10 Worst Practices for SharePoint intranets
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Talk given at SUGUK Northwest, 5th August. SharePoint abuse for: * Internal Communications * Collaboration * Strategy * Governance * Search
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10 Worst Practices for SharePoint intranets
- 1. 10 Worst Practices for SharePoint Intranets www.clearbox.co.uk @sammarshall
- 2. Sam Marshall Director of ClearBox Consulting 15 years intranet and digital workplace Former global portal manager at Unilever Benchmarked over 40 intranets Comms, KM & IT background sam@clearbox.co.uk @sammarshall
- 3. Intranet, SharePoint and digital workplace: Strategy Governance Collaboration Communities Adoption Training Practical experience Transparent Vendor-neutral ClearBox Consulting
- 4. Its good to learn from your mistakes… …but it’s a lot cheaper to learn from someone else’s
- 5. 10 worst practices for SharePoint intranets
- 6. 1. Making it all about the Head Office
- 7. Making it all about the Head Office Focusing on big deals, high- level strategy, SVPs Giving everyone the same homepage Confusing the head office location with its role
- 14. Personalised newsfeed stream Screenshotcourtesyof Yara International
- 16. “Internal communication is the process by which the bosses tell everyone what is happening, followed by a feedback stage where everyone can tell the bosses what is really happening.” —Guy Browning
- 17. 2. Promoting Silence Only letting Comms professionals write content Not letting employees talk about their concerns • Or only asking every 2 years Believing we can’t do it yet • We don’t have SharePoint 2013 / Yammer
- 20. Two way conversations… Encourage leaders to join ‘normal’ discussions Solve company problems openly Blogs / News comments • End posts with a question or an opinion • ‘Seed’ discussion responses • Not every executive is cut out for blogging • Consider ‘baton passing’ between execs For more: www.clearbox.co.uk/executive-blogging-how-to-get-started/
- 21. Don’t ignore Profile pages
- 22. The interface between the individual and the organisation Individual context in a virtual world People > People > Information an effective search route The value of Profiles & Activity Streams Screenshotcourtesyof Oakley/Sitrion
- 23. 3.Making it all talk
- 24. 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 Lunch menu Expense forms Photos of office party Phone numbers Pictures of SVPs Stock price Mission statement Weather
- 25. 3. Making it all talk Filling the homepage with news Making people go some other place for: • Expenses • Room booking etc. Not letting work get in the way: • Finding people skills • Collaboration
- 29. A quick poll…
- 30. Who sponsors your SharePoint intranet?
- 31. 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/
- 32. SharePoint precious content 4. Hiding all the good stuff
- 33. Findwise survey 2012 75% said finding the right information critical to organization’s business goals and success
- 34. 14% said finding the right information was ‘very’ or ‘fairly’ easy Findwise survey 2012
- 35. 4. Hiding all the good stuff Structuring content by who provides it Putting a big “search all” box on the main page Sharing the best bits as email attachments
- 36. Why is finding SharePoint content so hard?
- 37. Why finding stuff is hard… Lack of active search management Takes dedicated resource Content owners don’t care Poorly structured content & page layout Search is much harder than on the Web • Fewer providers – more gaps • Lots of similar hits • Content in documents, not web pages • Popularity doesn’t help
- 38. Should you delete most of your SharePoint content?
- 39. Finding information is a combination of approaches Search Subscription Curation Colleagues
- 41. Tips to improve search 1. Share analytics and failure-to-find with content owners 2. Put a feedback form on your results page 3. Use managed metadata, but mandate sparingly 4. Use entity extraction and for words specific to your org All department names All your product names 5. Promote library-level searches 6. Have a set of test data as a benchmark
- 42. 5. No channel strategy
- 43. 5. No channel strategy Overloading employees • News announcement • Email about the news article • Manager cascade • Yammer post Treating SharePoint as a single channel More: http://kilobox.net/2726
- 44. What to use when Feature News Survey/Polls Discussions/Yamm er Group Blog Use for • Formal comms • Department announcements • Quantitative feedback • Knowledge sharing • Qualitative Feedback • Working out loud • Individual opinion • Reaching out • Knowledge broadcast Interactivity • Possible with comments • Zero without comments • Constrained • Zero with polls • Very high • Can be high with the right blogger, often low in reality Preconditions • Need resource to write news regularly • Relevance • Readiness to respond to results • Risk of fatigue • Clear purpose • Open culture • Facilitator resource • Ability to write personal, engaging content • Visibility of blogs Longevity • Long if archived • Easily searched • Short • Usually not searchable • Medium – context tends to get lost • Easily searched • Long if archived • Easily searched • Finding by browsing harder See also: When to use what by www.2toLead.com
- 45. 6. Confusing communication & collaboration
- 46. SharePoint Pyramid Team collaboration Team or Wiki site Teams My Site, OneDrive C: Drive Personal Group Intranet Publishing site Every- one Department Site Team or Publishing Site Peers Communicating Collaborating
- 47. Team collaboration Team site Teams Personal Group Intranet Publishing site Every- one Department Site Team or Publishing Site Peers Collaborating or Communicating? X X X X X X ? ? ? ? My Site, OneDrive C: Drive
- 48. 7. Too little governance
- 49. Governance Survey 0 10 20 30 40 50 60 70 80 Governance is important We have well defined governance Metalogix 2012 http://www.slideshare.net/echo4sharepoint/sharepoint-governance-maturity-benchmark-infographic % agree
- 50. 7. Too little governance Random inconsistencies Team site sprawl Graveyard sites Only technical governance – defend the platform at all costs!
- 51. “Good governance is like having good brakes on a car, they make it safer to go faster” --Ralph O’Brien
- 52. “No you can’t use rotating gif images on your homepage”
- 53. 71/2. Too much governance
- 54. You only need a 200 page governance document if you plan to hit people with it as a means of enforcement
- 56. Balanced governance Steering Policy Templates Monitoring Training • Governance is about the day-to-day realization of your strategy • Governance is about changing behaviour
- 57. Creating intranet content guide Free download: www.clearbox.co.uk/intran et_content/ 10 sections on: • Headlines • Images • Page layout • Social content • Mobile content
- 58. 8. Excluding half your workforce
- 59. 8. Excluding half your workforce Not worrying about factory people Not worrying about mobile workers Locking out partners and contractors
- 60. Barclays mobile
- 61. Mobile services at CCE
- 62. 9. Only planning the launch
- 63. A quick poll…
- 65. Only a fraction of SharePoint gets used 62% of organisations disillusioned with ROI from their SharePoint intranets -- Mando Group survey 2014
- 66. “Our new intranet based on SharePoint 2007 will help us connect, communicate and collaborate more effectively. It will help us share knowledge, find information and break down silos”
- 67. “Our new intranet based on SharePoint 2007 will help us connect, communicate and collaborate more effectively. It will help us share knowledge, find information and break down silos”
- 68. 3 Things that are hard to kill
- 70. Roger’s Diffusion of Innovation Model
- 71. Cost of adoption for 2nd half can be much higher
- 72. 9. Post-launch planning Have multiple tactics for adoption Don’t think ‘project’ think ‘service’ SharePoint intranets are like launching a magazine, not a book Have a multi-function CoE that provides internal consultancy, implementation and support For more see: www.clearbox.co.uk/what-to-do-after-the-launch-of-your-intranet-part-1/
- 73. 10. No strategy
- 74. SharePoint is like a Swiss army knife...
- 75. ...but if only it was that simple
- 76. Users should experience SharePoint as something configured to their specific needs
- 77. Capability Benefit Outcome Strategic Goals Feature “One” Organisation Single identityAll employees see same msg. Corp-Wide Comms News Hub 2-way comms Employee engagementYammer Less churn Customer satisfaction Time savings Response times faster Fewer outagesBetter stock controlSAP Dashboard Quicker access to data Single place to collaborate Flexible project resourcing Best people on a taskTeam Sites Benefits mapping
- 78. A good SharePoint strategy… • Sets out how SharePoint supports the organisation’s strategy • Shows how we’ll get the desired behaviour, and in turn the outcomes that matter • Is responsive to changes in business need • Has clear, time-bound milestones
- 79. Don’t think of ‘SharePoint’ in the middle of your Digital Workplace….
- 80. @ …think of how it enables the flow between people and content
- 81. 10 Worst Practices 1. Making it all about head office 2. Promoting silence 3. Making it all talk 4. Hiding all the good stuff 5. No channel strategy 6. Confusing comms & collaboration 7. Too much / too little governance 8. Excluding half your workforce 9. Only planning the launch 10. No strategy
- 82. If you have been affected by any of these issues…
- 83. Intranet, SharePoint & Digital Workplace Strategy Governance Implementation Collaboration Training www.clearbox.co.uk Sam Marshall Director sam@clearbox.co.uk +44 1244 458746
Notas do Editor
- Not sure if this guy has tripped and lost his laptop or he’s using SharePoint and trying to drown it in frustration…
- 2 reasons to give this talk [above & below] If it’s something embarrassing: I’ve got this friend, who has a problem…
- Creates a ‘distance’’ and means people don’t pick up on what really matters to them. PERSONALIZED HOMEPAGES MATTER Global stories need translating into a more meaningful context. You’ve won a big contract – what does it mean for MY Business unit. The competition has launched a new product, what might it mean for my division? All this helps the employee engage with the org.
- [Next: personalization] When you get multiple locations, a tension arises around the start page. 3 people, dressed by national stereotype
- You could create 3 start pages that combine different elements, but it doesn’t scale. What fi you now add Marketing, Sales and Finance x London, Paris & Rome?
- So profile-driven personalization makes sense
- Personalization by profile is a long-standing intranet concept, but not many companies manage to pull it off. At Unilever we looked at people’s profiles and gave them home pages matched to their location, their function, the brand they worked on and the market. This really simplified the navigation, but when people wanted to look at another function or brand it was really hard to find. If you personalize too much – and people don’t understand the logic behind it – then it feels creepy. Moreover, people get disorientated. It’s like taking them blindfold to the exact aisle of the supermarket where you think you want them to be. It might be a useful starting point, but they don’t have any idea what else is there – actually going through a menu navigation sometimes helps people get that orientation because they learn the structure as they go. It matters when your intranet reaches a certain degree of complexity..
- Unilever
- Yara- bring it all into one stream Do readily in SharePoint using metadata and Content Search Web Part
- Forums:
- General feedback: “Are you well informed about changes in our organization?” Do they remember? What can you do with feedback like that? 2-way lets you hear what your employees are thinking. If they’re to be ambassadors, then you need to know what they heard, not what was said. “Better to be slapped in the face on your intranet than stabbed in the back on Glassdoor.com” SharePoint has really easy to use POLLS & SURVEYS, as has Yammer. They don’t need to be a grand-scale, company wide thing. Discussion forums can add enormous value – even in SharePoint 2003 they were useful.
- Act of God debate http://www.contentmanager.de/magazin/pic/magazin_2223_04.gif
- Stephen Elop at Nokia – What do I need to know? What might I miss? If a blog isn’t personal, it’s basically just a memo Not all execs cut out for it… “Just had a terrible weekend…”
- Don’t turn off ‘My Sites’ [Show of hands: How well used are your My Sites?] *** “People in the Corridor” story
- Big Governance issue with intranets is “who owns it?”. Often it falls to communications, but if it does then it makes it less attractive as a channel – like erecting billboards in the desert and bussing people out to see them. Internal Comms Dept are usually important stakeholder for your SharePoint Intranet, but don’t let them rule everything: Internal communications like commercial break – its tolerated, may even draw people in, but its not why they go there.
- Danish construction consultancy – 6000 employees, 50,000 team sites THIS is what SharePoint is all about to them
- Put your hand up if your intranet is based on SharePoint Keep up if meets expectations
- Comms IT HR KM Steering Group? Who owns collab?
- 170 orgs
- 170 orgs
- PRECIOUS THINGS! SharePoint often likened to a bucket of lego. Actually radioactive lego. Keep the best bits on your C:\ drive – email everyone if it ever changes. If someone wants a new laptop – is it IT, Finance, Facilities – put them off and save money!
- 170 orgs
- Nobody cares enough! Internal SEO? Google rankings? “Paternity leave” story – search engine can’t find it Cf Average weight of a walrus on the web PERMISSIONS
- 170 orgs
- Maternity leave policy
- Entity extraction tells crawler these are managed properties via a custom dictionary
- Overloading people
- Thanks Wedge Black! e.g. Moving office to a new location >Series of news stories >Long term reference and FAQ >Multiple layers of detail – Headline > Summary > Blueprint; Specialist briefings for Facilities & HR >Feedback: Q&A~ forums, blog posts etc.
- Richard Harbridge & Kanwal Khipple
- Workshop vs ShowRoom
- Survey by Metalogix 2012 Governance Maturity benchmark, 1000 SharePoint Admins globally
- Multiple team sites for the same thing Graveyard sites – Reviewing one client’s intranet and found a site in Turkey that had snow falling and played a Christmas tune… It was lovely, except it was April… Tech-focus misses out: What to use when for collaboration, IA, Channel strategy, brand alignment, tone of voice, Legal – employee confientaility
- Ralp O’Brien at Avepoint Part fo governance is about Understanding RISK
- ‘Dusty book’ when benchmarking Amadeus example
- The best intranets are ones where everyone is both a contributor and a consumer of content. So it’s a bit like throwing a party – you have to step back and let people do their own thing. And yet it’s awfully tempting to think of every terrible thing they might do in advance and tell them not to do it. I once wrote a governance document for a client. Every time we met we thought of more and more things that might come up. Eventually we had a document over 100 pages long.
- People = steering group & team
- [Show of hands] I your intranet accessible to 100% of your workforce? Have you taken steps to optimise for mobile?
- Mywalmart.com, myroyalmail.com
- Includes demo mobile account so staff don’t have to show customer their own one. MyZone gave connectivity to frontline staff who previously lacked even an EMAIL address. Employee Engagement across BRANCH STAFF went up 22% in 6-months and MyZone was seen as a factor in this. 50% decrease in complaints relating to staff knowledge £1 million in avoided costs due to staff ideas
- Coca-Cola enterprises have created mobile interfaces for key transactions, including labour distribution reports and approval, payslip review and leave management. News readership increased by 50% since it became available on mobile
- “What matters most in intranet success, the people side or the technology side?” Keep your hand up if your budget for the people side is bigger than your budget for the tech side.
- Tech side or people side?
- Sometimes companies only BUDGET for the tech deployment, the whole content and usage is resourced. Planning for the tangibles is *seductive* People then complain that “SharePoint didn’t work”, but the issue is that the project should never have been about SharePoint, it should have been about supporting how people work and understadnign the CHANGE implications >>>
- There seem to be more immediate things to worry about Mando Group surveyed 300 information pros in UK and US
- See lots of good launch campaigns where lots of energy goes into creating excitement around something new. But an intranet is like a magazine not a book – how do you sustain interest, how do you keep it relevant and valuable?
- See lots of good launch campaigns where lots of energy goes into creating excitement around something new. But an intranet is like a magazine not a book – how do you sustain interest, how do you keep it relevant and valuable?
- This is why Google Wave failed – not easy transition from normal email. Lotus notes is 4th
- ABB increased number of SP users by 43% after it introduced Harmon.ie.
- Most famous study by Ryan & Gross in 1940s Hybrid seed corn introduced in Iowa. It had 20% better yield and was drought and pest resistant. But it also meant farmers bought new seeds every year instead of keeping seeds from the previous year’s crop. Rationally it should have been a no-brainer, in in fact it took over 9 years to catch on. People wanted to experiment, planting maybe 1 acre the first year then gradually switching over. Crucially, the spread was very much through the social system. Innovators got info from Salesmen, they were more affluent, better educated, went to city more often. Late majority mainly influenced by what neighbours experience was. Diffusion if Innovation model RELEVANT bcos social construct, not top down authoritarian decision. Matters for adoption if DISCRETIONARY tasks, which most of intranet is (expenses isn't).
- The ‘S-Curve’
- Manage as a portfolio of releases. Assume you’ll need to customize – like spending money on a package holiday
- Part of the problem is how we think of it
- Don’t switch everything on! It comes with a *cognitive cost* for the organization
- To our employees, they should only see the bits that matter to them
- What really matters here is the CAPABILITY part – you can use Communities in N different ways.
- This means SharePoint is fading into the background
- + IBF