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Next Gen Intranets
#INFO11
PanelistsPanelists
• Heather ColmanHeather [email protected] 86 7 9
• Brian [email protected]@bennettjones.com416-777-6076
• Joshua FiremanJoshua [email protected] 701 4808
Next Generation Intranets
Heather ColmanAugust 24, 2011
About Hicks Morley
• Human Resources Advocacy law firmRepresent employers• Represent employers
• 100+ lawyers
• 5 offices across Ontario
Next Generation Intranets Panel
Evolution to a Social Intranet
BlogsBlogsWikis 2007Wikis 2007
Wiki Style Intranet
2008
Wiki Style Intranet
2008
Blogs, Discuss Capture
2009
Blogs, Discuss Capture
2009
Social Intranet
2010
Social Intranet
2010
Next Generation Intranets Panel
Social Intranet Recognition
• July 2011 articles:• Montreal Gazette• Montreal Gazette• Vancouver Sun
C l H ld• Calgary Herald• Ottawa Citizen
• 2009 Ark Group Report: “Social Networking for the Legal Profession”
Next Generation Intranets Panel
Pre-wiki state
• No Document Management System• Individual folders on the shared drive• Individual folders on the shared drive • Reliance on email for finding information
I t t t li d th d f bli hi• Intranet – centralized method of publishing• No search engine
IT D t t• IT Department• Resource constraints
Next Generation Intranets Panel
Wiki Pilot
• Easy to deploy & set up• One stop shopping• One stop shopping• Centralized collection of specialized documents
T i k t i f ti• Tags – quick access to information• After hour wins
Next Generation Intranets Panel
Enterprise Solution
• Built business case for enterprise ‘wiki-style’ intranetintranet
• Created wiki championsD l d ib i f h• Developed contribution process for each department, practice group
• Updating responsibility moved to assistants, law clerks & associates
Next Generation Intranets Panel
Intranet Launch 2008
• Launched May 12th 2008Group hands on training for assistants• Group hands-on training for assistants
• One-on-one training for lawyers• Training included:
• How to edit profiles
• How to add pages, links & favourites
• How to add comments• How to add comments
Next Generation Intranets Panel
Social Enhancements 2009-2011
• BlogsHM Scoop• HM Scoop
• IT Blog
• News Items• Litigation News & Notice Board
• What’s New Practice Group Bulletin Boards
• Event CalendarsEvent Calendars
Next Generation Intranets Panel
Social Enhancements 2009-2011
• Discussion Capture – Mail IntegrationDynamic Tree Navigation• Dynamic Tree Navigation
• Personalized Home Page • Direct access to Profile & Group Activity
• Faceted & Scoped Search • System & User Generated Tag Filters
Next Generation Intranets Panel
Home Page
Next Generation Intranets Panel
Dynamic Tree Navigation
Next Generation Intranets Panel
Employee Profiles
Next Generation Intranets Panel
Human Rights Practice Group Page
Next Generation Intranets Panel
Litigation News Board
Next Generation Intranets Panel
Comments
Next Generation Intranets Panel
Faceted Search – By Scope
Next Generation Intranets Panel
Benefits
• Fast learning curve due to intuitive interfacePersonal Knowledge Management Enabler• Personal Knowledge Management Enabler
• Transparency• Findability – Dynamic Tree, Search, Tags• Easy to set up, upgrade & updatey p pg p• Automatic navigational structure• Web 2 0 features improve collaboration• Web 2.0 features improve collaboration
Next Generation Intranets Panel
Best Practices
• Start with quick strategic wins Pick a collaborative pilot group• Pick a collaborative pilot group
• Select a tool that is very easy to use • Not too many bells and whistles!
• Don’t force participation• Expect Browsers & Contributors• Executive or Partner Champions• Executive or Partner Champions
Next Generation Intranets Panel
Best Practices continued
• Transfer responsibility to departments & groupsDevelop a process for each practice group• Develop a process for each practice group
• Transparency• Incorporate page & document creation into
training• Offer one-on-one training• Share progress/success storiesShare progress/success stories
Next Generation Intranets Panel
Lessons Learned
• Not all users are active contributors• Difficult to maintain momentum• Difficult to maintain momentum • Process for each group is different
G ti• Generation gap• ROI is difficult to measure• Still reliant on email – no mobile interface• Users can be overwhelmed by too much info
Next Generation Intranets Panel
Next Steps
• Upgrade to next versionExpertise Locator• Expertise Locator
• Languages
• Certifications
• Recommended tags• Mobile access• Integration with DMS• Integration with DMS
Next Generation Intranets Panel
LeveragingLeveragingLeveraging Leveraging Human SociabilityHuman SociabilityHuman SociabilityHuman Sociability
Using Using Tools of EngagementTools of Engagement
Brian R. BawdenBrian R. BawdenNational Director Knowledge ManagementNational Director Knowledge ManagementNational Director, Knowledge ManagementNational Director, Knowledge Management
Bennett Jones LLP | Toronto, CanadaBennett Jones LLP | Toronto, [email protected]@bennettjones.com
© 2011 Brian Bawden and Bennett Jones LLP© 2011 Brian Bawden and Bennett Jones LLP
BenNetBenNetBenNetBenNetIntranet Innovation Awards Platinum (first overIntranet Innovation Awards Platinum (first over--all)all)Intranet Innovation Awards, Platinum (first overIntranet Innovation Awards, Platinum (first over--all)all)and Nielsen Norman Ten Best Intranets 2011and Nielsen Norman Ten Best Intranets 2011
November 2010 January 2011November 2010 January 2011
Objective: EngagementObjective: EngagementObjective: EngagementObjective: Engagement1.1. CompetingCompeting1.1. Competing Competing
forfor time and attentiontime and attention
2.2. DependentDependenton on trust and confidencetrust and confidence
3.3. MotivatingMotivatinghh i i d di i d dwith with recognition and rewardrecognition and reward
44 Wondering (and worrying)Wondering (and worrying)4.4. Wondering (and worrying)Wondering (and worrying)about about future directionsfuture directions
Time & AttentionTime & AttentionTime & AttentionTime & Attention
Economics of Economics of knowledge sharingknowledge sharing
time and attentiontime and attentiontime and attentiontime and attentionallocated underallocated underconditions of scarcityconditions of scarcity
Time & AttentionTime & AttentionTime & AttentionTime & Attention
In other words…In other words…
Brian, if I hadBrian, if I hadfifteen minutesfifteen minutes……
I'd beI'd beflossingflossing!!flossingflossing!!
Time & AttentionTime & AttentionTime & AttentionTime & Attention
Epidemic of TADDEpidemic of TADD time andtime andEpidemic of TADD Epidemic of TADD –– time and time and attention deficit disorderattention deficit disorder
Characterized by Characterized by low impatience thresholdlow impatience thresholdaffinity for billable timeaffinity for billable timeaffinity for billable timeaffinity for billable timeCrackBerryCrackBerry addictionaddictionno time for trainingno time for training
Knowledge BankKnowledge Bank
S l tiS l ti li h ili h i
gg
Solution Solution –– online shoppingonline shopping
faceted classificationfaceted classificationfaceted classification faceted classification (we (we nevernever call it that) call it that)
AJAXAJAX--enabled enabled autofillautofill boxes boxes
thumbnail presentation of resultsthumbnail presentation of results
Knowledge BankKnowledge Bankgg
Knowledge BankKnowledge Bankgg
BenNet BooksBenNet Books
thth l t dl t d i t ti li t ti lgather gather selected resourcesselected resources into practical into practical online guides using familiar online guides using familiar book formatbook format
present present complete topics, transactions, complete topics, transactions, or proceedingsor proceedings, start to finish, start to finishor proceedingsor proceedings, start to finish, start to finish
adds both adds both contextcontext and and processprocess
easy to update, easy to update, add valueadd value incrementallyincrementally
BenNet BooksBenNet Books
BlogBlog--byby--EmailEmail
l t t t i t t bll t t t i t t bl
gg yy
users reluctant to navigate to blogusers reluctant to navigate to blog
instead simply send email to bloginstead simply send email to bloginstead simply send email to bloginstead simply send email to blog
works for postings and commentsworks for postings and commentsworks for postings and commentsworks for postings and comments
handles attachments BlackBerry friendlyhandles attachments BlackBerry friendlyhandles attachments, BlackBerry friendlyhandles attachments, BlackBerry friendly
users subscribe to blog alertsusers subscribe to blog alertsusers subscribe to blog alertsusers subscribe to blog alerts
BlogBlog--byby--EmailEmailgg yy
BenNet GPSBenNet GPS
t ft f hhget from get from where you arewhere you are
to to where you want to bewhere you want to beyy
in in one clickone click
site map on steroids site map on steroids
navigational teaching aidnavigational teaching aid
BenNet GPSBenNet GPS
BenNet GPSBenNet GPS
My Knowledge Bank FavouritesMy Knowledge Bank Favourites
t f ' M St fft f ' M St ff
y gy g
part of everyone's My Stuff pagepart of everyone's My Stuff page
like that document? think you might uselike that document? think you might uselike that document? think you might use like that document? think you might use it again?it again?
add to My KB Favourites, preserve the add to My KB Favourites, preserve the effort of findingeffort of findingeffort of findingeffort of finding
each user creates, organizes folderseach user creates, organizes folders
My Knowledge Bank FavouritesMy Knowledge Bank Favouritesy gy g
Trust & ConfidenceTrust & Confidence
P l 'tP l 't h k l dh k l d ithithPeople won't People won't share knowledgeshare knowledge with with someone they someone they don't knowdon't know
Implies need to create relationshipsImplies need to create relationshipsImplies need to monitor usageImplies need to monitor usagep gp g
People won't People won't use contentuse content contributed by contributed by someone they someone they don't respectdon't respect
Implies need for transparency around contentImplies need for transparency around content
PeopleFinderPeopleFinderpp
PeopleFinderPeopleFinderpp
PeopleFinderPeopleFinderpp
Pedigree, Curators & CommentsPedigree, Curators & Commentsg ,g ,
Find the ChildrenFind the Children
identifies documents in DMS that were identifies documents in DMS that were created from Precedents in Knowledge created from Precedents in Knowledge Bank Bank
tracks actual usage of knowledgetracks actual usage of knowledgetracks actual usage of knowledge tracks actual usage of knowledge resources resources
allows improvements to be fed back into allows improvements to be fed back into the systemthe systemthe systemthe system
Find the ChildrenFind the Children
Recognition & RewardRecognition & Reward
What'sWhat's in itin it forfor meme
gg
What s What s in itin it for for meme……
career advancementcareer advancementcompensation compensation evaluation evaluation
reputation in the internal marketplacereputation in the internal marketplacegetting more/better workgetting more/better workgetting more/better work getting more/better work proactive career directionproactive career directionindirect path to advancementindirect path to advancementindirect path to advancementindirect path to advancement
Games & CompetitionsGames & Competitions
Games and competitions provide:Games and competitions provide:
pp
Games and competitions provide:Games and competitions provide:
increasedincreased engagementengagementincreased increased engagementengagement
alternative method ofalternative method of learninglearningalternative method of alternative method of learninglearning
visiblevisible metricsmetrics –– a form of reportinga form of reportingvisible visible metricsmetrics a form of reportinga form of reporting
Games & CompetitionsGames & Competitions
E l b d f t dE l b d f t d
pp
Examples borrowed from sports and games:Examples borrowed from sports and games:
Leader boardsLeader boardsLeader boardsLeader boards
ScorecardsScorecards
Merit badges (yes, really)Merit badges (yes, really)
Individual and group competitionsIndividual and group competitions
Prizes and trophiesPrizes and trophiesPrizes and trophiesPrizes and trophies
Training ReTraining Re--InventedInvented
Consider:Consider:
gg
Consider:Consider:
Six Minute TrainingSix Minute TrainingSix Minute TrainingSix Minute Training
JITRJITR –– Just In Time RelevanceJust In Time Relevance
independent learningindependent learning
create and embed minicreate and embed mini--videos videos
Find & DiscoverFind & Discover
mergemerge "search" and "browse" "search" and "browse"
i ii i AA G lG limitate imitate AmazonAmazon, not Google, not Google
t fillt fill f t t hf t t huse use autofillautofill for exact matchesfor exact matches
useuse autosuggestautosuggest forfor partial matchespartial matchesuse use autosuggestautosuggest for for partial matchespartial matches, , synonymssynonyms and and related topicsrelated topics
Future DirectionsFuture Directions
Continual improvement of the U/X will leadContinual improvement of the U/X will leadContinual improvement of the U/X will lead Continual improvement of the U/X will lead to the to the ultimate intranet ultimate intranet
b ttb tt i tii tioneone--page, onepage, one--button, nobutton, no--navigationnavigation
Future DirectionsFuture Directions
new and improvednew and improvednew and improvednew and improvedThe The ultimate intranetultimate intranet
Thank YouThank YouThank YouThank You
Thank you Thank you for your for your kind attentionkind attention!!yy yy
Happy to Happy to answer questionsanswer questions..
THE PORTAL OF THE FUTURETHE PORTAL OF THE FUTURE
It’s more than an Intranet.
IT’S THE LEVERAGE STUPIDIT S THE LEVERAGE, STUPID
SO…
You’ve laid the foundation: Technology data
SO…
You ve laid the foundation: Technology, data management, content management, core IA.
Your change management baby steps are a transparent success.
Are you ready for real strategic wins?
WHAT CAN A PORTAL DO?WHAT CAN A PORTAL DO?
How about improving:service qualityservice quality
service efficiencyll b ticollaboration
business and client intelligenceclient stickiness
???
PRACTICE PORTALSPRACTICE PORTALS
The portal needs to be purpose-driven.
Your main audience is lawyers, and they don’t need a used toaster or the weather.
They need a practice aid.
WIPWIP KnowledgeKnowledge
ClientsClients ConstraintsConstraints
FOCUS ON CONSUMPTIONFOCUS ON CONSUMPTION
USER EXPERIENCE IS KEYUSER EXPERIENCE IS KEY
I want the portal to read my mind.
It should know who I am and what I am doing.
Then it should tell me what I need Then it should tell me what I need.
DON’T SKIMP ON ANALYSISDON T SKIMP ON ANALYSIS
Mind reading isn’t an art it’s a science and it Mind reading isn t an art, it s a science and it feels a lot like a semantic web.
You need to know your users, their roles and their practices.
Which means that you need detailed persona and information architecture design.g
USERS TAKE JOURNEYSUSERS TAKE JOURNEYS
A portal’s flow has to be intuitive.
I browse and I search. Sometimes all at once.
A bit of serendipity is nice tooA bit of serendipity is nice too.
ABOUT THAT MIND READING…ABOUT THAT MIND READING…
A portal’s flow has to be intuitive.
I browse and I search. Sometimes all at once.
A bit of serendipity is nice tooA bit of serendipity is nice too.
THERE’S AN APP FOR THATTHERE S AN APP FOR THAT
An app is conceptually simple: it’s a way of categori ing content other than b departmental categorizing content other than by departmental
structure.
We focus on key tasks, and plan for the delivery of contextual information to that task.
WHICH BRINGS US TO MOBILITYWHICH BRINGS US TO MOBILITY
This is the other side of portal consumption.
Don’t think “mobile web site” – think mobile information consumption.
LIFE + BUSINESSLIFE + BUSINESS
Mobile devices are not pure business toolsMobile devices are not pure business tools.
That opens opportunity; why not combine personal and professional information
?consumption?
Shouldn’t a law firm leverage Flipbook?
HOW DO I BEGIN?HOW DO I BEGIN?
L t d t f t thLocate your quadrant of strength.
Map a vision from that point out.
Analyze your gaps and fill them.
Combine search and portal – everything will be easier.
Start small and build trust through success.
ABOUT THOSE CLIENTSABOUT THOSE CLIENTS…
WIPWIP KnowledgeKnowledge
ClientsClients ConstraintsConstraints
SERIOUSLY… EXTRANETS?SERIOUSLY… EXTRANETS?
Extranets are to client service as flat earthers are to modern astronomto modern astronomy.
It’s time to move away from this inefficient form of collaboration implemented primarily for RFP
responses.
COLLABORATE FOR REALCOLLABORATE FOR REAL
We can work with our clients in real time, saving time and risk with shared doc mentstime and risk with shared documents.
Status should be on-demand, and available through mobile apps.
GETTING BACK TO LEVERAGE…GETTING BACK TO LEVERAGE…
Make life easier for your clients:Make life easier for your clients:
B ild b t th t it i li t t lBuild a web part that can sit in a client portal.
Move document and search services to the cloud.
Semi-automate communications.
Questions?Questions?
• Heather ColmanHeather [email protected] 86 7 9
• Brian [email protected]@bennettjones.com416-777-6076
• Joshua FiremanJoshua [email protected] 701 4808