Published on March 18, 2014
Worldwide Intranet Challenge What makes an intranet valuable? Andrew Wright World Intranet Challenge (WIC)
What is the Worldwide Intranet Challenge? Who has done it? • More than 50,000 people • From 180 companies • In 23 countries • Including: • Nestlé • Emirates Airline • British Gas • Deloitte • Coca Cola Why participate? • Measure employee satisfaction • Measure before & after • Basis of a business case • Determine priorities • Learn tips & tricks • To deliver a better intranet What is the WIC? • It’s a web based survey • Available in 13 languages • It’s FREE
6 3 -- X -- = ? 4 2 To provide another channel for people in the workplace, particularly those who are often undervalued and overlooked, to show their abilities.
1. I prefer one-on-one conversations to group discussions 2. I often prefer to express myself in writing 3. I dislike small talk, but I enjoy talking in depth about topics that matter to me 4. People tell me that I'm a good listener 5. I enjoy work that allows me to "dive in" with few interruptions 6. I like to celebrate birthdays on a small scale, with only one or two close friends or family members 7. I do my best work on my own 8. I often let calls go through to voice mail Quiz: are you an introvert? (maybe an intranet would help)
55.0% 56.9% 56.7% 50.1% 28.5% 29.0% 23.9% 39.3% 8.6% 8.2% 8.4% 6.6% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 100.0% Publish content Discuss work topics Collaborate online Provide feedback How often do you use the intranet to: Never Infrequently 2-3 times a month 2-3 times a week More than once a day Approximately 90% of staff do not regularly contribute to the intranet. More than 50% never do
“In most online communities, 90% of users are lurkers who never contribute, 9% of users contribute a little, and 1% of users account for almost all the action.” October 9th 2006 http://www.nngroup.com/articles/participation-inequality/ Jakob Nielsen Web Usability Guru 9% Intermittent Contributors 90% Lurkers 1% Heavy Contributors
Why is content contribution important? • Supports innovation, operations & employee engagement • Greater contribution leads to a more valuable intranet • Easier to find information Research • 2012: McKinsey Report: Social technologies could raise productivity by 20-25% • 2012: Deloitte Report: Social Software for Business Performance “Companies that embrace this opportunity will have a distinct advantage over their competitors; skeptics will likely finish last”
3 business imperatives supported by an intranet Employee Engagement OperationsContinuous Improvement
“While 72% of companies use social technologies in some way, very few are anywhere near to achieving the full potential benefit” McKinsey, November 2012
So what’s stopping intranets from reaching their potential? • Lack of executive support • The business case is not clear • It’s not a productive use of time • Security concerns/IT barriers • HR not developing right incentives • Potential shift in power & status quo
In your opinion, which of the following is the most important in contributing to a valuable intranet? • Look and feel • Intranet governance • Staff able to contribute and interact • Performance and availability • Help completing work tasks • Ease of finding information • Quality of content
66.2% 52.2% 51.9% 31.6% 24.1% 20.4% 20.3% 26.4% 35.8% 37.3% 42.5% 43.2% 45.1% 39.9% 7.3% 12.0% 10.9% 25.9% 32.7% 34.5% 39.8% 0.0% 25.0% 50.0% 75.0% 100.0% Ease of finding information Performance & availability Quantity & quality of content provided Help completing work tasks Intranet change management & maintenance Look and feel Staff able to contribute & interact In your opinion, how important are the following in contributing to a valuable intranet? Critical Very Important Important
1. Employees don’t see contributing content as important
Time on Intranet & Value of Intranet
Time on Intranet & Intranet Interactivity The greater level of interactivity the greater value of the intranet
Time on Intranet & Finding Information Finding information has virtually no correlation with how much time people spend on the intranet
0.000 0.050 0.100 0.150 0.200 0.250 0.300 0.350 0.400 0.450 0.500 Total-Interactivity Time Documents Workinstructions Intranetimprovement Onlineforms News Policies&procedures Staffdetails Publishcontent Total-Content Intranetfeedback Businessapplications Total-Maintenance Values&culture Externalwebsites Look&feel Worktasks Training Intranetchanges Homepage Total-Lookandfeel Products&services Collaboration Newstarters Forms Intranettraining Discussionforums Easytoread Findinformation Consistency Findinginformation Navigation Re-usabledocuments Labelled Accuratecontent Hierarchy Reports Customers Templates Up-to-datecontent Changenotification Total-Peformance Search Calendars Availability Off-siteaccess Personalisation Speed Mobileaccess Correlationvalue Correlation of questions to intranet value Finding Information Contribute & interact
…but that the content doesn’t exist in the first place What if the problem is NOT that people can’t find what they want…
1. Become ‘content evangelists’ 2. Easy to use platform, able to make edits on the run 3. Streamlined content approval process 4. Organise content community events 5. Gamification, incentives, measure contributions 5 tips to increase participation
1. Employees don’t see contributing content as important 2. Employees don’t know what content to contribute (no structure , training or governance)
10.0% 5.0% 5.9% 18.6% 20.8% 16.3% 28.1% 19.5% 36.2% 24.9% 29.1% 30.5% 33.5% 34.8% 39.4% 29.4% 43.4% 21.3% 63.8% 63.6% 62.3% 42.1% 37.6% 37.1% 26.7% 25.8% 11.3% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 1 - Not useful 2 3 4 5 - Useful Which intranet content types are most useful? ‘Signal’ content more valuable than ‘noise’ content
0.000 0.050 0.100 0.150 0.200 0.250 0.300 0.350 0.400 0.450 0.500 Total-Interactivity Time Documents Workinstructions Intranetimprovement Onlineforms News Policies&procedures Staffdetails Publishcontent Total-Content Intranetfeedback Businessapplications Total-Maintenance Values&culture Externalwebsites Look&feel Worktasks Training Intranetchanges Homepage Total-Lookandfeel Products&services Collaboration Newstarters Forms Intranettraining Discussionforums Easytoread Findinformation Consistency Findinginformation Navigation Re-usabledocuments Labelled Accuratecontent Hierarchy Reports Customers Templates Up-to-datecontent Changenotification Total-Peformance Search Calendars Availability Off-siteaccess Personalisation Speed Mobileaccess Correlationvalue Correlation of WIC questions to intranet value Noise Signal
1. Employees don’t see contributing content as important 2. Employees don’t know what to contribute (no structure , training or governance) 3. It’s not a priority to encourage employees to contribute (lack of change management)
Personal links 3 key current themes Employee spotlight changes each day Newsgator communities
• Followed Dr. John Kotter’s 8 step process for leading change • Conducted town hall meetings to spread the word • A “Five for Five” plan: employees spend five minutes talking about the Portal with a portal committee member in exchange for a $5 gift certificate • One-page Quick Start Guides with examples of usage and success that are shared every two weeks Approach to change management • A competition between business units to update profiles • Weekly brown bag sessions, offered virtually and locally to share best practices • A portal “minute” before every company meeting including quick “did you know” statements and best practices about the portal • A “30 for 30”: an online meeting that offers 30 portal tips in 30 minutes
Worldwide Intranet Challenge: Rated highly for: • Publish content • Instructions for completing work tasks Key design principles: • Make it easy for all staff to publish FAQs • Integrate publishing into daily work Case Study: Government Organisation
Look-up columns means they are linked – ‘breaks down silos’ - context Generated automatically – ‘breaks down silos’ - context Feedback Wiki content What’s new Access to all work instructions
Shows latest changes by role – continuous improvement Shows popular tasks Shows scheduled tasks Handy links to supporting content – - context Ad hoc requested tasks
Aggregates content types owned by the Business Unit on a single page
How intranets provide the potential for all staff to contribute How this potential is not being realised but it’s worth the effort Many hurdles to overcome What to do about it: #1 priority – get staff to contribute content – not just lurk Be specific, ask staff to contribute “How to” type content Implement an ongoing change management program To participate in the WIC: worldwideintranetchallenge.com Recap
To reap the full benefit of social technologies, organizations must transform their structures, processes, and cultures: they will need to become more open and non-hierarchical and to create a culture of trust. Creating these conditions will be far more challenging than implementing the technologies themselves. - McKinsey Global Institute – July 2012
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