Intranet trends for 2012

It is generally accepted that Intranets will play an even more important role this coming year, as companies begin to understand the ways they can use it to address their business pains, and help create efficiencies, as well improve employee engagement (and thereby satisfaction). Here are a few trends that I think will be important in 2012.

1. Importance of people

This might seem a little obvious but it is probably the most fundamental trend for 2012 and one that underpins all the suggestions I mention below. Intranets will need to focus more on the users. They will need to talk to them in their language and on their turf. This will be brought about by a shift from the traditional departmentalised approach to organisations (i.e. internal comms, HR, finance, etc.) to working together to focus on the needs and best interests of the user.

2. Higher expectations

As a new generation of employees is being on-boarded, organisations are going to have to accommodate their expectations as well. These new members of the team don’t know a world without apps or social media sites. Sites like Facebook, Twitter and LinkedIn have had a profound impact on the expectations of ‘look & feel’, simplicity of navigation, and functionality. Users expect an increased level of engagement and immediate and dynamic communication. This will need to be reflected in your Intranet layout and functionality.

3. Mobile

Most businesses understand the importance of making their Intranet more accessible, whether that is on mobile phones (through mobile sites or apps) or mobile device friendly (including tablets and iPads). The target should not be transporting the whole Intranet onto other devices but to instead to deliver the right content and functionality to an ever-increasing workforce, such as collaborative tools, people finders and segmented news.

4. Social collaboration

I believe that businesses should focus on creating fully integrated social workspaces throughout their organisations. Facilitating knowledge sharing and collaboration will lead to better informed and more engaged employees. To achieve this will require companies to combine the best platforms and technologies, i.e. social collaboration platforms like Jive merging with content management platforms like SharePoint, integrating profiles with LinkedIn, etc.

5. Findability

As user-generated content is being added to the already growing levels of corporate content and documentation, surfacing relevant information becomes more challenging. In 2012, faceted and semantic search functionality will become essential to sift through the noise. Search-driven menus and navigation will become more prominent and Intranet managers will need to spend more time looking at statistics and search logs to ensure the site is making the ‘right’ content available to the user.

6. Content

Although this was one of the trends I highlighted in 2011, I see this continuing in 2012. This will be the year of ‘content culling’ and ‘content segmentation’. As the ‘noise’ levels increase, people will have even less time (and patience) to wade through irrelevant content. Ensure that your content is streamlined, up-to-date and customise-able. Ensure that the content is also relevant to new methods of delivery like mobile devices and don’t forget self-help content and e-learning.

To conclude:

I believe 2012 will see a shift from ‘Intranet’ to ‘digital workspace’ – a space that focuses on the users and the tasks they need to perform rather than on technology. Different platforms will need to work seamlessly together to make collaboration easier and these needs to be accessible whenever and wherever the user finds themselves.

 

Interesting event:  The Intranet and beyond… – 29th February @ Hospital Club

This event, organised by View Plc (where I work), will look at case studies from large multinationals who have implemented SharePoint and enterprise social collaboration software (Jive and Yammer) to communicate with there internal audience. It will focus on the highs and lows, the challenges and the achievements. There will be expert’s speakers, real client case studies and a lovely continental breakfast to accompany it all!

To register your interest please send an email to – nclayton@viewplc.com

An Intranet is not just for Christmas!

I admit that the title is a little obvious given the time of the year but that makes it all the more appropriate for the purpose of this article.

For those who are not sure what an Intranet is, I am afraid the Wikipedia definition is not particularly helpful and will probably only add to any existing confusion. Essentially an Intranet is an internal platform that allows people within an organisation to share documents and content.

Most of the businesses I work with already have an Intranet, or even several Intranets. They have had them for several years. However, all too often, their purpose has long been forgotten. It is there and people use it but mainly to order sandwiches or as a very expensive common address book, and the organisation might use it to force-feed corporate news that nobody reads. A little harsh…yes, but true!

Most of these Intranets were set up with the best intentions, but after they were deployed, or sticking with the Christmas analogy ‘unwrapped’, there was initial excitement but after a few months they were left to fend for themselves. Not unlike most Christmas presents.

So what makes a good Intranet…one that is not left abandoned?

  1. Good looks – yes, sadly in the Intranet world, good looks are key. Users are now so used to seeing attractive web content and web sites, that an Intranet simply has to follow suit if it to stand a chance. This doesn’t mean bells and whistles but it needs to looks alive and engaging.
  2. Address business issues – the Intranet is one of the most effective mechanism to address change, cultural divides, HR challenges, collaboration. Make sure you have clearly defined business objectives and that the Intranet is addressing them. Don’t try to hide from the negative issues and challenges either. Your staff know they exist…so use the Intranet to deal with them.
  3. Content, content, content – it is all about the content. Make sure that you know what the users are looking for and surface it in the right place. Create content owners and content focus groups. Train people on how to create interesting content. Provide guidance through ‘how to guides’.
  4. Accessibility & mobility – according to the Office for National Statistics mobile internet usage is now nearing 50%. Consider your users. How are they accessing information? Would they (and therefore the business) benefit from a mobile (or even multi-device) friendly version. These can be easily implemented using platforms like SharePoint or Sitecore at a negligible cost, but with considerable benefits.
  5. Communicate & market – promote your Intranet, launch it with a bang and keep promoting it.’Build it and they will come’ might have worked in Field of Dreams, but it doesn’t work for Intranet. An Intranet needs to be supported by communication and marketing campaigns. A nice example I saw last week was a client of mine offering an iPod to the person who invited the most colleagues to set up their MySite.
  6. Dedicated core team(s) and buy-in from the boss – create core teams that are responsible for the Intranet and its content. Get senior management to set the example. One of my clients runs a great blog on their SP2010 Intranet. Hugely popular and throws down the gauntlet to the rest of the organisation.
  7. Governance – I know…it sound bureaucratic and maybe even a little dull…but it is essential. Strong governance is a critical component of a well managed and effective intranet. A governance model will provide clarity, give purpose to the content and avoid duplicating effort and costs. Consider not just an operational but also a content governance model.
  8. Measure success – statistics and analytics are used for public facing web sites, but rarely on the radar for Intranets. Metrics are hugely important to know what people are visiting, how they are getting there and where they are exiting (read losing interest). I would strongly suggest monthly evaluations!

Finally…An Intranet is not just for Christmas!…Build on it, let it evolve, refresh it, reassess its functionality, measure its effectiveness and keep your fingers on the pulse of technology. Tomorrow social media will be today’s fax machine. Digital moves fast and your Intranet should be at the cusp of technology because most of your users are.

Merry Christmas and festive seasons greetings to all!