Intranets: An Effective Communication Tool?

Janet Rodman

Can Wells Fargo ITS team members define a common set of enhancements for iTrust?

Why is this question important?

• Internal communicationso Communicate with employees

o Convey vision, values, goals

• Knowledge baseo Information combined with experience, context and interpretation

o Memos, reports, presentations, articles

• Task completiono Complete forms

o Make reservations

o Make purchases from vendors

What determines the success of an intranet?

• Employee satisfaction

• Current content

• Ease of use

The importance of a successful intranet

Estimated $3,000 per employee each year is wasted searching for information on poor intranets

-Nielsen Norman Group

How to review an intranet

• Employee information needs

• Organizational issues and roadblocks impeding intranet usage

• Opportunities to deliver new technologies

• Goals of the intranet

iTrust survey methodology

• Methodo Surveyed all 1,927 ITS employees

• Survey question topics o Readership frequency

o Satisfaction levels

o Perceived usability

o Possible enhancements

Survey responses

•Response rate

o 32% or 638 team members responded

iTrust readership frequency

Daily 69%

Weekly 13%

Monthly 6%

Less than monthly 12%

iTrust satisfaction

Highly satisfied 20%

Somewhat satisfied 50%

Neutral 25%

Not satisfied 5%

Highly unsatisfied 1%

iTrust section content satisfaction

Learning & Development 69%

Investments 67%

Products & Services 66%

Forms Gallery 63%

Sales & Marketing 60%

Service Centers 60%

Human Resources 56%

Risk Management & Compliance 56%

Relationship Management 53%

iTrust usability

• 69% Find information accessible

• 18% Undecided

• 13% Find information inaccessible

Common enhancements for iTrust

Improved navigation and structure 26%

Improved search function 23%

Current and updated content 7%

“Employees will choose the media that’s most accessible and reliable. If the intranet doesn’t make this a priority it’s not likely to be used…user experience is crucial.” - Nicky Perrott, Strategic Communication

Management

Thank you! Thank you!