Getting Your Intranet Right: 5 Common Pitfalls to Avoid
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Sam Marshall is the director of ClearBox Consulting and has 15 years of experience with intranets and digital workplaces. The document discusses common mistakes made with intranets, including losing executive sponsorship, over-personalizing content, getting carried away with design principles, forgetting about late adopters, and having over-zealous governance. It provides tips for getting intranets right such as cultivating champions, measuring metrics before and after changes, reflecting organizational structure, piloting with different user types, and having basic governance principles rather than extensive rules.
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Getting Your Intranet Right: 5 Common Pitfalls to Avoid
- 2. Sam Marshall Director of ClearBox Consulting 15 years intranet and digital workplace Former global portal manager at Unilever Consulted on & benchmarked over 70 intranets Comms, KM & IT background sam@clearbox.co.uk @sammarshall
- 6. Getting it right… Cultivate 2-3 champions Maintain a business case even if you’re not asked Measure the ‘before’ so you can show the ‘after’ @sammarshall
- 7. Who leads your intranet? Organisation Need Intranet Flavour Sponsor Improve communication 2-way, same message for all Communication Comms Corp Affairs Work effectively across silos Collaboration HR IT Reduce operating costs Services Finance "One Company" initiatives Communication Comms Corp Affairs Improve Capability of a Function (e.g. Marketing, Sales, R&D) Knowledge Management Head of Function Support flexible working Digital Workplace HR See: www.clearbox.co.uk/what-flavour-is-your-intranet/
- 8. Intranets need leaders not managers Enthusiasm counts as much as role They need to understand the benefit early They can help you across the ‘delivery gulf’ They are in the right meetings to champion the intranet as a solution
- 10. Things on an intranet home page Things people want from an intranet Message from CEO Quarterly results Pictures of SVPs Stock price Mission statement Weather
- 11. Things on an intranet home page Things people want from an intranet Message from CEO Quarterly results For sale & wanted My own documents Bonus calculation Rumours Expense forms Photos of office party Phone numbers Pictures of SVPs Stock price Mission statement Weather
- 12. Things on an intranet home page Things people want from an intranet Message from CEO Quarterly results Lunch menu For sale & wanted My own documents Bonus calculation Rumours Expense forms Photos of office party Phone numbers Pictures of SVPs Stock price Mission statement Weather
- 22. 3. Carried away with design principles All we asked for was fish and chips??
- 25. Some of your intranet should look like your org chart
- 26. Intranets should reflect how an organisation works If the company does a re-org, is it such a big deal to change the intranet? Employee services are the exception If in doubt, test! Getting it right…
- 27. Department Sites Department About Us for others Info by us for others Info by us for us Brochure • What we do • Who to contact Services • Raise a purchase order • Request a laptop • Hiring process Our work • Announcements • Templates • Team members • Specialist resources
- 28. Department Sites Department About Us for others Info by us for others Info by us for us Structure by task Structure by org chart Structure by how we work
- 29. 4. Forgetting the late-adopters
- 30. Dear Jeremy I work for a national charity with about 4,000 employees across a range of UK sites. The organisation has recently told all staff they must complete a "personal profile" with headings such as, "What's important to me" and, "How best to support me" which will be available on the intranet to all its employees. Team leaders and site managers know staff very well at my site, and I can reasonably guess this is true at other sites, so the rationale seems invalid. A manager has said it's mandatory to complete this, but if I feel uncomfortable doing so, can they enforce this?
- 31. I think it's a nerve for an employer to ask for this kind of thing. Who the hell do they think they are?! They're probably planning to get rid of some employees and are using this to decide who to boot out. Be very careful how you answer the questions. When you have completed your fictional profile, with the appropriate bullshit bingo words, do make sure to make use of everyone else's profile, by asking them for assistance in your work of taxidermy of parrots, banging in little metal bottle tops on floors etc. Then make a point of contacting management on a regular basis to tell them how helpful you have found the new system. Try to use their profiles more than anyone else's.
- 33. Experi- mental Will try because its new Like to feel exclusive Thought leaders Pragmatic Want proven benefits Do what is ‘normal’ Risk averse Trend must be very visible Listen to laggards Focus on risk above all else (and may be right!) Need to feel in control
- 34. Show off latest features Pilot access Let them experiment Exclusive preview Showcase their good work Recruit as champions Widespread comms – buzz Leaders set example Help & support Make it easier (reduce features) low-risk Talk to current adopters Refine based on earlier adoption lessons Give control over how & when ‘No commitment’ trial Take time to answer objections
- 35. Next time… Don’t rely on a business case that demands high adoption levels everywhere Don’t assume enthusiastic pilots scale linearly Focus on specific communities and grow from there Getting it right…
- 37. You only need a 100 page governance document if you plan to hit somebody with it as a means of enforcement
- 39. Next time…. Governance is about changing behaviour not a set of rules Define the basic principles Governance is also about encouragement, modelling & conversation Getting it right…
- 40. 5 levers of governance Steering Policy Constraints Monitoring Comms / Training
- 44. Credits Original cartoons commissioned by ClearBox from: Duncan Scott
- 45. Learn more about our Intranet CMS, Evoq Intranet Evoq: An Intranet CMS from DNN