Creating A Measurable Intranet Strategy Prescient Digital Media

© 2009 Prescient Digital Media
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Creating a MeasurableCreating a Measurable
Intranet StrategyIntranet Strategy
Presented by
Carmine Porco, Prescient Digital Media

About Prescient
• Consultants that provide strategic Internet and intranet
consulting, planning and communications services to
organizations of all sizes.
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© 2009 Prescient Digital Media© 2009 Prescient Digital Media
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Agenda
• Importance of an Intranet Strategy
• Research Techniques
• Creating Measurable Goals for your
Strategy
• PNC Case Study
• Q&A
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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)?
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Strategy provides direction
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Vision
OBJECTIVES
GOALS
Tactics
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Strategy
• Strategy without tactics is the slowest route to victory.
Tactics without strategy is the noise before defeat.
- Sun Tzu
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Measurable Objectives
• If you don’t have specific objectives, how do you know
if and when you are successful?
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ResearchResearch
TechniquesTechniques

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
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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)
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• 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

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• 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

2. Audience Analysis: Usability Testing

2. Audience Analysis: Surveys
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2. Most trusted source of info (IBM )
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2. IBM W3
Source: IBM, Liam
Cleaver,
Transforming our
workplace:
enabling
collaboration in a
complex organisation
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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
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2. Microsoft Intranet
Source: Microsoft.com
http://technet.microsoft.com/
Cc184928.image003(en-
us,TechNet.10).gif
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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).
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3. ROI – Intranet Benefits
• Hard Costs
• Sales
• Productivity
• Competitiveness
• Application Access
• Infrastructure
• Collaboration
• Time to Market
• Customer Service
• Human Resources
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3. Sodexho intranet sales leads
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3. Sales lead form
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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.
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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
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www.PrescientDigital.com
3. Finding ROI
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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%)
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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
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4. Site Assessment
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4. Evaluation Scores
Overall Score: 1 2 3 3.6 4 5 6 7 8 9 10
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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
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5. Benchmarking - Comparison
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
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Developing aDeveloping a
MeasurableMeasurable
Intranet StrategyIntranet Strategy

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Strategy Methodology
• Develop:
o Vision and Mission Statement
o Goals
o Objectives
o Key performance indicators (KPIs)
o Governance model
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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
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Strategic planning survey
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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
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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.
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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
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Strategic Key Performance Indicators
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Improvements
Time/ Growth
Maximized:
•Site Access
•Culture & Adoption
•Site Analytics (Views & Use)
High level maintenance:
•Content
Level off maintenance:
•IT Resources

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PNC Financial Services GroupPNC Financial Services Group
Case StudyCase Study
Quantifying Your
Intranet’s Effectiveness
Alexis Southard-Wray

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
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Q&A
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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
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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:
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Creating A Measurable Intranet Strategy Prescient Digital Media

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