creating successful intranets
DESCRIPTION
This presentation was originally delivered in three parts at the SharePoint Evolutions conference in London, 15th April 2013. It was designed for a business audience - project leads and decision makers responsible for delivering intranet projectsTRANSCRIPT
Sharon [email protected]
CREATINGSUCCESSFUL INTRANETS
@joiningdots
Decisions that determine outcomes
‘Read Me First’ text
This presentation was originally delivered in three parts at the SharePoint Evolutions conference held in London, 15th – 17th April 2013
The target audience was project leads and decision makers responsible for delivering an Intranet. The content was focused on strategic directions and choices to consider. This is not a technical or design presentation though some elements are discussed at a high level
This version has been modified for viewing on Slideshare. Some content has been removed or adjusted due formatting limitations. And some notes have been added to (obviously, not by a long way) make up for the lack of a presenter
Usual disclaimers: All registered trademarks, logos, images and product names referred to herein are the property of their respective owners
@joiningdots #SPEVO13
There are three essential elements for a project to be successful:
1. A problem to solve
2. Commitment to change
3. Sufficient resources
Missing just one means failure is likely. It’s not unknown for intranet projects
to lack all three…
Purpose
What problem will an intranet solve?
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Define ‘intranet’
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For many, it starts out as a broadcast medium for
communications
Publishing news, sharing formal content, viewing reports
…the state of the company
Define ‘intranet’
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It becomes the place to find stuff
Searching for documents, bookmarking or tagging to
make it easier to find next time
…the individual perspective
Define ‘intranet’
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The focus may shift to productivity
Completing tasks, submitting forms, requesting approval
…getting things done
Define ‘intranet’
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And move beyond information
Finding people, seeking advice, sharing knowledge, conversing
…creating ideas
Define ‘intranet’
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Know what problem you are trying to solve! (in this project)
A parody for an example. Creating a ‘social intranet’ will fail if you don’t know what business problem you are solving. Watch the video
at https://www.youtube.com/watch?v=fT-eXw7Xsjo
Create a shared vision
180,000 ‘Knowledge Workers’
40,000 new hires per year
Average global workforce age: 27
“Everything that is not fully dynamic is simply too slow to support our business any longer”
- Beat Lechti, PWC
@joiningdots #SPEVO13
A better example - PwC Switzerlandhttp
://intranet-matters.de/2013/01/18/spark-taking-collaboration-and-corporate-social-networking-to-a-new-level-at-pwc
/
What are the benefits?
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Source: Matt Beighton, Flickrhttp://www.flickr.com/photos/mattbeighton/8103496331/
What changes and who benefits?
…beware just shedding an old skin
What are the trade-offs?
@joiningdots #SPEVO13
Be honest about the trade-offs. What
demands are being placed on peoples’ time, budgets and effort to realise the
vision?
Not just to deliver, but going forward once a
new intranet is in place
How much?
Budget versus Requirements
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What comes first?
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Do you detail the requirements first and then cost them, or set the budget and figure out how many requirements you can deliver?
Intranets are like gardens
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You can do as little or as much as you want at the start, depending on
how much you’ve got to spend initially. It’s not a discrete ‘one-time’
project
Related post: http://www.joiningdots.com/blog/2012/04/architect-or-gardener
/
Intranets are like gardens
@joiningdots #SPEVO13
The costs to maintain can never be fully predicted in advance. But the design can be adjusted over time if the initial choices
prove unsuitable to the environment… It’s the same for intranets
Gathering requirements
• Surveys
• Interviews
• Focus Groups
• Observations
• Statistics
Seek out potential for demonstrable value
Statistics are by far the most reliable method to determine realistic requirements. People
don’t always say what they do, let alone do what they say…
Budget/ Resources
• Technology
• Design
• Content
• Processes
• Training
Separate out initial spend from ongoing
Be clear about what budget covers what elements of the
project. E.g. Content: Creation? Cleansing? Migration? Reviews?
Updates?
Return on Investment
Imp
ort
an
ce
Practicality0 5
5
Do these
Consider these
Leave these
Point ofno return
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Prioritise your requirements
Wro
ng s
olu
tion
Wrong problem
Return on Investment
Imp
ort
an
ce
Practicality0 5
5
Do these
Consider these
Leave these
Point ofno return
ToxicProject
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Say No to impossible or unreasonable
requests
Feasibility
Aligning expectations
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Baseline and Target
People
ContentProcesses
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Know your baseline and what you’re aiming for
Is it realistic?
Specificfocus
IT Strategy
PLATFORM APPLIC.
Multi-purpose
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Platforms and applications bring different benefits and limitations. There is no one ideal solution. The choice should align to the IT strategy,
available resources and future plans for the Intranet (and the organisation)
Organisational Stability
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Timing matters. All organisations go
through periods of stability interrupted by short phases of
disruption
Culture
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Digital and physical environments should be in alignment. Don’t try to make up for bad working conditions
Julian Treasure: The 4 ways sound affects us. Watch the video: http://www.ted.com/talks/
julian_treasure_the_4_ways_sound_affects_us.html
Stakeholders
Symbols that strengthen corporate ladders create barriers
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Does more need to be said?
Design
Accessibility and Usability
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What are the benefits?
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This does not indicate a successful Intranet project. Focus on outcomes.
Consumerisation of IT
Apple Google/Bing Corporate
Lorem
Lorem ipsum…http://urlLorem ipsum dolor sit amet, consectetur adipisicing elit
Lorem ipsum…http://urlLorem ipsum dolor sit amet, consectetur adipisicing elit
SearchHome Svcs Etc.
Staff Search
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Borrow from systems users are already familiar with. Take advantage of standards that have emerged to increase accessibility and
usability
PageContent
Page Header
Standard Page LayoutFixed Links
Logo
LocalNavigation
ContextualNavigation
Global Navigation Search
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Certain page layouts have become the norm for different
types of content
Page Content
Page Header
News / ContentFixed Links
Logo
Local Navigation (Carousel)
ContextualNavigation
Global Navigation Search
Local Navigation
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…with subtle variations. News-focused tend to keep
navigation on the right
Page Header
Social networksFixed Links
Logo
Global Navigation Search
ContextualNavigation
Update your status
Timeline of updates(Activity stream)
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Social networks have minimal fixed navigation and focus on activities
ResultsFilters
Search Results
Page HeaderFixed Links
Logo Search
Suggested Queries
All results
Promoted results
SpecialistResults
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Search results encourage broad initial queries and
then filter results
Example: News
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Example: Social
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The majority of popular web sites follow the same set of basic
conventions regarding navigation, controls and
page layouts
Device Support
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You can no longer dictate the screen size or
method of interaction
Responsive Design
Home | News | Services | Sites Search
Quick Links
Page content
Upcoming events
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Responsive Design
Home | News | Services | Sites
Search
Quick Links
Page content
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Responsive Design
Home
Search
Quick Links
Page content
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Creating custom user interfaces and
controls takes a lot of work. If you don’t have the funds for experts, better to stick with built-in
capability
Branding
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Branding
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is a choice. Either create a ‘brand’ in
terms of consistency (example on the left) or create a custom UI. Latter is exponentially more expensive to do
Content Management
Information Lifecycle
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Less is always more
Rodin’s La Danaide
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‘nuff said
Most intranets could be improved simply by removing content
Formal vs Informal
Kept for Contractual, specific uses
Potential, may or may not be reused
Reason Part of policies and procedures
May assist future decisions
Lifecycle Defined: Active, Archived, Expired
Unclear but value degrades over time
Access Legal implications Signal : Noise
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One size policy does not fit all
Lifecycle Management
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Most often forgotten element is planning what happens when
people leave
Implementation
Deployment tactics
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Priorities
Imp
ort
an
ce
Practicality0 5
5
Do these
Consider these
Leave these
@joiningdots #SPEVO13
Intranets rarely have a shortage of
requirements
Deliver in phases
Imp
ort
an
ce
Practicality0 5
5Schedule Fit in
Resource constraints
Profiles
Forums
Dashboard
‘HR Web’
Templates
Newsletter
EDRMS
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Break large projects into staged deliverables.
Schedule the big projects, fit in small wins along the
way
Dependencies
Business Reqs
ExternalFactors
Technology& Design
LifecycleMgmt
User Effort
Information Value
Training&
SupportProcess
O
S
S
S
S
S
S
S O
OngoingCosts
SO
S
S
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Dependencies
Business Reqs
ExternalFactors
Technology& Design
LifecycleMgmt
User Effort
Information Value
Training&
SupportProcess
O
S
S
S
S
S
S
S O
OngoingCosts
SO
S
S
@joiningdots #SPEVO13
Uncover hidden dependencies that can impact deliverables
in terms of time scales, resources and outcomes
Communications
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Communicate throughout.Watch the Vancity video on Vimeo - http://vimeo.com/
18309102
Technology’s Role
Leveraging the platform capabilities
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Define the boundaries
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Make a clear decision from the start regarding boundaries for
features and capabilities. ‘Out of the box’ with configuration
versus build custom components versus purchase
partner ‘add ons’. Should align with the IT strategy
Lifespan of an Intranet
Managing change
@joiningdots #SPEVO13
Governance
• Vision
• Capability
• Change Management
• Conflict Resolution
• Auditing
Good governance should simply direct good uses and
developments, discourage bad habits and help resolve
disagreements
Horizon Planning
• Evolution
• Sidetrack
• Revolution
Introducing a new capability will take one of three forms:
addition to the current intranet, a pilot of a new solution alongside, or a complete
replacement…
Influential Trends
Standardised Routines Personalised Processes
Richness of information Transparency of data
Controlled decisions Real-time reactions
Structured hierarchy Self-organising network
Need to know Stake in the outcome
Predictable results Sensory adjustments
@joiningdots #SPEVO13See related post for more details:
http://www.joiningdots.com/blog/2013/01/digital-trends-compressing-processes/
Microsoft video: A new world of intelligent technology http://www.youtube.com/watch?v=4pY-GEprwAY
Touch / Talk / Move
New forms of interacting with information will take
intranets out of the screen
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Industry trends
“Digital technologies do not recognise geographical boundaries or respect companies (or hierarchies) that have been successful in the past”
- Matthew Key, CEO Telefonica Digital
Disruptive change is rarely planned…
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Review
Steps to creating a successful intranet
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Create a shared vision
Make it feasible!
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Keep it simple
Accessible and Usable
Home | News | Services | Sites Search
Quick Links
Page content
Upcoming events
Home
Search
Quick Links
Page content
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Deliver in Phases
Understand Dependencies
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Manage the Lifecycle
Ensure Signal > Noise
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Be Adaptable
Circumstances change
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Wrap-up
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Why have an Intranet?
Provide web-based tools to support the organisation
It is a supporting act – to people and to other
systems
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Why have an Intranet?
Provide web-based tools to support the organisation
If it’s not supporting what people need, change it
@joiningdots #SPEVO13
Sharon RichardsonJoining Dots
For info and contact details, please visit www.joiningdots.com