In this one hour webinar, Prescient's President and CEO Toby Ward discusses why intranet projects fail. View the entire presentation here: http://www.prescientdigital.com/articles/view-why-do-intranet-projects-fail

1. Why Do Intranets Fail?
Toby Ward
Watch the webinar video instead
12/17/2012 Confidential © 2012 Prescient Digital Media

2. Agenda
• State of The Intranet
• #1 Mistake
• #2 Mistake
• #3 Mistake
• Questions

3. About Us
12/17/2012 Confidential © 2012 Prescient Digital Media

4. World Leading Intranet Experts
• 12 years of profitable history
• Dozens of Fortune 500 Clients
• World-Renown Thought Leaders; 150+ intranets

5. Clients

6. PrescientDigital.com
• Hundreds of articles
• Dozens of white papers & reports
• Dozens of case studies & videos
• Access to multiple social media channels

7. First ever intranet methodology

8. First to define & study “social intranet”

9. State of The Intranet
12/17/2012 Confidential © 2012 Prescient Digital Media

10. In a word….
• Bad

16. Strictly Confidential ©2012 Prescient Digital Media Not For Distribution

17. Content
Social Intranet Study, 2012, 424 participants
17% Very Good
6.8 Out of 10
32% Good
31% Satisfactory
15% Poor
5% Very Poor

18. Strictly Confidential © 2009 Prescient Digital Media
Not For Distribution

19. Design
Social Intranet Study, 2012, 424 participants
13% Very Good
6.2 Out of 10
25% Good
30% Satisfactory
23% Poor
9% Very Poor

20. 20

21. 21

22. Tools & Applications
Social Intranet Study, 2012, 424 participants
5.9
10% Very Good
18% Good
35% Satisfactory
27% Poor
Out of 10 8% Very Poor

25. Usability & Information Architecture
Social Intranet Study, 2012, 424 participants
5.9
9% Very Good
23% Good
28% Satisfactory
28% Poor
Out of 10 10% Very Poor

27. Governance / Planning
Social Intranet Study, 2012, 424 participants
5.6
8% Very Good
19% Good
27% Satisfactory
32% Poor
Out of 10 12% Very Poor

28. Bank Intranet – Collaborative Model
Strictly
Confidential

29. Search
Social Intranet Study, 2012, 424 participants
5.3
9% Very Good
18% Good
22% Satisfactory
29% Poor
Out of 10 21% Very Poor

31. The Advanced Search fields, which appear when users select
this option after running an initial search. The system
maintains the results below so users can refer to them while
refining the new search terms.

32. Social Media
Social Intranet Study, 2012, 424 participants
4.6
9% Very Good
8% Good
18% Satisfactory
24% Poor
Out of 10 32% Very Poor

33. Tools

34. Mobile Access
Social Intranet Study, 2012, 424 participants
3.7
4% Very Good
4% Good
10% Satisfactory
28% Poor
Out of 10 43% Very Poor

36. Nexus of Intranet Success

37. #1 Mistake: No Plan
12/17/2012 Confidential © 2012 Prescient Digital Media

38. Intranet process methodology

39. Business Requirements
• Interview senior management
• Document expectations
• Align with corporate objectives & goals

40. Employee Research
• Survey
• Focus Group
• Usability Testing
• Log Analysis
• User Panels

41. Intranet Assessment
© Prescient Digital Media STRICTLY CONFIDENTIAL NOT FOR REPRODUCTION OR DISTRIBUTION

43. Perspective
• 1/3 of IT projects exceed budgets and schedules by almost
100% in small to mid-size companies (Gartner)‫‏‬

44. Planning Stages
• Strategic planning
• Governance & policies
• Business case & ROI
• Functional planning
• Information architecture
• Wireframing
• Design
• Content management
• Change management

45. Mission Statements
• Our mission is to connect people with the ultimate
places to play.
• To improve organizational effectiveness &
communications by enabling employees to access
timely, relevant info & applications where, when &
how they need it.

46. Objectives & Goals - Definitions
• Goals
– Qualitative
– Something worked toward, or striven for
– Something toward which effort is directed
• Objectives
– Quantitative
– End result of an endeavor/effort
– SMART
• Specific, Measurable, Attainable, Realistic, Time Defined

48. #2 Mistake: No Governance
12/17/2012 Confidential © 2012 Prescient Digital Media

49. Governance
Defines the ownership and management model.
o Management team
o Roles & responsibilities
o Decision making process
o Policies & standards

50. The champion
• C-level executive
• The champion should have power and influence
• Understands the value of the website & the potential
• Needs to be involved, but not on a day-to-day basis
• Only attend an occasional meeting

51. Governance Models - Modern
• Collaborative / Federated
• Executive champion
• Steering Committee / Council
• Decentralized content ownership; centralized platform
• Centralized Hybrid
• Single owner (usually department)
• Bureaucratic
• Highly controlled

52. Collaborative
Communications
Hospital
Committee
Internet Council
Development (Internal & External Participation)
Committee
• Planned Giving Hospital
• Annual Fundraising Communications
Finance • Major Giving
• Operations
Editor-in-Chief Technical
(Director of Communications)
Editorial Committee
(Content Owners)
• Corporate Depts • Business Unit Depts
Content Authors

53. Hybrid

54. Champions
• Champions will participate in:
– Supporting owner and committee
– Representing intranet to senior executive
– Source of funding
– Trouble-shooting and conflict resolution

55. Owner
o Maintains the intranet vision & mandate
o Manages policy development
o Approves project prioritization
o Monitors performance against objectives
o Allocates resources and budgets

56. Intranet Steering Committee
• Chaired by Intranet Owner
• Includes HR, IT, Comms, and sometimes divisional representatives
• Brings insight from the whole organization
• Discusses policy, evolution of site and drives future enhancements
• Provides input, reviews and signs off on plans & policies
• Troubleshooting

57. Policies
• Standardization Policy
– Compliance details for platform, templates and style guide
• Email Usage Guidelines & Policy
• Social Media Guidelines
• Content Management Policy defining:
– Content types: front-page news vs. static content
– How content is developed, formatted, presented
– Limitations on technical and graphic elements
– Roles and responsibilities of publishers, editor etc.

58. www.PrescientDigital.com

59. #3 Mistake: Lax Content Management
12/17/2012 Confidential © 2012 Prescient Digital Media

60. Knowledge Management
• The way and means that organizations create, store and
access (reuse) knowledge to accomplish enterprise goals. KM
requires:
 organizational processes and rules (taxonomy);
 innovative and participatory individuals;
 and the appropriate technology to support knowledge
sharing.

62. More acronyms please
 Content Management (CM) is only one facet of KM, namely
the technology and process by which online content is created
and published
 Web Content Management (WCM) – via a CMS for a website
or an intranet or an extranet
 Enterprise Content Management (ECM) – the STRATEGY and
the technology (CMS) for medium-to-large organization
content management; encompassing multiple technologies
such as Records Management, Digital Asset Management, etc.

63. Content Management System (CMS)
 A content management system (CMS) is a technology (software)
used to publish and manage content on a site
 Content is published using templates or wizards
 The CMS consists of two major parts:
 the content management application (CMA)
 the content delivery application (CDA)

64. CMSWatch.com Vendor Roadmap

65. Enterprise CMS (ECM)
• Complex, enterprise wide deployment (100s of publishers;
10,000s – 100,000s of users)
– US $200-250k+ for base licensing.
• Adobe
• Alfresco
• HP / Autonomy (Interwoven)
• OpenText
• Oracle (Stellant)
• EMC (Documentum)
• IBM (FileNet)
• Microsoft (SharePoint)
Strictly Confidential © 2012 Prescient Digital Media Not For Distribution

66. Effective content management
• Effective CM requires:
 Detailed rules (editorial policy);
 Contributors who know and want to write:
 Supporting CMS

67. Rules
• Conforms to the templates provided
• Every page / document has name & email
• Date of last published
• Is reviewed / archived / deleted at fixed times (e.g. 6 months)
• All content is written and formatted for the web
• No anonymous comments

68. Content is SAGE
• Smart
• Actionable
• Goal-oriented
• Engaging

69. Smart content is written for web
• Succinct
• Chunks
• Bullets
• Sub-headers
• Scanning

72. The price
Licensing
All the
other
costs

73. Next webinar
Selling An Intranet
Redesign to Your Boss
January 15, 12:30 EST

74. Intranet Insight > PrescientDigital.com

75. Questions?

76. 77
Toby Ward
toby@prescientdigital.com
www.PrescientDigital.com
www. IntranetBlog.com
@TobyWard
416.986.2226