gerry mcgovern - intranets norway 2010
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IntranettverketFrokostseminar 28. januar 2010
Program
• 08.30-08.40 Velkommen• 08.40-10.00 Value-driven intranets ved Gerry
McGovern• 10.00-10.15 Pause• 10.15-10.45 Case: Intranettet til Pfizer ved Eirik H.
Rønjum• 10.45-11.00 Kort om Intranett2010 fra Mona
Halland
En sandkasse for vi som jobber med intranett
• 164 medlemmer• 24 innlegg• Snitt på 4-5 kommentarer per innlegg• Alle kan bli medlem• Alle kan skrive innlegg• Vekt på faglige diskusjoner og
kunnskapsdeling
Hvordan blir jeg medlem?
Send mail til intranett@netliferesearch.com for å få invitasjon!
How to prove to senior management that your intranet is delivering real value to the organization?
”
Value-Driven Intranets
Oslo, January 28, 2009
Gerry McGoverngerry@customercarewords.com
www.customercarewords.com
12
A user-centered site redesign experience
LCAWeb: Legal and Corporate Affairs (LCA) intranet portal for Microsoft worldwide
People are saying
There’s too much to read
I can’t find what I’m
looking for
It’s just easier to call
someone
LCAWeb? What is
LCAWeb?
Huh?
The content is outdated; I
don’t trust it.
There’s no answer to my
question
The solution: user-centered redesign
Task-based organization Organize content by “what applies to me” (the user) Focus on supporting daily user tasks
Align to the user’s mental model Organize content by task category, not legal department
Intellectual Property Copyrights, Trademarks, Patents
Use client language
Example: user’s mental model
Old navigation:
New navigation:
Trademarks
Fictitious Names
Marketing
Fictitious Names
16% of participants found the topic.
100% of participants found the topic.
Task: You are looking for a person’s name to use in an example in a whitepaper.
Example: task-based organization and client language
Aug Sep Oct Nov Dec Jan-09 Feb Mar Apr May Jun Jul Aug Sep0
20
40
60
80
100
120
140
160
In our wave 2 content redesign
Start: 285 pages 34 misc pieces of contentEnd: 71 pages 10 misc pieces of content
75% reduction in content!
Old and new navigationTasks:• I need to renew my green card.• I need to create a new vendor contract.• What’s Microsoft’s open source software policy?• I want to file a patent.
Old navigation:
New navigation:
Task Management @ HSBC
From content management to task management
27
Find people (phone directory/book, expert)
Procedures, policies, guidelines, standards
Training, learning, courses
News
Job Vacancies
Find a location
Travel (hotel, flight, rail, taxi)
Pay / salary details
Products, product support
Career development
28
Tasks Voting Trends
28
Tasks611
Voters1102
Voters1755
Voters4289
Voters5618
VotersFind a person (Group Directory) 691 1158 1703 3934 4947Branch procedure manual (BPM) 457 1018 1601 3534 4694Circulars 556 1060 1735 3719 4670Procedures A-Z 375 720 1200 2901 3711Branch manuals A-Z 260 506 847 2020 2684Check my points (FVA, SSQ, My contribution, My reward, IDAR) 195 481 761 1840 2462My learning 260 443 658 1753 2305HR procedures 280 501 785 1825 2265Job vacancies (My next move) 293 480 758 1682 2162Annual leave / holiday 88 224 380 1172 1624Branch locator 120 300 507 1210 1580Daily security code 92 219 395 1028 1475Location / department finder 156 231 418 936 1249Pay / salary details 110 183 314 900 1194News - bankwide 178 325 446 903 1123Interest rates 77 168 246 756 1046Product information (including EPI ) 110 192 328 776 1041Instruction manuals (e.g functional (FIM), branch (BIM), credit & risk, etc) 155 244 382 791 1005Best place to work 94 167 298 712 946My HR desktop 125 209 308 728 943
29
Unpaid leaveTask 5 You’d like to take six months off
work to travel the world (without resigning). You've worked with HSBC for four years. Do you qualify?
Completion rate 56%
Disaster rate 17%
Completion time 81 seconds
Optimal time 27 seconds= 5+5+5+6+6 secondsHome Page > HR Procedures Manual Home Page > “L” Index > Leave - unpaid leave > Answer (Sabbatical Leave page)
Task Performance
Indicator (TPI)20%
Frequency 17 per HSBC employee per year
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An Intranet Story…
Customer: Defra (Department for Environment, Food and Rural Affairs) a UK Government Department.
Bottom 20 chart
38
Tasks Total 21900 Cum%CumWords
Library (Information resource centre) 56 0% 97% 77%Health and Safety Guidelines 53 0% 98% 79%Facilities management 53 0% 98% 80%Sustainable development (SD) 53 0% 98% 81%Stationery (business card, office equipm 50 0% 98% 82%Health and wellbeing (work life balance) 49 0% 99% 84%Government Offices 39 0% 99% 85%Emergency procedures 36 0% 99% 86%Leaving Defra 35 0% 99% 87%Managing absence 31 0% 99% 89%Balanced score card 28 0% 99% 90%Resource management 25 0% 99% 91%Get a pass for a visitor 24 0% 100% 92%Producing reports 21 0% 100% 94%Volunteering 21 0% 100% 95%New employees guide 21 0% 100% 96%Supplier information 11 0% 100% 97%Collaboration (Communities of Practice, 10 0% 100% 99%Security information 8 0% 100% 100%
Class Score %About Defra 32 18%About You 63 35%Find People 34 19%Manager Tasks 32 18%News 17 10%Total 178 100%
Tasks TotalProcedures, policies, guidelines, standards 427Defra network (Agencies, NDPBs, etc) 308Acronyms, Abbreviations & Jargon 290Renew Defra 268Shared Services 257GSI (government secure intranet) 251Ministers 225Environmental policies 135Defra Strategy 120Best Practice Guides 100
Changing our intranet
Security levelNN/MMYY
Make employees more productive – Release time for other productive work
Tasks Votes % Cum % Cumvote words
1. Find Tetra Pak people 1184 10 10 12. Product portfolio 448 4 13 23. Vacancies at Tetra Pak 444 4 17 34. Technical documentation 429 3 20 45. Filling machines 429 3 24 56. Packaging Material 387 3 27 67. World Class Manufacturing (WCM) 326 3 30 78. Marketing & sales tools 317 3 32 89. Product Information Viewer (PIV) 316 3 35 910.Training 310 3 37 1011. Procedures, policies & guidelines 292 2 40 1112.Processing equipment 285 2 42 1213.Technical manuals 265 2 44 1314.Time reporting 247 2 46 1415.Sales manual 218 2 48 1516.Technical maintenance & support 214 2 50 16
Navigation Target
A first step towards an improved intranet navigation structure
TARGET :
‘Top 30 tasks available on 1-2 clicks’
Top level navigation
90 %
70 %
60 %
Freshnessintranet Content Quality
Temporary Archive
2003 2004 2005 2006 2007 20080
50000
100000
150000
200000
250000
3000002008
2006
2005
2004
2003
2007
50%
Demonstrating Result
Only five sample tasks demonstrate a time saving corresponding to more than
EUR 125.000:- per year*
The task based strategy demonstrates improved efficiency and potential cost savings for TetraPak
* 2500 h/year
49
Sample Task
49
• What are your company’s rules for maternity leave in your country?
SearchMore search options Help
Homepage
Intranet Home | Class B | Class C | About Me | About Company
Expected1st click
Intranet Home | Class A | Class B | About Me | About Company
ABOUT ME
Training
Job Vacancies
Travel
Time and Payroll
Employee Benefits
Environment (Working, Local)
Career Development
SearchMore search options Help
About Me
Expected 2nd click
SearchMore search options Help
Homepage
Intranet Home | Class B | Class C | About Me | About Company
Actual1st click
Intranet Home | Class A | Class B | About Me | About Company
ABOUT ME
Training
Job Vacancies
Travel
Time and Payroll
Employee Benefits
Environment (Working, Local)
Career Development
SearchMore search options Help
About Me
Actual 2nd click for 6/15 users
Intranet Home | Class A | Class B | About Me | About Company
ABOUT ME
Training
Job Vacancies
Travel
Time and Payroll
Employee Benefits
Environment (Working, Local)
Career Development
SearchMore search options Help
About Me
Only 1/15 clicked here
Tetra Pak Technical Service / Public Information05-07-07/Mats G Johansson
It’s about …
Publisher 10 min
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Tetra Pak Technical Service / Public Information05-07-07/Mats G Johansson
Publisher 60 min
Visitor 10 min Visitor 10 min Visitor 10 min Visitor 10 minVisitor 10 min
60
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It’s about …
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