Analyze Intranet End User Behavior
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Presentation about the latest intranet trends based on research from the Worldwide Intranet Challenge (WIC). Also includes three case studies of leading intranets.
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Analyze Intranet End User Behavior
- 1. Worldwide Intranet Challenge Analysis of Intranet End User Behaviour September 2013 Andrew Wright World Intranet Challenge (WIC)
- 2. Agenda • What is the Worldwide Intranet Challenge? • What are the most valuable intranet qualities • Case studies
- 3. What is the Worldwide Intranet Challenge? What is the WIC? Why participate? Who has done it? • It’s a web based survey • Asks users what they think • About their intranet • Available in 13 languages • Measure satisfaction • Measure before & after • Motivate the intranet team • Basis of a business case • Determine priorities • Learn tips & tricks • Over 45,000 people • In 23 countries • Over 160 companies • Including (see all): •It’s FREE • To deliver a better intranet • Nestlé • Emirates Airline • British Gas • Deloitte • Arup
- 4. Software used by organisations who have participated in the WIC Not known, 12.9% SharePoint, 15.5% SharePoint 2007, 13.5% SharePoint 2010, 9.7% Other, 48.4% SharePoint SharePoint 2007 SharePoint 2010 Other Not known 24 21 15 75 20 155
- 5. In your opinion, which of the following is the most important in contributing to a valuable intranet? 1. 2. 3. 4. 5. 6. 7. Look and feel Ease of finding information Intranet governance Staff able to contribute and interact Performance and availability Help completing work tasks Quality of content
- 6. In your opinion, how important are the following in contributing to a valuable intranet? 100.0% 7.3% 12.0% 10.9% 25.9% 32.7% 34.5% 39.8% 26.4% 75.0% 35.8% 37.3% 42.5% 50.0% 43.2% 45.1% 39.9% 66.2% 52.2% 25.0% 51.9% 31.6% 24.1% 20.4% 20.3% Look and feel Staff able to contribute & interact 0.0% Ease of finding information Performance & availability Quantity & quality Help completing of content work tasks provided Critical Very Important Intranet change management & maintenance Important
- 7. 0.400 0.350 0.300 Total - Interactivity Time Documents Work instructions Intranet improvement Online forms News Policies & procedures Staff details Publish content Total - Content Intranet feedback Business applications Total - Maintenance Values & culture External web sites Look & feel Work tasks Training Intranet changes Home page Total - Look and feel Products & services Collaboration New starters Forms Intranet training Discussion forums Easy to read Find information Consistency Finding information Navigation Re-usable documents Labelled Accurate content Hierarchy Reports Customers Templates Up-to-date content Change notification Total - Peformance Search Calendars Availability Off-site access Personalisation Speed Mobile access Correlation value Correlation of WIC questions to intranet value 0.500 Interactivity Question categories 0.450 Finding Information Interactivity Content Maintenance Look and feel Finding information Performance 0.250 0.200 0.150 0.100 0.050 0.000
- 9. The greater level of interactivity the greater value of the intranet
- 10. Finding information has virtually no correlation with how much time people spend on the intranet
- 12. What if the problem is NOT that people can’t find what they want… … but that the content doesn’t exist in the first place
- 13. How often do you use the intranet to: 100.0% 6.6% 90.0% 8.2% 8.6% 8.4% 80.0% 70.0% 60.0% 50.0% Approximately 90% of staff do not regularly contribute to the intranet. 29.0% 28.5% 39.3% 23.9% More than 50% never do 40.0% 30.0% 56.9% 55.0% 56.7% 50.1% 20.0% 10.0% 0.0% Publish content Never Discuss work topics Infrequently 2-3 times a month Collaborate online 2-3 times a week Provide feedback More than once a day
- 15. 1. Not enough priority given to persuading people to contribute 2. People don‟t know what they should be contributing 3. Not enough priority given to change management
- 17. Disagree Not sure Agree I can find the information I need on the intranet 3.00 2.68 2.62 2.50 2.50 2.39 2.24 2.48 2.27 2.23 2.19 ------------------------------------------------------------------------average ---------------------------------------------------------------------------------------------------------- 2.32 1.96 2.00 1.50 1.00 Collaborate online Publish content Discuss work topics Top 20% Provide feedback Interactive - Total Bottom 20% Overall value of intranet Neutral or indifferent Useful Very useful 3.50 3.00 2.83 2.84 2.81 2.82 2.96 2.51 2.50 --------------------------------------------------------------------------average ------------------------------------------------------------------------------------------------------ 2.66 2.43 2.42 2.36 2.50 2.00 1.50 1.00 Collaborate online Publish content Discuss work topics Top 20% Bottom 20% Provide feedback Interactive - Total
- 18. What type of content should people be publishing?
- 19. Which intranet content types are most useful? 100.0% 11.3% 26.7% 80.0% 63.8% 63.6% 37.1% 37.6% 42.1% 25.8% 21.3% 62.3% 60.0% 29.4% 43.4% 34.8% 39.4% 33.5% 40.0% 36.2% 28.1% 24.9% 20.0% 29.1% 30.5% 19.5% 20.8% 18.6% 10.0% 5.0% 16.3% ‘Signal’ content more valuable than ‘noise’ content 5.9% 0.0% 1 - Not useful 2 3 4 5 - Useful
- 20. 0.450 0.400 0.350 0.300 Total - Interactivity Time Documents Work instructions Intranet improvement Online forms News Policies & procedures Staff details Publish content Total - Content Intranet feedback Business applications Total - Maintenance Values & culture External web sites Look & feel Work tasks Training Intranet changes Home page Total - Look and feel Products & services Collaboration New starters Forms Intranet training Discussion forums Easy to read Find information Consistency Finding information Navigation Re-usable documents Labelled Accurate content Hierarchy Reports Customers Templates Up-to-date content Change notification Total - Peformance Search Calendars Availability Off-site access Personalisation Speed Mobile access Correlation value Correlation of WIC questions to intranet value 0.500 Question categories Signal Noise Interactivity Content Maintenance Look and feel Finding information Performance 0.250 0.200 0.150 0.100 0.050 0.000
- 22. Case Studies • The Noise • The Signal • Change Management
- 23. Case Study: nSynergy Worldwide Intranet Challenge rankings: • #1 Discuss work topics • #1 Collaborate with other staff • #2 Publish content • #3 Provide feedback or comments about intranet content The Noise Key design principle: Reduce the need for email
- 24. “Since implementing social collaboration technology, email traffic has reduced by a staggering 50 per cent company-wide” “A very powerful tool to arm your employees with as it helps protect you from developing silos” “It‟s the place where people build real relationships with colleagues in other locations” “Social interaction helps people be more productive, useful and visible also results in higher engagement and satisfaction levels” “it helps to achieve sustained adoption of your intranet, adding continuous value to your employees (and your business)” “I have found it much more engaging and useful than any intranet I have used in other companies”
- 26. Micro blog Integrated Newsgator Personalised news feed Question Threads - ask & Respond to questions My Site page List of communities followed - Share docs - Comments List of colleagues followed Gamification
- 27. Case Study: Government Organisation Worldwide Intranet Challenge rankings: Top 10% • Instructions for completing work tasks • Policies and procedures • Publish content The Signal Key design principles: • Make it easy for staff to publish FAQs • Integrate publishing into daily work - sustainable
- 28. Information Architecture Shows the relationships between content types
- 29. Feedback Access to all work instructions Wiki content What’s new Look-up columns means they are linked – ‘breaks down silos’ - context Generated automatically – ‘breaks down silos’ - context
- 30. Shows latest changes by role – continuous improvement Shows popular tasks Ad hoc requested tasks Shows scheduled tasks Handy links to supporting content – - context
- 31. Aggregates content types owned by the Business Unit on a single page
- 32. Case Study: Weston Solutions Worldwide Intranet Challenge rankings: • #1 Overall ranked intranet • #1 For many of the questions • First benchmark ranked #77 Change Management Key design principles: • Support Weston Solutions business objectives • Strong emphasis on change management • Must support staff’s daily business activities
- 34. Approach to change management • Followed Dr. John Kotter‟s 8 step process for leading change • Conducted town hall meetings to spread the word • A “Five for Five” plan: employees spend five minutes talking about the Portal with a portal committee member in exchange for a $5 gift certificate • One-page Quick Start Guides with examples of usage and success that are shared every two weeks • A competition between business units to update profiles • Weekly brown bag sessions, offered virtually and locally to share best practices • A portal “minute” before every company meeting including quick “did you know” statements and best practices about the portal • A “30 for 30”: an online meeting that offers 30 portal tips in 30 minutes Complete videos series at: worldwideintranetchallenge.com
- 35. Recap • Staff participation should be #1 priority • An interactive intranet is a valuable intranet • More time on intranet is a GOOD thing • „Qualified‟ content more valuable than „unqualified‟ – though integrally related • Change management key to success
- 36. To participate in the WIC worldwideintranetchallenge.com
Notes de l'éditeur
- First thing – get people to complete the online survey. After viewing results, the goal of the session is to convince you that you have got this back to front.When I first started developing the material for this presentation it was supposed to be about finding information. And how delivering content with a meaningful context would expedite this. After all, finding information is the biggest problem people have with intranets right? Well as I analysed the data, something even more important became apparent and startling
- Why did I start the WIC? Had a feeling – like many people - that intranets have huge untapped potential for improving the way we work. From giving people more freedom and control over where and how they work to taking away the sysphiun condition
- Please complete the survey
- Explain how this has been a dilemma for a while. The possible solution is that the content doesn’t exist in the first place. Lets look at the evidence.
- Represents a treasure chest of information
- If this hypothesis is right – it should be easier to find information for those organisations where there is a high level of contribution and hard to find information where there is a low level of contribution? This is fact the case. By now, I am 90% convinced the problem with finding information in the intranet is not search, lack of meta data, poor information architecture – but lack of quality content. People don’t want to contribute. Definitely my personal experience. At least not on an ongoing or sustainable basis.
- So if we agree that finding information is not the problem – it’s content. Note – the different types of content and how important they are considered in the survey. What can we do about it?
- The content types here seem roughly to match those in the survey results – qualified content is more valuable than WIP/Collaborative content. Also important to distinguish between different content types – the signal and the noise – quality content V collaborative content. One more valuable than the other.