Intranets on Tour - Houston Seminar
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Slides from Interacts "Intranets on tour" seminar with a special presentation from Mattress Firm.
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Intranets on Tour - Houston Seminar
- 1. Intranets on Tour Houston February 27, 2018
- 2. Daren Jennings VP, Sales Dom Chiarenza Sr. Account Executive
- 3. 97% customer retention Driving your digital workplace Business process tools 10+ years building successful intranets Simple to use Intelligent 1.3 million+ users worldwide Secure cloud hosted
- 5. 08:30 – 09:00 Event Registration and Refreshments Agenda 09:00 – 09:20 Key Features of a Successful Intranet 09:20 – 10:00 POWER: a new framework for intranet success 10:00 – 10:45 Engaging your workforce 10:45 – 11:15 Intranet tour – Mattress Firm 11:15 – 11:30 Coffee Break 11:30 – 12:00 4 Intranet Myths Debunked 12:00 Networking Lunch
- 6. Why Are You Here? Looking for an intranet Looking for Intranet Tips To Tour Other Intranets
- 7. Key Features of a Successful Intranet
- 14. Build an intranet Resource Time Does it satisfy specific requirements? Money Expertise KeyFeaturesofaSuccessfulIntranet
- 15. Buying – an out of the box intranet Minimal resource required Quicker to deploy Multi purpose functionality Cost effective Built for non IT professionals KeyFeaturesofaSuccessfulIntranet
- 17. Problem: Too many intranet projects fail or don't live up to their potential because they lack direction, have low perceived value to the organization, suffer poor adoption and succumb to competing priorities.
- 18. Design Slide P O W E R
- 19. Design Slide PERSONAS P O W E R
- 20. Design Slide OBJECTIVES P O W E R
- 21. Design Slide WEAKNESSES P O W E R
- 22. Design Slide P O W E R ENGAGEMENT
- 23. Design Slide P O W E R REVIEW
- 24. Design Slide P O W E R
- 25. Design Slide P O W E R PERSONAS
- 26. P is for Personas Motivations Frustrations Essence !
- 27. P is for Personas 1 2 3 4 5 6 Who Challenges and Barriers Technology and Environment Key Resources Wish List User Journey
- 28. Design Slide P O W E R OBJECTIVES
- 29. O is for Objectives “Projects don’t fail at the end, they fail at the beginning.”
- 30. WHAT O is for Objectives HOW WHY
- 31. O is for Objectives Engagement Collaboration Productivity Culture
- 32. O is for Objectives: Executive Questions What is the business need that this project is intending to address? What is it that we are fixing, trying to improve or solve? How does this project fit in with the organization’s business strategy? How does this fit into the overall priority of projects? How will we know if the project is a success? 1. 2. 3. 4. 5.
- 33. Design Slide P O W E R WEAKNESSES
- 34. W is for Weaknesses Selecting the tools first It's purely an IT initiative The effort excludes IT It starts strong in a single department and then never makes it out 1. 2. 3. 4.
- 35. W is for Weaknesses There are no resources allocated to adoption and training Lack of effective executive champions Lack of effective participants No long term plan or budget for governance, community management, upgrades, or maintenance 5. 6. 7. 8. Failure to draw in key influencers as adoption broadens9.
- 36. Negative outcomes: Budgets exceeded Project delays Resources withdrawn Personal credibility harmed
- 37. W is for Weaknesses: Mitigating Risks Recognize and rank possible risks Realistic implementation plan Advice from experienced vendor or agency Regular involvement from sponsor Map roles and responsibilities
- 38. Design Slide P O W E R ENGAGEMENT
- 39. Increase employee performance by Increase customer satisfaction rates by Decrease employee Turnover by Why is Employee Engagement important? 40% 18% 14%
- 40. Give your employees a voice Forums Blogs Comments
- 41. Ask for ideas, then listen Establish a channel for ideas Promote the campaign Make it timebound Have visible sponsorship Create an SLA Regular feedback Highlight outcomes
- 42. Design Slide P O W E R REVIEW
- 43. LEARN It’s a cycle of progress LISTEN • To the organization you serve • To what is working for others • To the best research ACT • Try something • See what happens • Measure the results LEARN • What works and what fails • What should change • What to do differently REPEAT • Integrate what works • Try a new experiment • Continually improve impact
- 44. R is for Review Post-launch reviews Analytics Team workspace for content contributors Mini-content review Award entries 1. 2. 3. 4. 5.
- 48. NEWS FINANCIAL REPORTS EXECUTIVE HIRES COMPLIANCE DOCUMENTS EngagingyourWorkforce
- 50. Benefits Payroll Vacation / PTO Expenses Stuff I need to improve my working life Staff Directory Procedures Tasks Forms Stuff I need to do my job today EngagingyourWorkforce
- 53. Structure testing ‘Your Intranet’ News & Events New & Events News Archives Publications Events Crises & Issues Tools & Resources I Need To… Applications & websites For Manager Travel IT Help & Support Purchasing Finance Resources Branding & creative Team Sites Our Organization Mission and Leadership The Company Way Organization Structure Org Charts People Directory Our Programs Our Departments Go to ‘URL’ HR Center Benefits Life & Work Events Payroll & Compensation Learning & Career HR Systems Support Forms, Policies & Guides For New Employees For Managers For HR Practitioners Go To Workday Policies and Procedures Policies & Procedures P&P A-Z P&P by Subject P&P by Department Collaboration Team Sites People Directory Forums Office Directory Engaging Your Workforce
- 54. Corporate Policies Team Member Handbook Glossary Strategic Deployment Process Resources Organization Locations Cincinnati Emergency Procedures Denver Org Charts Structure testing You’d like to know what to do in the event of a tornado at the Cincinnati Location. Pies Went down the right path Went down the wrong path Went back Nominated as correct answer Skipped question Lines Root node Correct Path Incorrect path Home Tools ADP/UltiPro Engaging Your Workforce
- 56. TO CONNECT WITH EXPERTS WHO CAN HELP ME TO FIND OUT ANSWERS TO MY QUESTIONS TO KEEP IN TOUCH WITH WHAT COLLEAGUES ARE WORKING ON TO STRENGTHEN BONDS WITH MY TEAM EngagingyourWorkforce
- 59. Break Time
- 61. Phase Approach Launch Launch Document Management People Directory Mobile Company News 2 months Corporate Calendar 4 Months Interact Rewards 6 Months Workflow and forms 8 Months Custom Widgets Integrations 12 Months Interact Teams 10 Months Forums LaunchingforSuccess
- 63. Email Series – Cecil travels LaunchingforSuccess
- 67. Intranet Photo Day - Bring your pets! LaunchingforSuccess
- 68. Intranet Lunch & Learn LaunchingforSuccess
- 72. Interact Excellence Awards Best Launch LaunchingforSuccess
- 73. Posters in all global offices LaunchingforSuccess
- 77. Break Time
- 79. THE BEDPOST MATTRESS FIRM’S INTRANET JOURNEY
- 80. WHO WE ARE Since 1986, Mattress Firm has set out to be the preferred choice for better sleep. What started as a small store in Houston, TX has now grown to be America’s number one mattress retailer, with more than 3,000 neighborhood stores and an unmatched passion for the mattress industry. Our goal is to help our customers’ budget stretch further with a broad selection of mattresses and bedding accessories.
- 81. WHO WE ARE
- 82. WHO WE ARE Employee Breakdown Sales Corporate Operations
- 83. WHERE WE CAME FROM Original BEDpost built in SharePoint and launched in 2011 Pain points: difficult to navigate, outdated content, no single source of truth Through acquisition, we found ourselves maintaining three company intranets
- 84. WHAT WE NEEDED Improve the search functionality and offer a more intuitive user experience Provide employees with the ability to engage in two-way communication and share feedback Create a dynamic platform that made it easy to load and maintain information
- 85. HOW WE GOT THERE Improve the search functionality and offer a more intuitive user experience Removed focus on Departments from top navigation bar Keyword education for Content Managers to enhance search results Utilization of Best Bets feature to highlight most visited content
- 86. HOW WE GOT THERE Provide employees with the ability to engage in two-way communication and share feedback Built forum for Affirmations that highlights recognition and encourages group celebration Feature company announcements and cultural news on the Homepage with likes and comments Created Gr8 Ideas forum to give associates an outlet to share best practices or ideas for improvement
- 87. HOW WE GOT THERE Create a dynamic platform that made it easy to load and maintain information Content Managers were designated from key departments to assist with migrating content from the old site to the new site in preparation for the launch Since the launch, the number of Content Managers has doubled and departments have reached out to secure dedicated space on the intranet With the review and expiration features, content is easier to keep up to date
- 88. LAUNCH DAY MARCH 15, 2017
- 89. TESTIMONIALS “The improvements made to the BEDpost have been terrific!” “Awesome work on BEDpost! I think this will help our sales force tremendously, very easy to navigate and very easy to find information.” “Love the new look of the BEDpost! Great job. #bedpost2.0” “Having a way to interact with your work family from all across the United States is a great way to stay connect and help each other out as well. I think it’s wonderful!” “The search tool on the BEDpost is AMAZING!”
- 90. CURRENT STATS
- 91. LIVE TOUR
- 93. 1 million+ employees from around the globe 100 million activities Over 700 organizations Range of devices Range of industries Range of seniority Wide range of roles
- 94. Myth 1: The Best Time to Deliver Internal Communications is Tuesday at 2 pm
- 95. Fact: Publish with freedom! Sunday 2% Saturday 2% Friday 16.5% Thursday 19.5% Wednesday 20.2% Tuesday 21% Monday 18.8%
- 96. Fact: No longer a prime publishing time 9.2% 0.00% 1.00% 2.00% 3.00% 4.00% 5.00% 6.00% 7.00% 8.00% 9.00% 10.00% 9.2% for 1-2pm still a popular slot
- 97. Fact: No longer a prime publishing time 1.1% 0.6%0.5%0.4%0.3%0.4% 1.3% 4.4% 8.1% 9.3% 9.5% 8.9% 8.5% 9.2% 8.7% 8.3% 6.4% 4.2% 3.4% 3.0% 2.0% 0.8% 0.4%0.3% 0.00% 1.00% 2.00% 3.00% 4.00% 5.00% 6.00% 7.00% 8.00% 9.00% 10.00% 1 in 4 activities now occur outside core 8-5 working hours 23.1% of employees contributing outside of core hours
- 98. Consumption of Content 18.5% 20.0% 19.0% 19.5% 16.5% 2.0% 4.0% 0% 5% 10% 15% 20% 25% Monday Tuesday Wednesday Thursday Friday Saturday Sunday Average Page Views % In a Week
- 99. Myth 2: Hosting won’t impact employee contribution
- 100. Fact: Where your site lives is critical Cloud intranets see greater activity 31.1%15.5% Employees generate content on ‘On-Premise’ intranets Employees generate content on Cloud intranets
- 101. No password required with SSO SSO Cloud sites can typically be accessed from anywhere – ideas and problems aren’t restricted to core hours mobile / tablet users generate 8xas much content in Cloud sites as On Premise
- 102. Dex Media 2500+ employees Digital Marketing Ragan Awards Runner Up Over 90% user Contribution on monthly basis
- 103. Myth 3: Blogging is an old-school collaboration technique
- 104. Fact: Blogs are critical for collaboration Authored pages don’t encourage collaboration 15 x more collaboration on blogs
- 105. If a blog is liked then there is 83% greater chance for that person to repost If a blog is commented on there is a 80% greater chance for that person to repost Employees who blogged for the first time were more likely to blog again if their content was commented against, liked or shared Likes, shares and comments act as a catalyst for blogging
- 106. Myth 4: Social collaboration is too risky
- 108. How many social posts are deleted? 0.27% 99.73% Deleted Total
- 109. Reasons for Social Post Deletion User Deleted 32.57% Incorrect Information 35.39% Information Found Elsewhere 21.00% Violation 0.00% Unknown 11.04%
- 110. What if we keep our employees on mute? Managing supposed risk by limiting internal social communication can result in external communication nightmares.
- 112. 91% of Wishmakers contribute to Discussion Forums monthly Outcome: Make-A-Wish grants more wishes, better wishes.
- 113. Thank You
Hinweis der Redaktion
- COMPANY Intranets since 2003 US offices in NY and SF; UK HQ outside Manchester As a platform, Interact is incredibly easy to use for users and admins… Pioneered the concept of intelligent intranet that pushes the right content to your employees boosting awareness and engagement. The proof is in our 97% retention rate…
- Customers of all stripes, manufacturing, retail, nonprofit, technology – no matter what they do, it comes down to engaging their people, and Interact specializes in this.
- Read it out – what essentially we are trying to solve with this methodology
- State the elements of POWER Remind them is isn’t a linear process but a methodology to help cover the key elements to plan a successful intranet. It does follow a logical route, but There is overlap and opportunity to run things alongside each other.
- Simply put, a persona is a representation of a particular audience segment for a website / product / service you are designing, based on various types of qualitative and quantitative research. It captures a person’s motivations, frustrations and the “essence” of who they are. Reiterate the value of personas at all stages of the project
- An typical template for creating a persona – take the subjectivity out of it. NO RUSH ON THIS SECTION Take 1 section of this each, alternating through 1-6. As we go through this, use examples of different sectors that we can relate to (e.g. retail, charity, healthcare, financial, etc)
- Read it out – set the reason why it’s important
- Starting with the why comes from one of the most famous TED Talks.
- Most common outcomes from an intranet project. Garnter/Forrester all reference these in their material and are the common ‘why’s?’ we see at Interact.
- http://www.projectconnections.com/articles/011705-decarlo.html 5 questions you can take to the c-level sponsor to provide really valuable insight. Really hammer home to importance of this information for later on. Remind them they will get the slides
- Introduce this is all about risks to the project and ongoing success
- These are the most common risks based on our experience and research. There are others of course! These ones are tactical Top 7 Reasons Why Enterprise 2.0 Projects Fail http://www.zdnet.com/article/14-reasons-why-enterprise-2-0-projects-fail/
- The others were tactical, these are more people orientated Top 7 Reasons Why Enterprise 2.0 Projects Fail http://www.zdnet.com/article/14-reasons-why-enterprise-2-0-projects-fail/
- We really want to avoid these! Think about the impact long term on both your team/division and you personally. Missed opportunity if you didn’t get it right!
- A few key areas to think about mitigating risks. The last one of map roles and responsibilities is something that needs particular focus in intranet projects
- Justify that it is important though. Plenty of studies with business leaders now highlight the value Managing Directors put in employee engagement.
- There is nothing more disengaging than feeling like you’re not listened to. Ask employees for feedback and ideas on everything from team strategy to your performance as a manager. Create permanent avenues for them to express their opinions and take those opinions seriously. You’ll be amazed at how valued that will make them feel, as well as the effect that has on their enthusiasm and work ethic. The best way to do this is by opening up clear lines of communication between employees and management, using tools such as your company intranet. Forums in particular give employees an avenue to ask questions and share ideas, which management can listen and respond to. Employee blogs on your intranet are also a great way to give workers a voice. Blogs let employees share the challenges and triumphs of their jobs in a way that’s actionable by management.
- It’s that simple. Too many managers have a habit of soliciting ideas and only using the ones that were already in line with their views and strategy. Your employees have strong insights – they’re the ones on the front lines, doing the work that makes your department run day in and day out. When you ask for their opinions, take them to heart. 59% of workers say they often see problems at companies that management is not aware of. (Source: Baseline, ‘Employees to Bosses: Listen Up) This is where collaboration and communication tools, such as intranet forums, can prove really powerful. Here, we see how a discussion forum can be used to ask employees for ideation on specific topics such as benefits, or for employees themselves to offer ideas and insight on various issues – whether that be the best places for lunch or on boarding practices.
- First impressions last forever, and onboarding plays a huge role in engagement and performance down the line. However, onboarding doesn’t start on an employee’s first day – it starts earlier than that. It’s important that from the moment the decision is made to hire someone, they are included in team communications and that they feel as though they can have all their questions quickly answered.
- Engaged employees are those who feel their work is recognized and appreciated. In fact, studies show that 69% of employees say they would work harder if they felt their efforts were better appreciated.
- From one of our customers. Nice little methodology to take away!
- Mention all, but go into a little more detail on: Analytics – The value in having the evidence beyond why something is working (or often more importantly not working) can really help your future direction Awards – we set up every project with the intent to give you an award winning intranet. Badge of honour for you and your organisation
- Daren Note who is looking for something new and call them out. Ask if anyone has done this. Share ideas.
- https://www.youtube.com/watch?v=pxN7D0NRelw
- Daren Note who is looking for something new and call them out. Ask if anyone has done this. Share ideas.
- We used to use surveys – all the time. But we realized we had the data. Can’t survey 1 million people…
- HANDS UP moment Old-school marketers have lived by this rule for years, but at a time when information is accessible anytime, anywhere and on any device, is it still relevant? increasing number of disparate teams working flexible hours, across multiple locations and time zones.
- Monday to Friday is now open season for publishing. News is encouraged and supported by your employees in a ‘report it as it happens’ culture. If it’s Tuesday at 3pm – Don’t wait a week to publish!
- 9.2% across all working days is still very popular. So people are sticking to the theory.
- READ BOXES
- The Rise of SaaS - disrupting how large companies do business. Faster, more scalable, more reliable more cost effective. Shifting the way orgs deliver enterprise solutions Faster deployment, lower cost of ownership, shift from CapEx to OpEx and essentially what is known as the consumerization of technology shifting to line of business. Today's enterprise software is made for the people, not for IT. Harvard Business Review predicts by 2017 marketing will be spending more on technology than the CIO.
- User generated contented (non authors) across the site. More than double the knowledge sharing and contribution of employees across organizaion. How massive is that. What every comms dept wants… and is being tasked for. It is a key push for hosting in the cloud and convincing the IT dept.
- Cloud removes the typical blockers which stop employees collaborating anywhere, any time, any device. We’ll go on to look at this further later in this presentation. READ BOXES
- Example – DEX Media. Digital marketing organization based in texas with 2500 employees spread across US. They used to publish the phone books and now they run superpages.com. Those guys... Honorable Mention (finalists) in Best Use of Imagery in the Ragan Intranet Awards 2015. Their entry was called "Dex Media, A Brief History of Us: How Dex Got to Where it is Today "
- ESN’s, timelines and quick publishing are all the rage right now. Share what you’re working on. Facebook – works in social There’s an obsession with immediacy. Publish what you’re doing now and quickly!! Noise. Blogging has seen a renaissance. They should form the cornerstone of knowledge sharing in your organization.
- Blogs are 15 times more likely to generate likes, shares and commenting than standard pages. Interact has a timeline and it’s heavily used. But asked employees what they remember that day (maybe a survey..?) and it’s more likely to be a blog.
- How many reserve blogging powers to just to the Exec Team?? And how many of them are ghost written? Here’s what’s actually happening. Share your blogging rights!
- likes, shares and comments are a catalyst to repeat blogging – don’t ignore the power of peer recognition Content being liked and shared, be that a status update, a forum post, a blog or any kind of collaborative activity drives repeat behaviour Encourage more blogging, promote the behaviours of liking, sharing and commenting. Help your would be bloggers understand what will get them the biggest results
- This is Sport England. Previously known as the English Sports Council, Sport England provides services and funding to sport in England. WINNER - Best value to employees award in the recently announced 2016 Ragan Employee Communication awards READ BOXES
- Looking at our customer data - Shamefully this shows how much blogging typically features with 1 year from launch! We didn’t realize the impact - Blogging just doesn't’t feature in launch strategies. It considered that ‘old’ collaboration technique and doesn’t feature. So we can’t be surprised with data like this!
- Our strategists now advise on this… following unlocking the data
- Anyone dealing with this? Still? For fear that someone will say something you don’t like? The real question isn’t what you stand to lose, it’s what you’re missing out on by keeping employees on mute. Do me a favor… I’m going to time you. As a group, clap slowly, in unision. 1…2…3 go!
- Solvay Physics Conference 1927. This still takes place today, but this year was considered the best. Albert Einstein, Marie Curie, Max Plank, Neils Bohr… There are 17 nobel prizes in this photo. 17! Marie Curie had 2! Here’s the rub… most of the Nobel Prizes were won AFTER this conference took place. The collaboration and knowledge sharing from this conference inspired these titans of physics to make the greatest advancements
- Started on the premise that problem posts will be deleted, so first asked how many posts are deleted. From more than 1.1 million comments and forum posts, less than ½ of 1% were deleted. So this problem is already miniscule in scale; However, it only takes 1 post to wreak a lot of havoc, so we dug deeper.
- So we approached those customers with a survey. Asked them to categorize the reasons for the deletions “Violations” we called anything that was due to bad language, inappropriate/ unprofessional, personal attack, Number of these items that led to employee terminaton = 0 Led to company lawsuit = 0 Led to loss of IP/ corporate espionage = 0
- Interact – social at your own pace Social is integrated with a purpose. Different audiences
- Some of you may remember the batkid in San Francisco from a couple years ago. Great story that caught headlines all over the world, partially because the kid is so cute, but also because of the fantastic work by Make a Wish, one of Interact’s customers. Their mission is simple: grant wishes for children with serious illnesses. Everything they do, including the intranet, has that goal in mind. So when they looked at an intranet platform, they saw social as being absolutely critical to that mission. Here’s what happened.
- Forums one of the most widely used parts where Wishmakers share ideas that enhance efficiency, promote idea sharing, and avoid problems. Upside to socially engaged companies Make a Wish has 60% of its users contributing to discussion forums at least once per month The outcome: sharing ideas, building efficiency allowing them to grant dozens more wishes every week! While your business probably doesn’t do what Make a Wish does, you should ask yourselves what are we missing by NOT encouraging social collaboration? Time to let that myth to go away.
- Search is fantastic – but having the right type of results in the right place drives usage. ,
- 401k example.. Or maternity policy.
- Credibility and Trust positive experience reliable resource
- The top 10 search results – think about these for your key topics. Interact Search learns over time... learns from clicks Plus you can change the weighting
- Different types of content in the top 10 search results and the CTR per type. Blogging is back baby!
- Think Facebook here... and more recently LinkedIn. Tailored feeds and intelligent algyrthym driven ads