Worldwide Intranet ChallengeAnalysis of Intranet End User
BehaviourSeptember 2013
Andrew Wright World Intranet Challenge (WIC)
• What is the Worldwide Intranet Challenge?
• What are the most valuable intranet qualities
• Case studies
Agenda
Who has done it?
• Over 45,000 people• In 23 countries• Over 160 companies• Including (see all):
• Nestlé• Emirates Airline• British Gas• Deloitte• Arup
Why participate?
• Measure satisfaction• Measure before & after• Motivate the intranet team• Basis of a business case• Determine priorities• Learn tips & tricks
• To deliver a better intranet
What is the WIC?
• It’s a web based survey• Asks users what they
think• About their intranet• Available in 13 languages
• It’s FREE
What is the Worldwide Intranet Challenge?
SharePoint; 15.5%
SharePoint 2007; 13.5%
SharePoint 2010; 9.7%
Other; 48.4%
Not known; 12.9%
Software used by organisations who have participated in the WIC
SharePoint 24 SharePoint 2007 21 SharePoint 2010 15 Other 75 Not known 20
155
In your opinion, which of the following is the most important in contributing to a valuable intranet?
1. Look and feel2. Ease of finding information3. Intranet governance4. Staff able to contribute and interact5. Performance and availability6. Help completing work tasks7. Quality of content
Ease of finding in
formation
Perform
ance &
availa
bility
Quantity & quality
of content p
rovided
Help completing w
ork tasks
Intranet c
hange management &
maintenance
Look a
nd feel
Staff able to
contri
bute & in
teract0.0%
25.0%
50.0%
75.0%
100.0%
66.2%
52.2% 51.9%
31.6%24.1% 20.4% 20.3%
26.4%
35.8% 37.3%
42.5%
43.2%45.1%
39.9%
7.3% 12.0% 10.9%
25.9%32.7% 34.5%
39.8%
In your opinion, how important are the following in contributing to a valuable intranet?
Critical Very Important Important
Total
- Inter
activit
y
Documents
Intranet
impro
vemen
tNew
s
Staff deta
ils
Total
- Conten
t
Business
applica
tions
Values
& cultu
re
Look & fe
el
Training
Home pag
e
Products
& servi
ces
New sta
rters
Intranet
training
Easy t
o read
Consisten
cy
Navigati
on
Labelle
d
Hierarc
hy
Customers
Up-to-date
conten
t
Total
- Pefo
rman
ce
Calendars
Off-site
access
Speed
0.000
0.050
0.100
0.150
0.200
0.250
0.300
0.350
0.400
0.450
0.500
Correlation of WIC questions to intranet valueCo
rrel
ation
val
ue
Question categories
Interactivity Content Maintenance Look and feel Finding information Performance
FindingInformation
Interactivity
The greater level of interactivity the greater
value of the intranet
Finding information has virtually no
correlation with how much time people
spend on the intranet
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
Publish content Discuss work topics Collaborate online Provide feedback0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
55.0% 56.9% 56.7%50.1%
28.5%29.0%
23.9% 39.3%
8.6%8.2%
8.4%
6.6%
How often do you use the intranet to:
Never Infrequently 2-3 times a month 2-3 times a week More than once a day
Approximately 90% of staff do not regularly contribute
to the intranet.
More than 50% never do
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
Collaborate online Publish content Discuss work topics Provide feedback Interactive - Total1.00
1.50
2.00
2.50
3.00
2.50
2.68
2.392.48
2.62
2.24
1.96
2.272.19 2.23
I can find the information I need on the intranet
Top 20% Bottom 20%
Disa
gree
Not s
ure
A
gree
------------------------------------------------------------------------average ---------------------------------------------------------------------------------------------------------- 2.32
Collaborate online Publish content Discuss work topics Provide feedback Interactive - Total1.00
1.50
2.00
2.50
3.00
3.50
2.83 2.81 2.84 2.822.96
2.50 2.422.51 2.43 2.36
Overall value of intranet
Top 20% Bottom 20%
Neut
ral o
r
Usef
ul
Ver
y in
diffe
rent
use
ful
--------------------------------------------------------------------------average ------------------------------------------------------------------------------------------------------ 2.66
What type of content should people be
publishing?
Structu
red co
ntent/l
ists
How to/p
rocedures
Form
s/tools/
templat
es
Documents
that can
be re-u
sed
News/b
logs
Collaborati
on/discussi
on forums
Referen
ce mate
rial
Reports
/perf
orman
ce mea
sures
/KPIs
Archive
s/reco
rds0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
10.0% 5.0% 5.9%
18.6%20.8%
16.3%
28.1%
19.5%
36.2%
24.9%29.1% 30.5%
33.5%34.8%
39.4%
29.4%
43.4%
21.3%
63.8% 63.6% 62.3%
42.1%37.6% 37.1%
26.7% 25.8%
11.3%
1 - Not useful 2 3 4 5 - Useful
Which intranet content types are most useful?
‘Signal’ content more valuable than ‘noise’
content
Total
- Inter
activit
y
Documents
Intranet
impro
vemen
tNew
s
Staff deta
ils
Total
- Conten
t
Business
applica
tions
Values
& cultu
re
Look & fe
el
Training
Home pag
e
Products
& servi
ces
New sta
rters
Intranet
training
Easy t
o read
Consisten
cy
Navigati
on
Labelle
d
Hierarc
hy
Customers
Up-to-date
conten
t
Total
- Pefo
rman
ce
Calendars
Off-site
access
Speed
0.000
0.050
0.100
0.150
0.200
0.250
0.300
0.350
0.400
0.450
0.500
Correlation of WIC questions to intranet valueCo
rrel
ation
val
ue
Question categories
Interactivity Content Maintenance Look and feel Finding information Performance
Noise
Signal
Case Studies• The Noise• The Signal• Change Management
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
Key design principle: Reduce the need for email
The Noise
“A very powerful tool to arm your employees with as it helps protect you from developing silos”
“Social interaction helps people be more productive, useful and visible also results in higher engagement and satisfaction levels”
“I have found it much more engaging and useful than any intranet I have used in other companies”
“Since implementing social collaboration technology, email traffic has reduced by a staggering 50 per cent company-wide”
“It’s the place where people build real relationships with colleagues in other locations”
“it helps to achieve sustained adoption of your intranet, adding continuous value to your employees (and your business)”
Colleagueupdates
nSynergy Home page
Leaderblog
FocusOncollaboration
My Sitepage
Integrated NewsgatorPersonalisednews feed
List of communitiesfollowed- Share docs- Comments
List of colleaguesfollowed
Gamification
Micro blog
QuestionThreads - ask & Respond to questions
Case Study: Government Organisation
Worldwide Intranet Challenge rankings: Top 10%• Instructions for completing work tasks• Policies and procedures• Publish content
Key design principles: • Make it easy for staff to publish FAQs• Integrate publishing into daily work - sustainable
The Signal
Information ArchitectureShows the relationships
betweencontent types
Look-up columns means they are linked – ‘breaks down silos’- context
Generatedautomatically – ‘breaksdown silos’- context
Feedback
Wiki content
What’s new
Access to all work instructions
Showslatest changesby role – continuousimprovement
Shows populartasks
Shows scheduledtasks
Handy linksto supportingcontent – - context
Ad hocrequestedtasks
Aggregates content types owned by the Business Unit on a
single page
Case Study: Weston Solutions
Worldwide Intranet Challenge rankings:• #1 Overall ranked intranet• #1 For many of the questions• First benchmark ranked #77
Key design principles: • Support Weston Solutions business objectives• Strong emphasis on change management• Must support staff’s daily business activities
Change Management
Personal links
3 key current themes
Employeespotlightchanges each day
Newsgatorcommunities
• 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
Approach to change management
• 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
• 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
Recap
To participate in the WIC
worldwideintranetchallenge.com
