be honest, I can’t remember which team site I uploaded it to.

Try searching for ‘IS Governance’ on the Intranet.

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Lack of Governance – Use Case

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Lack of Governance – Use Case

Frustrated, less productive user

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Inadequate Search Functionality

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Inadequate Search functionality

“Google Instant search... reduces the average search time by two to five seconds”

guardian.co.uk (2010)

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Inadequate Search functionality

Outdated Results

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Inadequate Search functionality

Search relevance not intuitive.

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Misaligned Information Culture

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Misaligned Information Culture

? ‘Putability’ vs. ‘Findability’? Network-drive mentality

SharePoint

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Misaligned Information Culture

SharePoint

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Misaligned Information Culture

• Information stored and updated via email opposed

to Intranet?Attachment culture vs. hyperlink culture

?No single Source of Truth

CAN WE FIX IT ?

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The Solution

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IM Framework

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IM Framework

Managed Metadata Security Open for All

Ownership of ContentControlled Site Provisioning

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Training

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Training

Publisher training Lunch n Learn

Refresher courses

Training videos

Proactive Support

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Navigation

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Navigation

Forget organisational hierarchy

People are looking for topics not teams

Hierarchies Change

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Navigation

?‘Card Sorting’ exercise

Latest News

Career Planning

Oracle

Communities

DrillingVision

statement

Announcements

Performance Review

Travel Booking

Policies

Engineering

Company Profile

Events

Induction

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Navigation

?‘Card Sorting’ exercise

Latest News

Our BusinessWork and Career

Career Planning Oracle

ToolsHome Knowledge

Communities Drilling

About Santos

Visionstatement

Announcements

Performance Review

Travel Booking Policies Engineering

Company Profile

Events Induction

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Navigation

?Advantages- Appreciation of enormity and importance of task- Helped forge relationship with business users- Made users feel responsible for their content

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Navigation

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Search

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Search

Word and PowerPoint Slideshow

Contextual Search

Best Bets

?Important to involve users?Provide feedback mechanism

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Business Engagement

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Business Engagement

Endorsement from CEO

?Recorded a video to share with whole company

Business Managers

?Introduce the concepts

?Set expectations on ownership and effort required

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Business Engagement

?Understand business and technology

?Liaison between business and IT

Change Champion

How??Formalise role

?Regular meetingsWho?

?Responsible for coordinating content creation and migration

?Ongoing improvements

What?

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Business Engagement

Workshops

Content Structure Structure

Collection

Migration (parties)

•Shop front window•Not based on team structure

•Consistent Layout•Structure Content

•Train them•Help them•Provide extra hands for busy users

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Business Engagement – Culture

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Keywords

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Keywords

Information ‘pull’ model similar to targeted online advertising

Source: http://www.news.com.au

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Mapping the solution

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Mapping the solution

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Mapping the solution

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Mapping the solution

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Lessons Learnt

?Don’t reinvent the wheel, reengineer it.

?Communication is key – internal AND external

?A good Intranet is the marriage of culture, content and technology.

?Provide adequate training- users take ownership and therefore require less support

?Keywords centrally managed

?Align marketing material with the corporate culture

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Demo

Stop! …Demo time