Case studies of value driven intranets form Microsoft, Tetra Pak etc, showing how they use the task management approach to deliver value.

1. Intranettverket
Frokostseminar 28. januar 2010

2. 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

4. 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

5. Hvordan blir jeg medlem?
Send mail til intranett@netliferesearch.com for å få invitasjon!

6. ”
How to prove to senior
management that your
intranet is delivering real
value to the organization?

7. Value-Driven Intranets
Oslo, January 28, 2009
Gerry McGovern
gerry@customercarewords.com
www.customercarewords.com

12. 12

13. LCAWeb: Legal and
Corporate Affairs
(LCA) intranet portal
for Microsoft A user-centered site
worldwide redesign experience

14. People are saying
There’s no
answer to my
question
LCAWeb?
What is
LCAWeb? I can’t find
what I’m
looking for
There’s too
much to read
Huh?
It’s just easier
to call
someone
The content is
outdated; I
don’t trust it.

15. 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

16. Example: user’s mental model
Task: You are looking for a person’s name to use in an example in a whitepaper.
Old navigation:
Trademarks
16% of participants found the topic.
Fictitious
Names
New navigation:
Marketing
100% of participants found the topic.
Fictitious
Names

17. Example: task-based organization and
client language
160
140
120
100
80
60
40
20
0
Aug Sep Oct Nov Dec Jan-09 Feb Mar Apr May Jun Jul Aug Sep

18. In our wave 2 content redesign
75% reduction in content!
Start:
 285 pages
 34 misc pieces of content
End:
 71 pages
 10 misc pieces of content

19. Old and new navigation
Tasks:
• 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:

26. 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
27

28. Tasks Voting Trends
611 1102 1755 4289 5618
Tasks Voters Voters Voters Voters Voters
Find a person (Group Directory) 691 1158 1703 3934 4947
Branch procedure manual (BPM) 457 1018 1601 3534 4694
Circulars 556 1060 1735 3719 4670
Procedures A-Z 375 720 1200 2901 3711
Branch manuals A-Z 260 506 847 2020 2684
Check my points (FVA, SSQ, My contribution, My
reward, IDAR) 195 481 761 1840 2462
My learning 260 443 658 1753 2305
HR procedures 280 501 785 1825 2265
Job vacancies (My next move) 293 480 758 1682 2162
Annual leave / holiday 88 224 380 1172 1624
Branch locator 120 300 507 1210 1580
Daily security code 92 219 395 1028 1475
Location / department finder 156 231 418 936 1249
Pay / salary details 110 183 314 900 1194
News - bankwide 178 325 446 903 1123
Interest rates 77 168 246 756 1046
Product information (including EPI ) 110 192 328 776 1041
Instruction manuals (e.g functional (FIM), branch
(BIM), credit & risk, etc) 155 244 382 791 1005
Best place to work 94 167 298 712 946
My HR desktop 125 209 308 728 943
28 28

29. Unpaid leave
Task 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 seconds
Home Page >
HR Procedures Manual Home Page >
“L” Index >
Leave - unpaid leave >
Answer (Sabbatical Leave page)
Task Performance
20%
Indicator (TPI)
29
Frequency 17 per HSBC employee per year

30. 30

31. 31

32. 32

33. 33

34. 34

35. An Intranet Story…
Customer: Defra
(Department for
Environment, Food and
Rural Affairs) a UK
Government Department.

38. Bottom 20 chart
CumW
Tasks Total 21900 Cum% ords
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%
38

39. Class Score %
About Defra 32 18%
About You 63 35%
Find People 34 19%
Manager Tasks 32 18%
News 17 10%
Total 178 100%

41. Tasks Total
Procedures, policies,
guidelines, standards 427
Defra network (Agencies,
NDPBs, etc) 308
Acronyms, Abbreviations &
Jargon 290
Renew Defra 268
Shared Services 257
GSI (government secure
intranet) 251
Ministers 225
Environmental policies 135
Defra Strategy 120
Best Practice Guides 100

42. Changing our
intranet
Make employees more
productive – Release
time for other
productive work
Security level
NN/MMYY

43. Tasks Votes % Cum % Cum
vote words
1. Find Tetra Pak people 1184 10 10 1
2. Product portfolio 448 4 13 2
3. Vacancies at Tetra Pak 444 4 17 3
4. Technical documentation 429 3 20 4
5. Filling machines 429 3 24 5
6. Packaging Material 387 3 27 6
7. World Class Manufacturing (WCM) 326 3 30 7
8. Marketing & sales tools 317 3 32 8
9. Product Information Viewer (PIV) 316 3 35 9
10. Training 310 3 37 10
11. Procedures, policies & guidelines 292 2 40 11
12. Processing equipment 285 2 42 12
13. Technical manuals 265 2 44 13
14. Time reporting 247 2 46 14
15. Sales manual 218 2 48 15
16. Technical maintenance & support 214 2 50 16

44. Navigation Target
A first step towards an improved intranet navigation
structure
TARGET :
‘Top 30 tasks available on 1-2 clicks’

45. Top level navigation
60 %
70 %
90 %

46. Freshness
intranet Content Quality
300000
2008
2007
250000
2006
2005
200000
2004
150000 2003
100000 Temporary Archive
50000 50%
0
2003 2004 2005 2006 2007 2008

47. Demonstrating Result
The task based strategy demonstrates improved
efficiency and potential cost savings for TetraPak
Only five sample tasks demonstrate a time saving
corresponding to more than
EUR 125.000:- per year*
* 2500 h/year

49. Sample Task
• What are your company’s rules for
maternity leave in your country?
49 49

50. Search
More search options Help
Intranet Home | Class B | Class C | About Me | About Company
Homepage
Expected
1st click

51. Search
More search options Help
Intranet Home | Class A | Class B | About Me | About Company
ABOUT ME About Me
Training
Job Vacancies
Travel
Time and Payroll Expected 2nd click
Employee Benefits
Environment
(Working, Local)
Career Development

52. Search
More search options Help
Intranet Home | Class B | Class C | About Me | About Company
Homepage
Actual
1st click

53. Search
More search options Help
Intranet Home | Class A | Class B | About Me | About Company
ABOUT ME About Me
Training
Job Vacancies
Travel
Time and Payroll
Employee Benefits
Environment Actual 2nd click
(Working, Local)
Career Development
for 6/15 users

54. Search
More search options Help
Intranet Home | Class A | Class B | About Me | About Company
ABOUT ME About Me
Training
Job Vacancies
Travel
Time and Payroll
Only 1/15
Employee Benefits clicked here
Environment
(Working, Local)
Career Development

55. It’s about …
Publisher 10 min 10
Visitor 60 min Visitor 60 min Visitor 60 min Visitor 60 min Visitor 60 min 30
0
Tetra Pak Technical Service / Public Information
05-07-07/Mats G Johansson

56. It’s about …
Publisher 60 min 60
Visitor 10 min Visitor 10 min Visitor 10 min Visitor 10 min Visitor 10 min 50
Tetra Pak Technical Service / Public Information
05-07-07/Mats G Johansson