Building a Better Intranet: Moving From Frustration to Effective Collaboration

Editor's Notes

• #5: ASK ABOUT POLL
• #6: Opener: Why do we need to build a better Intranet? - 10 MINS Critical component to digital workplace It connects employees to the org (draw this) Connection/collaboration plays an important role in overall success of the org (36% of company perf is tied to ability to collaborate)
• #7: 2 MINUTES QUESTION: How many of you would say, this looks like me? Heck, with this much going on, it sure seems like we’re collaborating…but this is not collaborating…this is chaos. Today, we are INUNDATED with information…and the truth is, this isn’t going to get any better. GOLDFISH attention span – 8 seconds Don’t believe me - look it up! Our attention span has dropped 25% in the last decade, due primarily to the nature of how we receive and contribute to this information. Understanding how people are responding to this information overload - and how it is actually changing how we work - is where most organizations get lost? Frankly, I’m surprised anyone is still listening to me on this webinar! CLICK http://www.scmagazine.com/2013-mobile-device-survey/slideshow/1222/#1 http://www.informationweek.com/it-life/microsoft-says-short-attention-spans-are-fine/a/d-id/1320433 12 seconds in 2000 to 8 seconds now – 1 second less than that of a goldfish! Better at multi-tasking
• #8: 2 MINUTES Just as information and our reaction to it is evolving, so are our teams today These aren’t the organizations or teams of yesteryear (or even yesterday) They are often short-lived Very much project-based We’re seeing teams become very fluid – no longer is it 1 department or 1 group of people working on a project We’re also not coming into the office as much And when we’re in the office, 50-60% of their time is not spent at their desk This is a new age of working – We’re a part of a new generation of collaboration… Speaking of generation… CLICK http://www.fastcompany.com/3034286/the-future-of-work/will-half-of-people-be-working-remotely-by-2020 http://www.stcservices.com/blog/unified-communications/remote-workers-to-be-50-of-workforce-by-2020-is-virtual-becoming-reality/ http://www.adweek.com/socialtimes/social-media-addiction-stats/504131 http://globalworkplaceanalytics.com/telecommuting-statistics
• #9: The people we work with is changing – and in a sense, the very DNA of our organizations are changing The stats about the next generations are worth looking at How will these generations work together? Think technology will automatically make a 65 year old work seamlessly with a 22 year old? Think again. “If it ain’t broke…” -------- In 2015, millennials will become the largest generation in the U.S. workforce, and 28% of millennial respondents said that they are already in management positions. A full two-thirds say they expect to be in management by 2024. CLICK
• #10: Well, social collaboration efforts in most orgs is broke So now that we have a sense for WHY we need a better intranet, where do we start? I’m a fan of making things as easy as possible, so I want to share 4 strategies that I believe will help you build a better intranet CLICK ------------------------- http://blogs.gartner.com/carol_rozwell/2013/08/20/outputs-are-important-but-behaviors-are-better/ http://www.mycustomer.com/topic/social-crm/gartner-80-social-business-efforts-will-not-succeed-through-2015/161754 http://www.gartner.com/newsroom/id/2319215 More detailed analysis is available in the report "Predicts 2013: Social and Collaboration Go Deeper and Wider." The report is available on Gartner's website at http://www.gartner.com/resId=2254316. 
• #11: When most people think of focusing on users, they think of branding and user design UX is more than just branding Stop making it hard Expectations How do your users work? Users are mobile even at work. (50-60% of the time they are not at their desk) Forget the org chart Grab-and-Go mentality No immediate value (sometimes no value at all) Focus on value vs ROI – ROI comes from use, not implementation. In short…CLICK
• #12: I’m not saying it’ll solve all of your adoption issues, but it’s amazing how many issues go away when you focus on your users CLICK
• #13: How many of you have taken a road trip? Why are we doing this? What problems are we trying to solve What would happen if we didn’t do this? Why have other projects struggled? “We need an new Intranet” Why? What does “Intranet” mean to your organization? CLICK
• #14: - You are lost and will never achieve what you set out to if you do not define your WHY
• #15: At the end of the day, I like to think of an Intranet as a bridge between an organization and its people Connect people to each other Connect people to the org Result of connection = engagement and adoption Not automatic 1:6 orgs has a formal user adoption plan But there’s one more thing that will help build this bridge… CLICK
• #16: Connecting people to the vision ------------------------------------------ Top 5 change drivers:  Sense of 'Why' - purpose/connection Campaigns and communication Behavior of Colleagues Behavior of senior leaders Behavior of managers  Lowest ranked – classroom training   The Organization in the Digital Age: 10 Findings for Digital LeadersJane McConnell This 9th annual global survey included 373 people from 26 countries representing 280 organizations. Participants responded to an in-depth online survey of 140 questions. The data was collected between October 2014 and early January 2015.
• #17: If you’re taking that cross-country trip, how do you know when you’ve arrived? You have some way to measure this. What does done look like? How will we know if our Intranet is successful? How do we know if we’re collaborating better? If we haven’t defined it, how the heck can we measure it?! Where are you today? Baseline Make it easy to give feedback CLICK
• #18: But measuring alone is not enough Take it one step further and KNOW how you actually did And better yet, how can we improve? CLICK
• #19: So I said I like to make things easy, right? These 4 strategies are even easier to remember than what you see here, and it’s simply this… CLICK We call this The LUCK Principle and have applied this to projects and initiatives of every type. So let’s spend the remainder of our time unpacking these 4 areas into some practical tips you guys can use. DEAL?
• #20: How many of you can tell me how many millennials you have in your org? How many use mobile to check email or Intranet? What do they need As a road warrior, I need a place to easily log my travel expenses, share them with accounting and be reimbursed as quickly as possible. What do they value What do they value – provide immediate value (or any value) How do they work For example, do employees think of HR when they need a new computer password, or do they go to the IT department? Define personas LUCKstorming A great way to get to know them, is to get them involved. Because here’s what we’ve found… CLICK
• #22: Have any of you ever received bad directions before? How you organize your content is how your users navigate and get directions to the what they need. And I’ve got some bad news…we see a lot of bad directions. But there’s hope and you can change 4 tactics that I believe companies should be using to (re) organize their content CLICK
• #23: Mega-menus “Find Out About Your Co-Workers” – Learn more about your department team – See who just won an award – Learn how HR helped Susan overcome Breast Cancer Task oriented grouping We think in terms of what we have to do, not what department we're in (collab cross dept) New employees don't know which departments do what Orgs often restructure and change But be careful, sometimes org structure is all that your users know, so there may be chg mgmt issues with the task-oriented approach Mixed approach can work Action oriented labels It’s amazing what changing your wording can do for getting people to act Promote top areas Show people the most popular things
• #25: How many of you only use one application per day? Me either CLICK
• #26: The last thing we need is for your Intranet to be yet another silo. The most successful orgs use their intranet as a bridge to connect islands of information Plain and simple: Integration adds value, makes things easy, and http://www.zdnet.com/article/the-digital-workplace-2014-plight-and-promise-of-todays-employees/
• #27: How many of you still sit long training? Anecdote from SERC So many issues would be resolved if we did a better job of how we communicated with users CLICK
• #28: One way we do this is by what we call Prepare and Proclaim Prepare Training Understanding of not only the what, and how but the WHY (adoption, change mgmt) On-going Project team (core, extended, etc) 8 sec attention span The old way of training does not work Proclaim Communication plan (banners in breakroom, email blasts, videos, contests, etc.) Get people excited Get people involved (project team) Make it easy to provide feedback (I’ll talk about that ) So yes, training still matters… CLICK
• #29: But it’s how you train… And don’t get me wrong, training is necessary. But here’s what we’ve found… CLICK
• #30: Connecting people to the vision ------------------------------------------ Top 5 change drivers:  Sense of 'Why' - purpose/connection Campaigns and communication Behavior of Colleagues Behavior of senior leaders Behavior of managers  Lowest ranked – classroom training   The Organization in the Digital Age: 10 Findings for Digital LeadersJane McConnell This 9th annual global survey included 373 people from 26 countries representing 280 organizations. Participants responded to an in-depth online survey of 140 questions. The data was collected between October 2014 and early January 2015.
• #31: The older I get, the more I realize the truth behind this statement. We’re overwhelmed with abundance – digital noise, inputs, etc. For example: The old way of thinking was to minimize clicks, but that thinking isn’t always best CLICK
• #33: How many of you have an Intranet or file shares that look like this? How many of you know what ROT is? CLICK
• #34: Redundant Unnecessary Typically adds no value A duplicate version or similar copy of the same thing Redundant is something that repeats - if you have one laptop, a second one is redundant. Solution: Fairly easy to spot, find duplicates is first, start flagging content as it comes up in searches, etc. Obsolete No longer useful Typically has been replaced with something else Example: Old campaign, product, service Obsolete is out of date, as in something that has been replaced by something different - e.g. personal computers made typewriters obsolete. Solution: Archival, policy, define what obsolete means Trivial Unimportant Adds no additional value Example: personal files or scratch pad The most difficult to ID and remove Solution: Define what trivial means to your org. Iterative approach. Analytics Top Tasks Business Objectives --------------------------------- The Cost of ROT Storage/maintenance (KAP example of saving $1M/year in auditing old content) Poor findability (results are bad, etc.) Frustration Low adoption People storing stuff locally or somewhere else because they can’t find something Data minimization techniques So I have to ask the question… CLICK
• #35: If you are thinking about a migration/upgrade, you had better find out!
• #36: The European Commission recently undertook a content audit (2015). It removed a staggering 80% of its online content because it was ROT.
• #37: We all like to be involved and heard. We talked about engaging users before, but this is specifically giving them a voice during and after you “go live” Make it easy for users to tell you what they think Email Bob in IT or your site owner to give them feedback And then it’s just another email that they don’t read until it’s too late Make it “in the flow” Do something with it CLICK
• #39: This one often takes people by surprise, because governance is such an important topic these days. And we agree. But I believe that in many ways, especially Intranets, governance has gone too far these days, and it’s impacting not only the Intranet but engagement as well CLICK
• #40: 1 MINUTE It’s about balance Generational changes (25 year olds and 65 year olds working together) CLICK Examples: Rigid Core: Retention of 7 years Flexible Edges: Check in/out policy CLICK
• #41: How many of you own a home? Now how many have run out of projects at home? Doesn’t mean you can’t set the cruise control, automate some processes, make the trip a little better, but you still have to steer and always make sure you are pointing toward your destination – your WHY Your intranet is one initiative that should never be “finished” - it can’t be left alone We’ve seen clients do all the planning right, and then their Intranet fizzle and die because they didn’t keep their hands on the wheel. Projects often take wrong turns, or initial solutions prove unfounded. The project manager who does not prepare to re-plan, or has not considered and planned fall-back positions when initial plans fail, will often find that the project first stalls, and then fails. Training new employees Project management is not a straight-line process, but an iterative process that requires agile rethinking as the known environment changes before your eyes. There has to be a process for continuous improvement Changing, adapting, new employees, new generations, new ways of communicating Do you have a strategy and process for ensuring you continue to improve? This is a sophisticated platform, but it needs maintenance like everything else in life. Forget to change with the times You’re never really finished (training, adoption, improvements, leveraging new technologies/processes) CLICK
• #42: 1 MINUTE - One final stat I want to share is this one that speaks directly to the point of not just having a steering committee, but having one that spans multiple departments.
• #43: The last tip I want to leave you with is one that will serve all of us well. I know everything we do today says go go go, new and technology, but… Rome wasn’t built in a day - Your Intranet won’t be either Don’t try to boil the ocean. It’s a marathon, not a sprint Start with your foundation, and then rock by rock build your Intranet, for the people and BY the people Follow the process, plan, prioritize, build and then refine Average time spent on a winning intranet design (~18 months) Nielsen Norman Group Since 1998 Nielsen Norman Group has been a leading voice in the user experience field https://www.nngroup.com/articles/intranet-design/
• #46: As we close, I’ll leave you with this. If you want to build a better intranet – you have to think differently. Everything around us is changing, is your Intranet?