Creating A Measurable Intranet Strategy Prescient Digital Media
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The document discusses creating a measurable intranet strategy and provides examples from companies like IBM and Microsoft. It emphasizes the importance of having goals, objectives, and metrics to measure success. Various research techniques are presented, like surveys, focus groups, usability testing, and metrics tracking. The document also discusses calculating return on investment and benchmarking intranets against competitors. Finally, it provides a case study of how PNC Financial Services created measurable goals and objectives for their intranet strategy.
Creating A Measurable Intranet Strategy Prescient Digital Media
- 1. © 2009 Prescient Digital Media 1 Creating a MeasurableCreating a Measurable Intranet StrategyIntranet Strategy Presented by Carmine Porco, Prescient Digital Media © 2009 Prescient Digital Media
- 2. About Prescient • Consultants that provide strategic Internet and intranet consulting, planning and communications services to organizations of all sizes. 2 © 2009 Prescient Digital Media© 2009 Prescient Digital Media 2
- 3. Agenda • Importance of an Intranet Strategy • Research Techniques • Creating Measurable Goals for your Strategy • PNC Case Study • Q&A © 2009 Prescient Digital Media 3 © 2009 Prescient Digital Media 3
- 4. Questions to consider • Does your intranet have a plan? • Does it have goals / objectives to measure against? • What metrics or KPIs are valued by senior management? • Is there anyone that has the experience and can impartially plan your intranet (cutting through all the internal politics)? © 2009 Prescient Digital Media 4 © 2009 Prescient Digital Media 4
- 5. Strategy provides direction © 2009 Prescient Digital Media 5 Vision OBJECTIVES GOALS Tactics © 2009 Prescient Digital Media 5
- 6. Strategy • Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat. - Sun Tzu © 2009 Prescient Digital Media 6 © 2009 Prescient Digital Media 6
- 7. Measurable Objectives • If you don’t have specific objectives, how do you know if and when you are successful? © 2009 Prescient Digital Media 7 © 2009 Prescient Digital Media 7
- 8. ResearchResearch TechniquesTechniques © 2009 Prescient Digital Media
- 9. Tools for measurement ActivitiesActivities MeasurementMeasurement 1 Metrics ⇒ Quantitative 2 Audience Analysis ⇒ Qualitative User Feedback 3 ROI ⇒ Quantitative 4 Heuristic Evaluation ⇒ Quantitative 5 Benchmarking ⇒ Quantitative Research © 2009 Prescient Digital Media 9
- 10. 1. Key Metrics • Unique visitors • Page views • Originating pages • Departing pages • Minutes per page • Average user session (time on site) • Click stream analysis • Hits (How Idiots Track Success) © 2009 Prescient Digital Media 10
- 11. • Excellent for deeply examining design and content issues uncovered during a survey • Highly valuable qualitative feedback, low quantitative value • Closed group sessions with 8 – 10 users • Sessions no longer than 1.5 – 2 hours • An experienced moderator is mandatory • Separate groups in separate cities • Segment user groups (18-25, males, etc.) 2. Audience Analysis: Focus Groups
- 12. © 2009 Prescient Digital Media 12 • Five to 10 users • 8 to 10 tasks o 4 - 5 common tasks o 4 - 5 client specific tasks • 1 hour per testing session o 30 to 45 minutes for testing o 15 minutes for test write up Analysis • Timing (drop longest & shortest time) • Scoring (drop the highest and lowest score) • Comments by testers • Findings 2. Audience Analysis: Usability Testing
- 13. 2. Audience Analysis: Usability Testing
- 14. 2. Audience Analysis: Surveys © 2009 Prescient Digital Media 14
- 15. 2. Most trusted source of info (IBM ) © 2009 Prescient Digital Media 15
- 16. 2. IBM W3 © 2009 Prescient Digital Media Source: IBM, Liam Cleaver, Transforming our workplace: enabling collaboration in a complex organisation 16
- 17. 2. Other critical measures (IBM) • 80% IBM employees visit w3 at least once per day • 68% view the intranet as crucial to their jobs • 52% are more satisfied to be an IBM employee because of information obtained on w3 © 2009 Prescient Digital Media 17
- 18. 2. Microsoft Intranet © 2009 Prescient Digital Media Source: Microsoft.com http://technet.microsoft.com/ Cc184928.image003(en- us,TechNet.10).gif 18
- 19. 2. MSWeb Saves Time • One-third of respondents (33%) agree completely that MSWeb saves them time while 27% agree completely that it has helped to improve their productivity (8 or 9 on a nine-point scale). © 2009 Prescient Digital Media 19
- 20. 3. ROI – Intranet Benefits • Hard Costs • Sales • Productivity • Competitiveness • Application Access • Infrastructure • Collaboration • Time to Market • Customer Service • Human Resources © 2009 Prescient Digital Media 20
- 21. 3. Sodexho intranet sales leads © 2009 Prescient Digital Media 21
- 22. 3. Sales lead form © 2009 Prescient Digital Media 22
- 23. 3. Sales benefits • Has increased leads by more than 100%. • $90 million dollars US in sales volume o One easy-to-access company-wide program. o Promotes lead exchange across business segments / breaks down silos. o Reduces administrative effort, leads get to sales executives more quickly for action. © 2009 Prescient Digital Media 23
- 24. 3. British Telecom Ideas Jar • BT Ideas encourages staff to be submit ideas online • Implemented ideas pay out rewards • Approx. 10% of ideas are implemented • 10% of the savings up to a maximum of £30,000 • BT paid out £400,000 (about US$700,000) to employees last year • Saved £100m (US$173 million) over 4 years © 2009 Prescient Digital Media 24
- 25. www.PrescientDigital.com 3. Finding ROI © 2009 Prescient Digital Media 25
- 26. 4. Heuristic Evaluation - Site Assessment • Six evaluation categories: o Content (25%) o Planning & Resources (25%) o Usability & Information Architecture (12.5%) o Design & Layout (12.5%) o Tools & Innovation (12.5%) o Search & Find-ability (12.5%) © 2009 Prescient Digital Media 26
- 27. 4. Site Assessment • Comprehensive review of site o Click through drill down o Each main area of navigation • Analysis • Synopsis of each category with of site attributes • Scoring out of 10 for each area • Screen examples of key corrections needed • Summary of findings © 2009 Prescient Digital Media 27
- 28. 4. Site Assessment © 2009 Prescient Digital Media 28
- 29. 4. Evaluation Scores © 2009 Prescient Digital Media Overall Score: 1 2 3 3.6 4 5 6 7 8 9 10 29
- 30. 5. Benchmarking • 3-5 leading or competitor intranets are compared against o Similar size organizations o Same or comparable industry o Top 10 or clear innovators • Each site is scored according to the same evaluation criteria • Score comparison and benchmarking provide a qualitative and quantitative gap analysis © 2009 Prescient Digital Media 30
- 31. 5. Benchmarking - Comparison © 2009 Prescient Digital Media Design & Layout IA & Usability Content Search & Find-ability Tools & Innovation Planning & Resources Overall Client 2 2 2 4 5 4 3.6 benchmark1 4 2 4 4 4 4 3.7 benchmark2 4 3 6 8 8 6 6.16 benchmark 3 5 5 4 7 8 5 6.16 31
- 32. Developing aDeveloping a MeasurableMeasurable Intranet StrategyIntranet Strategy © 2009 Prescient Digital Media
- 33. © 2009 Prescient Digital Media 33 Strategy Methodology • Develop: o Vision and Mission Statement o Goals o Objectives o Key performance indicators (KPIs) o Governance model © 2009 Prescient Digital Media 33
- 34. © 2009 Prescient Digital Media 34 Engaging stakeholders • Online survey based on S.W.O.T. & organization’s strategic directives • Stakeholders craft or vote on possible mission statements, objectives & goals • Use workshop as a forum for building consensus o 3 - 4 hours o 6 - 8 stakeholders © 2009 Prescient Digital Media 34
- 35. Strategic planning survey © 2009 Prescient Digital Media 35
- 36. Goals & Objectives - Definitions • Goals o Qualitative o Something worked toward, or striven for o Something toward which effort is directed • Objectives o Quantitative o The finish line o End result of an endeavor/effort o SMART Specific, Measurable, Attainable, Realistic, Time Defined © 2009 Prescient Digital Media 36
- 37. S T R I C T L Y C O N F I D E N T I A L 37 Sample Goals • To improve process & efficiencies. • To improve employee collaboration. • To improve organizational effectiveness. • To increase compliance with policies and procedures. o To improve data security. • To improve employee engagement. o To improve overall communication. • To provide the most current, accurate information. • To improve employee understanding of strategic directions. 37 © 2009 Prescient Digital Media
- 38. Sample Objectives • To reduce the number of mass distribution emails by 50% by providing a reliable standard source for up-to-date information. • Reduce the employee engagement baseline metric on “email and phone volume” o Decrease the use of email so that 20% more employees feel it is manageable (53% feel it is manageable; 45% feel that email is “more than necessary” and “far too much”, combined) • To increase employee engagement (e.g. the 53% moderately engaged and the 9% with low engagement) by 10% overall. • To increase engagement and organizational understanding by increasing readership of the Home Page News by 25%. • To automate the top 20 most used forms and processes. • Increase employee rating of intranet from 4.1 to 7.5 38 © 2009 Prescient Digital Media
- 39. Strategic Key Performance Indicators © 2009 Prescient Digital Media 39 Improvements Time/ Growth Maximized: •Site Access •Culture & Adoption •Site Analytics (Views & Use) High level maintenance: •Content Level off maintenance: •IT Resources
- 40. © 2009 Prescient Digital Media 40 PNC Financial Services GroupPNC Financial Services Group Case StudyCase Study Quantifying Your Intranet’s Effectiveness Alexis Southard-Wray © 2009 Prescient Digital Media
- 41. Getting started • Do you have a strategy? o Collect and analyze user input o Conduct SWOT analysis o Develop a Mission/Vision for your site o Create Measurable Goals and Objectives o Regularly (every 6 months) review goals o Celebrate success © 2009 Prescient Digital Media 41 © 2009 Prescient Digital Media 41
- 42. Q&A © 2009 Prescient Digital Media 42
- 43. Upcoming Prescient events: • Intranet 2.0 - J. Boye Conferences USA 09, Philadelphia, PA, from May 05, 2009 to May 07, 2009. Toby Ward and Jed Cawthorne • Social Media for Government: How to engage your employees by using the latest web 2.0 technologies to drive communications results. Ottawa, Ontario, from May 11, 2009 to May 14, 2009. Carmine Porco • 2nd Annual Onboarding Talent Seminar, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario, from May 25, 2009 to May 26, 2009. Carmine Porco • Delivering a high-performing intranet: The reality in successfully implementing your intranet plan, May 28th with Cathy McKnight • Innovative E-HR, Metropolitan Hotel, 108 Chestnut Street, Toronto, Ontario,, from June 18, 2009 to June 19, 2009. Carmine Porco • Intranet 2.0 – Learnings from Europe - KMWorld 09, San Jose, California, from November 17, 2009 to November 19, 2009, Toby Ward • Other Upcoming Webinar topics: Intranet Search, Governance, Intranet Deployment, WCMS and Implementing Executive & Employee Blogs © 2009 Prescient Digital Media 43
- 44. Carmine Porco General Manager & V.P. Prescient Digital Media cporco@prescientdigital.com www.PrescientDigital.com www.IntranetBlog.com www.Facebook.com (search “Intranet Global Forum”) www.Twitter.com/intranet2 416.986.8800 Available on SlideShare: Creating a Measurable Intranet Strategy - Prescient Digital Media 09" http://www.slideshare.net/Prescient © 2009 Prescient Digital Media 44 © 2009 Prescient Digital Media 44
Editor's Notes
- #2: Alexis Southard-Wray, V.P., Senior Manager, Online Internal Communications , PNC Financial Services Group,
- #3: Alexis Southard-Wray, V.P., Senior Manager, Online Internal Communications , PNC Financial Services Group,
- #4: Personas work for both intranets and Internets
- #5: Personas work for both intranets and Internets
- #6: Strategy provides direction. Without it, how do you know where you are going? And how will you know when you get there? How will you know it’s a successful journey? And along with strategy, governance needs to be in place so that you have the foundation of support to proceed.
- #7: pronounced SOON-zuh, Sun Tzu is traditionally believed to be the author of The Art of War, sometimes called the Sun Tzu, an influential ancient Chinese book on military strategy considered to be a prime example of Taoist strategy. Sun has had a significant impact on Chinese and Asian history and culture, both as an author of the Art of War and as a legendary figure. During the 19th and 20th centuries, Sun's The Art of War grew in popularity and saw practical use in Western society, and his work has continued to influence both Asian and Western culture and politics. It is accepted as a masterpiece on strategy and often referenced by generals and theorists throughout history. The essence of strategy is that you must set limits on what you're trying to accomplish. - Michael Porter
- #21: Hard: From paper reduction and reduced information distribution to labour reductions Sales: allow sales force to enter and access customer data, track sales leads, forecast sales and profit, shcedule meetings and more Productivity: by aggregating disparate tools, quicker and more accurate access Competitveness: faster and more accurate information and knowledge, not to mention hiring Gen Y’s Access: Desktop and home access to multiple applications and processes Infrastructure: capital an maintenance costs reduced by utilizing web technology Collaboration:the value of an organization will exponentially increase as more and more connections and collaboration points are made between intranet users, look at linked in, facebook, twitter Time to market: responding faster to market demands with real time info sharing, faster development of products and services Customer Service: fewer employees required to service customers through support and reference information. Cisco is able to resolve 70% of of help desk calls online for a $86M savings H.R: arming employees with the right tools and information to do their job.
- #22: Sodexho USA (www.sodexhoUSA.com) is the leading provider of food and facilities management in North America, with $6 billion in annual revenues and 110,000+ employees. Sodexho runs cafeterias, housekeeping in the hospitality sector, grounds keeping, plant operations and maintenance and laundry services to more than 6,000 companies principally in health care, schools, and the military. One of SodhexoNet’s more innovative and successful tools is its SuperSleuth sales lead program. SuperSleuth is an intranet web page and application that encourages employees to submit sales leads and prospective clients via the intranet. Successful leads submitted via the SuperSleuth intranet page generate cash rewards of up to $1000 for the person making the submission. Sodhexo says it has contributed to a 100% increase in sales leads in the past year. Let me repeat: a 100% increase in company sales leads. Wow!
- #24: One of SodhexoNet’s more innovative and successful tools is its SuperSleuth sales lead program. SuperSleuth is an intranet web page and application that encourages employees to submit sales leads and prospective clients via the intranet. Successful leads submitted via the SuperSleuth intranet page generate cash rewards of up to $1000 for the person making the submission. Sodhexo says it has contributed to a 100% increase in sales leads in the past year. Let me repeat: a 100% increase in company sales leads. Wow!
- #27: And dozens of criteria within each category
- #41: Alexis Southard-Wray, V.P., Senior Manager, Online Internal Communications , PNC Financial Services Group, pronounced SOON-zuh, Many organization
- #42: Signifies lack of tracking, measuring and analysis. And an assumption can be dangerous as it usually relies on only a single point of reference – “I am a user” – therefore design for yourself even though your knowledge of the organization and site gives a distinct advantage…