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©2023 Prescient Digital Media. All Rights Reserved.
PEOPLE AND THE INTRANET
The Importance of People to Leading Intranets
©2023 Prescient Digital Media. All Rights Reserved.
©2023 Prescient Digital Media. All Rights Reserved.
THE INTRANET EXPERTS
22 Years of Experience & Expertise
©2023 Prescient Digital Media. All Rights Reserved.
3
TOBY WARD
Founder, Prescient Digital Media
©2023 Prescient Digital Media. All Rights Reserved.
4
•
…
‘
2001 2005 2011
Expanded client base
across North America
and Europe.
Growth
Expanded solutions for the
entire Digital Workplace.
Digital Workplace
Founded in Toronto.
Start
Full implementation services,
and SharePoint expertise.
Implementation
Focus on assessment, planning,
governance of intranets.
Intranets
22 years of intranets
Multiple awards including the prestigious
Webby & Golden Quill Awards.
Awards
2018
Expansion into the US
& Western Canada
Virtual Office
©2023 Prescient Digital Media. All Rights Reserved.
From Concept to Live
End-to-End Services
• User experience design
• Information architecture
• Dynamic wireframes
• Navigation flows
• Taxonomies
Design
• Stakeholder engagement
• Focus groups
• User surveys
• Content analysis
• Technology assessment
Assessment
• Development
• Configuration
• Integration
• Content migration
• Desktop, mobile.
• Customization
Implementation
• Strategic plan
• Solution roadmap
• Engagement plan
• Governance model
• Content management
• Blueprint / Roadmap
Planning
• Content creation
• Operations management
• Change management
• Analytics
• Search optimization.
Operations
Listen. Understand. Deliver.
©2023 Prescient Digital Media. All Rights Reserved.
Clients
©2023 Prescient Digital Media. All Rights Reserved.
• “It’s old.”
• “It’s terrible.”
• “I can’t find anything.”
• “I mostly use email.”
Typical Intranet 7
©2023 Prescient Digital Media. All Rights Reserved.
Think About… 2
• Does everyone know who owns the intranet?
• Do you have detailed content policies?
• Can anyone publish or submit content for review?
• Does all content have an expiry date?
©2023 Prescient Digital Media. All Rights Reserved.
Nexus of Intranet Success
©2023 Prescient Digital Media. All Rights Reserved.
People = Success
People
©2023 Prescient Digital Media. All Rights Reserved.
EXECUTIVE CHAMPION
©2023 Prescient Digital Media. All Rights Reserved.
• C-level executive
• Funding, budget
• The champion should have power and influence
• Understands the value of the intranet & the potential
• Only attend an occasional meeting
Executive Champion
©2023 Prescient Digital Media. All Rights Reserved.
©2023 Prescient Digital Media. All Rights Reserved.
• What do your executives value?
• ROI?
• Employee engagement?
• Customer / employee satisfaction?
• User productivity?
• Awareness / Message retention?
• Productivity benefits?
Talk Their Talk 14
©2023 Prescient Digital Media. All Rights Reserved.
GOVERNANCE MODEL
©2023 Prescient Digital Media. All Rights Reserved.
• Decentralized (most common in larger orgs.)
• No single owner
• Organic growth, often leads to site sprawl
• Centralized (more common in small orgs.)
• Single owner (usually department)
• Highly controlled
Traditional Governance 16
©2023 Prescient Digital Media. All Rights Reserved.
• Collaborative / Federated
• Steering committee / council
• Decentralized content ownership; centralized platform
• Centralized Hybrid
• Single owner (usually department) & committee
• Decentralized content ownership; centralized platform
Modern Governance 18
©2023 Prescient Digital Media. All Rights Reserved.
CENTRALIZED, HYBRID GOVERNANCE
©2023 Prescient Digital Media. All Rights Reserved.
19
Centralized Hybrid 21
©2023 Prescient Digital Media. All Rights Reserved.
Example – Centralized Hybrid
• Champions: Chief Operating Officer, CIO
• Owner: SVP, Internal Communications
• Steering Committee:
• Representation from: IT, HR, Internal Communications, Europe,
USA, UK
• Members must be representative of the global organization
• Editor-in-Chief: Employee Communications
©2023 Prescient Digital Media. All Rights Reserved.
Day-to-day Management
• Home page, corporate content & news owned by Editor-In-
Chief
• Training of the content owners done by IT
• Content owners adhere to standardization policy & ensure
their content is:
• Up to date
• Written in web format
©2023 Prescient Digital Media. All Rights Reserved.
Owner
• Maintains the intranet vision & mandate
• Manages policy development
• Approves project prioritization
• Monitors performance against objectives
• Allocates resources and budgets
©2023 Prescient Digital Media. All Rights Reserved.
PROCESS NOT A PROJECT
©2023 Prescient Digital Media. All Rights Reserved.
©2023 Prescient Digital Media. All Rights Reserved.
25
©2023 Prescient Digital Media. All Rights Reserved.
26
User Research
Surveys, Focus Groups, Usability Testing
©2023 Prescient Digital Media. All Rights Reserved.
27
Focus Groups
Story telling, content priorities, design concepts
Scrolling? Social?
Technology
What are most used, missing?
Tools
Preferred navigation: search vs
clicking vs site map vs index
Navigation
How much color vs white space?
Design
What should be on the home
page vs internal?
Layout
What do people want, expect?
Content
©2023 Prescient Digital Media. All Rights Reserved.
28
Business Requirements
Six to Twelve Management Interviews
Strengths
What works well, what should be
kept, and enhanced
Weaknesses
What works poorly, and should be
eliminated or completely redesigned
Opportunities
Biggest opportunities for improvement
and focus in the next iteration
Threats
Those threats or barriers to success
that must be directly addressed
©2023 Prescient Digital Media. All Rights Reserved.
29
Business Requirements Analysis
6-12 Stakeholder Interviews
©2023 Prescient Digital Media. All Rights Reserved.
30
STAKEHOLDERS
INTRANET OWNERS
& MANAGEMENT
EMPLOYEES
THE TARGET
AUDIENCE
Formal Scoring
Rating scores
5.8
3.5
EXPERT
PRESCIENT’S
FORMAL SCORING
3.8
©2023 Prescient Digital Media. All Rights Reserved.
31
©2023 Prescient Digital Media. All Rights Reserved.
32
The intranet ownership & management model; structure including the
ownership team, the decision-making process, roles & responsibilities, & policy.
Decision-making process for
home real estate, new sites, etc.
Ownership & Management
Management Process
Content management to
taxonomy to social media policy.
Policies
Committees to content owner
roles and rules.
Roles & Responsibilities
Executive champions to content
owner and editor(s).
Ownership Model
Governance
Ownership
Policy
Management
Governance
Structure + Policies
©2023 Prescient Digital Media. All Rights Reserved.
GOVERNANCE IS INDEPENDENT
OF TECHNOLOGY
©2023 Prescient Digital Media. All Rights Reserved.
34
Governance Model
Hybrid, collaborative model
©2023 Prescient Digital Media. All Rights Reserved.
35
Content Management
Review, refresh and retiring old
content
Managing
Define & document the necessary
policies including taxonomy
Policies
Publishing requisites and process
Publishing
Define & document the relevant
types of content & templates
Types & Templates
Content creation and
management
Creating
Define roles and responsibilities
for all involved with content
Roles & Responsibilities
Content Management Planning
©2023 Prescient Digital Media. All Rights Reserved.
36
Content Management Plan
©2023 Prescient Digital Media. All Rights Reserved.
“People are more important than technology
to the consistent management of content
and functionality on the intranet,”
Ray Scippa, Publications Director for ConocoPhillips
©2023 Prescient Digital Media. All Rights Reserved.
ConocoPhillips Intranet
38
©
ConocoPhillips.
Contents
are
material,
non-public,
confidential
&
proprietary.
Unauthorized
distribution
or
distribution
prohibited.
©2023 Prescient Digital Media. All Rights Reserved.
ZERO FTE STAFF
©2023 Prescient Digital Media. All Rights Reserved.
40
Decentralized Content
Intranet + Podcasting + Magazine
Four communicators provide content (part-time); two on-call IT
people; regional communicators submit some content; anyone in
the company can contribute & submit
Only part-time staff
Four to six podcasts are produced every month with a
microphone plugged into a laptop; podcasts have 40-50%
higher views than news.
Podcasting
11,000 + Users
© ConocoPhillips. Contents are material, non-public, confidential & proprietary. Unauthorized distribution or distribution prohibited.
9,000+ employees, 2000+ contractors, spread across 14
locations throughout the world
©2023 Prescient Digital Media. All Rights Reserved.
“No one works full-time on the intranet,”
Ray Scippa, Publications Director for ConocoPhillips
©2023 Prescient Digital Media. All Rights Reserved.
Questions
Use panel on right to submit a question
42
©2023 Prescient Digital Media. All Rights Reserved.
Intranet Insight Newsletter
PrescientDigital.com
43
©2023 Prescient Digital Media. All Rights Reserved.
44
©2023 Prescient Digital Media. All Rights Reserved.
IntranetGlobalForum.com
Last Year’s Conference – Full Video Replay
45
©2023 Prescient Digital Media. All Rights Reserved.
www.PrescientDigital.com 416.926.8800 toby@prescientdigital.com

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People and the Intranet

  • 1. ©2023 Prescient Digital Media. All Rights Reserved. PEOPLE AND THE INTRANET The Importance of People to Leading Intranets
  • 2. ©2023 Prescient Digital Media. All Rights Reserved.
  • 3. ©2023 Prescient Digital Media. All Rights Reserved. THE INTRANET EXPERTS 22 Years of Experience & Expertise
  • 4. ©2023 Prescient Digital Media. All Rights Reserved. 3 TOBY WARD Founder, Prescient Digital Media
  • 5. ©2023 Prescient Digital Media. All Rights Reserved. 4 • … ‘ 2001 2005 2011 Expanded client base across North America and Europe. Growth Expanded solutions for the entire Digital Workplace. Digital Workplace Founded in Toronto. Start Full implementation services, and SharePoint expertise. Implementation Focus on assessment, planning, governance of intranets. Intranets 22 years of intranets Multiple awards including the prestigious Webby & Golden Quill Awards. Awards 2018 Expansion into the US & Western Canada Virtual Office
  • 6. ©2023 Prescient Digital Media. All Rights Reserved. From Concept to Live End-to-End Services • User experience design • Information architecture • Dynamic wireframes • Navigation flows • Taxonomies Design • Stakeholder engagement • Focus groups • User surveys • Content analysis • Technology assessment Assessment • Development • Configuration • Integration • Content migration • Desktop, mobile. • Customization Implementation • Strategic plan • Solution roadmap • Engagement plan • Governance model • Content management • Blueprint / Roadmap Planning • Content creation • Operations management • Change management • Analytics • Search optimization. Operations Listen. Understand. Deliver.
  • 7. ©2023 Prescient Digital Media. All Rights Reserved. Clients
  • 8. ©2023 Prescient Digital Media. All Rights Reserved. • “It’s old.” • “It’s terrible.” • “I can’t find anything.” • “I mostly use email.” Typical Intranet 7
  • 9. ©2023 Prescient Digital Media. All Rights Reserved. Think About… 2 • Does everyone know who owns the intranet? • Do you have detailed content policies? • Can anyone publish or submit content for review? • Does all content have an expiry date?
  • 10. ©2023 Prescient Digital Media. All Rights Reserved. Nexus of Intranet Success
  • 11. ©2023 Prescient Digital Media. All Rights Reserved. People = Success People
  • 12. ©2023 Prescient Digital Media. All Rights Reserved. EXECUTIVE CHAMPION
  • 13. ©2023 Prescient Digital Media. All Rights Reserved. • C-level executive • Funding, budget • The champion should have power and influence • Understands the value of the intranet & the potential • Only attend an occasional meeting Executive Champion
  • 14. ©2023 Prescient Digital Media. All Rights Reserved.
  • 15. ©2023 Prescient Digital Media. All Rights Reserved. • What do your executives value? • ROI? • Employee engagement? • Customer / employee satisfaction? • User productivity? • Awareness / Message retention? • Productivity benefits? Talk Their Talk 14
  • 16. ©2023 Prescient Digital Media. All Rights Reserved. GOVERNANCE MODEL
  • 17. ©2023 Prescient Digital Media. All Rights Reserved. • Decentralized (most common in larger orgs.) • No single owner • Organic growth, often leads to site sprawl • Centralized (more common in small orgs.) • Single owner (usually department) • Highly controlled Traditional Governance 16
  • 18. ©2023 Prescient Digital Media. All Rights Reserved. • Collaborative / Federated • Steering committee / council • Decentralized content ownership; centralized platform • Centralized Hybrid • Single owner (usually department) & committee • Decentralized content ownership; centralized platform Modern Governance 18
  • 19. ©2023 Prescient Digital Media. All Rights Reserved. CENTRALIZED, HYBRID GOVERNANCE
  • 20. ©2023 Prescient Digital Media. All Rights Reserved. 19 Centralized Hybrid 21
  • 21. ©2023 Prescient Digital Media. All Rights Reserved. Example – Centralized Hybrid • Champions: Chief Operating Officer, CIO • Owner: SVP, Internal Communications • Steering Committee: • Representation from: IT, HR, Internal Communications, Europe, USA, UK • Members must be representative of the global organization • Editor-in-Chief: Employee Communications
  • 22. ©2023 Prescient Digital Media. All Rights Reserved. Day-to-day Management • Home page, corporate content & news owned by Editor-In- Chief • Training of the content owners done by IT • Content owners adhere to standardization policy & ensure their content is: • Up to date • Written in web format
  • 23. ©2023 Prescient Digital Media. All Rights Reserved. Owner • Maintains the intranet vision & mandate • Manages policy development • Approves project prioritization • Monitors performance against objectives • Allocates resources and budgets
  • 24. ©2023 Prescient Digital Media. All Rights Reserved. PROCESS NOT A PROJECT
  • 25. ©2023 Prescient Digital Media. All Rights Reserved.
  • 26. ©2023 Prescient Digital Media. All Rights Reserved. 25
  • 27. ©2023 Prescient Digital Media. All Rights Reserved. 26 User Research Surveys, Focus Groups, Usability Testing
  • 28. ©2023 Prescient Digital Media. All Rights Reserved. 27 Focus Groups Story telling, content priorities, design concepts Scrolling? Social? Technology What are most used, missing? Tools Preferred navigation: search vs clicking vs site map vs index Navigation How much color vs white space? Design What should be on the home page vs internal? Layout What do people want, expect? Content
  • 29. ©2023 Prescient Digital Media. All Rights Reserved. 28 Business Requirements Six to Twelve Management Interviews Strengths What works well, what should be kept, and enhanced Weaknesses What works poorly, and should be eliminated or completely redesigned Opportunities Biggest opportunities for improvement and focus in the next iteration Threats Those threats or barriers to success that must be directly addressed
  • 30. ©2023 Prescient Digital Media. All Rights Reserved. 29 Business Requirements Analysis 6-12 Stakeholder Interviews
  • 31. ©2023 Prescient Digital Media. All Rights Reserved. 30 STAKEHOLDERS INTRANET OWNERS & MANAGEMENT EMPLOYEES THE TARGET AUDIENCE Formal Scoring Rating scores 5.8 3.5 EXPERT PRESCIENT’S FORMAL SCORING 3.8
  • 32. ©2023 Prescient Digital Media. All Rights Reserved. 31
  • 33. ©2023 Prescient Digital Media. All Rights Reserved. 32 The intranet ownership & management model; structure including the ownership team, the decision-making process, roles & responsibilities, & policy. Decision-making process for home real estate, new sites, etc. Ownership & Management Management Process Content management to taxonomy to social media policy. Policies Committees to content owner roles and rules. Roles & Responsibilities Executive champions to content owner and editor(s). Ownership Model Governance Ownership Policy Management Governance Structure + Policies
  • 34. ©2023 Prescient Digital Media. All Rights Reserved. GOVERNANCE IS INDEPENDENT OF TECHNOLOGY
  • 35. ©2023 Prescient Digital Media. All Rights Reserved. 34 Governance Model Hybrid, collaborative model
  • 36. ©2023 Prescient Digital Media. All Rights Reserved. 35 Content Management Review, refresh and retiring old content Managing Define & document the necessary policies including taxonomy Policies Publishing requisites and process Publishing Define & document the relevant types of content & templates Types & Templates Content creation and management Creating Define roles and responsibilities for all involved with content Roles & Responsibilities Content Management Planning
  • 37. ©2023 Prescient Digital Media. All Rights Reserved. 36 Content Management Plan
  • 38. ©2023 Prescient Digital Media. All Rights Reserved. “People are more important than technology to the consistent management of content and functionality on the intranet,” Ray Scippa, Publications Director for ConocoPhillips
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