Communicating to employees is difficult. There's the risk of overloading them with irrelevant communications that they don't need. SharePoint has tools that you can use to target communications. In this deck you'll find guidelines for how to build effective intranets.
7. Sensory Overload
• “one or more of the
senses are strained and it
becomes difficult to focus
on the task at hand”
-Wikipedia.org
• “Filtering out extraneous
information is one of the
basic functions of
consciousness”
-Barry Schwartz, Paradox of
Choice
8. Information Overload
• “… the difficulty a
person can have
understanding an issue
and making decisions
that can be caused by
the presence of too
much information.”
9. Too Much Information
• In 2007 there were
– 281 exabytes (million
terabytes) of information
created.
– 15.2 trillion pages printed
worldwide
• In 2010 there were
– 171 billion pieces of direct
mail handled by the USPS
– an estimated 321 billion
Email messages received
Sources: USPS, IDC, LYRA, Radicati
10. Not the Good Kind
• 53% of people believe
that less than half of the
information they receive
is valuable
• 28% of the typical
workday is wasted by
unnecessary interruptions
• 650 billion dollars of
productivity lost due to
Information Overload
Source: Basex
11. Signal to Noise Ratio
• The amount of
meaningful data as
compared to the non-
meaningful data
• The greater the ratio
the more satisfied we
are
13. How News Has Changed
• Almanacs appeared
monthly then weekly
• Newspapers appeared
daily
• Radio and TV delivered
news daily – and
whenever it happened
• Email / Web Sites
delivers news to us
now.
14. What is an Intranet?
• News
• Articles
• Applications
• Navigation / Portal
16. River of News
• News stories listed in
descending
chronological order
• Minimally targeted or
filtered
• The greater the flow the
more “alive” the site
will seem
17. Controlled Delivery
• One or more areas for
controlled delivery of
news
• Types
– Rotating Banner
– Fixed Positions
18. Rotating Banner
• Allows more content to
exist in the same space
• Provides elasticity for
content
• Means that content
isn’t guaranteed to be
visible
19. Fixed Positions
• Guarantees that
content will be visible
• Rigid so exactly as much
content as necessary
must be there
20.
21. Targeting Information
• Matching User
properties to content or
application properties
• Targeting Options
– Content Targeting
– In-Part Personalization
– Web Part Targeting
– Personal Pages
22. Queuing Content
• Set Start and End Dates
• Prioritize Content
• Top priority content is
displayed on the page
• Insert content with a
high priority to “bump”
other content
23. Public Service Announcement (PSA)
• Low-priority content
that is used when no
other content is
available
• Long term “did you
know” type content
24. The Content Ad
• Beyond the landing
page
• Creates an opportunity
for long-term initiatives
to be well known
25. Common Targets
• Physical Area/Location
• Business
Unit/Department
• Organizational Level
• Interest Groups
27. SharePoint Audiences
• SharePoint uses
audiences to define
targeted groups
• Content can be targeted
• Users are selected into
an audience based on
profile properties
28. Problems with Audiences
• One Audience per
“match” becomes many
audiences
• Post-compiled so not
appropriate for user
selected attributes
31. Radio - Motivation
• What is in it for me?
(WIII FM)
• Describing the benefits
to individual users
• Difficult to find
individual, palpable
meaning for individuals
32. Emotional-Rational-Environment
• The Model
– Elephant – Emotional
powerhouse
– Rider – Rational control
– Path –Environment and
habits
• Implications
– The rider has the illusion
of control
– The path has strong
influence
CC Flickr mckaysavage
33. Build a Bridge
• Put all of the content on the
internet
• Send an email summary
with links to the content on
the intranet
34. Blocking the Old Path
• Start with existing email
options
• Slowly restrict large
email groups
• Eventually eliminate use
of large email groups
35. Breaking Bad Habits
1. Really want to change
(not just hope)
2. Make the habit
conscious
3. Bait and Switch – Find
something else
whenever you are
tempted
4. Stay Committed – Don’t
waiver or say “just this
one time”
37. Target Communication
• Create a design with
elasticity for peak
communication periods
• Create a backlog of
communications
• Create PSAs to fill the
slow time
• Leverage Ads to relieve
pressure on the landing
page
38. Drive Intranet Traffic
• Make all content come
through the Intranet
• Reduce access to Email
distribution lists
39. Reduce Email Clutter
• Make targeted thinking
a part of the culture
• Post announcements –
don’t email them
Communications Satisfaction - Communication Satisfaction Questionnaire (1977) Downs and HazenEmployee Satisfaction – “One More Time: How Do You Motivate Employees” (1987) HerzbergEmployee Replacement – “Employee Replacement Costs” (2010) Institute for Research on Labor and Employment, University of California, Berkeley
Not all Carrots and Sticks work the same wayBelieve salary is a key motivator – but it’s not that effectiveNote: Achievement, Recognition, Work, and Responsibility are key motivators – that are often ignored.
Time: +10 minutes / 2 minutesKey points:Scribes were writing hieroglyphics thousands of years BCIn 1450 Gutenberg invented a printing press that made it possible to quickly and easily reproduce works in massive quantitiesThe typewriter, in 1870, made it possible to more rapidly produce written works.In 1959 the Copy machine made it possible to make – “like original copies” making copying of works easier.In the 1970s computers began to churn out documents for companiesIn the 1980s personal computers became affordable so that anyone could start to work on information themselvesIn the 1990s computer networks began to become popular so the individual productivity of a personal computer could be aggregated with othersIn the 2000s digital cameras began to become popular adding the management of images to the content management lifecycle
What temperature is it in your office?How bright is it?How do your clothes feel against your skin?Are you hungry?Are you tired?
Conflictinginformation
Frustrated with communications
Diffusion of innovation
Push = EmailPull = Web Site
Lack of Control – just appears. Managing the content creators not managing the content
28% - The Percentage of the typical workday wasted by interruptions caused by unnecessary information - Basex53% - The percentage of people who believe that less than half of the information they receive is valuable.42% - The percentage of people who accidentally use the wrong information at least once per week.15.2 - The Trillions of pages printed worldwide - LYRA Research, 2007281 - The number of exabytes of information created in 2007 - IDC, 2007100.9 - millions of pieces of direct mail that are distributed by the US Postal Service every day - USPS, 2007650 - The billion dollar values of productivity lost per year as a result of information overload -- Basex 2083%-5% - The amount of its revenue a typical enterprise spends managing documents -- Xerox StudyStory: BMV Meeting … # of Emails each day … finally got it.
Stack of DishesDisney FastPass
Time: 1 minutePeople are not machines or interchangeable parts (Fred Brooks – The Mythical Man Month)Story: Conference Call NumbersUnlimited long distanceCalling the toll-free number vs. the toll/long distance numberThere’s no WIII FM w/ dialing the toll/long distance number
Speak to the elephantLaydown the right path -> Set the right defaultsReferences:Switch – Chip Heath / Dan HeathHappiness Hypothesis – Jonathan Haidt
Forced to make design changes when the quality of the steel for the support cables was not sufficient.The task to test the quality (tensile strength) of the steel was deferred until after it was run across the span.Source:To Engineer Is Human : The Role of Failure in Successful Design, by Henry Petroski
-Ultimately we’re changing/breaking habits and replacing them with better ones.- Consider a 12 step program. First you have to admit you have a problem.