Why Do Intranets Fail?
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The document discusses the common reasons for intranet failures, highlighting three major mistakes: lack of planning, absence of governance, and lax content management. It presents survey results indicating low satisfaction levels in various aspects of intranet performance and emphasizes the importance of strategic planning and proper governance to enhance organizational communication and effectiveness. Additionally, it outlines effective content management strategies and the roles necessary for successful intranet governance.
Why Do Intranets Fail?
- 1. Why Do Intranets Fail? Toby Ward Watch the webinar video instead 12/17/2012 Confidential © 2012 Prescient Digital Media
- 2. Agenda • State of The Intranet • #1 Mistake • #2 Mistake • #3 Mistake • Questions
- 3. About Us 12/17/2012 Confidential © 2012 Prescient Digital Media
- 4. World Leading Intranet Experts • 12 years of profitable history • Dozens of Fortune 500 Clients • World-Renown Thought Leaders; 150+ intranets
- 5. Clients
- 6. PrescientDigital.com • Hundreds of articles • Dozens of white papers & reports • Dozens of case studies & videos • Access to multiple social media channels
- 7. First ever intranet methodology
- 8. First to define & study “social intranet”
- 9. State of The Intranet 12/17/2012 Confidential © 2012 Prescient Digital Media
- 10. In a word…. • Bad
- 16. Strictly Confidential ©2012 Prescient Digital Media Not For Distribution
- 17. Content Social Intranet Study, 2012, 424 participants 17% Very Good 6.8 Out of 10 32% Good 31% Satisfactory 15% Poor 5% Very Poor
- 18. Strictly Confidential © 2009 Prescient Digital Media Not For Distribution
- 19. Design Social Intranet Study, 2012, 424 participants 13% Very Good 6.2 Out of 10 25% Good 30% Satisfactory 23% Poor 9% Very Poor
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- 22. Tools & Applications Social Intranet Study, 2012, 424 participants 5.9 10% Very Good 18% Good 35% Satisfactory 27% Poor Out of 10 8% Very Poor
- 25. Usability & Information Architecture Social Intranet Study, 2012, 424 participants 5.9 9% Very Good 23% Good 28% Satisfactory 28% Poor Out of 10 10% Very Poor
- 27. Governance / Planning Social Intranet Study, 2012, 424 participants 5.6 8% Very Good 19% Good 27% Satisfactory 32% Poor Out of 10 12% Very Poor
- 28. Bank Intranet – Collaborative Model Strictly Confidential
- 29. Search Social Intranet Study, 2012, 424 participants 5.3 9% Very Good 18% Good 22% Satisfactory 29% Poor Out of 10 21% Very Poor
- 31. The Advanced Search fields, which appear when users select this option after running an initial search. The system maintains the results below so users can refer to them while refining the new search terms.
- 32. Social Media Social Intranet Study, 2012, 424 participants 4.6 9% Very Good 8% Good 18% Satisfactory 24% Poor Out of 10 32% Very Poor
- 33. Tools
- 34. Mobile Access Social Intranet Study, 2012, 424 participants 3.7 4% Very Good 4% Good 10% Satisfactory 28% Poor Out of 10 43% Very Poor
- 36. Nexus of Intranet Success
- 37. #1 Mistake: No Plan 12/17/2012 Confidential © 2012 Prescient Digital Media
- 39. Business Requirements • Interview senior management • Document expectations • Align with corporate objectives & goals
- 40. Employee Research • Survey • Focus Group • Usability Testing • Log Analysis • User Panels
- 41. Intranet Assessment © Prescient Digital Media STRICTLY CONFIDENTIAL NOT FOR REPRODUCTION OR DISTRIBUTION
- 43. Perspective • 1/3 of IT projects exceed budgets and schedules by almost 100% in small to mid-size companies (Gartner)
- 44. Planning Stages • Strategic planning • Governance & policies • Business case & ROI • Functional planning • Information architecture • Wireframing • Design • Content management • Change management
- 45. Mission Statements • Our mission is to connect people with the ultimate places to play. • To improve organizational effectiveness & communications by enabling employees to access timely, relevant info & applications where, when & how they need it.
- 46. Objectives & Goals - Definitions • Goals – Qualitative – Something worked toward, or striven for – Something toward which effort is directed • Objectives – Quantitative – End result of an endeavor/effort – SMART • Specific, Measurable, Attainable, Realistic, Time Defined
- 48. #2 Mistake: No Governance 12/17/2012 Confidential © 2012 Prescient Digital Media
- 49. Governance Defines the ownership and management model. o Management team o Roles & responsibilities o Decision making process o Policies & standards
- 50. The champion • C-level executive • The champion should have power and influence • Understands the value of the website & the potential • Needs to be involved, but not on a day-to-day basis • Only attend an occasional meeting
- 51. Governance Models - Modern • Collaborative / Federated • Executive champion • Steering Committee / Council • Decentralized content ownership; centralized platform • Centralized Hybrid • Single owner (usually department) • Bureaucratic • Highly controlled
- 52. Collaborative Communications Hospital Committee Internet Council Development (Internal & External Participation) Committee • Planned Giving Hospital • Annual Fundraising Communications Finance • Major Giving • Operations Editor-in-Chief Technical (Director of Communications) Editorial Committee (Content Owners) • Corporate Depts • Business Unit Depts Content Authors
- 53. Hybrid
- 54. Champions • Champions will participate in: – Supporting owner and committee – Representing intranet to senior executive – Source of funding – Trouble-shooting and conflict resolution
- 55. Owner o Maintains the intranet vision & mandate o Manages policy development o Approves project prioritization o Monitors performance against objectives o Allocates resources and budgets
- 56. Intranet Steering Committee • Chaired by Intranet Owner • Includes HR, IT, Comms, and sometimes divisional representatives • Brings insight from the whole organization • Discusses policy, evolution of site and drives future enhancements • Provides input, reviews and signs off on plans & policies • Troubleshooting
- 57. Policies • Standardization Policy – Compliance details for platform, templates and style guide • Email Usage Guidelines & Policy • Social Media Guidelines • Content Management Policy defining: – Content types: front-page news vs. static content – How content is developed, formatted, presented – Limitations on technical and graphic elements – Roles and responsibilities of publishers, editor etc.
- 59. #3 Mistake: Lax Content Management 12/17/2012 Confidential © 2012 Prescient Digital Media
- 60. Knowledge Management • The way and means that organizations create, store and access (reuse) knowledge to accomplish enterprise goals. KM requires: organizational processes and rules (taxonomy); innovative and participatory individuals; and the appropriate technology to support knowledge sharing.
- 62. More acronyms please Content Management (CM) is only one facet of KM, namely the technology and process by which online content is created and published Web Content Management (WCM) – via a CMS for a website or an intranet or an extranet Enterprise Content Management (ECM) – the STRATEGY and the technology (CMS) for medium-to-large organization content management; encompassing multiple technologies such as Records Management, Digital Asset Management, etc.
- 63. Content Management System (CMS) A content management system (CMS) is a technology (software) used to publish and manage content on a site Content is published using templates or wizards The CMS consists of two major parts: the content management application (CMA) the content delivery application (CDA)
- 65. Enterprise CMS (ECM) • Complex, enterprise wide deployment (100s of publishers; 10,000s – 100,000s of users) – US $200-250k+ for base licensing. • Adobe • Alfresco • HP / Autonomy (Interwoven) • OpenText • Oracle (Stellant) • EMC (Documentum) • IBM (FileNet) • Microsoft (SharePoint) Strictly Confidential © 2012 Prescient Digital Media Not For Distribution
- 66. Effective content management • Effective CM requires: Detailed rules (editorial policy); Contributors who know and want to write: Supporting CMS
- 67. Rules • Conforms to the templates provided • Every page / document has name & email • Date of last published • Is reviewed / archived / deleted at fixed times (e.g. 6 months) • All content is written and formatted for the web • No anonymous comments
- 68. Content is SAGE • Smart • Actionable • Goal-oriented • Engaging
- 69. Smart content is written for web • Succinct • Chunks • Bullets • Sub-headers • Scanning
- 72. The price Licensing All the other costs
- 73. Next webinar Selling An Intranet Redesign to Your Boss January 15, 12:30 EST
- 74. Intranet Insight > PrescientDigital.com
- 75. Questions?