Putting employees at the centre of your intranet redesign — Emma Morrison and Usman Hasan
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Emma Morrison and Usman Hasan of Hyde Group (Housing) at Intranet Now, October 2018.
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Putting employees at the centre of your intranet redesign — Emma Morrison and Usman Hasan
- 1. Putting employees at the centre of your intranet redesign Emma Morrison Usman Hasan
- 2. Our current intranet • Fragmented across two platforms • Inconsistent and inflexible design • No global search The Hydewide home page… • News area has no content hierarchy • One-way broadcast – no interaction • Unfit for workforce of the future Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3 T h e H u b s H y d e w i d e
- 3. Barriers to staff engagement • Old branding - doesn’t inspire confidence • News area is a muddle - with no clear purpose • No ‘content hierarchy’ • One-way broadcast • Staff directory out of date and inconsistent • Search and structure not fit for purpose – wasting staff time • Does not facilitate the culture of achievement Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 4. Culture of achievement Clarity and focus Work at good pace High expectations Staff are empowered Staff can collaborate We celebrate! Improve the delivery of corporate news and messages Improved digital workplace - staff can find what they need to do their job New staff intranet is high quality, up to date and something to be proud of Social business tools to enable two-way conversation and interaction Improved staff directory and social business tools to facilitate collaboration A space to highlight achievements and share success! Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 5. Intranet workshops – staff had their say Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 6. What we did • 11 workshops in different locations • Around 100 staff members attended • We asked for their views • Tell us what you hate about the intranet • Tell us how we can make it better • Organise into themes as a group using post-its • Using ‘peanut butter in the jam aisle’ analogy (borrowed from last year’s Intranet Now) Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 7. What staff said • “Sooo much of the content is out of date” • “But it’s not relevant to me?” • “The staff directory is incorrect and inconsistent” • “I can’t find anything as the search doesn’t work” • “Why do important news items get bumped off by cake sales?” • “I just want quick links to the documents I actually use” • “Why can’t we add comments and ask questions?” • “It looks really boring and old fashioned…” Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 8. Six lessons we learned from our workshops Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 9. Lesson one – who? • Keep groups small • Get influencers in • Separate ‘senior’ management team Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 10. Lesson two – when? • Stick to lunchtime • Mountain to Mohammed • Take nightclub approach Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 11. Lesson three – glorious food! • Feed them • Write ‘free lunch’ on the invite • Order extra – don’t run out Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 12. Lesson four – the session • Be flexible - horses for courses • No gripe no gain Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 13. Lesson five – have fun! • Make ‘em laugh • Use what’s out there; It’s made for sharing Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 14. Lessons learned – and finally • Double up • Keep it simple • Use our ‘whine and dine’ approach Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 15. Where are we now and where are we going • Results of the staff workshops were added to the business case • Staff feedback will help us prioritise our decisions • Success measures will include: • Analytics and user journeys • Staff feedback – formal and informal • Reduction in time taken to complete ‘top tasks’ • Staff engagement Emma Morrison & Usman Hasan @EMX40 @UsmanHasan3
- 16. The confusing library - the Two Ronnies - You don’t classify books by their colour! - It’s the architect’s idea. He said they’d look neater. - Your system is stupid! - Well, no one else has ever complained… @EMX40 @UsmanHasan3 Video: https://youtu.be/AYxmPHLU9oA
Notas do Editor
- EM Intro
- EM Home page called ‘Hydewide’ – on Umbraco 4, not updated for 7+ years. - A ‘staff noticeboard’ where all employees can post news and events - Where staff access our people directory - A few pages of business-wide content and where we run comms campaigns. Six Hyde Hubs phased in over last three years, on Umb 7.5, contain content, policies & procedures, news for the business Directorates.
- EM Staff engagement is really important, but the current intranet creates barriers to engagement Rather than being a platform we can use to facilitate increased levels of engagement.
- EM Our ‘people’ objective is all about creating a culture of achievement where staff have clarity and focus Can do their day jobs quickly and find the info they need Staff can collaborate with each other and interact with business comms
- EM We wanted to talk to staff to see what they felt about the intranet
- EM
- EM These will no doubt be common themes today – but here is a summary of what our staff said My colleague Usman will now talk you through the lessons learned from our workshops
- UH
- Keep group small – We had 8, you really don’t want more, keep track and keep everyone involved. Get ‘infuencers’ in – Not just seniority, vocal and popular types. You wil need them onside Separate ‘senior’ managers – (contrary to modern thinking) We ran a separate session for senior managers.
- Stick to lunchtime – No last minute excuses about other meetings or managers saying staff are ‘too busy’ … at lunchtime? Really? Mountain to M - Make it as easy as possible. Go to them, don't expect them to come to your office. Nightclub approach - Strictly booking only. If your name not on list, you're not coming in (of course you can secretly relax this on the day). We eventually found people begging us to come, so had to set up extra sessions. Create ‘ latent demand’.
- Everyone loves a free lunch - Never underestimate the importance of food. Do not skip this one. A Sainsbury’s meal deal is perfect. Make this clear on the invite - Ask if they’re veggie/gluten-free/ halal, show them you’re committed. They will be too. Don’t make them wait. Give them food early, breaks the ice and they listen (because they’re mouths are full). Order extra – Don’t get caught short. Added benefit, it makes you appear generous.
- Horses for courses - Tailor sessions to your specific user group/dept – be flexible. No gripe no gain - Let them let off steam. Listen. THEY will feel better for it. Light the touch paper and let ‘em go! (Yes, even if it’s about IT equipment or office temperateure) 5 mins of unadulterated ranting is the best possible start to your session – you WANT passion.
- Make ‘em laugh - Use humour to break ice and encourage creativity. Use what’s out there - There’s so much good material out there. (How hard is it to type ‘intranet’ into Google and select ‘video’ … - If you can't find anything relevant and funny on YouTube, then you really aren't trying!) Use it, it’s made for sharing. We used fruit.
- Double up – With at least two facilitators to jolly things along and keep the chat flowing. Keep it simple – Don’t overload your attendees and don’t talk techie. Use our ‘whine and dine’ approach -
- EM We took detailed notes, quotes and photos from each workshop We produced a report which is included in our full intranet business case Due for approval next week – so hopefully we’ll be invited back next year to tell you how we got on! Feedback will be central to the intranet project and will help us plan and prioritise our decisions at each step of the way. How will we measure success? We are digital professionals so we will use real evidence where we can - analytics anecdotal and formal feedback (eg surveys) plus reduction in time taken to complete top tasks, we’ll be establishing benchmark figures before we formally kick off. And of course – our staff engagement score which is calculated annually.
- UH/EM - You don’t classify books by their colour! - It’s the architect’s idea. He said they’d look neater. - Your system is stupid! - Well, no one else has ever complained…